Wellcare: Two-Way Conversational Texting for Prescription Drug Refill Reminders

Two-Way Conversational Texting for Prescription Drug Refill Reminders

Wellcare would like to make agents aware of a new conversational text messaging program that will help Prescription Drug Plan (PDP) members manage their prescription drug refills. Members with a mobile number on file may receive refill reminders when within, or past, their refill window. In addition to reminding the member a refill is due, the text may also offer the opportunity to have a call scheduled with the member's pharmacy team.

This program offers an additional mode of communication with members to increase prescription drug adherence. Human-like, artificial intelligence (AI) powered messaging will map the intent of a member’s reply to an appropriate response, allowing for personalized member messaging.

• Text messages will always come from “Ava at Wellcare”, however they may come from different phone numbers. Text content will vary based on the member's specific plan information.
• The text messages are intended to be conversational. Members are encouraged to reply and the program will respond with appropriate direction.
• Members may opt-out of pharmacy refill reminders at any time by replying "Stop".

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Example Messaging

In the example below, a text refill reminder was generated following a missed call to the member. The member was offered the opportunity to be connected with their pharmacy to address any questions they may have. The member chose their preferred call time and received a reminder text prior to their scheduled pharmacy call. The member received a call at their scheduled time and was connected with their pharmacy team.

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