The new system will focus on delivering a more personalized approach to the processing of Medicaid applications. Previously, in counties where the modernized system had been rolled out, applicants had to file applications online, which were processed in a centralized office. Questions about applications could only be submitted to a state-wide call center, with no single caseworker assigned to an individual application. This led to widespread problems, delays, and a general lack of accountability across the system.
Now, applicants will be able to speak face-to-face with caseworkers in their own counties about questions with their applications. Problems can be resolved before a decision is made on the application, which may lessen the need to file costly appeals. If an error is made, a caseworker directly assigned to the application will be able to address it.
It remains to be seen if this new system will bring about the reforms that have been desperately needed for so long. Nevertheless, it represents a good faith effort on the part of the State to address these serious problems. For counties (including Hendricks and Marion) where the modernized system had not yet been rolled out, there will be no changes, and Medicaid applications will be filed in the local county offices just as they always have been.