1. Arkansas Process Improvement Project Derick Easter, Arkansas Advocates John Kennedy, DHS Mary Jane Harris, DHS Sharon Benton, Poplar House Clinic

2. Project Aim Statement: Decrease the percentage of Medicaid case closures by one-third within 6 months (January 1, 2004 – June 30, 2004) by calling families that fail to return their renewal form and conduct re-enrollment via the telephone. Strategy: Follow up with customers prior to Closures

3. Changes Tested to Date • First of all we wrote a script for case workers to use when making calls • Then we tested it with the workers • Next, we changed the Annual Renewal Notice and Eligibility Report Form to accommodate doing re-enrollment via the telephone. • Then we developed procedures for the caseworkers to follow when doing re-enrollment via the phone. • Then we started making calls

4. SUMMARY To date we have made 128 calls and completed 89 renewals by phone. For more information please refer to our data sheet posted on the story board