U.S. Medicaid Managed Care Report

Medicaid currently covers more than 74 million U.S. consumers, and the number of Medicaid Managed Care beneficiaries and geographic areas covered continues to expand. As state-level programs across the nation continue to grow in terms of scope of covered care, so do the volumes of members covered and the level of dependence on such programs. This growth necessitates new methods to measure member satisfaction. High levels of satisfaction are associated with greater member engagement, which leads to better health and lower costs. Improving the customer experience and member engagement may lead to improved health outcomes, ultimately lowering the cost of care, which makes it essential to listen to the Voice of the Customer.

Medicaid Recipients Receiving Care through MCOs Place a Higher Value on Access to Care

There are pronounced differences between the drivers of satisfaction for Medicaid members and those of members of commercial health plan products. While Coverage and Benefits has long been the most influential measure of member satisfaction among commercial group and individual health plan members, Provider Choice has emerged as the key driver of the member experience for Medicaid managed care recipients. This shift is not unexpected, as many MCOs are contracted to specifically manage populations with chronic or complex conditions. Members receiving care through MCOs place a higher value on access to care and the ability to receive the types of services they feel they need.

The U.S. Medicaid Managed Care Report profiles the experiences of Medicaid beneficiaries enrolled in managed care. Using national syndicated research, the annual report examines the overall experience of these Medicaid enrollees, benchmarks managed care performance, and provides managed care organizations (MCOs) with insights and recommendations about how to better serve this population.

This report provides actionable information and intelligence about customers’ experiences with their Medicaid plan across 6 factors:

  • Billing and Payment
  • Cost
  • Coverage and Benefits
  • Customer Service
  • Information and Communication
  • Provider Choice