Case Studies – Strategic Communication
Bridging our client’s Marketing and Provider Relations teams, we directed multichannel communications to alleviate provider pain points—with our work contributing to a 19% year-over-year increase in overall provider satisfaction scores.
Sage partnered with our health plan client to develop a digital-first provider communications program, with a single question guiding all content decisions and positioning: “What’s in it for the provider?” With that as our north star, we aligned communications tactics with the health plan’s strategies to enhance provider engagement. Following program implementation, our client observed decreased provider services call center volume in key areas; improved attendance at webinars and in-person events; and a marked growth in care management referrals, such as for pregnant members—a major strategic priority.
By enlisting providers as part of the health plan’s strategy, we helped our client achieve the highest member redetermination response rate in its state.
Provider engagement strategy fueled increased average email open rates (35%+) that exceed industry benchmarks
Fueled by consistent messaging, the health plan achieved its goals to increase referrals to its maternal health initiatives
The Sage Difference
- Leveraged Sage’s multidisciplinary team (with experience in marketing, network development, community engagement, provider relations, and clinical quality) to build a holistic view of the provider communications journey.
- Championed backward design—identifying measurable provider engagement goals first and layering on strategies and tactics to achieve them.
- Placed a laser focus on program evaluation, building an analytics dashboard to track key indicators of provider engagement.
Key Improvement Activities
- Completed a market assessment and launched the market’s first monthly provider e-newsletter, designed for mobile compatibility
- Devised and developed a library of print and digital deliverables, driving improved provider satisfaction scores on the quality of health plan communications
- Partnered with the client’s branding agency to ensure alignment of all provider communications with the master brand
Woman-Owned Business (BEP-WBE) Certification Information
Sage Health Strategy is certified as a woman-owned business by the State of Illinois and County of Cook. Sage regularly partners with prime vendors in competitive government procurements within Illinois and around the country. Our prime vendor partners have ranged from privately held professional services firms to publicly traded companies. For more information on our work in this area, please contact us.
