Medicaid renewal outreach
How to run a Medicaid renewal campaign with 2care, what each patient hears and the opt-out and calling-window safeguards on every call.
2 min read
Key terms
- Renewal date. The date by which a patient must renew (recertify) their Medicaid coverage.
- Renewal number. The phone number patients call to renew, which you give 2care for the campaign.
- Calling window. The days and hours a campaign is allowed to place calls.
How a campaign works
- Load the list. Your practice provides the patients to contact and each patient's renewal date.
- The agent calls. It tells each patient their recertification is due by that date, or lapsed on that date, and gives the renewal number.
- Optional text. After the call, the patient can get a follow-up text with the same details, available in Spanish.
The message is short and practical: what is due, by when and who to call. Decisions about eligibility stay with the state and the patient.
Safeguards on every campaign
| Safeguard | What it does |
|---|---|
| Do-not-call check | Every campaign call checks the do-not-call list before it is placed |
| Text opt-out | Texts honour STOP and the other standard opt-out keywords |
| Calling window | Calls go out only inside the window set for the campaign |
What you provide
| Item | Notes |
|---|---|
| Patient list | Names and phone numbers of the patients to contact |
| Renewal dates | The recertification date for each patient |
| Renewal number | The number patients should call to renew |
| Calling window | The days and hours calls may go out |
| Text preference | Whether to send the follow-up text, and whether to send it in Spanish |
Finding Medicaid patients
If your practice uses eligibility checks, each result tells Medicaid fee-for-service apart from Medicaid managed care. That gives you a clear view of which patients are on Medicaid when you build a renewal list.
A check that comes back inactive can also prompt a text asking the patient for updated insurance. That option is off by default and your practice switches it on. See when an eligibility check fails.
Follow-up questions
The renewal call covers the date and the number to call. Questions about a patient's own case, a bill or their care go to your staff. Patients can also call your practice line as usual, where the agent answers and books.
Questions
Can the outreach run in Spanish?
Yes. The follow-up text is available in Spanish, and other languages can be set up on request. See languages for the languages the agent speaks on calls.
What if a patient asks us to stop?
Texts honour STOP and the other standard opt-out keywords. Every campaign call checks the do-not-call list first.
Does the agent tell patients whether they qualify?
The agent gives patients their renewal date and the number to call. Questions about qualifying are for the renewal line, which is why the agent gives patients that number.
Related
- Eligibility checks before visits
- When an eligibility check fails
- Confirmations and reminders
- Warm transfer to staff
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