Strategic Engagement

Proven and personalized support and health advocacy that educates, guides and influences healthcare consumers to make better health decisions

We deliver individualized, multi-channel, influential interactions across high impact focus areas such as ER and admission avoidance, readmission reduction, health risk assessments, gaps in care and more.

Our expert and empathetic teams are able to support healthcare consumers in areas where clients are facing high costs, high risks, and issues with member and patient satisfaction – when they reach out to us, or we proactively reach out to them.

We engage resources inside and outside of our team to ensure they get consumers what they need. Coordinating with entities like providers and pharmacies to clear hurdles, find lower cost alternatives and set appointments. We arrange transportation, organize home health support and equipment, explain the benefits of exams and immunizations and more.

We handle welcome calls and plan reviews, physician and facility selection, wellness and incentive program enrollment (e.g. gym memberships, wellness reward programs), and more. We are also able to connect consumers to our Clinical Activation resources as required for clinical support.

We are making measurable impacts for our clients in areas such as:

  • High risk/high cost members
  • Potentially preventable admissions and readmissions
  • Inappropriate visits to the ER or Urgent care
  • Closing gaps in care for HEDIS, Star Ratings and MACRA
  • Health Risk Assessment Support
  • Medication adherence
  • And more...

We work proactively with our clients to identify the areas where we can have the most impact to meet their unique needs.

We are able to execute one-touch contact outreach programs to handle high pain point areas such as gaps in care – and we also offer year-round, multi-touch, multi-channel programs as well where we receive interactions as well as outreach to identified groups of consumers who need our support.

Our 24x7x365 availability and our proven people, processes and technologies give us the ability to implement solutions quickly and flexibly for our clients. This is highly valued by our clients who are implementing pilot projects as well as long-term programs.

How can we help you?

Clinical Activation

On-demand access to Registered Nurses (RNs) for triage, shared decision-making, coaching and care management

Our clinical team Registered Nurses (RNs) are front and center in these solutions delivering expert clinical support with 24x7x365 triage, virtual clinic access, site and course of care guidance, shared decision-making, coaching and care management.

Our main offerings within Clinical Activation are:

24x7 Virtual Clinic

Our Virtual Clinic is the only telehealth model that seamlessly combines the traditionally separated nurse advice / nurse triage line with virtual physicians and behavioral health specialists. We provide registered nurses up-front in the telehealth process to triage symptoms 24x7x365. They are able to answer questions, assess symptoms (using proven clinical guidelines) and guide members on site and course of care.

Although more than 46% of our Virtual Clinic Nurse Advice Line calls are solved with at-home treatment, some situations require physician or behavioral health guidance. By connecting members with a nurse before making this physician referral, we add another layer of safety, and cost savings via rapid triage and direction to the most appropriate site of care - including connections to our virtual physicians and behavioral health specialists and clients’ preferred retail clinics and primary care and other providers.

Shared Decision-Making

Using evidence-based decision aids, our experienced registered nurses collect and analyze critical data enabling them to conduct personalized, in-depth consultations in support of even the most complex healthcare decisions (surgery, advanced imaging, tests, procedures, discharge planning, etc). They thoroughly explain symptoms, exams, tests, procedures, treatment options and condition management. By combining the latest medical information with their years of clinical experience, our nurses educate members and prepare them to effectively communicate with their physicians regarding treatment options.

The comprehensive, impartial feedback our nurses provide empowers consumers to make more informed decisions with their physician and family.

Coaching and Care Management

Our Coaching and Care Management Solution combines the components of coaching and care management in a framework that allows each healthcare consumer to receive direction from their own expert resource to empower them to confidently make better health decisions. These expert resources build rapport and relationships so that they can guide, educate and influence the people they support in an individualized way.

Our model includes coaching, active listening and motivational interviewing skills, as well as clinical assessments, transparency support, care coordination and shared care planning. Our process helps people to improve self-management behaviors that protect and promote health, monitor and manage symptoms and signs of illness, manage the impact on health, and adhere to medication and treatment regimens.

We go beyond simply working with a consumer to help them to adopt healthy behaviors and reduce overall health risk, we improve partnerships between consumers and their healthcare providers. The collaborative consumer, provider, care advisor partnership creates a powerful means to identify problems, and better target interventions. These interventions are more effective because they are reinforced by everyone, and they enhance the consumer’s ability to successfully implement the shared care plan. Through our personalized and educational approach, we support sustained behavior change, and also allow consumers to adopt new perspectives and skills that can be applied to additional health issues as they arise. Clinical Activation was built to cover many areas of market need where clients are facing high costs, high risks, and issues with member and patient satisfaction.

