5 Questions with Heather Burgess, Customer Success Manager, Group Health

Heather is a Customer Success Manager for Group Health Sales at Gradient AI, where she’s charged with retaining and growing key client accounts. Heather tracks the success of each customer – working with them closely to optimize the value of our AI models and services for them. Leveraging her experience in renewal underwriting, Heather also focuses on Gradient AI’s Renewal Analytics Solution. This solution provides deeper insights into an existing book of business, allowing Gradient clients to project risk with much greater accuracy.

With a decade of medical underwriting experience, Heather has managed diverse cases, from small groups to large-scale customers of 20,000 members. She’s led initiatives to enhance underwriting efficiency and effectiveness, using innovative approaches for continuous improvement. Heather has a bachelor’s degree in marketing from the University of Maryland and a master’s degree in accounting from Georgia State University. She lives in Marietta, Georgia.

Question 1: What are the key factors that led you to pursue this role with Gradient AI?

I’ve always been passionate about the ways that technology can enhance the underwriting experience. In the last three years, I’ve been focused on how AI can have a significant impact on the medical underwriting journey. In the spring of 2024, I attended a webinar, Exploring the Impact of AI on Carrier Health Underwriting: Expert Perspective, where Gradient AI was being touted as a valued solution to the various challenges facing underwriters.

I researched Gradient AI and quickly realized that they not only have amazing AI solutions but also genuinely care about their customers. I knew that was something I wanted to be a part of. And here I am!

Question 2: What is the primary focus of your role as Customer Success Manager, Group Health at Gradient AI?

My focus is on building meaningful relationships with our clients by understanding the unique use case of each and then ensuring they can optimize the full potential of our products. My goal is to see our clients thrive – and their customers and members thrive - once our solutions have been integrated into their workstreams.

Question 3: What unique perspective and skills do you bring to Gradient AI’s customers?

For over 10 years, I’ve sat “in our clients’ shoes,” working in group health medical underwriting as tech solutions have been built and released. I joke with my peers that I remember when insurance quoting was done on the back of a napkin and then passed to the underwriter to fit it into an Excel spreadsheet! We’ve come a long way! I’ve incorporated these tech solutions into workflows and am a huge champion of these changes – while fully understanding that medical underwriters are a critical part of the process and will always be needed.

Question 4: What are two common misconceptions about AI in Group Health underwriting?

Misconception 1: AI solutions will replace humans.
This is simply not true. No tech solution can know the intricacies of the relationships involved in underwriting, which is much more than a mathematical equation. I always say that the formula is the ‘pure science’ component of underwriting. Actuaries or pricing departments set it and typically yield a return. But what makes underwriting so special is that it’s the ‘art component’ that takes the formula and adds the necessary color and insight that is needed so that both parties are happy with the results. AI solutions are part of the art process of underwriting and help add precision and nuance where the formula or science part tends to fall flat.

Misconception 2: AI should only be used for pricing.
There are so many other ways to utilize the data presented by integrating claims information into AI. Care management is a big one that comes to my mind. For example, if you have a member who is just starting treatment for a high-risk condition, being able to reach out at the onset rather than in the middle of their treatment can go a long way and, in some cases, could change the outcome in a positive direction.

Question 5: What do you like to do in your free time?

I spend time with my family, and we try to go on a hike at least once a month. I also have a blonde German Shepherd who takes up much of my time! I enjoy riding my Peloton and watching documentaries when I’m not chasing my daughter around the pool or my dog around the yard.

Bonus Question: What is your favorite dish to cook and why?

I love to cook for my family and cook 6 nights out of the week (everyone deserves at least one day off). My favorite is the dish I make every Christmas. I do a garlic butter standing rib roast with roasted Brussels sprouts. But the star of this meal is my confit garlic roasted potatoes. While they’re super easy to make, they take over two hours ­– but are worth every minute! I serve them with a sour cream and chives dipping sauce.

Thank you, Heather! (And that holiday dish sounds delicious!) Be sure to check back on our blog as we ask 5 questions to different members of our talented staff across Gradient AI, to learn how they support the success of our clients.

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