mobile messaging for medicaid managed care organizations · 2012-05-31 · a study done by kaiser...

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Mobile Messaging for Medicaid Managed Care Organizations

Chuka AguguaRelationship [email protected]


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Why We’re Here

Improve communication with your Medicaid patients and members

Assurance Wireless provides free cell phoneservice to eligible Medicaid households

http://lwdirect.com/spots/AW-C2-Free-30.wmv


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Who is Assurance Wireless?

• Lifeline Assistance program supported by the federal Universal Service Fund

• Member of the Sprint Prepaid family


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Our Footprint

Color

KeyLaunch

Year# of

States

2009 4

2010 10

2011 17


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Customer Benefits

We provide our customers with a tool to stay connected to family and friends, employers, and social service, or healthcare providers.

• Free phone and 250 free voice minutes per month (local and long distance)

• Coverage on Sprint’s Nationwide Network

• Free Voicemail account, Call Waiting, and Caller ID

• 911 calling even with no available minutes

• Lifeline Assistance Program

• One phone per household


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How Do Households Qualify?

Households may qualify based on income or participation in certain

public assistance programs such as:

• Medicaid

• Social Security Supplemental Income (SSI)

• Supplemental Nutrition Program (Food Stamps)

• Low-Income Home Energy Assistance Program (LIHEAP)

• Temporary Assistance for Needy Families (TANF)

• Federal Public Housing Assistance (FPHA) or Section 8

• The National School Lunch Program’s free lunch program

• Income (based on the FPL)

Eligibility requirements vary by State

* Only one Lifeline Assistance phone line per household


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Have You Asked Yourself…?

How do I

improve

QUALITY?

• Immunization reminders• Well Child programs• Chronic care management

How do I

reduce my

COST?

• Decrease outreach costs• Reduce ER “frequent flyers”• Facilitate reenrollment

How do I

improve the

memberEXPERIENCE?

• Improve health literacy• Make contact relevant• Improve member engagement


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The Partnership - Closing the loop

Member signs up

for Assurance and

opt‐in to receive

phone calls and

text messages

from you

Assurance

provides opt‐in

report to you

You communicate

with your

members via

phone calls and

text messages


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… Yes, Here’s How?

How do I

improve

QUALITY?

• Customized SMS messages promote HEDIS initiatives• Text healthy habits tips for diabetes, obesity programs• Close member contact for Case or Transition Managers

How do I

reduce my

COST?

• Reduce cost to print and send returned mail• Encourage proactive participation by members• Cost effective touch for re-enrollment reminders

How do I

improve the

memberEXPERIENCE?

• Improved health outcomes• Adapt messages for relevance to member groups• Stay in touch with continuity in contact information


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Why SMS (text) Messaging?

Text messaging gives you the ability to:

•Personalize messaging

•Connect directly with your members

•Educate to improve health literacy


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Why Personalize Messaging?

“Personalized text messaging in healthcare is the new antidote to healthcare costs, patient waiting times and

patient’s general health maintenance.”

“The store and forward nature of messaging makes this medium more convenient than a voice call it is also far less intrusive than having to accept or return a phone call. This convenience gives patients the ability to read messages in

privacy at a suitable time.”

PricewaterhouseCooper’s Health Research Institute


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How do I Personalize?

• Relevant Reminders- appointments/pharmacy pick up- diabetes healthy living tips- re-enrollment

• Survey’s, Polls, Votes, Contests

- keep members engaged

- solicit feedback and participation

- standardize questions for measurable responses


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Connect With Your Members

Medicaid patients are more likely to use text messaging

PriceWaterhouseCoopers HRI Consumer Survey, 2010


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Educate

Improve health outcomes by

giving members the tools and

information they need.

•Smoking cessation programs

•Tips to prevent the flu

•Pregnant mother programs

•Prescription use reminder


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More Texting Evidence in Healthcare“If you’re sick,

stay home for at least 24 hrs after your fever has gone away.”

Sample

text message CDC provides employers to send during flu seasonhttp://www.cdc.gov/h1n1flu/business/toolkit/textmessages.htm

“Text Message Support for Smokers Doubles Quit Rates”http://www.cellular‐news.com/story/49806.php

“A study done by Kaiser Permanente in which they implemented an SMS (text message)

appointment reminder pilot project resulted in 1,873 fewer appointment no‐shows, a $150

savings per appointment (their no‐show cost) which equated to a total cost savings of over

$275,000 at just a single clinic.”

http://www.mdnews.com/news/2011_07/text‐

messaging‐can‐improve‐health‐care

http://www.cdc.gov/h1n1flu/business/toolkit/textmessages.htm

http://www.cellular-news.com/story/49806.php

http://www.mdnews.com/news/2011_07/text-messaging-can-improve-health-care

http://www.mdnews.com/news/2011_07/text-messaging-can-improve-health-care


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Questions?

Chuka

Agugua

Relationship [email protected]

mobile messaging for medicaid managed care organizations · 2012-05-31 · a study done by kaiser...

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