Medicare Plan Experience

Increase Medicare Member Engagement Through Meaningful Conversations

Educate and empower your members to get the most out of their plan benefits.

The complex, high-touch healthcare services required by seniors can be daunting for members to manage. However, Medicare Advantage Plans can differentiate by delivering an experience that makes healthcare easier for members and demonstrates your commitment to care.

Seniors value a conversational approach to health engagement. By encouraging member engagement with no new tools to learn, seniors can make their voices heard more quickly and easily.

The ideal member experience educates and guides members through key areas, such as new member onboarding, how to get needed care, and understanding prescription drug benefits.

These interactions also provide an opportunity to further support your Medicare member engagement strategy by  listening, understanding, and learning what matters most to your members.

mPulse Mobile’s Medicare Plan Experience solution uses a conversational approach to strengthen your relationships by combining a blend of automation and 1:1 check-ins to deliver the right level of touch. Our solutions focus on understanding members’ needs then layering on experiences that that empower each member to take control of their health, leading to a happy, healthier lifestyle.

Proven Results

25%

Overall engagement through a 6-week plan navigation program

95%

Members reporting their understanding of plan benefits improved

>30%

Response rates for surveys gathering feedback on programs and organizational initiatives

Indirect Impact on CAHPS Satisfaction Measures

Plan experience is important for retention in any competitive marketplace, and member experience impacts CAHPS satisfaction measures. See how our solutions specifically focus on CAHPS satisfaction measures.

CAHPS/Satisfaction >>

How It Works

UNDERSTAND the Member

Members have varying levels of health understanding and experience navigating the health system. We predict their knowledge and health activation levels using a suite of proprietary analytics tools, then capture these insights in a dynamic profile. This profile guides your engagement strategies, providing the most tailored and meaningful experience for your members.

  • Proprietary SDOH Indexing
  • Demographic Information
  • 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 educate and empower them to get the most value out of their benefits. 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 and ask which topics they need more information about
  • Educate on key topics like important numbers, paying premiums, and the prior authorization process
  • Connect members to key supplemental benefits
  • 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 the mPulse Mobile Medicare Plan Experience 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 other topics to develop programs and experiences tailored to the priorities of your population
  • Optimize conversations and drive up satisfaction scores and sentiment captured through conversations

Solution Content

Core Solution:

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

Additional Modules:

  • Pharmacy Benefits Education
  • Supplemental Benefits
  • 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 Medicare 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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