Let’s Get
Members Talking

Yes, it is legal and compliant to text consumers about health insurance if done in accordance with regulations such as the FCC's TCPA, as well as rules that fall under HIPAA, the HHS, the CMS, and others. It's important to understand the complexities of proper consent and to keep up to date with changing rules based on consumer location and the services you are offering. We strongly recommend working with qualified counsel and choosing an outreach vendor that takes compliance and privacy seriously.

The Centers for Medicare & Medicaid Services (CMS), a federal agency within the U.S. Department of Health and Human Services, governs the rules around Medicare outreach to potential members. They establish guidelines and regulations to ensure compliance with Medicare marketing rules and protect Medicare beneficiaries from deceptive or misleading marketing practices.

The decision to use an outreach platform versus relying on in-house solutions depends on many factors such as scalability needs, compliance requirements, integration needs, and the desired level of customization and control. At Drips, we believe that most large organizations with complex needs should consider procuring outreach services from a trusted vendor versed in the industry.

The key to reducing contact center OpEx for healthcare is to let your trained agents focus on complex interactions that are likely to lead to valuable outcomes. Consider using AI tools to handle simple inquiries, while agents handle the detailed issues that come up later in the healthcare buying journey. By using Conversations as a Service, healthcare organizations can let an AI-powered platform start conversations and build intent, saving agents from wasting valuable minutes leaving voicemails and playing phone tag.

Best practices for outbound contact to prospective health plan members involve using preferred channels such as texting, using personalized messaging, reaching out at the right time, and being polite yet persistent for hard-to-reach audiences. It's also critical to adhere to state and Federal regulatory rules and guidelines.

AI can help healthcare payers and brokers reach prospective members at larger scales than manual outbound dialing. An AI-powered Conversations as a Service solution can handle the early stages of the healthcare buying journey by answering questions, following up, and building intent. That means that agents can focus on talking to consumers who are informed and ready to take action. Platforms like Drips can even handle the back-and-forth of scheduling the call, increasing the efficiency of health insurance outreach.