Press Release

Successful Outreach Programs Provide More Complete Healthcare Coverage for Seniors and Increased Health Plan Revenues

Burlington, Mass., and Cleveland, Ohio – Silverlink Communications and HumanArc today announced results from their work together to provide critical healthcare coverage information to seniors who are eligible for both Medicare and Medicaid. Today there are 14.8 million Medicare beneficiaries who, because of their income level, are also eligible for Medicaid. Currently only 6.3 million, or 40 percent, of these dually eligible seniors are enrolled in both programs. 

Using Silverlink’s automated call services, HumanArc has been deploying dual eligible outreach programs on behalf of 16 of its heath plan clients since the companies began working together in November, 2005. The calls, delivered in English and Spanish, verify the identity of the recipient, provide educational information and offer the option of transfer to a live agent for more information, or to pursue enrollment in a Medicare Savings Program (MSP) or a Medicare Part D program. So far, nearly 15 percent of those reached have elected to transfer to a HumanArc representative, a success rate that far exceeds those obtained via mail and other communication vehicles.

“We believe that enrolling and retaining dual eligible members should be a significant element of any Medicare Advantage plan’s strategy,” said Michael Baird, HumanArc President and Chief Executive Officer. “Enrolling the dually eligible enables plans to get a higher monthly capitation from the Centers for Medicare and Medicaid Services. Success in this endeavor will not only augment the health plan’s revenue, but also will help ensure more complete coverage for our country’s poorest seniors. This is one of those rare but wonderful situations in which companies have an opportunity to positively impact their financial results while providing real help to people who need it. The challenge is getting in touch with these folks to let them know what’s available and then get them enrolled.  Working with Silverlink gives our health plan customers access to the most effective outreach services available. Plans now have the means to affordably and effectively interact with the dually eligible, which is very exciting.”

Stan Nowak, Silverlink President and Chief Executive Officer, shared Baird’s enthusiasm about the companies’ work together. “Silverlink’s services are being used to improve consumers' experience of healthcare in many different ways, but I’m always especially excited when we’re able to contribute to efforts that impact the most vulnerable populations. Effectively communicating with the dually eligible population is important work. Important - and not easy. If you reach out to these folks the same way you communicate with a 32-year-old who’s in perfect health and in the prime of her career, you’re going to be disappointed by the results. Our experience has given us great insight into how to deploy an effective call program to this unique population. I’m really pleased that Silverlink is now able to pair that knowledge with HumanArc’s impressive record of helping lower income elderly Americans obtain more complete healthcare coverage."

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