Case Study: Centauri Health Solutions achieves 3× growth in digital messaging engagement for Medicaid enrollment with LiveVox

A Digital-First Medicaid Enrollment Strategy Helps Americans Simplify Access to Healthcare

Centauri Health Solutions, a leader in hospital and health plan eligibility and enrollment solutions, faced surging Medicaid enrollment and the challenge of making the enrollment process easier and more accessible for members juggling busy lives. To reach members who weren’t engaging via traditional in-person or voice channels, Centauri turned to LiveVox and its next‑generation CCaaS platform to expand voice engagement into digital messaging and offer live, multichannel assistance.

Using LiveVox, Centauri launched a digital‑first Medicaid enrollment workflow in just two weeks, enabling seamless transitions between messaging and voice and unifying interaction data. The solution drove a +3X increase in digital messaging engagement and improved agent efficiency through many‑to‑one engagement, deeper customer insights for journey optimization, and a clearer path to automation and AI for recurring inquiries — all delivered with LiveVox’s omnichannel platform.

Centauri Health Solutions

Kyle Larner

Director of Operations Technology and Member Experience