Silverlink
  • Consumer Insights

    Consumer Insights

    At Silverlink, our approach to transforming healthcare starts with the individual. By gaining insight into what motivates which people, when and why, we personalize communications to nudge millions of individuals in small, healthier ways. The result: better health and lower costs.

    How do we bring the healthcare consumer into focus? With a proven combination of behavioral science, consumer marketing, and our proprietary communications technology that adapts and improves over time. Our innovative approach has helped the nation's leading healthcare enterprises drive measurable results for their communications programs, and gain a valuable understanding of the consumer.

    We Know the Healthcare Consumer

    Our rich database of consumer knowledge informs all of our communications programs, allowing us to jumpstart your success and continue to improve results.

    Did you know?

    Women on Medicaid are 3 times more likely to get at least one medical screening when they are reminded about three missed screenings.

    Social-norm messaging (savvy consumers like you...) is 20% more effective for people under 50 than for seniors.

    Consumers with high-deductible plans are almost 9 times more likely to have health coverage with multiple health plans.

    learn more: silverlink consumer insight >

    Consumer Research

    Monthly Savings to Motivate Health Behavior


    read more: silverlink research >
  • Technology

    Campaign Management

    Silverlink's multi-channel communications platform manages integrated campaigns to provide the most personalized consumer experience possible. Our platform can execute multiple, simultaneous experiments to support a test-and-learn methodology – so each new touch provides a better member experience than the last.

    With real-time visibility and control for all interactions, our platform makes it easy to see who has been reached and how they responded. Silverlink technology enables seamless integration with your operations and data — and supports business rules — and workflow. All of these features ensure that the healthcare consumer receives a highly personalized and interactive 'touch', based on their preferences and recent behavioral data.

    Campaign Management
    Platform Features


    Flexibility and Scalability

    Multi-Channel Management

    Longitudinal Member Database

    Rapid Experimentation Engine

    Automated Intelligent Workflow

    Business Rules

    Data Integration

    Call Center Integration

    Real-Time Visibility and Auditability

    Key Levers to Move
    Consumer Behavior


  • Analytics

    Actionable Analytics

    It's no secret that credit card companies, fast-food chains and casinos all use marketing analytics to drive consumer behavior. At Silverlink, we use these same techniques to motivate healthy behavior.

    It starts with segmentation – understanding that people are different, no two populations are the same, and that your outreach strategy will differ based on the behavior you are trying to motivate. Our test-and-learn methods draw on techniques from the best consumer marketing companies in the world and allow us to rapidly optimize your communications campaigns.

    Analytics and Healthcare Data

    The predictive elements of consumer behavior don't always neatly apply to healthcare. We know from thousands of controlled tests and more than 250 million consumer interactions that health data is far more predictive than demographic data when trying to drive health behaviors.

    That's why we know that what motivates an individual to purchase a flat-panel TV is far different than what motivates them to engage in their health.

    The key data components to an analytics approach for healthcare communications vary based on population, program, and the behavior you are trying to drive.

    Test and Learn Approach

    Driving Consumer Engagement for
    Lifestyle and DM Engagement


  • Expertise

    Meet Some of Our Healthcare Experts

    Our Singular Focus

    At Silverlink, healthcare is our business. For over 8 years, we have provided deep expertise, creative services, and a consumer marketing focus to help our clients understand the nuances of healthcare consumers — and how to best reach, engage and motivate them to act.

    Silverlink has a team of healthcare veterans with a passion for understanding the true drivers of health behaviors. Our team comes from leading healthcare enterprises, including UnitedHealthcare, Humana, HCSC, CVS Caremark, Express Scripts, Medco, Anthem, McKesson, PharMetrics, Gorman Health Group, Digitas Health, and WebMD. Having worked in executive roles at some of our largest clients, our healthcare experts truly understand the day-to-day challenges you face in reaching your business goals.

    Our Team's Expertise


    Managed Care Operations

    Loyalty and Retention

    Individual Markets

    Pharmacy Conversion

    Medication and Care Plan Adherence

    Population Health & Engagement

    Clinical Messaging & Quality Measures

    Medicare " CMS Compliance

    Medicaid Outreach & Engagement

    Jan Berger, MD, MJ

    Chief Medical Officer


    “Communications is the foundation of good health.”

