Chronic Condition Management

Increase Healthcare Engagement for Members with Chronic Conditions

Connect with your members at scale to spark healthy behavior change.

How can you empower a member to self-manage a condition without talking to them? Medicare, Medicaid, and commercial plans all understand that it’s impossible to drive positive behaviors in members without building a strong relationship. But the prevalence of chronic conditions across all plan populations (40% of the total US population) means that care managers, providers, and other support staff cannot possibly engage with everyone. Many plans rightly direct staff to focus on the neediest members while hoping the remaining population has the proper self-efficacy and health literacy to properly manage their health. This decrease in healthcare member engagement can put vulnerable members at risk.

Many leading plans recognize members with chronic conditions benefit from increased communications. Partnering with mPulse Mobile increases their capacity to build connections with the members who need them most.

mPulse Mobile’s Chronic Condition Management solution enables you to start relevant conversations with members by combining your contextual data and our conversational communication platform. Your data determines the specific conversation topics for members, and our technology progresses conversations and orchestrates touchpoints over weeks and months. This tailored, targeted approach to healthcare member engagement drives proven results in quality improvement, business efficiency, and member experience.

Proven Results

7pp

Reduction in diabetic “churn” of members with controlled A1c levels becoming uncontrolled

10.5pp

Increase in A1c control for a previously unengaged population

4pp

Increase in kidney disease monitoring completion for a previously unengaged population

MEDICARE STAR MEASURES IMPACTED: C15 Diabetes Care – Blood Sugar Controlled, C13 Diabetes Care – Eye Exam, C14 Diabetes Care – Kidney Disease Monitoring

How It Works

UNDERSTAND Members and Families

We build a dynamic profile of each member to enable tailored outreach and conversations that meet them at their current stage of behavior change.

  • A1c History
  • Health Status
  • Last Screening Date
  • Spoken Language and Cultural Background
  • Health Literacy
  • Health Activation
  • Proprietary SDOH Index Score
  • Member Demographic Information
  • Engagement History

DELIVER Conversations That Activate Members to Manage Their Health

Use each member’s profile and configurable prioritization to automatically determine the best conversation to start. Whether it’s lifestyle management tips, screening completion reminders, questions about their health literacy, or other topics, the mPulse Mobile Chronic Condition Management solution matches the individual to content that will have the most impact on their actions.

  • Use automated follow-up “nudges” and tailored content to increase awareness of screening and lifestyle choice importance
  • Use Natural Language Understanding (NLU) to gather critical member-reported information, including barriers to screening completion
  • Connect members to existing community events, initiatives and incentives to drive awareness and better outcomes

OPTIMIZE Your Solution

We work with you to capture key insights and optimize your solution to continuously improve self-management and member activation.

  • Analyze all aspects of solution performance through solution dashboards
  • Measure and understand conversational engagement, self-efficacy, SDOH impact, and health literacy across population segments
  • Optimize conversations and address common member-reported barriers to help improve screening completion and engagement with solution content

Solution Content

Core Solution:

  • C15 Diabetes Care – Blood Sugar Controlled
  • HbA1c screening
  • Healthy eating
  • Exercise
  • Managing stress
  • Barrier identification
  • Satisfaction surveys

Additional Modules:

  • C13 Diabetes Care – Eye Exam
  • C14 Diabetes Care – Kidney Disease Monitoring
  • Health literacy and education improvement
  • Additional channels and languages
  • CAHPS Satisfaction Monitor

Advanced technology. Practical solutions.

The mPulse Mobile Chronic Condition Management Solution is delivered using our enterprise-grade communication platform and innovative technology that powers 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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