mPulse Mobile, the leading provider of conversational AI and digital engagement solutions for the healthcare industry, announced the winners of the Activate2021 Awards. mPulse Mobile announces award winners each fall during its annual Activate conference to recognize key partners and customers that have achieved impressive results in healthcare innovation, outcomes, and health equity among patient populations.

Winners of the Activate2021 Awards are on the cutting edge of healthcare consumer engagement, leveraging Conversational AI and omnichannel engagement solutions to build meaningful relationships with consumers and activate them in their own health. Award submissions were evaluated on both qualitative and quantitative results measuring innovation, patient outcomes, improved consumer experience, and progress toward health equity.

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The Activate2021 Award winners include:

CalOptima: Achieving Health Equity

CalOptima is a county organized health system that offers health insurance programs for low-income children, adults, seniors, and people with disabilities throughout Orange County, California. Because Medicaid populations nationwide are vaccinated against COVID-19 at lower rates than the wider population, CalOptima sought to promote vaccination among members who may be vaccine hesitant or face barriers to care. CalOptima engaged mPulse Mobile to roll out a large, targeted COVID-19 texting campaign in 7 languages. The campaign promoted pandemic safety and vaccination, including programs tailored to specific geolocations and to help homebound members access in-home vaccinations.

CalOptima became the best performing large Medi-Cal plan in California in terms of vaccinated members, and currently ranks sixth statewide among Medi-Cal plans of all sizes. As of October 25, CalOptima presently has a 63% vaccination rate among members age 16 and older, and 62% among members age 12 and older. Health equity efforts among populations of color resulted in CalOptima’s Black Medi-Cal population being 45% vaccinated (compared with 40% of Medi-Cal members statewide) and its Hispanic population being 56% vaccinated (compared with 54% of Medi-Cal members statewide).

CareSource: Best Use of Conversational AI

CareSource is a nationally recognized nonprofit health insurance plan serving 2 million members. During the COVID-19 pandemic, CareSource partnered with mPulse Mobile for its COVID-19 vaccine engagement solution combining conversational touchpoints and streaming health education to identify and address members displaying vaccine hesitancy.

Using a combination of SMS texting workflows, member surveys, and video content, the program automated tailored messages to address vaccine myths and misperceptions, as well as build health literacy and address access obstacles among members. CareSource initiated 3 million dialogues with 664,000 members tailored to whether they self-reported as “Ready,” “Unsure,” or “Non-Believer.” Out of 107,000 members who reported as “Unsure” about the vaccines, 57,000 moved to the “Ready” persona after engaging with the program.

Magellan Rx Management: Most Innovative Program

Magellan Rx Management, a division of Magellan Health, Inc., is a next-generation pharmacy organization aimed at managing the fastest growing and most complex areas of healthcare, including support for special populations.

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Magellan Rx deployed mPulse Mobile’s conversational messaging and fotonovela capabilities to address issues of loneliness and anxiety experienced in their specialty pharmacy member population during the pandemic. Mobile fotonovelas deliver educational content through a story-based visual format that is designed to be engaging and relevant across diverse populations. Engagement reached over 38% among enrolled members with a 90% satisfaction score. When asked about the program, members responded that they appreciated Magellan’s specialty pharmacy for caring about more than just filling their prescriptions and reported exhibiting new mindful and positive behaviors as a result of their participation. Fotonovelas had the highest rates of engagement and satisfaction among young patients and those most impacted by social determinants of health.

CountyCare Health Plan: Most Significant Outcome (tie)

CountyCare Health Plan is a top-rated, no-cost Medicaid Managed Care Plan for people residing in Cook County, Illinois, which encompasses the Chicago area. CountyCare partnered with mPulse Mobile to roll out a solution to address the underlying factors driving vaccine hesitancy by influencing health beliefs, building self-efficacy, and increasing member readiness.

The vaccine engagement program drove 18.9% of members to engage, with the program achieving a 70% overall satisfaction rate. The member population had a significant Social Determinants of Health (SDoH) impact, and the program incorporated digital fotonovelas to build health literacy about vaccinations. 72% of members who engaged with the fotonovelas reported being more likely to get the vaccine.

Providence Health & Services: Most Significant Outcome (tie)

Providence is a nonprofit health system operating hospitals across seven states and serving millions of patients. The comprehensive healthcare organization used mPulse Mobile’s SMS capabilities to meet organizational and Epic goals and objectives and increase signups of Epic’s MyChart Instant Activation program and drive usage of MyChart eCheckin, programs that allow patients to view medications, test results, upcoming appointments, medical bills, price estimates, and more, all in one place.

As a result of working with mPulse, MyChart Instant Activation grew to a 50% completion rate, and MyChart eCheckin saw usage by patients increase from 9.9% in December 2020 to 27.4% by August 2021.

A leading Health Services provider: Most Improved Customer Experience

The winning organization is a leading information and technology-enabled health services business. Employing over 100,000 people worldwide, the organization delivers intelligent, integrated solutions that help to modernize the health system and improve overall population health.

The organization partnered with mPulse Mobile to develop a digital capability for their wellness coaching program to move from a telephonic system to a fully digital consumer experience. This included collaborating with The Big Know, mPulse Mobile’s streaming health education solution, to create custom content for 11 courses. To date since rollout, the courses have received an average engagement rate of 51 minutes per enrollment and a 75% completion rate, among other high engagement metrics.

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