That principle guides Palmetto GBA and its employees every day. We are committed to delivering value to our customers while continuously improving tools, processes and operational efficiency for our workforce.

To better optimize resources and drive innovation, Palmetto GBA completed a strategic plan in 2025 focused on advancing Artificial Intelligence (AI) solutions and establishing an Agile process to identify, analyze and prioritize AI use cases that deliver the greatest benefit to both customers and employees.

We recently launched this strategy with a Proof of Value (POV) initiative centered on the medical claims process. This effort is designed to empower our customer service representatives and enhance our digital assistant, Sage, which already provides customers with self-service access to medical claims and prior authorization information.

Since its launch at the end of 2024, Sage has had a significant impact on customer service, with a 248 percent increase in claims status inquiries and a 196 percent increase in prior authorization inquiries. Sage is the first digital assistant implemented by a Medicare Administrative Contractor and fully meets the Centers for Medicare & Medicaid Services’ stringent security requirements.

Together, these initiatives underscore Palmetto GBA’s ability to deliver secure, compliant AI solutions that protect patient health information while laying the foundation for future innovations that enhance service delivery, increase efficiency and help reduce fraud.