Aligning two Medicaid Health Home programs that used different technology platforms and staffing models


The Medicaid health program is a national model to provide care management to high risk, high need patients with multiple chronic conditions. Despite some program parameters, many health home programs operate very differently. When two New York health homes merged, Hope stepped in to help ensure that two very different programs and staff cultures came together with minimal patient disruption.

Hope individually interviewed all 20+ staff across the programs to identify common job responsibilities and points of departure. She worked with experts to create objective criteria to evaluate the existing technology platform and potential new platforms better suited to the larger program. She created the first joint staffing and planning meetings.


  • Standardized job descriptions across the entire program

  • Standardized policies and procedures

  • Development of RFP, selection of tech vendor, and implementation

  • Aligned management structures and initiated joint leadership meetings