The solution

Improve the enrollment process 

The state built out an internal Salesforce application for county agents to manage incoming enrollment requests and verify eligibility. The new system also makes it easy for case workers to contact the applicant if more information or additional documents are required. The application also automates processes such as assigning case workers and alerting residents that their application was received, and streamlines many of the workflows involved in the enrollment process. The state also uses MuleSoft to integrate the application with other systems such as SSI, Veterans Services, and Molina/DXC (the main insurance provider for many state funded programs). These integrations provide a more streamlined approach to eligibility verification and claims submissions. In some cases, the SSI integration even allows residents to be enrolled in Medicaid automatically, without having to apply for it separately, if they qualify for Medicaid under SSI.

Make it convenient for the residents

The state also built public facing pages for residents to fill out an application, and a portal for applicants to manage their application details, update information about each family member, upload documents, and view the status of their enrollment and benefits. The entire application is mobile friendly and cross browser compatible, so residents can use the system from any PC or mobile device.

What about privacy and security?

In order to stay within the state’s privacy and security guidelines, the application takes advantage of Salesforce’s Government Cloud solution. Government Cloud is a separately partitioned instance of the Salesforce CRM and platform, specifically for use by federal, state, and local governments. Government Cloud complies with various DoD, FedRAMP, and SOC requirements, and Salesforce is continually engaged with FedRAMP and DoD officials to stay aligned with government expectations.