Inland Empire Health Plan (IEHP) has established itself as a prominent figure in the healthcare sector, ranking among the top 10 largest Medicaid health plans in the U.S. and holding the title of the largest not-for-profit Medicare-Medicaid public health plan nationwide.
In 2024, IEHP expanded its reach by introducing Covered California plans, enhancing healthcare accessibility for a broader segment of Inland Empire residents.
Before 2022, IEHP faced significant operational hurdles, primarily relying on an external vendor to manage the creation, automation, and oversight of campaigns targeting its 1.5m member base. The dependence on the vendor’s technical capabilities often resulted in substantial costs and delays for IEHP, obstructing the efficient dissemination of crucial health messages.
The plan was also plagued by ongoing issues in maintaining accurate demographic data for members and providers—a task complicated by frequent changes in addresses, contact details, and other personal information. The challenge of managing returned mail, coupled with the high costs and efforts needed to update records manually, prompted IEHP to seek a more streamlined and effective communication strategy.
To address these challenges, IEHP turned to Ushur, implementing a digital self-service platform as a proof of concept. This innovative approach enabled real-time updates of demographic data by members and providers themselves, significantly enhancing engagement, accuracy, and operational efficiency.
Ushur’s solution was introduced through a Request for Proposal (RFP) and led to the development of two key strategic communication strategies. The first strategy involved deploying secure, two-way communications that eliminated the need for intermediaries, directly connecting members and providers through Ushur’s HIPAA-compliant Invisible App. The second strategy empowered IEHP’s internal team members, who were trained on Ushur’s No Code Platform, to swiftly develop campaigns, thereby decentralizing the campaign development process and enhancing focus within technical teams.
Today, IEHP’s collaboration with Ushur continues to evolve, with ongoing projects aimed at improving communication automation across various departments. This partnership has already yielded significant benefits, from facilitating annual health exams and diabetes education campaigns to enhancing the registration and health monitoring processes for newborns.
As IEHP moves forward, it remains committed to refining its engagement strategies and further automating processes to maximize the impact of its initiatives on the health and satisfaction of its members and providers.
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