There was a recent discussion of change in the process for how client cases are being closed that is rather questionable.
Prior to my leaving Cigna, staff had been educated that they would soon begin sending cases to an AI for review prior to closure, instead of sending to an actual person to review. From how it's been described, it would actually make the process longer and more tedious. However, what is more concerning is that higher ups have been advised to tell staff not to chart anything regarding the AI reviewing the cases for closure in the documentation.
On top of taking away work from an actual person, it sounds like this would likely raise flags during an audit if it were made known.
With all the past lay offs Cigna has had, it seems like this is one more tool to help eliminate jobs.