Prepackaged solution enables health plans to improve member experiences and quality outcomes through AI-powered automation and deep domain expertise

Ushur, the leader in AI-powered Customer Experience Automation (CXA), today announced a strategic partnership and joint solution with Rex Wallace Consulting and Decision Point. Health plans are already taking advantage of the joint solution to improve engagement with their members and providers, create more positive member experiences, improve Consumer Assessment of Healthcare Providers and Systems (CAHPS^®) scores and improve their quality of care.

Rex Wallace Consulting (RWC) is a strategy consulting firm with deep experience in helping health plans improve quality and Star Ratings. Decision Point, the leading member engagement management company, leverages machine learning and artificial intelligence to produce member-level insights that inform proven strategies to improve outcomes such as survey responses (e.g., CAHPS), quality gap closure, disenrollment, avoidable utilization and more.

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The partnership delivers health plan quality solutions that leverage AI, automation, digital engagement and deep healthcare domain expertise:

1. Analyzing and identifying members at-risk for CAHPS, care gaps and retention through Decision Point’s powerful, purpose-built predictive analytics.
2. Developing data-driven strategies and tactics to reach critical constituents (such as members and providers) to motivate them to take the right actions to achieve better quality outcomes.
3. Delivering highly effective digital outreach engagements utilizing the HIPAA-secure Ushur CXA platform, which seamlessly enables interactivity, bridges to other on- and offline channels, reduces friction and drives better outcomes.
4. Designing refreshing new member experiences for benefit navigation, care coordination and care gap closure that redefine what it feels like to be a health plan member.

Yvonne Daugherty, Global Head of Industries at Ushur, said: “We are very pleased to partner with Rex Wallace Consulting and Decision Point to deliver a unique approach that rapidly addresses high value health plan business needs to improve quality of care, HEDIS^® gap closure, CAHPS, health equity, SDOH and more. The combined domain expertise and technology-enablement we bring together is unmatched.”

“Through this powerful new solution with Ushur and Decision Point, we are enabling health plans to be much more effective at identifying targets for quality outreach with precision analytics, and better able to reach and influence members and providers through HIPAA-secure and interactive CXA,” said Rex Wallace, CEO and Founder of Rex Wallace Consulting.

“We are thrilled to partner with both Ushur and Rex Wallace Consulting to accelerate our ability to support health plans in achieving their experience and quality goals,” said Saeed Aminzadeh, CEO of Decision Point. “By combining our analytics with RWC’s deep consultative expertise and Ushur’s unique and effective digital engagement platform, health plans will have a rapid launch solution that can prove value quickly.”

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