Blake Shaw, Author at C!A: Change and Innovation Agency

Using data to help redetermine Medicaid Eligibility
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Using data to help redetermine Medicaid Eligibility

Using data to help redetermine Medicaid Eligibility

Capacity is a central concern for Medicaid agencies across the country as they redetermine coverage. The first step towards addressing this is to reduce the workload through ex parte resolutions. However, to truly empower the agency's workforce, it is crucial to equip them with the right tools and eliminate the need to search through multiple systems. While various data options exist, the key lies in proper curation - how we utilize, serve, and refine the data. By doing so, we unlock the full capacity of our existing workforce.

By Blake Shaw|September 2023|Categories: Business Process Redesign, PHE Unwinding|Tags: Blake Shaw, Capacity, Capacity Crisis, ex parte rates, Government, Human Services, Medicaid, No Touch Eligibility, PHE Unwinding, Public Health Emergency, Redeterminations, Workload|

Back to the Basics: Proven Approach to Identify, Tackle and Overcome Backlog
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Back to the Basics: Proven Approach to Identify, Tackle and Overcome Backlog

Back to the Basics: Proven Approach to Identify, Tackle and Overcome Backlog

To effectively prepare for, navigate, and manage redetermination and associated program backlogs that will undoubtedly develop in the coming weeks and months as agencies unwind PHE, here are five critical steps agencies can take.

By Blake Shaw|June 2023|Categories: Business Process Redesign, PHE Unwinding|Tags: Backlog, Blake Shaw, Capacity, Capacity Crisis, Data, Eligibility Workers, Government, Insights, Measures, Medicaid, Pandemic, PHE, PHE Unwinding, Public Health Emergency, Public Health Emergency unwinding, Redetermination, Results, Safety net programs, Staffing shortage, Technology, Workload|

Reducing the Self-Created Workload: Making Room for a Wave of New Customers
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Reducing the Self-Created Workload: Making Room for a Wave of New Customers

Reducing the Self-Created Workload: Making Room for a Wave of New Customers

Human Service Agencies across the country are grappling with a new wave of customers seeking support—many for the first time—due to the COVID-19 health crisis and subsequent economic downturn.

Adaptive Leadership: Streamlining Processes Before Automation
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Adaptive Leadership: Streamlining Processes Before Automation

Adaptive Leadership: Streamlining Processes Before Automation

Before you automate, consider these simple steps to speed up how your work gets done.

By Blake Shaw|February 2018|Categories: Business Process Redesign, Medicaid/Social Safety Net Programs|Tags: Automation, Backlog, Capacity, Customer, First Contact Resolution, Government, Human Services, Increase Capacity, Innovation, Medicaid, Metrics, Public Assistance, SNAP, Technology, Thought Leadership|

Never Get Behind Again: Old Thinking Through a New Lens
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Never Get Behind Again: Old Thinking Through a New Lens

Never Get Behind Again: Old Thinking Through a New Lens

Break free of backlog by focusing on one-day timeliness.

By Wayne Salter, Blake Shaw|April 2017|Categories: Business Process Redesign, Medicaid/Social Safety Net Programs|Tags: Backlog, Blake Shaw, Call Centers, Capacity, Customer, Data, Efficient, First Contact Resolution, Government, Human Services, Increase Capacity, Medicaid, Public Assistance, SNAP, Technology, Thought Leadership|

One and Done: The Strategy and Measures You Need to Make Your Call Center Work
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One and Done: The Strategy and Measures You Need to Make Your Call Center Work

One and Done: The Strategy and Measures You Need to Make Your Call Center Work

In the face of increased customer demand and decreased resources, many human service agencies have turned to call centers in the hopes of serving more customers at less cost. What these agencies are quickly discovering is that phone centers actually drive up costs while killing employee and customer satisfaction at the exact same time. How [...]

By Blake Shaw, Michael Wisehart|February 2016|Categories: Business Process Redesign, Medicaid/Social Safety Net Programs|Tags: Blake Shaw, Call Centers, Capacity, Customer, Customer Service, First Contact Resolution, Government, Human Services, Increase Capacity, Measures, Medicaid, Process, Public Assistance, SNAP, Thought Leadership|

Process Management – They Speak for Themselves
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Process Management – They Speak for Themselves

Process Management – They Speak for Themselves

There have been many questions from program administrators on process management work at a time when state agency capacities remain stagnant while demand for public assistance continues to increase.