Highlights: Highmark Health

Highmark Inc. and its subsidiaries and affiliates provide health insurance to approximately 7.1 million members in Pennsylvania, West Virginia, Delaware, and New York, as well as dental insurance and related health products through a national network of diversified businesses.

Allegheny Health Network is an integrated delivery network in western Pennsylvania and western New York comprised of 14 hospitals, more than 2,500 affiliated physicians, ambulatory surgery centers, an employed physician organization, home and community-based health services, a research institute, a group purchasing organization, and health and wellness pavilions.

Operating since 2014 and formerly known as HM Health Solutions, enGen is a wholly owned subsidiary of Highmark Health whose dynamic ecosystem of smart automation and technology supports and streamlines complex operations for health plans and their provider partners.

Highmark Health's vision is a world where everyone embraces health. Its mission is to create a remarkable health experience, freeing people to be their best. Through its structure as a blended health organization, it is uniquely positioned to pioneer new models and transform the health care industry to work better now and for generations to come. The financial overview and performance information in this annual report demonstrate the financial strength of the enterprise, which allows it to invest to meet the needs of customers and strategically align with health industry innovators and leaders who share its focus on delivering high-quality outcomes and an exceptional customer experience.

"Your health experience is every day, not just what happens in a visit to a care provider," explained Karen Hanlon, Highmark Health's chief operating officer. "It includes physical, mental, and social components, and it is impacted by a whole ecosystem that has traditionally been disconnected, confusing, and costly. Living Health is about us finding ways to connect that ecosystem and deliver simpler, more proactive and personalized solutions that help you 'live health' and feel your best."

The model started out more "blueprint" than built, but it grew quickly through strategic collaboration with innovators like Google Cloud, new approaches to insurance product design and care delivery, and advances in areas like data analytics and customer experience. In terms of delivering a remarkable health experience, 2024 was a breakthrough year.

First, the organization completed migration of all eligible health plan members to its one-stop platform for health, coverage and care: My Highmark. This single sign-on "digital front door" connects more of a person's health experience — not just coverage information, but personalized care plans, virtual and digital health options, simplified bill payment, wellness advice, and even helpful "next best action" suggestions.

High-quality, in-network digital and virtual solutions for diabetes, joint pain, urgent care, and other needs continued to prove their value through both clinical outcomes and customer satisfaction. The January launch of Mental Well-Being powered by Spring Health was a noteworthy 2024 breakthrough, expanding member access to mental health care by 40%. In its first six months, the solution achieved outstanding results. Average wait time to appointment was just 1.3 days, compared to nationwide median waits of 67 days for in-person appointments and 43 days for telepsychiatry appointments. Remission from moderate to severe depression and anxiety occurred three times faster than national averages.

"It is simple and easy to connect with therapists to get help," wrote one member in an anonymous survey. "Very satisfied with those I have worked with at Spring Health. Having this connection from my health insurance supplier is fantastic."

For David Holmberg, Highmark Health's president and CEO, that kind of reaction reflects the real purpose of the Living Health model.

"People live in the house, not the blueprint," he said. "Consumers will choose us, and stay with us, if we provide remarkable health experiences where they feel good about their choices, and they get affordable, high-quality care when they need it. That’s our focus — deliver more remarkable health experiences, more often."