For more than 6 months, the new enrollment broker (and fiscal agent) for Florida Medicaid, EDS, has caused serious problems for Medicaid recipients trying to enroll and/or to obtain the basic information necessary to ensure appropriate and timely access to care.

Medicaid recipients are the most vulnerable Floridians, and already face both huge barriers to accessing care as well as dire consequences when that access is impeded or denied.

Examples of problems encountered by recipients include:

·  Assignment to an HMO or MediPass without their knowledge or consent.

·  Inability to change plans due to problems with their plans or providers.

·  Lack of access to provider network directories and other important plan information needed to make an informed choice or access care.

·  Long delays or errors in processing that result in delays or denials of care.

Dear [ Decision Maker ] ,

To EDS:

Medicaid consumers are suffering through countless hardships due to the fact that they are unable to get through to the phone lines.

We, the undersigned, find this situation unacceptable. We therefore call on Secretary Benson to, at a minimum, immediately take the following actions:

1) Suspend "auto-assignment" (in non- Medicaid Reform counties) until EDS' problems are resolved, and that resolution is confirmed through the release of EDS performance reports. (Although AHCA has previously noted that State law says that recipients who do not make a choice must be auto-assigned, this can't possibly apply to recipients who can't get information and assistance, and, therefore are left with no choice.)

2) Establish a telephone "triage" process to ensure that beneficiaries with the greatest medical needs or who face the most significant barriers are moved "to the front of the line".

3) Require EDS to continue increasing capacity (in the form of staff and/or technology) until they can successfully manage the backlog of calls.

4) Expedite the development of an Internet-based enrollment process, and improve the quantity and quality of information available on-line.

Signed by:

Campaign Launched:
January 20, 2009