Company News Archives - mPulse Mobile

mPulse Mobile Achieves Strong YoY Revenue Growth in Q2 2023 Driven by Outcomes-Driven Engagement Solutions

Posted on August 16, 2023 by mPulse Team

LOS ANGELES–(BUSINESS WIRE)–mPulse Mobile, a leader in conversational AI and digital engagement solutions for the healthcare industry, today announced strong momentum in Q2 2023, with 159% new revenue growth over the prior year (Q2 2022) and over 80 million unique health consumers engaged through its SMS programs in Q2 2023. The company also announced the launch of its Emergency Department Diversion solution aimed at addressing overuse of the ED to reduce costs and help members access appropriate channels of care.

Value Based Care and Emergency Department Use

Value based care (VBC) strategies require a high level of member engagement, proactive outreach, and seamless coordination of care to scale across diverse populations and drive a successful business model. mPulse is supporting the needs of VBC organizations such as Accountable Care Organizations (ACOs) and managed services providers by deploying Conversational AI solutions that integrate streaming content to educate members and drive better health behaviors.

Reducing inappropriate or overuse of the Emergency Department (ED) offers a key opportunity to improve the performance of value based care plans. Today, mPulse announced the launch of its Emergency Department Diversion solution, which targets large populations and “high utilizers” to adopt more efficient and appropriate care channels. The solution is an optimized version of in-market programs, which have already reduced improper Emergency Department use by almost 70% and directed 60% of patients to visit their primary care provider (PCP) instead of the ED.

Medicaid Continuous Enrollment

As individual states manage the resumption of Medicaid re-enrollment, mPulse is supporting 24 health plans with omnichannel digital engagement that activates members to complete the redetermination process. Recently reported data shows procedural disenrollments account for 75% of beneficiaries losing coverage. This highlights the importance of providing support to individuals to help overcome barriers and connect them to appropriate resources. mPulse has leveraged its Redetermination Solution across SMS, IVR and email channels and launched over 110 tailored Redetermination engagement programs to over 7 million Medicaid beneficiaries at risk of losing coverage. mPulse’s solution uses conversational AI to generate engagement rates in excess of 30% by automatically interpreting member’s responses, aligning with language preferences and integrating high-impact streaming content into the outreach. Historically, mPulse’s redetermination outreach solutions have driven 42% increases in redetermination rates and a 93% completion rate after engaging with the program.

mPulse Recognized by Gartner® in Multiple Categories

mPulse was recognized by Gartner in its July 2023 report, “Hype Cycle™ for U.S. Healthcare Payers, 2023” as a Sample Vendor in two categories identified as having transformational benefit rating: Consumer-Centric Health Products and Community Resource Network Management (CRNM). Both categories are forecast to have a transformational impact and mainstream market adoption within a two- to five-year time horizon.

In addition, mPulse was mentioned in a new July 2023 Hype Cycle report, “Hype Cycle for Consumer Engagement and Experience in Healthcare and Life Sciences, 2023.” We believe its mention in this report demonstrates mPulse’s growing presence in the life sciences market segment, as its engagement solution increases in adoption to help support clinical trial engagement and participant retention over time.

“Through our extensive partnerships across the healthcare ecosystem, we are closely attuned to the needs of leading healthcare organizations, which continue to seek innovative technologies to support core business strategies,” said Bob Farrell, CEO of mPulse Mobile. “The innovative health plans we work with recognize the need for technology-driven member engagement that go beyond what traditional outreach can offer, and our flexible conversational AI and digital engagement solutions move the needle for their value based care goals, even among the hardest to reach populations. We feel both our customers’ results and our recognition by Gartner in key technology categories illustrate mPulse’s ability to deliver lasting improvements in the consumer health experience and member outcomes.”

