Supporting the Transition from Hospital to Home
In 2024, the CDPHP Hospital to Home (H2H) program expanded its reach and impact. Of eligible members:
This year, the team also piloted a new Welcome Home initiative to support members in observation status, or those who are often ineligible for traditional care management services. The pilot reduced 30-day readmission rates across four of the five participating hospitals. CDPHP made 12,896 Welcome Home calls in 2024 alone.
Additionally, the team placed navigators in multiple hospitals, helping schedule more than 350 post-discharge provider appointments and make nearly 500 social needs referrals.
Support also included transportation, pharmacy and medical equipment delivery, post-acute care services, home-delivered meals through Mom’s Meals, and more. As a result, CDPHP improved its Transitions of Care (TRC) HEDIS measure from 85% in 2023 to 86.2% in 2024.
White Glove Customer Service Training
CDPHP is not only committed to ensuring high-quality care for our members, but we also strive to improve the experience of care and level of satisfaction with network providers. That is why the CDPHP enterprise training team developed a no-cost “White Glove” customer service training program for administrators and employees of medical practices within the CDPHP provider network. In 2024, CDPHP continued to expand its White Glove Customer Service training. We held:
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24 Zoom training sessions for 175 customer service representatives,
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23 Zoom sessions for 65 leaders,
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17 in-person sessions for staff at Community Care Physicians and New York Oncology Hematology, reaching a total of 270 staff.
These important trainings are now incorporated into onboarding for new CDPHP employees and new hires at key provider offices.
Meeting Members Where They Are
In 2024, the member services team was proud to achieve a 98.6 percent customer satisfaction score based on more than 98,000 post-call surveys completed by customers. The customer service team monitors all feedback and uses it to develop innovative improvements to eliminate or reduce customer friction. Below are some of the enhancements implemented by the team:
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Addition of new email notifications for Medicare members during open enrollment that their ID cards will be coming soon.
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Enhanced member EOPs to provide clearer, more informative language, reducing member confusion and ensuring a better understanding of EOP statements.
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Development of future effective ID cards for members to view prior to their new enrollment in their online member account.
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Enhanced the digital search results on cdphp.com and in CDPHP online member accounts.
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Designed and enhanced our national network communications.
Enhancing Member Benefits and Family Support
CDPHP continued to offer members tools to support their entire health journey. Through Ovia Health™, members had access to personalized support for reproductive health, parenting, menopause, and more.
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3,519 members enrolled in an Ovia app in 2024, with an average of 37 engagements per member per month.
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59% of pregnant members enrolled in their first trimester.
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Ovia users were more likely to attend postpartum visits and less likely to have a preterm birth or C-section.
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27% of users reported avoiding unnecessary visits to providers thanks to coaching support.
Grateful CDPHP member Kyla Pemberton and her family shared their experience using Ovia Health throughout pregnancy and postpartum care, highlighting the program’s impact.
Sources include:
Analysis conducted by Next Health Technologies, in partnership with CDPHP included 271 Ovia users (~26% Medicaid), compared to 1,355 non-Ovia users (~23% Medicaid) from 12/9/21-3/1/23
Analysis conducted by Ovia Health, in partnership with CDPHP, included 173 Ovia users, compared to 7,772 non-Ovia users who engaged from 12/9/21-11/1/23. C-section rate derived among multiparous members
Member reported data within in the Ovia Health apps