The Challenge

A Medicaid managed care plan in the western US needed to connect outbound reminders with accessible answers and a way to identify members who needed additional support. Reaching a diverse Medicaid population also meant making that guidance available across multiple languages.

The Solution

The health plan used Ushur to launch outbound SMS campaigns for members due for Medicaid redetermination. Each message explains what members need to do to maintain coverage and includes a link to a conversational AI agent.

Grounded in the plan’s approved member materials, the AI agent gives members a way to ask follow-up questions in a two-way conversation. The experience connects three parts of renewal support:

• Proactive reminders: Reach members due for renewal with guidance on required next steps.
• Conversational answers: Let members ask questions about the redetermination process and whom to contact.
• Personal follow-up: Give the community team information it can use to triage needs and reach out to members requiring assistance.

Serving Members in Their Preferred Language

The linked AI agent supports conversations across multiple languages, making the plan’s approved renewal information more accessible to members with different language preferences. Members can ask follow-up questions rather than relying only on the information in an initial text.

The Impact

Within two months of launch, the health plan initiated more than 50,000 outreach sessions to over 20,000 Medicaid members.

2% of members actively engaged in conversation with the AI Agent to get additional assistance. They asked about the renewal process, seeking guidance on whom to contact, or reporting that they were no longer eligible. These conversations gave the community team information to triage members’ needs and conduct personal follow-up with those requiring help.

Many members read the reminder and followed required steps without needing personalized assistance. For those who did have questions, the campaign created a direct connection between outreach, renewal guidance, and the plan’s community team.

Why It Worked

The experience paired proactive SMS outreach with an AI agent grounded in approved plan information. Multilingual conversation let members raise their own questions, while the community team used what members shared to guide follow-up. Together, these capabilities made the campaign a source of actionable member insight as well as a renewal reminder.

Renewal Outreach That Opens a Conversation

With Ushur, the health plan gave members a way to respond to renewal reminders with questions and requests for guidance. Those conversations gave its community team a clearer view of member needs and a basis for more targeted, personal outreach.