9 proven plays that rev up ratings, drive down costs, and create more meaningful health engagement. When the game is this big: Healthcare customers now directly control $330 billion annually in out-of-pocket healthcare expenses. Their choices affect 61% of all healthcare spending. There has never been more need to evolve snd improve how we engage with members and create a meaningful experience. That's why we've decided it's time to reveal our top plays, and release the Health Engagement Playbook - best practice to gain stronger health engagement, higher quality ratings, and return massive results. At Revel, we use these 9 powerful Health Engagement Plays to get results like triple digit improvements in health engagement for our customers and extraordinary gains in terms of HEDIS and Star Ratings. Why is it so important to understand the 9 Plays? For the first time, healthcare players are feeling the heat of competition. The rise of healthcare consumerism combined with new regulatory requirements have sent a major shock through the industry. But the impacts are not mutually exclusive. The ability to research HEDIS comparisons and CMS Star Ratings has also given consumers more information than ever before to choose the highest quality service. Healthcare consumers are also price-conscious. They use quality ratings to ensure they're getting the best plan for their dollars. Competition is fierce. Fortunately, there's a huge tool available that can make the difference between great quality ratings and mediocre ones. Between loyal, responsive members and unhappy ones who ignore your outreach. Nearly everyone understands that tool is health engagement. But just like anything else, you've got to learn how to expertly swing the bat to reach home base. Health engagement is the heavy hitter in this game, but designing the right strategies to deliver the right message in the right way at the right time can be challenging. And you need a robust, flexible platform that can handle playing the game at the highest level. To win at this competition, it takes teamwork, the right timing, and the right tools. The 9 Health Engagement Plays hep you do just that.

1. 11

2. Use these 9 Powerful
Health Engagement Plays
to help drive engagement and make
gains in terms of HEDIS and
Star Ratings.

3. IT’S A COMPETITIVE
PLAYING FIELD.

4. It takes teamwork, the
right timing, and the
right tools.
The 9 Health
Engagement Plays
help you do just that.
To win at this competition:

5. PLAY #1
Know Your Bases

6. Play #1 – “Know Your Bases”
Checklist
Our first Play helps
determine the milestones,
or specific objectives you
need to meet on the way
to your goal.

7. Set your objectives
wisely and continue to
measure during your
campaign
Play #1 – “Know Your Bases”
Checklist

8. Communicate the
engagement strategy
and KPIs across the
organization
Play #1 – “Know Your Bases”
Checklist

9. Learn from past
campaigns and fine
tune your
playbook for future
success
Play #1 – “Know Your Bases”
Checklist

10. PLAY #2
Know the Players

11. Play #2 – “Know the Players”
Checklist
Build a holistic picture of
your member segment’s
characteristics,
preferences, and
behavior.

12. Use demographics to
understand how your
members prefer to
engage
Play #2 – “Know the Players”
Checklist

13.  Mine historical data for
best response rates
and contact methods
that worked
Play #2 – “Know the Players”
Checklist

14.  Leverage a health
engagement platform
that turns information
into actionable
Play #2 – “Know the Players”
Checklist

15. PLAY #3
Plan an Integrated
Engagement Strategy

16. Basic Flow of a Successful
Health Engagement Campaign
Member’s
Tolerance
for
Frequency
Total Volume
of
Outreaches
Actual
Outreach
Methods
Used

17. Play #3 – “Plan an Integrated
Engagement Strategy” Checklist
Collaborate and identify
shared goals and
incentives internally
before starting

18. Play #3 – “Plan an Integrated
Engagement Strategy” Checklist
Leverage data to
determine the best
intervals
between member
touchpoints

19. Play #3 – “Plan an Integrated
Engagement Strategy” Checklist
Avoid member abrasion
• Determine when to deploy messages across
multiple outreach channels
• Ensure the content, frequency, and delivery all
work together to increase responses
• Respect member preferences when sending
out messages

20. PLAY#4
PersonalizetheMessage
11
PLAY #4
Personalize the Message

21. Play #4 - “Personalize the Message”
Checklist
Thinking of members as
customers can help you
create effective
personalized
communications.

22. Play #4 - “Personalize the Message”
Checklist
Contact members in the
way they prefer with
messages directly
relevant to them

23. Play #4 - “Personalize the Message”
Checklist
Use solid data on
member behavior and
history to determine
the right type of
outreach

24. Play #4 - “Personalize the Message”
Checklist
Include a call to
action or reward to
motivate members to
take action

25. Play #4 - “Personalize the Message”
Checklist
Think of your
members as unique
customers and create
a better experience
with every connection

26. PLAY #5
Map Your Course to the
Member Experience

27. Play #5 – “Map Your Course to
the Member Experience”
Checklist
Focus on the overall
customer journey to
improve satisfaction

28. Play #5 – “Map Your Course to
the Member Experience”
Checklist
Use continuous
engagement to design
experiences that
deliver strong member
journeys

29. Play #5 – “Map Your Course to
the Member Experience”
Checklist
Factor in the entire
member experience at
every point of
engagement

30. PLAY #6
Hand Out Medals

31. Play #6 – “Hand Out Medals”
Checklist
Today’s consumers love
reward programs that offer
points and special
discounts when certain
levels are reached.

32. Play #6 – “Hand Out Medals”
Checklist
Incorporate a variety of
incentive and reward
programs to drive loyalty

33. Play #6 – “Hand Out Medals”
Checklist
 Consider using financial
rewards for members
reaching milestones

34. Play #6 – “Hand Out Medals”
Checklist
Use rewards/incentives to
promote wellness
incentives (like annual
wellness visits) to help
close gaps in care

35. PLAY #7
Drive Your Decisions
with Data

36. Play #7 – “Drive Your
Decisions with Data” Checklist
Ensure your member
data is current and
accurate

37. Play #7 – “Drive Your
Decisions with Data” Checklist
Gather data from multiple
sources for a clearer
picture of each member’s
overall end-to-end
experience

38. Play #7 – “Drive Your
Decisions with Data” Checklist
Leverage your health
engagement platform
to use predictive
analytics to create
better health outcomes

39. PLAY #8
Deploy a
Multi-Modal Plan

40. Play #8 – “Deploy a Multi-
Modal Plan” Checklist
Use all the modes of
communication that fit
your audience

41. Play #8 – “Deploy a Multi-
Modal Plan” Checklist
Coordinate messages
to avoid unnecessary
repetition and member
abrasion

42. Play #8 – “Deploy a Multi-
Modal Plan” Checklist
Leverage a platform
that supports a
multi-modal plan

43. PLAY #9
Pick the Right
Playing Field

44. Play #9 – “Pick the Right Playing
Field” Health Engagement Platform
Checklist
Select a robust, flexible
platform that can adapt
to member preferences

45. Play #9 – “Pick the Right Playing
Field” Health Engagement Platform
Checklist
Ensure the platform
can integrate with
enterprise systems for
the most effective data
analytics capabilities

46. Play #9 – “Pick the Right Playing
Field” Health Engagement Platform
Checklist
Choose a platform that
supports an integrated,
multi-modal health
engagement strategy

47. About Revel
Revel is a bold healthcare company that is rethinking and
reinventing health engagement.

48. 48revel-health.com
Ready. Set.
Rev.