Summary

M. Davis and Company, Inc. provided call center support to current and projected plan member outreach initiatives for Horizon NJ Health.

Process

Four primary tasks were initially identified for support:

• Outbound Health Risk Assessments;
• Outbound Calls for Existing Members (Involuntary Disenrollment);
• Retention Calls for Existing Members (Monthly Renewals and Over Due Premiums); and
• Retention Calls for New Members (Managed Care Expansion – 45 Day Call After Welcome Call).

MDAC conducted Monthly Renewal and Overdue Premium courtesy reminder calls. MDAC reached over 10,000 households each month.

Results

M. Davis and Company, Inc. outperformed and exceeded the contractual response rate of 70% in each of the six contract years.

MDAC efforts have, in large part, allowed Horizon NJ Health to meet its monthly member retention goals, during a very competitive period driven by the Affordable Care Act.