Driving diabetes program enrollment
The challenge
Our client, a regional Blues plan, developed a high-touch, personalized diabetes management program to supplement the care members were already receiving from their doctor. While the program proved valuable for participants, the plan struggled to get members to sign up and stay engaged.
Our approach
Behavioral strategy
To drive enrollment, we developed a comprehensive bridge to care strategy that met members where they already were. Some were targeted at the doctor's office or when calling the health plan for a separate need. Others were primed through a direct mailer to the home.
To sustain engagement, we designed early, quick wins and gamified program asks. This transformed the program away from burdensome reminders of being a diabetic patient into small, attainable steps towards better health.
Actionable solutions
To bring the behavioral strategy to life, we created multiple, evidence-based solutions to drive member enrollment and ongoing engagement, including:
Provider prescription pad to facilitate enrollment from a trusted voice
Invitation direct mailer to establish the personal tone of the program
Call center scripting and sound bites to convert members to say yes
Gamification tools to keep members engaged
Improving CAHPS and HOS scores
The challenge
Our client, a national payer, had a strategic initiative to improve CAHPS and HOS scores to maintain high Star ratings in their Medicare Advantage plans. Since these surveys largely reflect the member's experience with the health care system, they needed their providers to take meaningful action to improve scores.
Our approach
Behavioral strategy
Healthcare is local and providers across the country are vastly different, so a one-size-fits-all approach wouldn’t make an impact. Our behavioral strategy segmented providers and focused on the meaningful payer-to-provider touchpoints for each group to both motivate and empower them to improve scores.
Actionable solutions
To empower and motivate providers to improve CAHPS and HOS scores, our evidence-based solutions included:
Status program to motivate through social incentives
Financial incentives to focus dollars on driving change, not paying providers for what they would have done
Turnkey tools to empower providers to improve the patient experience in their own practice
Provider report card to communicate performance and nudge improvement