The study aims to investigate whether notifying health insurance members about an upcoming call can increase their pick-up rates. The study will randomize participants into three groups: control group (no message), treatment group 1 (message variation 1), and treatment group 2 (message variation 2). The primary outcome of interest is the call pick-up rate, and the study will also examine the message opt-out rates for the two different messages.
Study Type
INTERVENTIONAL
Allocation
RANDOMIZED
Purpose
HEALTH_SERVICES_RESEARCH
Masking
SINGLE
Enrollment
2,000
Message before call letting member know they will be called (variation 1)
Message before call letting member know they will be called (variation 2)
Number of participants who pick up the phone call
All members in the study will receive two call attempts. The outcome will be positive if the calling nurse gets through to the member on either the first or second call attempt, and negative otherwise.
Time frame: The time between the second and first call attempt may vary but will be less than 10 days.
Percentage of participants who opt out of future text messages
We will measure whether members opt out of receiving any text messages from the insurer in response to the heads up messages.
Time frame: We will consider a member as opted out if they opt out of messages within 24 hours of receiving a message as part of the study.
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