Case Study: CareSource modernizes and automates premium payments to boost member satisfaction with Fiserv (BillMatrix)

Modernizing and Automating Premium Payment Experiences With Fiserv

CareSource, a nationally recognized Medicaid managed-care plan serving more than two million members, needed to modernize and simplify its premium payments journey with a hosted, mobile-optimized omnichannel experience that supported digital wallets and more flexible autopay. To meet this need they selected Fiserv and its BillMatrix Biller Direct solution (Guest + Registered Web, IVR, Mobile) along with CheckFreePay for in-person cash payments.

Fiserv migrated existing autopay enrollments and deployed BillMatrix and CheckFreePay to enable ACH, debit, credit, ApplePay and GooglePay, one-time and future-dated payments, staff reporting/transaction research, and cash payments at 30,000 locations. The implementation drove measurable results: 15–18% of BillMatrix payments now originate on mobile, BillMatrix processes $25–30M monthly, hundreds of members have adopted ApplePay/GooglePay, and CareSource reports improved member satisfaction and more efficient staff operations.

CareSource

Kristy Adams

Senior Director