Eliza's Star multi-modal programs address gaps in healthcare

Eliza Corporation ("Eliza"), the pioneer and recognized leader in Health Engagement Management, today announced "Star 2014", a proactive member communication solutions suite that addresses key areas of the Centers for Medicare & Medicaid Services (CMS) Star programs.  Based on Eliza's award-winning 2013 Star Year in the Life Solution, Eliza Star 2014 offers new features such as Active Monitoring and Micro-targeting.

Eliza's carefully constructed Star multi-modal programs address gap closure and other top Star challenges that Medicare Health Plans face, such as:

• Boosting key Star measures in the areas of clinical care, preventive screenings, medication adherence, post hospital discharge, and HOS/CAHPS;
• Driving brand loyalty and retention with tailored outreach, intelligently triggered throughout the calendar year; and
• Generating unique population-level insights and messaging strategies that positively influence member behaviors and outcomes.

Independent Health, for example, initiated a 'Staying Healthy' campaign integrating best practices and proprietary behavioral intelligence insights from Eliza's Star solution.  The population-based preventive health outreach, delivered through Eliza's multi-modal platform, engaged Medicare members in conversation across mediums with a data-driven approach designed to uncover barriers and motivations, and drive behavior change. As a result of the 'Staying Healthy' campaign, members' health measurably improved – with the interactions yielding quantifiable outcomes for key clinical measures (based on claims data and compared to a control group that didn't receive the intervention), including:

• 32.4 percent increase in breast cancer screenings;
• 20.9 percent increase in colorectal cancer screenings;
• 28.3 percent increase in glaucoma screenings;
• 17.5 percent increase in LDL; and
• 13.2 percent increase in osteoporosis screenings.

"Our approach to health engagement management naturally lends itself to driving Star metrics.  In fact, Eliza has addressed many of the key clinical and operational measures for years –well before the introduction of Star ratings.  As a result, our comprehensive Star solution has been recognized by industry organizations like URAC for its ability to close gaps in care and drive key Star measures," said John Shagoury, President and CEO of Eliza Corporation. "Given the significant financial and business consequences our Medicare Advantage clients face, we remain intensely focused on impacting critical CMS Star ratings with incredible specificity to close gaps, hit key Star thresholds, and safeguard associated bonus payments."

Active Monitoring and Micro-Targeting Close Gaps in Care

Eliza's Active Monitoring is a new component of Star 2014 that adds greater quantifiable value to customers running Preventive Screening, Diabetes Care, Heart Health or HOS/CAHPS programs. Active Monitoring provides monthly reporting to 'actively' identify gaps in Star measures.  Active Monitoring also adds a data layer (derived by an Eliza proprietary algorithm) to identify members that would benefit most from Micro-targeted outreach to close remaining gaps in care and meet goals.  The actionable member data can be delivered to a health plan in pre-defined file format, or Eliza can use that data to define and implement on-demand Micro-targeted engagement strategies to deliver "last-mile" gap closure. 

Data, Analytics and Behavioral Intelligence Drive Better Targeting and Messaging

With the national conversation focused on consumer choice in healthcare, health plans must assume the role of a trusted advisor – one that works to understand and address members' healthcare needs, while addressing their own costs and quality.

According to Gartner, Inc., "As consumers become more Web- and mobility-savvy, they will expect their preferred providers to "know" them and to provide better service by anticipating their needs and proactively communicating with them… Proactive communications applications and services can enable faster responses to events and conditions. They also can improve sales, customer service and customer loyalty by anticipating customers' desire to be communicated with under select conditions."[1]

Eliza has spent more than a decade engaging people in conversations about their health and has amassed one of the largest data assets of attitudes, behaviors, and motivations that drive health and healthcare decisions. The resulting proprietary Behavioral Intelligence insights from this data asset are a key element of Eliza's Star 2014 design. 

"At Eliza, we never assume that a broad-sweep solution is going to work on an individual level.  Our job is to uncover what makes people tick and support them in ways that are tailored and relevant to them," said Alexandra Drane, Founder, Chief Visionary Officer and Chair of the Board at Eliza Corporation. "Our unmatched Behavioral Intelligence influences well-designed, proactive communication strategies that establish legitimate, valuable, loyal relationships with individuals – and inspire the positive behavior change that drive year-over-year improvements in Star performance."

Eliza Star 2014 data and analytics combine Eliza's member-level interaction data and Behavioral Intelligence with traditional HEDIS completion data to provide prospective insight into the actions an individual is likely to take.  Star 2014 also benefits from both the Eliza Engagement Index™ (EEI) and the Vulnerability Index™ (VI). The EEI evaluates a population as a distribution of not just cost or risk but also engagement in three areas – clinical health, member marketing and plan administration.  Eliza's Vulnerability Index is a way to identify and support members regarding life-context conditions.  These predictive Behavioral Intelligence instruments contribute to more accurate and holistic views of both clinical and retention risk at the member level, and yield targeting and messaging strategies that drive year-over-year improvements in Star performance. Eliza Star 2014 data is refreshed monthly allowing for trend analysis to reveal positive, negative or neutral momentum toward goals. Over the course of the year, Eliza's Active Monitoring delivers rich analytic views that serve as proxies for actual Star metrics and other key business objectives.  

Drane concludes, "Our Star 2014 active insights and actions elevate Star ratings because they are focused on delivering the best outcomes -- not only for the health plans we serve, but also for the individuals they serve."

Additional key features of Eliza Star 2014 include:

• Targeting for Star measures across all domains
• Flexible modular approach to align with customer needs
• Personalized multi-modal, multi-touch and micro-touch interactions
• Relevant, engaging content, and data-driven segmentation
• Active Monitoring and tracking for key HEDIS related Star measures
• Dynamic list generation for Micro-targeting
• Support for live one-to-one Micro-targeted interactions
• Response data tracking for HOS related issues (i.e. bladder control, risk of falling, mental and physical)
• Seamless adaptation to CMS Star program changes throughout the year