Spark Health saw a 100% lift in patient engagement rates With Regal's Journey Builder

Spark Health uses Regal’s Journey Builder to trigger personalized calls to patients based on whether a disposition has occurred.

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CASE STUDY
INDUSTRY

Healthcare

IN NUMBERS

With a personalized patient engagement strategy from Regal.io, Spark Health saw a dramatic lift in key performance metrics.

100%

Lift in Engagement Rate

60%

Average Engagement Rate

90%

Task Completion Rate

Takeeyah Sessoms

Client Service Manager

“Regal.io has helped us improve our patient engagement rates by 100% and improve our patient engagement strategy through personalized calling. As a result, we have been able to engage with more patients and have higher quality conversations with them, which means additional revenue for our business.”

Challenges and Strategies for Engaging Medicare Patients

In the Medicare industry, engaging with patients can often be quite difficult. Not only are these patients typically older and unresponsive on the phone, but they may be confused around who is contacting them and for what reasons.

As such, it is incredibly important to be able to reach patients in a personalized manner and establish trust quickly. If they don’t pick up the first time, it is also valuable to have a system that can orchestrate follow up calls over a period of time to increase the probability of engaging with the patient.

PROBLEM:

Mannual Processes and Low Engagement Rates

However, despite their strong efforts and capable team, Spark ran into issues with their patient engagement efforts. They were manually attempting to reach patients and ran
into low engagement rates.

Regal dug into the problem at hand and concluded that Spark needed a way to systematically trigger and orchestrate followup calls to patients. Regal suggested that Spark use their Journey Builder product as a way to solve the problem.
SOLUTION:

Regal’s Journey Builder powers a patient engagement strategy for Spark Health

With Regal’s Journey Builder, Spark created two sets of journeys, one for converting patients to schedule appointments at providers’ offices, and one for gathering critical feedback 
on patient care after a provider visit.

In the first journey, Spark receives a list of patients from a set 
of partners. This list is ingested by Regal’s platform, which triggers a scheduling journey to call the list of patients. Instead of manually entering a phone number, Spark’s reps are assigned a call task through the Regal user interface. Reps can then easily press a button to trigger an outbound call to the patient as the next best action. In addition, Regal’s system is able to provide valuable information about which doctor each patient works with, so that the Spark rep can have a personalized opener for each conversation. Instead of having 
a cold call, the Spark reps can now say “Hi, I know you work with this doctor, I’m here to help schedule an appointment.” 
If the patient does not pick up, the journey will assign call tasks over a series of days, until five attempts are made.

This optimizes the probability of a patient picking up the phone.Lastly, Regal can uniquely enable Spark’s reps to do a warm transfer when they book an appointment with the patient and send them to the provider’s office.

In the second journey, Spark is able to trigger follow-up calls
to patients after they have had an appointment with a provider.When an appointment is completed, a call task is assigned to a Spark rep to call the patient after a brief period of time. During these calls, reps gather feedback on the quality of care that was given by the provided. These calls are orchestrated throughRegal’s journey builder, which personalizes each call based on whether there has been a prior disposition logged.

Without Regal’s platform for patient engagement, Spark would have had a manual process for calling patients, which would have limited their ability to personalize their conversations and drive higher patient engagement rates. After adopting Regal, call tasks are automatically populated through Regal’s event-driven journey builder and assigned to agents which increases overall productivity and maintains high task completion rates. Regal.io's technology platform has helped the company to compete effectively in a highly competitive Medicare industry.
RESULTS:

Lift in Engagement and Connection Rates

Spark Health instantly saw a 100% lift in patient engagement rates from 30% to 60% from using Regal’s sophisticated calling capabilities combined with an event-based journey builder. They were able to achieve a 90% task completion rate with their agents from Regal’s task management system.

With the help of Regal, Spark Health not only has been able to contact more patients effectively, but have more engaged patients speaking on the phone with them. This has resulted in increased booking appointments and improved processes around gathering provider experience feedback.

Going forward, Spark Health now has the confidence to continue growing their patient engagement team and drive additional top line revenue – Regal has played a major role in helping them personalize the way they engage with their patients.

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ABOUT THE CUSTOMER

Spark Health is one of the leading players in the Medicare industry, serving over 30K+ Medicare beneficiaries. Their mission is to help every Medicare beneficiary take control of their health. By building a modern Medicare brokerage platform, Spark is able to combine world-class service and powerful technology to deliver the best experience for local, independent agents and their clients.

Spark partners with the industry’s best agents and agencies who want to push the industry and their business forward. They have a team of technologists, insurance specialists, and healthcare enthusiasts building the best technology for beneficiaries and the agents serving them. Spark’s business model is to qualify patients, book appointments, make warm transfers, and collect feedback on patient visits.

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William Lucas

Senior Manager, Club Z!

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Read the Case Study

Scott Chesrown

Co-Founder & COO, Perry Health

"Regal.io instantly made our enrollment team 4x more productive. Now that we have improved our speed to lead, we use Regal.io's journey builder and reporting to personalize, measure and optimize the experience for each customer."

Read the Case Study

Leila Kutler

Senior Director, Strategy & Growth, Angi

"Regal allowed us to invest in a personalized conversational experience for our members, and to A/B test how to best support homeowners at key moments."

Read the Case Study

Manuj Goyal

Product Manager, The Farmer's Dog

"Starting a phone sales program to call our unconverted leads and existing customers was so straightforward with Regal. And we are seeing a 58% lift in conversion."

Read the Case Study

Sarah Haselkorn

VP Sales & Support, MakeSpace

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