Date: August 11, 2026

Time: 1:30 p.m. – 3:30 p.m.

Type of Meeting: Virtual

Members Present: 3 out of 3 members were present

HCPF Staff Present: Antoinette Taranto, Chief Customer Officer; Thessica Covato, Member Engagement Specialist

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Meeting Objectives

  • Continue to build understanding and commitment for person- and family-centeredness.
  • Provide opportunities for collaboration between the Department and members with the goal of improving member experience.
  • Review member feedback about Non-Emergent Medical Transportation (NEMT) and identify issues to carry forward as potential recommendations.
  • Continue refining the Provider Directory recommendations and speaker notes for the September Medical Care Advisory Committee (MCAC) meeting.

Disclosure of Conflict of Interest

All members confirmed no conflicts of interest. 

Old Business

Additional MEAC Alumni Council Seats

Staff provided an update on recruitment for additional Alumni Council seats. The application period is scheduled to close on August 16. Staff planned to send a final reminder before the deadline and then begin interviews.

The goal is to fill approximately two or three seats depending on the applications received. Staff would like new members to attend the September MCAC meeting so they can observe the council presentation process before joining the presentation rotation. Members discussed allowing new members to begin presenting when they are comfortable, potentially beginning with the December transportation topic.

Review of MEAC Meeting Feedback: NEMT

The council reviewed feedback from the earlier MEAC discussion about Non-Emergent Medical Transportation and considered issues that may become future recommendations. Members agreed that concerns from the current system remain relevant during the transition to the new statewide broker because transportation providers and drivers may continue to be used across systems.

Driver Experience and Member Feedback

Members discussed the importance of an easy, immediate way for members to provide feedback about drivers and rides. The current reporting process can require members to locate a separate reporting channel, while an in-app rating or feedback feature could make it easier to identify both poor and excellent service.

  • Consider a simple post-ride rating or feedback function in the transportation app.
  • Allow members to report concerns such as unsafe or inappropriate behavior, poor vehicle conditions, unnecessarily long routes, or other service problems without having to search for a separate reporting process.
  • Include a way to recognize drivers who provide high-quality service.
  • Consider privacy and practical concerns in rural areas where only one or very few drivers may be available.

Awareness of the Transportation Benefit and Mileage Reimbursement

Members emphasized that many people may know transportation is a Health First Colorado benefit without understanding how to access it or that mileage reimbursement may be available when a family member or other person provides transportation. This was viewed as especially important for rural members who may travel long distances for specialty care.

Survey results reviewed during the meeting reinforced the awareness issue. Staff noted that 66% of respondents knew NEMT was a Health First Colorado benefit, while many respondents reported learning about it through informal sources such as family and friends. Members said information should explain not only that the benefit exists, but also how to use it and how reimbursement works.

Rural Travel, Distance Requirements, and Administrative Burden

Members discussed additional paperwork or authorization requirements that may apply when a member must travel farther to receive care. Rural members noted that the closest appropriate specialist or hospital can be well beyond a typical local travel radius. Requiring repeated documentation for an established specialist can create burdens for both members and providers.

The council identified this as an area for additional research before recommendations are finalized. Members also acknowledged the need to balance administrative simplification with program integrity because transportation has experienced significant fraud concerns.

Customer Service, Reliability, and Implementation

Members reviewed survey feedback showing that transportation experiences were often polarized, with respondents describing either very positive or very negative experiences. Common challenges included long telephone wait times, difficulty with online scheduling, late rides, and rides that did not arrive. Customer service, driver professionalism, and reliability emerged as leading themes for future recommendations.

The group also discussed the transition to the new broker. Members generally expressed optimism about the app and the broker’s willingness to improve, while recognizing that implementation is still underway. Staff shared that the broker app maybe be added as a trusted partner app within the Health First Colorado mobile app, which should make it easier for members to locate.

Eligibility Messages and Ride Scheduling

Members discussed how transportation scheduling can be affected when eligibility information has not yet been updated for a future month. A ride denial that references Medicaid eligibility may be confusing to a member, particularly when the underlying issue is an eligibility record that is still being processed. The council noted the importance of clear messages that tell members what happened and what action, if any, they need to take.

