Designing Consumer Assistance Programs: Resources from the Field
National Academy for State Health Policy – Katie Baudouin, Christina Miller, and Rachel Dolan
This issue brief, prepared by the National Academy for State Health Policy (NASHP), outlines major state decisions regarding coverage expansion consumer assistance strategies and lists valuable tools that state officials can use when determining how to meet the needs of new and existing consumers. The appendix includes links to resources that can help state officials design consumer assistance programs. The brief covers four major methods states are considering to provide consumer assistance:
– Outreach and engagement through marketing and advertising;
– Enrollment assistance through navigators and in-person assistors;
– Engagement of insurance producers (inclusive of both agents and brokers); and,
– Individualized support through call centers and other communications.
Medicaid enrollment has increased by over 10 million (or 15 percent) from February 2020 through February 2021 across all states since the outbreak of the COVID-19 pandemic. States have a clear imperative to center health equity as they plan for the end of the public health emergency (PHE) given that Black, Latino/a, and other people of color are most at risk of coverage loss. This expert perspective highlights strategies states can implement to ensure that the end of the PHE does not exacerbate already widespread racial and ethnic disparities in our health care system.
COVID-19 vaccines are now widely accessible in the United States and free to everyone over the age of 12. Given the spread of the Delta variant, there is an urgent need to increase vaccination rates, particularly among Medicaid enrollees. States across the country continue to report Medicaid enrollees are getting vaccinated at lower rates than the general population. This expert perspective explores how state Medicaid managed care programs and health plans can work collaboratively to increase COVID-19 vaccination rates for the more than 55 million Medicaid enrollees in comprehensive managed care plans.
Many states are looking to fill gaps in race and ethnicity data for Medicaid and related agencies. Working with the State Health Access Data Assistance Center (SHADAC) at the University of Minnesota, with support from the State Health and Value Strategies (SHVS) program, New York tested multiple strategies aimed at encouraging applicants to answer the optional race and ethnicity questions. This expert perspective highlights an effort by New York’s official state-based marketplace, NY State of Health, to improve the completeness of race and ethnicity data that applicants share when applying for Medicaid; Child Health Plus, the state’s Children’s Health Insurance Program (CHIP); the Essential Plan, New York’s Basic Health Program (BHP); or Qualified Health Plan (QHP) coverage through its Marketplace.