Real Conversations. Real Results.
Successful conversations can mean the difference between members taking action to improve their health or ignoring your message completely.
Healthcare leaders recognize that mPulse Mobile’s Conversational AI solutions engage populations at scale, drive them to take action, and collect valuable data to improve the member experience and elevate satisfaction scores. Using an industry-leading combination of technical capabilities, omnichannel engagement experience, and proven methodologies, we consistently deliver better outcomes for our customers.
Medication Adherence
Increased medication adherence for chronic condition Star Ratings
Customer
Multi-State Blue Cross Blue Shield Plan Group
Population
Medicare plan members with chronic conditions who are due or past due for refills
Goals
Increase prescription refill rates, generate operational efficiencies, and impact Adherence for Diabetes, Adherence for Hypertension, and Adherence for Cholesterol
Solution
mPulse Mobile’s Medication Adherence Solution was implemented with reminders for members to refill prescriptions at their preferred pharmacy
Results
Members who opted for the text-based reminder program had a refill rate of 85%. The solution helped drive over 2,000 new refills from the 2,219 members receiving extra reminders over a 3-month study period. 72% of surveyed members gave “very positive” feedback.
Medicare Gaps in Care
Boosting engagement for urgent care patients after visits
Customer
Large national payer with over 4 million Medicare-covered livesPopulation
Hard-to-reach Medicare Advantage membersGoals
Close gaps in care for members who had open gaps and had not responded to multiple previous outreach efforts in key Star Rating measures: Colorectal Cancer Screening, Diabetes Care – Kidney Disease Monitoring, and Diabetes Care – Blood Sugar Controlled
Solution
mPulse Mobile’s Medicare Preventive Screenings Solution was implemented for members who had open gaps in multiple western US MA plans in December 2019. Over 77,000 members received targeted automated reminders to close their gaps before the end of year—with outreach only starting on Dec 13.Results
10.5pp improvement in C15 – A1c Controlled closure (19.5% v. 9.0%)Rx Refill
Increased medication adherence for chronic condition Star Ratings
Customer
Kaiser Permanente – published in JMIR 2019Population
12,272 Medicare patients with chronic conditions who were past-due for one or more prescriptions for their chronic conditionsGoals
Increase Rx Refills for Medicare patients with chronic conditions who are non-adherent with their medication refillsSolution
mPulse Mobile’s Medication Adherence solution delivered an interactive refill dialogue to patients enabling them to refill directly through text messaging.Results
The intervention population refill rate was 44% compared to 30% for the comparison group (p<0.001). Patients reported 94% satisfaction with the Medication Adherence solution. Learn more Learn More
Patient Engagement
Improving the patient experience while driving higher engagement
Customer
Healthcare experience technology and services company
Population
Diverse patient population with ages ranging from 16-85
Goals
Communicate with patients through meaningful interactive SMS messages to improve patient satisfaction and scale business efficiencies.
Solution
mPulse deployed solution workflows across maternity, cardiovascular, and orthopedic business lines and included conversations focused on health and wellness programs, health updates, and post-discharge instructions.
Results
Text conversations ranged from just a few messages to longer dialogues of 80+ messages. 71% of all patients opted in. 60% conversation response rate. 63% link click-through rate to related calls-to-action.
Social Isolation – COVID-19
Supporting isolated members during the COVID-19 pandemic
Customer
A leading Medicaid MCO in the Midwest with ~345,000 membersPopulation
Older bilingual Medicare population consisting of over 85k membersGoals
Combat social isolation among older and more vulnerable Medicare members by sending fotonovelas via text message outreach to help Medicare members stay active, positive and connected while at homeSolution
Members received web-based links to fotonovelas in either English or Spanish which consisted of 6 stories with vignettes tailored to their age. The stories provided coping strategies, tips and ideas and had a theme such as staying connected, cooking together, being active, trying new hobbies and working from home.Results
A total of 7.5% of members clicked a total of 8,177 times on the link and 36% responded to the follow-up question. 80% “loved” or “liked” the fotonovela
Patient Access
Customer
Online behavioral health therapy provider in Colorado
Population
A 400,000 Medicaid beneficiary population
Goals
Use the text channel to drive increased adoption of online mental health therapy and support services
Solution
mPulse Mobile’s Patient Access solution delivered interactive text dialogues that identified at-risk individuals and directed them to appropriate services.
Results
Texts accounted for 82% of weekly sign-ups compared to 18% from physician referrals, Facebook ads, and word of mouth.
Member Navigation
Provide an exceptional member onboarding experience
Customer
Leading Health Plan
Population
Over 45,000 Dual Eligible Special Need Plan (D-SNP) Members
Goals
Welcome and onboard new D-SNP members. Inform and educate members about available programs and benefits to encourage utilization.
Solution
mPulse’s new member navigation solution was used to enroll new members in a 3-week SMS program that sent weekly messages promoting different actions and encouraging engagement across available benefits.
Results
58% engagement rate across all programs.
Emergency Department Utilization
Cost savings from reduced unnecessary Emergency Department use
Customer
Leading National Health Plan
Population
Approximately 12,000 members identified as high unnecessary utilizers of the Emergency Department
Goals
Automate and optimize communications to redirect members from the ED to urgent care facilities and lower unnecessary health plan spending.
Solution
mPulse launched mobile SMS campaign to engage and educate key members on determining the right level of care for their health needs.
Results
70% reduction in ED visits across targeted population following program completion.
Appointment Reminders
Improving patient appointment attendance
Customer
Health System operating over 50 hospitals nationally
Population
Over 1 million patients
Goals
Improve patient experience and appointment attendance by enabling confirmation through reminders and updating responses directly through our Epic Integration. Scale staff and human services through automated digital interactions.
Solution
mPulse’s omnichannel appointment reminder solution was deployed across SMS, IVR, and Mobile Web channels. The program used mPulse’s patient communication Epic application to automate outreach through the Epic platform. Communications were sent in both English and Spanish translation.
Results
Over 2 million appointments were supported during a 6-month period. The SMS channel successfully saw a 48% response rate. The program avoided significant no-shows by driving 50,000 automated cancellations.
Health Supply Reorder
Improved reorder rates and consumer experience via two-way outreach
Customer
National home health supply firm
Population
Ostomy, urology, wound care, and incontinence patients in a consumer population of over 180,000
Goals
Increase customer interactivity and supply reorders on a patient-preferred channel
Solution
mPulse Mobile’s Order Refill solution sent automated text dialogues to consumers who were due to reorder home health supplies
Results
5pp improvement of reorder rates and an opt-out rate of under 2%
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