Arizona Medicaid Wins National Spotlight Award for Excellence in Member Communication During Unwinding

Washington, D.C. — The Arizona Health Care Cost Containment System (AHCCCS) has been awarded the 2024 National Association of Medicaid Directors (NAMD) Spotlight Award for its outstanding achievement in member communication strategies during the post-pandemic enrollment redetermination period, also known as the continuous coverage unwinding.

AHCCCS demonstrated exceptional success in keeping qualified members enrolled in the program, highlighted by consistently high average auto-renewal rates in the 70th percentile. This achievement significantly reduced paperwork burden for both members and staff while ensuring continuous coverage for Arizona’s most vulnerable populations.

“Our North Star has always been to reach every member through whatever means necessary,” said Director Heredia. “If there was an option to connect with our members, we explored it. This wasn’t just about sending notices – it was about creating a comprehensive communication ecosystem that left no stone unturned in our effort to maintain coverage for qualified Arizonans.”

“Arizona Medicaid’s superpower is their incredibly committed team,” said NAMD Executive Director Kate McEvoy. “The agency staff pursued every avenue when it came to member communication. With expansive thinking and an eye toward future applications, Arizona deployed technology solutions that will continue to serve the program and Arizonans successfully.”

The agency’s multi-channel communication strategy included:

• Development of AHCCCS Connect, a pioneering communication platform reaching over 1 million households with an 89% satisfaction rate
• Implementation of “SAM,” an AI-powered chatbot providing 24/7 assistance and handling over 262,000 member conversations
• Deployment of a dedicated Surge Call Center that maintained an impressive 29-second average wait time while handling more than 32,000 calls
• Strategic partnerships with community organizations for targeted outreach and assistance with both Medicaid and Marketplace plan transitions
• Customized communication toolkits for tribal communities, ensuring culturally appropriate engagement

The success of these initiatives is reflected in the numbers: AHCCCS successfully renewed coverage for 76% of its members, representing 1.9 million Arizonans who maintained their health coverage during this critical transition period.

The NAMD Spotlight Award recognizes exceptional leadership and innovation in Medicaid administration, particularly during the challenging transition period following the public health emergency. AHCCCS’ winning approach demonstrated excellence in member engagement, innovative communication strategies, and technology solutions that prioritized long-term operational efficiency through scalable, future-ready design.

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About NAMD’s Spotlight Award

The National Association of Medicaid Directors’ annual Spotlight Award recognizes exceptional leadership and innovation in Medicaid administration. The 2024 award specifically highlighted achievements during the unwinding period and their ongoing impact on Medicaid operations. Learn more about the other 2024 winners here.