Errol Pierre

We were donating masks at food pantries.

We were donating PPE.

We were in these communities.

Our digital approach is digital first.

It's never digital only.

Whether they wanted to

see us virtually or see us in person, we had an opportunity for them to see us.

The one other thing I'll say too is some of it was hybrid, partially in person, partially digital.

So even in the community office, if you were in person, we still had a paperless approach.

So using technology, someone could take a picture of the document with their phone and text it to our rep, and our rep could take it and upload it.

So even in an in-person mode where we had social distancing, masks, plexiglass, there was still the ability to use digital tools, even when we're in person.

They have different data sets that look at social risk.

And so, it's not a predictive model, but it's more so based on the zip code, the language spoken, the census tract data.

It tells you a social index score to say these folks potentially are more vulnerable than other folks.

Obviously, we can back that up with some of our internal information and anecdotal from what we know from the field and some of the claims that we see.

We were able to segment our population based on this data so that we know if we enroll a member from that neighborhood, for example, there's a high likelihood there's going to be a higher disease burden.

There's a high likelihood that this member is going to need care management.

So we're proactively engaged in that member early on as they enroll, as opposed to just waiting for something to happen.

So we're getting better and better at using analytics to be proactive in our care management approach that's just starting.

But we absolutely use data so we could better serve our members.