{"id":49052,"date":"2021-09-08T04:00:17","date_gmt":"2021-09-08T11:00:17","guid":{"rendered":"\/us\/en\/blog\/?p=49052"},"modified":"2021-09-07T14:02:17","modified_gmt":"2021-09-07T21:02:17","slug":"member-engagement-in-the-age-of-ai","status":"publish","type":"post","link":"\/us\/en\/blog\/member-engagement-in-the-age-of-ai\/","title":{"rendered":"Member engagement in the age of AI"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Highlights:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">When patients take an active role in their healthcare journey, they can improve their outcomes<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Healthcare payers can use AI to identify patient engagement opportunities<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Unified communications platforms seamlessly deliver engagement information to patients<\/span><\/li>\n<\/ul>\n<hr \/>\n<p><span style=\"font-weight: 400;\">Over the past few decades, healthcare payers have begun to realize the importance of preventive care in lowering healthcare costs. However, patients play an active role in preventing some of their healthcare conditions. For patients to take preventive action, they must be engaged in their own healthcare.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\t\t\t<\/p>\n<div class=\"rc-bottom-cta rc-bottom-cta__portrait\" style=\"background-color:#FF8800;flex-direction: row-reverse;\">\n<div class=\"bottom-cta-img\">\n\t\t\t\t\t<img decoding=\"async\" width=\"670\" height=\"804\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/09\/ai-member-engagement.png\" class=\"responsive-image\" alt=\"4 PAYER TIPS ...\" \/>\t\t\t\t<\/div>\n<div class=\"bottom-cta-copy\">\n<div class=\"rc-bottom-cta__text\" style=\"color:ffffff;\">\n<h3\n\t\t\t\t\t\t\t\tclass=\"rc-bottom-cta__title headline-copy\"\n\t\t\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\t><\/span><span style=\"font-weight: 400;\"><strong>4 PAYER TIPS FOR BETTER MEMBER ENGAGEMENT <\/strong><\/span><\/p>\n<p><span style=\"font-weight: 400;\">This free downloadable guide offers healthcare payers tips to engage with members through healthcare communication tools.<\/span><span style=\"font-weight: 400;\"><\/h3>\n<\/p><\/div>\n<div class=\"rc-bottom-cta__btn-wrapper\" style=\"\">\n\t\t\t\t\t\t<a\n\t\t\t\t\t\t\t\tclass=\"btn btn-primary btn-lg rc-bottom-cta__link\"\n\t\t\t\t\t\t\t\ttitle=\"Get guide now\"\n\t\t\t\t\t\t\t\thref=\"https:\/\/netstorage.ringcentral.com\/documents\/payer_tips_better_member_engagement.pdf\"\n\t\t\t\t\t\t\t\tdata-dl-name=\"Get guide now\"\n\t\t\t\t\t\t\t\tdata-dl-element=\"button\"\n\t\t\t\t\t\t\t\tdata-dl-additional-info=\"bottom cta banner\"\n\t\t\t\t\t\t\t\tdata-no-auto-dl=\"true\"\n\t\t\t\t\t\t\t\tstyle=\"\"\n\t\t\t\t\t\t\t\tonmouseover=\"\"\n\t\t\t\t\t\t\t\tonmouseout=\"this.style.backgroundColor='';this.style.borderColor='';this.style.color='';\"\n\t\t\t\t\t\t>Get guide now<\/a>\n\t\t\t\t\t<\/div>\n<\/p><\/div>\n<\/p><\/div>\n<p>\t<\/span><\/p>\n<p><span style=\"font-weight: 400;\">AI can play a role in member engagement by helping payers identify healthcare recommendations and educational content to send to members to encourage greater engagement. How can payers share that information with members?<\/span><\/p>\n<h2><b>The need for member engagement<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">For years, healthcare payers have tried reaching out to patients to encourage them to play an active role in maintaining their health. Their efforts have had mixed results. While some patients have been more engaged in their personal healthcare journeys, many have not.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It\u2019s a challenging and costly situation for healthcare payers. Until recently, they haven\u2019t had the right mix of tools to effectively engage patients.<\/span><\/p>\n<h3><b>How AI can improve member engagement<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Companies have been using AI for a number of years to forecast what next actions a customer will take; it\u2019s called<\/span><a href=\"https:\/\/www.healthcatalyst.com\/insights\/data-driven-patient-engagement-solutions-payers\/\"> <span style=\"font-weight: 400;\">predictive analytics<\/span><\/a><span style=\"font-weight: 400;\">. There\u2019s room for predictive analytics in the healthcare space (especially in healthcare insurance).<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Predictive analytics can offer vital information to patients about their health conditions and how to avoid future hospitalizations. Here\u2019s an example: when patients go to a specialist and receive a diagnosis, they tend to do web searches about their condition. AI could identify those patients so a representative from the payer would reach out to them with reliable, accurate information.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Analysts at McKinsey see AI and other emerging technologies playing a powerful role in increasing member engagement and improved healthcare outcomes: they estimate digitally-enabled capabilities could reduce medical costs in the United States by as much as<\/span><a href=\"https:\/\/www.mckinsey.com\/industries\/healthcare-systems-and-services\/our-insights\/next-generation-member-engagement-during-the-care-journey\"> <span style=\"font-weight: 400;\">$175 billion to $220 billion<\/span><\/a><span style=\"font-weight: 400;\"> annually.<\/span><\/p>\n<h3><b>Reaching out to patients with healthcare communication tools<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Once you\u2019ve implemented a predictive AI solution that recognizes opportunities for member engagement, the next step in the equation is actually engaging with the members. How can payers do that in an effective and affordable manner?