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Mobile Messaging for Medicaid Managed Care Organizations
Chuka AguguaRelationship [email protected]
© 2011 Sprint. This information is subject to Sprint policies regarding use and is the property of Sprint and/or its relevant affiliates and may contain restricted, confidential or privileged materials intended for the sole use of the intended recipient. Any review, use, distribution or disclosure is prohibited without authorization.
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Why We’re Here
Improve communication with your Medicaid patients and members
Assurance Wireless provides free cell phoneservice to eligible Medicaid households
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Who is Assurance Wireless?
• Lifeline Assistance program supported by the federal Universal Service Fund
• Member of the Sprint Prepaid family
© 2011 Sprint. This information is subject to Sprint policies regarding use and is the property of Sprint and/or its relevant affiliates and may contain restricted, confidential or privileged materials intended for the sole use of the intended recipient. Any review, use, distribution or disclosure is prohibited without authorization.
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Our Footprint
Color
KeyLaunch
Year# of
States
2009 4
2010 10
2011 17
© 2011 Sprint. This information is subject to Sprint policies regarding use and is the property of Sprint and/or its relevant affiliates and may contain restricted, confidential or privileged materials intended for the sole use of the intended recipient. Any review, use, distribution or disclosure is prohibited without authorization.
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Customer Benefits
We provide our customers with a tool to stay connected to family and friends, employers, and social service, or healthcare providers.
• Free phone and 250 free voice minutes per month (local and long distance)
• Coverage on Sprint’s Nationwide Network
• Free Voicemail account, Call Waiting, and Caller ID
• 911 calling even with no available minutes
• Lifeline Assistance Program
• One phone per household
© 2011 Sprint. This information is subject to Sprint policies regarding use and is the property of Sprint and/or its relevant affiliates and may contain restricted, confidential or privileged materials intended for the sole use of the intended recipient. Any review, use, distribution or disclosure is prohibited without authorization.
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How Do Households Qualify?
Households may qualify based on income or participation in certain
public assistance programs such as:
• Medicaid
• Social Security Supplemental Income (SSI)
• Supplemental Nutrition Program (Food Stamps)
• Low-Income Home Energy Assistance Program (LIHEAP)
• Temporary Assistance for Needy Families (TANF)
• Federal Public Housing Assistance (FPHA) or Section 8
• The National School Lunch Program’s free lunch program
• Income (based on the FPL)
Eligibility requirements vary by State
* Only one Lifeline Assistance phone line per household
© 2011 Sprint. This information is subject to Sprint policies regarding use and is the property of Sprint and/or its relevant affiliates and may contain restricted, confidential or privileged materials intended for the sole use of the intended recipient. Any review, use, distribution or disclosure is prohibited without authorization.
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Have You Asked Yourself…?
How do I
improve
QUALITY?
• Immunization reminders• Well Child programs• Chronic care management
How do I
reduce my
COST?
• Decrease outreach costs• Reduce ER “frequent flyers”• Facilitate reenrollment
How do I
improve the
memberEXPERIENCE?
• Improve health literacy• Make contact relevant• Improve member engagement
© 2011 Sprint. This information is subject to Sprint policies regarding use and is the property of Sprint and/or its relevant affiliates and may contain restricted, confidential or privileged materials intended for the sole use of the intended recipient. Any review, use, distribution or disclosure is prohibited without authorization.
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The Partnership - Closing the loop
Member signs up
for Assurance and
opt‐in to receive
phone calls and
text messages
from you
Assurance
provides opt‐in
report to you
You communicate
with your
members via
phone calls and
text messages
© 2011 Sprint. This information is subject to Sprint policies regarding use and is the property of Sprint and/or its relevant affiliates and may contain restricted, confidential or privileged materials intended for the sole use of the intended recipient. Any review, use, distribution or disclosure is prohibited without authorization.
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… Yes, Here’s How?
How do I
improve
QUALITY?
