High volume projects, limited resources
A state government agency plays a crucial role by providing services and support to improve the quality of life for residents, particularly those in need. The agency is involved in various activities, including public assistance programs, Medicaid and medical assistance, childcare assistance, emergency assistance, and employment and training services. These services are designed to support the well-being and self-sufficiency of individuals and families, focusing on healthcare, nutrition, employment, and overall social welfare.
The state receives thousands of different verification documents (photo IDs, wage stubs, utility bills, etc.) for clients applying for state assistance programs every day. Every document must be digitized and imported into the state’s Electronic Content Management (ECM) software. The increased volume of these verification documents led the agency to seek an outsourced solution to assist in document indexing. Because the timely indexing of verification documents directly impacts those seeking state assistance, time was of the essence for the agency to find a partner it could trust.
A comprehensive solution for digital document management
CAI was selected to collaborate with the agency to streamline document management, enhance data accuracy, and ensure compliance with processing timelines. A team was brought in to take over a portion of digitization and indexing operations for the agency, creating a more responsive and reliable system for people seeking assistance. CAI’s efforts help maintain a steady workflow without backlogs and significantly help improve caseworker efficiency and application processing time.
Working together, we achieved:
Improved efficiency and timeliness
The project significantly streamlines the document management process by ensuring that product support specialists prioritize older documents and complete their indexing within 48 hours. This prioritization prevents any document from languishing unprocessed, reducing delays in service delivery. By achieving an average daily quota of 1,800 documents, the project maintains a consistent workflow that prevents backlogs. This steady pace helps keep the system responsive and reliable, ensuring that clients receive timely assistance.
Enhanced accuracy and compliance
A thorough verification process ensures data completeness, which enhances the accuracy of the indexed documents. Accurate data is crucial for reliable decision-making and service provision, reducing the likelihood of errors and the need for corrections.By adhering to processing timelines, the project supports agency operations in meeting deadlines and regulatory requirements. This compliance builds trust with clients and stakeholders by demonstrating a commitment to efficiency and reliability.
Effective handling of mixed documents
The capability to handle 'mixed' documents without additional research simplifies the indexing process. Mixed documents have more than one verification item together; for example, a photo ID and a wage stub that arrive together must be indexed separately. This efficiency allows the agency to focus on more important tasks, contributing to the daily quota and enhancing overall productivity.
Improved caseworker efficiency
The streamlined indexing process results in faster application processing times. Caseworkers directly benefit from this, as it reduces their workload and allows them to focus on client interaction and service delivery. This improvement in service quality also fosters better client relationships and satisfaction.
Assisting the agency with document management not only enhances efficiency and accuracy within the department but also empowers social services professionals. These improvements help them focus on serving their communities effectively, paving the way for a brighter and more responsive future.
An expanded scope based on trust and successful execution
After the ongoing, successful execution of the document digitization and indexing project, CAI had established trust with the agency. The successful execution of the project laid the foundation for expanded collaboration, as CAI's proven reliability led the agency to trust CAI with additional responsibilities.
Prior to 2020, Medical Assistance (MA) cases were reviewed annually to determine continuous eligibility. However, from March 2020 to March 2023, during the federal Public Health Emergency designation, MA recipients were not required to submit annual renewals. As of January 2023, approximately 315,000 state residents were enrolled in Medicaid. The substantial increase in applications necessitated a contingent solution to manage the volume of renewals and mitigate processing risks.
CAI was selected to fulfill this critical role after the work we accomplished for the agency on the indexing project. Our collaborative efforts ensured that all benefit determinations were accurate, timely, and in compliance with regulatory requirements.
Given our success with the Medicaid renewal project, the agency also entrusted CAI with handling Federally Facilitated Marketplace (FFM) Medicaid-only applications, in addition to the continued processing of Medicaid renewals.
Since the CAI team took over the Medicaid renewal work, the agency has seen:
Improved health outcomes
By ensuring timely and accurate eligibility determinations, the project contributes significantly to the health and well-being of residents. CAI’s assistance with the agency’s day-to-day operations means that individuals receive the benefits they need, when they need them, which helps to prevent the worsening of health conditions and promote overall wellness.
Efficient case management
The integration of various agency systems allows for efficient management of ongoing caseloads. This helps by promptly updating case information, leading to smoother and more responsive service delivery.
Enhanced collaboration
Working closely with the agency’s internal departments fosters a collaborative environment that enhances the quality of service provided. This partnership ensures that benefit determinations are comprehensive and consider multiple factors of an applicant’s situation, such as household composition and income changes.
Quality assurance
Case review analysts conduct internal reviews to ensure that decisions made by the unit are of high quality. This not only supports the team by maintaining high standards but also reassures clients that their cases are handled with diligence and care.
Supportive infrastructure
The presence of operations managers overseeing daily operations and team members ensures that the unit functions smoothly, maintaining focus on the Medicaid renewal project. This leadership helps in addressing any operational challenges swiftly and effectively.
Responsive service delivery
Management analysts facilitate the distribution of critical case information, helping the agency to respond quickly to changes in client circumstances. This responsiveness is vital in adapting to the dynamic needs of the community and providing a safety net for those in need.
By deploying a specialized team and implementing strategic workflow enhancements, CAI effectively managed the high volume of applications, ensuring that thousands of renewals are processed promptly and accurately each month. This focused approach not only alleviated potential delays but also established a reliable system for continuous processing, enhancing the overall experience for applicants who could now depend on timely determinations of their benefit eligibility. Through consistent and efficient processing, CAI has helped the agency maintain its commitment to serving the needs of its community without interruption.
Empowering social services through strategic partnership
The collaboration between the agency and CAI has proven to be a transformative force, driving substantial collaboration in document management and business operations. Working closely with agency stakeholders, CAI has provided operational support for data processing, creating a more responsive and reliable system that directly benefits caseworkers and clients alike. These efforts have contributed to improved health outcomes, efficient case management, and enhanced service delivery. On the other hand, by taking some operational duties off the agency’s plate, CAI has enabled the agency to concentrate on more critical tasks, further enhancing their impact on the communities they serve.
As a result, the state agency has reinforced their commitment to supporting vulnerable populations and fostering a collaborative work environment. Their partnership with CAI exemplifies how strategic outsourcing and technology can empower social services organizations to focus on their core mission—improving community well-being.
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