U.S. Medicaid Managed Care Study

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 Study incorporates insights from this driver analysis and additional Key Performance Indicator (KPI) analysis to illustrate how each service event between members and their insurer impacts overall value perceptions of the insurers and identifies critical service standards that drive higher member satisfaction.

Study deliverables include:

  • Customized executive presentation and in-person discussion that includes data-driven, actionable recommendations for achieving strategic goals
  • Customized scorecards displaying comparative performance on key metrics related to the member experience
  • Competitive survey data and industry reports