Generally revise Medicaid laws to improve customer service

Montana's LC 2541 bill aims to improve Medicaid service accessibility for applicants and recipients by requiring the Department of Public Health and Human Services to: (1) implement mobile-first technology for all client-facing systems by June 2026; (2) provide written materials in plain language and translate them into the state's five most common languages; (3) offer hotline callers expected wait times and callback options; and (4) report quarterly on service metrics like renewal rates and processing times. The bill also mandates reopening 10 local public assistance offices by June 2026, prioritizing counties with high call volumes, disenrollment rates due to procedural errors, and long travel distances. It includes a $3 million annual appropriation for implementation and sets a target of a 60% ex parte renewal rate (renewals processed without in-person contact) by June 2026. These changes directly affect Montana Medicaid beneficiaries, applicants, and county offices administering the program.