Introducing REACH: Our Member Engagement Solution
REACH stands for Retention Engagement Actions for Coverage & Healthcare. It's Epiphany's solution for keeping members covered, engaged, and compliant under pressure. Built around four integrated service streams, REACH covers the full member journey, from first outreach to final outcome. It's designed for MCOs, providers, and states who need outreach that keeps pace with policy change, combining high-volume outreach with dedicated compliance support and technology that scales without added overhead.
Retention Sprint Desk
The Retention Sprint Desk reaches members before deadlines close in. It tackles the core challenge of rising outreach volume, working from pre-notice through to outcome and analysis.
Our agents prioritize members by risk, focusing the most intensive outreach on those hardest to reach. Inbound and outbound support run in parallel, absorbing questions as official notices land and turning awareness into action.
Work Requirement & Advocacy Hub
The Work Requirement & Advocacy Hub turns compliance rules into completed steps. It tackles the added complexity of new eligibility rules, with dedicated Compliance Coaches contacting members directly, walking them through documenting qualifying work, education, or community service hours. The team also proactively identifies members who qualify for exemptions, reducing avoidable coverage loss before it happens.
Member Intelligence & Continuous Improvement
Member Intelligence & Continuous Improvement makes outreach smarter with every cycle. We analyze behavioral data, contact center insights, and engagement outcomes, learning what channels work best, when members respond, and where campaigns fall short.
That insight shapes stronger strategy each cycle, improving ROI over time and providing defensible reporting if audit scrutiny increases. It matters most when programs are scaling fast and can’t afford to guess.
Member Engagement Platform
The Member Engagement Platform is the technology backbone behind it all. Centralized member data, predictive risk scoring, and integrated multi-channel communication, voice, text, chat, and email, work together so nothing falls through the cracks.
It gives every agent a single view of the member, and gives your team real-time visibility into what’s working. That means we operate at scale without fragmentation, and without costs rising in lockstep with volume.
Yesterday was a HUGE milestone for our software rollout to thousands of home healthcare workers and I wanted to say “thank you.” We are very appreciative of the effort, leadership, drive, and dedication Epiphany put into making our software launch a success.
Project Manager
Public Sector Health Organization
One of Epiphany’s agents single-handedly addressed our over 200 outstanding tickets in a day, allowing me to quickly perform a clean query pull. This agent played a major role in our progress, and it was noticed by our clients.
Director, Customer Care
Leading Technology Provider
I must say, Epiphany’s trainers are phenomenal
Provider
Leading Healthcare Institution
