Cutting Call Wait Times in Medicaid Member Services

Medicaid member services teams are absorbing redetermination volume, AEP spikes and a steady baseline of eligibility and claims-status calls — usually with the same headcount they had last year.

In this session we walk through what Casey actually handles unassisted, where it hands off to a live agent, and what the first ninety days of a deployment look like inside a health plan.

What we'll cover

• Which call types automate cleanly, and which don't
• Handoff design: when the agent should take over, and what they see
• What changes in your wait times and abandonment rates
• HIPAA, PHI handling and where the audio lives

There'll be time for questions at the end.