Maximus awarded $62M contract from Pennsylvania DHS

Maximus (MMS) announced it was selected by Pennsylvania’s Department of Human Services to continue administering the Pennsylvania Enrollment Assistance Program under a five-year, $62M contract. In partnership with DHS, Maximus has provided information about healthcare options, health plans, and providers to Pennsylvanians since 2009. Maximus currently assists eligible Pennsylvanians with health plan enrollments; under this latest contract award, the population will expand to include Children’s Health Insurance Program recipients. The state determines CHIP eligibility and plan assignment, while Maximus supports CHIP recipients for plan changes. Maximus will deploy digital solutions that facilitate access to the information residents need through multichannel engagement. Building on the program’s website and mobile app, new technology enhancements will include 24/7 web chat, text messages, and email notifications. The program’s digital assets will also be updated to ensure digital accessibility compliance. Additionally, Maximus will apply a new AI-based training tool for staff supporting its digital customer contact center. Customer service agents will educate and guide residents through the enrollment process, assist them with selecting a health plan and primary care physician that meets their needs, and support them with plan changes. The training tool provides new agents with simulated call scenarios to enhance their preparation for providing residents with high-quality customer service.