Health plans know that closing care gaps start with one thing: reaching members. But deciding how to reach them, by building an in-house outreach program or partnering with a specialized vendor, can determine whether you meet your engagement goals or fall behind.
In-House Promises
In-house programs promise control but often come with a hidden cost. From hiring and training to technology and management, the effort to stand up a dedicated outreach team quickly adds up. A campaign targeting 20,000 members may require up to 13 full-time employees to make 100,000 calls over four months, costing more than $200,000, a cost that does not include recruiting and onboarding new hires, any additional technology needs, or maintaining infrastructure on an ongoing basis.
Beyond the price tag, there is the question of speed and focus. Internal teams balancing multiple priorities may struggle to move quickly or maintain consistent, high-quality interactions. Launching a new program can take months, time that could mean missed opportunities to engage members and improve outcomes.
Outsourcing with Impact
Partnering with an experienced outreach vendor like ReferWell can change the length of time between idea and execution. With a team of trained Care Navigators dedicated exclusively to member engagement, plans gain the ability to:
- Launch campaigns 3-4X faster, often in as little as 4-6 weeks
- Reach 2.5X more members and close 6X more care gaps
- Maintain an 82.5% appointment show rate, well above industry benchmarks
ReferWell’s empathy-focused approach ensures every member interaction enhances satisfaction and contributes to positive health outcomes. Six weeks of specialized training prepares Care Navigators to handle complex conversations with compassion and clarity, creating a member experience that drives loyalty and measurable results. These specialists are 100% dedicated to outreach and scheduling, they aren’t trying to balance these tasks on top of other job-related activities.
Making the Decision: Flexibility and Fixed Costs
Building internal capacity means hiring, training, and managing new employees, along with covering infrastructure and workspace costs. By outsourcing, you eliminate the need to hire additional staff, freeing up resources for other priorities. Outsourcing also offers the flexibility to scale up or down with a partner as needs change. Seasonal campaigns, market shifts, or new quality initiatives no longer require months of internal coordination, just a call to ReferWell.
Choosing between outsourcing or expanding internal capabilities requires thoughtful evaluation. When considering a move to an outsourced model, consider asking your team these questions:
- Can your internal team launch campaigns within 4-6 weeks to meet market needs?
- How much would hiring, training, and infrastructure cost for your internal outreach campaign versus outsourcing?
- Are internal processes currently engaging members at a sufficient rate?
- Do you have the internal flexibility to handle sudden spikes in outreach demand or seasonal programs?
- Can you risk not hitting your engagement targets or missing the mark for member needs, causing quality scores and member satisfaction to suffer?
Outsourcing removes operational burdens while simultaneously improving quality performance, cost efficiency and member experience. Effective member outreach is about connecting people to the care they need, when they need it, not checking a box and moving on. Whether you’re facing staffing challenges, limited technology, or slow internal approvals, outsourcing with ReferWell delivers results that are fast, scalable, and proven.
Ready to see the difference for yourself?
See how ReferWell can help your health plan boost engagement, close care gaps, and cut costs without the complexity of building in-house. Download our guide today: Your Strategic Guide to Member Outreach: Build vs. Outsource
