Challenge
A leading health plan with over 3 million Medicare members wanted to modernize its engagement strategy. The organization faced three pressing needs:
- Increase Medicare member engagement through digital-first channels.
- Test digital readiness of its Medicare population for sales appointment scheduling.
- Improve sales appointment attendance and reduce no-shows.
Traditional outreach methods, such as phone calls and direct mail, were costly and delivered diminishing returns. The health plan sought a solution that could deliver personalized, scalable engagement—without overburdening its contact centers.
Solution
The health plan partnered with Ushur to launch an AI-powered, multi-channel digital outreach campaign tailored to Medicare members.
- Channels: SMS paired with a secure link to Ushur’s Invisible App®—a HIPAA-compliant, mobile-friendly experience that requires no downloads or logins.
- Capabilities: Members could seamlessly schedule enrollment appointments, receive proactive reminders, and reschedule if needed—all through a guided, conversational digital flow.
- Benefits: The approach combined convenience with compliance, creating a frictionless experience while reducing dependency on call centers.
Results
The deployment delivered measurable impact almost immediately:
- Higher Engagement: A 30% increase in member engagement, proving Medicare members are eager to interact through digital channels.
- Stronger Adherence: A 40% improvement in enrollment appointment adherence rates, with more members attending scheduled sessions.
- Reduced Call Volume: A 35% drop in inbound calls, easing pressure on contact center resources.
This digital-first approach not only drove stronger outcomes for members but also set a new standard for how Medicare plans can connect, engage, and retain their populations at scale.