How CareSource Digitally Supports Ohio Medicaid Members

As a leader in managed care, CareSource has worked hard to elevate the services available to members enrolled in their Ohio Medicaid plan. With enhanced customer care options, engaging social media and a continual focus on resolving issues, CareSource is committed to keeping the member first in all we do.

Protecting Member Information with Project Connection

CareSource developed a HIPAA-compliant platform to meet the member where they are with personalized services. Nicknamed Project Connection, the initiative rapidly brought together many of our CareSource member services onto one simple, online page. Access to these services were critical during the stay-at-home orders and beyond in order to allow members to continue with routine healthcare, understand their plans and access additional support.  By providing this secure portal that works on desktop or mobile device, CareSource enables members to safely access services that can increase their health and their satisfaction. 

What makes this innovation even more unique is CareSource’s ability to provide a platform for a telehealth provider to deliver care and then connect with the member’s primary care provider. Many independent, rural providers do not have a telehealth platform, so this portal provides an open-source connection to give them the ability to securely connect with their patients in new ways. Additionally, for select rural providers, CareSource can provide real-time payments for these telehealth visits. This work is ongoing and will further be rolled out in 2021.

Creating a Compassionate Customer Care Team

As part of Project Connection, Lisa Cary, director of customer care, works to provide training, sharp listening skills and a framework for resolving concerns when they do arise. When asked about her philosophy of customer service, Lisa said:

“Our company mission is to make a lasting difference in our members’ lives— and every call is a chance to do just that. Sometimes things are complex and we work hard to ensure our Customer Care team is trained, compassionate and able to help.”

This focus on customer care has enabled CareSource to gain an A+ rating with the Better Business Bureau. According to a recent Health Payer Specialist article, of the top 20 payers, three have received official accreditation from the BBB for their practices and an A+ rating. CareSource is proud to be one of those companies.

Answering the Social Media Call

CareSource has also focused on improving its social media to enable storytelling and simplify solution seeking for members. Coupled with Project Connection and the existing Customer Care teams, this emphasis on social consumer care has allowed members to receive support in whatever channel is most convenient.

While most social media platforms are not secure enough to share Protected Health Information, many common member questions can be answered quickly and safely. From finding an ID card, researching a provider or simply finding the right phone number to call, social consumer care can meet with members right where they are with a combination of automated Artificial Intelligence (AI) and human assistance. As a result of their emphasis on proactive storytelling and reactive customer service, CareSource saw an 1100% increase in social consumer care inquiries in just one year.