Meet members where they are
with a convenient mobile app
Digitize staff workflows with a web-based dashboard
Quickly connect members and care teams with secure chat
Ease digital care management adoption with single sign-on (SSO)
Boost participation in care management with digital intake assessments
Get actionable data insights with remote monitoring
Tailor support in less time with next best actions
Facilitate self-service and education with a Member Resource Center
Meet members where they are with a convenient mobile app
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Traditional care management programs rely on telephonic outreach to contact and support members. But that isn’t the type of modern experience most members expect. Offering a mobile app gives members one convenient place to go when they have health or benefits questions. And members can use the app at any time—instead of waiting to call during business hours.
Effective member mobile apps break down complicated care plans into digestible steps. That can include an actionable daily checklist with medication reminders, activity trackers, and informational articles to help members become informed self-advocates.
From a study published in the
Journal of Medical Economics [JME]
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It can be difficult for care managers to see the full picture of their members’ health needs in between phone calls and doctors’ visits.
But with the right web-based staff dashboard, staff can see a continuous view of their members throughout their healthcare journeys. A staff dashboard can surface intervention opportunities care teams wouldn’t have access to otherwise. The alerts and action items on staff dashboards should be informed by actions members take in the mobile app—like survey responses or articles they read. Algorithms can prioritize members by need, generate alerts, and recommend follow-up actions to help care teams reach the right members right when they need it.
Digitize staff workflows with a
web-based dashboard
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It’s easy to see why most consumers prefer to communicate via text-based messaging than over the phone. Text messaging is a more private way to discuss personal health issues, less time-consuming than a phone call, and gives members the flexibility to respond or ask health questions on their own time. It can also be a more inclusive way to communicate with members who have disabilities.
When digital care management platforms include HIPAA-compliant messaging, care managers create more touchpoints with members. Not only can they use templates to draft messages to members, but they can reach out to a large portion of their population in the time it takes to write a single flu shot reminder message. And when a phone call is needed, teams can use messaging to schedule and remind members about calls.
Quickly connect members and care teams with secure chat
Care managers increase the percentage of successful phone calls by 91% with the Wellframe’s digital health management platform
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With this important technology, members and staff can log in to the digital care management platform without needing to set up a separate account. They can simply sign in with the same username and password they use for other health plan applications.
As many health plan leaders can attest, driving adoption and onboarding can prove to be a challenging component of any digital transformation initiative. But this feature does more than break down member and staff adoption barriers—it’s a critical security enhancement that allows for more centralized identity management.
Ease digital care management adoption with single sign-on (SSO)
Digital health interventions reduced readmissions by 33% for patients with multimorbidities
2019 Harris Poll study
The average person has 27 discrete online logins and 37% forget a password at least once a week
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Boost participation in care management with digital intake assessments
Wellframe DCM keeps members engaged 15 days per month compared to 1 touchpoint per month with traditional CM
As part of the typical care management onboarding process, health plan staff may make multiple unsuccessful attempts to call a member. If they do finally reach the member, the first touch point is a lengthy assessment that they have only a short time to go through. This can be a stressful experience; members may not feel comfortable answering questions at the moment, have time to finish the survey, have access to the information they need, or have questions or issues at that moment.
Digital assessments can streamline this onboarding process by delivering a series of standardized questions right to the health plan’s member mobile app. In addition to supporting regulatory requirements, members will have the opportunity to voluntarily share goals and needs, and will feel supported from the start—all while reducing the administrative burden on care managers.
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Remote patient monitoring (RPM) gained tremendous traction amid the COVID-19 pandemic to help members manage chronic conditions. But if remote monitoring data isn't seamlessly connected to the care team workflow, staff won’t be able to find the signal in the noise.
Health plans should make sure their digital care management platforms can integrate with wearable and biometric devices, like glucometers. Care teams can get alerts and real-time insights within their digital workflow when a member’s blood glucose is out of clinically defined range. Ultimately, this can enhance support to members with chronic conditions while improving utilization, and health outcomes. These insights can also position plans to engage members beyond those at highest risk.
Get actionable data insights with remote monitoring
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Next best actions are health-related recommendations or suggestions that can help staff effectively respond to member requests or initiate conversations with members. Powered by AI, next best actions are embedded within care teams’ digital workflows.
These resources can position care teams to quickly suggest relevant care programs, clinical support tools after a health event, and educational resources. The goal of leveraging next best actions is to give care teams the resources they need to respond to members’ needs quickly and with the right level of support.
Tailor support in less time with next best actions
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With a Member Resource Center, members can find health and benefits information based on their unique needs. This kind of digital resource library gives members a reliable source of trustworthy information they can access at any time. Health plans can include benefits and coverage-related documents as well as educational articles that promote members’ health literacy.
Ideally, care teams and staff can see the resources members access or are looking for, and can use that information to enhance conversations and improve engagement. Care managers could also share these digital resources with members within the mobile app.
Facilitate self-service and education with a Member Resource Center
of health plan members reported feeling like the information they receive from their health plans are too generic
49%
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When it comes to healthcare technology, interoperability is the name of the game. A digital health management solution should be able to integrate with your existing infrastructure to make sure care teams and members have seamless access to key information.
In addition to reducing double documentation, digital integration can enable more accurate reporting by increasing transparency between care managers and customer service teams. It can also lead to cost and time savings generated by member self-service, automated reminders, and conversations.
Reduce double documentation with digital health integrations
Members with multimorbidities who used digital care management saved health plans $641 PMPM
33%
Reduce double documentation with digital health integrations
Hospitalized for Pneumonia
Job stress, depressed
Stops taking
medication
Miss follow-up
appointment
Get's a cough
Member insights with telephonic care management
Member insights with Digital Care Management
Assessment
call
Hospitalized for Pneumonia
Assessment
call
of members don’t understand their health insurance benefits
43%
of health plan members reported feeling like the information they receive from their health plans are too generic
49%
Group messages sent
20%
Alerts/insights addressed
20%
Personal messages sent
from CM to member
60%
With Care Manager
Encouragements recieved
5%
Messages sent
9%
Survey questions answered
10%
Articles read
30%
Reminders dismissed
46%
Self-service
With Care Manager
Self-service
Touchpoints with Wellframe DCM
of members with a chronic condition feel overwhelmed by managing their care
32%
of members don’t understand their health insurance benefits
43%
Meet members where they are with a convenient mobile app
Reduce double
documentation with
digital health integrations
Tailor support in less time
with next best actions
Boost participation in
care management with
digital intake assessments
Quickly connect members and care teams with secure chat
Facilitate self-service and education with a Member Resource Center
Get actionable data insights with remote monitoring
Ease digital care management adoption with single sign-on
Digitize staff workflows with
a web-based dashboard
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