A specialized member engagement platform is coming this year, to tap into the preference for text messaging as a communication tool. This enhancement is expected to result in more educated patients, higher engagement levels, better adherence and ultimately, reduced operational costs.
“Younger demographics prefer texting over phone calls 88% to 12%,” says Kirk Curtis, Associate Vice President, Contact Center. “Plan members for whom we have mobile numbers will receive a text with a link to a secure, personalized web page. The page displays key pieces of their unique information including refill reminders, shipping notifications, mail vs. retail information, address confirmation and an introduction message.”
This new technology, which currently generates outbound texts only, has proven its value in our industry, with:
- 35% faster refills for at-risk patients.
- 50% reduction in outbound calls to the hardest-to-reach, most costly patient groups.
“Ultimately, the system drives convenience for members as one more way they can interact with us,” Kirk adds. “Some members want to hear a voice on the phone, but many just want the information as quickly as possible. This is one more way we can provide proactive, personalized support at critical decision points along each member’s healthcare journey.”