Case Study: Leading Insourcing Medicaid Company achieves seamless insourcing of Medicaid operations with Optum

How third-party consulting assistance can help payers move their Medicaid operations in-house without interrupting services or impacting performance.

Leading Insourcing Medicaid Company faced a fast, complex insourcing of its Medicaid business previously handled by a BPO, with limited in-house Medicaid expertise, new regulatory requirements, and an aggressive 6‑month timeline. To manage this, the customer engaged Optum’s consulting services to provide Medicaid domain expertise, project management, technical architecture, and functional leadership.

Optum implemented an agile delivery model with project managers, technical architects, and functional leads who developed workflows, updated policies and procedures, delivered staff training, conducted testing, and executed an hour‑by‑hour transition plan. The result: the entire Medicaid line of business was successfully insourced with more than 500 staff transitioned, a seamless go‑live with no interruption to operations or performance standards, and delivery on the six‑month schedule.