Medicaid – C!A: Change and Innovation Agency

Emerging Stronger When the Public Health Emergency Ends: How Agencies Can Make Room for the Upcoming Wave of Renewals and New Customers
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Emerging Stronger When the Public Health Emergency Ends: How Agencies Can Make Room for the Upcoming Wave of Renewals and New Customers

Emerging Stronger When the Public Health Emergency Ends: How Agencies Can Make Room for the Upcoming Wave of Renewals and New Customers

When the public health emergency (PHE) and pandemic waivers come to an end, agencies must renew all existing Medicaid recipients. For many agencies already struggling with staff capacity to meet existing demand, they will no doubt be overwhelmed. To help agencies prepare for and tackle the wave of renewal workload, we offer specific steps that agencies can take to meet this increased demand.

Digging to the Real Root Cause
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Digging to the Real Root Cause

Digging to the Real Root Cause

We can make a difference, if we only stay focused on the root of the problems.

By Bill Bott|April 2020|Categories: Performance Improvement|Tags: Benefits, Bill Bott, Capacity, Case Worker, Child Welfare, Efficiencies, Government, Improvement, Increase Capacity, Medicaid, Passion, SNAP, Social Worker, State|

Adaptive Leadership: Streamlining Processes Before Automation
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Adaptive Leadership: Streamlining Processes Before Automation

Adaptive Leadership: Streamlining Processes Before Automation

Before you automate, consider these simple steps to speed up how your work gets done.

By Leo Ribas|February 2018|Categories: Business Process Redesign, Medicaid/Social Safety Net Programs|Tags: Automation, Backlog, Capacity, Customer, First Contact Resolution, Government, Human Services, Increase Capacity, Innovation, Leo Ribas, Medicaid, Metrics, Public Assistance, SNAP, Technology, Thought Leadership|

Never Get Behind Again: Old Thinking Through a New Lens
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Never Get Behind Again: Old Thinking Through a New Lens

Never Get Behind Again: Old Thinking Through a New Lens

Break free of backlog by focusing on one-day timeliness.

By Leo Ribas, Wayne Salter, Blake Shaw|April 2017|Categories: Business Process Redesign, Medicaid/Social Safety Net Programs|Tags: Backlog, Blake Shaw, Call Centers, Capacity, Customer, Data, Efficient, First Contact Resolution, Government, Human Services, Increase Capacity, Leo Ribas, Medicaid, Public Assistance, SNAP, Technology, Thought Leadership|

One and Done: The Strategy and Measures You Need to Make Your Call Center Work
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One and Done: The Strategy and Measures You Need to Make Your Call Center Work

One and Done: The Strategy and Measures You Need to Make Your Call Center Work

In the face of increased customer demand and decreased resources, many human service agencies have turned to call centers in the hopes of serving more customers at less cost. What these agencies are quickly discovering is that phone centers actually drive up costs while killing employee and customer satisfaction at the exact same time. How [...]

By Blake Shaw, Leo Ribas, Michael Wisehart|February 2016|Categories: Business Process Redesign, Medicaid/Social Safety Net Programs|Tags: Blake Shaw, Call Centers, Capacity, Customer, Customer Service, First Contact Resolution, Government, Human Services, Increase Capacity, Leo Ribas, Measures, Medicaid, Process, Public Assistance, SNAP, Thought Leadership|

Process Management – They Speak for Themselves
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Process Management – They Speak for Themselves

Process Management – They Speak for Themselves

There have been many questions from program administrators on process management work at a time when state agency capacities remain stagnant while demand for public assistance continues to increase.