To provide a forum to discuss trends in digital engagement across the healthcare industry, mPulse Mobile is hosting the Activate2023 conference September 27-28, 2023 and today announces new speakers, including Dr. Reed Tuckson, a physician and public health research advocate, and Craig Kennedy, President & CEO of Medicaid Health Plans of America (MHPA). The full agenda and registration page can be found at https://go.mpulsemobile.com/activate2023.

mPulse Mobile recognized in 2023 Gartner® Hype Cycle™ for U.S. Healthcare Payers

Posted on August 9, 2023August 9, 2023 by mPulse Team

LOS ANGELES — August 9, 2023 mPulse Mobile, a leader in conversational AI and digital engagement solutions for the healthcare industry, today announced that it was named by Gartner in its “Hype Cycle for U.S. Healthcare Payers, 2023” report as a Sample Vendor in both the Consumer-Centric Health Products and Community Resource Network Management categories. These categories help “connect members to the broader healthcare ecosystem” and “[close] health disparities and advance health equity,” respectively.

This recognition marks the second consecutive year mPulse Mobile has been identified as a Sample Vendor for the Consumer-Centric Health Products category—a market segment providing solutions that “encourage early and ongoing health and wellness engagement.” . As per Gartner, the years to mainstream adoption for the category is ‘two to five’ years with benefit rating as ‘transformational’.

This Hype Cycle identifies and describes key capabilities payers must adopt to overcome a particularly volatile business and societal environment while staying on target to achieve enterprise goals. Though health plans have historically seen slow progress in digitalization efforts, the disruption they have been experiencing since 2020 has led to an urgent demand for new technologies to create efficiencies and drive competitiveness in the market. We believe mPulse Mobile’s inclusion in the report demonstrates the company’s expertise and technology can support the significant transformational strategies being implemented by leading health plans.

“We are honored to be identified as a Sample Vendor for two categories in 2023 Gartner Hype Cycle for U.S. Healthcare Payers,” said Bob Farrell, CEO of mPulse Mobile. “We believe the dual recognition within two important categories demonstrates mPulse Mobile’s ability to impact the broader healthcare ecosystem and deliver innovative solutions at scale that address potential barriers to improve access to care and resources. We work with over 200 healthcare organizations who leverage our digital solutions to focus on these strategies, and it is clear that when healthcare organizations invest in the right technologies, they can deliver outcomes that provide value to members and consumers, improve health outcomes while increasing profitability.”

Learn more about how mPulse Mobile transforms member and patient engagement on our website or at the upcoming annual conference, Activate 2023, where industry leaders will gather to discuss actionable health equity and digital health engagement strategies. Activate 2023 registration is free for health plans and healthcare organizations.

View the full press release here »

Gartner, Hype Cycle for U.S. Healthcare Payers, 2023, Mandi Bishop, Connie Salgy, and 1 more, 10 July 2023

Gartner is a registered trademark and service mark and Hype Cycle is a registered trademark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and are used herein with permission. All rights reserved.

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Gartner, Hype Cycle for U.S. Healthcare Payers, 2023, Mandi Bishop, Connie Salgy, and 1 more, 10 July 2023

mPulse Mobile Drives Strong Q1 2023 Growth

Posted on May 25, 2023July 5, 2023 by mPulse Team

LOS ANGELES–(BUSINESS WIRE)–mPulse Mobile, a leading provider of conversational AI and digital engagement solutions for the healthcare industry, today announced strong, profitable revenue growth for Q1 driven by increases in its market footprint, expanded solutions offerings and consistent improvement in health outcomes for the members and patients of its customers. During the quarter, the company surpassed 200 active customers that have automated over 1 billion conversations to deliver stellar business outcomes over the last 12 months.

The company increased its market footprint during the quarter with existing and new national payor customers by expanding into new geographies across Medicaid, Medicare, Commercial and Pharmacy lines of business. Additionally, the company increased its customer base through new partnerships with Accountable Care Organizations, Integrated Delivery Networks and other “payvider” networks (hybrid provider/payor healthcare companies). These organizations are using mPulse Mobile’s omnichannel, content-rich digital engagement platform to drive significant value by closing gaps in care, improving the consumer experience, creating retention and, most importantly, improving the health outcomes of their members and patients.

“There is a clear need in the market for leading healthcare organizations to connect with their members and patients digitally,” said Bob Farrell, CEO of mPulse Mobile. “We are partnering with our customers to deploy bespoke digital experiences that connect with individuals across diverse populations. It is exciting to see our customers use the consumer data our programs generate to measure performance against their key business goals and see the positive impact on the lives of tens of millions of individuals.”

