CAHPS

Increase HOS and CAHPS Survey Completion by Owning the Conversation

Conversations at scale shed more light on the member experience.

Understanding health plan member experience is a deceptively complex challenge. The best way to learn how a member feels about their plan (and how they’re likely to respond on a CAHPS or HOS survey) is to simply ask. But asking in a way that results in higher completion rates and deeper insights is difficult to do at scale. Meanwhile, plans still struggle to ensure enough members complete the official surveys, as CAHPS and HOS surveys are still delivered on channels that the vast majority of members now routinely ignore.

The mPulse Mobile CAHPS solution uses conversational outreach on high-adoption mobile channels to improve awareness of the official surveys and deliver additional off-cycle questions.

Because the mPulse Mobile platform supports solutions across multiple topics, you’ll get a better understanding of which members may need follow-up messaging or person-to-person outreach. Insights like these form a core part of the CAHPS strategy for some of the largest and most innovative payers in the country.

Proven Results

90%

Completion rate of off-cycle survey after link click

10%

Click-through rates for off-cycle survey via email

MEASURES TARGETED: C22 - Getting Needed Care, C23 - Getting Appointments and Care Quickly, C24 - Customer Service, C25 - Rating of Health Care Quality, C26 - Rating of Health Plan , C27 - Care Coordination

How It Works

UNDERSTAND Your Members

Data drives our strategy. We build a dynamic profile of each member that helps us tailor conversations and assess their experience and satisfaction. Data used for these profiles includes:

  • Health Status
  • Sentiment and Intent from Other mPulse Mobile Solutions
  • Proprietary SDOH Indexing
  • Demographic Information
  • Engagement History
  • Health Literacy
  • Health Activation

CONNECT with Members on Frequently Used Channels

Survey prompts and reminders generate a higher response when delivered in a conversational tone on the mobile channels your members prefer. Friendly communications prompt your members to share their feedback, providing you with valuable intelligence to improve care.

  • Leverage survey reminders to improve awareness of HOS and CAHPS surveys to drive completions
  • Use high-reach mobile channels to deliver off-season surveys to gather data
  • Assess text conversations across solutions for sentiment and intent of member texts

OPTIMIZE Outcomes

We work with you to capture key insights and optimize the solution to continuously improve member experience and satisfaction, as well as engagement rates. This work includes:

  • Analyze all aspects of solution performance through solution dashboards
  • Leverage reporting on member-identified concerns and barriers and common response messages across mPulse Mobile solutions to inform your overall CAHPS strategy
  • Optimize conversation content and minimize friction for members to engage with solution dialogues and connect with plan resources

Solution Content

Core Solution:

  • Satisfaction Intervention For:
    • C21 – Getting Needed Care
    • C22 – Getting Appointments and Care Quickly
    • C23 – Customer Service
    • C24 – Rating of Health Care Quality
    • C25 – Rating of Health Plan
    • C26 – Care Coordination
    • D07 – Rating of the Drug Plan
    • D08 – Getting Needed Prescription Drugs
  • CAHPS Off-Cycle Survey
  • CAHPS Satisfaction Monitor

Additional Modules:

  • HOS Survey Support
  • Additional Channels and Languages

Advanced technology. Practical solutions.

The mPulse Mobile CAHPS Solution combines our enterprise-grade communication platform with innovative technology to power effective and scalable conversations.

 

  • Conversational AI – Forms the core of our Natural Language Understanding and allows us to automate tailored conversations
  • Engagement Console – Empowers your support staff to have 1:1 mobile conversations with members using a cloud-based desktop application
  • Reporting – Provides you with the data views and analysis to understand member engagement and optimization of solution outcomes
  • SDOH Index – Lets us understand populations at scale to tailor conversations, so you can provide support to all your members
  • Activation Intelligence – Builds individual activation profiles for each member, so we can adapt and tailor conversations to drive solution outcomes
  • Conversation Science – Enables us to measure and assess the quality of our automated conversations at scale, so we can be more meaningful and engaging

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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