Supporting Medicaid Redetermination With Workforce Solutions

Updated on August 19, 2023

Medicaid Redetermination Leaves Millions Unsure of Coverage

Medicaid Continuous Enrollment, a provision of the Families First Coronavirus Response Act, was a lifeline for millions of Americans during the COVID-19 pandemic. By temporarily relaxing Medicaid eligibility and renewal processes, the federal government ensured uninterrupted healthcare coverage for adults and children across the U.S.

Between March 2020 and March 2023, 23.3 million people joined state Medicaid programs, bringing the total number of enrollees nationwide to nearly 95 million. However, on April 1, 2023, the continuous coverage requirement ended, and states were directed to begin the redetermination process for Medicaid eligibility within one year.

More than 3 million people have already been disenrolled from Medicaid, and projections show that up to 24 million people in total could lose Medicaid coverage. Those individuals must explore alternative healthcare options, such as Medicare, employer programs or the U.S. Department of Health and Human Services Health Insurance Marketplace.

Amid the fear and uncertainty facing Medicaid enrollees, healthcare payers have a vital role to play. They must be prepared to handle possible influxes of people in dire need of health insurance.

Extra Customer Support Can Help Alleviate Additional Work

During annual open enrollment, health insurers face a whirlwind of activity as people enroll in new health plans, adjust existing ones or cancel coverage. To handle the surge of customer calls and inquiries during this busy time, companies often rely on hiring temporary customer support workers.

With millions of Americans expected to lose Medicaid coverage, the demand for customer support services could exceed previous years. That’s why it’s crucial for health insurance companies to have the right staff in place — both in terms of numbers and skill sets. Partnering with a workforce solutions company can offer vital support in assembling the right team, guaranteeing the delivery of top-notch support services during this critical period.

A Quick Ramp-up Is Critical for Medicaid Redetermination 

With each state Medicaid agency handling Medicaid redetermination differently, healthcare payers face a complex situation. This variability makes it difficult for them to plan ahead and determine when they need to reinforce their workforce to effectively meet demand.

Partnering with a workforce solutions company is an efficient way to find and hire skilled workers quickly. Ramp-up capabilities enable rapid sourcing, onboarding and training of customer support representatives, relieving the burden on existing employees and ensuring a prompt response to increased demands.

Connect Customer Support With AI

Many health insurance companies offer self-service portals powered by artificial intelligence (AI) to help people choose their healthcare plans. However, even automated processes require skilled customer support workers. The right workforce solutions partner can source talent experienced in handling complex requests beyond AI capabilities or with expertise in programming and training chatbots.

Understand Every State’s Unique Healthcare Needs

Health plans differ by state, making a one-size-fits-all approach impossible. Partnering with a national workforce solutions provider ensures access to talent familiar with specific state rules and regulations. The right partner can also connect healthcare payers to skilled professionals within specific states — ensuring that state and federal funds remain within the proper jurisdiction when necessary.

Trust a Partner With National Healthcare Experience

Aston Carter is a leading workforce solutions provider with extensive experience helping workers in the healthcare space. With a national network of talent, experienced recruitment professionals can quickly source open enrollment specialists, customer care representatives, outreach coordinators, managers and trainers, as well as talent with state-specific healthcare knowledge.

Healthcare payers can also leverage Aston Carter’s expertise in artificial intelligence, benefiting from integrating AI into customer support strategies and gaining access to skilled AI professionals.

Contact Aston Carter to learn more about how partnering with a staffing and workforce solutions provider can help you efficiently meet workforce needs, including during peak enrollment periods.

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Joe Edwards

Joe Edwards is Aston Carter Director of Business Development.

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Chris Adie

Chris Adie is Aston Carter Director of Business Development.