1. Builds on the behavioral science tactic of mental mapping
2. Reduces fear of spam, increases likelihood of answering
3. Increases trust in the message/messenger”


SMS texting can provide a major impact as part of a multi-faceted approach including tools such as email, U.S. Postal mail, portals, apps, artificial intelligence and more. Health plan professionals can optimize their tactics by adopting best practices such as:

• Tracking member communication preferences and having systems that can engage at the individual- and population-level based on those preferences
• Addressing cultural and language barriers through targeted outreach from care managers and automated, population-level capabilities of a care management platform
• Providing continuous educational experiences that are automated
• Actively involving members and healthcare professionals as new modes of engagement are implemented to ensure continuous improvement and member buy-in

By understanding challenges, implementing the right technology and best practices, and continuously evaluating and refining, we can significantly ultimately enhance engagement and drive positive results while reducing costs across the healthcare ecosystem.

About the author: Matt Adamson serves as vice president of product planning for ZeOmega and has more than 25 years of health information technology experience. He works closely with client executives and prospects to ensure product satisfaction and stay ahead of the technology curve, allowing ZeOmega’s product teams to proactively forecast and translate customer needs into new product development.

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