Having multiple modes of communication available during the Medicaid eligibility, enrollment, and renewal processes is important for timely and effective communication with beneficiaries. MACPAC conducted stakeholder interviews and contracted with PerryUndem to conduct beneficiary focus groups to better understand the needs and preferences of beneficiaries in communicating with state Medicaid programs.
In this session, staff shared findings about how beneficiary communication preferences and ability to access technology vary. Additionally, state capacity for making improvements differs, but all states face constraints in adopting new technologies.