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Mitigate the Annual Impact of Medicaid Redetermination

Help ensure your members’ continued access to care with proactive digital outreach

Healthcare
Health Plans
Medicaid Redetermination

Ensure continuity of care and maximize revenue

Millions of individuals have lost their Medicaid coverage as states have resumed redetermination – the majority due to procedural reasons.

Helping eligible individuals maintain Medicaid coverage requires immediate action and personalized assistance. With Firstsource Medicaid Redetermination services, you can quickly connect with your members to support renewal and ensure continuity of care.

Improve member communication and outreach with multi-channel outreach

Move from a reactive member follow-up mode to proactive digital engagement – from Day 1

Convert potential member disenrollment and revenue-at-risk scenarios into continuity of care and revenue maximization

Design a solution that works best for you

Our modular Medicaid Redetermination solution blends digital engagement with proactive outreach, helping you reach your members with critical information about renewal, and improve response rates within 30 days of implementation. With our scalable, compliant, and flexible solution, you can pursue a course of action that best fits your business needs.

Data quality and enrichment

  • In compliance with the FCC regulations, utilize the Reassigned Numbers Database (RND) to verify member phone numbers prior to outreach
  • Enrich campaign data for right phone numbers (subject to state and health plan approval)

Multi-channel digital outreach

  • Rapidly scale outreach: ensure comprehensive member contact
  • Simplify communication: use SMS, email, live agent voice calls, to drive education and awareness with multi-language support in English and Spanish Respond to inbound inquiries
  • Provide 24/7 support self-service microsite enables convenient, online appointment scheduling, directs eligible members to the state renewal portal, and nudges ineligible members to the marketplace to explore alternate coverage options

End-to-end application assistance

  • Personalized assistance: trained, state-certified agents* help members with state portal navigation and completing renewal forms (*subject to state approval and Case Assistance Affiliate training)
  • HIPAA-compliant video-calling, co-browsing, screen, and file-sharing tool to facilitate two-way collaboration
  • Easy to use, web-based, no download or installation required

Stay ahead with Firstsource

Deliver personalized experience

Improve engagement with a seamless, personalized assistance.

Improve member retention

Ensure timely submission and reduce member churn with proactive outreach and support

Ensure compliance

Meet CMS mandates, track performance with dashboards that offer granular visibility into day-to-day progress

Rapid implementation

Ready-to-go platform: secure, cloud-based, no integration with health plan network required

Leading Texas-based Medicaid Health Insurer selects Firstsource to help members with Medicaid Redetermination

 

  • Client wanted to reduce member confusion by educating them about the Medicaid Redetermination process during the PHE unwinding, ensuring they are adequately prepared to submit renewal forms on time.
  • Firstsource’s end-to-end Medicaid Redetermination solution helped educate, ensure comprehensive outreach across member cohorts via digital channels to ensure members had 24/7 support and personalized virtual assistance required to ensure continued access to care.
  • The result? Nearly 24% members filed a completed application, of which >35% were re-enrolled/re-certified, ensuring member retention and revenue integrity for the client.

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