Expanded Solutions Offerings

mPulse continues to build strong digital engagement solutions on top of the company’s core platform. These solutions address specific health challenges by addressing the needs of individual consumers and activating behavior change. Today, mPulse announced the launch of new engagement solutions for Pregnancy to its suite of solutions. mPulse’s team of behavioral scientists and engagement strategists designed the new Pregnancy solution with conversational outreach and integrated streaming content to deliver an outcomes-focused digital engagement experience that supports individuals of diverse backgrounds and abilities. Spanning pre-natal and post-partum stages, the Pregnancy solution helps mothers navigate their pregnancy and early stages of their child’s life with a focus on completing key preventive health steps, aligned to quality improvement measures. The 12-month program is available across 7 languages with clinical instruction delivered by Dr. Christine Noa Sterling, board-certified ObGyn.

Improvements in Health Outcomes

mPulse’s solutions focus on improving health outcomes, creating business efficiencies and boosting health engagement rates. Over the last 12 months, mPulse has consistently demonstrated high levels of solution performance with leading healthcare organizations across the country. For example:

A large national health plan demonstrated improvements in gap closure across 10 HEDIS measures, with improvements ranging from 2.1 to 18.3 percentage points.
A national health services company deployed automated digital engagement with health coaching and achieved a 90.6% engagement rate with the digital component of the solution.
An HIV medication refill program saw a 68.7% improvement in refill completion among patients overdue for refills.
A national health services company achieved an 8-fold increase in enrollees of its streaming health content, with an average total engagement time of 70 mins per enrollee.

Activate 2023 Conference

mPulse continues to drive innovation in digital experiences for health consumers and is hosting its Activate 2023 conference on September 27-28^th, with the theme Designing Consumer Journeys for Health Equity. Dr. Ruha Benjamin will be the keynote speaker. Dr. Benjamin is Professor of African American Studies at Princeton University and an expert on the intersection of race, technology, and data.

“This is our seventh consecutive year of hosting the Activate conference, and the theme this year uncovers the role digital experiences play in healthcare access and quality to address health inequities,” said Brendan McClure, Chief Marketing Officer at mPulse Mobile. “Dr. Benjamin’s perspectives on racial bias in technology systems will guide discussions around optimal design of digital programs and how they can affect consumer experiences for maximum positive impact on health outcomes.”

Digital Engagement Study in JMIR Cancer

mPulse continues to drive activities that further the understanding and drive education on the use of digital engagement to improve health outcomes. In this regard, mPulse published a milestone study in partnership with AltaMed Health Services and evaluators at the Kaiser Permanente Washington Health Research Institute. The study evaluated digital strategies for increasing colorectal cancer screenings among populations facing Social Determinants of Health (SDoH) barriers by using automated, bidirectional texting with Natural Language Understanding (NLU) and tailored cultural content in the form of fotonovelas.

The findings, published in JMIR Cancer, show how digital engagement approaches can effectively address the challenges people face in completing important health actions like routine screenings.

View the press release on Business Wire »

mPulse Mobile Announces mPulse for Salesforce on Salesforce AppExchange

Posted on April 27, 2023April 27, 2023 by Brendan McClure

LOS ANGELES – mPulse Mobile, a leader in conversational AI and digital engagement solutions for the healthcare industry, announced the launch of mPulse for Salesforce on Salesforce AppExchange to enable healthcare organizations to deploy SMS texting outreach to their patients and members. mPulse for Salesforce allows the healthcare industry to access and integrate mPulse’s digital engagement capabilities into their member outreach programs to improve health outcomes and increase efficiency.

Integrated directly with Salesforce, mPulse for Salesforce is currently available on AppExchange at https://appexchange.salesforce.com/listingDetail?listingId=a0N4V00000G6oKDUAZ&tab=e

mPulse for Salesforce provides Salesforce Health Cloud, Sales Cloud and Service Cloud customers access to mPulse Mobile’s Engagement Console, a cloud-based user interface for managing 1:1 SMS texting interactions. mPulse for Salesforce also allows healthcare organizations to have up to date member data directly in Salesforce when messaging and managing their health engagement programs.

mPulse for Salesforce

With mPulse Mobile’s solutions, healthcare organizations can empower their support staff, engage with patients and members through 1:1 texting interactions and live agents. Texting is a preferred approach for consumers to interact with businesses for check-ins and simple requests, and mPulse for Salesforce creates an opportunity for healthcare organizations to deploy this type of support. Using 1:1 texting, healthcare support staff can reach more patients in less time, which improves efficiency at a time when healthcare staff resources are stretched.

