Motivating a plan member or patient to take the next best action is not easy. Doing it with empathy at scale is even harder. AdhereHealth is proving it’s possible and the company recently helped a plan improve medication adherence rates in a high-risk population by 15%.
Healthcare IT Today sat down with Chandra Osborn, Chief Experience Officer at AdhereHealth to find out more. We caught up with Osborn at the recent RISE National 2026 conference in Tampa, FL.
Core Insight: While AI is incredibly powerful for identifying risk and prioritizing outreach, true behavioral change in healthcare still requires the heavy lifting of empathetic human connection.
Patients Have Medication Challenges
“There’s a widely held misconception that the reason why people don’t take their medications is because they forget or they really don’t care about their health,” explained Osborn. “The reality is there’s over 30 reasons… we’re talking cost, we’re talking access, we’re talking life stressors.”
To break through this friction, AdhereHealth leverages evidence-based approaches like motivational interviewing. “We have to build rapport with the member,” noted Osborn. “We use a lot of active listening. We have to be very gentle. When we use those approaches, members really open up and we can better help them.”
Addressing the Root Problem
Osborn shared an example of one member who repeatedly missed her medication refills because she was overwhelmed caring for her sick mother. Instead of relying on automated text reminders (which didn’t work), the clinical team pivoted to address the root of the problem. They secured 90-day mail-order scripts, connected her with a local food bank, provided financial assistance guidance, and aligned her prescriber to reinforce the plan.
The key, according to Osborn, was earning the trust of the member.
The results realized by AdhereHealth are impressive. Members who engaged successfully with this highly personalized engagement were 33% more likely to end the year taking their medications as prescribed. Not only does this keep patients out of higher-cost care environments, but it also directly boosts Star ratings and secures bonus payments for the health plan.
What Healthcare IT Leaders Are Asking
How do we effectively blend AI with human-in-the-loop workflows? AI is exceptional at pointing out the next best action and prioritizing which patients need immediate attention, but it cannot empathize or build trust. A co-pilot approach works best with AI handing off its insights to the clinical experts and patient-facing staff who can work to remove real-world barriers.
Are patient engagement platforms motivating patients to be healthier? Basic automated text reminders might work for simple nudges, but they fall short for complex behavioral challenges. True motivation requires platforms that are equipped to capture, integrate, and act on complex social determinants combined with active listening, motivational listening, and other behavioral science techniques.
Learn more about AdhereHealth at https://adherehealth.com/
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