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June 27, 2023

Live Chat and Automated Phone Calls Launched to Help AHCCCS Enrolled Members With Medicaid Renewal Questions

PHOENIX – The Arizona Health Care Cost Containment System (AHCCCS) announces two new tools to help enrolled Medicaid members complete their annual Medicaid renewal: live chat and automated phone calls to any individual whose renewal mail is returned.

The new live chat feature on www.healthearizonaplus.gov, the Medicaid eligibility website, is available during business hours to help enrolled members who have questions about their annual Medicaid renewal process. After hours, the chatbot SAM can answer more than 40 common questions about the renewal process.

“Live chat and automated phone calls are just a few tools AHCCCS is using to help members complete their renewal when it's their turn to do so,” Kristen Challacombe, AHCCCS deputy director of business operations, said. “We don’t want any eligible member to lose coverage. Each member will receive multiple touch points to encourage them to complete their Medicaid renewal, including a renewal notification one month prior to their renewal month and phone calls, texts, and/or email reminders, as well as an alert if their renewal is not completed by the response deadline.”

Annual Medicaid renewals began April 1 and, through March 2024, AHCCCS will determine eligibility for all 2.5 million members.

To make sure eligible members stay covered, AHCCCS asks all members to:

  1. Update mailing addresses, phone numbers, and email addresses in www.healthearizonaplus.gov. Login or call Health-e-Arizona Plus at 1-855-HEA-PLUS (1-855-432-7587), Monday through Friday 7:00 a.m. - 6:00 p.m. Review the Updating Your Contact Information flier English / Spanish to learn how to update your contact information in Health-e-Arizona PLUS.

    ALTCS members need to call 1-888-621-6880 to update their contact information or to get help with renewals.
  2. Sign up for text or email alerts from AHCCCS. Learn how in this flier.
  3. Watch for a renewal notification from AHCCCS.
  4. Respond to requests for more information so AHCCCS can determine eligibility.

For more help with an AHCCCS or KidsCare renewal, members can contact their health plan or a community assistor organization. Health plan member services phone numbers are printed on the member AHCCCS ID card and on the AHCCCS Available Health Plans web page.

To chat with an agent or SAM see www.healthearizonaplus.gov. For more information on the regular Medicaid renewal process, please visit www.azahcccs.gov/renewals.

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