Welltok l Optimizing Health, Maximizing Rewards | Engagement Services
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Getting it Right

Deliver multi-channel communication campaigns to connect with consumers through their preferred communications channel with the right message at the right time – online or offline
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Exciting News! Silverlink is now Welltok Engagement Services.

1 Billion Communications and Counting

Design and executed more than 80,000 programs and sending more than 1 billion communications on behalf of the nation’s largest health plans, pharmacy benefit managers and other population health managers.

Drive engagement by delivering the right combination of automated calls, email, SMS text, direct mail, web and live agent calls based on consumer preferences and needs. We provide the expertise and data on when, where, and how to engage consumers at every stage of their health and life.

Engagement Services Offerings

Quality – HEDIS/Star and Health & Wellness

Solutions to address all major HEDIS ratings and Star measures allowing you to maximize plan performance and dramatically improve outcomes.

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Find the right solution for you:

 

    • Appointment Reminder
    • CAHPS/HOS Surveys
    • Care Transitions
    • Chronic Condition Management
    • Flu Outreach
    • Health Coaching and Education
    • Health Risk Assessment
    • Lifestyle Management
    • Medication Adherence
    • Preventive Health Screening/Reminder

 

Measurable business value delivered for our clients, includes:

 

    • 15% reduction in 30-day all cause readmissions among Medicaid, Medicare, and commercial members
    • 23% improvement in medication adherence
    • 48% of all diabetes gaps closed in a commercial program with tailored messaging across 40 health action and gender-specific segments

Pharmacy – Medication Management

Solutions to address basic “transactional” outreach such as refill reminders, as well as, more complex targeted medication adherence for multiple medications.

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Find the right solution for you:

 

    • Formulary Management
    • Medication Adherence
    • Order Status
    • MTM/CRM
    • Plan Design: Mandatory Mail, Step Therapy
    • Prior Authorization
    • Refill Reminders/Transactions
    • Retail-to-Mail
    • Specialty Pharmacy

 

Measurable business value delivered for our clients, includes:

 

    • 65% reduction in member complaints (via inbound call queue) through automated refill reminder outreach; additional $450,000/week in refill revenue
    • 28% increase in refills for specialty consumers who interacted with Welltok’s automated call vs. those that did not receive a call
    • 7:1 ROI for a specialty pharmacy client using Welltok to refill medications for patients with Multiple Sclerosis

Experience – Brand Awareness & Revenue Enhancement

Solutions to increase not only brand awareness and retention but also member satisfaction – including surveys, helping you identify risk and collect member preferences.

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Find the right solution for you:

 

    • Benefit Education/Announcement
    • Disenrollment Survey
    • Exchange Enrollment/Onboarding
    • Member Profiles and Preferences
    • Member Satisfaction Survey
    • Plan Migration
    • Risk Adjustment Type—Health Risk Surveys
    • Welcome Calls

 

Measurable business value delivered for our clients, includes:

 

    • 25% improvement rate in “kept appointments” following Welltok reminders
    • 80% response rate for bilingual flu reminder outreach; 60% of members indicated receiving flu vaccine in subsequent follow-up outreach
    • $8 per member savings by switching to lower cost electronic channels

Administrative – Customer Support Claims & Operational/Administrative Efficiencies

Solutions to support operational efficiencies and maximize campaign outcomes including call center capabilities, coordination of benefits and subrogation solutions, and collections.

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Find the right solution for you:

 

    • Announcements
    • Benefits Education
    • Call Center Augmentation/Integration
    • Collections/Claims Payments
    • Coordination of Benefits
    • Explanation of Benefits
    • Subrogation
    • Missing Data Collection

 

Measurable business value delivered for our clients, includes:

 

    • 54% increase in pharmacy conversions through Welltok automated call, letter, fax and agent closed-loop solution
    • 65% reduction in member complaints (via inbound call queue) through automated refill reminder outreach; additional $450,000/week in refill revenue
    • 25% increase in COB savings (reduction of medical costs achieved by paying secondary instead of primary on a claim)

Benefits of Engagement Services

Flexible Multi-Channel Communications

Delivers a personalized and effective consumer experience, while providing centralized control and transparency across the enterprise of communications activities.

Data-Driven
Creative Expertise

Best practices to engage consumers in their health built on years of “test and learn” methodology, messaging, channels, timing and sequencing.

Engagement Data Management

Centralize and honor consumer communications preferences and permissions, to power better engagement, manage multiple sources of data from vendors and support important compliance initiatives.

Learn how multi-channel outreach closes gaps in diabetes care for a national client

Benefits of Working With Us

Personalized Approach

We communicate with consumers to increase your results and outcomes, in a highly scalable way, which helps organizations improve Star ratings, HEDIS measures, outreach efficiencies, and the consumer experience.

Flexibility

The flexibility of our technology enables us to deliver thousands of communications campaigns, ranging from flu shot to gaps in care reminders. We deliver communications designed to connect and engage the healthcare consumer through personalized, interactive, multilingual, and HIPAA-compliant communications.

Technology Design

From engagement data to campaign management, coupled with multi-channel execution, our technology is designed to help organizations capture and utilize consumer insights. We not only understand how a consumer wants to receive information, but also identify and overcome barriers for that consumer to take action.

Engagement Expertise

We integrate our proprietary behavioral science, consumer marketing expertise, and analytics with our state of the art technology platform to empower organizations to motivate consumers to be more engaged in their health, while delivering better health outcomes and reduced costs.

Communications That Deliver Results

Test and
Learn

147

Increase in transfer rates into a chronic condition management program

Hard to Reach Populations

76

Reach rate with targeted SMS messaging

Barrier Breaking Messaging

40

Increase in behavior change with second chance messaging

Channel
Preferences

25

Per member savings by switching to lower-cost channels