Driving diabetes program enrollment
The challenge
Our client, a regional Blues plan, developed a high-touch, personalized diabetes management program to supplement the care members were already receiving from their doctor. While the program proved valuable for participants, the plan struggled to get members to sign up and stay engaged.
Our approach
Behavioral strategy
To drive enrollment, we developed a comprehensive bridge to care strategy that met members where they already were. Some were targeted at the doctor's office or when calling the health plan for a separate need. Others were primed through a direct mailer to the home.
To sustain engagement, we designed early, quick wins and gamified program asks. This transformed the program away from burdensome reminders of being a diabetic patient into small, attainable steps towards better health.
Actionable solutions
To bring the behavioral strategy to life, we created multiple, evidence-based solutions to drive member enrollment and ongoing engagement, including:
Provider prescription pad to facilitate enrollment from a trusted voice
Invitation direct mailer to establish the personal tone of the program
Call center scripting and sound bites to convert members to say yes
Gamification tools to keep members engaged
Improving HEDIS and Star ratings
The challenge
Our client, a national payer, had a strategic initiative to improve HEDIS performance to maintain high Star ratings in their Medicare Advantage plans. They used digital prompts across web, portal and apps to guide members toward timely, clinically relevant care actions, next best actions.
Our approach
Behavioral strategy
Members face different barriers to completing recommended care, so a one-size-fits-all outreach strategy would not drive sustained HEDIS improvement. Our behavioral strategy focused on personalized digital experiences that prioritize care gap closures, reduce friction, and delight members directly within the web, portal and app.
Actionable solutions
To drive measurable improvements in HEDIS-related behaviors, our behavioral science based digital solutions included:
Behavioral sequencing and strategic choice architecture of asks to optimize engagement on web, portal and app
Personalizing web, portal and app dashboards with clear, prioritized next best actions identifying specific care gaps and behavioral science framing on why it matters now