Amid declining Medicaid coverage nationwide, 16 states, including Missouri, were cautioned by federal Medicaid officials about lengthy Medicaid Call Center wait times discouraging coverage renewals. Data from the Centers for Medicare and Medicaid Services identify Missouri with the lengthiest wait times at 48 minutes. Among the 16 states, the average wait is 25 minutes with a 29% hang-up rate.  The increased wait times significantly surpass the less than 3-minute wait and less than 6% hang-up rate seen in other states.

Over 4 million people have lost Medicaid coverage during the mandatory renewal process in recent weeks. Loss of coverage for most individuals has been due to procedural issues, such as not returning renewal forms on time (AP News).  

16 states were warned about their Medicaid Call Center wait times potentially deterring people from renewing coverage: Alaska, Arizona, Florida, Hawaii, Idaho, Illinois, Kansas, Maine, Missouri, Montana, Nevada, New Mexico, Oregon, Rhode Island, South Carolina and Utah (KSDK).  

The average wait time among the 16 states was 25 minutes and the average hang-up rate was 29%. That's significantly higher than all other U.S. states, where the average call wait was less than 3 minutes and the average hang-up rate was less than 6%.

According to CMS data, Missouri accounts for the longest wait time among all states at 48 minutes, though state officials say that figure is misleading.

According to state Department of Social Services spokesperson Caitlin Whaley, Missouri has taken several steps since this information was reported to drive down wait times.

It is unclear whether the Missouri State Department of Social Services’ steps to lower call wait times have taken effect, or when they will begin to do so.

There are likely several factors affecting individuals’ ability and desire to renew their Medicaid coverage. More information is needed to determine and address all of these challenges.