Well over 4 million people have been dropped from Medicaid rolls nationwide since a pandemic-era moratorium on removing people ended this spring.
Workers at a Medicaid call center in Jefferson City, Mo., field questions and review information regarding eligibility determinations on Wednesday, Aug. 16, 2023. Federal Medicaid officials have raised concerns that call center wait times are too long in 16 states, including Missouri. States are handling an influx of questions after a pandemic-era moratorium on removing people from Medicaid ended this spring.
Some advocates have offered to function like placeholders in a long line for concert or sports tickets — waiting on hold so Medicaid recipients can do other things. According to the most recent CMS data, the longest wait time was in Missouri, at 48 minutes, though state officials say that figure is misleading. In Nevada, more than half the callers abandoned their calls.
Among those 16 states, the average call center wait time was 25 minutes and the average hang-up rate was 29%. That’s significantly higher than the rest of the states, where the average call wait was less than 3 minutes and the average hang-up rate was less than 6%. In some states, the same staff who make Medicaid eligibility determinations also are responsible for fielding phone calls.
“That will help cut down on the number of individuals that need to call us to try to clarify information on their forms,” Checketts said.
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