How Tabula Rasa HealthCare Increased Member Engagement by 20% with Prove

Goal : Improve member engagement;
improve member contactability

Industry:  Healthcare


Tabula Rasa HealthCare (TRHC) needed a way to update and append existing member data records and address missing or inaccurate phone numbers in order to better engage with members. It also needed to enhance privacy to comply with HIPAA regulations.


TRHC implemented Prove Identity Manager™ to correct patient records for missing and inaccurate phone numbers, resulting in an increase in member engagement.


Records examined with missing or inaccurate phone numbers


Of records corrected with Prove Identity Manager™


Increase in member engagement* after phone numbers were corrected
*as measured through Comprehensive Medical Review completions

TRHC provides medication safety solutions that empower healthcare plans and consumers to optimize medication regimens, combatting medication overload and reducing adverse drug events – the fourth leading cause of death in the US. TRHC’s proprietary technology solutions, including MedWise®, improve member outcomes, reduce hospitalizations, and lower healthcare costs.

Accurate member contact information is critical

For companies like TRHC, which are focused on member outcomes and rely on patient data from health plan clients to communicate with patients via telephone, it is critical to have the most up-to-date and accurate member contact information.  
Unfortunately, missing or outdated phone numbers and contact information is a common problem with today’s healthcare records, with many health plans seeing up to 50% of phone numbers with missing or incorrect information. These inaccuracies and deficiencies can be barriers to the timely provision of services. By partnering with Prove, TRHC can more easily overcome these data barriers with automatic data updates to TRHC systems as changes occur.

Prove Identity Manager technology can significantly enhance our ability to engage more members, leading to better outcomes,”

Farah Madhat, PharmD, MA, Executive Vice President,
MedWise HealthCare Division at TRHC

Overcoming missing
and outdated phone
numbers for better
patient outcomes

TRHC used Prove’s Identity Manager technology to examine 40,000 records with missing and inaccurate phone numbers for a health plan client. Through Prove Identity Manager, TRHC was able to correct 87% of the contact information, translating to a 20% increase in member engagement rate. In other words, the health plan was able to drive 20% more Comprehensive Medical Review (CMR) completions after phone numbers were corrected through Prove Identity Manager compared to the rate before Prove Identity Manager was used.

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