Consumer directed healthcare (CDH) is a major development in the USA.  Requiring patients to take more fiscal responsibility for their healthcare and consequent expenditures it is anticipated CDH will make consumers better educated about the most effective use of healthcare resources, promote healthy lifestyles and make them “more enlightened purchasers”. 

In this environment new communication strategies are critical to enhance member services and drive member retention through personalized contact at critical points in time. Automated communications represent the most effective way to reach out to MCO members across a wide range of program areas, delivering improved member services at reduced costs and drive incremental revenue.