“Demand is high and ever increasing for powerful tools to improve healthy behaviors among consumers and drive operational efficiencies,” said Bob Farrell, CEO of mPulse Mobile. “Our customers are deploying solutions to address workforce shortages. Now our solution integrates with Salesforce, we can reach more healthcare organizations with our solution and deliver on our mission of helping improve patient outcomes with innovative technology.”

The solutions are HIPAA compliant & HITRUST certified. Leveraging mPulse for Salesforce capabilities, healthcare organizations can enhance a broad range of health engagement programs including:

Plan Navigation, giving members easy access to help and offering additional information
Care Management by targeting high-risk or high-cost consumers with 1:1 outreach

Medication Adherence to address consumer questions about their prescriptions and complete refills through text interactions
Health Coaching, which streamlines outreach and engagement with program participants and extends coaching conversations via SMS texting

mPulse for Salesforce is a welcome addition to AppExchange, as it accelerates business transformation for customers by helping healthcare organizations engage with patients while increasing internal efficiencies,” said David Lee, Vice President or Product Management, AppExchange. “AppExchange is constantly evolving to connect customers with the right apps and experts for their business needs.”

View the press release on Business Wire »

mPulse Mobile and AltaMed Research Innovative Approach to Increasing Colorectal Cancer Screenings

Posted on April 18, 2023April 18, 2023 by Brendan McClure

LOS ANGELES–(BUSINESS WIRE)–mPulse Mobile, a leader in conversational AI and digital engagement solutions, partnered with AltaMed Health Services, one of the largest nonprofit federally qualified health centers (FQHC) in the U.S., to publish a research study in JMIR Cancer. The study found that automated, bidirectional texting using Natural Language Understanding (NLU) and fotonovelas can increase screenings for colorectal cancer, particularly among populations facing Social Determinants of Health (SDoH) barriers.

While colorectal cancer is the second most deadly type of cancer in the United States, it is also highly preventable with regular screening, as rates of survival are high when caught early. The California member population served by AltaMed, which is majority Hispanic or Latin American, is less likely to be screened for colorectal cancer and more likely to be diagnosed with advanced disease than non-Hispanic white patients due to a variety of SDoH barriers to care. AltaMed partnered with mPulse Mobile to research ways to address these barriers by delivering culturally-tailored mobile content, in the familiar fotonovela format, aimed at overcoming lack of awareness around CRC screenings and other cultural and behavioral barriers.

Along with mailing at-home fecal immunochemical tests, or FIT kits, to members due for screenings, the randomized controlled trial used an automated texting program for two-way communication to identify barriers to getting screened and to educate members around the importance of screening. Among 5,241 members who had not completed their FIT kit after 12 weeks, an intervention group received an additional 4-week series of automated text messages monitored using a program developed by mPulse Mobile. In combination with the text messages, participants were sent a link to a fotonovela in either English or Spanish, containing a comic about someone encouraging a friend to complete their FIT kit and explaining why the screening is important.

The intervention resulted in a significant quality improvement among participating members:

40% of members in the intervention group engaged with the text messages. Of those, 31% clicked on the link to view the fotonovela.
The intervention group had a screening rate of 18.8%, while the group that did not receive the texts and fotonovela had a screening rate of 11.7%.
Screening rates were higher among members who engaged with the text messages than among those who did not.

“Addressing Social Determinants of Health barriers among hard-to-reach populations is a core facet of mPulse Mobile’s mission,” said Bob Farrell, CEO of mPulse Mobile. “We’re thrilled to have partnered with an organization like AltaMed to demonstrate how innovative digital engagement approaches can address the challenges people face completing important health actions. Understanding the needs of individuals at scale and then tailoring touchpoints to address these needs is a crucial part of improving health outcomes across diverse populations.”

mPulse Mobile, the leader in Conversational AI solutions for the healthcare industry, drives improved health outcomes and business efficiencies by engaging individuals with tailored and meaningful dialogue. mPulse Mobile combines behavioral science, analytics, and industry expertise to help healthcare organizations move their consumers to adopt healthy behaviors.

