Providing face-to-face assistance to aid Medicaid members during redetermination process

Sub-standard or unsafe housing, poor transportation options and a lack of broad access to online tools — all of these challenges can be barriers to health care for people who live in underserved communities. Overcoming these barriers requires a localized, tailored approach to outreach and assistance, especially for the millions of Medicaid beneficiaries who are currently at risk of losing their health coverage.

Blue Cross and Blue Shield (BCBS) companies are working hard to personally support, engage and educate people in their neighborhoods, meeting face-to-face at traditional brick-and-mortar BCBS locations and dedicated community centers to assist individuals and families seeking to retain or get new health coverage. The personal interaction in their local communities also helps connect people to services when their contact information has become outdated or access to digital tools is limited.

Why now?

During the COVID-19 Public Health Emergency, the annual Medicaid renewal process known as “redetermination” was suspended by Congress. As of April 2023, Americans are once again, required to annually renew their Medicaid coverage.

The issue

Studies show that a vast majority — 85% — of Medicaid enrollees say they could use help finding new coverage and navigating the renewal process. This is particularly challenging, considering the number of Medicaid enrollees who move, but do not notify the state. According to recent data, 33% of Medicaid enrollees say they have not updated their contact information with their state Medicaid agency in the past year. And for individuals 65 and older, that number jumps to 48%.

Why it matters

Nearly 9 million Medicaid beneficiaries have been disenrolled as of mid-October, putting at risk access to the health care services they need, such as visiting their doctor or getting prescriptions filled. This could lead to undetected or worsening health conditions.

“Our goal is simple: to ensure Americans have access to high-quality, affordable health care,” said David Merritt, senior vice president of policy and advocacy at BCBSA. “With deep ties to local communities, BCBS companies understand the importance of meeting people where they are in the community to access the care they need.”

What we’re doing

Here are some examples of personalized, face-to-face initiatives taking place at BCBS companies’ community-based locations:

• Capital Blue Cross staff at five of the company’s Capital Blue Cross Connect health and wellness centers are available to assist anyone needing coverage as a result of Medicaid redeterminations. Digital and radio ads drive traffic to the Connect centers where staff help members navigate Pennsylvania’s state-run exchange, determine qualification for subsidies based on their income, and enroll in a new individual plan.
   
• Arkansas Blue Cross and Blue Shield is utilizing their customer service team and their seven brick and mortar ArkansasBlue Welcome Centers to support Medicaid expansion members, providing clarity around redeterminations, including directing them to where they can receive the best information and resources.

See what else BCBS companies are doing to help keep Medicaid members covered

The Blue Cross Blue Shield Association is an association of independent, locally operated Blue Cross and Blue Shield Companies. All Blue Cross and Blue Shield Companies referenced are independent licensees of the Blue Cross Blue Shield Association.