Arizona Complete Health utilizes social media to spread word about Medicaid redeterminations


Hannah Saunders


April 1st marks the cutoff for continuous Medicaid coverage, and over 2.4 million Arizonians will undergo the Medicaid redetermination process for the first time since March of 2020. For the past several months, Arizona Complete Health Complete Care Plan—a state Medicaid health plan—has been utilizing social media to spread awareness about the redeterminations process.

Monica Coury, vice president of legislative and government affairs for Arizona Complete Health, told State of Reform about their approach.

“There are multiple ways Arizona Complete Health has been reaching out to members to raise awareness that redeterminations are resuming,” Coury said. “We conducted direct outreach to members through phone calls, especially for those who may be managing chronic or complex conditions.”

Coury discussed how Arizona Complete Health has been using robocalls, emails, text messaging, and social media posts, in addition to information on their website. The network of providers are actively engaged in assisting members with the preparation for eligibility renewal.

On social media, the health plan has been posting information about the redeterminations process and the risk of losing coverage in both English and Spanish. The posts include information about what to do if one receives a letter from the Arizona Health Care Cost Containment System (AHCCCS)—which conducts eligibility determinations—requesting information about healthcare renewals. 

Arizona Complete Health has continuously highlighted the 2-1-1 hotline for assistance with finding adequate and affordable health insurance on social media.

“We are working together to send lists of our members who may be at risk of losing coverage, namely to primary care or behavioral health providers that see members for regular care, or a specialty provider who sees members with chronic conditions,” Coury said.

Coury also explained how the health plan has partnered with numerous nonprofit organizations, faith-based groups, and schools to hold community events where individuals can receive support in updating their personal information within the AHCCCS system.

“We have workers trained in the state’s online portal Health-e-Arizona Plus on hand so anyone who needs their address or other information updated or needs help responding to a state notice can get the help they need,” Coury added. 

Arizona House’s Health and Human Services Committee approved a bill in February to shorten the Medicaid redeterminations process by three months (for a nine-month timeline) due to the continuous coverage requirement costing about $5 million per month for the 600,000 individuals who are estimated to be no longer eligible. If the bill becomes law, it would accelerate the redetermination process, which may impact individuals with complex needs who need to transfer providers and care.