    Dr. Berger is responsible for Silverlink's population health initiatives leading the company's strategy in areas such as adherence, clinical messaging, HEDIS, engagement and health behavior change. Her lifelong work has focused on using communications to significantly improve health outcomes.

    With over 25 years of business and clinical experience, Dr. Berger is considered a national healthcare thought leader. She holds Chair and Executive Board positions with DMAA, is involved in national committees on quality (NCQA and NQF) and the Center for Health Value Innovation. She is the Editor in Chief of American Journal of Pharmacy Benefit and has published over 100 articles in industry leading journals.

    Jan was previously the Chief Clinical Officer for CVS Caremark. She holds an MD and a Master in Health Law from Loyola University and a certificate in Healthcare Business Administration from the University of South Florida.

    Fred Karutz

    General Manager, Health Plan Solutions

    “To stay ahead of the curve, health plans need to think and act like retailers but with a healthcare perspective.”

    Fred is responsible for Silverlink's strategy in the managed care space with a specific focus on developing effective communications solutions that help health plans improve loyalty, retention and member satisfaction.

    Fred is an innovator in using communications to help consumers better understand the changes brought about by healthcare reform.

    With more than 20 years in the healthcare industry, Fred brings deep expertise in consumer and individual markets. Fred is the former Corporate Vice President of the Consumer Markets Strategic Business Unit at HCSC, the fourth largest health plan in the country. He was responsible for all aspects of the consumer market for nearly one million members. Fred holds a BA from Northwestern University and an MBA from the University of Chicago.

    George Van Antwerp

    General Manager, Pharmacy Solutions

    “The fact that the pharmacy benefit is the most used benefit creates a unique opportunity for both PBMs and health plans to influence health outcomes and consumer behavior.”

    George is responsible for developing innovative communications solutions in the pharmacy space for both health plans and Pharmacy Benefit Managers (PBMs). His focus is leveraging communications to impact operational efficiency, improve clinical outcomes and increase profitability — while educating healthcare consumers on the importance of adherence and cost-effective options for their prescription medications.

    George has deep expertise within the PBM sector, previously holding senior director and consulting positions at Express Scripts and Ernst & Young LLP. His insights about healthcare can be found on his popular blog, Enabling Healthy Decisions. George has a BS from the University of Michigan and an MBA and Master of Architecture from Washington University.

    Jack Newsom, ScD

    Vice President, Analytics

    “What motivates us to purchase a flat panel TV is far different than what motivates us to engage in our health.”

    Dr. Newsom is responsible for providing the overall vision and execution of Silverlink's analytics strategy. His responsibilities include micro-targeting and segmentation of populations, implementing rigorous research methodologies, and testing (and retesting) communications interventions to maximize the impact of communications programs. He is a "champion" of champion/challenger techniques and analyzing data for unique consumer insights.

    Dr. Newsom was Director of Market Solutions of PharMetrics, Inc., where he led project engagements for large pharmaceutical and biotech companies. He is a lecturer at Boston University School of Public Health. Jack has a BA, an MBA, and an MS from Dartmouth College and a Doctor of Science from Boston University.

  • Service Excellence

    Service Excellence

    Service excellence permeates everything we do - from communications program design to creative development; to delivery and driving results; to the exceptional quality that consumers experience as part of every communications program.

    At Silverlink, we take our commitment to service excellence seriously - so much so that we offer performance-based pricing for many of our solutions. Through this model, we partner with our clients to align business objectives and ensure exceptional program results. We have an unparalleled service record that includes greater than 99.9% system availability. That's just one of many reasons our customers consistently rank us alongside some of the premier service companies in the world.

    A Commitment to Service

    At Silverlink, we measure service on five points of performance:

    Member experience

    Client satisfaction

    Application uptime

    Service quality

    Security

    What Our Customers Are Saying

    Silverlink always makes you feel
    like you are their only client.

    - A Leading Regional Plan with 5-Star Rating

    They're not just a vendor, they're a strategic partner.

    - A Top-5 Health Plan

    I value Silverlink because they have excellent understanding of our specific business needs.

    - A Leading Population Health Company

The Predictive Power of Healthcare Data

Leveraging Analytics to
Measurably Drive Behaviors


Jack Newsom, ScD
Vice President, Analytics

Personalized communications targeted to meaningful segments increases the ability to drive behavior.

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Adaptive HealthComm Science™

Learn about the power of consumer marketing analytics in healthcare.

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