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.

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Refill rate
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Very positive feedback
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New refills in 3 months

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: 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%)
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Improvement in Controlled A1c

Rx Refill

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. Learn more Learn More
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Patient Satisfaction

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.

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Patient Opt-In
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Conversion Response Rate
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Link Click-Through Rate

Social Isolation – COVID-19

Supporting isolated members during the COVID-19 pandemic

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

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.

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Sign-ups Driven by Texts

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.

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Engagement Rate

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.

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Reduction in ED visits

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.

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Response Rate
0 K
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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Reorder Rate Improvement
< 0 %
Opt-Out Rate

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