For those who find they no longer qualify for Medicaid, there are options. ACA plans have enhanced subsidies through 2025, making it more affordable, and some recipients will now qualify for Medicare. Additionally, an increasing number of people currently enrolled in Medicaid also report being enrolled in private insurance.
For Medicaid recipients in this category, it will be key to quickly communicate this information to ensure the fewest number of people possible experience coverage disruption or gaps in coverage.
How TTEC Digital Can Help
Outcomes are going to differ, as each state faces a unique balancing act while they chart their path forward. But improving state eligibility systems, streamlining renewal processes, and communicating early and often with enrollees about the steps necessary to complete a renewal (or if no longer eligible, transitioning to the ACA marketplace) will go a long way in maintaining a positive citizen experience.
While nearly every state accepts information by mail or in person, fewer offer other options: only 39 states allow individuals to submit information over the phone, while 41 allow information to be submitted through online accounts. A convenient online portal can allow people who might otherwise slip through the cracks to be contacted and submit information in a timely fashion.
Proactively Perform Outreach
For some states, it has been three years since they’ve done outreach on enrollment: the contact information and addresses on file may no longer be accurate. To solve this issue, agencies can reach out to members through SMS to confirm the address on file and have the member text back to confirm or update their contact information. Agencies can also use SMS to instruct members to look for their renewal notice in the mail and remind them when the renewal letter is due back.
Prepare for Unexpected Challenges
Many people have moved over the past few years, and qualified members should not lose coverage due to returned mail. Many state agencies don’t have the capacity to handle returned mail. Programs that use multichannel communications can extract data from forms and renewal documents to send customized messages over text and email to ensure contact with the recipient and give them time to renew their coverage.
Implement Strategic Automation
Strategic automation can help to avoid creating long hold times. As we’ve covered in our blog before, automation can be a great tool to strategically address bottlenecks, especially when employee attrition is a challenge. Automation can even help with reaching out preemptively, ensuring that citizens are getting the information they need in a timely manner. For example, agencies can handle increased call volumes by configuring a FAQBot to answer commonly asked questions, reducing the number of callers who need to speak to a live agent. By reserving live agents for more complex questions, FAQBots can help lessen the backlog.
Virtualize Contact Centers
The Alaska Department of Health and Social Services (DHSS) was able to streamline their citizen experience by creating a single, statewide Virtual Call Center that removed the need for long wait times on hold or in the lobby. This confidential and secure platform helped them streamline the eligibility process and made access to Medicaid, Supplemental Nutrition (SNAP), and other assistance programs easier.
Improve and Streamline Reporting
Starting April 1, CMS will require states to begin reporting on specific metrics on their Unwinding progress, adding yet another time-consuming process to agencies feeling stretched, and increasing the risk of error. Programs that can quickly import data from all of an agency’s data sources into a single source of truth through interactive dashboards can simplify and automate this process, freeing up agents to work on other tasks while remaining compliant with reporting requirements.
Build towards a Digital Front Door
We’ve written about the potential of the Digital Front Door in Public Sector before—the idea of pulling together all government services into an organized single pane of glass in order to make it more accessible—and that idea was built for this exact situation. By making it easier to access resources and using data to personalize experiences, state governments can improve and streamline citizen experience.
The stakes for experience in the public sector are slightly different than they are for private industry businesses. Over time, good experiences can help build trust in the government. Bad or frustrating experiences, on the other hand, can have severe consequences – like disruption in the health coverage designed to support them when they need it.
Regardless of what CSP you’re working with, we can work with you to find a solution that improves citizen experiences and ensures you remain compliant with all necessary security protocols. A little prevention and investment on the early side goes a long way in building support and protecting citizens.