Cigna (NYSE: CI) is stepping up its virtual health initiatives to improve access to therapists online, making behavioral health care faster and more effective. By leveraging technology and data, the insurer aims to better match clients with therapists, helping patients get the right care sooner and increasing the likelihood of successful outcomes.
At the recent JP Morgan Health Care Conference, Cigna CEO David Cordani highlighted that the company projects up to 40% of all health care could eventually be delivered fully virtually. While this may sound like a shift away from traditional in-person care, Cordani emphasized that virtual health is complementary, not a replacement. It is particularly valuable in specialties facing staffing shortages, including behavioral health. Virtual care helps patients access to therapists online even when local providers are scarce, reducing wait times and eliminating travel barriers.
“This is not a negative statement relative to the physical delivery of care by any stretch of imagination,” Cordani said. “It’s both a recognition of the innovation of technology and data innovation, consumer needs and consumer expectations. The supply chain doesn’t have the physical assets to supply everything we need. We have a shortage of primary care [physicians], OB-GYNs, pediatricians, geriatricians, and behavioral professionals either in aggregate, or in the physical proximity that someone needs to get access to.”
Addressing the Growing Behavioral Health Shortage
The demand for behavioral health services continues to grow, while the supply of professionals remains limited. Mental health conditions such as anxiety, depression, and substance use disorders are on the rise. The U.S. Health Resources and Services Administration projects that the supply of adult psychiatrists will decrease by 20% by 2030, even as demand rises by 3%.
Cigna is tackling this gap through telehealth and virtual care. In 2021, its subsidiary Evernorth acquired MDLive for approximately $1 billion. The platform helps patients access to therapists online more efficiently using data-driven algorithms to match them with the providers best suited to their needs. Cordani explained, “On average, a person has a 50% probability of making ‘magic’ with their therapist in their first interaction. But with data and digitization, you could use matching algorithms to match individual preferences to therapists, and increase the probability that when they do interact, that 50% is going to be much higher.”
By improving the matching process, Cigna ensures that patients can access to therapists online who align with their preferences, communication style, and therapeutic needs, increasing engagement and improving outcomes.
Balancing Virtual and In-Person Care
While Cigna emphasizes virtual care, the company continues to grow its in-person network. During the same period that it invested in virtual platforms, Cigna expanded its physical behavioral health network by 50%. Cordani stressed that this hybrid approach allows patients to benefit from both in-person and digital care.
For some patients, in-person sessions remain essential, while others achieve excellent results entirely through virtual care. By providing multiple options, Cigna enables patients to access to therapists online when it suits them, without compromising the quality of care.
Strategic Partnerships in Behavioral Health Technology
Evernorth has been active in forming partnerships within the behavioral health technology space. In August, Evernorth teamed up with Bicycle Health, a digital substance use disorder treatment provider, and Quit Genius, an addiction treatment platform. Additionally, it partnered with Alma, a business services platform supporting independent mental health practitioners. These collaborations make it easier for patients to access to therapists online while giving providers tools to deliver high-quality care efficiently.
Through these strategic investments, Cigna is helping patients access to therapists online more easily, even in regions with provider shortages. This approach also supports independent practitioners by connecting them to patients through secure digital channels.
Looking Ahead
The shift to virtual health is not a temporary trend—it’s transforming how behavioral health care is delivered. With rising demand and a shortage of professionals, Cigna’s investments in telehealth and data-driven matching provide a scalable solution. Patients can now access to therapists online more quickly, improving engagement and outcomes while also maintaining options for in-person care.
By combining technology, data, and partnerships, Cigna demonstrates how large health care organizations can solve critical challenges in behavioral health. This hybrid model ensures that patients can access to therapists online when they need care, while still benefiting from in-person options for deeper therapeutic engagement. As virtual behavioral health continues to expand, more patients will have timely access to the care they need, improving overall mental health outcomes nationwide.
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