Outcomes

Real Conversations. Real Results.

We power meaningful conversations between healthcare organizations and their consumers. Successful conversations can mean the difference between members taking action to improve their health or ignoring your message completely. Better conversations aren’t just about how often you reach out. They depend on delivering the right message through highly engaging channels and properly managing responses.

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 of technical capabilities, omnichannel engagement experience, and proven methodologies, we consistently deliver better outcomes for our customers.

Social Isolation – COVID-19

Customer

A leading Medicaid MCO in the Midwest with ~345,000 members

Population

Older bilingual Medicare population consisting of over 85k members

Goals

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 home

Solution

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

7.5%
Members Who Clicked on Links
36%
Response Rate to Follow-Up
80%
"Loved" or "Liked" Fotonovela

Medicare Gaps in Care

Boosting engagement for urgent care patients after visits

Customer

Large national payer with over 4 million Medicare-covered lives

Population

Hard-to-reach Medicare Advantage members

Goals

Close gaps in care for members who had open gaps and had not responded to multiple previous outreach efforts in key Star Rating measures: C02: Colorectal Cancer Screening, C14: Diabetes Care – Kidney Disease Monitoring, C15: 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%)

10.5pp
Improvement in Controlled A1c

Rx Refills

Increased medication adherence for chronic condition Star Ratings

Customer

Kaiser Permanente – published in JMIR 2019

Population

12,272 Medicare patients with chronic conditions who were past-due for one or more prescriptions for their chronic conditions

Goals

Increase Rx Refills for Medicare patients with chronic conditions who are non-adherent with their medication refills

Solution

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.

94%
Patient Satisfaction

Diabetes Self-Management

Customer

Large West Coast IDN

Population

Controlled diabetics with A1c <7, 24% of whom will have their levels rise above 7 by their next HbA1c check.

Goals

Improve diabetes self-management to help patients with controlled diabetes stay in control as well as assess the effectiveness of Conversational AI solutions to drive behavior change for diabetes self-management

Solution

mPulse’s Activation Intelligence delivered automated tailored dialogues to controlled diabetic members over a period of 6 months following their A1c test result.

Results

78% of patients requested to be messaged 2 or more times per week, with a 23.2% overall response rate for the program. Reduction in controlled diabetics falling out of control decreased from 24% to 17%.

78%
Patients Requesting 2+ Messages per Week

Medicaid Gaps in Care

Customer

Medicaid MCO - Mid-Atlantic

Population

11,225 MCO members who had not yet completed HbA1c tests, lead screenings, and/or mammograms

Goals

Close gaps in care and improve HEDIS measures around completed screenings

Solution

mPulse Mobile deployed our text solution program to nearly 12,000 members that connected members to plan resources, transportation assistance, and live agent phone calls to schedule appointments.

Results

mPulse Mobile's Solution indentified and closed gaps in care with 48% screening completion of all targeted members, a total of 5,343 new screenings completed, and exceeded 80% reach.

48%
Screening Completion
5,434
New Screenings Completed
>80%
Reach

Emergency Department Utilization

Cost savings from reduced inappropriate Emergency Department use

Customer

Midwest Medicaid Plan

Population

Medicaid population of over 30k members who had recently visited the Emergency Department (ED)

Goals

Improve member awareness of non-emergency health services and benefits, reduce avoidable ED visits for members, and improve utilization of health services like PCP visits and nurse lines

Solution

mPulse used Activation Intelligence to orchestrate dialogues with over 30k Medicaid members. During a 12-month period, claims data was used to track how often the members receiving dialogues about ED alternatives and follow-up care compared to the overall tracked population of over 200k members.

Results

Over 12 months, the mPulse solution improved the no-visit rate by 4.5pp, decreased the 1-visit rate by 4.8pp, decreased the 2-visit rate by 4.8pp, and decreased the 3-5 visit rate by 1.5pp

4.8pp
Decrease in 1st-Visit Rate

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 D10, D11, and D12 Star Ratings

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.

