To manage this transition, Cognosante was awarded the Enrollment Assistance Program (EAP) for Medicaid Unwinding contract by CMS to implement an EAP similar to one supported during the 2013 implementation of the Affordable Care Act. Through the EAP, our trained local support teams (called Assisters) reach out to those affected – low-income adults, seniors, families, and persons with disabilities – to help them find alternative coverage.
Our approach delivers CX solutions to consumers with a personal touch. Assisters live and work in the communities they serve and use that knowledge to customize outreach programs to meet the unique needs of their communities. In most states, Assisters place outbound calls and text messages, leveraging a CMS database of affected individuals called the Marketplace Assister Community tool. The teams hold community outreach events in libraries, community centers, and other public places to drive awareness of consumers’ healthcare options. In some rural communities, however, outreach is done entirely through community events.
This flexible model enables Assisters to broaden their reach using a variety of communication methods. In individual interactions, Assisters use a standard set of tools and resources, and tailor support to each consumer’s household composition, income, language, and personal needs.
Now in its second year of operation, the EAP is making a positive, life-changing difference. To date, Assisters have Initiated over 230,000 contacts to affected people, held 1,000 community outreach events, and scheduled 1,800 appointments to assist consumers.