Customer story
eternalHealth, a Medicare Advantage plan serving members in Massachusetts and Arizona, has used Zynix outreach and care management workflows since January 1, 2026.
Request a demo See the workflows
Segment
Medicare Advantage plan
Markets
Massachusetts, Arizona
Using Zynix since
January 1, 2026
Announced
June 2, 2026
The challenge
eternalHealth focuses on preventive and chronic care management for older adults. Its care managers wanted to reach more members, and the right members at the right time, for preventive care, chronic condition management and timely follow-up, and to know whom to contact first when resources are constrained.
Source: joint announcement by eternalHealth, Zynix AI and nirvanaHealth, June 2, 2026.
Workflows
Zynix outreach and care management workflows run alongside nirvanaHealth, which keeps member and operational information centralized.
Zynix
Ranks members by open care needs, so care managers know whom to contact first.
Care managers
Care managers decide the plan for each member and own every clinical conversation.
Agent
Reaches members to close preventive and chronic care gaps, and follows up on time.
Care managers
Escalations go to eternalHealth’s care managers.
Zynix
Connects outreach to the next action, with member information kept central through nirvanaHealth.
Care managers
The organizations share governance and reporting, with phased implementation and performance monitoring.
Care management Demo Sample data
Member outreach queue
Today · ranked by care need
Mbr 3108 · Colorectal screening due
Preventive care
Outreach agent
Queued
Mbr 2215 · Discharged two days ago
Follow-up call
Outreach agent
Reached
Mbr 1904 · Asked to speak with a nurse
Routed from outreach
Care manager, RN
Escalated
Mbr 2750 · Diabetes follow-up due
Chronic care
Outreach agent
Booked
Care managers see whom to contact first; questions route back to them.
Illustration of the workflow with sample data. Not eternalHealth patient data.
Goals
What the partnership is built to do at eternalHealth
Focus area
The goal
How Zynix supports it
Member engagement
Reach more members, and the right members at the right time.
Outreach agents contact members for preventive care, chronic condition follow-up and reminders.
Care manager capacity
Know whom to contact first when resources are constrained.
Worklists ranked by care need, with escalations routed to care managers.
Quality and experience
Support quality initiatives tied to Star Ratings and member satisfaction.
Timely follow-up on the measures and members the plan targets.
On the record
“eternalHealth is committed to meeting members where they are with proactive support that improves outcomes and experience. Partnering with Zynix AI strengthens our ability to engage members consistently and efficiently, support our care management teams, and advance our quality goals in Massachusetts and Arizona. Combined with nirvanaHealth’s centralized infrastructure, this partnership helps us deliver high-touch care with smart, modern, and cost-sensitive tools.”
Pooja Ika Founder and CEO, eternalHealth Read the announcement →
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Built for
Health plans Stars, HEDIS gaps and member outreach →
Products
All AI agents How agents work with your care team →
Care plans TCM, AWV and CCM workflows →
We’ll show the workflows eternalHealth uses, on sample data, and what it would take to run them in your organization.