Maryland Health Connection reports record enrollments and technological advancements in healthcare services

In a recent meeting of the Maryland Health and Human Services Committee, officials highlighted the impressive achievements of the Maryland Health Connection, which serves one in five Marylanders. The platform, crucial for health, dental, and vision coverage, reported record enrollments, with nearly 250,000 new sign-ups in January alone, marking a 56% increase since the pandemic began.

Key advancements in technology were showcased, including the integration of a generative AI chatbot named Flora, which successfully handled 650,000 consumer queries in 2024. This innovation aims to reduce the burden on call centers, where costs can reach up to $12 per call. Additionally, the implementation of an AI-powered call center agent has streamlined operations, managing 38% of password resets since December.

Despite these successes, challenges remain. The call center is currently strained due to the ongoing Medicaid Public Health Emergency Unwinding, which has affected 1.4 million recipients. Officials are actively seeking solutions to manage increased fulfillment costs and maintain budgetary constraints while continuing to provide essential services.

The meeting underscored the importance of enhancing consumer experience and reducing administrative costs, with a focus on outreach to diverse communities. Enrollment among Hispanic consumers rose by 25%, while Black community enrollments increased by 23%. As Maryland navigates these challenges, the commitment to improving health coverage access remains a top priority.