Gartner Information Technology Research

Healthcare Payers and COVID-19: Actions CIOs Can Take Right Now

Published: 23 March 2020

ID: G00723167

Analyst(s): Mandi Bishop , Bryan Cole , Jeff Cribbs


Healthcare payers need immediate solutions for flexible administrative and operational processes to support the fight against the COVID-19 pandemic. This research gives CIOs options and accelerators to improve crisis response and emergency management.


Healthcare payers (including, health insurers, health insurance companies, Affordable Care Act or ACA health plans, employer-sponsored health plans, Medicare, Medicaid, public health funds) are facing unprecedented administrative and operational challenges from the COVID-19 pandemic. Every department — marketing, claims processing, provider network management, member service, quality improvement, risk adjustment, compliance and IT, among others — is affected.

To enable the organizational response needed, CIOs must simultaneously:

  • Enable and scale remote workforce capabilities.

  • Centralize messaging and communications.

  • Enable and scale virtual care.

  • Implement massive changes to core administrative systems.

  • Support significant increases in service volume.

In this video, the Gartner healthcare payer team provides actions CIOs can take, right now, to support business functions across the enterprise to ensure continuity.

Healthcare Payers and COVID-19: Actions CIOs Can Take Right Now

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