AI Is Being Used to Boost Medicaid Enrollment, but Not Without Concerns

Vanessa Barahona received a call this past spring from Angelica at Kern Family Health Care in Bakersfield, California, telling her it was time to renew her coverage under Medi-Cal, the state’s version of Medicaid. Angelica helped Barahona, 41, schedule an appointment to complete her paperwork in person at Kern Family’s offices before she submitted it to Kern County officials for approval. When Barahona had a conflict with her office-cleaning job, Angelica rescheduled the appointment. Barahona finished the process a little later than she’d planned but early enough to avoid an interruption in her coverage. “It was easy. The fact that Angelica spoke Spanish when we were on the phone made it better,” Barahona, whom KFF Health News met through Kern Family Health Care, said via a translator. “It felt like I was talking to a real person.” She definitely wasn’t. “Angelica” is the name assigned to an AI program deployed last year by Kern Family Health Care, the largest provider of Medi-Cal services in Kern County. An estimated 52% of residents there rely on the safety net program for health coverage, among the highest enrollment rates in the state. Kern Family has spent about $370,000 on th...