Solutions CAHPS & Member Experience

Become CAHPS-Centric & Member Obsessed

Data-driven solutions to delight your members and elevate your quality ratings.

REAL-WORLD RESULTS
58%
Engagement in onboarding program
3pp
CAHPS measures improvement scores for the intervention group vs the control group
2X
increase in HRA completions from 4.8% to 10% completion rate in 4 months

Big Challenges. Bigger Solutions

CHALLENGE

Who’s answering my surveys?

You can’t improve what you can’t see. We understand how frustrating it to ipsum lorum edhi ipsum. l Because experience surveys are anonymous, there’s no way to know who is respond- ing or what they’re saying. Unitl now.
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CHALLENGE

How do I engage high risk members?

Connecting with members is hard They are overwhelmed and distracted. Even the most important messages get ignored when not delivered the right way. We can help fix that.
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CHALLENGE

How do I keep plan members engaged in their health?

Satisfaction drives the scoreboard. CMS has raised the stakes and plans can’t afford to overlook what members think and feel. Experience is mission critical.
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CAHPS & Member Experience Solutions

The Step-by-Step Play.

Step 1
Power the Experience with Data

It starts with the data. Decision Point
Insights applies 140+ Al-backed predictive models to see beyond the numbers, spotting which members are most likely to disengage, respond negatively, or not respond at all.

Learn More About Predictive Analytics »
Step 2
Engage Members at Scale

Once the right members are identified, we deliver personalized, omnichannel outreach at scale. Through multilingual conversations across SMS, email, IVR, and print, members receive timely education and support, helping close gaps and shape experience- before they receive their CAHPS survey.

The Science Behind Our Engagement »
Step 3
Connect Members to Key Digital Health Tools

This outreach then simplifies the member experience by connecting people directly to what they need most, whether it's finding a doctor, transportation assistance, accessing health education or undertanding their benefits.

Explore Our Member Portal »
PLAYBOOK

Driving CAHPS Excellence: A Health Plan's Playbook

mPulse’s Health Plan Playbook is a set of repeatable steps, actions, and best practices for plans to adopt when engaging providers in member experience improvement efforts.

Access Now »
Testimonials

Hear from Our Customers

“Boston Medical Center HealthNet Plan is a mission-driven organization, committed to consistently elevating our high bar for managing the care of vulnerable populations. Our partnership with Decision Point is another step toward raising that bar as new and advanced technologies become available that will improve the quality of care and experience for our members.”

Jeff Hunt, Chief Product and Marketing Officer at Boston Medical Center HealthNet Plan

“Medical Mutual is committed to improving the lives of our members by offering high-quality products and services. Each member’s experience with their health plan is critically important to us because it provides them with the right foundation to lead happier and healthier lives. Decision Point has enabled us to further our mission by helping us engage members more effectively.”

Mark Pencek, Vice President of Customer Experience at Medical Mutual

“mPulse enables us to leverage our information assets in a way that helps us enhance the quality of care provided to our members. These initiatives have resulted in more satisfied members and a double-digit reduction in avoidable hospitalizations.”

David Lemperle, SelectHealth

“Maintaining our high-quality standards to serve our patients to the best of our ability, lies in understanding our patients’ needs, preferences, and individual healthcare journeys. Our partnership with Decision Point has proven valuable in ensuring that we are making the most of our data assets and translating the insights derived into first-rate patient care and experience.”

Dr. Rahul Nayyar, Chief Medical Officer at Choice Medical Group

“We’re focused on delivering innovative, consumer-focused solutions to market. Partnering with mPulse to deploy an interactive, text message-based solution for our consumers has raised our level of service and improved customer satisfaction.”

Roger, CMO

“Sometimes a phone call isn’t convenient. We’ve partnered with mPulse to utilize texting to connect with our patients, giving them more options for communication, patient engagement, and an improved patient experience on their health journey. Thanks mPulse!”

mPulse Customer

“I text with my family, so it makes sense to text with my plan to keep up with my health.”

Nancy, Medicare Member

Join the Community

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CASE STUDIES

Intelligent Outreach. Better Outcomes.

  • MEMBER ONBOARDING
  • MEMBER EXPERIENCE
  • HRA COMPLETIONS

D-SNP Member Onboarding

Provide an exceptional member onboarding experience to over 45,000 dual eligible plan members.

Goal:

Welcome and onboard new D-SNP members while encouraging utilization of available benefit programs and resources.

Solution:

mPulse leveraged targeted SMS outreach throughout a 3-week onboarding program that promoted plan information and encouraged engagement in different benefits such as over the counter drug card, food benefit card, provider finder, and more.

Results:

58%

Engagement in onboarding program

CAHPS & Member Experience Improvement

Deploy a program to improve CAHPS measures and member sentiment by identifying and targeting the optimal number of members with robust impactful communications.

Goal:

Achieve a 5-Star CAHPS rating within one year.

Solution:

mPulse identified that a campaign targeting 2,364 specific high-risk members (out of a total membership of 50,000) would yield a 1-Star lift for each measure with 90% confidence. mPulse worked with the plan to outreach to these members and address their predicted barriers to dissatisfaction.

Results:

3pp

average improvement on CAHPS measures scores

5

stars and market leadership achieved for CAHPS

Leading Plan doubles HRA Completions

Goal:

Improve HRA completion rate while gathering member insights at scale

Solution:

Two-way multilingual SMS messages were sent to members who hadn’t completed an HRA or had been previously unresponsive to traditional outreach attempts via direct mail.

Results:

2X

increase in HRA completions in 4 months

$25

estimated cost savings per mobile completed HRA

$60,000

total savings within 4 months

Impactful Experience Lead to Impactful Results

0 %

member reported program satisfaction

0 /8

CAHPS measures improved by 1-Star within one year

0 %

of members reported better understanding of plan benefits and resources

Welcome to Your Member Experience Toolkit

CAHPS Outreach Calculator

CAHPS Provider Scorecards

Member-Level Predictions

CAHPS Response Database

Digital Member Surveys

HOS Assessment

Inflection Point Tracking

CONTACT US

Take the First Step

Ready to revolutionize health journeys for your population? We’d love to speak with you. Fill out this short form and we’ll be in touch.

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