Case Study: MedAssist achieves nearly double Medicaid enrollment screenings with LiveVox SMS & IVR

How MedAssist® Used SMS and Self-Service to Make Healthcare Convenient During the Pandemic

MedAssist faced a sudden loss of in-person Medicaid enrollment during the pandemic and found patients were shifting away from voice outreach. To give patients a convenient, compliant self‑service option, MedAssist partnered with LiveVox to add an IVR-to-SMS capability on LiveVox’s omnichannel platform, enabling patients to receive a one-time SMS consent prompt and a link to complete pre‑screening on their channel of choice.

LiveVox implemented the IVR+SMS solution and launched it within 14 business days; within a week MedAssist nearly doubled Medicaid enrollment screenings (from ~26% to ~45%, roughly 2x). The LiveVox solution captured required SMS consent, enabled self‑service screening via SMS links, and provided cross‑channel reporting that improved insight into the patient journey and overall engagement.

MedAssist

Nathan Allen

Senior Vice President