How a Regional Health Plan Boosted their Renewal Rates with Fortuna

Challenge

The regional health plan aimed to reduce churn in Medicaid renewals, especially at critical re-certification deadlines. Traditional renewal efforts often faced:

• Manual, call-driven processes and in-person bottlenecks
• High administrative costs and limited ability to proactively support members
• Limited visibility of account statuses and incomplete steps
• Missed renewal windows leading to avoidable coverage losses

Solution

Fortuna Health introduced a fully digital, end-to-end renewal workflow including:

• Fast, automated renewal through Fortuna's platform in 8+ languages
• SMS and email notifications to take direct action and inform on application status
• Self-Service Document Upload enabling uploads of pay stubs, enrollment letters, or attestation where no formal documents exist
• “Not Sure” fallback and navigator support for users who need help or cannot provide all documents immediately

We also removed unnecessary steps, simplified language, and consolidated flows to ensure clarity. Within the system, “Self-Action” functionality became a reusable module across proof types, rather than duplicated in every flow.

“Fortuna’s platform brings both innovation and empathy to one of the most complex challenges in health care: Medicaid navigation. Together, we are driving meaningful progress toward a more equitable, streamlined experience that helps individuals and families stay connected to the care they need.” - Plan President