Unwinding Call Center Data Shows Ongoing Problems

Executive Summary

In August 2023, CMS issued letters to states regarding unwinding data metrics as of May 2023, including data on call center operations. The call center data tracks average wait times and call abandonment rates. These CMS letters flagged 16 states regarding concerns on their call center data. Frustratingly, the July 2023 data and August 2023 data show that most states have generally failed to improve on these call center operations metrics and some states have declined in performance.

Call centers are frequently where people are directed when they have questions regarding the renewal process, do not understand their notice, or need to report changes that may help them remain eligible for Medicaid. Worsening call center performance may be leading to Medicaid terminations of eligible individuals and must be addressed.

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