Executive Summary
The North Carolina Medicaid program implemented a model beneficiary support system when it transformed its Medicaid program to comprehensive managed care starting in 2021. This program, called the North Carolina Ombudsman Program, was operated by legal services organizations and had several key features that made an important asset for all managed care enrollees, the state, and other stakeholders. While beneficiary support systems are required, states vary widely in who they serve and how they function. These support systems not only help Medicaid enrollees understand and access the program, but can track and identify systemic problems to help hold managed care plans accountable for quality care.
