Empowering Users with Self-Service Options

Challenge

Medicaid enrollment has long been plagued by slow processing, burdensome paperwork, and in-person visits. Many applicants waited weeks, lost documents, or were delayed by administrative bottlenecks.State agencies needed a better solution that could:

• Reduce time to enrollment
• Minimize manual data collection
• Allow applicants to apply from any device
• Improve user satisfaction and application completion rates

Solution

Fortuna Health introduced a fully digital enrollment workflow including:

• Real-time eligibility checks via connected data sources (employer records, school/training, bank, volunteer hours)
• Online application flow optimized for mobile-first users
• 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.

“I used to spend an entire day gathering forms and driving to a county office. Now I applied on my phone in under 10 minutes — it was fast, clear, and I got confirmation within hours.”