85%
Refill rate
2,000
New refills in 3 months
72%
Very positive feedback

Redetermination

Customer

Medicaid MCO - Mid-Atlantic

Population

34,500 Medicaid members who had not yet responded to mail and phone reminders in a 3-month period

Goals

Reduce Medicaid churn caused by termination of coverage when eligible members fail to renew and improve redetermination rates that had been achieved by previous mail and phone outreach

Solution

mPulse Mobile deployed 5,500 text message dialogues to Medicaid members who had not yet responded to mail and phone reminders. The MCO moved to an opt-in approach rather than an "assumed" method.

Results

The program drove a 9pp improvement in redetermination rates over the monthly average, reducing churn from 38% to 29%, and reached 289% more members by using an alterntative opt-in approach.

9pp
Reduction in Churn
~3x
More Members Reached

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.

82%
Sign-ups Driven by Texts

Care Navigation

Driving meaningful interaction for pre- and post-procedure patients

Customer

A leading Medicaid MCO in the midwest with ~345,000 members

Population

Medicaid population segmented by CNI and SDOH datasets for targeted outreach

Goals

Improve utilization of health services

Solutions

mPulse Mobile used demographic datasets to assess and segment target population, delivering dialogues in English and Spanish that included interactive polls, open-ended questions, and on-demand resources.

Results

91% of members found that mPulse's text messages improved their overall knowledge of IEHP services. The number of members who reported they would visit the ER for a minor condition dropped from 11% to 4%.

91%
Members improving knowledge of services
7pp
Improvement in understanding ER use

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%

5pp
Reorder Rate Improvement
<2%
Opt-Out Rate

See What Clients Are Saying

“mPulse has been there for us, finding creative ways for us to reach consumers the way they want to be reached. We have been able to improve awareness and support around our wellness strategies through mPulse’s mobile messaging solutions.”

Neil Pierce, Strategic Consultant - Communications, Humana

“mPulse Mobile understands the unique challenges in improving engagement and medication adherence within different populations. Their intelligent, consumer-focused mobile strategies are helping us deliver differentiated value to our customers.”

Matthew Mertel, SVP of Marketing and Product Innovation, Magellan RX Management

“mPulse takes this complex and diverse mobile market and creates simplified solutions to engage consumers. mPulse knows how to engage consumers given the rapidly changing market today. The new healthcare focus really illustrates their combined expertise and shows that they are committed to our industry.”

Scott Jesse, Director of IT, Delta Dental

“The adoption of mobile communications by Medicaid plans is critical to engaging California’s low-income population, and mPulse Mobile has delivered on this promise to their customer base of more than 50 health care organizations. Health plans can now help newly enrolled Medicaid members better navigate the system with a tool they use everyday: texting.”

Jared Teo, Senior Program Officer, Health Innovation Fund

“Providing an exceptional experience includes engaging our patients in a way that is convenient and easy for them. In our first eight months of using mPulse Mobile solutions, we have seen a phenomenal 60% response rate with interactive text messages as compared to 10% with phone calls. We are able to more effectively and efficiently engage our patients and deliver on our service commitment.”

Ramu Kannan, Chief Information Officer, CityMD

“When consumers are active participants in their care, outcomes are better and costs are lower. DHIN creates value for its customers through leveraging technology to improve speed and quality of care, and mPulse Mobile is the ideal partner to assist us in more efficiently and effectively engaging consumers in their health. mPulse Mobile’s expertise and success in developing innovative solutions at the cross-section of healthcare and mobile qualifies them as a consummate partner.”

Randy Farmer, Chief Operating Officer, DHIN

“mPulse Mobile’s solutions are based on its deep understanding of the unique challenges health plans face in managing Medicaid and other vulnerable populations, and it’s demonstrated time and again its ability to design effective mobile engagement strategies.”

Nancy R. Wharfield, Associate Chief Medical Officer, Gold Coast Health Plan

“I’ve spent much of my career studying the ability of different interventions to drive advancements in population health management, and I’m excited about the possibility for mPulse Mobile to engage individuals in their health using tailored and interactive text messaging to improve outcomes and lower costs.”

Dr. Ateev Mehrotra, Professor Of Healthcare Policy And Medicine, Harvard

“Without a doubt, the collaboration between everyone at mPulse and Healogics provided the key to successfully implementing. Appointment reminders are just scratching the surface for the future innovation enabled through mPulse that we have on the road map for 2019.”

Michael Novotny, Product Manager, Healogics

“mPulse Mobile’s understanding of the Medicaid population and insight-driven mobile engagement solution has enabled us to connect and engage in a two-way dialog with our members, a conversation that’s led to improved knowledge of our services, generating better health outcomes.”

