Medication Adherence

The Medication Adherence Solution with a Personalized Connection

A proven method to drive higher PDC through conversations.

Medication adherence depends on members taking action. Your improvement strategy is not complete without a way to activate non-adherent members to refill important prescriptions and engage with benefits and services. Otherwise, your quality improvement projects, network alignment, mail order programs, or other Star Ratings numerator initiatives will be limited to impacting members who are already engaged.

Reaching non-adherent members can be costly and inefficient. That’s where our AI-driven conversational solutions help. The mPulse Mobile Medication Adherence solution relies on automated, conversational exchanges to prompt action from your members—cost-effectively and at scale.

Leading plans partner with mPulse Mobile because our medication adherence solution has been proven to boost adherence and transform member engagement through the power of conversation.

Proven Results


Increase in refill rates for a non-adherent and borderline non-adherent population


Improvement in PDC compliance for a 90K member population


Accuracy for Conversational AI response handling

Includes medication adherence for diabetes, hypertension, cholesterol, antidepressants, and more.

How It Works


Behind every quality measure is a person with unique needs and priorities. We analyze public and private data to understand each member’s likelihood to refill a prescription for chronic condition medication.

  • Proprietary SDOH Indexing
  • Demographic Information
  • Refill History and Health Status
  • Engagement History
  • Prescription Count
  • Pharmacy Type and Network

DELIVER Adherence Conversations

Members receive tailored refill reminders on the most appropriate channel for them.

  • If they don’t respond initially, automatic follow-ups and nudges are sent
  • A member who still does not refill is sent a conversational message simply asking why not
  • Natural Language Understanding (NLU) responds to member-identified barriers and connects members with the best resource to overcome them
  • The medication adherence solution supports 1:1 messaging from pharmacy or member services staff via our Engagement Console, if needed


We work with you to capture key insights to optimize the solution for continuous improvement on renewal rates.

  • Analyze all aspects of solution performance through solution dashboards
  • Leverage reporting on member-identified adherence barriers and common responses for your overall medication adherence strategy
  • Optimize conversations and minimize friction for members to refill

Solution Content

Core Solution:

  • Adherence Reminder Conversations for diabetes, hypertension, cholesterol, antidepressants, and more
  • Adherence Barrier Identification
  • Satisfaction Surveys

Additional Modules:

  • Plan Initiatives (e.g. mail order, generics, 90-day supply, etc.)
  • New-To-Measure Member Tailoring
  • Health Literacy and Education Improvement
  • Additional Channels and Languages
  • CAHPS® Satisfaction Monitor
  • 1:1 Messaging via mPulse Mobile’s Engagement Console
  • Additional Measures: Medication Therapy Management (MTM), Statin Use in Persons with Diabetes (SUPD), Statin Therapy in Patients with Diabetes (SPD), Statin Therapy in Patients with Cardiovascular Disease (SPC)

Advanced technology. Practical solutions.

The mPulse Mobile Medication Adherence 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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