Montana legislation · 2025 Regular Session
Montana HB885: Generally revise Medicaid laws to improve customer service
Status: Failed, May 20, 2025
What the bill says
A bill for an act entitled: "an act generally revising medicaid laws to improve customer service; requiring optimal mobile functionality of client-facing technology; requiring the department of public health and human services to provide an expected wait time and callback option for each hotline caller; requiring written medicaid applications and renewal notices to be written in plain language; requiring quarterly reports to the legislature on medicaid client service; requiring the department of public health and human services to reopen offices of public assistance…
From the engrossed text:
A BILL FOR AN ACT ENTITLED: "AN ACT GENERALLY REVISING MEDICAID LAWS TO IMPROVE CUSTOMER SERVICE; REQUIRING OPTIMAL MOBILE FUNCTIONALITY OF CLIENT-FACING TECHNOLOGY; REQUIRING THE DEPARTMENT OF PUBLIC HEALTH AND HUMAN SERVICES TO PROVIDE AN EXPECTED WAIT TIME AND CALLBACK OPTION FOR EACH HOTLINE CALLER; REQUIRING WRITTEN MEDICAID APPLICATIONS AND RENEWAL NOTICES TO BE WRITTEN IN PLAIN LANGUAGE; REQUIRING QUARTERLY REPORTS TO THE LEGISLATURE ON MEDICAID CLIENT SERVICE; REQUIRING THE DEPARTMENT OF PUBLIC HEALTH AND HUMAN SERVICES TO REOPEN OFFICES OF PUBLIC ASSISTANCE; ESTABLISHING REPORTING REQUIREMENTS; PROVIDING DEFINITIONS; AND PROVIDING AN APPROPRIATION; AND AMENDING SECTION 53-2-301, MCA." BE IT ENACTED BY THE LEGISLATURE OF THE STATE OF MONTANA: NEW SECTION. Section 1. Improved customer service -- direction to department -- report to legislature. (1) To streamline the Montana medicaid program application and renewal process, the department shall and (b) required document submissions electronically, including via upload from a mobile device. (2) (a) The department shall use text messaging and e-mail to communicate with members and applicants who provide cell phone numbers and e-mail addresses. (b) The department shall establish a system to notify members and applicants via text message and e-mail when verifications are due and when a renewal, recertification, or periodic report is due. (3) (a) The department shall provide a phone hotline for members and applicants. The hotline …