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Patient Engagement
Strategies for Post-
COVID Success
mPulse Mobile & VSee
Presenters: Chris Nicholson and Dr. Milton Chen

2. Uncover barriers
through
conversation
71%
95%
Meeting
people
where they
are
Improving health
equity through
personalized
engagement
strategies
Build trust by
sharing knowledge 31%
mPulse
mobile
mPulse
mobile
Improve outcomes for
our communities
71%
Meaningful Conversations that Drive Actions and Engage Communities in their health.

3. Conversations
Deepen patient understanding
with conversational AI
Reimagining Health Engagement
Inspire behavior change
with streaming health
education
Journeys
Provide an end-to-end
experience for patients
on their health journey.
Outcomes
Drive health activation
and deliver significant
health outcomes
Knowledge

4. The Challenge of Patient Engagement
Population
Data
Technology
Industry
Frameworks
Enablers
Patient Engagem
ent
Changing Regulations
Increasing Patient Loads
Diverse Patient Demographics
Barriers
Patient Engagement is a defining factor
in improving clinical outcomes and
managing healthcare costs.

5. Gain Insights About
Patients With
Conversational AI
Focusing on a holistic approach to COVID-19
vaccine engagement and post-COVID success
Maintaining the same level of engagement
post-covid
o Continuing the efficiencies implemented to
manage patient care during COVID-19
o Telehealth
o Mail-order prescriptions
o Uncover SDOH Barriers
You said:
No need, I’m healthy
Path Health said:
Hi Jane, your health is important to
us and you still need to complete a
breast cancer screening. Would you
like to make an appointment?
Path Health said:
You should make an appointment
even if you don’t think you need it!
Doctors recommend mammograms,
even for healthy women.

6. COVID-19 Changed the Outlook for Telehealth
1 Consumer 2 Provider 3 Regulatory
Shift from: To:
While the surge in telehealth has been
driven by the immediate goal to avoid
exposure to COVID-19, with more than
70% of in-person visits canceled1
, 76
percent of survey respondents indicated
they were highly or moderately likely to
use telehealth going forward2, and 74%
of users reported high satisfaction. 3
1 McKinsey COVID-19 Consumer Survey, April 27, 2020
2 McKinsey COVID-19 Consumer Survey, May 20, 2020
3 McKinsey COVID-19 Consumer Survey, April 13, 2020
4 Ibid
5 McKinsey COVID-19 Physician Survey, May 2020
6 Medicare telemedicine health care provider fact sheet,
March 17, 2020, cms.gov
11%
Use of telehealth
in 2019
76%
now interested in
using telehealth
going forward
Health systems, independent practices,
behavioral health providers, and others
rapidly scaled telehealth offerings to fill
the gap between need and cancelled in-
person care, and are reporting
50–175x
the number of telehealth visits pre-
COVID.4
57%
of providers view telehealth more
favorably than they did before COVID-19
64%
Are more comfortable using it.5
Types of services available for telehealth
have greatly expanded, with the Centers
for Medicare & Medicaid Services (CMS)
temporarily approving more than
80 new services
and lifting restrictions on originating site,
allowing Medicare Advantage plans to
conduct risk assessments via telehealth,
and adding other regulatory flexibilities
to increase access to virtual care.6

7. COVID-19 Vaccination Engagement
and Education
Engage through
omnichannel outreach
Engage
Understand
Connect
Educate
Optimize
Understand barriers
and health attitudes
Connect to rich content based off
insights from engagement
conversations
Leverage learning insights
to tailor engagement
Enable members to explore
full learning academy

8. Goals and
Approach
➔ Dispel myths
➔ Uncover and overcome barriers
➔ Boost confidence in efficacy and safety
➔ Build COVID-related health literacy
➔ Clarify process/procedures
➔ Improve access and vaccination rates
LiveWell
Vaccinate

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COVID-19 Vaccine
Empower the ready.
Educate the unsure.
Engage your entire population.
mPulse Mobile has developed a full suite of
COVID-19-related programs to help you
efficiently and effectively connect your
population to information and resources
both during and beyond the pandemic.
10M People engaged
30M Messages sent
Key dialogues
- Visit Scheduling
- Visit Prep
- Post-visit Follow-up
- Barrier Identification
- Alert Messaging
- Symptom Survey
Learning Components
- Why get vaccinated
- Key Updates
- Symptoms
200+ Programs launched
Meaningful Impact
- Address concerns and questions to
promote vaccination
- Provide resources to support
mental and physical health
Tailoring Insights
- Age, Gender, Location
- SDOH Index
- Self-Efficacy
- Languages
- Channel Preferences
O U T C O M E S S O L U T I O N C O M P O N E N T S
Web
RBM
SMS
Email
IVR

