Medicaid Renewal Resources
Table of Contents
Medicaid Renewals Resume in 2023
Medicaid renewals have been on pause since 2020 and will resume in 2023. KanCare will use the information they have on file to decide if Medicaid family member(s) still qualify for Medicaid or CHIP coverage. If KanCare needs more information to make a coverage decision, they will send renewal letters in the mail based on the customer information they have.
Currently, KanCare is operating under special rules because of the COVID-19 Public Health Emergency (PHE) declaration. During this declaration, eligibility for members aren’t being discontinued except in a very limited number of scenarios. KanCare also has suspended a few of its normal practices, like requiring recipients to complete a yearly renewal.
When the PHE ends (expected in 2023), the normal eligibility rules will resume, which means the resumption of discontinuances. The goal of KanCare is to mitigate avoidable discontinuances. This includes instances where eligibility would end after the PHE because members can’t be located. During the PHE, many recipients have moved. It is very important that they provide updated contact information so they aren’t at risk of losing their eligibility.
KIERA Virtual Assistant
KanCare has developed a new virtual assistant chatbot, KIERA, to help KanCare recipients keep their contact information up to date. The acronym “KIERA” stands for “Kansas Integrated Eligibility Reporting Assistant.”
Recipients are encouraged to go to kancare.ks.gov and start chatting with KIERA by clicking the red speech bubble at the lower, right-hand side of the page.
KIERA is available in English or Spanish languages on the KanCare website and works on both mobile and desktop browsers.

