Across Medi-Cal health plans, digital capabilities range from manual and fragmented to coordinated and scalable.
This assessment helps leaders understand where their organization falls and how their current member experience impacts quality and performance, operational efficiency, and member engagement and retention.
It evaluates digital readiness across four core dimensions that directly influence those outcomes:
- Digital Self-Service & Operational Efficiency
Reducing avoidable call volume and enabling members to resolve routine needs independently. - Quality & CalAIM Program Navigation
Helping members understand their benefits, access ECM and Community Supports, and close care gaps. - Language Access & Health Literacy
Ensuring members can comprehend required actions and available programs, regardless of language or literacy level. - Eligibility & Renewal Support
Providing clear, timely guidance that reinforces coverage continuity and reduces preventable churn.
Measured across these dimensions, the assessment identifies where friction may be limiting performance and where clearer digital navigation can unlock measurable operational and member impact.
