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The level of customer service provided by Medicaid managed care organizations (MCOs) affects the overall member experience of care received from the MCO’s network of provider organizations. Research indicates that low member satisfaction increases health plan costs. Member satisfaction with care is an often-used metric for value-based purchasing arrangements. By improving customer service, the MCO can help its network provider organizations achieve higher performance ratings, and also improve profitability for both the provider organizations and the MCO.

Consumer experience in Medicaid managed care is influenced by the following factors that are within the MCO’s span of . . .

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