Helping Promote KIERA to Your Patient Populations
Community Care Network of Kansas and Cover Kansas have created a step-by-step video guide and statewide advertising campaign to help promote using KIERA in advance of the 2023 Medicaid Renewals process. The video, Cover Kansas landing page, and Cover Kansas ads have been vetted and approved by KDHE.
It is extremely important that consumers update or verify their information ASAP so they can be reached by KanCare for their renewal. The KIERA virtual assistant makes this process easy, and the Cover Kansas how-to video explains the process extremely effectively.
Below, you will find a series of social media posts you can download and use to help promote the importance of updating KanCare information for renewals using the KIERA virtual assistant.
CCNK Social Media Toolkit
We have created a number of social media posts you can use to help promote the KIERA virtual assistant and the need for KanCare customers to update their information in preparation for Medicaid Renewals. Click the button below to be directed to the Social Media Toolkit Google Drive where you can download assets in both English and Spanish.
For your convenience, we have provided links to specific areas of the Social Media Toolkit below and some best tips and practices. Be sure to use the correct image size for each platform so they display correctly. We have included some example text below as well which you can use verbatim or edit to meet your organization’s specific needs.
Check back frequently as we will continue to add more posts, images, and resources to this page.
ENGLISH FACEBOOK POSTS
We have created a variety of Facebook-ready images you can download directly from the CCNK Medicaid Unwinding Google Drive. As well, we have loaded a step-by-step video to YouTube which you can share on Facebook and we have provided some example text for the body of posts.
EXAMPLE POST TEXT
Medicaid renewals have been on pause since 2020 and will resume in 2023. KanCare will use the information they have on file to decide if you and/or your family member(s) still qualify for Medicaid or CHIP coverage. If KanCare needs more information from you to make a coverage decision, they’ll send you a renewal letter in the mail.
If your address with KanCare is not up to date — you may not receive the renewal letter and could lose Medicaid or CHIP coverage in 2023.
You can use a tool called KIERA to update your address easily on the KanCare website.
GetCoveredKansas.org/KIERA
SPANISH FACEBOOK POSTS
We have created a variety of Spanish language Facebook-ready images you can download directly from the CCNK Medicaid Unwinding Google Drive. As well, we have loaded a step-by-step video to YouTube which you can share on Facebook and we have provided some example text for the body of posts.
EXAMPLE POST TEXT
Las renovaciones de Medicaid han estado en pausa desde 2020 y se reanudarán en 2023. KanCare usará la información que tienen archivada para decidir si usted y/o su(s) familiar(es) aún califican para la cobertura de Medicaid o CHIP. Si KanCare necesita más información de usted para tomar una decisión sobre su cobertura, le enviarán una carta de renovación por correo.
Si su dirección con KanCare no está actualizada, es posible que no reciba la carta de renovación y podría perder la cobertura de Medicaid o CHIP en 2023.
Puede usar una herramienta llamada KIERA para actualizar su dirección fácilmente en el sitio web de KanCare.
GetCoveredKansas.org/es-KIERA
ENGLISH INSTAGRAM POSTS
We have created a variety of Instagram-ready images you can download directly from the CCNK Medicaid Unwinding Google Drive. As well, we have loaded a 30-second video to the Google drive and we have provided some example text for the body of posts.
EXAMPLE POST TEXT
Medicaid renewals have been on pause since 2020 and will resume in 2023. KanCare will use the information they have on file to decide if you and/or your family member(s) still qualify for Medicaid or CHIP coverage. If KanCare needs more information from you to make a coverage decision, they’ll send you a renewal letter in the mail.
If your address with KanCare is not up to date — you may not receive the renewal letter and could lose Medicaid or CHIP coverage in 2023.
You can use a tool called KIERA to update your address easily on the KanCare website.
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#Medicaid #Renewals #KanCare #CHIP #MedicaidRenewals #Kansas #KIERA #COVID #COVID19
SPANISH INSTAGRAM POSTS
We have created a variety of Spanish language Instagram-ready images you can download directly from the CCNK Medicaid Unwinding Google Drive. As well, we have loaded a 30-second video to the Google drive and we have provided some example text for the body of posts.
