Spark Health saw a 100% lift in patient engagement rates With Regal's Journey Builder
Spark Health uses Regal’s Journey Builder to trigger personalized calls to patients based on whether a disposition has occurred.
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Healthcare
IN NUMBERS
With a personalized patient engagement strategy from Regal.io, Spark Health saw a dramatic lift in key performance metrics.
100%
Lift in Engagement Rate
60%
Average Engagement Rate
90%
Task Completion Rate
Takeeyah Sessoms
Client Service Manager
“Regal.io has helped us improve our patient engagement rates by 100% and improve our patient engagement strategy through personalized calling. As a result, we have been able to engage with more patients and have higher quality conversations with them, which means additional revenue for our business.”
Challenges and Strategies for Engaging Medicare Patients
In the Medicare industry, engaging with patients can often be quite difficult. Not only are these patients typically older and unresponsive on the phone, but they may be confused around who is contacting them and for what reasons.
As such, it is incredibly important to be able to reach patients in a personalized manner and establish trust quickly. If they don’t pick up the first time, it is also valuable to have a system that can orchestrate follow up calls over a period of time to increase the probability of engaging with the patient.
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Mannual Processes and Low Engagement Rates
into low engagement rates.
Regal dug into the problem at hand and concluded that Spark needed a way to systematically trigger and orchestrate followup calls to patients. Regal suggested that Spark use their Journey Builder product as a way to solve the problem.
Regal’s Journey Builder powers a patient engagement strategy for Spark Health
In the first journey, Spark receives a list of patients from a set of partners. This list is ingested by Regal’s platform, which triggers a scheduling journey to call the list of patients. Instead of manually entering a phone number, Spark’s reps are assigned a call task through the Regal user interface. Reps can then easily press a button to trigger an outbound call to the patient as the next best action. In addition, Regal’s system is able to provide valuable information about which doctor each patient works with, so that the Spark rep can have a personalized opener for each conversation. Instead of having a cold call, the Spark reps can now say “Hi, I know you work with this doctor, I’m here to help schedule an appointment.” If the patient does not pick up, the journey will assign call tasks over a series of days, until five attempts are made.
This optimizes the probability of a patient picking up the phone.Lastly, Regal can uniquely enable Spark’s reps to do a warm transfer when they book an appointment with the patient and send them to the provider’s office.
In the second journey, Spark is able to trigger follow-up calls to patients after they have had an appointment with a provider.When an appointment is completed, a call task is assigned to a Spark rep to call the patient after a brief period of time. During these calls, reps gather feedback on the quality of care that was given by the provided. These calls are orchestrated throughRegal’s journey builder, which personalizes each call based on whether there has been a prior disposition logged.
Without Regal’s platform for patient engagement, Spark would have had a manual process for calling patients, which would have limited their ability to personalize their conversations and drive higher patient engagement rates. After adopting Regal, call tasks are automatically populated through Regal’s event-driven journey builder and assigned to agents which increases overall productivity and maintains high task completion rates. Regal.io's technology platform has helped the company to compete effectively in a highly competitive Medicare industry.
Lift in Engagement and Connection Rates
With the help of Regal, Spark Health not only has been able to contact more patients effectively, but have more engaged patients speaking on the phone with them. This has resulted in increased booking appointments and improved processes around gathering provider experience feedback.
Going forward, Spark Health now has the confidence to continue growing their patient engagement team and drive additional top line revenue – Regal has played a major role in helping them personalize the way they engage with their patients.
ABOUT THE CUSTOMER
Spark Health is one of the leading players in the Medicare industry, serving over 30K+ Medicare beneficiaries. Their mission is to help every Medicare beneficiary take control of their health. By building a modern Medicare brokerage platform, Spark is able to combine world-class service and powerful technology to deliver the best experience for local, independent agents and their clients.
Spark partners with the industry’s best agents and agencies who want to push the industry and their business forward. They have a team of technologists, insurance specialists, and healthcare enthusiasts building the best technology for beneficiaries and the agents serving them. Spark’s business model is to qualify patients, book appointments, make warm transfers, and collect feedback on patient visits.
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