When a state-managed Medicaid program shopper approached DentaQuest in search of methods to extend utilization of dental care companies amongst members and enhance their total well being expertise, we knew we wanted to take a contemporary method and have interaction with members in the identical approach they join in right this moment’s digital-first world.
Beforehand carried out conventional outreach strategies resembling postcards and robocalls weren’t assembly expectations, and the shopper continued to expertise a rise in customer support calls from pissed off members looking for a dentist or schedule an appointment.
To satisfy members the place they’re, DentaQuest carried out a HIPAA-compliant, third-party platform to ship SMS notifications. The notifications linked to a personalised, safe net feed that enables for the inclusion of essential member info resembling dentist contact info and profit updates, hyperlinks to discover a dentist instruments and click-to-call straightforward scheduling.
Previous to implementing the answer, a client-administered survey revealed that two in three of its members said that receiving textual content messages would enhance their probability to learn details about their advantages and oral well being. And understanding what we find out about cell phone use – 85% of nationwide Medicaid adults have a cell phone and the common American seems at their telephone 52 instances a day – SMS expertise was the proper resolution.
By utilizing safe SMS expertise to ship essential dental care messages, DentaQuest was capable of enhance utilization and enhance member satisfaction for the shopper:
· 13% enhance in utilization
· Greater than 50K non-utilizers submitted a declare after outreach through SMS
· Households with new claims rose by 10.5%
Learn the full case examine and contact us to be taught extra about how a partnership with DentaQuest can drive your aggressive benefit with dental and imaginative and prescient options that optimize the member expertise.
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