The How-To Guide for Improving Member Engagement

Member outreach fails for predictable reasons: the wrong channel, the wrong time, and a script that does not explain why the call matters to the member.

Start with the measure, not the list

Work backwards from the gap you need to close, then decide who to call.

Make the first thirty seconds count

• Say who you are and why this call helps them
• Offer the next step in the same conversation
• Record the outcome where the care team will see it

Measure what happened, not what was attempted

Connection rate matters more than dial count.