In today’s digital age, enhancing the client experience is key for any organization. It’s especially important in public health.
Author: Brett Barton, Senior Vice President of Client Experience, Acentra Health
State Medicaid programs are increasingly focused on delivering personalized, timely, and effective services. Better services drive improved health outcomes, higher beneficiary satisfaction, and enhanced organizational performance. One area that continues to demand a client-first approach is Medicaid eligibility assessments. This activity requires a strategic approach that harnesses human expertise and technology to maximize impact.
Implementing a client-centered approach to service delivery can be challenging, especially for agencies serving diverse regions and unique communities. However, turning these challenges into opportunities is where the real impact begins. State agencies should adopt a top-down commitment to a comprehensive client experience program, training staff on cultural competency and client-centric concepts, and aligning each role to a client-first model. It's also crucial to keep a consistent focus on the client in organizational meetings and communications, and establish a recognition system that encourages and celebrates client-centric behaviors. With a structured, client-focused approach at every level, agencies can greatly enhance Medicaid eligibility assessments and overall service delivery.
Recommendation 1: Understanding Client Journeys and Diverse Populations
To become a truly client-centric organization, it's essential to "walk in the shoes" of your clients. Every interaction should be carried out with empathy and respect, and documenting client journeys provides key insights for better understanding their needs. By seeing things from the client’s perspective, your organization can align its focus accordingly. Additionally, understanding the diverse populations you serve through Social Determinants of Health (SDOH) and Health-Related Social Needs (HRSN) data is crucial. This deeper knowledge allows for the delivery of more appropriate services and drives better outcomes for clients.
Recommendation 2: Leverage Advanced Analytics Platforms
Advanced analytics platforms provide state agencies with powerful tools for enhancing the member experience. Real-time dashboards can offer information about program performance and population demographics, as well as actionable insights to make improvements.
HRSN data is also a valuable source of information. With this information, states can identify and address SDOH, such as housing instability, food insecurity, and transportation barriers. By integrating HRSN data into their analytics platform, state agencies can comprehensively understand the social factors affecting their populations. This enables targeted interventions and resource allocation to address these needs, ultimately reducing health disparities and improving health outcomes.
For state agencies, dashboards can offer a comprehensive view of various population metrics, enabling better program monitoring and management. Different ways to integrate tools can highlight population trends and deliver insights into program performance, population demographics, SDOH, and the needs of priority populations.
Recommendation 3: Reduce Administrative Burden through Automation
Automation and artificial intelligence (AI) can significantly reduce administrative burdens and enhance client engagement. Automated notifications streamline processes, ensuring timely communication and reducing manual workload. Additionally, as highlighted in a recent North Carolina Medical Journal article, applying AI to care management and claims processing can significantly streamline operations and improve overall outcomes.
Independent assessors and nurses prefer interacting with members rather than being confined to their laptops the entire visit. Tools like Acentra Health’s MedScribe, a generative AI implementation, can help by expanding shorthand case notes into comprehensive, clear documentation; replacing acronyms; and ensuring consistency between assessors.
Looking Ahead: Enhancements to the Medicaid Experience for Members
Embracing a holistic approach to improving Medicaid members’ experiences can help ensure your agency delivers services that are responsive, efficient, and equitable. By focusing on these best practices, we can create a more seamless, personalized, and effective health system that supports the care and well-being of our priority populations.
