Press Release

Comprehensive Set of Automated Outbound and Inbound Call Programs Support Success Across NCQA Accreditation and HEDIS Domains for Health Plans

Burlington, Mass – May 1, 2006 – Silverlink Communications, the leading provider of proactive automated call services for healthcare, today announced that its Quality and Accreditation (Q&A) Solution Suite is available to its healthcare enterprise customers – which include six of the top ten health plans. 

As consumerism – the trend of giving consumers more choice and responsibility in managing their own healthcare – takes greater hold in the industry, health plans are increasingly focused on improving quantifiable measures of their services.  High HEDIS (Health Plan Employer Data Set) scores and NCQA (National Committee for Quality Assurance) Accreditation is critical to health plans’ success as they factor significantly in employer and consumer selection processes.

Health plans are increasingly looking for ways to support their members’ efforts to stay healthy, recover quickly, and live well with illness.  Silverlink’s Q&A Solution Suite helps plans achieve success across many of these dimensions while also supporting outreach programs focused on increasing member access to healthcare and connecting members to qualified providers.  The Suite includes templates for over 25 Q&A call programs, structures to help map the appropriate calls to the member’s lifecycle, and support services from Silverlink’s healthcare solutions experts.

 “Focusing on the member relationship and actively working to improve quality metrics are clearly competitive differentiators for health plans today,” said Stan Nowak, Silverlink president and CEO. “The most successful plans incorporate high impact member communication as a critical component of their HEDIS and NCQA Accreditation agendas.  Improving quality scores is not about delivering more information.  It’s about delivering the right information, at the right time, in digestible increments.  Delivering a brief colonoscopy reminder around a member’s 50th birthday is a great example.  It’s a win for the consumer, who benefits from the peace of mind of a negative test or the early detection of a positive result.  It’s a win for the plan, which enhances its relationship with the member, its HEDIS scores, and quite possibly the overall health of the member.  I’m happy that our customers are leveraging Silverlink in their Q&A strategies and I look forward to sharing in their successes as they take advantage of the full breadth of this new Q&A Solution Suite.”

Driving Quality Healthcare, Member by Member

Silverlink’s Q&A Solution Suite offers templates for more than 25 call programs.  Each template includes customizable scripts, delivery policy recommendations and best practice guidance to help customers educate members and drive healthy behaviors.  The calls are grouped into categories to help plans maximize their efforts in the following areas:

1. General Member Outreach (e.g. multi-topic welcome calls, general health risk assessments [HRAs], member satisfaction surveys)
2. Reminders to Help Members Stay Healthy (e.g. mammograms, colonoscopies, immunizations, flu shots)
3. Reminders to Help Members Get Better (e.g. follow up appointments post hospitalization)
4. Reminders for Members Living with Illness (e.g. diabetes screening reminders)
5. Prescription Education, Adherence and Safety (e.g. beta blocker persistency check-in)
6. Health Coaching and Disease Management (e.g. program recruitment and disease specific HRAs)
7. Health Promotion and Program Outreach (e.g. wellness program availability)

The Silverlink Q&A Suite supports health plans’ success across all HCQA and HEDIS domains. NCQA is an independent national organization that reviews and accredits managed care plans and measures the quality of care offered by managed care plans.  HEDIS is a set of standardized measures of health plan performance. HEDIS allows comparisons between plans on quality, access and patient satisfaction; membership and utilization; financial information; and health plan management.

Copyright © 2007 Silverlink Communications. All Rights Reserved.

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