McKinsey October 8, 2024
Surging call volumes, staff shortages, and dated technology challenge constituents as they try to secure benefits. Medicaid agencies are under pressure to improve customer experience and operations.
More than a year into the unwinding of the Medicaid continuous-coverage provision, state Medicaid agencies have been grappling with a surge of inquiries as millions of Medicaid enrollees renew their coverage for the first time in three years. At the same time, Medicaid enrollment is rising. These changes have led to escalating call volumes at contact centers that, combined with understaffing compared with prepandemic levels,...
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