Improving Annual Wellness Visit Completion Rates with Outbound Calls

Annual Wellness Visits (AWV) enable health plans to rapidly detect, prevent and manage serious health conditions while reducing healthcare costs. For one Blues Medicare Advantage plan in 2023, low AWV completion rates threatened to negatively impact emergency room rates, Star Ratings and health outcomes.

Through Healthmine’s outbound calls solution, the plan increased AWV completion rates by 748 visits before the end of the year. Download a success story detailing how the plan achieved with Healthmine and discover the impact of outbound calls on plan performance.

Why Use Outbound Calls

Outbound calls enable health plans to directly assist members in completing specific, complex actions under strict timelines. Non-digital and hard-to-reach members may need additional support scheduling appointments, navigating their benefits and improving health outcomes. Through live agents, plans can deliver high-touch outreach to quickly understand member needs and help members to complete important health actions.

Outbound calls enable plans to:

• Provide a welcoming onboarding experience for new and returning members
• Update members about changes in plan benefits and provider networks
• Resolve negative member experiences with concierge-level recovery services
• Help members complete health risk assessments, surveys and social needs screenings
• Conduct end-of-year pushes to close lingering care gaps and CAHPS challenges

Healthmine’s outbound call solution features a four-week implementation timeline that supports rapid responses to time-sensitive goals. Plans can conduct targeted, flexible initiatives to address immediate challenges without burdening staff and budgets with building internal call centers.

Align Outbound Calls with Larger Engagement Strategies

Outbound calls become more effective when leveraged alongside an integrated member engagement platform. Healthmine’s Quality Relationship Management^TM (QRM®) provides oversight into all outreach strategies to deliver more coordinated, cost-effective and efficient engagement. With access to continuous data feeds, plans can quickly identify population needs and segment outreach by member preferred channels to coordinate digital and non-digital campaigns. 

Explore how a Blues Medicare Advantage plan used outbound calls to close time-sensitive AWV care gaps by downloading the success story. For more insights into the benefits of outbound calls, contact us for a demo.