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Address Update Messaging Toolkit

Messaging Toolkit for Phase 1 of the End of the Public Health Emergency

Goals: Protect coverage, reduce churn, reduce inequities, fulfill all legal obligations, and meet mandated timeframes. 

The Illinois Department of Healthcare and Family Services (HFS) is taking steps to prepare for the end of the Federal Covid-19 Public Health Emergency (PHE). When the PHE ends, the federal Centers for Medicare & Medicaid Services will end its continuous coverage provision. This provision has allowed HFS to keep Medicaid customers insured without confirming all eligibility requirements. As a result of this continuous eligibility, Medicaid customers have not been asked to update their information for two years. That new information is now critical for their continued coverage. 

As the PHE ends, the Department's goals are to protect coverage for as many people as possible, reduce churn, reduce inequities, fulfill all legal requirements, and meet federally mandated timeframes.

The Department does not know when the PHE will end. When it does, HFS will send redetermination materials to each household during the month when they would have been up for renewal if it weren't for the PHE's continuous coverage provision. 

To help as many people as possible keep their Medicaid coverage, HFS needs updated addresses to send people their renewal forms. We need to do everything we can to make sure they receive their forms and return them, and we request your help to accomplish this.

People who use Medicaid can update their addresses two ways: calling the HFS hotline (877-805-5312), or through an HFS web form (medicaid.illinois.gov). In the toolkit below, HFS has provided templates messages for you to use to encourage people to call the hotline or visit the web form.

Please distribute these messages far and wide to reach as many people who use Illinois Medicaid as possible. Repetition is key to adoption, so please send these multiple times. Please feel free to adapt this messaging to suit your needs as you conduct your outreach, but bear in mind research has shown that getting into too much detail about the public health emergency is counterproductive to the effectiveness of using these messages to get updated addresses.

For translated versions of the messaging and graphics, please download a translated toolkit from the sidebar.

Phase 1: Update your information

General messaging for MCOs, HFS and state agencies, healthcare providers, advocacy organizations and community partners. Please distribute multiple times via all available channels (email, text, flyers, social media, etc.).

Phase 1 Global Messages

Medicaid members! Don't risk losing your health insurance. Update your address with Illinois Medicaid.

Illinois Medicaid needs to send you paperwork. To keep your health insurance, use an address where mail can always reach you.

Updating your address is easy, fast and free. Call 877-805-5312 from 7:45am–4:30pm or visit medicaid.illinois.gov. If you use a TTY, call 1-877-204-1012.

Template Messages

Please distribute these messages through all available channels. Repetition is key! For best results, please send messages at least three to seven times.

Social 

📣 Medicaid members! Don't risk losing your health insurance 🚑❤️💊. Update your mailing address with Illinois Medicaid 💌! Free at 877-805-5312 from 7:45am–4:30pm or visit medicaid.illinois.gov

[Download the social media graphic in the language of your choice from one of the toolkits on the right]

Text: 

Medicaid member! Don't risk losing your health insurance. Update your address with IL Medicaid! Free at 877-805-5312, medicaid.illinois.gov. Txt STOP to stop

IVR Script:

Don't risk losing your health insurance. Illinois Medicaid needs to send you paperwork. When our agent joins the line, let them know you need to update your address. To keep your health insurance, use an address where mail can always reach you. We will not share your information.

Website language:

Medicaid members! Don't risk losing your health insurance. Please update your address with Illinois Medicaid. It's easy, fast, and free: Call 877-805-5312 from 7:45am–4:30pm or visit medicaid.illinois.gov. If you use a TTY, call 1-877-204-1012.

Email language 

Dear Medicaid member,

Don't risk losing your health insurance. Please, update your address with Illinois Medicaid today!

Illinois Medicaid needs to send you paperwork. To keep your health insurance, use an address where mail can always reach you.

Medicaid pays for your healthcare, like visits to your doctor and your medicine. By updating your address, you can avoid surprises and get updates about your insurance.

Take charge of your health ! Please take care of this right away so you can keep the health insurance you have. Call 877-805-5312 for free from 7:45am – 4:30pm. If you use a TTY, call 1-877-204-1012. Or visit medicaid.illinois.gov.

Flyer

Do you get health insurance through Medicaid?

Don't risk losing your health insurance. To keep your insurance, Illinois Medicaid needs to be able to send you paperwork. Give them an address where mail can always reach you.

Updating your address is easy, fast, and free:

  • Call 877-805-5312 for from 7:45am – 4:30pm. If you use a TTY, call 1-877-204-1012.
  • Visit medicaid.illinois.gov


[Download the flyer in the language of your choice from one of the toolkits on the right]

Medicaid pays for your healthcare, like visits to your doctor and your medicine. By updating your address, you can avoid surprises and get updates about your insurance. That way you can still see your doctor and pay for your medicine.

Please take care of this right away so you can keep the health insurance you have.

Outbound Call Script: 

Hello, this is YOUR NAME from ORGANIZATION. Is CUSTOMER NAME here? [WAIT]

Hi CUSTOMER NAME, I'm calling from ORGANIZATION to help you keep your Medicaid health insurance. Illinois Medicaid will need your address to send you paperwork about keeping your health insurance. Do you have a minute to update your address? [CUSTOMER RESPONSE]

Ok let's get started! You can update your address online or by calling the Medicaid hotline. Which do you want to do?

IF ONLINE: OK, can you get to a web browser? Visit www2.illinois.gov/hfs/address. You can start filling that form out now and I'll stay on the line in case you have questions. Let me know when you are done!

IF PHONE: OK, to keep your information safe the state requires that you give them your address directly. Can you write down this number to call them? Call 1-877-805-5312 and select Option 8 to report an address change.

If they need reassurance that this isn't a scam, direct them to the state website with the ONLINE script.

PSA

Do you get health insurance through Medicaid?

Don't risk losing your health insurance! Illinois Medicaid needs to send you paperwork. Give them an address where mail can always reach you.

Updating your address is easy, fast, and free. Call 877-805-5312. That's 877-805-5312. 877-805-5312.



HFS

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Illinois Department of Healthcare and Family Services

JB Pritzker, Governor • Theresa Eagleson, Director




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