Sometimes you just need a little 'nudge'. Prospect Medical Systems has initiated a digital outreach strategy to positively impact member satisfaction and improve CAHPS scores. In doing so, they learned first-hand how their member communications were operating in departmental silos, with each outreaching to members as needed but detached from the member experience.
Sounds too good to be true? Not really. As a digital engagement pioneer and now communications orchestration platform, HealthCrowd has had significant exposure to compliance teams and state agencies. We understand their concerns and work closely with health plan business stakeholders to find middle ground and effectively manage risk.
The average person keeps their cell phone within proximity at all times and opens a text message within 90 seconds. So why continue to communicate only through phone calls and email, with incremental return? Optimize outreach efforts by incorporating a digital strategy to close gaps that will help you reach coveted triple aim goals. Join us as we build the business case for digital communications that connect patients and physicians.
Food insecurity has increased during the pandemic all across the country. In a recent survey 31% of Kaiser Permanente members identify food insecurity as a social need.
Since August 2019, Kaiser Permanente has partnered with HealthCrowd to successfully bridge the gap between members and CalFresh through an omnichannel outreach campaign, leveraging text messages, emails and live phone assistance to encourage members to check their eligibility and apply for CalFresh. Realizing success, Kaiser Permanente has now expanded the program across all of their markets, supporting more than 70,000 members to apply for CalFresh or SNAP benefits.
What does it take to start over? During a two-year journey, Parkland Community Health Plan (PCHP) went from completely outsourcing member communications to bringing it all in-house while redefining how they do business.
Deep research insights led to a better understanding of the value their members seek from them, leading to greater company awareness and messaging. Also, a customer journey map illuminated better ways to align communications resulting in a partnership with HealthCrowd to orchestrate an improved customer experience. With coordinated communications in place, PCHP focuses on results-based health outcomes in a whole new way