Heads up Messages to Increase Call Pick-up Rates

Evaluating the Impact of 'Heads up' Messages on Call Pick-up Rates

Status

UNKNOWN

Phases

Study type

Interventional

Source

ClinicalTrials.gov

Registry ID

NCT05821608

Enrollment

2000

Registered

2023-04-20

Start date

2023-05-01

Completion date

2023-07-15

Last updated

2023-04-24

For informational purposes only — not medical advice. Sourced from public registries and may not reflect the latest updates. Terms

Conditions

Various: Health Insurance Members That Could Benefit From Being Connected to a Specialist, e.g., Orthopedic Doctor to Treat Back Pain

Brief summary

The study aims to investigate whether notifying health insurance members about an upcoming call can increase their pick-up rates. The study will randomize participants into three groups: control group (no message), treatment group 1 (message variation 1), and treatment group 2 (message variation 2). The primary outcome of interest is the call pick-up rate, and the study will also examine the message opt-out rates for the two different messages.

Interventions

OTHERMessage variation 1

Message before call letting member know they will be called (variation 1)

OTHERMessage variation 2

Message before call letting member know they will be called (variation 2)

Study design

Allocation

RANDOMIZED

Intervention model

PARALLEL

Primary purpose

HEALTH_SERVICES_RESEARCH

Masking

SINGLE (Subject)

Masking description

Participants will not know treatment status but callers and investigators will not be blinded to treatment status.

Eligibility

Sex/Gender

ALL

Age

18 Years to No maximum

Healthy volunteers

Inclusion criteria

* The study will include members enrolled in the health insurers' Relay Texting system due to receive an outreach call during the study timeframe. * Enrollment in the study will end when we meet our enrollment target (N=2000)

Design outcomes

Primary

Measure	Time frame	Description
Number of participants who pick up the phone call	The time between the second and first call attempt may vary but will be less than 10 days.	All members in the study will receive two call attempts. The outcome will be positive if the calling nurse gets through to the member on either the first or second call attempt, and negative otherwise.

Secondary

Measure	Time frame	Description
Percentage of participants who opt out of future text messages	We will consider a member as opted out if they opt out of messages within 24 hours of receiving a message as part of the study.	We will measure whether members opt out of receiving any text messages from the insurer in response to the heads up messages.

Contacts

Primary ContactJessica Menard

Jessica.Jackson@highmark.com724-875-9880

Outcome results

None listed

Source: ClinicalTrials.gov · Data processed: Feb 4, 2026