Health optimization platform Welltok and Teletech, a provider of customer experience, engagement and growth solutions has announced a strategic partnership that will combine analytics with multichannel communication to help population health managers guide consumers to optimal health. Welltok’s analytics recognizes when and where consumers can save money, and triggers TeleTech when the human touch is needed to alert consumers of potential savings.
The partnership is already underway at a large national health plan. When the health plan made updates to its formulary, Welltok’s analytics tools identified which consumers would be affected by the change. Although all effected members are automatically notified either electronically, via emails, or text messages, for those who would have to pay significantly more money due to the formulary change, the tool automatically triggered a “human touch” interaction. That’s where TeleTech comes in: someone from TeleTech’s call center then alerts the consumer, helping them to understand where they can realize cost savings.
The Welltok and TeleTech partnership brings together advanced and diverse capabilities to reach health consumers through the appropriate combination of email, web, mobile, SMS text, mail and live agents. TeleTech’s live agent services are coordinated and tightly integrated with Welltok’s multi-channel communications campaigns to maximize the effectiveness of outreach programs. Additionally, the integration of Welltok Analytics creates smart, flexible campaigns that trigger a live agent interaction when a human touch would be more impactful. For example, if a health plan was changing its drug formulary, the program could identify members at risk of churn and initiate a dialogue between them and a live agent to find lower-cost alternatives.
“The healthcare industry is only becoming more complex for consumers, and requires an intelligent combination of technology and human support to navigate,” said Rob Scavo, Welltok President and COO. “By partnering with a tech-savvy contact center conversant in the diverse and dynamic needs of the healthcare market, we are adding new and enhanced communications capabilities to make the right connections, at the right time.”
