Challenge

• A large California-based Medicaid plan’s most urgent initial use case was to begin to support their member engagement for MediCal Redetermination
• The first use case involved proactive outreach to their MediCal membership to secure permission to contact and verify contact data (such as details on members of a household as well as mailing addresses and cell numbers) that is now critical to support member redetermination education and process support / hand-holding

Update Member Address

Update Address

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Select AddressReview the current member address and update if necessary.

Current member address

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Medicaid Redetermination

Document Upload

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Verification DocumentPlease take or upload a photo of your driver's license.

Upload

Select file to upload

DriversLicense.jpg

546 MB

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Solution

• Automate interactions over text and Ushur’s Invisible App™
• Began with English and Spanish language support and rapidly expanded (Ushur supports more than 60 languages)
• After initial results, rapidly expanding to a large number of additional use cases across their member, provider and pharmacy journeys (redeterminaton / retention, acquisition, quality / health and wellness and more)