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How states can prevent coverage loss and call center burnout
Medicaid agencies are under increasing pressure as redetermination cycles, new requirements and tighter timelines strain staff and systems. Contact centers are overwhelmed, eligibility teams are stretched thin, and many residents lose coverage simply due to missed paperwork or poor communication, not ineligibility.
These challenges create hidden costs, including higher administrative expenses, staff burnout, compliance risk and declining public trust. This resource outlines why modernization is critical and how agencies can improve outcomes through smarter engagement.