“Our program used tailored conversations and personalized stories to engage different segments and drive behavior change. Conversational AI helped us to uncover the reasons why people weren’t completing their screenings and to address these barriers in real time. The results show that we were able to reach and influence some of the most vulnerable populations and this is very encouraging,” said Rena Brar Prayaga, Behavioral Data Scientist and co-author of the study.

AltaMed Health Services, serving primarily Latinx patients in Southern California, has a history of leading innovative, culturally-tailored member engagement programs that improve care outcomes and overcome social determinant barriers among their member population.

Evaluators at the Center for Community Health and Evaluation (CCHE), part of the Kaiser Permanente Washington Health Research Institute, independently evaluated the intervention. The full study, “Using Text Messages and Fotonovelas to Increase Return of Home-Mailed Colorectal Cancer Screening Tests: Mixed Methods Evaluation” was a collaboration between AltaMed, mPulse Mobile and CCHE and published in JMIR Cancer. Authors of the study are Carly E Levitz and Elena Kuo from the Center for Community Health and Evaluation, Monica Guo, Esmeralda Ruiz, Evelyn Torres-Ozadali and Anne Escaron from AltaMed, and Rena Brar Prayaga from mPulse Mobile.

About mPulse Mobile:

mPulse Mobile is transforming digital engagement for healthcare’s leading organizations through proven solutions that combine conversational AI with integrated streaming content. mPulse Mobile’s innovative technology and engagement strategy deliver business efficiencies, improve health outcomes, and inspire a more equitable, healthier world, one person at a time. mPulse Mobile has over 12 years of digital health engagement experience and partners with over 200 leading healthcare organizations to deliver over 1 billion tailored digital touch points with health consumers annually. To learn more visit mpulsemobile.com.

About AltaMed Health Services:

AltaMed understands that when people receive care that considers their individual health needs and respects their cultural preferences; they grow healthy—and help their families do the same. Since 1969, we have delivered complete medical services to communities across Southern California. Our team of qualified multicultural and bilingual professionals—from these same communities— is focused on eliminating barriers to primary care services, senior care programs, and essential community services. With nearly 50 accredited health centers and service facilities, we remain committed and ready to help you grow healthy at any age.

View the press release on Business Wire.

People of mPulse: SriVani Ganti, Director of Health Equity

Posted on April 11, 2023August 7, 2023 by mPulse Team

SriVani Ganti brings a unique perspective to member engagement as Director of Health Equity at mPulse and feels that she and her team play a critical role in making people feel seen.

“For me, when I think about health equity, it’s really personal. As the daughter of immigrants, as a woman of color, I have witnessed systemic racism not just in terms of looks but also in terms of all the assumptions that have been made historically,” she says.

Working hard to address that imbalance and treat people with the dignity and respect they deserve, SriVani feels that mPulse’s solutions are changing the landscape of member engagement. “We have this really cool technology that lets everyone’s experience be bespoke to them, and we can do it in a scalable way. Everyone comes with different perspectives, backgrounds, and narratives, and that means we need different approaches to achieve the same outcomes for each of them.”

Bridging the gap

Having done her Bachelor of Science in Biology through Northeastern University thinking she might become a doctor or a researcher, SriVani realized that neither were for her and went on to achieve her Masters in Health Communication through Boston University.

Having always been her family’s ‘translator’, demystifying what was presented to them when it came to ‘doctor speak’, today, SriVani continues to do just that for millions of people around the country.

With considerable experience in digital engagement, member experience, and health communications through text messaging, interactive voice response, emails and nanosites, SriVani has been focused on these modalities since she joined HealthCrowd in 2016 which later merged with mPulse in 2021. Prior to her time at HealthCrowd, SriVani worked in a few different industries including as a counterintelligence government contractor and Membership Director at a non-profit.

As a result, SriVani understands that delivering the right content to the right people at the right time, and through the right channels is critical when it comes to health equity, and she challenges her team to find new and innovative ways to reach diverse member population groups all the time.

