Date: February 10, 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.
  • Develop clear, actionable recommendations for the Medical Care Advisory Committee (MCAC).
  • Strengthen alumni council collaboration by preparing for the December recommendation presentation.

Disclosure of Conflict of Interest

All members confirmed no conflicts of interest.

Announcements

Center for Health Care Strategies (CHCS) Beneficiary Advisory Council Learning Collaborative

Staff announced that Colorado applied to participate in Phase Two of the CHCS Beneficiary Advisory Council Learning Collaborative and was selected.

This national learning collaborative includes a small group of states that have established beneficiary advisory councils and are focused on strengthening and sustaining their councils. 

Staff explained that participation will allow Colorado to share its MEAC Alumni Council structure and recommendations, learn from other states, and bring back ideas to strengthen member engagement and council development.

Members expressed interest in reviewing public materials once they are released. Staff noted that participating states were asked not to share information publicly until CHCS completes formal communications.

Old Business

Rotation of MEAC Alumni at MCAC

Staff shared that the proposal for all three Alumni Council members to formally participate in MCAC meetings and rotate quarterly as co-chair was approved.

Key details include:

  • Alumni members will rotate quarterly as MCAC co-chair.
  • The other two Alumni members will serve as presenters.
  • Compensation will be provided for participation co-chair participation and for up to one hour of prep time before the quarterly meeting.
  • Alumni members may receive up to eight hours per year of independent work time (approximately two hours per quarter) compensation.

Members expressed appreciation for the flexibility of independent work time and confirmed that coordination with staff on scheduling will continue.

Recommendation Work Time: RAE Member Education Recommendation

The majority of the meeting was dedicated to reviewing and finalizing speaker notes and presentation flow for the upcoming March MCAC presentation on RAE Member Education.

Presentation Structure and Speaker Assignments

Members finalized:

  • Slide order and content adjustments
  • Speaker assignments for each slide
  • Talking points and transitions
  • Clarifications to ensure consistency in language and messaging

Survey Findings Review

Members refined how they will present key survey data, including:

  • 15% of dual-eligible respondents reported that they are familiar with their RAE.
  • 15% of all Medicaid members reported that they are familiar with their RAE.
  • 54% of MEAC respondents were familiar with their RAE.

Members emphasized that:

  • Confusion about RAEs spans across member populations.
  • Even highly engaged members serving on MEAC report lack of understanding about RAEs.
  • Dual-eligible members may mistake RAE communications for Medicare marketing materials and ignore them.

The group discussed the importance of clarifying that lack of awareness is not a member failure, but a system communication issue.

What’s Working

Members acknowledged:

  • Some members who experienced RAE changes during ACC Phase III reported timely outreach.
  • Some members enrolled in waivers reported consistent care coordination support.
  • Members who are in contact with their RAE often report positive, friendly interactions.

However, members clarified that while these supports work for some, they are not consistently experienced across the member population.

What’s Not Working

Members refined messaging around several recurring themes:

  1. Members do not know which RAE they are assigned to.
     Members shared quotes reflecting that many did not learn about RAEs until joining MEAC.
  2. Members do not understand what RAEs do.
     Members emphasized that communications often lack plain language and fail to explain how RAEs help members directly.
  3. Enrollment letters and materials are confusing.
     Members noted inconsistent terminology (e.g., “Regional Organization” vs. “RAE”) and language that feels overly technical.
  4. Member Handbook limitations.
     Members discussed:
      • Perception that the handbook is outdated due to unchanged cover design.
      • Lack of awareness when updates occur.
      • Heavy reliance on jargon.
      • Limited member use.
  1. HFC Website “Need Help” page does not reference RAEs.
     Members noted that RAEs are not clearly positioned as a help resource on key navigation pages.
  2. Calls from unknown numbers reduce trust.
     Members described receiving calls from unidentified numbers claiming to represent Health First Colorado or affiliated entities. This created confusion and, in some cases, distrust.

Members discussed the importance of:

      • Clear identification in phone calls and voicemails.
      • Connecting RAEs explicitly to Health First Colorado.
      • Exploring strategies (such as advance text notifications) to build legitimacy and trust.
  1. Difficulty finding providers.
     Members reported experiences of:
      • Receiving provider lists without assistance contacting offices.
      • Being referred back and forth between practices.
        Extended wait times for appointments.

Members emphasized that when members are unable to find providers, RAEs should actively assist beyond providing lists.

Refined Recommendations

Members finalized the following recommendations for MCAC presentation:

  1. Implement a “Get to Know Your RAE” campaign for new members using plain language and clear explanations of how RAEs help.
  2. Ensure all member materials consistently and clearly explain RAEs and their functions across letters, handbooks, and websites.
  3. Require RAEs to conduct proactive outreach to all members at least twice per year to reinforce awareness and available supports.
  4. Redesign the Health First Colorado “Need Help” webpage to include RAEs and clarify where members should go for assistance.
  5. Ensure member-facing RAE communications are reviewed with member input.
  6. Encourage RAEs to collaborate and align communications and best practices.
  7. Ensure RAE staff clearly identify themselves in phone calls and voicemails, explicitly explaining their connection to Health First Colorado.
  8. Develop strategies to increase member trust in RAE communications (calls, texts, mail, email).
  9. Ensure RAEs actively assist members in securing appointments when members experience difficulty finding providers.

Members emphasized that all members may not require  the help of their RAE, but when a member’s health status changes, awareness becomes critical. Therefore, communication with these members should focus on preparedness, ensuring members know where to go should they need help in the future.

Wrap-Up and Next Steps

Members expressed enthusiasm and readiness for the March MCAC presentation.

Staff will:

  • Finalize and clean up slide deck formatting.
  • Refine wording related to communication trust and legitimacy.
  • Share the completed slide deck and speaker notes for review prior to presentation.

Staff also noted scheduling adjustments may be needed for March due to an extended MEAC meeting.

Adjourn

Next Meeting: March 10, 2026 (unless rescheduled)