Boosting Member Engagement through a CAHPS Pre-Conditioning Campaign

Senior smiling while texting

At a Glance:

Business Opportunity:

Our client sought to elevate CAHPS scores by transforming their existing CAHPS strategy. The goal was to cultivate an intentional and proactive member experience, centered around personalized messaging with an emphasis on educating members about plan benefits and pharmacy services.

Client Profile:

A regional health plan offering health insurance and similar services to commercial, Medicare, and Medicaid populations to meet the needs of individuals, families, and employers.

Engagys Solution:

  • Launched a CAHPS preconditioning campaign, focusing messaging on personalized plan benefits and pharmacy education, aiming to boost CAHPS scores and enhance member engagement.
  • Targeted both new and renewing members to foster continuous communication and support CAHPS initiatives.
  • Designed tailored messaging and member journeys to accelerate transformation and improve member experience.
  • Expanded audience to include provider-focused communications.
  • Added digital channels for increased member reach and engagement.
  • Integrated behavioral science techniques to improve member understanding and satisfaction.


For this client, Engagys:

  • Created multi-channel content, such as:
    • Email
    • Postcards
    • Live agent scripts
    • Fact sheets
    • Webpages
  • Analyzed and updated:
    • Targeting
    • Segmentation
  • Created campaign architecture for:
    • Member communications
    • Provider Communications


This results-driven, comprehensive messaging campaign resulted in:

  • Successful implementation of pre-conditioning campaign, targeting tens of thousands of new and renewing members.
  • Achieved high member engagement by more than:
    • Tripling the average industry email open rate
    • Doubling the average industry click-through rate
  • Improved member education and perceived value around available benefits.
  • Streamlined communication and processes, enhancing overall efficiency and satisfaction.