A preview to the success story with a graph that showcases stats on how a top-six Medicare Advantage plan successfully reached members.

How a Top Health Payer Improved Onboarding and Strengthened Primary Care Relationships

Learn how this top payer used Drips Conversations as a Service to engage with new Medicare members who were without a trusted primary care provider (PCP) relationship.

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Use Case: Onboarding

Confirm enrollments, drive portal registration, go paperless, and discover wellness & care programs.

Challenge

This Medicare Advantage payer identified that a lack of relationship between members and their PCP was leading to retention issues downstream. They wanted to start conversations with members who didn’t have a PCP or were auto-assigned.

Solution

Drips Conversations as a Service enabled this payer to connect with new members during onboarding using two-way SMS and phone conversations. Members were able to select a provider and take steps to complete or schedule their initial screening and visit.

An SMS conversation between One Health and a new member. "Hi Dana, it's Ava from One Health. I see that your primary care doctor is no longer practicing. Would you like me to help you find a new one near you?" "My doctor retired and I can't find one near me." "Thanks for sharing that. There may be options for you. Let's hop on a call to review your choices. Are you free today at 4 PM or 5 PM?"

Results

In the first few weeks, thousands of members were reached using Drips to schedule a call with an agent. During the call, agents not only helped members select a PCP, but also used this time to address other care opportunities.