1. Member Engagement
Kasey Stroud

2. Personalization Demographic Preference Analysis Individual Tailoring
Woman, age 30-50
Mother
Prefers messages 9-11 AM
Managing diabetes
Interested in preventive health

3. BlueCross Service Updates
Consolidates all inquiries from members and providers
Advocates are able to see records in real time
Voice Response Unit (VRU)
Member calls
Provider inquiries
BlueCross is achieving omni-channel operating practice throughout the corporation. Although our members may be contacting us in more than one channel, we are able to deliver a seamless experience by picking up where the member left off in the previous channel. We can easily see what the member has done and navigated so there is no need for the member to repeat themselves or start over in any channel. We have started campaigns during phone calls to acknowledge what the member has done in their previous channel. This, we believe, is truly achieving an omni-channel experience.
Member visits to the website
Web inquiries

4. BlueCross Service Updates
Claims Status 7
COB
Health Management
Repeat Caller
Call Timers
Open INFO
Proactive Alerts
COB – Appears when OHI needs to be updated on the policy
Claims Status – Highlights and explains denials on claims
Open INFO – Open INFOs now appear at the top of the contact history
Health Management – Shows health programs a patient is eligible for
Call Timers – Displays call time and hold time
Repeat Caller – The Incoming Call box will indicate if a caller is a repeat caller
Each alert? Or alert/call timer/repeat caller?
On a computer?

5. Customer Satisfaction

6. “Smart” Devices Drive More Frequent Engagement
In the next three years…
11.6 billion mobile-connected devices
Wearable devices +11% to 29%
Smart home 50 million
Connected car services will grow to $156 billion by 2022
Source: Forrester

7. 87% of U.S. Adults are Online
Source: Forrester

8. How Many Devices Do You Have?
Source: Forrester

9. Clinical Rewards

10. Clinical Rewards Member Experience
Program Example:
Diabetes Low:
Quarterly Condition Specific Education
Annual Labs/Exam
Diabetes High:
Quarterly Health Coach Call
If compliant member received enhanced cost share at doctor and pharmacy

11. Quarterly Condition Education

12. Connecting To Your Health Coach
The coach connection is permission based that requires the member to agree to the request

13. An important message about your healthcare
Get Them Wired!
ID Card Sticker
An important message about your healthcare
BlueCross Members: Get on-the-go health info! Could you save money on your next prescription? Are you due for a physical?
Sign up for BlueCross’ free mobile messaging service. You’ll receive important health reminders, offers and plan updates.
To sign up, call
CVS Pilot
Text-to-Engage
Text “Connect” to

14. Personal Invitation Member Invitation Member Validation
Welcome Message
Personalized Wire

15. Triggered Savings Alerts
SMS Notification
ER Alternatives Message
Care Options Comparison

16. Triggered Benefits Notifications
SMS Notification
New EOB Message
Claims Detail

17. Triggered Health Coaching
SMS Notification
Diabetes Management Message
Click-to-call a Coach

18. Blue CareOnDemand – 24/7/365 Access
Common urgent care diagnoses include:
Sinusitis
Respiratory infection
Bronchitis
Urinary tract infection
Pharyngitis
Pink eye
Cough
Flu
Allergies
Dysuria
What are they using telehealth to treat? Many things. Over 1200 different diagnoses have been on the AmWell system since One of the best ways to use telehealth is for urgent care — symptoms that come up suddenly but do not require emergency care. And telehealth doctors can also write prescriptions. Which is excellent since 56% of urgent care visits result in a prescription.

19. Two Easy Ways to Access Blue CareOnDemand
Members can access Blue CareOnDemand by downloading the mobile app from the App Store or Google Play. Or they can visit the Please note, the app and website are not yet available to the public.

20. Blue CareOnDemand – 24/7/365 Access
Urgent and acute care
Live on all fully insured business and over 50 ASOs
Over 28,000 app downloads
30,000+ registered users
4,800+ video consults completed
84% of users would recommend
What are they using telehealth to treat? Many things. Over 1200 different diagnoses have been on the AmWell system since One of the best ways to use telehealth is for urgent care — symptoms that come up suddenly but do not require emergency care. And telehealth doctors can also write prescriptions. Which is excellent since 56% of urgent care visits result in a prescription.

21. Device Integration Expands Care Possibilities
Device includes:
Advanced digital stethoscope
Otoscope
Thermometer
Examination camera
Secure data exchange
Tyto Care will offer its customers access to the vast network of healthcare providers using American Well’s platform. Through this integration, patients can replicate an in-office visit and conduct medical examinations of the heart, lungs, abdomen, ears, throat, skin and temperature at home using TytoCare, then share the exam with a clinician prior to or during a telemedicine visit.
The physical exam data captured by Tyto – which combines an advanced digital stethoscope, otoscope, thermometer and examination camera with a secure data exchange, clinical repository and live telehealth visits – provides vital information that enables doctors to make diagnoses with the confidence of an in-person visit.

22. Clinical data integrated into the video visit
Pair Account
Select Exams
Payment
Visit

23. 2017 Blue CareOnDemand Marketing
76% of users are engaging through the mobile app
So we are increasing social media presence…
…and member messaging campaigns.

24. 2017 Blue CareOnDemand Marketing
Hyper-targeted campaigns based on member demographics
Rural areas
College students
Business travelers
Swing shift employees
Parents of young children 24

25. Questions? Kasey Stroud BlueCross BlueShield of South Carolina
Director, Large Group Marketing