Case Study: Leading Population Health Management Company achieves 700% higher engagement and 50–80% enrollment gains with Nuance Communications' Proactive Engagement solution

Leading population health management company boosts enrollment

Leading Population Health Management Company faced low enrollment in its disease management programs — postal mailings and costly live outreach produced poor reach and did not scale, hurting patient outcomes and ROI. The organization engaged Nuance Communications and its proactive engagement for healthcare solution to redesign outreach and boost enrollment.

Nuance Communications deployed automated, personalized outreach (welcome calls, follow-ups, appointment reminders and re‑engagement calls) using pre-recorded live speech and an integrated phone-number update process to recontact members. The program delivered a 700% increase in initial engagement, 70% success in obtaining correct phone numbers, a 50–80% lift in enrollments and appointment requests, higher call‑center productivity and satisfaction, maintained high patient experience with no complaints, and substantial cost and scalability gains.