Promise Care

A full week of call center work, now done in about an hour.

PromiseCare used Interactly's AI outreach platform to automate large-scale member engagement across its 300,000+ member population, closing care gaps and improving quality measures without adding headcount.

industry

Healthcare MSO

organization

Promise Care

deployment

Population Health Outreach

PRODUCTS

Voice AI

Care Gap Outreach

Annual Wellness Visits

Population Health

300K+

Members supported

100/hr

Calls per AI assistant

20.4%

Positive outcomes

22

FTE equivalent

THE CHALLENGE

Reaching every eligible member, on deadline, without hiring.

PromiseCare manages outreach for more than **300,000 members** across the Nivano Health ACO. Every quality reporting period required thousands of outbound calls for Annual Wellness Visits, preventive screenings, and PCP alignment—most ending in voicemail, wrong numbers, or requiring multiple follow-ups.

The organization needed a scalable way to reach every eligible member, conduct conversations in both English and Spanish, and complete outreach campaigns on deadline without hiring additional call center staff.

‍

HOW INTERACTLY SOLVED IT

One platform, every outreach workflow.

Interactly automated the entire outreach workflow—from identifying eligible members to conducting conversations, recording outcomes, scheduling appointments, and escalating only the conversations that required human assistance. The platform continuously works through outreach campaigns while integrating directly with existing clinical workflows.

AI-powered outbound member outreach

English & Spanish conversations

Care gap identification

Appointment scheduling

PCP alignment

Mammogram & screening campaigns

Annual Wellness Visit outreach

Native EHR integrations

EVERY CONVERSATION FOLLOWS THE SAME PATH

From detect to resolve, on every member.

Detect

Identify eligible members with open care gaps using population health data and quality measures.

Trigger

Automatically launch outreach campaigns based on quality programs, due dates, and clinical priorities.

Engage

Conduct natural conversations in English or Spanish, answer member questions, and verify eligibility.

Update

Schedule appointments, send reminders, document outcomes, and update clinical systems.

Resolve

Close the care gap automatically or hand off to care teams when human intervention is required.

Outcomes

Platform performance

Population served

300,000+ members

Calls sustained per assistant

100 per hour

Staffing equivalent

22 FTEs

Positive outcome rate

20.4% of members reached

Staff time required

10.5 minutes per positive encounter

OUTREACH FUNNEL

~10,400

Calls placed

~ 4,800

Members reached

~ 979

Positive encounters

~46%

Live connect rate

Call distribution

Real numbers, campaign by campaign.

Campaign

Annual Wellness Visits

21.5%

contacted members booked an AWV

Campaign

PCP Alignment

25.3%

contacted members switched PCP

Campaign

Mammogram Campaign (Wellspace)

82.5%

same-day slot fill

Campaign

Early / Annual EED Screening

13.9%

completion to date

Campaign

Mammogram (Sacramento Imaging)

17.4%

completion to date

WHAT CHANGED

The operational shift after deployment.

Population-scale outreach became fully automated across quality programs.

One AI assistant continuously handled outreach campaigns in English and Spanish.

Care teams focused on members who required clinical intervention instead of repetitive calling.

Outreach expanded from wellness visits to mammograms, PCP alignment, EED screenings, reminders, and follow-up campaigns.

The organization completed deadline-driven quality outreach without expanding its call center.

The same AI platform now supports both outbound population health campaigns and future inbound member engagement.

Customer perspective

"What took our call center a full week now takes about an hour. The platform handles repetitive high-volume outreach across our 300,000 - patient population, allowing our staff to focus on patient care while easily expanding to new outreach programs."

Ben Phillips

Chief Executive Officer, PromiseCare

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