PegaWorld iNspire 2022: Transform the Consumer Experience – at Enterprise Scale (Presentation)

HMHS and Highmark embarked on a journey to deliver enterprise-wide healthcare consumer engagement at scale. The organizations understood that coordinated, channel-agnostic member health journeys can improve health outcomes and the member experience, while also reducing costs. HMHS built out a series of journeys in Pega Customer Decision Hub™ to support member health engagement including journeys focused on closing gaps in care. In this session, you’ll see how HMHS and Highmark gave members access to the best next best actions possible as they traveled through their health journeys on multiple engagement channels.