Case Study
230K+ Member Outreach: AI Transforms MSK Program Engagement
The Client
A national startup providing comprehensive virtual treatment for musculoskeletal (MSK) conditions - including back, neck, and joint pain—struggled with member engagement despite significant investment in traditional outreach strategies. The client's conventional methods of email campaigns, direct mail, and manual member contact yielded low enrollment rates in their MSK program, presenting challenges in connecting with members who could benefit from virtual care solutions for their pain management needs.
The Outcomes
Of the 230K+ members reached through AI outreach, engaged members showed:
Completed the call
Didn’t require a transfer to live agent
Consented to receive text for program enrollment
Data: October 2024 – April 2025
Our Solution
EmpowerActivate Solution
Voice & Text Modalities
Medicare & Commercial Members
To address the client's engagement challenges, we deployed our AI-enabled virtual health assistant to transform member outreach at significant scale. We reached out to over 230,000 Medicare and Commercial members through personalized, conversational interactions to invite them to enroll and schedule complimentary virtual consultations with qualified MSK specialists based on their joint pain concerns.
By leveraging AI for initial engagement, the client could redirect clinical resources from manual outreach to delivering high-quality virtual care. With increased program enrollment and timely virtual treatment, members addressed pain concerns before escalation to costly surgical procedures, ultimately reducing healthcare costs.