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Case Study: mPulse Mobile Boosts Consumer Engagement and Health Supply Reorder Rates for Shield HealthCare

Consumerization. The word is virtually inevitable in any discussion of healthcare in 2017. Technology innovations, demographic shifts and market changes have driven a shift in consumer expectations about how healthcare organizations will interact with them. In short, they expect to interact the same way they do with every organization in their lives: instantly, conveniently, and conversationally. The executives of Shield Healthcare understand this—their consumers expect the same simplicity of ordering their health supplies as they get from every other consumer goods company. They leveraged the interactive text message solution from mPulse Mobile to help their consumers get the health supplies they need in a faster, easier, and more convenient way. Download mPulse Mobile’s Case Study with Shield Healthcare »

Shield is a leader in home healthcare based in California, with operations in five states and serving over 180,000 consumers and over 160,000 caregivers with an offering of over 3,500 products from 100 manufacturers. As a leading and growing health supplier, Shield is focused on consumer satisfaction: they have improved their satisfaction scores in every annual survey they’ve run since 2008. That isn’t an accident. Shield listens carefully to their customers and strives to improve their level of service for the people and families that depend on them.

It is from that customer-centric focus that Shield first started working with mPulse Mobile in early 2016. Shield’s program uses interactive and automated text messaging to alert consumers when it is time to order more health supplies and allows them to execute the reorder process entirely via text message. The dialogues also engage consumers that need to speak with the Shield’s customer service team. Instead of the Shield team spending time and resources calling consumers—hoping to get them on the phone or leaving a voicemail to complete a reorder—they could focus on answering customer questions and handling changes to orders or prescriptions and other high-value activities.

This new case study outlines the significant business results that Shield experienced in improving reorder rates and boosting staff productivity. It also outlines Shield’s “Mobile Roadmap,” highlighting areas to further improve customer satisfaction and business outcomes with mPulse Mobile solutions. For Shield, the mPulse approach of empowering healthcare organizations to communicate, engage, and activate their consumers is core to their vision. That approach is working: Shield’s first annual satisfaction survey after deploying mPulse Mobile solutions revealed an unprecedented 99% of Shield customers surveyed willing to recommend Shield to friends and family.

Healthx Partners with mPulse Mobile to Help Payers Expand the Reach and Access of Their Portal & Engagement Solutions

INDIANAPOLIS – December 5, 2017 – Healthx, Inc., the leader in cloud-based portal and digital engagement solutions for healthcare payers, and mPulse Mobile, the industry leader in mobile health engagement, today announced at the AHIP Consumer Experience & Digital Health Forum a partnership to offer personalized text messaging, email and IVR solutions through the Healthx member engagement platform.

Using a series of member-focused text message workflows, Healthx platform users can drive adoption and utilization, lift quality scores, and create a personalized member experience, while decreasing call center costs to expand their reach to members—all pre-integrated with their Healthx portal and engagement solutions. Members can receive tailored and meaningful dialogue to encourage healthy behaviors, ranging from programs like straightforward appointment reminders or Go Paperless signups, to more complex workflows such as chronic care management. Recent mPulse Mobile client case studies showed a 20% reduction in no-shows, 14% increase in Medicare Part D refills, and improved patient satisfaction with 94% of patients reporting satisfaction with the mobile program, among additional impressive chronic care and quality management outcomes.

“mPulse Mobile is committed to improving outcomes for consumers and healthcare organizations as demonstrated by their tremendous success in improving quality measures. Their solution consistently delivers strong, positive results for payers and members alike,” said Sean Downs, CEO of Healthx. “Email and paper don’t match the communication standards of today’s consumers, regardless of age group and demographic. Their ability to connect with members at the rates that they do makes them an integral component to any healthcare organization’s success. Consumer text messaging isn’t the future—it’s the current reality,” said Downs.

With nine years of experience, mPulse Mobile has lifted quality scores for over 60 health plan, provider, pharma and wellness customers with over a hundred million text messages sent annually. The company’s multi-channel platform includes interactive text, secure message, email and IVR delivery. mPulse Mobile is a trusted partner to leading healthcare organizations, including Kaiser Permanente, Humana, Inland Empire Health Plan, Delta Dental, and Mayo Clinic, and is an excellent complement to Healthx’s 19 years of member engagement experience.

“Healthx and mPulse Mobile share a common vision of delivering innovative solutions that deepen consumer engagement to improve health outcomes,” said Chris Nicholson, Co-founder and CEO of mPulse Mobile. “The powerful combination of Healthx industry leading portal and app solutions with the unparalleled reach of text messaging helps health plans close gaps in care, improve quality ratings and reduce costs.”

To learn more about the Healthx and mPulse Mobile partnership, join the Healthx sponsored ACAP webinar today or visit the Healthx booth at the AHIP Consumer Experience & Digital Health Forum.

This partnership is the latest in several new offerings Healthx is rolling out in 2018. For further information about Healthx’s newest integrations, please reach out at

About Healthx
At Healthx, we put our nearly 20 years of industry experience and best practices to work to serve the needs of more than 185 healthcare payers representing 24 million members and 700,000 providers. We develop and implement secure, cloud-based member-centric digital portals that connect payers with members and providers. We partner with commercial health plans, third-party administrators, employers and brokers to build comprehensive, configurable solutions that improve clinical, operational and financial performance. The platform can integrate with over 150 third party applications, customized into a seamless, unified user experience across the consumer engagement ecosystem. Through our platform, our customers can close gaps in care, achieve regulatory compliance, improve quality ratings and reduce costs. For more information, visit

About mPulse Mobile
mPulse Mobile, the leader in mobile health engagement, drives improved health outcomes and business efficiencies by engaging individuals with tailored and meaningful dialogue. mPulse Mobile combines technology, analytics and industry expertise that helps healthcare organizations activate their consumers to adopt healthy behaviors. With 9 years, 60+ healthcare customers, and more than a hundred million messages sent annually, mPulse Mobile has the data, the experience and the technology to drive healthy behavior change. For more information, visit


Media Contacts

For Healthx
Sean Reiter
Vice President of Marketing

For mPulse Mobile
Paige Mantel
Chief Marketing Officer