Training Enrollment Broker Call Center Staff: Tips for States Implementing Capitated Financial Alignment Demonstrations

Many states implementing capitated model financial alignment demonstrations rely on their Medicaid enrollment brokers to provide information to potential enrollees in the demonstrations’ Medicare-Medicaid Plans (MMPs). The enrollment brokers’ Customer Service Representatives (CSRs) should be able to communicate complete and accurate information about the demonstrations. This tool describes the key areas of information that CSRs should master to improve the quality of decision-support services for beneficiaries who are being passively enrolled in a MMP. States can share this brief with their enrollment brokers to help with training and monitoring of CSRs.