Case Study
Driving Double-Digit Gains in In-Home Assessments and Care Gap Closure
At a Glance
Challenge: A national in-home assessment vendor aimed to improve engagement with disengaged Medicare members and persuade those who previously declined to participate in in-home visits to close gaps in care, such as Eye Exam for Patients with Diabetes (EED).
Solution: Engagys overhauled outreach strategy by developing targeted messaging, enhancing contact data, expanding communication channels, and optimizing operations.
The Results: The refined approach reached nearly 20% more members, drove a 50+% increase in transfers to agents and completed in-home assessments, and boosted completion rates for the Eye Exam for Patients with Diabetes (EED) gap in care by nearly 50%.
Client Profile
A national in-home assessment vendor specializing in Annual Wellness Visits (AWVs) and gap closure for Medicare Members.
Business Opportunity
The national in-home assessment vendor faced two significant challenges:
Reaching and engaging more members, especially those who were previously unresponsive and disengaged.
Convincing members who had declined visits in the prior year to accept an in-home assessment to close EED gap in care.
Engagys Solution
To overcome these challenges, Engagys partnered with the client to design and implement a comprehensive engagement strategy, including:
Barrier-breaking messages: The first step was to address the root causes of member hesitancy. Engagys worked closely with the client to develop new, highly targeted messaging that directly addressed common barriers to accepting in-home assessments. This content emphasized the safety, convenience, and value of these visits, aiming to build trust and reduce skepticism among members.
Data enhancement: Recognizing that effective communication depends on accurate contact information, Engagys led a thorough data enhancement initiative. By scrubbing and appending member contact records, the team ensured that outreach efforts would reach the intended audience, minimizing wasted effort and maximizing the potential for connection.
Multi-channel outreach: In addition to improving the quality of outreach data, Engagys expanded the communication toolkit. While phone calls remained a core channel, the team introduced text messaging as a complementary approach. This allowed the client to reach members who might not answer calls but would respond to a text, further increasing engagement rates and broadening the campaign’s reach.
Operational optimization: Operation improvements were also a key part of the solution. Engagys optimized call throttling and forecasting processes, reducing the risk of losing interested members due to operational bottlenecks.
Through this holistic approach, the client was able to engage more members, reduce attrition, drive a significant increase in completed in-home assessments, and boost completion rates for EED.
Results
50+% increase in transfers to agents and completed in-home assessments, driven by revised call scripting.
50%+ increase in completion rates for new standalone EED (Eye Exam for Patient with Diabetes) gap in care.
20%+ more members reached due to enhanced phone append processes and the use of text messaging in initial outreach.
80+% drop in loss of interested members, attributed to improved call throttling and forecasting.
Key Takeaway
By refining outreach strategies, leveraging data, expanding communication channels, and optimizing operations, Engagys helped the client reach their goals of significantly increasing engagement among hard-to-reach Medicare members, closing critical care gaps and improving overall program performance.
