Building successful enabling technology waiver programs: A person-centered approach for Medicaid
By Olivia Adams, Associate Director, Health Medicaid Sales & Engagement, Best Buy Health, and Gabe Perez, Associate Director, Health Logistics Management Services, Best Buy Health
Imagine a Medicaid member with mobility challenges who fears they’ll have to leave the home they love for a nursing facility, not because they need around-the-clock care, but because they can no longer safely manage everyday tasks. Meal deliveries are frequently missed because they can’t reach the door in time, putting both their nutrition and independence at risk.
Working with their case manager, they receive a personalized combination of enabling technologies, including a video doorbell, smart lock, and voice-enabled smart hub. With professional installation and education, they learn how to use the technology and can now see and speak with delivery drivers, unlock the door remotely, and have meals brought safely inside, all without rushing to the door or risking a fall.
It’s a simple solution to a common challenge, and a real example of enabling technology already being incorporated into Medicaid case manager care plans. More importantly, it illustrates a broader shift in how Medicaid can support independence at home for longer. The goal of enabling technology is to remove everyday barriers that can ultimately determine whether someone is able to remain safely at home.
Enabling technology is becoming increasingly critical as Medicaid programs are being asked to do more with less, while demand for home- and community-based services (HCBS) continues to grow alongside a strong preference for aging in place.[i] This is a trend that is expected to continue, with 77% of adults ages 50 and older saying they want to remain in their homes long term.[Source-1]
At the same time, states and managed care organizations are increasingly recognizing enabling technology as a way to help members live safely and independently at home, while reducing reliance on costly traditional long-term services and supports (LTSS) and institutional care.
When thoughtfully implemented, enabling technology can serve as a critical way to help individuals remain safe, connected, and engaged at home for longer.
Technology should start with people, not products
One of the biggest misconceptions about enabling technology is that it’s simply about placing devices in someone’s home. In actuality, successful programs begin with understanding the individual.
What challenges do they face throughout the day? What activities are becoming difficult? What would help them feel safer or more independent? In the example above, the solution didn’t start with technology. It started with the member’s daily challenge of safely managing something as simple as receiving a meal delivery.
The example also demonstrates that the answer rarely points to a single product. Instead, they reveal opportunities to combine technologies that work together to solve real problems.
Adoption Is the real litmus test for success
Even when you identify the right products for a member, technology is only the beginning. The real question is whether members are going to use it.
In the work Best Buy Health has done with our Medicaid partners, what we’ve found is that adoption depends on much more than selecting the right products. Members need hands-on education, opportunities to practice, and ongoing support after installation to fully embrace it in their daily lives.
We’ve seen that members aren’t hesitant about technology because they dislike it; they’re hesitant because they haven’t been shown how it fits into their daily lives. That’s why our solution invests just as heavily in onboarding and education as we do in technology. Tech installation is a critical opportunity to build confidence, educate members, and answer their questions and concerns. When members leave that experience feeling empowered rather than overwhelmed, we’ve seen that adoption is much more likely.
Building programs that scale
Technology also must work operationally over time. For Medicaid plans, that means creating a coordinated experience from member assessments through long-term follow-up. To get there, plans should be thinking beyond procurement and considering every step of the member journey, including:
- Person-centered assessments
- Personalized technology recommendations
- Timely ordering and fulfillment
- Professional installation
- Member education & ongoing support
- Outcome measurement & optimization
Medicaid plans that treat enabling technology as an integrated service, rather than a product benefit, may be better positioned to improve both member satisfaction and program performance.
Measuring what matters
As programs mature, measuring the right outcomes becomes increasingly important. While device utilization is often a starting point, Medicaid plans should go further, putting measurement frameworks in place early to understand broader program impact, including:
- Did members remain safely at home?
- Was healthcare utilization reduced?
- Did technology improve quality of life?
Equally important, organizations should evaluate how technology supports operational efficiency and contributes to long-term program sustainability. Strong measurement capabilities not only demonstrate return on investment; they provide the insights needed to continuously improve the member experience and the program.
Looking ahead
As Medicaid programs continue to evolve, enabling technology waivers represent an opportunity to fundamentally rethink how members can be empowered to live more safely and independently at home. When implemented thoughtfully, they can also help Medicaid plans reduce reliance on costly LTSS services and institutional care.
Success, however, depends on more than simply providing technology. It requires a person-centered approach that begins with understanding each individual’s goals, challenges, and daily routines, then matching them with the right combination of solutions. Equally important are seamless installation, education, and ongoing support that build confidence and encourage sustained engagement. Finally, robust measurement is essential, not only to help demonstrate potential cost savings, but also to quantify improvements in independence, safety, and quality of life.
The future of enabling technology isn’t about deploying more devices. It’s about creating connected, personalized experiences that help members thrive at home while delivering measurable value for Medicaid plans and those they serve.
1: AARP, Home and Community Preferences Survey.
Interested in learning about the Best Buy Health Enabling Tech Solution. Contact us at [email protected].
[i] Because Medicaid enabling technology coverage, eligibility criteria, and reimbursement rules are set at the state level and generally require CMS approval through a state’s HCBS waiver, program design and specific requirements will vary by state.
