RP Sanjiv Goenka Group

Digital Health
Risk Assessment

Improve efficiency and reduce costs by capturing member
health data faster

Accelerate member health data capture for improved efficiency
and cost savings

Today’s industry pressures demand that payers quickly gather information about their members’ health conditions to manage risk, control costs and deliver better outcomes. But conducting health risk assessments (HRA) with tedious paper-based or phone surveys too often results in high member friction and low completion rates. Unassessed member risk translates into higher health costs. Improve member engagement, reduce process turnaround time and quickly collect the data you need to assess member health risks with our digital, multichannel HRA services from Firstsource.

Empower members with convenient digital communication and a seamless experience

Our digital solution improves HRA form completion by using multiple digital channels, including on-demand apps/microsites, web portals, text, and emails to reach members quickly with little to no manual effort. The digital channels offer members greater choice and convenience in completing HRA forms. That results in higher response rates and reduces your contact center effort and print and postage costs.

Digital Health Risk Assessment. Targeted, seamless, multichannel approach improves response rate, data quality, and experience.

Targeted outreach

We analyze your member outreach list, validate contact information, enrich it to get the right details and review any interaction history to determine the most effective engagement channel for individual members.

Multichannel communication

On-demand apps transform the member journey from encounters with complicated voice mail trees or working through paper surveys to a visual experience launched at a time and place of their convenience. The on-demand app and its Visual IVR features allow members to respond to the questionnaire more easily, with the app dynamically adjusting survey queries based on a member’s responses.

On-demand app/visual IVR experience

Our digital outreach combines microsites, emails and text messages that offer members the ability to access a visual, interactive on-demand app. We follow up with unresponsive members with multiple digital reminders, then outbound reminder calls. Members that do not respond to these efforts receive printed surveys.

Adaptive interface

The app adapts digital HRA forms with your branding to deliver the best user interface depending on whatever device a member is using — PC, laptop, tablet or smartphone.

Comprehensive, real-time reporting

We report member responses across all channels including conversions via SMS, calls, postal mail and on-demand app use. The app captures user interactions in real time.

Quickly launch app for new members

Build custom on-demand apps in hours to reach out to new member groups or new cohorts.

Built-in compliance

The on-demand app complies with CMS guidelines for Medicare Advantage plans.

Stay Ahead with Firstsource

Increase completion rates

Lower costs

Reduce turnaround time

Improve member experience

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Eddie Monteiro

Eddie is currently Chief Operating Officer at Educational Testing Service (ETS), where he sets and drives the transformation agenda across the company and has responsibility for all technology and operations functions in addition to the College Board, K-12, and teacher licensure businesses. He previously ran business and technology services at Pearson, where he built a global team to enable scalable delivery of enterprise functions. Prior to that, while at IBM, he held several executive leadership roles in the US, Mexico and Brazil across a diverse set of industries and clients.
Geetha Krishnan

Geetha Krishnan

Geetha Krishnan consults with the Indian Institute for Human Settlements in Bangalore as Senior Advisor and Head of Digital Blended Learning, where he spearheads their online learning and continuing education portfolio. Over 25 years, Geetha has played senior roles in diverse sectors such as academia, online learning, and advertising. In his last role as Director – Centre for Executive Education at the Indian School of Business (ISB), Geetha was head of the profit center comprising more than 50 open enrollment and long duration programs and spearheaded ISB’s foray into online learning by enabling their partnership with Coursera.
Susan Aldridge

Susan Aldridge

Dr. Aldridge is an Executive Higher Education Consultant to university presidents and ministers of education regarding business models and technology-enhanced education. She recently retired from Drexel University after serving six years as president of Drexel University Online overseeing more than 125 online programs. During her six-year tenure as President of University of Maryland Global Campus (UMGC), she doubled the university’s enrollment to 97,000 – to become the largest public American university. She also served as Vice Chancellor for Troy University’s Global Campus managing online programs and satellite campuses in 12 countries and 17 states.

Alan Greenberg

Alan Greenberg

Previously Director Apple Education EMEA and APAC, Alan led the team that built Education Podcasting and iTunes U. He has worked on the development of Apple Education mobile strategy, iOS Education APPs, and developed the SEED CSR project in China, a collaboration between Apple, Foxconn, and Pearson. Executive Board of WideCells Group Plc, Group CBDO, and EVP & Founder of Wideacademy; his working contributions include multiple technology engagements providing domain expertise across digital, mobile, brand, scale-up, international business development, and venture capital.

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