\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The answer lies in adopting healthcare communication tools. In the next section, we\u2019ll talk about what the right healthcare communication tools are.\u00a0<\/span><\/p>\n<h2><b>Unified communications platforms: the right mix of tools to boost member engagement<\/b><\/h2>\n<p><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/what-is-ucaas\/\"><span style=\"font-weight: 400;\">Unified communications platforms<\/span><\/a><span style=\"font-weight: 400;\"> are a set of communication tools in a single platform, including:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Telephony<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Chat<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Video conference<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">With a unified communications platform, you can also share files and screens.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">How can unified communications platforms play a role in member engagement? They give you flexible options to reach out to patients. Here\u2019s how:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">They offer more than one channel to engage members<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">They can automate communications<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">They can offer self-service<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">They work 24\/7<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">They\u2019re secure, giving members peace of mind<\/span><\/li>\n<\/ul>\n<p><img decoding=\"async\" class=\"aligncenter size-full wp-image-49059\" src=\"\/us\/en\/blog\/wp-content\/uploads\/2021\/08\/ai-member-engagement.png\" alt=\"RingCentral for healthcare\" width=\"930\" height=\"620\" \/><\/p>\n<h3><b>Unified communications platforms offer members the channels they want<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Today\u2019s patients are different than their parents\u2019 generation; they have access to new technology and they\u2019re not afraid to use it. For example,<\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/7-ways-to-provide-a-superior-omnichannel-member-experience\/\"> <span style=\"font-weight: 400;\">over three-quarters of consumers<\/span><\/a><span style=\"font-weight: 400;\"> would prefer to pay their health insurance bills through digital channels.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Engaging patients today must be done through digital channels. Moreover, it must be done through the digital channels of the patients\u2019 choice. Unified communications platforms give payers the option to call, text, or even hold a video conference with patients to provide them with information about maintaining their health.\u00a0<\/span><\/p>\n<h3><b>Unified communications platforms can automate communications<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Let\u2019s say your patient goes to a cardiologist after a test with suspicious results. Your predictive analytics solution tells you that the patient\u2019s visit took place. Instead of a customer service representative calling the patient to pass along information about a heart-healthy diet or exercise, your unified communications platform could send out an automated message through telephony or text.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Automating communications saves time and money. It ensures that the patient gets the information they need, so employees can focus on high-value tasks.<\/span><\/p>\n<h3><b>Unified communications platforms can offer self-service<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Research from Forrester shows that<\/span><a href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/top-8-channels-for-payer-member-communication\/\"> <span style=\"font-weight: 400;\">customers would often rather use a knowledge base<\/span><\/a><span style=\"font-weight: 400;\"> than talk to a human being.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Unified communications platforms can offer self-service options to patients to encourage member engagement. We\u2019ll use another example: a patient has a consultation with a dermatologist about a mole. The predictive analytics solution points that out, and the unified communications solution can send the patient a link to resources about the importance of sunscreen.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The patient can look at the link at his leisure. There\u2019s no pressure to examine the resources at that very moment, and he feels better knowing there\u2019s information available that\u2019s tailored to his situation.<\/span><\/p>\n<h3><b>Unified communications platforms work 24\/7<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">One of the benefits of unified communications platforms is that they work 24\/7. They don\u2019t take vacations or get sick, so you can always rely on them.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">That\u2019s important for patient engagement because patients don\u2019t always get sick between the hours of 9 AM to 5 PM. We\u2019ll illustrate with another example: a patient cuts herself while serving dinner and needs stitches. The predictive analytics solution picks up on the hospital visit, even though it\u2019s after-hours at the insurance company.