Continued support for Medicaid and CHIP enrollment in West Virginia

July 21, 2025

Our renewed contract and partnership focus on streamlined access and an enhanced customer experience.

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West Virginia has selected us to continue serving as the state’s enrollment broker for Medicaid and the Children’s Health Insurance Program (CHIP).

Since 2015, we’ve delivered a wide range of eligibility and enrollment services to West Virginia residents. During this time, we’ve supported the state’s efforts to expand the number of programs and populations the enrollment broker project served, including the expansion of Medicaid in 2015, the expansion of CHIP in 2017, and the addition of Supplemental Security Income (SSI) benefits in 2017.

We've partnered with the state to improve the delivery of eligibility and enrollment services for more than 400,000 West Virginia residents. The majority of Medicaid enrollment in West Virginia is handled through the customer contact center we operate, offering residents the choice to engage by phone, web, online chat, and mail. Our regular caller surveys allow us to monitor customer experience, earning a 98% average customer satisfaction score in 2024. We also provide in-person outreach and education at local community events.

Our deep understanding of residents’ needs allows us to offer a high-quality, person-centered customer experience through accurate program information and streamlined enrollment services.
Robin LaFranceExecutive Managing Director, U.S. Services East

In 2018, Maximus partnered with West Virginia to help implement a successful Social Determinants of Health (SDOH) pilot project across two large counties. We leveraged our enrollment broker infrastructure, developed a full SDOH survey, and added the survey delivery to the Medicaid enrollment process. The surveys, with completion rates of nearly 70 percent, revealed an average of 2.5 unmet SDOH needs per resident. The pilot project's results will be used by the state to better identify the needs of at-risk people, coordinate services, and ultimately improve health outcomes.

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