Patients want and demand more convenient engagement.

Quest HealthConnect serves millions of medicare patients annually through robo-call telephony.  Engagement required >6 outreach calls to secure services.  Only 12% responded positively.

Most insurance plans require third-party vendors to use telephony as the primary source for outreach and engagement.  Outreach phone calls are increasingly becoming obsolete due to stricter federal and state TCPA requirements driven, in part, by increased consumer rights organizations.  This is supported by telephony companies creating products to pre-identify robots-calls to the consumer.

Consumer behaviors reflect an unwillingness to respond to a robot-calls, unidentified numbers, unrecognizable numbers, or incoming calls from their health insurance company.

My research showed that consumers want to engage through omni-channels with voice or call centers rating the lowest. 

An outreach program of SMS supported by email outreached yielded higher returns and higher patient satisfaction rates.  With only 12% increase in email outreach, we attained a 60% increase in completed engagement with a senior population.

This solution reduced our direct call center costs and increased engagement with the senior patients to receive necessary care.