• Customized SMS messages promote HEDIS initiatives• Text healthy habits tips for diabetes, obesity programs• Close member contact for Case or Transition Managers
How do I
reduce my
COST?
• Reduce cost to print and send returned mail• Encourage proactive participation by members• Cost effective touch for re-enrollment reminders
How do I
improve the
memberEXPERIENCE?
• Improved health outcomes• Adapt messages for relevance to member groups• Stay in touch with continuity in contact information
© 2011 Sprint. This information is subject to Sprint policies regarding use and is the property of Sprint and/or its relevant affiliates and may contain restricted, confidential or privileged materials intended for the sole use of the intended recipient. Any review, use, distribution or disclosure is prohibited without authorization.
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Why SMS (text) Messaging?
Text messaging gives you the ability to:
•Personalize messaging
•Connect directly with your members
•Educate to improve health literacy
© 2011 Sprint. This information is subject to Sprint policies regarding use and is the property of Sprint and/or its relevant affiliates and may contain restricted, confidential or privileged materials intended for the sole use of the intended recipient. Any review, use, distribution or disclosure is prohibited without authorization.
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Why Personalize Messaging?
“Personalized text messaging in healthcare is the new antidote to healthcare costs, patient waiting times and
patient’s general health maintenance.”
“The store and forward nature of messaging makes this medium more convenient than a voice call it is also far less intrusive than having to accept or return a phone call. This convenience gives patients the ability to read messages in
privacy at a suitable time.”
PricewaterhouseCooper’s Health Research Institute
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How do I Personalize?
• Relevant Reminders- appointments/pharmacy pick up- diabetes healthy living tips- re-enrollment
• Survey’s, Polls, Votes, Contests
- keep members engaged
- solicit feedback and participation
- standardize questions for measurable responses
© 2011 Sprint. This information is subject to Sprint policies regarding use and is the property of Sprint and/or its relevant affiliates and may contain restricted, confidential or privileged materials intended for the sole use of the intended recipient. Any review, use, distribution or disclosure is prohibited without authorization.
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Connect With Your Members
Medicaid patients are more likely to use text messaging
PriceWaterhouseCoopers HRI Consumer Survey, 2010
© 2011 Sprint. This information is subject to Sprint policies regarding use and is the property of Sprint and/or its relevant affiliates and may contain restricted, confidential or privileged materials intended for the sole use of the intended recipient. Any review, use, distribution or disclosure is prohibited without authorization.
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Educate
Improve health outcomes by
giving members the tools and
information they need.
•Smoking cessation programs
•Tips to prevent the flu
•Pregnant mother programs
•Prescription use reminder
© 2011 Sprint. This information is subject to Sprint policies regarding use and is the property of Sprint and/or its relevant affiliates and may contain restricted, confidential or privileged materials intended for the sole use of the intended recipient. Any review, use, distribution or disclosure is prohibited without authorization.
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More Texting Evidence in Healthcare“If you’re sick,
stay home for at least 24 hrs after your fever has gone away.”
Sample
text message CDC provides employers to send during flu seasonhttp://www.cdc.gov/h1n1flu/business/toolkit/textmessages.htm
“Text Message Support for Smokers Doubles Quit Rates”http://www.cellular‐news.com/story/49806.php
“A study done by Kaiser Permanente in which they implemented an SMS (text message)
appointment reminder pilot project resulted in 1,873 fewer appointment no‐shows, a $150
savings per appointment (their no‐show cost) which equated to a total cost savings of over
$275,000 at just a single clinic.”
http://www.mdnews.com/news/2011_07/text‐
messaging‐can‐improve‐health‐care
© 2011 Sprint. This information is subject to Sprint policies regarding use and is the property of Sprint and/or its relevant affiliates and may contain restricted, confidential or privileged materials intended for the sole use of the intended recipient. Any review, use, distribution or disclosure is prohibited without authorization.
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Questions?
Chuka
Agugua
Relationship [email protected]