Case Study: a major state Medicaid agency in the Midwest improves eligibility processing and service continuity with Conduent

Major State Medicaid Agency in the Midwest processes 26,000 eligibility cases monthly with Conduent

A major state Medicaid agency in the Midwest was struggling to process hundreds of thousands of annual applications within federally mandated timelines due to staffing shortages, high employee turnover, and inconsistent training and quality assurance. The agency selected Conduent to modernize its eligibility clearinghouse operations and stabilize its workforce.

Conduent rebadged and retrained approximately 200 personnel, implemented a comprehensive SLA framework with 69 performance benchmarks, and transitioned operations to a hybrid work-from-home model. This solution delivered improved SLA compliance, operational consistency, and workforce resilience. Conduent successfully processed over 26,000 eligibility cases and 30,000 calls monthly while meeting required efficiency standards and received recognition from CMS for the agency's performance.