States are required to provide multiple modes of communication for individuals to apply for and renew Medicaid, and many are using technology to help facilitate those communications. MACPAC conducted stakeholder interviews and beneficiary focus groups to learn how states communicate with individuals during the enrollment and renewal process. While communication preferences and ability to access technology vary, providing multiple avenues to connect with the program helps to ensure that individuals complete processes in a way that best meets their needs. States use technology to different degrees to facilitate communication, with some states keeping pace more than others, but all states face barriers to making improvements.
Please see the accompanying contractor report, Beneficiary Experiences with the Medicaid Enrollment and Renewal Processes, for more information on the beneficiary focus groups.
