Case Study
200K+ Member Outreach - AI-Powered Specialty Medication Engagement
A large, national pharmacy benefit manager (PBM) faced significant engagement challenges with members on specialty medications. Despite investments in traditional direct mail and email campaigns, member response rates remained low. These methods were time-intensive and costly, while struggling to effectively reach members who needed timely specialty medication refills to maintain treatment adherence.
EmpowerActivate Solution
Voice
Modality
Commercial Members
To address these challenges, we launched an outbound conversational Al campaign via voice to over 200,000 members, securing mail order consent for specialty medications and enrolling eligible members into a prescription auto-refill program.
Our virtual assistant handled most interactions autonomously while transferring calls to live care team members when needed. This scalable solution reduced administrative burden while incorporating targeted questions to identify SDOH factors that could create barriers to medication compliance. All data was transmitted directly to the client's care team for targeted intervention.
By integrating proactive outreach with Al-supervised conversations, the solution ensured members received timely access to their critical specialty medications.
Among the 200K members, the results showed:
Of reached members were engaged
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Engaged members completed the call
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Engaged members consented to RX home delivery
Engaged members enrolled in RX autofill program