CoveringWI is being recognized for improving public access to Medicaid and insurance services through innovative technology and outreach efforts. Recognizing the challenges members face in understanding and maintaining their coverage, CoveringWI developed CommunityConnect Labs, which includes a web and SMS chatbot and screener. This tool simplifies the process by allowing members to quickly assess their eligibility and insurance status, apply online, schedule in-person appointments, or connect with an agent via webchat or SMS, including the option to request a callback during peak times.

 

Additionally, CoveringWI launched a statewide outreach program utilizing SMS reminders and IVR calls to guide members through Medicaid renewal or transition processes. This program ensures that members receive timely reminders and instructions in both English and Spanish, helping them navigate the complexities of their insurance needs without traditional bureaucratic barriers.

 

The benefits of these efforts are substantial: in 2023, CoveringWI's outreach included over 47,000 IVR calls and 83,000 SMS messages. The chatbot and screener engaged over 15,000 users, with nearly 3,000 applying for insurance online and 2,800 connecting with live agents. The initiative also directed over 3,300 individuals to Medicare assistance. Overall, CoveringWI's approach has streamlined access to essential insurance services, improving coverage management and member support through user-friendly digital solutions.