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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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Improving Self-Service and Satisfaction with Provider Portal

PARTNERSHIP AT A GLANCE

A non-profit HMO serving over 750,000 lives in the states of Connecticut, Maine, Massachusetts and New Hampshire partners with mPulse to improve self-service and provider relations.

RESULTS
  • 15K

    providers using the portal within the first year

  • 35
    %

    decrease in call volume after implementing provider self-service tools

  • 96
    %

    provider satisfaction with the portal

GOAL

Improve provider satisfaction and streamline communication enabling providers to obtain accurate information through the plan’s self-serve channels.

STRATEGY
  1. Provider Portal Adoption:

    The Provider Portal enabled real-time access to information and tools to scale claims submissions and electronic status checks, authorization requests, care management details, patient history and more.

  2. Reduce Claim Rejections:

    Enable real-time visibility to reduce the need for follow-up calls for claims status as well as claims rejection rates.

  3. Improve Satisfaction:

    Create online visibility and ease of access to improve provider satisfaction and expedite needed care for patients.

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Improving HEDIS® Performance with Omnichannel Engagement

PARTNERSHIP AT A GLANCE

A leading health plan serves nearly 2 million members and partners with mPulse to deliver better care and improve the health of the communities they serve.

RESULTS
  • 11.7pp

    improvement in AAP Compliance compared to control group

  • 9
    pp

    improvement in CDC screenings compliance

    compared to control group

  • 18.3
    pp

    improvement in CIS compliance

    compared to control group

GOAL

Drive historically unengaged members to close care gaps while assessing the efficacy of omnichannel outreach and its impact on related HEDIS measures.

STRATEGY
  1. Assess Efficacy:

    For this program, a test group was compared to an intervention group. The intervention group received SMS, Email, or IVR communications notifying members they were due for a screening.

  2. Inspire Action:

    Compliance was defined as one visit (A1C compliance was defined as A1C control, or less than 8%.) Two proportion z-tests were done to assess statistical significance.

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Improving HEDIS® Performance with Predictive Analytics

PARTNERSHIP AT A GLANCE

A leading nonprofit health plan serving 700,000+ members on the east coast partners with mPulse across strategic initiatives to deliver better health outcomes across multiple business lines while improving plan performance at scale.

RESULTS
  • 23%

    increase in gap closure

  • 14.8
    pp

    increase in gap closure for member outreached with no prior year PCP visit

  • 17.2
    pp

    increase in gap closure for high-risk members reporting access barriers

GOAL

Identify members with one or more open gaps and deliver targeted outreach to overcome barriers and empower action, leading to improved health outcomes and HEDIS quality improvement.

STRATEGY
  1. Predictive Modeling:

    Data ingested for members across Medicare, Medicaid and Exchange lines of business. Predictive models assessed and identified which members were most to least likely to close HEDIS care gaps for the plan year.

  2. Segmented Targeting:

    Members flagged as high risk for having multiple open gaps were sent immediate outreach, where they were contacted early in the year by a plan representative who could further identify and assess barriers to compliance. Members who still had open gaps at the end of the plan year were sent end-of-year email outreach reminding them to schedule needed preventive care.

  3. Assess Impact:

    Reached members were compared to unreached members to assess overall impact of outreach using predictive models.

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Improving Employee Well-Being with Streaming Content

PARTNERSHIP AT A GLANCE

A B2B SaaS employee wellbeing company elevates employee health, retention and productivity. They license mPulse content to provide a richer, more engaging experience for their client populations.

RESULTS
  • 145%

    growth in enrollment rate in one quarter

  • 44
    %

    of users took multiple lessons

    (more than one lesson)

  • 52
    %

    resource and CTA link click through rate

GOAL

Embed expert-led streaming content courses and lessons within employee portals to build health literacy and improve health outcomes for client populations while increasing engagement, benefits utilization, and employee satisfaction.

STRATEGY
  1. Boost 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 key well-being topics.

  3. Inspire Action:

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

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Improving CAHPS® Performance with Predictive Insights

PARTNERSHIP AT A GLANCE

A leading managed care organization serving ~20 million members across 16 states partnered with mPulse to improve member experience and health outcomes while protecting costs.

RESULTS
  • 4.7pp

    improvement in provider satisfaction related measures

  • 1.6
    pp

    improvement in access related measures

  • 3.8
    pp

    improvement in drug plan satisfaction related measures

GOAL

Improve CAHPS performance and Medicare member satisfaction at scale by delivering personalized interventions based on predicted member responses to questions occurring in a future CAHPS measurement period.

STRATEGY
  1. Predictive Modeling:

    Data ingested for 500K+ members across 13 H plans. Predictive models assessed which cohorts were most to least likely to respond negatively across key CAHPS performance measure areas: Plan Satisfaction, Drug Plan Satisfaction, Access, and Provider Satisfaction.

  2. Segmented Targeting:

    Members flagged for high risk of negative response were proactively outreached directly by a plan representative to assess and address needs. Members least likely to respond negatively were sent direct mailers to ensure the relationship remained positive.

  3. Pre-CAHPS Survey:

    A mock CAHPS survey was deployed to members following outreach to assess intervention success using predictive models.

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Improving Member Experience with Engagement Console

PARTNERSHIP AT A GLANCE

A leading health plan serving Medicare members across multiple states partners with mPulse to scale their member-centric approach and offer exceptional experiences for beneficiaries.

RESULTS
  • 3X

    increase in staff capacity for member conversations

GOAL

Leverage high-impact and high-reach digital channels to engage more members while maintaining focus on personal connections to build trust and offer support at key moments while improving member retention and experience.

STRATEGY
  1. Automated SMS Messaging:

    Automated dialogues were leveraged for high volume, low complexity outreach such as satisfaction surveys and member experience check-ins.

  2. Engagement Console for High Touch:

    Member service staff were equipped with mPulse’s Engagement Console, a HIPPA-compliant, browser-based product that enabled them to start SMS conversations with members and transition from automated to 1:1 conversations as needed.

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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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