The concierge program supports members with chronic conditions who need advanced health management and care coordination. Program participants receive strategic health reminders and have simplified access to local health, social and transportation resources, as well as live 24/7 help and triage options.
Case Study
Fidelis Care Concierge
PROGRAM DESCRIPTION:
The concierge program supports members with chronic conditions who need advanced health management and care coordination. Program participants receive strategic health reminders and have simplified access to local health, social and transportation resources, as well as live 24/7 help and triage options. Condition-specific content is delivered directly to each member’s mobile phone based on their preferences and needs for a personalized experience.
PROGRAM AUDIENCE: High-risk NY Medicaid members (18+ years old) and their caregivers, including all who require advanced health management.
PROGRAM OBJECTIVES:
PROGRAM OUTCOMES:
73% decrease in ED claims (referred) after starting the program 77% decrease in ED claims (not referred) after starting the program
h Decrease emergency room utilization
6-7% closure in gaps in care for engaged members in multiple categories
h Close care gaps
88% decrease in number of hours per month spent by case management 42% reduction in case management costs due to less time spent per case
h Enable case management to provide a more personalized member experience while increasing the efficiency and effectiveness of member service delivery
67% of members who responded to surveys said the program is helpful in managing their health Over 11,400 enrolled with 95% program retention rate 16% of participants clicked the links in messages for additional content and support
h Increase member activation and adherence
Program Components:
“The GoMo Health chat feature has taken the way we interact with our members to an entirely new level. Having that instantaneous communication, while providing timely assistance and guidance in the comfort of the member’s home makes each member feel supported. This innovative approach has significantly enhanced how I do my job.”
Care Communications: Upon enrollment, participants receive text messages to address their physical and emotional conditions, with some including links to a library of resources (see Care Companion). Topics are condition specific and include access to local resources, health reminders, behavioral health condition management, co-occurring condition education and treatment adherence guidance. Care Companion: This cloud-based learning management system (LMS) provides vetted educational content that is personalized by participants’ self-expressed priorities and interests, structured into easy- to-follow sections to promote independent education, learning and self-care management. GoMo Chat: Much like a typical text conversation, GoMo Chat allows (secure) live messaging between participants and their care team, enabling in- the-moment, on demand conversations. Secure Data Collection and Reporting: Engagement and experience data is collected and analyzed and reported back to providers for ongoing quality, clinical delivery and service improvement.
Denise Kennedy, Fidelis Senior Care Manager
gomohealth.com
info@gomohealth.com
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