Templates & Toolkits | Aug 10, 2023

Call Center Strategies to Support Unwinding: State Toolkit

Patricia Boozang, Kaylee O’Connor and Michelle Savuto, Manatt Health

Medicaid, CHIP, Marketplace and integrated human services call centers are experiencing a surge in the number of callers seeking information about their health coverage with the end of the Medicaid continuous coverage requirement. In some states, high call volume is translating into long wait times and high rates of call abandonment, adversely affecting Medicaid and CHIP enrollees who rely on the call center as a critical source of assistance and support. Recognizing the crucial role of call centers in supporting enrollees throughout the eligibility and enrollment process, states can use this toolkit to identify opportunities and explore strategies to improve call center functionality. Investments in call center capacity will support unwinding and long-term call center performance improvement, thereby reducing the burden on state staff and mitigating inappropriate coverage losses among Medicaid and CHIP enrollees.