“My philosophy, when it comes to health equity, is to design for everyone on the margin. Because when we design for them, we include everyone in the middle,” she says. “This inevitably benefits society as a whole,” she adds, citing closed captioning subtitles as an example.

Dedicated to creating the ideal member experience, SriVani describes the Engagement Team as a small but mighty group of individuals, who each bring valuable experience from their different backgrounds, such as public health, behavioral science, health equity, and learning experience to create engaging moments of education that motivate people to take action. This not only helps health plans close important healthcare gaps, but it also educates and empowers members in a more sustainable way.

In fact, during her time at mPulse, the team has worked on a number of fascinating projects including surveys that uncover social needs such as housing, food insecurity, and financial and job instability. Based on these and other insights, they’ve developed a range of solutions focused on improving health equity, such as pregnancy solutions that target and educate Black mothers who experience some of the highest mortality rates in the country, or diabetes management campaigns for Latino populations that provide culturally relevant dietary tips and acknowledge cultural beliefs on how to treat the condition. Additionally, they have created programs in over 13 languages to help improve individual health literacy, which have seen extremely positive results with members seeking out important social services and closing healthcare gaps.

Trusted advisors

As a result, SriVani says she’s proud that, as a team, they’ve become more than a vendor to their customers, they’ve become trusted advisors.

In fact, having attended and chaired the BRI Network SDOH (Social Determinants of Health) Summit earlier this year, SriVani used the opportunity to connect with the industry and really dig into what our customers and their members are struggling with.

“A big part of what drives your personal health outcomes is actually what’s happening around you. It’s not just your access to primary care providers or urgent care, it’s things like financial stability, access to quality education, even the quality of the neighborhood you live in,” explains SriVani, who went on to add that conversations she had sparked all sorts of ideas for what we can do and how can we do it better.

“The benefit of the mPulse Mobile technology is that we can get messages out there at a wide scale, but more than that, we can make them super personalized to the individual receiving them,” says SriVani, who explains that she and her team are working on a health equity playbook and how to be more inclusive in their marketing.

“The thing with health equity is that you always have to be considering different perspectives. No one should receive the exact same message. Every message should be tweaked based on the person’s background, health, cultural background and more,” says SriVani.

Giving Back

It’s clear that a different perspective is exactly what SriVani brings to the table, as she works to create genuine moments of connection in everything she turns her hand to. Fortunate to enjoy a natural synergy day between her personal passion projects and her day job, SriVani is doing what she loves every day.

Born and raised in Massachusetts, SriVani is now based in Maryland, and credits her parents for shaping the way she sees the world. Growing up watching them give back to those around them, she’s inspired to make a difference in her own way. “I like giving back. I think it goes back to kindness, and if we have more kindness in this world things can only be better,” she says with humility.

A veritable powerhouse, SriVani is proof that dynamite comes in small packages. Aside from volunteering with a local spiritual organization, she co-founded a Hindu environmental organization, is the Director of Communications for a nonprofit dedicated to eradicating maternal and infant mortality rates in India, and is also the co-founder of a South Asian Publishing house, focused on putting out children’s literature featuring children of color.

“Every child deserves to be the hero of a story because if you don’t see yourself, then you don’t believe you can do it,” explains SriVani, eloquently summing up her beliefs when it comes to health equity too.

mPulse Supports Over 30 Customers During the Unwinding of Continuous Enrollment

Posted on February 22, 2023March 1, 2023 by Brendan McClure

LOS ANGELES – mPulse Mobile, a leader in conversational AI and digital engagement solutions, announces collaborations with over 30 managed healthcare organization customers to leverage digital engagement strategies to support the redetermination of Medicaid and CHIP enrollees following the end of the continuous enrollment period that was part of the Covid-19 public health emergency (PHE). These collaborations will ensure millions of low-income Americans retain the health coverage they need, and will provide digital resources to help individuals who no longer qualify for Medicaid transition to public exchange plans.

On December 29, 2022, President Biden signed a federal spending bill containing legislation decoupling continuous enrollment from the PHE effective April 1, 2023. Medicaid and CHIP enrollees will have to go through the recertification process to retain coverage. Medicaid Managed Care organizations (MCOs) have a 12-month timeframe to initiate and two additional months to complete renewals for their members in collaboration with local and state agencies. On January 23, 2023, the FCC issued a declaratory ruling reaffirming that the provision of a mobile phone number by a member to their state agency during the enrollment process constitutes prior express consent. Therefore, text outreach is an effective tool to drive the recertification process.

