AHCCCS News & Updates 
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April 10, 2023

Virtual Chat Assistant Added to Answer Medicaid Renewal Questions

Meet SAM, the new virtual assistant designed to help Medicaid members get fast answers to common questions.

The Arizona Health Care Cost Containment System (AHCCCS) recently launched SAM, a virtual assistant, on the www.healthearizonaplus.gov website. SAM is available 24 hours a day to answer more than 30 common questions related to AHCCCS renewals.

“With the return to the regular Medicaid renewal process starting this month, AHCCCS is expecting increased traffic to our call centers and websites as the state redetermines eligibility for all 2.5 million AHCCCS members in the coming year,” said Kristen Challacombe, AHCCCS deputy director of business operations. “This chatbot is just one example of how we are implementing advanced technologies to improve the customer experience and reach members in new ways with important renewal information.”

AHCCCS accelerated its development process and was able to launch the chatbot in less than four weeks. Incoming questions will inform future enhancements.

In the coming months, AHCCCS call center agents will be able to field members’ questions in a live chat. Members will also be able to submit contact information changes directly into the chat tool instead of logging in to www.healthearizonaplus.gov.

Members with additional questions about renewals or the renewal process can call their health plan, call Health-e-Arizona Plus at 1-855-HEA-PLUS (1-855-432-7587), Monday through Friday 7:00 a.m. - 6:00 p.m., or find a community assistor at www.healthearizonaplus.gov.

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