Modernizing subrogation and building trust

A Q&A on intelligent tech featuring Aaron Browder, President, Carelon Payment Integrity Solutions

Traditional subrogation practices, like mailed questionnaires and manual processes, are often relied upon too heavily, and can lead to missed opportunities and member friction. Intelligent technology offers a better way to enhance outcomes and improve experiences.

We sat down with Aaron Browder, President, Carelon Payment Integrity Solutions, to explore how intelligent technology, strategic engagement, and member empathy are reshaping subrogation — and delivering measurable results.
 

Q: Aaron, you often say “You can’t recover if you don’t discover.” How can the traditional discovery process be improved?

Aaron: The traditional discovery process is blunt and inefficient. Mailed questionnaires go out in waves, but response rates are low — often under 15%. And for the few that come back, many lead nowhere. What’s worse, members often feel confused or even bothered by the process. That’s a real problem when we’re trying to reduce abrasion.

At Carelon, we realized that discovery isn’t just about asking the right questions — it’s about asking them at the right time, in the right way, and only when you really need to.
 

Q: What does a smarter, more modern discovery strategy look like?

Aaron: A modern discovery strategy starts before a member is ever contacted. Carelon has invested in predictive analytics and machine learning to identify high-probability subrogation opportunities from claims and external data. That means fewer dead ends, and fewer unnecessary touchpoints.

We use natural language processing (NLP) to scan medical records, machine learning models to prioritize case value, and real-time data — so our system can tell the difference between a true opportunity and noise. The result is a 30% increase in recovery yield, with less than half the member outreach compared to traditional models.
 

Q: Many health plans still use mailed forms. Why haven’t more switched to an intelligent tech model?

Aaron: Change is hard, especially in healthcare. We’ve made it easier by offering seamless integration, white-glove onboarding, and a co-sourced model if needed. We also don’t require full outsourcing — we have the flexibility to work with each plan’s structure.

Most importantly, we’ve proven that an intelligent tech approach works. Plans that partner with us get the transparency, performance tracking, and compliance rigor they need — without burdening internal teams or compromising control.
 

Q: You mentioned compliance. How do you balance proactive recovery with regulatory concerns?

Aaron: Compliance is built into everything we do. Subrogation touches HIPAA, ERISA, MSP, and state-specific rules. Our legal and recovery teams work hand-in-hand to ensure compliance in all 50 states, with audit-ready workflows and data security that meets HITRUST standards.

We also proactively help clients review their plan language. If the documentation doesn’t support the recovery, the whole case falls apart — so we start with the foundation and build up.
 

Q: We've discussed smarter subrogation. How can we use intelligent tech to engage members more effectively?

Aaron: Silence does not have to mean a dead end. In traditional subrogation, when a member doesn’t respond to the first outreach, the case often gets shelved. But non-response doesn’t mean there’s no opportunity. It might just mean the timing, method, or message missed the mark.

Carelon has developed a robust Non-Responder Program that doesn’t just “follow up.” It intelligently reengages or reroutes the case using automation and alternative data sources. The program ensures no stone is left unturned, but in a way that’s smart, respectful, and scalable.
 

Q: In other words, the Non-Responder Program reduces abrasion while increasing recovery. Is that correct?

Aaron: Exactly. It’s a win-win. We don’t want to pursue members unnecessarily. Every extra touch risks frustration, confusion, or dissatisfaction. By using technology to work cases behind the scenes, we can protect the member experience and ensure valuable recoveries aren’t missed just because someone didn’t open a letter.

Plans using an intelligent tech model recover more, escalate fewer complaints, and reduce operational overhead all at once.
 

Q: What advice would you give to health plan executives looking to modernize subrogation?

Aaron: With the right partner, subrogation can be a strategic lever. Avoid treating it as a back-office task and look for a vendor that offers technology, empathy, and transparency. Some of the best vendors don’t just send letters, they bring insight.

Most importantly, look for a partner who acts like an extension of your team. At Carelon, we don’t “do subrogation.” We elevate it.