Date: July 14, 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; Cesar Zatarain, Community Liaison

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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 to identify whether the provider directory is working as intended.
  • Develop clear, actionable recommendations for the September Medical Care Advisory Committee (MCAC) meeting.

Disclosure of Conflict of Interest

All members confirmed no conflicts of interest.

Old Business

Bylaw Review

Members completed their annual review of the MEAC Alumni Council bylaws. No changes or clarifications were recommended, and the council agreed that no bylaw updates were needed.

Annual Report Update

Staff shared that Department program areas were preparing responses to the council’s recommendations for inclusion in the annual report.

The anticipated review process includes:

  • Providing the draft annual report to MCAC members for review, questions, and comments.

  • Allowing approximately one week for MCAC members to provide input before the report is finalized.

  • Posting the final annual report on the Department’s website in August 2026.

Staff expected to share the draft with MCAC members within approximately two weeks.

New Business

Additional MEAC Alumni Council Seats

Staff announced plans to add new seats to the MEAC Alumni Council to expand participation and distribute the council’s work among more members.

Discussion included:

  • Recruiting from the larger group of former MEAC members.

  • Plan to fill at least two additional seats.

  • Possibly staggering the start dates or terms of new members so that council members do not all complete their service at the same time.

  • Considering a process for input for current council members near the end of the applicant review process.

Staff will share additional information with the council as plans are finalized.

Development of September MCAC Recommendations

Provider Directory Review and Member Feedback

Members began developing recommendations about the Health First Colorado and CHP+ provider directory for the September MCAC meeting. The discussion drew from the provider directory activity completed during the earlier MEAC meeting and preliminary results from the June member experience survey, which received nearly 5,000 responses.

Members said that having multiple people test the directory at the same time, using different devices, was especially helpful. The activity showed how the search experience can vary based on the device used and the complexity of a member’s needs.

Search Experience and Functionality

Members identified several parts of the search process that may be confusing or difficult to use.

Discussion included:

  • The provider name search did not consistently return expected results.

  • The primary care provider option was difficult to locate.

  • The difference between provider type and provider specialty was unclear, and common options such as primary care, pediatrics, and nutrition were difficult or impossible to find.

  • Members could not easily refine a search and had to clear or reset their filters before trying again.

  • The search did not clearly prompt members to enter a location before selecting a mileage range, which could produce results far from the area they intended to search.

Members recommended offering a guided search that asks plain-language questions one step at a time, while still allowing experienced users to go directly to the search fields.

Provider Information and Accuracy

Preliminary survey results showed that inaccurate or outdated provider information was a leading concern. Members described calling providers listed as accepting Medicaid only to learn that they were not accepting additional Health First Colorado members.

Discussion included:

  • Clearly distinguishing between providers enrolled with Medicaid and providers currently accepting new Medicaid patients.

  • Recognizing that some enrolled providers accept Medicaid for only a limited number of patients or for one specific patient.

  • Preventing incomplete or invalid listings.

  • Adding validation requirements when provider information is entered and creating a way for members to report inaccurate listings.

  • Including approximate appointment wait times so members know whether care is available within a reasonable period.

Accessibility and Service Details

Members discussed the need for more specific information about accessibility. A general statement that an office is ADA compliant does not tell a member whether the office has features such as an accessible exam room, examination table, or enough space to use a wheelchair safely.

Members also discussed:

  • Listing the specific accessibility features available at each location.

  • Showing whether a provider offers mobile, home-based, or virtual services.

  • Including providers in location-based results when they serve the member’s area, even if the provider’s office is outside the selected search radius.

  • Providing Regional Accountable Entity (RAE) affiliation information for behavioral health providers.

Members With Other Health Insurance

Members discussed the difficulty of finding providers who accept both Health First Colorado and another insurance plan, including Medicare or a Medicare Advantage plan.

Potential improvements included:

  • Providing information about other insurance plans accepted by each provider.

  • Allowing members to export search results as a PDF or spreadsheet so they can compare the list with providers covered by their other insurance.

Next Steps for Recommendation Development

Staff shared an early draft presentation organized around improving the provider directory. Members agreed that all of the examples and recommendations discussed during the meeting should be incorporated into the next draft.

The council will continue reviewing and refining the recommendations during its August meeting and additional work session in preparation for the September MCAC presentation.

Wrap-Up

State staff will:

  • Update and share the draft provider directory presentation based on the meeting discussion.
  • Continue analyzing survey write-in responses to share at the August meeting.
  • Share recruitment information and updates about the process for filling additional Alumni Council seats.

Members will:

  • Review the revised presentation and consider additional recommendations before the August meeting and work session.

Adjourn

Next Meeting: 

  • August 11, 2026 (virtual)