As artificial intelligence continues to reshape healthcare operations, payers are beginning to establish boundaries around how AI can be used in provider interactions.

Molina Healthcare recently issued a reminder to providers and their business partners that AI-generated voice technology may not be used when communicating with Molina by telephone for administrative functions such as billing inquiries, eligibility verification, prior authorizations, and other provider service matters.

What Providers Need to Know

According to Molina’s notice, the use of AI voice bots, voice cloning technology, or synthetic speech systems for outbound telephone communications violates provisions outlined in the Molina 2026 Provider Manual.

Molina states that these technologies can disrupt call center operations, increase call volumes, and interfere with normal call handling processes.

As a result, providers and third-party vendors acting on behalf of providers have been instructed to immediately discontinue the use of AI-generated voice technology when communicating with Molina.

 Why This Matters

Many healthcare organizations are evaluating AI-powered tools to improve efficiency and reduce administrative burden. While AI can be valuable for internal workflows, payer-specific rules may limit how these technologies can be used in communications with health plans.

This update serves as an important reminder that compliance requirements can vary by payer and should be reviewed before implementing new AI-driven processes.

The Bigger Trend

Molina’s announcement may signal the beginning of broader payer oversight related to artificial intelligence. As AI adoption accelerates across healthcare, providers can expect additional guidance and policy updates from commercial and government payers regarding acceptable use.

Organizations that proactively monitor these changes will be better positioned to leverage technology while remaining compliant.

Have Questions About Payer Policies or Revenue Cycle Compliance?

Call Peregrine Healthcare at 877-4631–110 to request a complimentary revenue cycle assessment and learn how we help practices protect revenue, improve operations, and reduce administrative burden.

Based in Texas and Arizona. Trusted Nationwide. Supporting Physicians Since 2001.