To support a strategic priority to reach members between 18 and 44 years old, and to enhance the overall patient experience, the Appointment and Advice Care Center launched an RN Chat feature on November 19, 2025. This pilot includes a select group of RNs who received comprehensive training on the chat platform, including its features and workflows.

Members who complete a Cough/Cold/Flu electronic visit and meet eligibility criteria are offered the option to direct chat with one of the pilot RNs. During these interactions, RNs follow the same protocols and workflows used when speaking with members by phone. Previously, these chats were managed by physicians; transitioning this work to RNs helps free up physician capacity for other clinical responsibilities while maintaining safe, high-quality care.

While chat volume has been relatively low since the launch, we anticipate steady growth as awareness and utilization increase over time.

From a leadership perspective, the RN Chat has been an excellent enhancement to how we deliver timely, safe care. It enables nurses to manage member conversations efficiently while maintaining connection and high-quality service. For the Chat RN, this model has strengthened their critical thinking and technical abilities — allowing them to assess, problem-solve, and make informed decisions in real time. Most importantly, it has expanded access for members, offering a care option that feels accessible, responsive, and genuinely supportive.

One member shared, “Thank you so much — this was so easy and stress-free. You are incredible and I appreciate you very much! I am blown away at how amazing and helpful you are.”