Case Study
Keeping Patients Engaged
How large regional hospital system increased patient retention to avoid $2.5M in lost.
Overview:
The hospital system was experiencing significant Medicare Advantage (MA) patient attrition each year and wanted to focus on retention activities to maintain patient relationships and revenue.
Challenge:
It was assumed various factors were contributing to the patient attrition concerns; however, it was unclear how to objectively determine risk and apply an effective engagement strategy.
Solution:
- Built a patient attrition risk model leveraging behavior, demographics, health history, and interaction data to determine attrition likelihood.
- Established personas to drive segmentation and multi-channel engagement strategies.
Result:
- Increased MA patient retention rate by 5% when compared to the previous year.
- Avoided $2.5M in lost revenue. (Does not include new patient acquisition costs).
