Q1 Product Newsletter
Providing Unparalleled Support for Members’ Full Healthcare Continuum
We are proud to announce the completion of the initial integration and configuration updates to support Nurse Chat (Find Care) into our Wellbeing platform. Members can now connect with a live, licensed medical professional over chat to ensure they receive the most appropriate care recommendation for their symptoms. Our clinical triage and navigation solutions are powered by our licensed 50-state Nurses and Care Coordinators.
This milestone sets the foundation for integrating all other Pager Health solutions such as virtual-first care access, provider scheduling, patient monitoring and so much more. We encourage you to contact your Account Executive to learn more about how you can better serve your members with our industry-leading solutions.
Pager + Onlife Health Wellbeing Solutions
Expanding Client-to-Member Messaging
We would like to announce the release of enhanced member messaging within our wellbeing platform for both desktop and native app. You can now configure additional messaging within the dashboard’s top banner to appear after the system guiding message activities (Health Assessment and/or Health Coaching) have been completed. This provides a great way for our clients to reach their members with important and key strategic messaging while engaging with our health and wellbeing solutions.
Mobile Coaching Program Feature Release
We are extremely excited to enable our new coaching program capabilities within our mobile app to allow our users to easily set coaching goals and engage with their coaching program plan while on the go to ensure their goals are met – anytime, anywhere!
These enhancements will allow members to easily find and build a coaching plan that works for them at their fingertips.
Enhancing Our Rewards Capabilities & Displays
With the recent launch of our latest Rewards & Incentives capabilities, we have identified several immediate small enhancements to support the member experience and configuration options that enable Employer Funded Incentives (EFI) activities and member search features.
We are also improving performance, usability features, messaging, and configuration options to support unique client incentive-program language.
Pager Care Navigation & Engagement Solutions
Introducing the Mobile Command Center
We have developed a condensed version of Command Center 2.0 for mobile. This enables medical professionals to communicate with their patients within the Command Center on their mobile device.
The user can receive and respond to inbound chats, initiate voice and video calls, send attachments, and utilize the basic chat management options.
Expanding our Mobile SDK Integrations
We are excited to announce the release of the Pager Flutter SDK, enabling you to integrate Pager into your Flutter mobile apps. This SDK is simple to integrate and maintain, resulting in minimal lift for your engineering team(s). With the SDK, you can authenticate the platform, configure the UI (User Interface), and show different consumer-oriented features, such as chats, appointments, encounter history and more. Consult with your engineering team and reach out to your Account Executive today to learn more about installation & usage!
Agent-to-Agent (A2A) Chat
Pager is strengthening our market position by providing a single point of communication between an agent and a member and with coordinators, clinicians, and specialists who deliver care for that member. A2A chat allows agents to deliver faster and more comprehensive solutions to members and help them deliver new capabilities, such as care coordination.
A2A chat functionality will increase the overall value that the Enterprise 360 solution represents to our clients by providing a centralized location for conversations regarding patient care that normally occur in disparate systems.
Those benefits include, but are not limited to:
Allow communication across teams within a single platform who are typically not using the same messaging application.
Agent to agent (or clinician to clinician) conversations are always HIPAA compliant and in the context of a specific patient.
Care teams or specialized teams (e.g., nurses, physicians, BH specialists) can use this feature to openly discuss any relevant matters in their own team channel.
Also, this new functionality will allow Pager to obtain insights and expertise in research and improvement of healthcare workflows, driving patient outcomes, and best care management practices.
We are expecting this feature to be available to agents by the end of Q1. Then we will quickly expand the feature to provide team-level chat capabilities soon.
Connecting Patients Seamlessly to Health Education
Pager is now able to provide self-service education capabilities within each patient encounter. This further enables patients to understand and take charge of their conditional and overall health.
With this capability, Command Center 2.0 and Enterprise 360 users can search for Health education and content to directly send to patients within each chat instance.
Providing Greater Security for App-less Engagement
We are releasing a few updated features within our app-less engagement solution (Secure Chat) to provide greater security and visibility into member/patient access.
Secure chat link now tethered to the browser.
We have released a security improvement to better protect member information in secure chat. When a member uses a link to chat, the session is now attached only to this first user.
As a result, if the link is accessed from another browser, it will show an “access denied” screen. This ensures that only the first browser can use the link to secure chat.
Secure chat allows users multiple attempts for validation.
When the member receives a link to secure chat, they need to validate their information to be able to continue to chat.
We have increased the number of times members can attempt to confirm their information to three.
Secure chat now provides greater visibility to agents through internal messaging.
We included internal messages to inform the agent of some events happening on the member side. The agent is now notified when:
The member is attempting to use an expired link.
The secure chat session has expired.
The member has failed the validation step and needs a new link.
Expanding our localization and language support capabilities
We've implemented a full platform localization model that allows us to support new languages in a scalable way, starting with Portuguese. This allows us to support members and patients in the Brazilian market, which represents nearly 176 million members: 53% of the Latin American market.
We are releasing Portuguese support at the end of March for the following products.
Secure Web Chat
Command Center 2.0
Web SDK
Enabling Greater Visibility into Patient Interactions
Chat History is coming to our member search capabilities. Roles configured with the member search permission now have access to view chat history with members who currently do not have active chat sessions with agents. This feature can be used by supervisors to retrospectively review chats to ensure quality service. In future longitudinal care scenarios, agents can review chat history for context prior to initiating chats with members.
Member Engagement Solutions
As we step into 2024, it's a time to reflect on the valuable lessons we learned from the previous year. In 2023, we discovered what truly resonated with our members and laid a solid foundation for future initiatives.
Here are some key highlights from 2023:
Over half of the percentage of members logged into our platform and proactively completed their Personal Health Assessment. This highlights the importance of encouraging proactive health management in our messaging.
By employing audience segmentation, we enhanced the precision of our targeting (48% increase in email engagement).
Tailoring messages to meet specific audience interests and needs made our communication more effective and significantly boosted engagement. (10% rise in open rates)
We observed high levels of active engagement in our registered members who participated in various wellness plan activities, including health trackers, self-guided programs, challenges, coaching, and device usage.
Our communication efforts not only served as reminders of the benefits their wellness plan offers but also played a crucial role in increasing platform engagement and activity participation.
Looking forward to 2024, our focus will be on:
Refining Communication Strategies
We will continue to refine our communication strategies by leveraging advanced analytics and feedback to ensure our messaging remains relevant and impactful.
Expanding Our Outreach Channels
We will expand our outreach channels to ensure members are receiving valuable information.
Expanding Our Lifecycle Marketing Program
With a keen focus on increasing participation in wellness programs, we'll introduce new and innovative communication strategies designed to meet a broader range of members' needs and preferences across our various platforms.
2024 presents an exciting opportunity to build on our successes and learnings from the past year. With a clear focus on enhancing member engagement and health outcomes, we are poised to make significant strides in reimagining health and wellness for our members.
