Read how masterQueue is used to reduce Procedural Disenrollment
MESC 2023 Presentation

Medicaid Services

Increase Contact Results With Automated Data

What is masterQueue for Medicaid?

masterQueue is a software solution that automates the validation and location of claimant's phone numbers, addresses, and email data. Using APIs into multiple data providers, our software enables states to automate the current manual process involved in making efficient and effective contact with benefit holders in the redetermination process. masterQueue also, reduces challenges associated with return mail to verify or locate address information.

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Product Overview

masterQueue, founded in 2011, is designed to help states & MCO's streamline the process of collecting personal data and increasing enrollee contact by combining the power of analytics with public records data. masterQueue gathers, organizes, and tracks contact data on Medicaid enrollees. It's the only tool on the market to improve productivity & efficiency in contact management to meet CMS requirements

CMS requires 3rd party data to validate, locate, & contact enrollees creating a manual cumbersome process.

masterQueue automates the gathering, organizing, and tracking of contact data on Medicaid enrollees through direct APIs into every major data provider. We help states and MCO’s work more efficiently to verify existing addresses or to locate new addresses, contact phone numbers, and email addresses for enrollees. This is all accomplished in an easy-to-use, already built software designed by the nation’s largest banks to locate lost customers in a compliant and secure manner. masterQueue meets the strict HIPPA data privacy requirements as well as the validation CMS requires as a part of the redetermination process.

Automate Data on Demand to Validate Claimant:

  • Address, Phone(s), email, etc.
  • Decrease processing time
  • Reduce "false positives
  • Increase Right Party contacts
  • Public Records information
  • Time and resource savings
  • Data Privacy Rights

Case Management System:

  • Single platform for data intelligence via Real-Time API with your data providers
  • Complete Workflow Management
  • Cost Control Management
  • Compliance Engine
  • Vendor Management
  • Information and Data Security
Data Compliance Engine Co-Architected by a Top 3 US Bank
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The Challenge


90+ million Medicaid beneficiaries must renew their eligibility every three years, which poses a challenge for states in obtaining accurate contact information. Inaccurate information may result in the loss of coverage for qualified enrollees. CMS recommends using third-party data to validate and locate enrollees, but the lack of a system to streamline this process presents challenges, as CMS imposes strict rules for data use and tracking. States also face budget constraints, and their legacy platforms may not be suitable for automating the data and validation process at this scale. .

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The Solution


States can’t just buy raw data from data providers and expect their legacy systems and manual processes to be able to efficiently process this volume of data in an efficient manner regarding the people the state has lost touch with. masterQueue is the only solution on the market with all the tools to provide an efficient workflow process to use the data to locate more people, and to meet CMS requirements.

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Case Study

State Redermination Contact Strategy


State is finding it difficult to contact enrollees during the public health emergency resulting in missed opportunities to renew Medicaid benefits and re-establish contact with beneficiaries.

Action Taken

Using advanced data analytic capabilities enabled the software to quickly identify new contact information for beneficiaries whose mail has been returned undeliverable. This information is then used to reach out to beneficiaries via phone and mail, making it easier to connect with those who may have otherwise been lost in the system.


The increased outreach efforts made possible by masterQueue have resulted in a 300% increase in the number of beneficiaries contacted.

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"With the callQueue, we have five FTE’s doing the work it used to take eight FTE’s to accomplish, and at a lower data cost!"

Nikki Magner

Vice President of Loan Servicing - SAFCO

"masterQueue makes it easy to collect all phone numbers potentially associated with a customer; and it systematically prioritizes the order in which to call the numbers. This is key because often collections will spend significant time searching for new leads to call when seeking to make contact with delinquent customers. masterQueue does the heavy lifting so collections can do what they are hired to do… focus on speaking with customers to understand the reason for delinquency, influence the customer to pay more of what is past due, persuade the customer to pay sooner, and to recap the conversation and create a positive customer experience. masterQueue transforms how collectors spend their time and your (the lender’s) money"

Bill Ploog

Principal WLP Consulting and former Senior VP over all Loan Servicing at Ally Financial

"It's a game changer. We located a sexual predator thats been on the run for ten years and we located an address in ten minutes."

Dave Stevenson

Investigator El Dorado County District Attorneys office

"The masterQueue platform is the industry’s best, and it will improve our productivity and efficiency on behalf of our clients."

Andrew Coffey

Director of Collections, Servicing Solutions

"With Data Privacy you have to inventory the data you have with tools like masterQueue that allow companies to know what data they have, particularly financial institutions. Having a tool like yours that will quickly see what personal information they're collecting, and in what jurisdiction so that you can know what your compliance obligations are, is very important"

Dominique Shelton-Leipzig

Perkins Coie - International Law Firm

"They’ve put a tremendous amount of effort into developing a unique collection tool that brings together multiple contact databases for more effective servicing of the most difficult accounts. In addition, masterQueue adds additional strength to the lender’s compliance framework."

Mark Floyd

Former CEO Exeter Finance and COO Americredit

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