By: Elizabeth Edwards and Mara Youdelman
Executive Summary
Call centers are often the primary way that Medicaid enrollees interact with the Medicaid agency. During the unwinding of the Medicaid continuous coverage period, people are often relying on the Medicaid call centers for answers to questions, to submit requested information, file appeals, and otherwise receive assistance. But call centers are not always helping all callers. These questions are to help advocates ask states about access is being provided to people with limited English proficiency and those with disabilities.
