Emergency Department Utilization

Proactive Healthcare Member Engagement Lessens the Strain on Your Emergency Department

Reduce avoidable ED visits through increased education and conversational outreach.

Avoidable visits to Emergency Departments are always a major priority for integrated health systems and for Medicaid plans, who see higher rates of ED use from their members than in other populations. A core strategy for reducing emergency room visits in any population is improving access to more appropriate means of getting care—such as nurse advice lines or urgent care clinics. But members who have access to these resources must still make the key decision to utilize them instead of visiting the emergency department. For each member, that decision requires awareness, health literacy, and help overcoming barriers to accessing care.

The mPulse Mobile ED Utilization solution builds understanding of care resources in large Medicaid and integrated delivery network populations to improve healthcare member engagement and reduce preventable visits. We use conversations at scale to understand member barriers and provide key information to help members make the best decisions about their care.

Proven Results


Improvement in Emergency Department utilization


Survey respondents reporting increased knowledge of available services


Reduction in self-reported likelihood to visit ER with a non-emergency condition (11% to 4%)

How It Works


We build a dynamic profile of each member that helps guide conversations about appropriate care options and health beliefs.

  • Emergency Department Visit Frequency
  • Spoken Language and Cultural Background
  • Health Literacy
  • Health Activation
  • Proprietary SDOH Index Score
  • Demographic Information
  • Engagement History

CONDUCT Conversations About Care Options

Personalized messages aim to increase healthcare member engagement by building awareness of your plan’s non-emergency care resources and when to use them.

  • Proactively improve understanding of key services like nurse lines and urgent care clinics
  • Use Natural Language Understanding (NLU) to gather important member-reported information, including barriers to visiting clinics
  • Connect members to existing 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 avoidable ED visit reduction.

  • Analyze all aspects of solution performance through solution dashboards
  • Measure and understand conversational engagement across population segments
  • Optimize conversations and minimize friction for members to take action

Solution Content

Core Solution:

  • Nurse Helpline Awareness
  • Urgent Care Finder
  • Telehealth Awareness and Adoption
  • Health Services Understanding Assessment
  • Barrier Identification

Additional Modules:

  • Health Literacy and Education Improvement
  • Additional Channels and Languages
  • CAHPS® Satisfaction Monitor

Advanced technology. Practical solutions.

mPulse Mobile’s ED Utilization 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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