Solution

Twig Health supports and extends Care Management services offered by payors and value-based providers. The platform creates a high-touch, digital-first relationship with members based on the collaboration model.

The solution is powered by a front-line team and advanced AI that seamlessly integrates with existing care management services and software.

THE TWIG JOURNEY

The member journey is relationship-based, friendly, and interactive. It includes three stages designed to build positive long-term, enjoyable interactions with members.

Greet

The first step to building a healthy foundation for the collaboration experience
- Data scrub
  Analyze, normalize, and segment member data, finding the best way to reach every person
- Invite
  Create a baseline relationship to enable action for initiatives, such as education, pre-screenings, etc.
- Relationships
  Get to know members — understand their motivation, relevant medical profile, goals, pre-screening, and personal story
- Digital IQ
  Profile each member with a Digital IQ of channels used, preferred method of communication, digital comfort level, and more
- Digital onboarding
  Support members to communicate in their preferred digital channel
Results

We know members on a personal level, and we onboard them to their preferred digital channel.
Activate

Engage with members around specific care management initiatives and activate certain actions.
- Initiate
  Connect via preferred channel, prioritized by AI and according to specific initiative
- Activate
  Enable with tools and resources for specific actions and initiatives
- Close
  Support member activity, e.g., scheduling, and confirm adherence
Results

We utilize the relationship created in the Greet phase as a platform for continuous activation related to specific initiatives.
Support

Provide ongoing support to build long-term relationships, with lasting results
- Check-in
  Every member is assigned a personal care plan, with targeted follow ups and personalized encounters via omni-channel outreach
- Track
  Measure and track progress, identify specific gaps to act on
- Remind
  Provide members with AI-powered reminders on their preferred channel
- Ongoing Support
  Available 24/7 to support any member needs
Results

We provide members with continuous personalized support, while tracking progress and gaps.

THE TWIG PLATFORM Our platform uses AI and machine learning to guide the collaboration experience. We leverage claims, Rx, and self-reporting member data for a comprehensive solution.

Insights

Alerts, such as anticipated churn, compliance issues, compliance issues, etc.
Recommended content & messages, with best time to send
Predicted follow ups and preferred communication channel

Efficiency

Daily tasks created for Twig front-line team
Best responses for member communication
Outcome targeted Care Plans

Optimization & Reporting

Detect & analyze anomalies, gaps in digital user flow
Match the best front-line representative for specific members
Generate impact reports

COMPLETE CRM CAPABILITIES

The Twig solution is built on the five key stages of the CRM cycle: reaching a potential customer, customer acquisition, conversion, customer retention, and customer loyalty – tailored to meet the needs of the healthcare industry.

Our technology is omnichannel and based on cutting edge CRM, powered by Salesforce Health Cloud and configured for member success.