Today, at least 27% of U.S. adults earning under $30K are smartphone-dependent with no other internet access — a percentage on the rise. This same population includes younger users and those most likely to qualify for Medicaid, groups that yet experience gaps in their online experience with the government. To bridge the gap, Louisiana partnered with Maximus to improve and increase engagement with Medicaid beneficiaries and more fully meet their healthcare needs.
Embracing digital with mobile enrollment in Louisiana
Key takeaways
The Healthy Louisiana mobile app improves the government customer experience (GX) by increasing engagement for Medicaid beneficiaries and meeting their healthcare needs through easy-to-navigate plan comparisons and provider searches.
A first-of-its-kind health app.
Challenge
Close gaps in the government customer experience (GX) by streamlining access to digital information and services, driving choice, and creating new self-service options.
Solution
In keeping with our GX philosophy to serve customers on their preferred platforms, we designed and implemented the Healthy Louisiana mobile app, the first project in the country to enable Medicaid enrollment through an app.
Our technology immediately raised the bar for beneficiaries, providing a secure, streamlined, 24/7 experience on Apple and Android. The app constantly improves with new user-friendly avenues for finding information, comparing healthcare plans, enrolling, and getting assistance.
The Healthy Louisiana mobile app is one of the many dynamic solutions created to support the state's Medicaid managed care program.
How we did it
The Healthy Louisiana mobile app provides a self-service option that anticipates user needs, reducing traffic to higher-cost enrollment channels. It includes:
- Multilingual support: English or Spanish
- Real-time data customized to the user, including beneficiary information and options
- Easy plan comparisons with ratings by independent viewers
- Simple provider searches by name, plans supported, languages, and hospital affiliations, plus geolocation and mapping
- Omnichannel integration encompassing the web, social media, email, and other tactics
- Built-in tutorials, FAQs, and assistive technology
With this first-in-market technology, we’re closing gaps in the user experience to forge a better relationship between consumers and government.
Results
Improving health outcomes
We continue to implement targeted innovations to support the evolution of health programs in Louisiana, offering a wide range of solutions to improve the government customer experience. Our efforts include expanded digital outreach, more self-service options, online enrollment counseling, improved program reporting and analytics, and dedicated support programs for at-risk populations.