10. Omnichannel
Value
• Proactive outreach
• Increasing the size of
“engageable” population
• Align with patient preferences
and eligibility
• Deliver Tailored Education
• Leveraging the optimal
channel and content for the
desired touchpoint
• Innovative Communication
Methods
• Deliver value through
innovative channels
• Empower support staff with
high adoption channels
Mobile Web
SMS Messaging Email Phone and IVR
RBM, RCS Live
Deliver a seamless engagement
experience across channels

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Solution Examples

12. Jane
New Member
Age 68
Type-2 Diabetic
Deliver Holistic Health
Journeys Focused on
the Individual
Create tailored touchpoints to build a better
relationship with each person.
Create a seamless patient experience and
maximize efficiency.
Tom
Age 36
No Open Gaps
Rita
Age 42
High SDOH Impact

13. Patient Journey
PRE-VISIT
POST-VISIT
DURING VISIT
* Changes update in EHR ** Conversational insights added to patient profile
Rita
Pre-visit
instructions
and
Education
Provider
search
Pre-
registration
forms*
Digital Self
Check-in
Self-
schedule/
reschedule*
Symptom
tracker/
assessment*
Automated
Appointment
reminders*
Prepayment
and Data
Verification
Family
collaboration
Streamlined
real-time
experience
Remote patient
monitoring
Shortened
Waiting Times
Telemedicine/
virtual visit
Electronic Billing
Options*
Post-visit
follow-up**
Automated,
omnichannel bill
payment
reminders
Quality
surveys**
Discharge
education and
instruction
Online
generation of
patient
statement*
Referral
Management
Virtual Health
Management

14. Yeah – I’d like to
learn more
Ok – That helps. Click the link and
we’ll help you understand more:
vaccinate.thebigknow.com/COVID
Q&A
Hi, this is Path Health. Do you
have questions about COVID-19
or curious about how to protect
your family?
Tailored Text Message mPulse Mobile LiveWell
Vaccinate Academy
Interactive Q&A
Interactive Journey / Education
You’re off to a great start then!
What are you most interested in?
I hear about side
effects
Relevant Content Assessments and
Community Resources

15. Appointment Scheduling and Preparation
Streamline the patient
experience and improve
operational efficiency with
Conversational AI and real-time
integrations
1 2 3
Direct patients to complete
check-in forms after confirming
appointment

16. Streamline Patient Access & Experience
Touchless intake, convenient scheduling, and Conversational AI to
gather insights around patient experience and barriers to care
Improve Engagement
A single omnichannel platform to coordinate conversations across use
cases with a complete understanding of patient preferences
Drive Operational Efficiency
Integrate seamlessly with your EHR with or without the portal to reduce
administrative load and reduce revenue loss
Improving Program Efficacy
Industry Average
20%
Portal usage rate
>50%
Patient
Engagement
mPulse Mobile
30%
Barrier assessment
response rate
at a leading health
system
44%
Appointments
confirmed across
channels
23%
Miss an appointment
without a reminder
One-way
notifications
(no data)
Solution Benefits

17. What do you need based on
where you are
Knowledge
What Topics
Amount of Conversation
Growth in Knowledge
Right-Sizing Engagement

18. Use Knowledge
to Inspire
Behavior
Change
Deliver tailored learning experiences that
drive vaccine solution education and
engagement based on understanding the
individual
Allow them to self navigate at their pace.
Mix expert advice with authentic stories from
individuals

19. Build Knowledge Throughout the Patient
Journey
Tailored content empowers and supports patients during each step of their health journey
Pre-Visit Post Visit
In-Cycle
Preparing for your
Colonoscopy
Food as Medicine
Mindfulness
Making every
doctor visit count
As Prescribed:
Following a
Medication Plan
In the Waiting
Room
Your Mammogram
at Path Health –
What to Expect
Your Diabetes
Support Team
COVID-19 Vaccine

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Education around telehealth
Call PathHealth at 888-XXX-
XXXX to schedule a telehealth
visit if you need health advice
and want to talk to a clinician.
Informational messages
Do you know who your
doctor is? Reply YES or NO
Interactive polls
If you need urgent care, text URGENT
and we’ll start a scheduling flow for
your PathHealth benefit, or text TRY
and we’ll send you health tips and
challenges.
On-demand resources and
challenges
Imagine that you wake up in the
middle of the night with a sore throat.
How would you use your PathHealth
benefit to get care? Please reply in
your own words. Thanks!
Open-ended questions
Let us help assign you one
through PathHealth now!
[url]
No, I just moved.
mPulse will use diverse message types to support higher engagement around
educational content related to using telehealth services

21. Automating Education
Empower patients with personalized bill payments and a seamless delivery of
educational content in secure, EHR-integrated Mobile Web environments