Worktime: Provider Directory Recommendations

The remainder of the meeting focused on reviewing the draft September MCAC presentation, assigning speakers, and refining the content and speaker notes. The presentation is based on the June 2026 Member Experience Survey, ongoing MEAC discussions, and the July hands-on review of the Provider Directory during the MEAC meeting. The draft presentation organizes member feedback around three themes: provider information accuracy, better search tools, and a search experience that is easier to understand and use.

Presentation Roles and Flow

Members divided the presentation so that each speaker would cover related groups of slides rather than alternating frequently. 

Provider Information Accuracy

The council reviewed examples showing why members may not trust Provider Directory information. One example contained only a provider’s first name, a school district Medicaid office phone number, and an address that did not appear to be valid. Members discussed the difference between information that may have been accurate when originally submitted and information that is still current and useful to members.

The draft recommendations include keeping provider information current, accurately showing whether providers accept new Health First Colorado patients, establishing regular verification expectations, and giving members an easy way to flag incorrect information. 

Search Filters, Provider Type, and Specialty

Members continued to find the Provider Type and Provider Specialty categories confusing. Selecting a provider type such as psychologist/therapist does not necessarily narrow the specialty list to related behavioral health specialties. Members also noted that common searches such as pediatrician, primary care, speech therapy, and nutrition are difficult to locate or may not appear as expected.

The group agreed that members should not need to understand technical distinctions between “provider type” and “specialty type” to find care. The draft recommendations call for clearer, more intuitive filters, improved provider-name searching, and search options that return consistent results.

Accessibility, Virtual Care, and Mobile Services

Members said a general “accessible: yes/no” designation does not provide enough information to determine whether a location will meet an individual’s needs. Accessibility may involve entrances, exam rooms, space for mobility devices, communication access, or other features. Members also noted that telehealth and mobile or home-based services can expand access, particularly when local providers are limited.

The presentation recommends providing more specific accessibility information and allowing members to find virtual or mobile providers based on the areas they serve, not only the location of a provider’s office.

Members With Medicare or Other Insurance

Members discussed the difficulty of identifying providers who accept both Health First Colorado and another insurance plan. The group refined the recommendation so the directory would at least help members identify providers who accept Medicaid and Medicare, rather than attempting to maintain every specific Medicare Advantage product. Members could then contact a provider to confirm acceptance of their specific plan.

Simplifying the Search Experience

Members supported plain-language guidance and step-by-step prompts for people who have limited computer skills or are unfamiliar with the search tool. Specific usability concerns included difficulty locating the primary care checkbox, filters remaining active between searches, unclear result ordering, and searches by provider name that do not consistently surface the expected provider.

Provider Availability

The council agreed that improvements to the directory cannot solve provider shortages, particularly for rural members seeking specialists. However, more complete information about telehealth, mobile services, service areas, and provider availability could help members identify options that are otherwise difficult to find.

Annual Report Discussion

Staff shared that the MCAC annual report had been posted to the MCAC website so the reporting deadline could be met while state responses to recommendations were being finalized. Alumni Council members were encouraged to review the report and the state responses to member recommendations.

Future MCAC Discussion

Members discussed how recommendations from the Alumni Council are considered by the full MCAC. The group noted that MCAC members receive presentation slides in advance, but may still be hearing the full context for the first time during the meeting. Members suggested exploring ways for MCAC to revisit topics after members have had time to consider the recommendations and to make areas of agreement or disagreement more explicit. Staff agreed to discuss the issue further and review the applicable requirements and annual report structure.

Wrap-Up and Next Steps

State staff will:

  • Complete the application period and begin interviews for new Alumni Council seats, with the goal of having new members observe the September MCAC meeting.
  • Update the Provider Directory presentation and speaker notes based on the August discussion, including slide order, examples, wording, speaker assignments, and color-coded handoffs.
  • Research transportation distance and paperwork requirements, including issues affecting rural travel and established specialty care.
  • Follow up on Provider Directory background information that may help MCAC understand current data sources, federal requirements, and planned improvement work.
  • Raise the discussion about MCAC review, alignment, and opportunities to revisit member recommendations with MCAC leadership.
  • Share the annual report and finalized information with MEAC when appropriate.

Members will:

  • Meet independently on Friday, August 14 at 1:00 p.m. to continue refining the September presentation and speaker notes.
  • Review the assigned slides and identify any recommendations that should be revised, removed, or clarified.
  • Prepare for a dry run of the September MCAC presentation during the next MEAC meeting.

Adjourn

Next Alumni Council work session: September 8, 2026 at 1:30 p.m. (virtual).