Locating and Engaging Members: Key Considerations for Medicare-Medicaid Plans

Medicare-Medicaid Plans have reported problems locating and engaging members due to inaccurate or incomplete contact information. Difficulties contacting members can have downstream effects on the plan’s ability to conduct required health risk assessments (HRAs), provide information on health plan benefits and responsibilities, and support continuous enrollment. To identify best practices in addressing these issues, the Lewin Group held a focus group with representatives from seven health plans in California, Massachusetts, Ohio, and Virginia that have experience locating and engaging Medicare-Medicaid enrollees. This technical assistance brief provides key considerations on locating and engaging this member population.

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