Susan Arcidiacono, Chief Marketing Officer, IEHP

“Access to quality mental healthcare while providing measurable outcomes to many underserved populations is the center of our mission to help eradicate mental illness. It’s an honor to be recognized for our efforts and the outcomes yielded from the engagement initiatives carried out in partnership with mPulse’s great team.”

Sheeba Ibidunni, Account Executive, Ieso Health

“We have enjoyed partnering with mPulse …Our diabetes solution is helping to make positive behavior changes in our patients, ultimately leading to healthier lives with lower risk of diabetic complications for our Kaiser Permanente members.”

Dr. William Woo, Assistant Chief, Family Medicine & Diabetes Champion, Kaiser Permanente Orange County

“We improved our no-show rate by 20%. We were thrilled! It was more than I expected. And we had 97% satisfaction rate.”

Hope Greig, Administrator For Patient Experience, Mayo Clinic

“RCS is the future of mobile messaging, and it will change the way businesses interact with their customers. We work tirelessly to bring innovative mobile solutions to the forefront, and we are thrilled that mPulse Mobile will be using our RCS offering to develop and deliver programs that help the healthcare industry build deeper, more personalized connections with consumers.”

Denisse Goldbarg, Global Chief Operating Officer, MGage

“Shield Healthcare is focused on delivering innovative, consumer-focused solutions to market. Partnering with mPulse Mobile to deploy an interactive, text message based reorder solution for our consumers has raised our level of service and improved customer satisfaction.”

Roger Miller, Chief Marketing Officer, Shield Healthcare

How The Big Know helped drive a 5x engagement lift while tripling wellness coaching program profitability:

"The Big Know has had a significant impact on P&L and client satisfaction for us. By integrating The Big Know's on-demand learning content, we tripled margin on our product while engaging 5x more members. The Big Know team is consultative, easy to work with, and always comes with POV to help us implement the right solutions."

Matt Nyquist, CIO for Optum Care, Population Health

The Big Know's holistic approach to health content allows for maximum scalability:

"Customers see us as a company that pays claims and writes checks, but we have a broader interest in the health and well-being of our members, so The Big Know was a natural extension."

Bart, Vice President of Marketing at UnitedHealth Group

The Big Know and Portico Benefit Services create holistic, faith-based wellness solution:

"When we set out to challenge the status quo around employer health plan wellness strategies, we were fortunate to partner with The Big Know. They listened to and helped us refine our vision for wellness that's considerably more relevant and cost-effective than we had before. We are thrilled with Being, our new holistic wellness offering that educates and connects our members to our ecosystem of personalized programs."

Joseph Smith, Head of Products at Portico Benefit Services

In a sea of overly scientific resources, The Big Know puts the humanity back into learning:

"Creating good health content is hard. Creating compelling content that inspires behavior change is harder. The Big Know closes gaps with our members and puts them on the road to changing their lives. The Big Know allows us to provide digital programming to populations we previously couldn't reach."

Emily, Product Director at Optum Kidney Resource Services

The Big Know helps MOBĒ guide health and happiness on demand:

"The Big Know helps our participants achieve greater health and happiness on their terms. Their courses are top notch and highly motivating. And The Big Know team is creative, responsive, kind, solution-oriented, and relentless as a partner and platform."

Scott Hawkins, COO of MOBĒ

Watch These Client Outcomes

Learn how Delta Dental of Colorado activates members of its Child Health Plan Plus (CHP+) Program to increase preventative exams among at-risk low-income children.

Watch »

Learn what IEHP and California Health Care Foundation have to say about how text messaging helps them reach and activate hard-to-reach populations.

Watch »

Medtronic explains how mobile engagement technology improves the customer experience and reduces friction.

Watch »

Our Clients

Start Conversations.
Build Relationships.
Drive Outcomes.

It all starts with conversation. Our omnichannel solutions empower you to have conversations with your consumers through their preferred channel and with relevant content. Our behavioral data science team and Conversational AI platform give you the smarts and automation to intelligently tailor your conversations to build stronger, tighter relationships with all your members. Relationships are the key to activation and behavior change that drives positive outcomes.

It’s all about relationships.
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