Today’s Medicaid Council meeting focused on continuing problems with enrollment and recommendations to reduce Medicaid ED use. In response to a letter from Council members, we learned that 63% of calls to the DSS Benefits Center from August through December 2013 were dropped – people waited 17.5 minutes on average before hanging up. Things are getting better however – the backlog of applications is coming down and the average wait time to get a call answered has dropped from 90 to 25 minutes. DSS shared operational improvements they expect will continue to improve customer service and they plan to implement a “call back” option. They also promised to include these measures in the monthly dashboard on program performance starting next month.