
AWS enables state Medicaid agencies to automate outbound campaigns using Amazon Connect and serverless technologies to efficiently re-certify members and address staffing shortages during the Medicaid unwinding process.


<div><p>This article explains how state Medicaid agencies can use AWS to automate outbound campaigns for Medicaid unwinding efforts, addressing staffing shortages and improving member outreach.</p><ul><li>91 million Medicaid members need re-certification as COVID-era changes unwind</li><li>Staffing shortages make manual outreach and address verification difficult</li><li>4.5 million members already disenrolled; 75% due to procedural denials</li><li>Amazon Connect Outbound Campaigns automate voice, SMS, and email outreach</li><li>One state deployed solution making 88K calls in three days without 600 agents</li><li>Serverless architecture uses Step Functions, EventBridge, DynamoDB, and S3</li><li>Agentless campaigns reduce agent workload and improve productivity</li></ul><p>AWS provides a scalable, low-code solution enabling Medicaid agencies to automate member outreach while freeing staff to handle complex inquiries and improve service delivery.</p></div>


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