Anthony Contessa, Regional Vice President NY/NJ, Cigna

Anthony Contessa, Cigna Healthcare regional vice president for New York and New Jersey, spoke with Invest: about leveraging technology and collaboration to increase access and affordability of healthcare. “Improving healthcare affordability measures in New Jersey is job No. 1. We sit with clients to review deductibles and costs, and we sit with providers to negotiate contracts that deliver better outcomes and get waste out of the system. The goal is to make care more accessible and less confusing,” Contessa said.

What changes over the past year have most impacted Cigna in New Jersey, and in what ways?

The industry has heard loud and clear that healthcare must be more accessible and affordable. We are proud to make some of the biggest advancements in the digital space, making processes like precertification and updates easier and faster. On the advocacy side, we provide one-on-one support, blending human and digital resources to help customers access the right care at the right time. By the end of the year, AI will be integrated through virtual assistants to help members understand claims and access support. People can get all the help they need to make the system more accessible, affordable, and easier to navigate. 

How has New Jersey’s healthcare landscape evolved, and what factors are driving that change?

People want answers on how to access care and make it more affordable. There can’t be a fragmented system. We offer flexible funding, plan designs, clinical resources, and partnerships with providers and hospitals, meeting clients where they are with the most affordable solution. The biggest driver nationally and locally is rising utilization and medical costs post-COVID. People need help treating conditions and staying healthy, so we are packaging solutions to deliver the right fit. We are helping people stay ahead of the game instead of after they develop illnesses. 

How is the insurance sector adjusting its approach to meet increasing mental health demands?

We are a leader in the mental health area and have been focused on behavioral health delivery for a long time. COVID increased mental health prevalence and awareness, and we provide solutions through a network that is broader than most competitors, both virtually and in person. We provide accessibility and make sure people understand how to access resources when they need them. We continue to build out virtual resources and doctor partnerships to ensure the resources are available. 

How do the aging population, diverse workforce, and demographic shifts impact your approach to the delivery of services?

Every customer is different. Meeting people where they are means acknowledging different services and needs. We offer integrated solutions so members are not accessing mental health in one place and chronic care in another. We combine it all using our digital resources and advocates. Partnerships with hospitals and providers are important, and we share information and resources without competing with providers. This ensures options are available for diverse populations with different needs. We avoid clouding the system and coming between these relationships. 

How are initiatives around social determinants of health being deployed in New Jersey, and what impact are you seeing? 

Health equity is at the heart of our business, and a person’s gender, race, education, income, or zip code should never dictate the quality of their health. We try to better engage with underserved communities through initiatives like our Pregnancy Support Program, which offers comprehensive and culturally appropriate prenatal care. Our Community Health Workers help people with diabetes by building trust, breaking down barriers and providing access to resources like nutritious food and transportation to doctors’ appointments.

How is Cigna investing in new technology?

Our digital innovations make it easier for people to focus on their care, not paperwork. We now offer faster, easier prior authorizations that offer near real-time status updates, mobile self-service options, and a centralized support team to help customers get answers and feel confident in their next steps. We also expanded the My Personal Champion program to all customers, offering one-on-one support with a dedicated advocate to coordinate care, resolve issues, and provide expert guidance to focus more on care and recovery. And by the end of the year, our members will have access to an AI-Powered Virtual Assistant that provides 24/7 guidance on benefits, claims, and care options – backed by AI, with seamless transitions to a customer service advocate when needed. These enhancements blend digital features with real human support to guide all our customers through their everyday and extraordinary healthcare moments.

What are your top priorities for Cigna New Jersey over the next three to five years?

Improving healthcare affordability measures in New Jersey is job No. 1. We sit with clients to review deductibles and costs, and we sit with providers to negotiate contracts that deliver better outcomes and get waste out of the system. The goal is to make care more accessible and less confusing while strengthening relationships with both customers and providers. We also offer solutions such as plan designs, funding options, and clinical care that partners can bring to clients. We aren’t a one-dimensional carrier. We have a multidimensional set of solutions. Our job is to make sure our clients, doctors, and hospital partners know about these solutions, and we can bring them out to our mutual customers together to reach better health outcomes. 

What is the importance of company culture and building a strong workforce at Cigna Healthcare?

I am most proud of the culture and leadership at Cigna Healthcare. There is strong enthusiasm among younger professionals entering this industry. My daughter is looking at healthcare administration, and there is a clear need and focus in the world to get this right. Technology may be what draws younger generations, but it is evident that we are attracting great talent to continue to differentiate ourselves. Cigna Healthcare continues to show strong results, high retention of clients, and a high rate of growth. Some colleagues are managing relationships that have 20 or 30 years of tenure. We focus on building those relationships and breaking down barriers. Our open lines of communication keep us ahead of the game, and I am proud of our work.