Case Study
HealthGen
HealthGen
A national health plan facing rising costs and service limitations partnered with One Health Link.
Using our digital concierge solution, our client achieved significant annual cost reduction and improved CAHPS ratings, demonstrating the power of intelligent member engagement.
Client Profile
- One of the largest national health plans with millions of MAPD and PDP membership
- Significant financial headwind driven by increase in medical and pharmacy cost
- Challenges in Star rating especially in CAHPS
Challenge of Current Service Model
- Member growth created demand that exceeds current service capacity based on call center model
- Conventional engagement approach failed to meet the member where they are
- Fragmented outreaches created poor member experience
OHL Solution
- Our digital concierge delivered coordinated member experience using digital first approach, meets member where they are, with just in time next best actions that resulted in significant improvement in member engagement and proven ROI.
Value Delivered
- $20M annual Rx cost savings
- 500% increase in engagement effectiveness
- 72% of members request member portal registration
- 50% observed conversion rate to covered alternative
- 42% activation rate of unable to reach population
- CAHPS improvement.
One Health Link’s Impact Throughout the Member Journey
A DIGITAL CONCIERGE delivers a BETTER member journey by making it EASY for members to use their Medicare plan: virtual assistant who is always on hand to help your members.
