A Medicaid Ambassador is a volunteer who assists North Carolinians in understanding how to apply for NC Medicaid  using the state’s online application system, ePASS, or healthcare.gov. These volunteers are typically individuals working in public settings such as hospitals, health systems, and libraries. While volunteers provide guidance on the application process, they do not complete applications on behalf of others and do not collect or request Personally Identifiable Information (PII) or Protected Health Information (PHI).

Medicaid Ambassadors can:

• Provide access to technology (e.g., a computer) for people to access ePASS or healthcare.gov.
• Walk people through the online Medicaid application (ePASS) and answer application-related questions.
• Help people understand what information may be needed to complete an application.
• Refer someone to:
  • An NC Navigator for assistance with healthcare.gov (the federal marketplace)
  • Their local Department of Social Services (DSS) if they have questions about eligibility, the status of an existing application or case, or need to update their contact information.

Medicaid Ambassadors cannot:

• Complete an application on someone else's behalf.
• Collect or ask for Personally Identifiable Information (PII) or Protected Health Information (PHI).

Medicaid Ambassadors serve as a resource for people interested in applying for Medicaid who do not have technological access to apply online or need assistance navigating the application.

You can find an ambassador in your county.

• Medicaid Essential Presenters give presentations to their communities to help people know they might be eligible for Medicaid and how they apply. The Medicaid Essentials presentation is available in English and Spanish.
• Medicaid Ambassadors answer questions about applying for Medicaid in-person or on the phone, walk people through the online Medicaid application (ePASS) and answer application-related questions, and help ensure people have all the information they need to complete an application.
• NC Navigators educate North Carolinians about health insurance and find the best options for them. Navigators are federally qualified and offer hands-on help enrolling in Medicaid or marketplace insurance coverage.
• Local DSS accepts Medicaid applications in-person, by mail or fax, and over-the-phone. They also process all incoming applications, including those submitted via ePASS, and determine if someone is eligible. The Local DSS office can answer questions related to Medicaid eligibility and the status of an application or recertification. For people with an existing pending application or case, the DSS can also update your address and other contact information and should be notified when something changes – like your income or how many people live with you.

Essential Presenters, Medicaid Ambassadors, and Navigators are all volunteers. If you’re interested in becoming a presenter, Ambassador, or Navigator, sign up here.

To become a Medicaid Ambassador, you must be part of a community affiliated organization. You must also be bound by state/federally regulated confidentiality laws or have signed a confidentiality agreement with your organization.

If you are not a member of a community affiliated organization, you are not eligible to become a Medicaid Ambassador. However, we encourage you to consider giving presentations to your community or training to become a North Carolina Navigator.

Begin the Medicaid Ambassador application process by completing the online sign-up form. You will then receive an email with more detailed information and the North Carolina Medicaid Ambassador Attestation Form. Email the completed form to Medicaid.NCEnagement@dhhs.nc.gov.

All Medicaid Ambassadors will need to:

• Attend a live ePASS demo or watch the recorded demo.
• Be bound by state/federally regulated confidentiality laws or have signed a confidentiality agreement with their organization.
• Sign a NC Medicaid Ambassador Attestation form that indicates you meet all requirements.

Upon submitting the attestation form, NC Medicaid will reach out to you with additional information.

If you have questions about becoming a Medicaid Ambassador, contact Medicaid.NCEngagement@dhhs.nc.gov.

An attestation form must be filled out and signed by a representative of the organization that will be participating as a Medicaid Ambassador.

Yes, you must be part of a community affiliated organization in order to become a Medicaid Ambassador.

As a Medicaid Ambassador, your contact information will be made publicly available in the Medicaid Ambassadors directory, allowing people to reach out to you directly for assistance. You are responsible for setting up time with those seeking help and communicating with them directly, without any intermediary from the state. Your role is to guide individuals through the Medicaid application process and help them navigate ePASS, while maintaining their privacy and confidentiality.

While there is no official time commitment in volunteering to become a Medicaid Ambassador, your role is important in helping individuals understand the Medicaid application process and how to use the online system, ePASS. Remember, your contribution can make a significant difference in someone's life!

First review the resources available online, including this FAQ.  If you have additional application questions, connect the applicant with an NC Navigator or their local DSS.

For questions about the Medicaid Ambassador Initiative that are not answered here, please email us at Medicaid.NCEnagement@dhhs.nc.gov.

NC Medicaid also will be hosting regular Office Hours to answer questions. Please check your email for updates and upcoming Office Hour sessions. 

If applicants have questions on how to choose or change health plans or determine which health plan is the best option for them, they should contact the NC Medicaid Enrollment Broker by calling 1-833-870-5500 or visit ncmedicaidplans.gov.

If applicants have questions on how to choose or change their Primary Care Provider, they should reach out to their current health plan or the Medicaid Contact Center if not yet enrolled at 1-888-245-0179.

If applicants have issues with a health plan or provider or would like information on additional community resources available, they can call the NC Medicaid Ombudsman at 1-877-201-3750  or visit ncmedicaidombudsman.org.

If applicants have questions on healthcare terminology or would like to see all options for healthcare and how to apply, they can schedule an appointment with the NC Navigator Consortium by calling 1-855-733-3711  or visiting https://ncnavigator.net/schedule-online/.

If applicants have questions on the status of their application, eligibility, reporting a change of address or other contact information, or another type of change, like income or a new household member, they should contact their local Department of Social Services (DSS).

Live or in-person training is not provided. Instead, the Medicaid Ambassador Toolkit includes resources to help you assist people. In addition, NC Medicaid will be hosting regular Office Hours to answer questions. Please check your email for updates and upcoming Office Hour sessions.

As a Medicaid Ambassador, your organization’s contact information will be shared on the North Carolina Medicaid Expansion website and with the local DSS office in your county. The DSS may reach out to you in the event you would like to coordinate with them (this is optional). People can use the website to find an Ambassador in their community and contact them directly. Once you volunteer to become an Ambassador, NC Medicaid will reach out for the exact details you want displayed on our website.

Medicaid Ambassadors are volunteers. At this time, there is no additional funding provided for the Medicaid Ambassadors.

If you no longer want to be a Medicaid Ambassador, email Medicaid.NCEngagement@dhhs.nc.gov to have your organization’s information removed from the ambassadors directory.

Annually.