- Drips helped a national Medicare Advantage payer activate hard-to-reach members for HRAs and Annual Wellness Visits.
- Two-way SMS and IVR conversations increased member participation while aligning engagement with call center workflows.
- The program generated $9.7M in gross economic value and drove a 14% increase in AWV scheduling through warm transfers.
About This Document
This document is a healthcare payer case study highlighting how a national Medicare Advantage organization partnered with Drips to improve engagement with hard-to-reach members. It focuses on overcoming low response rates to traditional outreach methods and driving completion of Health Risk Assessments (HRAs) and Annual Wellness Visits (AWVs) through conversational engagement.
What You’ll Learn
You’ll learn how Drips uses two-way, human-like conversations via SMS and IVR to engage previously unresponsive populations at scale. The document demonstrates how conversational outreach can increase member participation, improve care outcomes, and generate measurable financial value—specifically $9.7M in gross economic value. It also shows how aligning engagement with call center workflows can improve efficiency and outcomes.
Key Topics Covered
- Challenges with low HRA and AWV completion rates among Medicare members
- Limitations of traditional outreach methods like phone calls and direct mail
- Drips’ conversational SMS + IVR approach to member engagement
- Driving a 14% increase in AWV scheduling through warm transfers
- Continuous optimization strategies to improve engagement and care completion