Case Study: Large Medicaid Managed Care Plan closes 56% more care gaps and improves member access with Experian Health scheduling solutions

Successfully closing gaps in care with member scheduling solutions

A large Medicaid managed care plan serving more than 850,000 members in the South Central U.S. partnered with Experian Health to make it easier for Medicaid and CHIP consumers to close gaps in care. The plan had lists of missed opportunities but relied on inefficient, confusing three‑way calls between plan staff, members and providers, leading to poor member experience and strained provider relationships.

Experian Health implemented a two‑phase solution: digital appointment scheduling in the call center (expanded to 150+ providers) and automated IVR/SMS outreach that lets members self‑schedule via phone or text, with confirmations and reminders. The platform also provides analytics to optimize show rates and lead times. Results included a 56% increase in gaps closed when agents booked digitally, a 32% lift from automated outreach, higher agent productivity, and 38% of bookings occurring outside practice hours for greater member convenience.