Reimagining Medicaid engagement

A modernization playbook for states and MCOs

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Medicaid agencies and Managed Care Organizations (MCOs) are being asked to do more with fewer resources while meeting stricter compliance requirements and rising resident expectations. Traditional systems manage eligibility, but they weren’t designed to support modern, high-volume engagement.

This playbook outlines how states and MCOs can modernize Medicaid communication and service delivery using proactive, connected engagement strategies that improve efficiency, support staff and build resident trust.

This playbook shows how to:

Improve access and consistency through proactive, multichannel communication.
Use artificial intelligence-powered self-service to reduce call volume and support residents 24/7.
Turn real-time data into actionable insights for better decision-making.
Modernize securely while meeting HIPAA, FedRAMP and accessibility standards.

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Reimagining Medicaid engagement

This playbook shows how to: