How to Proactively Connect with Medicaid Members | Part 2: An Intro to App-Free Engagement
In the first blog in this series, we demonstrated the efficacy of using text messaging to reach out to Medicaid consumers. In today’s blog, let’s see how Pager’s new app-free engagement solution leverages the popularity of texting and its ability to make an immediate connection.
Let’s face it, not everyone wants to install another app. In 2021, Digital Information World reported that nearly 8 in 10 consumers don’t want to download apps to complete transactions. In 2023, Insider Intelligence reported a similar statistic stating that consumers are using and installing fewer apps.
To meet this challenge, Pager’s app-free engagement proactively reaches out to members and providers a new approach to connecting with high-need populations. The connection begins a conversation and starts communicating without the member ever having to log-in to a portal or download an app. Once this initial engagement is made, members are more likely to stay engaged with the health plan’s digital assets engagement. For example, text messages can include a link or a QR code to a health plan’s website, where members can access their health benefits or find a provider. Texts can also provide a call to action as well as phone numbers that members can call to receive additional services and support.
Outbound SMS: Members receive push notifications from a care team member. This first notification contains no PHI. If PHI needs to be discussed in a secure chat, the identity of the member can be easily authenticated.
Inbound SMS: At their convenience, members can connect with their health plan easily and securely through SMS text messaging and multiple other access points
Text messaging can also deliver focused outreach by targeting specific member cohorts (those with chronic conditions, for example) or drive outcome goals (e.g., lower ER utilization).
Both methods, using outbound or inbound SMS to connect with members, can increase engagement. In one case study, for example, Pager achieved a 30 percent overall engagement rate increase using an SMS approach.
To find out more, connect with us and learn how Pager’s virtual care platform combines concierge services with advanced technology to help patients navigate, coordinate, and access whole person healthcare — like having a “doctor in the family.”
