Medicaid Plan Experience

Conversational Experiences Improve Medicaid Member Engagement

The best way to learn what members need is through conversation.

Your members’ lives are complex, and their health needs are diverse. Health plans must provide more than just checklists which can be overwhelming and do not empower members. Every member needs a personalized blend of support services and engagement. The optimal plan experience encourages members to take charge of their health by providing knowledge to make better, more confident health decisions and navigate to the care they need.

Knowing more about each individual, their community, and cultural background is crucial to creating meaningful touchpoints that enable members to find and utilize the benefits and services that are right for them.

mPulse Mobile’s Conversational AI solutions for Medicaid member engagement focus on creating a personalized experience by delivering tailored conversations that encourage healthier lifestyles and empower members to take control of their health. Whether it’s understanding new enrollees or launching innovative solutions to engage hard-to-reach populations, we provide tools and technology to create tailored experiences for members who need it most.

Proven Results

25%

Overall engagement through a 6-week plan navigation program

3x

More likely engagement with Fotonovelas (for Spanish-speaking members)

95%

Members reporting their understanding of plan benefits improved

How It Works

UNDERSTAND the Member

Many different socio-economic and cultural factors influence how members engage and utilize their plan benefits. We use tools to understand these areas and capture insights on a dynamic profile that tracks health literacy and health activation levels. This profile guides Medicaid member engagement strategies to provide the most tailored and meaningful experience.

  • Proprietary SDOH Indexing
  • Demographic Information
  • Cultural Influences
  • Health Status and Prior Utilization of Health Services
  • Engagement History
  • Health Literacy
  • Health Activation

DELIVER Empowering Conversations

The member receives a coordinated series of conversational touchpoints that builds their knowledge and confidence levels to establish skills that let them take charge of their health. The conversations are aligned to the unique needs of the member and to the strategic goals of your plan.

  • Ask members how confident they are navigating their plan benefits
  • Ask in which areas they need additional support
  • Educate on key topics like urgent care and the nurse support line
  • Develop understanding of preventive health and the importance of regular health check-ins
  • Keep healthy living top-of-mind with engaging check-ins, tips & tricks, and gamified health engagement challenges

OPTIMIZE Outcomes

We work with you to capture key insights about your population and their unique needs. We optimize your solution to deliver the best member experience possible.

  • Analyze all aspects of solution performance through solution dashboards
  • Leverage reporting on health activation, health literacy, and topics of need to develop tailored programs and experiences to meet the needs of your population
  • Optimize conversations and drive up satisfaction scores and sentiment we capture through conversations

Solution Content

Core Solution:

  • Plan Knowledge Assessment
  • Health Activation Assessment
  • Plan Navigation: Connecting to Key Health Benefits
  • Satisfaction Surveys

Additional Modules:

  • Find a PCP
  • Preventive Health
  • Health Tips for Parents
  • Health Engagement Topics
  • Barrier Assessment
  • Health Literacy and Education Improvement
  • Additional Channels and Languages
  • CAHPS Satisfaction Monitor
  • 1:1 Messaging Via mPulse Mobile’s Engagement Console

Advanced technology. Practical solutions.

The mPulse Mobile Medicaid Plan Experience 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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