“Medicaid plans face a large administrative challenge to ensure their enrollees have continuous access to care,” said Bob Farrell, CEO of mPulse Mobile. “Many Medicaid beneficiaries tend to change addresses frequently, so traditional mailed recertification communications are less effective, whereas mobile phone ownership is well above 90% and text is utilized across populations. mPulse has pioneered the use of text outreach across lower income populations and individuals who face SDoH impacts, and we’ve consistently demonstrated our ability to engage and activate these hard-to-reach populations to take positive action for their own health.”

mPulse is working with a broad set of national and regional MCOs to deploy digital outreach programs to support members through the recertification process. mPulse’s conversational AI capabilities allow health plans to send out reminders with embedded links to online sites for recertification and ask questions about barriers that may be preventing members from re-enrolling. As members respond via text, the automated program addresses the issues they identify, which provides a robust consumer experience and improves program outcomes. mPulse has deployed automated conversational programs to Medicaid populations across seven languages. Prior to the Covid-19 pandemic, mPulse’s digital outreach redetermination programs consistently delivered over 20 percentage point improvements in redetermination rates compared to traditional communication channels.

Learn more about mPulse Mobile’s support for Medicaid and CHIP member redetermination »

“With much of the last year spent in a holding pattern with each 90-day PHE renewal, we finally have a clear path through the end of the unwinding phase,” said Reva Sheehan, Senior Director of Customer Insights at mPulse Mobile. “However, that doesn’t mean it will be easy. This is an all-hands-on-deck moment for Medicaid MCOs. We encourage all impacted health plans to take advantage of CMS’ call for states and MCOs to work together, and the FCC’s clarification of prior express consent to text and call individuals to provide assistance through the entire recertification process. In addition to known challenges and barriers, many of these individuals have never been through a recertification process. The robust multi-channel communication approach that mPulse Mobile provides is the best way to keep at-risk members from slipping through the cracks.”

Visit the full press release on business wire »

People of mPulse: Tom Godfrey, Vice President of Engagement and Content

Posted on February 21, 2023February 21, 2023 by mPulse Team

If you ask Tom Godfrey what he does for a living, he’ll tell you that he helps people “build and practice the skills of health.” As mPulse Mobile’s Vice President of Engagement and Content, he and his team of instructional writers, behavioral scientists, visual designers, and health equity strategists design mPulse’s many engagement solutions—everything from SMS campaigns to encourage flu shots to online courses that teach people with chronic disease how to manage their complex conditions.

It’s this mix of disciplines and capabilities that Tom believes sets mPulse apart in terms of the power and potential of its engagement solutions. “Getting your members to make healthy choices and take healthy actions isn’t as simple as just telling them it’s time to do so. We need to find creative ways to engage, and I think by combining our omnichannel communication strategies and techniques with powerful digital content like educational videos, animations, interactive stories, and more, we can truly connect with members in ways that helps them take charge of their health.”

Making Learning Fun

Tom never intended to have a career in health engagement. He started out in corporate training. While he enjoyed it, there was one thing he noticed that bugged him. “Most corporate learning is lousy. It’s not fun. It’s not interesting. It’s just information, often delivered poorly. There are exceptions, but it seems the goal of most training is to be able to say the content has been delivered, not that meaningful learning has occurred.” So Tom made it his mission to be different. Regardless of topic or goal, Tom believed anything he was going to put in front of others with the aim of driving change needs to be, “worth their limited time, relevant, actionable, and cool.” If it isn’t those things, they won’t pay attention and it won’t work.

Those beliefs led him to digital learning where his career flourished and he built a reputation as a truly creative and innovative learning designer. In 2014, he was recruited as employee number one at The Big Know, where he spent seven years helping them build a modern digital learning platform for healthcare. Acquired by mPulse Mobile in 2021, the merger combined The Big Know’s rich media content development capabilities with mPulse’s proven ability to reach and engage vital member populations.

