Federal agency explores new technologies to improve navigation, support, and access for Medicare beneficiaries
By BC News Staff Writer
The Centers for Medicare & Medicaid Services (CMS) has released a new Request for Information (RFI) seeking public input on how artificial intelligence (AI) and machine‑learning tools could improve the Medicare experience for millions of beneficiaries.
The agency says it is exploring technologies that can simplify plan selection, enhance customer service, and make Medicare information easier to understand across both digital and voice platforms.
CMS officials say the initiative is part of a broader effort to build a more seamless, patient‑centered digital environment—one that helps seniors and families make informed decisions, manage chronic conditions, and access care more efficiently. The RFI invites feedback from patients, caregivers, health providers, insurers, and technology developers.
In the RFI, CMS outlines interest in tools that can personalize Medicare plan guidance, offer conversational support through chatbots or voice assistants, modernize call‑center operations, and translate complex Medicare rules into plain language. The agency also notes that any future systems must protect sensitive beneficiary information and comply with federal privacy standards.
The request aligns with CMS’s ongoing push to expand interoperability, improve patient access to health information, and reduce administrative burden across the Medicare program. Officials say the agency wants to ensure that health data flows securely and efficiently to the people who need it, especially older adults who often struggle with complex insurance decisions.
The public comment window for this RFI remains open through June 16, and CMS encourages stakeholders to submit feedback through the Federal Register portal.
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