22. Care Journey Data
Understanding Patients Solution Performance
Advanced Mobile Assessment Services
o Contact information data assessment
o Preference management planning
o Phone number acquisition programs
o Ongoing management of mobile data
SDOH Index
o Combines industry public and private data sets and
conversational insights
o SDOH calculated at the census tract level
o Predicts how members will respond to engagement and
enables more accurate and relevant content tailoring
Dashboards
o View delivery data – communications sent across
channels, delivery rates, opt-out rates
o Understand engagement – click-through data,
response rates, survey completions
o Monitor member experience data around sentiment
and intent
o Robust filtering and custom time-period views

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Engagement Insights & Outcomes
Barriers
Assessment
Self-Reported
Outcomes
Preferences Engagement
Specific data
gathering
Behavioral
markers
3%
3%
4%
5%
7%
16%
62%
New doctor
Need help making
appointment
Transportation
Can't afford it
Sentiment
and Intent
Conversational Engagement leverages AI to deliver tailored conversations.
Members are invited to respond and share insights about their health and
wellbeing.
2%
5%
7%
18%
19%
49%
Negative Confirmation
Positive Confirmation
Negative Sharing
Neutral Sharing
Outcomes
Drive health activation
and deliver significant
health outcomes

24. Virtual Care
Automated
Conversations
Activation
Intelligence
Patient engagement on mPulse Mobile’s omnichannel platform
Empower patients to self-manage: med adherence and
follow-up care
Engage patients with natural conversations – streamline
patient monitoring
Orchestrate touchpoints across use cases
Incorporate microlearning opportunities
Streaming
Education
Integrations and
Visit Management

25. Solutions and Outcomes
48% of unengaged
members completed
screenings
Preventive
Screenings
Satisfaction and
Quality Surveys
60% response rate on a
post-visit survey
Closing Care
Gaps
10pp improvement in
colorectal cancer
screening completions
Medication
Adherence
14pp increase in Rx
refill rate for Medicare
population
Health
Engagement
18% of previously
unengaged members
signed-up for the
health portal
Disease
Management
30% improvement in
care plan adherence
Telehealth
Engagement
Referral
Reminders
79% of weekly
therapy signups were
driven through SMS
Health Plan
Navigation
91% of members found
text messages improved
their knowledge of plan
services
Appointment
Reminders
Health
Literacy
Sustained
Engagement
82% of members report
confidence to improve
their health
52-minute average
engagement time
per user
20% reduction in
no-shows
18% reduction in
appointment
cancellations

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Social Isolation Outreach – COVID-19
Inland Empire Health Plan is a Medicaid and DualChoice plan located east of Los Angeles
with 1.6 million members
Goals
o Engage senior members and members with disabilities
who may be experiencing loneliness during social isolation
o Uncover social isolation challenges and provide tailored
support
o Improve mental wellbeing and establish meaningful
connections between the plan and the member
Results
o 40.3% of members engaged with the program, averaging
4 engagements per member (response or link-click)
o 15% of members responding to a question about contact
with family or friends did not have regular contact with
another person
o Changes to living habits was the most frequently
mentioned challenge at 28.1%, and financial hardship at
21.3%. COVID-19 was less frequently listed as a challenge
at 6.6%
o 85.1% of responding members liked or loved digital
fotonovelas, with the highest click-thru rates amongst
Spanish speaking members
Execution
o mPulse Mobile delivered its 7-week Social Isolation Solution to
92,543 members in English and Spanish languages
o Over 1.9 million messages were sent with an average of 20
touchpoints per member
o Digital fotonovelas were incorporated into the program
o Automated conversations uncovered social isolation levels and
member reported barriers of staying at home
o Conversations were tailored to members’ needs using mPulse’s
Activation Intelligence, incorporating member challenges and
frequency preferences
73%
16%
6%
5%
Very Helpful
Moderately Helpful
Slightly Helpful
Usefulness of Social
Isolation Program
Example Frame of Social
Isolation Fotonovela

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COVID-19 Health Education
A leading Medicaid MCO in the Midwest with ~345,000 members
Goals
o Successfully deploy fotonovelas focused on health
education to a large Medicaid population
o Measure engagement levels across demographic
segments
o Program assessment using a satisfaction survey
Execution
o mPulse Mobile created a 6-frame fotonovela focused on COVID-
19 health education: ‘Simple steps to stop the spread’
o Over 144,000 members were targeted with the fotonovela
program, 57% of targeted members were female
o The fotonovela was displayed in a mobileweb environment
which members accessed by clicking a link embedded in the
message
o The program was delivered in English and Spanish
o A text-based survey was automatically triggered to members
who clicked through to the fotonovela
Results
o Overall engagement was high at 16.5%, with 13.9% of
members clicking to education content
o Spanish speakers had a significantly higher engagement
rate at 37.3%
o The program had very low opt-out rates: 0.5%
o 32% of members who engaged responded to the survey
o 82.8% of respondents (5,420) said they liked or loved it
Hi Sarah. This is Path
Health checking in. We’ve
put together COVID-19
simple steps to help you
stay safe and healthy.
Click the link to see more:
bit.ly/pathhealtheducation

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Thank you