The transition to digital interactions with healthcare members
As more patient interactions and transactions shift to mobile phones, healthcare enterprises must find new ways to connect and engage with customers digitally. Independence Health Group, the leading health insurance company in the Philadelphia region, had previously invested in great content and technology, but needed a more effective way to drive benefit-maximizing utilization, medical adherence, and digital adoption for its nearly 8 million members. Despite the insurer's best attempts, only 12 percent of members knew where to go for care, and many did not understand how to navigate or manage costs. In an increasingly consumer-centric health insurance industry, this provider needed to augment its communications strategy with new capabilities to drive better engagement, outcomes and savings.
A HIPAA-compliant way to establish a one-to-one connection
This leading insurer partnered with Relay Network to establish a digital connection with its members on a secure, HIPAA-compliant mobile communication channel, IBX Wire. With a connection in place, the insurer enhanced its member engagement programs immensely, delivering proactive, individualized communications to be there during critical moments in a member’s healthcare journey -- like when it’s time for an annual screening, a vaccination, or when a necessary primary care designation is missing from the member’s account.
Empowering members to achieve better health
After implementation, this healthcare provider saw staggering results. For members using the Customer Feed compared to members not engaging with the Feed:
Increase in Preventative Tests and Screenings
Increase in Switch Rate from Brand Name to Generic Rx
Increase in Contact Rates with Health Coaches
More Likely to Review Plan Information
More Likely to Recommend to a Friend
This award-winning solution has enabled the health insurer to rapidly make the shift to mobile in a cost-effective manner. Hundreds of thousands of members have connected on a communication platform that provides a powerful experience, drives healthier behaviors, and improves outcomes.