Build vs. buy: Evaluating AI care navigation that works in the real world

Watch the session

Payers are under pressure from rising costs, fragmented digital investments, and disengaged members. While AI is often positioned as the solution, most organizations get stuck on the same question: should we buy or build? However, the real question is even harder: what does it actually take for AI care navigation to perform safely, reliably and at scale in the real world?

This session moves past the surface-level debate of build vs. buy. We’ll explore how leading health plans are applying AI to connect siloed experiences into more cohesive, personalized member journeys, while addressing real-world risks such as bias, model drift, and hallucinations.

Watch this session to learn how to:

• Assess build vs. buy tradeoffs in AI-powered care navigation strategies

• Apply AI + human-in-the-loop models to improve engagement and ROI

• Identify and mitigate common risks when implementing or scaling solutions

Meet our speakers

Sunny Webb

Director of Product for AI & Data
Pager Health

Sunny Webb builds AI systems where getting it wrong isn’t an option. As Director of Product for AI & Data at Pager Health, she leads the architecture and deployment of clinical-grade AI—spanning data pipelines, decisioning systems, and human-in-the-loop orchestration. She focuses on turning AI into production systems that actually work in healthcare. She has scaled data platforms and shipped enterprise AI in complex, high-stakes environments and holds 30+ patents in the space. 

Jill Kirchner

Vice President of Growth
Pager Health

Jill Kirchner is a healthcare growth leader and Vice President of Growth at Pager Health, where she focuses on expanding strategic partnerships with health plans and TPAs. With over 20 years of experience across organizations including Accolade, BioTelemetry, Walgreens, and Aetna, she brings deep expertise in partnerships, program development, and scaling innovative healthcare solutions.