Solution Brief
Transforming the Engagement Approach for Blues Plans
Engagys is a healthcare consulting firm laser-focused on consumer behavior and optimizing the member experience. Our work with Blues plans has primarily centered on re-imagining communications strategies and outreach initiatives to boost member engagement.
Engagys excels in every step of the engagement process. We use precision targeting and segmentation to identify the right audience and their specific needs, and then create hyper-personalized campaigns tailored to drive the desired behavior change. We then train the health plan’s engagement teams in effective communications methodologies so that plans can continue to optimize and scale.
Notable outcomes of our projects include enhancements in vendor’s member engagement rates and reach, increased email open rates and engagement metrics, and improved CMS Star ratings.
Engagement Solutions
Engagys does the work for you and offers a range of services for communications management. With Engagys, you can trust that your communication efforts will be streamlined, targeted, and optimized for success:
- Precise targeting and segmentation of members based on plan type and sentiment
- Development and delivery of outbound call scripts
- Comprehensive caller training, including behavioral science techniques
- Results analysis and reporting for continuous improvement
- Design of email campaigns with varied subject lines for each segment
- Establishment and documentation of standards in a communications playbook
- Utilization of a content review tracker to identify enhancement
opportunities across all communication channels
I learned that the marketing approach that I assumed would work best for the purpose of member engagement isn’t necessarily appropriate given the nature of the healthcare business. That takeaway was huge and will be very impactful as it pertains to member communications.
Project Results
Our team works to drive significant value for our clients. This value includes:
Increased Reach:
- Engagys designed new outbound call campaigns, resulting in a 10-25% increase in member engagement.
Increased Member Engagement:
- Engagys enhanced and expanded the plan’s pre-CAHPS survey campaigns to address member challenges and concerns, increasing email open rates to 60- 70% across targeted audiences.
- Members who were likely dissatisfied had the highest click rates to continue reading more resources indicating a high engagement rate
Increased CMS Ratings:
- A plan’s Medicare member communications had inconsistent voice, message, and tone. Following Engagy’s partnership and standardization project, the plan achieved a 1-Star increase in CMS Star ratings.
- Engagys trained dozens of associates in the Medicare member communications standards, and more than half of trainees self-reported an adoption of, or continued learning of, the standards and principles.
The Engagys team has been the most professional and easiest to collaborate with, and even under the greatest time constraints make it all look easy – which I know it isn't.
