House Bill No. introduced by S. Howell aims to enhance customer service within the Montana Medicaid program by implementing several key changes. The bill mandates that the Department of Public Health and Human Services (DPHHS) improve client-facing technology to ensure optimal mobile functionality, allowing applications, renewals, and required document submissions to be processed online and via phone. Additionally, the DPHHS is required to provide an expected wait time and a callback option for hotline callers, as well as to communicate with members through text messaging and email. Written Medicaid applications and renewal notices must be in plain language and translated into the state's five most commonly spoken languages. The bill also establishes quarterly reporting requirements to the legislature regarding Medicaid client service metrics.

Furthermore, the bill includes an appropriation of $200,000 from the general fund for the biennium beginning July 1, 2025, to support the implementation of these changes. Notably, the previous requirement for DPHHS to reopen offices of public assistance has been deleted, indicating a shift in focus towards enhancing digital services rather than physical office locations. The bill sets a target for a 60% ex parte renewal rate by June 30, 2026, and outlines specific metrics for reporting on application and renewal processes, hotline call volumes, and other relevant data to improve overall service delivery to Medicaid clients.

Statutes affected:
LC Text: 53-2-301
HB0885_1(1): 53-2-301
HB0885_1(2): 53-2-301
HB0885_1(3): 53-2-301
HB0885_1(4): 53-2-301
HB0885_1(5): 53-2-301
HB0885_1: 53-2-301
HB0885_2(1): 53-2-301
HB0885_2(2): 53-2-301
HB0885_2(3): 53-2-301
HB0885_2(4): 53-2-301
HB0885_2(5): 53-2-301
HB0885_2(6): 53-2-301
HB0885_2: 53-2-301