Introducing Call-to-Chat: Every Member’s Seamless Connection to the Power of Digital Healthcare
Texting is the king of engagement. With a 98% read rate, SMS far surpasses other communication channels when it comes to reaching health plan members quickly and effectively. That’s why Pager Health℠ is excited to introduce a new innovative feature that provides every member a seamless path to digital engagement: Call-to-Chat.
The Cost of Call Centers
Health plan members still rely heavily on phone calls when they need help. This traditional model is not only resource-intensive, requiring a large workforce; it’s also increasingly misaligned with members' expectations for the speed and convenience of digital interactions. Telephony's long wait times, call abandonment, and limited availability outside business hours all contribute to member dissatisfaction. These issues disengage members, leading to unresolved health concerns.
Enter Call-to-Chat: A Seamless, Scalable Solution
With Call-to-Chat, Pager Health is flipping the script, turning outdated phone calls into a secure HIPAA-compliant chat session.
How It Works:
When members call a support number, they’re offered the option to shift to a secure web chat session. The member is then sent a secure link, where they can either enter via name and birth date or register as a guest. That’s it: No unnecessary authentication hurdles and no app download required.
From managing peak call volumes more effectively to extending support availability without expanding headcount, Call-to-Chat is the scalable bridge between voice and digital.
Establishes a low-barrier entry point to digital engagement: SMS, chat, video, and AI-supported interactions.
Provides faster access to help, even during busy hours or after-hours periods.
Eliminates frustration with long wait times and disconnected calls.
Enables existing staff to handle more interactions via chat, with a 4:1 chat concurrency, without compromising service quality.
Every Member’s Entry to Digital Health
Call-to-Chat is more than a convenience feature that improves operational efficiency. It’s a strategic lever that opens up the entire Pager Health world of digital engagement.
AI Agents provide immediate, intelligent responses for routine inquiries and symptom checking, reducing wait times and freeing up human agents for complex cases.
24/7 Nurse Triage and Care Navigation services resolve over 90% of health issues after the initial interaction.
ReallyWell℠ is the only platform that seamlessly integrates the wellbeing experience with the entire continuum of care, from customer service and care navigation to ongoing follow-up care.
NextGen Find Care digitally connects four previously disconnected member services—provider, clinical, benefits, and program navigation—in one connected experience.
Video Calls provide face-to-face conversations with care teams when needed.
Members can also be directed to additional tools and resources, such as:
Embedded QR codes and links to educational content
Outreach tailored to chronic condition cohorts
Actionable nudges for preventive care and cost-effective decisions
Even plans without a formal call center can use Call-to-Chat by providing members with a phone number that prompts users to switch to chat. From there, members can enter a fully functional digital environment, with access to the full suite of Pager Health services.
From Call Centers to Connected Care
Text is the most effective channel to reach members. Pager Health’s Call-to-Chat transforms every call into a faster, smarter, more connected experience that reduces costs, improves outcomes, and delivers the experience your members deserve. Ready to lead the change?
Schedule a free demo and consultation.