Growing Dental Member Utilization and Satisfaction with Digital Engagement


When a state-managed Medicaid program shopper approached DentaQuest in search of methods to extend utilization of dental care providers amongst members and enhance their general well being expertise, we knew we wanted to take a contemporary method and have interaction with members in the identical method they join in right now’s digital-first world.

Beforehand carried out conventional outreach strategies reminiscent of postcards and robocalls weren’t assembly expectations, and the shopper continued to expertise a rise in customer support calls from annoyed members looking for a dentist or schedule an appointment.

To fulfill members the place they’re, DentaQuest carried out a HIPAA-compliant, third-party platform to ship SMS notifications. The notifications linked to a customized, safe net feed that enables for the inclusion of necessary member info reminiscent of dentist contact info and profit updates, hyperlinks to discover a dentist instruments and click-to-call straightforward scheduling.

Previous to implementing the answer, a client-administered survey revealed that two in three of its members acknowledged that receiving textual content messages would improve their probability to learn details about their advantages and oral well being. And understanding what we learn about cell phone use 85% of nationwide Medicaid adults have a cell phone and the common American appears at their telephone 52 instances a day SMS know-how was the right resolution.

By utilizing safe SMS know-how to ship necessary dental care messages, DentaQuest was in a position to improve utilization and enhance member satisfaction for the shopper:

·       13% improve in utilization

·       Greater than 50K non-utilizers submitted a declare after outreach by way of SMS

·       Households with new claims rose by 10.5%

Learn the and to be taught extra about how a partnership with DentaQuest can drive your aggressive benefit with dental and imaginative and prescient options that optimize the member expertise.

 

 

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