In Partnership with Covering Wisconsin
In partnership with Covering Wisconsin, a federally certified, state-licensed navigator agency, CCL built an insurance eligibility chatbot that connects individuals to Medicaid application support, live chat help, and resources for frequently requested services.
Languages
(English, Spanish + refers to Hmong speakers)
Hours staff time saved*
*estimate (see below for details)
CCL and program staff identified an unmet need during the initial project phase. Many Medicaid recipients in Wisconsin only have landline phone numbers, and physical mailers are difficult to track. We suggested implementing outbound IVR calls to members with a landline in addition to the planned SMS outreach about redetermination.
CCL worked with Covering Wisconsin to create a chatbot that would include information about Medicaid, an eligibility pre-screener to easily enter # of people in household and income and find out what insurance options they may be eligible for, and the ability for users to select how they’d like to be receive help — fill out an application themselves online; make an appointment with a Navigator that speaks their language; receive a text or call back; or speak with a live agent over chat or SMS during business hours. The chatbot was translated into Spanish and included information about where to access Medicare information to help users avoid occupying phone lines only to result in a referral to somewhere else or limited help in their language.
