Tech, Behavioral Science & Human Connection: How AdhereHealth Improves Member & Patient Health

Why It Matters

Improving adherence through personalized, data‑driven engagement cuts healthcare costs, boosts plan star ratings, and delivers better outcomes for patients, making it a critical lever for Medicare Advantage profitability and quality.

Key Takeaways

• Personalized behavioral science drives medication adherence for Medicare Advantage members
• Multi-channel outreach addresses cost, access, and caregiver stress barriers
• AI predicts non-adherence, prioritizes outreach, but human empathy remains essential
• Plan’s adherence rates rose 15%, boosting star ratings and bonuses
• Integrated care coordination reduces costs for payers, patients, and providers

Summary

The video spotlights Adhere Health’s blend of technology, behavioral science, and human empathy to boost medication adherence among Medicare Advantage members. Chief Experience Officer Chandra Osborne explains how the company identifies over 30 personal barriers—cost, access, caregiver duties, misunderstanding, side effects—and tailors interventions for each individual.

Using predictive analytics, Adhere flags members at risk of non‑adherence and deploys a multi‑channel outreach strategy: texts, phone calls, EHR‑linked provider contacts, and upcoming digital feeds. A highlighted case follows a 60‑year‑old member caring for an elderly mother; after empathetic listening, the team arranged auto‑refills, mail‑order delivery, financial assistance, and food‑bank referrals, ultimately achieving an 80%+ proportion of days covered.

Osborne notes that the plan’s overall adherence rose 15% year‑over‑year, and engaged members were 33% more likely to stay adherent than those untouched. The approach not only improves clinical outcomes but also lifts CMS star ratings, unlocking bonus payments for the payer.

The broader implication is a scalable model where AI identifies high‑risk members, but human‑centered coaching and coordinated support drive lasting behavior change—positioning Adhere Health as a strategic partner for insurers seeking cost reductions, better health outcomes, and stronger performance metrics.

Original Description

The Empty Promise of Automated Outreach and The Messy Reality of Human Connection.

Healthcare relies too heavily on automated text messages to fix complex human problems. People do not skip their medications just because they are forgetful.

Chandra Osborn, Chief Experience Officer at AdhereHealth, breaks down what actually works to keep patients on track. She shares how her team moves beyond simple nudges to address real world barriers like food insecurity and caregiving stress. You will learn how the right mix of technology and human empathy directly impacts patient outcomes and Star ratings.

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Learn more about AdhereHealth at https://adherehealth.com/

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⏰ Jump to the Moments That Matter

0:00 The Truth About Motivating Plan Members

2:31 The Real Reasons Patients Miss Medications

3:44 A Surprising Example of True Care Coordination

8:02 Financial Incentives For Keeping Patients Adherent

10:29 Building Trust Through Active Listening

12:01 Why AI Cannot Replace Human Empathy

13:04 Blending Nudges With Behavioral Science

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