Quarterly Product Newsletter - Q4 2024

A quarterly view into Pager Health's continuous innovation and improvements that power the future of connected healthcare!

 

App-free Engagement Enhancements 

Secure chat form configuration: 

We are now able to configure the data that we ask members to confirm when they transition from SMS/WhatsApp to secure chat. Clients can now select all the fields of information they want their members to submit before being directed to secure chat. This feature is now available in Command Center to all clients enrolled in App-free Engagement solutions.

Link generation: 

Links to secure chat no longer rely on SMS or WhatsApp to be accessed. Links will contain the specific entry point(s) that members can start a chat with (talk to a nurse, talk to customer service, etc.). Multiple links with multiple configurations can be generated depending on the use case. 

Guest mode: 

The guest mode experience allows members to quickly start a chat with an agent but doesn’t retain any chat history or show any previous conversations. This experience is designed to get members into chat as easy as possible and rely on the agent to authenticate. Guest mode can be enabled at a link level. When generating a link, we can select if it will allow access to registered or un-registered users. 

E360 Care Collaboration Enhancements

Video Channel Upgrade

Pager Health has upgraded its seamless video call feature within E360 Command Center. This enables us to build better architecture to allow for future enhancements such as recordings, transcripts, and improvements to our AI sentiment analysis capabilities. We will transition all clients to this upgraded feature in Q1 2025.

Primary Agent Routing  

We addressed the needs for care management engagement by providing advanced routing and assignment solutions for primary agents (care manager, coach, or care coordinator).

This enables care coordination and engagement directly within the E360 platform that builds and fosters longitudinal relationships with members. This will be rolled out to our first client in December.

2024 Care Navigation Platform Accomplishments

	Mobile Command Center
	Patient Education Plugin in Command Center
	Automated Clinical Triage using ClearStep
	Behavioral Health Triage using ClearStep
	Task Management

	Portuguese Language addition within our Care Navigation Platform.
	We launched WhatsApp as an extension of our App-free solution.
	New Demo Environment Configuration to show the best or our platform live.
	Completed client migrations from Command Center 1.5 to Command Center 2.0
	Successfully onboarded 4 large client configurations

ReallyWell℠ – The Future of Wellbeing

Digital Content Refresh

We have committed to building and releasing the following new pieces of programmatic content to LiveOn® / AlwaysOn® users this year:

Multi-topic Challenges:

(defaulted as Personal, configurations available for Group & Team activities)

Nature Nurture
(Behavioral Health/Physical Activity)

Connect with Nature - Spend at least 20 minutes outdoors as often as you can for 14 days. Log each day you successfully spend time in nature. It is scientifically proven that nature exposure improves Behavioral Health.

Meal Prep on a Budget
(Financial Health/Nutrition)

Plan and prepare healthy meals for a week with a set budget to save money.

Screen-free Slumber
(Sleep/Technology Addiction)

Eliminate screen time before bed. Avoid screens for 30 minutes before bedtime each night for 14 days. Log ‘Yes’ or ‘No’ each day based on whether you avoided screens.

Educational Self-Guided Programs:

Cancer Education
(Oncology)

Oncology as a promised topic requested by multiple clients.

Sitting is the new smoking
(Sedentary)

Sedentary lifestyle is a newly popular health topic that we have identified through the new modern HA question set and issue / risk identification.

Brain Health
(Mental Acuity, Memory Problems)

This topic is applicable for MA as well as commercial.

Engagement Messaging / Product Driven Communications  

We're revolutionizing how we engage with our members to drive real impact! To boost utilization and deliver stronger outcomes, members need interactive and compelling outreach that grabs their attention.

EMS Realized Enhancements:

• Clients will have the ability to work with our marketing team directly for customizations or adding new messaging flows.

• Enhanced tone and voice of messaging language

• Redesigned messaging templates

• Improved / optimized volume and frequency

• Personalized registration engagement – new client configurable messaging for encouraging user registration

• Refreshed SMS and push notification messaging that support increased mobile engagement

• New onboarding messaging flow for members

• Combined HA reports availability with post HA completion engagement messaging template

• Combined daily reminders if member has multiple active similar activities.

• Combined post-HA engagement messaging with the initial coaching outreach

• New rewards-based notifications and messaging

2024 Wellbeing Product Accomplishments

	New modern Health Assessment — provided new 50% shorter National Committee for Quality Assurance (NCQA) question sets, a dynamic wellness score calculation, and defined the rules for risk stratification and issue identification.
	New wellness score — an objective metric that motivates members to improve healthy behaviors.
	AI-Copilot — leverages the power of AI to intelligently support our users and address needs at the right point in time. Development completed, general availability in 2025.

	New welcome experience — new onboarding screen flow portal and mobile to educate new users on features/capabilities and drive them to complete the HA.
	Challenges experience updates — parity with rest of platform, ease of use and navigation, user interface improvements.
	API Improvements, modernization, and decommission efforts — multiple bodies of work this year that were needed to ensure our consumption of client incentives will continue uninterrupted.

If you want to learn more about Pager Health’s new and exciting features, please reach out to your Pager Health sales or account management executive.