Faith-based Health System Activates A Line For Chronic Care

THE CHALLENGE

Demographical data indicated that patients with chronic conditions at a large midwestern faith-based health system were having difficulty with condition management. Large numbers of patients in this category were skipping care instructions or refills on essential medications. Poor self-management made physicians concerned about declining health outcomes for at-risk patient groups.

THE DISCOVERY

The discovery process revealed inadequate patient activation programs. Patients were expected to be proactive in scheduling their own comprehensive appointments, the majority of whom were not and others were commonly delaying routine visits. The poor engagement put the health system at risk for a decline in patient outcomes and was negatively impacting appointment volumes.

THE SOLUTION

Envera Health partnered with the health system to create an outreach campaign specific to patients with chronic conditions. The partnership included a new workflow design, auto-dialing technology, and a dedicated team of Patient Access Coordinators (PACs) to handle related inbound call volumes. The solution executed a two-layer approach, utilizing technology and a human touch, to deliver higher than industry average conversion rates— and a significant improvement in patient outcomes.