Health automation firm Ushur has released a digital playbook designed to help health plans boost member engagement, close care gaps, and cut costs. The “Health Plan Playbook” outlines seven automation journeys that enable payers to improve outcomes without forcing portal logins or app downloads.
The solutions include a member warm welcome, HRA and SDOH surveys, medication adherence workflows, chronic condition navigation, and maternal health support.
Each play is packaged with guidance on audience selection, outreach channels, personalisation, performance measurement, and optimisation strategies.
Covering high-value member journeys
The warm welcome workflow introduces new members to benefits and services, delivers digital ID cards, and supports PCP selection.
Chronic condition navigation ensures ongoing communication for members managing illnesses such as diabetes and COPD, while maternal health navigation provides stage-based education and appointment support.
Other plays target adherence and prevention. Medication adherence workflows address barriers like cost and transportation, while SDOH surveys connect at-risk members to local resources including food, transport and housing.
Compliance and speed to deploy
The playbook enables health plans to launch automation quickly while staying HIPAA-secure. Ushur highlights two-factor authentication, data protection, and pre-built workflows that can be deployed within weeks.
The company also shares metrics such as engagement, completion, and call deflection rates, alongside benchmarks for improving NCQA quality scores and Star Ratings.
Through its Invisible App, Ushur aims to reduce call centre demand and deliver measurable improvements in adherence and care quality.
Optimisation and outcomes
Ushur includes pro tips like A/B testing bilingual messaging, progressive disclosure, and smart retries to increase engagement. The Invisible App serves as the central channel, supported by SMS, email, IVR, and agent-assisted outreach, ensuring PHI stays protected.
According to Ushur, digitising these journeys drives higher HRA completion, better adherence, and stronger maternal care engagement—while also reducing hospital visits and administrative overhead.
Copyright © 2025 FinTech Global