A Team Approach

When asked what his proudest achievement has been at mPulse, Tom immediately gives kudos to the people around him. “I’m really proud of the team we’ve built. We’ve got some really talented people that care about being able to make a difference in the lives of others and care about making content they’re proud of. And they’re good at it. So I feel pretty lucky that I get to work with them.”

Looking to the future, Tom believes they’ve only just started to scratch the surface of how tightly they can integrate the content they create on the streaming side with the messaging solutions that we build on the platform side. “I believe the use of this content, combined with our expertise in behavioral science, can super charge our engagement efforts for our clients. Now we just need to do it at a bigger scale and design our solutions in a way that they better address the challenges of health equity for the different audiences we support,” he says.

Expanding Horizons

Married with three kids, Tom lives in “The Bold North” (a.k.a. Minneapolis, Minnesota), and enjoys spending time together as a family and traveling as much as they can. Since getting married to LeeAnne, they moved from Minnesota to Arizona, from Arizona to Seoul, South Korea, and from Korea back to Minneapolis.

Later, after having been home for a few years to have their first two children, they were presented with another opportunity to live and work in France, which they jumped at. “We didn’t hesitate. We packed up the kids and went. And it was so worth it,” says Tom. “It reflects a value that’s important to my wife and I, which is exposing ourselves and our children to different cultures. It’s hard but fun being a foreigner. It teaches you things that you don’t get if you just stay where you are,” he adds, highlighting a core belief that might’ve just played a small part in influencing what he’s spent his life doing…expanding other people’s horizons and opening their minds to a world of opportunity.

mPulse Mobile Appoints Jay Brookes as Chief Sales Officer and Brendan McClure as Chief Marketing Officer

Posted on January 24, 2023January 24, 2023 by mPulse Team

LOS ANGELES–(BUSINESS WIRE)–mPulse Mobile, a leader in conversational AI and digital engagement solutions for the healthcare industry, announced the appointments of Jay Brookes to Chief Sales Officer and Brendan McClure to Chief Marketing Officer. The expansion of the company’s C-suite increases the healthcare technology expertise among the leadership team and strengthens its commitment to the mission of helping healthcare organizations improve outcomes with innovative technology.

“Healthcare organizations need innovative solutions to meet the needs of modern consumers and drive cost efficiencies,” stated Bob Farrell, CEO. “The combined skills and expertise that Jay and Brendan both bring to our company are invaluable assets for building awareness of mPulse’s unique capabilities that organizations and members are demanding today. I’m thrilled they will continue to lead our sales and marketing teams in strengthening our partnerships with leading healthcare organizations to build out impactful, enterprise-wide digital engagement programs.”

Recognized as an Inc. 5000 Fastest Growing Companies in the U.S., mPulse Mobile’s customer-centric focus and commitment to disruptive, best-in-class technology have made it into a center of innovation excellence within the health engagement space. Its combined conversational AI and health streaming education content are proven to drive engagement and healthy actions among hard-to-reach member populations, including those facing significant social determinants of health (SDoH) barriers.

Read the full press release here.

mPulse Expands Streaming Engagement Capabilities for Consumer-Focused Digital Health Content

Posted on December 15, 2022May 5, 2023 by Brendan McClure

mPulse Mobile announced today the launch of new content capabilities and streaming courses that address health literacy barriers in a consumer-friendly format.

Several solution advances continue mPulse’s focus on integrating streaming content into digital health engagement strategies, creating an industry-leading combination of conversational AI that drives two-way SMS messaging campaigns and powerful health streaming content to engage, delight, and move consumers to adopt healthy behaviors. New capabilities include “Stories” Videos and Health Educational Courses.

“Stories” Video Format

mPulse launched the stories video format to deliver more impactful content experiences in consumer-focused outreach programs. The format adapts video “stories” commonly seen in social media platforms like TikTok and Instagram Reels to deliver captivating content on important healthcare topics.

New Health Educational Courses

mPulse has also launched new streaming health courses that address key health issues and improve health literacy in a consumer-friendly digital format. Produced with proven learning techniques and behavioral science, these courses allow healthcare organizations to extend the digital experience from initial outreach to deep, relationship-building experiences.

Read the full press release »

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Category: Company News