Text-based campaigns designed to remove the barriers of good patient care
University of Maryland Health Partners (UMHP) is a Medicaid Managed Care organization serving members in the Maryland HealthChoice program. Their partnerships with healthcare providers strive to get rid of administrative hassles that can be barriers to good patient care. To help achieve this goal, UMHP teamed up with GoMo Health to launch a number of Personal Concierge and custom text-message based solutions to improve patient education, increase member plan renewals, and build a better relationship with targeted populations.
Improve patient education.
Reduce emergency department usage.
Increase member plan renewal.
Build a better relationship with member populations through targeted campaigns.
Developing a Prenatal Personal Concierge™ Program
Utilizing GoMo Health’s interactive engagement solutions, University of Maryland Health Partners deploys baseline surveys to assess its pregnant members’ risk levels and put each member in a risk category that determines message content and frequency. Using Personal Concierge, University of Maryland Health Partners’ prenatal members receive health tips, educational information, and reminders to take prenatal vitamins and go to doctor’s appointments. Message content covers topics such as smoking, drugs, exercise, depression, diet, morning sickness, and are available in English or Spanish.
This program was designed to improve:
Mother and baby physical and emotional health
Postpartum healthcare education
Pediatric vaccine compliance
Relationship bonds between members and families
Family planning and birth spacing
Utilization of services
EPSDT and well-care visits
HEDIS scores and Star ratings
Medicare renewal and re-determination
Utilizing automated text messages, University of Maryland Health Partners contacts members who require annual state approval. Members are reminded of deadlines and provided with the information they need to ensure their program eligibility. Using this methodology, University of Maryland Health Partners was able to increase Medicare plan renewal and program participation.
enrollment and member engagement
After attempting to engage the behavioral health/special needs member population via traditional methods, including individual phone voicemail that yielded low response rates, University of Maryland Health Partners deployed a phased text (SMS) messaging campaign. The primary call to action was a phone response to their call center in order for University of Maryland Health Partners to engage in a conversation with the member and schedule them for an appointment.