Health Plan improvement in D-SNP engagement rates
Opportunity
A leading California-based Medicaid health plan, serving over 1 million members, faced a critical challenge in improving a key HEDIS measure related to Health Risk Assessment (HRA) completion. Specifically, the plan needed to increase engagement with its Dual-Eligible Special Needs Plan (D-SNP) population—a segment comprising highly vulnerable, difficult-to-reach members.
Complicating the effort, the organization required a HIPAA-compliant digital self-service solution that could efficiently facilitate HRA completion while ensuring adherence to the 90-day compliance requirement. Existing methods were ineffective in driving meaningful engagement, necessitating a transformative approach.
Action
To address this challenge, the health plan partnered with Ushur to deploy a seamless, intelligent member engagement strategy. Leveraging Ushur’s Invisible App™, the organization:
- Proactively engaged D-SNP members via SMS, directing them to a secure, interactive digital HRA.
- Enhanced the self-service experience with a HIPAA-compliant, guided workflow that simplified the completion process.
- Increased response rates with automated follow-up reminders, ensuring members completed their HRAs within the compliance window.
- Empowered care management teams with real-time, actionable data, enabling timely intervention for high-risk members.
- Accelerated implementation by building and launching the entire workflow in just three days, underscoring Ushur’s industry-leading time-to-value.
Impact
The impact of Ushur’s Customer Experience Automation™ was immediate and measurable:
- 23.92% HRA completion rate among the traditionally hard-to-reach D-SNP audience.
- Significant improvement in HRA completion rates compared to prior outreach methods.
- Rapid deployment, with the full workflow designed and implemented in just three days.
Conclusion
By leveraging Ushur’s Invisible App™, the health plan transformed member engagement for the traditionally hard-to-reach D-SNP population, while streamlining operational efficiency and maintaining the highest levels of compliance. This case study exemplifies how Health Plans can harness AI-driven automation to drive meaningful member interactions and optimize health outcomes at scale. With Ushur’s purpose-built, no-code automation platform, enterprises can achieve the fastest time-to-value while delivering personalized, impactful digital experiences.