Today, consumers expect interactions with healthcare similar to those they have in other industries. For their part, healthcare organizations depend on people taking key actions between encounters to maintain their health mPulse Mobile helps its customers build and maintain relationships with their members and patients through meaningful conversations conducted through their preferred channels and powered by Conversational AI. Typical engagement focuses on important health topics or needs, with awareness building and education to ultimately drive action to improve health outcomes.
mPulse Mobile was founded in 2014 as a HIPAA-compliant way for healthcare organizations to better engage and activate their consumers By combining technology and behavioral data science, mPulse is able to deliver automated, tailored conversations and touchpoints to consumers through their preferred channels, such as SMS, IVR, email, RCS, and more. mPulse Mobile’s Conversational AI capabilities interpret consumer responses and choose the best next message to continue the conversation.
The more conversations conducted with each consumer, the better mPulse learns their preferences about topics, channels, language, active time of day, etc. and adjusts future outreach accordingly. Automation allows mPulse Mobile to deliver this interactive engagement at scale, so their healthcare partners can easily reach whole populations with tailored conversations.
mPulse’s ability to effectively “listen” to what consumers are saying is a key advantage in the healthcare consumer engagement space. Their technology and behavioral data science team work together to understand consumer responses. This proves to create much more engaging and meaningful interactions with healthcare consumers that drive outcomes beyond one-way messaging.
mPulse Mobile solutions do more than improve the quality of the consumer experience; they measurably improve outcomes and enable healthcare organizations to collect meaningful information from their populations, cost-effectively, and at scale. “Member experience is one good example of how we drive outcomes on the Medicare side. Member experience is a Star Ratings metric that we can directly impact through, solutions that support CAHPS initiatives and medication adherence programs. This shows how we help drive key healthcare consumer actions that can improve their health and achieve business goals,” says Chris Nicholson, CEO of mPulse Mobile. “Helping consumers manage their own health, refill important prescriptions, access information without needing to make a phone call, use appropriate resources, or even just show up prepared for an appointment are all examples of improving outcomes while saving money.” Besides, they have demonstrated they can drive brilliant outcomes across a broad range of healthcare consumers; including seniors, hard-to-reach populations, and people from culturally diverse communities.
mPulse’s Fotonovela solution is a pioneering solution built to help address multicultural populations, which have been shown in research to engage with these picture-based stories. In mPulse’s case, Fotonovelas deliver healthcare messages in a relatable and memorable way. This approach highlights the company’s unique methodologies and techniques. They found a new model for effectively engaging healthcare consumers, delivered it through the most-used channel (in this case, SMS), and analyzed results to optimize future outreach. In another example, mPulse Mobile has assisted several organizations in addressing medication adherence, as this is a crucial challenge with a clear impact on both consumer health and business efficiency: people need to take necessary prescriptions on schedule and easily refill them when needed, which in turn keeps them away from unnecessary appointments for care.
mPulse plans to continue their focus on adding empathy to technology, with a specific focus on health equity. Look for them to roll out their smart speaker integration shortly, making it even easier for consumers to engage in their health.