EXAMPLE POST TEXT
Las renovaciones de Medicaid han estado en pausa desde 2020 y se reanudarán en 2023. KanCare usará la información que tienen archivada para decidir si usted y/o su(s) familiar(es) aún califican para la cobertura de Medicaid o CHIP. Si KanCare necesita más información de usted para tomar una decisión sobre su cobertura, le enviarán una carta de renovación por correo.
Si su dirección con KanCare no está actualizada, es posible que no reciba la carta de renovación y podría perder la cobertura de Medicaid o CHIP en 2023.
Puede usar una herramienta llamada KIERA para actualizar su dirección fácilmente en el sitio web de KanCare.
———-
#Medicaid #Renewals #KanCare #CHIP #MedicaidRenewals #Kansas #KIERA #COVID #COVID19
ENGLISH STORIES
We have created a variety of Instagram-ready and Facebook-ready images and videos for stories you can download directly from the CCNK Medicaid Unwinding Google Drive.
Stories are a great way to get information to your followers for a limited period of time. These images are designed so you don’t need to add anything — simply create a photo story, load the image, and then select “Swipe Up For Link” to add either the suggested link or a link of your choosing. When viewers swipe up, they will be directed to the link you provided. Please note: on Instagram, you must have a minimum of 1,000 followers to use the “Swipe Up” feature, there is no minimum on Facebook.
VIDEO STORY EXAMPLE 01
GetCoveredKansas.org/KIERA
VIDEO STORY EXAMPLE 02
GetCoveredKansas.org/KIERA
VIDEO STORY EXAMPLE 03
GetCoveredKansas.org/KIERA
SPANISH STORIES
We have created a variety of Spanish language Instagram-ready and Facebook-ready images and videos for stories you can download directly from the CCNK Medicaid Unwinding Google Drive.
Stories are a great way to get information to your followers for a limited period of time. These images are designed so you don’t need to add anything — simply create a photo story, load the image, and then select “Swipe Up For Link” to add either the suggested link or a link of your choosing. When viewers swipe up, they will be directed to the link you provided. Please note: on Instagram, you must have a minimum of 1,000 followers to use the “Swipe Up” feature, there is no minimum on Facebook.
ENGLISH TWITTER POSTS
We have created a variety of Twitter-ready images you can download directly from the CCNK Medicaid Unwinding Google Drive. As well, we have loaded a step-by-step video to YouTube which you can share on Twitter and we have provided some example text for the body of posts.
EXAMPLE POST TEXT
Medicaid renewals have been on pause since 2020 and will resume in 2023. If your address with KanCare is not up to date you may not receive the renewal letter and could lose #Medicaid or #CHIP coverage in 2023. Learn how to update your info easily at GetCoveredKansas.org/KIERA.
EXAMPLE POST TEXT (FOR VIDEO)
Medicaid renewals have been on pause & will resume in 2023. If your address with KanCare is not up to date you may not receive the renewal letter and could lose #Medicaid or #CHIP coverage in 2023. Watch this step-by-step guide on how to update your info: https://youtu.be/sB8ovOb0i-4
SPANISH TWITTER POSTS
We have created a variety of Spanish language Twitter-ready images you can download directly from the CCNK Medicaid Unwinding Google Drive. As well, we have loaded a step-by-step video to YouTube which you can share on Twitter and we have provided some example text for the body of posts.
EXAMPLE POST TEXT
Si su dirección con KanCare no está actualizada, es posible que no reciba la carta de renovación y podría perder #Medicaid o cobertura #CHIP en 2023. Obtenga información sobre cómo actualizar su información fácilmente en GetCoveredKansas.org/KIERA.
EXAMPLE POST TEXT (FOR VIDEO)
Si su dirección con KanCare no está actualizada, es posible que no reciba la carta de renovación y podría perder #Medicaid o cobertura #CHIP en 2023. Mire esta guía paso a paso para saber lo fácil que es actualizar su información usando el asistente virtual de KIERA: https://youtu.be/ZNsOGn7og0A
KanCare Unwinding Toolkit
KDHE and KanCare have put together a Continuous Enrollment Unwinding Toolkit that includes information for staff members, handouts for patients, postcards, social media posts, and more. You can download assets HERE or by clicking the button below.
For your convenience, we have created links below to the specific asset folders within the toolkit. Looking for tools in additional languages: visit the “Additional Languages” section of the CCNK toolkit as well.
Phase 1

