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Friday Five: Many states have not implemented required background checks for Medicaid providers

In this week’s Friday Five, MAXIMUS is reading about resources to help states apply for a 1332 innovation waiver, flaws in the background check process for high-risk Medicaid providers, employer requirements for child support withholdings, AI transforming customer service and a recent profile of our President and CEO.

1. CMS releases resources for states to apply for 1332 waivers to ignore parts of ACA 

Last fall, the Centers for Medicare and Medicaid Services (CMS) expanded the Affordable Care Act (ACA) requirements that could be waived using a Section 1332 State Relief and Empowerment Waiver. Seven waivers, all related to state reinsurance programs, have been approved so far. According to Fierce Healthcare, CMS recently released templates, resources, and updated guidance to help states apply for the waivers. Meanwhile, the Government Accountability Office has ruled that the initial policy change must be submitted to Congress and the Comptroller General. 

2. Problems remain for ensuring that all high-risk Medicaid providers undergo criminal background checks 

The Office of the Inspector General issued a report that discusses the flaws found in state fingerprint-based criminal background checks. The checks are required for providers the federal government deems high-risk, but 18 states missed the implementation deadline. Thirteen of those states had still not fully implemented the process by January 2019. In addition, the report identifies two loopholes that it recommends addressing.

3. Handling your business: The responsibility for withholding child support applies to more than the traditional employer-employee relationship

In a guest blog published by Crain’s Cleveland Business, a prosecutor reminds businesses that the requirement to withhold child support applies not only to employees, but to independent contractors paid more than $150 in a lump sum. Businesses must also report any contractors, temporary, or seasonal employees as “new hires” within 20 days of their start date. More than 72% of child support payments in Ohio were received through business and employer collections in 2018.

4. The top customer service trends: Building better service beyond voice 

AI is changing the customer service experience. Destination CRM reports contact centers are increasingly turning to cloud-based systems, employing robotic process automation, and looking to provide a multichannel experience for customers. Visual-assistance technology such as video and screensharing has been shown to speed up the process and improve outcomes.

5. Bruce Caswell fulfills ‘last-mile connection’ to consumers at MAXIMUS 

WashingtonExec recently profiled Bruce Caswell, President and CEO of MAXIMUS. The article discusses Caswell’s background and his desire to help governments connect with and understand consumers, while assisting them with safety-net program enrollment and complex transactions. Caswell believes it’s important to combine both traditional customer service and new technologies to best reach the consumer, particularly given the challenges of an aging population and state budget constraints.