Essential Insights

• 67% HRA completion rate​: Targeted, multi-channel outreach improved HRA completion rates among a hard-to-reach Medicaid population.​ 

• 50%+ target population reach​: Persistent, data-driven engagement strategies expanded reach across members with limited contact accessibility. ​ 

• 60-day execution window​: ​Rapid deployment of a customized engagement model delivered measurable results within 60 days.​ 

The Big Picture

​​Specialized populations require tailored engagement; one-size-fits-all outreach models are not effective for Medicaid members. Strong HRA completion rates depend on a detailed strategy supported by trained teams, persistent workflows, and tailored communication. 

​A not-for-profit Medicaid health plan recognized that its traditional outreach methods were not effectively engaging members. To address this, the plan partnered with Carenet Health to implement a more strategic, data-driven approach. 

​With the right partner, technology, and execution model in place, the health plan demonstrated that meaningful improvement can be achieved quickly, even within a complex population. 

​​ Challenge

​​The health plan needed a more effective way to drive health risk assessments (HRAs) across its Medicaid population. Traditional direct-mail outreach was underperforming, largely because many members were not reliably reachable at the mailing address on file. 

​Low HRA completion limited the plan’s visibility into member health risks, reducing its ability to identify high-need populations and intervene before conditions worsened. As a result, both clinical outcomes and financial performance were at risk. 

​The health plan needed a new approach that could overcome common Medicaid population barriers while delivering measurable results within a tight 60-day timeframe.​ 

Key Challenges 

• Challenge 1: ​Low HRA completion rates​ 

• Challenge 2: ​Incomplete or inaccurate member contact information​ 

• Challenge 3: Limited visibility into member health risk 

• Challenge 4: Language and health literacy barriers 

• Challenge 5: ​Tight 60-day execution timeline  ​ 

Solution

​​Carenet partnered with the health plan to design and execute a holistic, customized HRA engagement strategy focused on improving reach, completion, and data capture.​ 

Launch a rapid, customized HRA engagement strategy 

The plan turned to Carenet for a tailored approach designed to improve HRA completion within a 60-day window. As an existing partner providing Virtual Clinic Nurse Advice Line services, Carenet was positioned to move quickly and execute effectively. 

Leveraging more than 30 years of experience engaging Medicaid populations, Carenet deployed a multidisciplinary team and a structured engagement model to support the plan’s goals. 

Addressing the full outreach challenge  

Carenet developed a data-driven, technology-supported, and persistent outreach strategy based on its proprietary Intelligent Engagement™ model. 

The strategy was designed to: 

• Improve HRA completion rates  

• Support follow-up communication and compliance requirements  

• Strengthen risk stratification  

• Identify gaps in care  

It also addressed common Medicaid population barriers, including unstable housing, invalid contact information, language differences, cultural considerations, and low health literacy. 

A comprehensive plan in action 

Carenet implemented a multi-channel, coordinated approach to maximize engagement and completion: 

• Smarter member targeting: CRM technology capturing multiple contact numbers per member  

•  Expanded contact reach: Research to obtain valid phone numbers, including outreach via primary care physicians where appropriate  

• Guided completion support: Specially trained engagement specialists guiding members through the HRA survey to ensure understanding and completion  

• Language accessibility: Interpreter support for non-English-speaking and limited-English-proficient members  

• Multi-channel follow-through: Toll-free callback options, mailed bilingual surveys, and digital completion channels  

• Centralized reporting: All responses captured within a single CRM system for consistent reporting and data visibility 

Results 

​​The multi-tiered engagement strategy delivered strong results within a short timeframe: 

• ​67% HRA completion rate among members reached  

• ​50%+ of the targeted population successfully reached  

• ​34,600 HRAs completed across a 90,000-member population 

• ​34% overall net conversion yield  

• ​Results achieved within 60 days of engagement  

​ 

​Impact beyond completion 

​The program generated actionable data that enabled the health plan to better assess member health risks, identify gaps in care, and enroll high-risk individuals into case management and wellness programs. 

​Members also expressed appreciation for compassionate, personalized interactions, improving overall member experience and engagement. 

​Carenet continues to support HRA outreach efforts for this client, building on the success of the initial program.​