Assets from KDHE and KanCare for Phase 1 of unwinding. Includes toolkit overviews, provider talking points, flyers, postcards, social media images, and videos.
Phase 2
Assets from KDHE and KanCare for Phase 2 of unwinding. Includes flyers, postcards, and social media images.

Spanish Unwinding

Spanish-speaking assets from KDHE and KanCare for unwinding. Includes toolkit overviews, provider talking points, flyers, postcards, social media images, and videos.
Complete KanCare Toolkit
Assets from KDHE and KanCare for unwinding. Includes the Continuous Enrollment Unwinding Toolkit overview, QR codes, and will be updated with more in the near future.

Sample Renewal Letters

Sample Renewal Letters from KDHE and KanCare to show that the letters will look like in English and Spanish.
CHIP Premium Toolkit
Assets from KDHE and KanCare specific to CHIP. Includes CHIP Premium Toolkit overview, flyers, postcards, and social media images.

Tips from KDHE and KanCare
While KDHE has provided messaging and graphics for our external stakeholders to use during the Continuous Enrollment Unwinding, we understand that you may want to create and disperse your own messages to the communities you serve. Consider these tips for writing and creating Unwinding materials and check the KDHE PHE toolkit for sample messages to base your outreach efforts on.
Avoid mentioning the resumption of renewals or the Public Health Emergency expiration. Most enrollees have the experience of completing a renewal during the past three years and many find the term “PHE” or “Public Health Emergency” confusing. This phrasing is particularly worrying for Spanish-speaking consumers. Instead, focus on actions consumers can take updating their contact information with KanCare, watching for mail from KanCare and responding quickly when asked, and going to the federal Marketplace if they are no longer eligible for KanCare.
Avoid sending enrollees to the KanCare Clearinghouse with questions about Unwinding plans or timing. The KanCare Clearinghouse is always there to answer questions from enrollees; however, during the Unwinding, the Clearinghouse will be experiencing a higher volume of calls and renewal processing. Encourage enrollees to update their contact information and watch for mail from KanCare. KanCare will notify consumers if and when action is needed.
Do refer enrollees to the KanCare Clearinghouse when they have questions about their eligibility or renewal once they have received their renewal.
Keep messaging simple. KDHE has provided content for you to use, and we encourage you to do so. If you would like to create your own messaging, aim for language to be at a fifth-grade reading level and to be as straightforward as possible. See plainlanguage.gov for best practices in inclusive and accessible writing. We also recommend that organizations first send messages about updating contact information before asking consumers to watch for and return mail from KanCare and directing them to the Marketplace if they no longer qualify for KanCare.
Vary message delivery methods. Many Medicaid consumers want to get information from a variety of sources. Use multiple avenues of communication, especially those you’ve already established through your organization, to communicate with consumers about the Unwinding: social media, mail, text, app and email. Remember that the average consumer has increased their online media consumption, that social media usage has risen and that the average Medicaid consumer is more likely to rely solely on their smartphone to use the internet.
Consider tailoring messaging to your audience. For example, if your organization primarily works with pregnant women, you can incorporate that information into your messaging to catch the audience’s attention. Something like: “Are you pregnant or did you recently have a child? This is a reminder to update your contact information with KanCare. Medicaid covers care for you and your baby before and one year after birth.” may be more effective than something like: “It’s time to update your contact information with KanCare so they can reach you with important renewal information.” When speaking to existing members, use the word “enrollee” to refer to those enrolled in KanCare. Use “beneficiary” in non-beneficiary communication to be as consistent as possible.
Inform those who may no longer be eligible for Medicaid about the Marketplace. Some consumers are aware of the federal Marketplace but may have some gaps in knowledge. They may not know they could receive financial assistance to pay for Marketplace coverage based on their income. Direct them to information about how they can sign up for affordable health coverage here.
Suggested Phase 1 Newsletter Messaging from KDHE and KanCare
Important Changes Coming to KanCare Eligibility
By the Centers for Medicare & Medicaid Services
Do you or a family member currently have health coverage through Kansas Medicaid (KanCare) or the Children’s Health Insurance Program (CHIP)? If so, you may need to update your contact information. Soon, states will resume KanCare and CHIP eligibility reviews. This means some people with KanCare or CHIP may get renewal notices or requests for information from the KanCare Clearinghouse.
Here are some things you can do to prepare:
- Make sure your address is up to date.
- Make sure the KanCare Clearinghouse has your current mailing address, phone number, email or other contact information. Call 1-800-792-4884 or go to KanCare.ks.gov to update the Clearinghouse if your contact information has changed. This way, they’ll be able to contact you about your KanCare or CHIP coverage.
- Check your mail.
- The KanCare Clearinghouse will mail you a letter about your KanCare or CHIP coverage. This letter will also let you know if you need to complete a renewal form to see if you still qualify for KanCare or CHIP. If you get a renewal form, fill it out and return it right away. This may help you avoid a gap in your coverage.
Get more information:
- Contact the KanCare Clearinghouse at 1-800-792-4884 or visit KanCare.ks.gov for more information about KanCare or CHIP renewal.
- Call the Marketplace Call Center at 1-800-318-2596 to get details about Marketplace coverage.
TTY users can call 1-855-889-4325.
Suggested Phase 2 Newsletter Messaging from KDHE and KanCare
Important Changes In-Progress for KanCare Eligibility
Are you or any of your household a KanCare or CHIP enrollee? If so, you may be receiving mail from the KanCare Clearinghouse soon. Kansas has resumed KanCare and CHIP eligibility reviews. This means that the KanCare Clearinghouse will be reaching out to people with KanCare or CHIP coverage through the mail to see if their eligibility has changed. Some people with KanCare or CHIP may be disenrolled from those programs. However, those people may be eligible to buy a health plan through the Health Insurance Marketplace® and get help paying for it.
Here’s what you can do:
- Make sure your address is up to date.
- Make sure the KanCare Clearinghouse has your current mailing address, phone number, email or other contact information. Call 1-800-792-4884 or go to kancare.ks.gov to update the Clearinghouse if your contact information has changed so they can reach you about your
KanCare or CHIP coverage.
- Make sure the KanCare Clearinghouse has your current mailing address, phone number, email or other contact information. Call 1-800-792-4884 or go to kancare.ks.gov to update the Clearinghouse if your contact information has changed so they can reach you about your
- Check your mail.
- The KanCare Clearinghouse will mail you a letter about your KanCare or CHIP coverage. This letter will let you know if you need to complete a renewal form to see if you still qualify for
KanCare or CHIP. If you get a renewal form, fill it out and return it right away. This may help you avoid a gap in your coverage.
- The KanCare Clearinghouse will mail you a letter about your KanCare or CHIP coverage. This letter will let you know if you need to complete a renewal form to see if you still qualify for
- Return any mail from the KanCare Clearinghouse quickly and include any information requested.
- The KanCare Clearinghouse may need information to review your eligibility. Carefully read any mail that comes from KanCare Clearinghouse, provide any information requested and send it to the Clearinghouse as quickly as you can. This may help you avoid a gap in your coverage and will help the Clearinghouse review your eligibility quickly.
What if you don’t qualify for KanCare or CHIP?
If you or a family member don’t qualify for KanCare or CHIP, you may be able to buy a health plan through the Health Insurance Marketplace®. Marketplace plans are:
- Affordable. 4 out of 5 enrollees can find plans that cost less than $10 a month.
- Comprehensive. Most plans cover things like prescription drugs, doctor visits, urgent care, hospital visits and more.
Visit HealthCare.gov to find Marketplace plans and see if you might save on premiums. When you apply, don’t forget to include current information about your household, income and your state’s recent decision about your Medicaid or CHIP coverage.
Get more information:
- Contact the KanCare Clearinghouse at 1-800-792-4884 or visit KanCare.ks.gov for more information about KanCare or CHIP renewal.
- Call the Marketplace Call Center at 1-800-318-2596 to get details about Marketplace coverage.