Consumer Assistance in the Digital Age: New Tools to Help Enroll People in Medicaid, CHIP, and Exchanges

The Maximizing Enrollment report “Consumer Assistance in the Digital Age: New Tools to Help Enroll People in Medicaid, CHIP, and Exchanges,” focuses on the various ways states can help customers connect to coverage and explores how current consumer assistance will change as new tools are deployed and technology transforms the enrollment process. The paper draws on the experience of states that have advanced children’s coverage and pioneered the IT system improvements that inspired the ACA’s vision for technology-enabled, consumer-friendly enrollment.  Where state use of new technology tools is limited, such as online chat, the paper offers best practices in customer service management from other industries.

consumer.assistance.in_.the_.digitial.age_.pdf 421 KB


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