A major Midwestern state Medicaid agency struggling with application backlogs, high staff turnover, and compliance issues partnered with Conduent to modernize eligibility operations. Conduent rebadged and retrained about 200 staff, implemented a framework with 69 performance benchmarks, and prioritized strong process management and training. During the COVID-19 pandemic, operations transitioned to a secure hybrid model, ensuring continuity. Results included improved SLA compliance, greater workforce resilience, CMS recognition for eligibility performance, and the ability to process over 26,000 cases and 30,000 calls monthly while meeting efficiency standards.

Join for free to read