Payers
The Member Engagement Platform Payers Use to Close Care Gaps and Drive Quality Care
WestCX Orchestrate™ is an AI-native platform that works across your existing claims platforms, CRMs, and member communication systems to coordinate proactive, personalized member engagement at scale—reducing cost-to-serve, closing care gaps, and improving quality scores that directly impact plan performance and member outcomes.
Challenges
Your Members Aren't Getting the Right Message. Your Quality Scores Are Paying for It.
Preventive care gaps are widening
When outreach is generic and poorly timed, members delay care and conditions progress untreated, often leading to higher-cost, avoidable interventions.
Enrollment friction drives members to drop-off
Disconnected communication creates confusion during the onboarding process, increasing cost-to-serve, delaying coverage activation, and eroding member satisfaction.
Quality scores won’t budge
Generic or inconsistent outreach fails to engage members, leaving Stars, HEDIS, and CAHPS measures flat and revenue on the table.
Diverse populations are often underserved by one-size-fits-all outreach
When communication fails to reflect language, health literacy, and channel preferences, engagement drops, putting quality outcomes and regulatory performance at risk.
BEFORE
The Status Quo
Members overdue for preventive screenings and chronic care check-ins slip through the cracks, with no visibility into where, when, and why member engagement broke.
AFTER
How WestCX™ Helps
WestCX Orchestrate identifies members with open care gaps and triggers personalized, multimodal outreach across each member’s preferred language and channel to drive timely engagement and close gaps in care.
OUTCOME
Preventive care completion rates grow up to 41% and care gaps close.
Who Uses WestCX
One Platform, Built for Every Team That Touches the Member Journey
Health plan performance is a team effort. WestCX Orchestrate supports every team that plays a role in getting there.
Automate routine inbound inquiries, so your team spends less time on calls they shouldn't have to take and more time on the members who need them most.
Deploy timely, personalized outreach that keeps high-risk members engaged between provider visits.
Execute targeted member acquisition and re-engagement campaigns across every channel with the segmentation, personalization, and performance tracking needed to move enrollment numbers and campaign ROI.
Track, measure, and optimize the member outreach that drives Stars, HEDIS, and CAHPS performance with end-to-end visibility across every campaign, interaction, and member population.
Built to Work Within Your Existing Technology Stack
Resources
Learn How Health Plans Like Yours Are Transforming Member Engagement
Effective Payer Member Engagement: Strategies and Best Practices
Most payers tend to measure engagement by what’s easy to count. But touchpoints, portal logins, and outreach volume don’t say much about whether a member actually did something differently because of them. That’s where the gap starts to show.
Customer Experience Management in Banking: Getting It Right
It's not hard to convince banks that customer experience matters. Every financial institution already knows it does. The harder challenge is delivering that experience consistently when customers move between your mobile app, contact center, branches, relationship managers, and every other touchpoint in between.
The Case for Proactive Notifications: Fewer Inbound Calls, Better CX
In a way, customer service has always been built around supporting customers after they reach out. That approach creates unnecessary work and frustration for everyone involved because most requests can be addressed much earlier in the customer's journey. That's the point where the problem has just started taking shape, making the customer wonder whether their payment went through or if their appointment has been cancelled.
How IVAs Outperform IVRs on Containment Rate
Higher containment rates have long been seen as a winning self-service strategy. Every call resolved without involving an agent naturally reduces your operational costs, shortens wait times, and frees your team to focus on more complex conversations.
Let's Talk About What Better Member Engagement Could Mean for Your Health Plan
Whether you're trying to move Stars scores, close care gaps, or simply reach more members more effectively, WestCX Orchestrate is built to help. Let's start with a demo.