We are making measurable impacts for our clients in areas such as:

  • High risk/high cost members
  • Potentially preventable admissions and readmissions
  • Inappropriate visits to the ER or Urgent care
  • Closing gaps in care for HEDIS, Star Ratings and MACRA
  • Health Risk Assessment Support
  • Medication adherence
  • And more...

We are able to proactively work with our clients to identify the areas where we can have the most impact to meet their unique clinical program needs.

We are able to execute single point of contact outreach programs to handle high pain point areas such as chronic condition and case management – and we also offer year-round, multi-touch, multi-channel programs as well where we receive interactions as well as outreach to identified groups of consumers who need clinical support.

Our 24x7x365 availability and our proven people, processes and technologies give us the ability to implement solutions quickly and flexibly for our clients. This is highly valued by our clients who are implementing pilot projects as well as long-term programs.

How can we help you?

Advocacy and Navigation

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Today’s empowered and enlightened healthcare consumers require better advocacy and navigation support as they make healthcare decisions. The complexity and lack of transparency in the healthcare system makes it all but impossible for them to do this on their own, and the result is crippling costs across the board. People need an expert concierge-level resource on their side as they interact with the healthcare system, and make choices for themselves and members of their family. We are that expert resource.

Our comprehensive healthcare advocacy and navigation solution combines our Strategic Engagement and Clinical Activation offerings powered by data and sophisticated multi-channel healthcare engagement management technology (our Health Optimization Platform) to expertly guide healthcare consumers through health system complexities. Our Health Optimization Platform provides our team with deep data insight not just to the individual healthcare consumer, but to members of their family as well.

Our main goals are to provide multi-channel, ongoing support in:

  • Engagement with items such as welcome calls, ongoing check-ins and member services support.
  • Education in areas like primary care provider relationships, prevention, healthy living and transparency.
  • Activation through care advocacy and care coordination, coaching and shared decision-making.
  • Consumer Empowerment that delivers improved health status and more efficient and appropriate usage of healthcare resources.

Our highly skilled and trained Family Health Advisors are the lead resources in this concierge-level solution, and they engage clinical resources on our team, as well as external resources, as needed to get healthcare consumers the information and guidance they need to make better health choices. They also serve as consumer advocates who clear the path for those who hit barriers to getting the care they need.

Family Health Advisors serve as an ongoing, dedicated guide for consumers and their family members through the simplest to the most complex healthcare details and decisions.

Examples of comprehensive Healthcare Advocacy and Navigation services offered are:

  • Member Services Support – in areas such as provider location and scheduling, eligibility, benefits and claims inquiries, plan information and communications.
  • Care Advocacy and Care Coordination – in areas such as preventive care, coordination between providers, pharmacists, caregivers and other relevant parties, transparency information and referrals to program resources (e.g. case management, disease management, employee assistance plans, etc.).
  • Shared Decision-Making - support for effectively collaborating with physicians, discussion of treatment options, offering provider and site of care options.
  • Virtual Clinic – 24x7 telehealth model that seamlessly combines the traditionally separated nurse advice / nurse triage line with virtual medical and behavioral health consults.

This solution was built to cover many areas of market need where clients are facing high costs, high risks, and issues with member and patient satisfaction.

We are making measurable impacts for our clients in areas such as:

  • High risk/high cost members
  • Potentially preventable admissions and readmissions
  • Inappropriate visits to the ER or Urgent care
  • Closing gaps in care for HEDIS, Star Ratings and MACRA
  • Health Risk Assessment Support
  • Medication adherence
  • And more...

We are able to proactively work with our clients to identify the areas where we can have the most impact to meet their unique needs.

Our proven people, processes and technologies give us the ability to implement solutions quickly and flexibly for our clients.

How can we help you?

What We Do

Our innovative healthcare CRM technology, proven solutions and services enable us to simplify complexity and influence consumers to make better health decisions

  • Strategic Engagement

    Proven outbound outreach that educates and influences healthcare consumers to make better health decisions - saving costs across the board while keeping quality high

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  • Clinical Activation

    Access to Registered Nurses (RNs) for Virtual Clinic, 24x7x365 triage, shared decision-making, coaching and care management

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  • Advocacy and Navigation Support

    Comprehensive Strategic Engagement and Clinical Activation solution that delivers concierge-level support powered by breakthrough healthcare CRM technology

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Let’s talk about how our positive impact on consumer health choices can help you meet your goals.

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