The Challenge:

In 2015, a large Federally Qualified Health Center (FQHC) in South Texas needed to notify their entire patient population of an important change to their insurance, and that to continue seeing their primary care provider or specialist, they would need to change insurance plans.

This change would have an impact on their ability to continue providing care to more than 14,000 patients. This health center needed a coordinated campaign to send a notice of the changes via email, and then complete a follow up phone call to ensure that the patient received the notice and answer any questions.

The Solution:

TeamHealth Medical Call Center offered a two-pronged solution that included a live call and automated call.

The program includes the following:

  • A follow up phone call from a nonclinical patient coordinator tasked with ensuring:
    • The patient received the notification via email.
    • Answer any questions the patient had.
    • Offer to transfer to the state Medicaid hotline if the patient was ready to make an insurance change while on the line.
  • An additional follow up automated phone call with a prerecorded message to patients who were unable to be first reached by a patient coordinator. The automated call offered a hotline where the patient could call back and have any questions answered.

The Results:

The outbound campaign exceeded the anticipated results.

  • 51% of patients successfully completed the call with the following results:
    • Requested to be transferred to change insurance plans during the course of the call.
    • Patient had already made the insurance change prior to receiving the call.
    • Were unable to be transferred at the time of the call, but requested the information on how to do so at a later time.
    • Did not request a transfer or info.
  • Of the 51% of total patient successfully reached, more than 75% either requested to be transferred, requested the contact info to do so later, or had already made the insurance change.
  • For the more than 4,500 patients receiving an automated call, THMCC achieved a 90% reach rate.
  • Of this, more than 3,800 (95%) of patients listened to the initial message.