New Jersey’s Department of Human Services Medicaid Division has signed a $76 million contract extension with Xerox to continue managing healthcare benefits for NJ FamilyCare, a federal- and state-subsidized health insurance program that provides access to affordable healthcare for uninsured children. Under its extended contract, Xerox will upgrade the program’s communications with citizens and implement new, cost-efficient processes for simplifying enrollment.
Xerox has supported NJ FamilyCare since 2005, processing applications, managing eligibility and enrollment, and operating a customer service center. In addition to these services, Xerox is deploying technologies that automate processes and provide NJ FamilyCare members with different options on how to access information about their accounts, including a new text messaging program and a secure Web portal. The partnership aims to incorporate technology that simplifies the application process and encourages program participation.
Users of NJ FamilyCare will now be able to access services through the telephone, online or by text message. The company is building out a secure web portal for online access or users can text NJ FamilyCare to get information on account balances, application and eligibility status, and enrollment details upon request. The updates aim to speed response times to customers and provide the convenience of having 24/7 access to their information.
New Jersey has long focused on making NJ FamilyCare more accessible and easier to use. In 2009, it was one of the first states to implement “Express Lane Eligibility,” which accelerates enrollment or renewal in Medicaid or Children’s Health Insurance Program (CHIP) by allowing use of income tax returns and school lunch program information for determining eligibility.