Building Trust One County Fair at a Time: Q&A with Kentucky’s Medicaid Director Lisa Lee

Kentucky’s Medicaid Director Lisa Lee shares how growing up as the youngest of 13 children shaped her path to public service in Medicaid and her commitment to meeting people where they are.

Q: What motivated you to pursue a career in public service?

At first, I was looking for stability, and living in the capital of Kentucky, Frankfort, state government just seemed like the right path. My first job in Medicaid was on the customer call center, where I answered calls from members. That experience gave me a deep appreciation for how important the Medicaid program is—not just for individual Kentuckians who rely on it for their healthcare, but for the health of our state overall.

Every call was a reminder that behind the paperwork and policies are real families relying on the Medicaid program. Knowing that I played a part in helping someone access health care or navigate a difficult time was incredibly rewarding. Since I came to work in Medicaid, I have never wanted to work anywhere else.

Q: How has your own family’s story and background shaped your perspective and work as Medicaid Director?

I was the youngest of 13 children and first person in my family to graduate from college. I grew up in rural Kentucky, in a little town called Hazard. Having that many kids, we didn’t have much—my family was very poor. We had the basics, but health insurance was not something we ever had.

That experience stayed with me. I know firsthand what it feels like to have a family member make tough choices between necessities and medical care. I had a brother who had a broken arm, and he wasn’t taken to the doctor for a couple of days because we didn’t have money. Watching someone go without medical care because they couldn’t afford it has given me a deep sense of empathy and urgency in my work.

I want to make sure that other families don’t have to struggle the way mine did, and that health care is not seen as a luxury, but as something everyone deserves. That perspective grounds me in every decision I make as Medicaid Director.

Q: You’re known for your creative and passionate outreach efforts—from wrapping your car with Medicaid information to attending county fairs across the state. What drives this hands-on approach to making sure Kentuckians know these programs are available to them?

Trust is definitely the foundation of Medicaid. For many people, applying for benefits can feel intimidating or confusing. But when we show up in their communities, in familiar places like county fairs, churches, schools, or local events, we demonstrate that Medicaid isn’t just some distant program in Frankfort. It’s part of their community.

Wrapping my car with a logo and phone number, or setting up a booth may seem small, but it makes Medicaid visible and approachable. For me, it’s all about meeting people where they are, breaking down barriers, and letting Kentuckians know that we’re here to serve them.

We’re always thinking of ways to increase visibility and outreach. Setting up a table at local festivals and having something to hand out—whether it’s a stress ball, a toothbrush, or divided plates for children that show proper nutrition portions—gets people to the table and gets them to talk to us. Even if they’re already enrolled in the program, they learn something new. It really solidifies that we are here for them, and we want to make sure they lead the healthiest life possible.

Having those face-to-face encounters helps build trust. Sometimes you’ll talk about where you went to school, or discover you know someone in common, or that your parents may have known each other. That helps build trust, and it’s definitely led to success for Kentucky.

Q: What advice would you give partners that want to work more closely with Medicaid?

The best advice I could give is to bring your own ideas and passion, and let’s work together. Medicaid is a very large and complex program, and no single agency or organization can solve every challenge alone.

The partners who make the biggest impact are the ones who approach us with a spirit of collaboration and an understanding that our shared goal is better health for Kentuckians. Be willing to listen, share data and stories, and innovate with us.

Most importantly, keep the focus on the people we serve. If we always put our members and families at the center of our work, then our partnerships will not only be effective, but also transformative.