Case Study: SoundCare inspires callers to take action at Great Lakes Health Plan

Great Lakes Health Plan (GLHP) in Southfield, Michigan is the second largest Medicaid health plan in the state.  As a Medicaid provider, GLHP cannot employ traditional marketing. So how does a government health plan stay competitive in an environment where it is not allowed to market its services?  The answer lies in GLHP's ability to communicate with callers, providing educational and informative messages that lead them to calls to action.  With Vericom's SoundCare, GLHP provides messages that encourage callers to ask questions, sign up for events, and make appointments.

GLHP is the only Medicaid plan in Michigan with a dedicated Member Outreach Department that proactively contacts members to educate them about, and encourage them to use, available services.  By consistently reaching out to members, GLHP is able to "Wow" its customers and SoundCare is an important part of the "Wow" factor.  "Through SoundCare's ability to educate our members, it opens doors for us, helping us to "Wow" our customers.  This is vital to our efforts to remain competitive in this region," says Kelly Rolando, Manager, Member Outreach Department.

GLHP often emphasizes those services and programs that are "Free" via SoundCare.  Once people have been contacted, their comfort level increases and they are more apt to call when they have additional questions or need more information.  When they do call, SoundCare is there again to ensure they get the health information they need.

SoundCare provides callers with additional information about services and events, prompting them to make further inquiries so Member Outreach can then follow up.  "Part of our population is illiterate, so sending them information through the mail alone is not effective.  When they call, they can get the vital information they need and learn about our services," adds Rolando. 

Looking to the future, GLHP plans to expand its use of SoundCare to further connect with its large Arabic population to keep them informed about its multi-lingual services.  "With SoundCare, our providers can deliver messages in Arabic directly, ensuring we do not miss the opportunity to educate this important part of our community," says Rolando.

"SoundCare is both user and caller friendly, providing important messages that are easy to understand.  "Wowing customers is critical to us, and when we hear, "no one has ever done that for us before" we know we are on target.  We rely on SoundCare to help us continue to deliver extraordinary levels of service," concluded Rolando.