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Regardless of the time, the unified communications platform is still at work. It sends the patient instructions on actions she can take to minimize scarring and keeping the wound clean.<\/span><\/p>\n<h3><b>Unified communications platforms are secure for member peace of mind<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">When you\u2019re a patient receiving information from your insurance company, you don\u2019t want those communications falling into the wrong hands. Health data is highly sensitive; many patients would prefer their conditions remain confidential.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Market-leading communications platforms keep information safe with<\/span><a href=\"https:\/\/www.ringcentral.com\/technology\/security.html\"> <span style=\"font-weight: 400;\">multiple layers of security<\/span><\/a><span style=\"font-weight: 400;\">. End-to-end encryption ensures no one can access data when it travels over networks or when it\u2019s at rest. Moreover, 24\/7 platform monitoring and 99.999% uptime means that members always have access to reliable, secure healthcare communication tools.<\/span><\/p>\n<h2><b>Boost member engagement with RingCentral\u2019s healthcare communications platform<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">RingCentral\u2019s healthcare communications platform offers the right mix of tools to help healthcare payers effectively reach patients through multiple channels, automation, and self-service capabilities.<\/span><a href=\"https:\/\/www.ringcentral.com\/office\/industry-solutions\/healthcare-communications-cloud-phone-systems.html?__mscta=2469_88698_7398\"> <span style=\"font-weight: 400;\">Better healthcare outcomes at a lower cost. Cloud communication systems are transforming healthcare. Find out how.<\/span><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Highlights:\u00a0 When patients take an active role in their healthcare journey, they can improve their outcomes Healthcare payers can use AI to identify patient engagement opportunities Unified communications platforms seamlessly deliver engagement information to patients Over the past few decades, healthcare payers have begun to realize the importance of preventive care in lowering healthcare costs. &#8230;<\/p>\n","protected":false},"author":292,"featured_media":49054,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[18674],"tags":[1682,7534],"class_list":["post-49052","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-healthcare","tag-healthcare","tag-unified-communications-platform"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v19.3 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Member engagement in the age of AI | RingCentral Blog<\/title>\n<meta name=\"description\" content=\"Healthcare payers can engage patients to boost healthcare outcomes; unified communications platforms help.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/member-engagement-in-the-age-of-ai\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Member engagement in the age of AI\" \/>\n<meta property=\"og:description\" content=\"Healthcare payers can engage patients to boost healthcare outcomes; unified communications platforms help.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/member-engagement-in-the-age-of-ai\/\" \/>\n<meta property=\"og:site_name\" content=\"RingCentral Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/ringcentral\" \/>\n<meta property=\"article:published_time\" content=\"2021-09-08T11:00:17+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.ringcentral.com\/us\/en\/blog\/wp-content\/uploads\/2021\/08\/member-engagement-ai.png\" \/>\n\t<meta property=\"og:image:width\" content=\"930\" \/>\n\t<meta property=\"og:image:height\" content=\"700\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Lance Mehaffey\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:site\" content=\"@ringcentral\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Lance Mehaffey\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"6 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/member-engagement-in-the-age-of-ai\/#article\",\"isPartOf\":{\"@id\":\"\/us\/en\/blog\/member-engagement-in-the-age-of-ai\/\"},\"author\":{\"name\":\"Lance Mehaffey\",\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#\/schema\/person\/a6b1815c7d4a150371b61ed482d66f5e\"},\"headline\":\"Member engagement in the age of AI\",\"datePublished\":\"2021-09-08T11:00:17+00:00\",\"mainEntityOfPage\":{\"@id\":\"\/us\/en\/blog\/member-engagement-in-the-age-of-ai\/\"},\"wordCount\":1123,\"publisher\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/member-engagement-in-the-age-of-ai\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2021\/08\/member-engagement-ai.png\",\"keywords\":[\"healthcare\",\"unified communications platform\"],\"articleSection\":[\"Healthcare\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"\/us\/en\/blog\/member-engagement-in-the-age-of-ai\/\",\"url\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/member-engagement-in-the-age-of-ai\/\",\"name\":\"Member engagement in the age of AI | RingCentral Blog\",\"isPartOf\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/member-engagement-in-the-age-of-ai\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/newrcblog.wpengine.com\/us\/en\/blog\/member-engagement-in-the-age-of-ai\/#primaryimage\"},\"thumbnailUrl\":\"\/us\/en\/blog\/wp-content\/uploads\/2021\/08\/member-engagement-ai.png\",\"datePublished\":\"2021-09-08T11:00:17+00:00\",\"description\":\"Healthcare payers can engage patients to boost healthcare outcomes; 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