Direct Interactions Joins the Association for Community Affiliated Plans as a Preferred Vendor

By: Direct Interactions

Apr 26, 2023

Direct Interactions to work with Community Affiliated Plans to assist Medicaid beneficiaries with critical task of Eligibility Redeterminations following the end of the Public Health Emergency

SAN FRANCISCO, Calif.—The Association for Community Affiliated Plans (ACAP), announced that Direct Interactions, a U.S. based work-from-home call center provider, has joined its family as a Preferred Vendor.

ACAP is the national trade association which represents not-for-profit Safety Net Health Plans. Collectively, ACAP plans serve more than 25 million enrollees through Medicaid, Medicare, Marketplaces and other public health coverage programs. ACAP strengthens not-for-profit Safety Net Health Plans to equitably improve the health and well-being of people with limited resources or significant health needs with a vision for equitable, affordable, high-quality care that is accessible regardless of income and provided through coordinated care entities.

Direct Interactions is a work-from-home call center firm focused on providing outstanding emergency and crisis call center services to clients such as the American Red Cross, United Way/211s, and various state and local government agencies including Departments of Health and Labor. Direct Interactions hires agents nearby to the agency in need, boosting the local economy while providing reliable at-home employment across the nation.

Direct Interactions was founded in 2007 with a mission to create work-from-home jobs for Americans with disabilities, their caretakers, and military families. Today, it employs over 1000 agents in 48 states, including many in opportunity poor areas. Direct Interaction's employees all work from home, providing customer support for public and private sector companies, city governments and organizations interested in demonstrating their commitment to corporate social responsibility.

CEO Jonas Nicholson says, "We emphasize a culture of kindness to oneself, to each other and to our valued customers. To us, being correct means getting it right the first time, taking ownership and providing the best customer service experience possible. Being complete is simple. Our agents are geared to honor their commitments to our clients. At Direct Interactions, we hire Americans who "have been through it," so they can help Americans who are "going through it."

Nicholson noted that the company's work-from-home model gives it many competitive advantages. "Because our agents work from home, we can recruit top talent nationwide and be selective about whom we hire," he said. "Another advantage is that our agents stick around longer than the average call center rep. The average turnover rate is around 50 percent, but with our agents it's less than 10 percent." Nicholson hopes other companies will be inspired by Direct Interactions, which has been recognized by the State of Washington and various nonprofits for its efforts in creating jobs for people with disabilities.

"Our member Safety Net Health Plans work continuously to improve the health and well-being of their members; consumer outreach and communication is central to that strategy," said Margaret A. Murray, CEO, ACAP. "Especially as states unwind from the Medicaid expansion associated with the COVID-19 health emergency, we actively seek out proven solutions and look forward to hearing from Direct Interactions as a new ACAP Preferred Vendor."

It is feared that over 15 million Americans are at risk of losing their Medicaid benefits during the current "unwind period", following the Public Health Emergency.  However, many may still be still eligible for benefits yet could slip between the cracks of the system due to a recent move or other life-changes. This may include a large percentage of children as well as people with disabilities. Direct Interactions is ready to dedicate all available resources to contact as many affected Americans as possible, with the goal of reducing the number of constituents who may lose coverage unnecessarily. Direct Interactions understands the magnitude and extraordinary circumstance of this moment and is committed to helping all of those in need.

By partnering with ACAP, Direct Interactions can focus on assisting the hundreds of thousands of beneficiaries of these not-or-profit Safety Net Health Plans in keeping their Medicaid coverage. For those who will no longer be eligible for this government program, Direct Interaction's caring and empathetic agents will seamlessly transition applicants to the health exchange or other applicable insurance coverage – with the ultimate goal of leaving nobody uninsured.

More information is available by contacting Direct Interactions at (833) 972-4162 or visiting

David Scott, Business Development Director
Direct Interactions
Source:Direct Interactions
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