Industry-Leading Results

Applying powerful technology to the end-to-end consumer journey means better performance, improved cost savings and better health outcomes, at scale.

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Building Health Literacy with Condition Management Streaming Content

PARTNERSHIP AT A GLANCE

A leading population health organization works with employer groups to deliver better health experiences and outcomes to the populations they serve. Through their partnership with mPulse, they deliver cinematic educational content to help members build knowledge of key health topics.

RESULTS
  • 8X

    increase in new members engaging with content year over year

  • 2.5
    X

    members spent 2.5X more time engaging with content year over year

  • 70
    min

    average engagement time per member per login

GOAL

Deliver streaming health content to members across a variety of health topics to inspire member groups to own their health journey and adopt healthier behaviors that lead to better health outcomes and cost savings.

STRATEGY
  1. Lift Engagement:

    Frictionless single-sign-on login experience enables members to access content relevant, meaningful content quickly, while encouraging them to come back for more.

  2. Build Health Skills:

    Proprietary content was created by mPulse’s expert content team and learning designers across targeted topic areas: Fertility, Maternity, Heart Health, Chronic Pain, Kidney Disease, and Care Coordination.

  3. Inspire Action:

    In-lesson CTAs and self-reported satisfaction surveys were administered to assess member satisfaction, while providing them additional support and resources if needed.

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D-SNP New Member Welcome and Onboarding

PARTNERSHIP AT A GLANCE

A leading health plan in the country serving over 20 million members partners with mPulse across critical initiatives to drive increased member engagement and quality improvement outcomes.

RESULTS
  • 58%

    SMS engagement rate in new member onboarding program

  • 99
    %

    reach rate

  • 13.1
    %

    click through to related benefits

GOAL

Inform and educate new Dual Eligible Special Needs Plan (D-SNP) members about their benefits, increase utilization of related plan offerings, reduce churn, and provide high-risk members with an exceptional digital experience.

STRATEGY
  1. Tailor SMS Messaging:

    45,035 new D-SNP members were enrolled in a 3-week SMS program that included highly relevant and dynamic messaging.

  2. Drive Benefit Awareness:

    Members received benefit awareness and new member communications across the following topics: welcome message & ID cards, over-the-counter medication allowance, health food cards, provider finder, and Health Risk Assessments (HRAs).

  3. Relevant Calls-to-Action:

    Links to related resources were included within messaging to provide members with frictionless access to benefits and services.

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Improving Medicare Member Acquisition

PARTNERSHIP AT A GLANCE

mPulse and a leading health plan have worked together for 12+ years and engaged over 30 million members. This longstanding relationship continually produces outstanding engagement outcomes.

RESULTS
  • 30.6%

    click through rate across touchpoints

  • 25.2
    %

    of members clicked through to Medicare Advantage enrollment page using digital outreach

GOAL

Increase awareness of the plan’s Medicare Advantage Plans by providing education and resources to encourage enrollment and increase member acquisition and retention.

STRATEGY
  1. Proactive Outreach:

    Over 100,000 SMS messages were sent to existing plan members who were close to qualifying for Medicare Advantage. Note: Double opt-in was required for this program.

  2. Drive Awareness and Education:

    The program was broken up into three SMS messages: The first message provided members with a link to an educational webinar, the second message included a link for members to apply for coverage online, and the third message reminded members to enroll and included the same online link for enrollment.

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Increasing Medicaid Redetermination Rates

PARTNERSHIP AT A GLANCE

A leading Medicaid MCO in the Midwest serving over 345,000 beneficiaries partners with mPulse to deliver personalized digital outreach to empower health action and improve health outcomes across their population.

RESULTS
  • 22pp

    increase in recertification rates

  • 36
    %

    program response rate

  • 58
    %

    click through rate to recertification page

GOAL

Reduce Medicaid churn caused by the termination of coverage when eligible members fail to renew. Improve redetermination rates by adding SMS messaging to direct mail and automated phone outreach.

STRATEGY
  1. Tailored SMS Outreach:

    Over a 3-month period 34,500 members received text messages determining whether they had renewed their coverage. For those that hadn’t, additional awareness and educational messages were deployed to guide them through the recertification process.

  2. Timely Reminders:

    Members who still hadn’t renewed received follow-up reminder messages with trackable links to the online renewal application page.

  3. Measure Impact:

    Engagement rates were tracked, and member responses were analyzed for content, sentiment and intent at the county level.

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Medline Improves Medical Supply Reorder Rates

PARTNERSHIP AT A GLANCE

Medline is a leading medical supply company that has worked with mPulse since 2017 to improve health outcomes and patient experience using digital channels to engage their patient population.

RESULTS
  • 60.1%

    engagement in medical supply reorder program using Engagement Console

  • 89
    %

    of patients responded in less than 15 min

GOAL

Proactively inform patients due for a medical supply reorder that it’s time to refill supplies, increase timely reorder rates, and improve patient experience and satisfaction through automated, frictionless SMS communication.

STRATEGY
  1. Tailored Outreach:

    561,000 Dynamic SMS text messages were sent to patients due for a medical supply refill. Workflows for insurance changes and provider changes were also included. This automated approach resulted in 98% positive patient sentiment.

  2. Engagement Console:

    Engagement console was used to further enhance patient experience by including a CHAT response which would allow the patient to seamlessly switch from automated messages to 1:1 conversations with a live agent.

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Diabetes Disease Management

PARTNERSHIP AT A GLANCE

A leading Medi-Cal plan serving over 150K members partners with mPulse to deliver meaningful solution to improve plan performance and member health outcomes at scale.

RESULTS
  • 93%

    opt-in maintained throughout the two-year program

  • 1.6
    X

    increase in diabetes related preventive screenings

GOAL

Engage with a diverse, multilingual population living with diabetes to help them better manage their care while assessing the efficacy of SMS messaging in improving health outcomes and plan performance.

STRATEGY
  1. Multilingual Outreach:

    Multilingual content and health education was deployed to members in either English, Spanish or Chinese over the course of a two-year texting program.

  2. Designed for Behavior Change:

    The program promoted effective diabetes self-care habits, provided diabetes screening information and offered tips for general wellness including nutrition, physical activity and stress reduction.

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Market Leading Scale

EXPERIENCE
0 +

years of consumer engagement experience

Reach
0 +

customers across the healthcare ecosystem

Scale
0 B+

digital consumer transactions annually

Security

HITRUST

Certified

and HIPAA-Compliant

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