Medicaid Beneficiary Education - AFMC · 2016-12-06 · • Medicaid cards • Policy education •...

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How We are Serving You Medicaid Beneficiary Education Kimbra D. Butler, MPH Manager, Beneficiary Education [email protected]

Transcript of Medicaid Beneficiary Education - AFMC · 2016-12-06 · • Medicaid cards • Policy education •...

Page 1: Medicaid Beneficiary Education - AFMC · 2016-12-06 · • Medicaid cards • Policy education • Access state systems • Linking Medicaid records • Receive and maintain beneficiary

How We are Serving You

MedicaidBeneficiary Education

Kimbra D. Butler, MPH Manager, Beneficiary Education

[email protected]

Page 2: Medicaid Beneficiary Education - AFMC · 2016-12-06 · • Medicaid cards • Policy education • Access state systems • Linking Medicaid records • Receive and maintain beneficiary

Monthly beneficiary education sessions

• Newly enrolled Medicaid beneficiaries

• Statewide

• Same location and time

Arkansas Medicaid Beneficiary Education

Page 3: Medicaid Beneficiary Education - AFMC · 2016-12-06 · • Medicaid cards • Policy education • Access state systems • Linking Medicaid records • Receive and maintain beneficiary

Registration

• By phone

• Online at www.afmc.org/ARBeneED

• Attendees are registered for a chance to win a $25 gift card

Page 4: Medicaid Beneficiary Education - AFMC · 2016-12-06 · • Medicaid cards • Policy education • Access state systems • Linking Medicaid records • Receive and maintain beneficiary

Goals

Educate new Medicaid enrollees on:• Benefits• Other services • Rights and responsibilities• Provide assistance with

selecting a primary care physician (PCP) through ConnectCare

• Answer Medicaid-related questions

Page 5: Medicaid Beneficiary Education - AFMC · 2016-12-06 · • Medicaid cards • Policy education • Access state systems • Linking Medicaid records • Receive and maintain beneficiary

Learning about Medicaid

• Overview of Medicaid• Importance of having a medical home• Emergency room utilization• Copayments and billing• Explanation of benefits• Transportation• Non-Emergency Transportation Program• Ambulance services• Beneficiary Grievance Line• Beneficiary rights and responsibilities

Page 6: Medicaid Beneficiary Education - AFMC · 2016-12-06 · • Medicaid cards • Policy education • Access state systems • Linking Medicaid records • Receive and maintain beneficiary

Promotion and Resources

Page 7: Medicaid Beneficiary Education - AFMC · 2016-12-06 · • Medicaid cards • Policy education • Access state systems • Linking Medicaid records • Receive and maintain beneficiary

Medicaid Non-Emergency Transportation

(NET)

Karen S. Hisel. RNManager, NET

[email protected]

Page 8: Medicaid Beneficiary Education - AFMC · 2016-12-06 · • Medicaid cards • Policy education • Access state systems • Linking Medicaid records • Receive and maintain beneficiary

• 2,170,633 NET trips taken

• 3.85% utilize NET services

SFY 2016 Stats

Page 9: Medicaid Beneficiary Education - AFMC · 2016-12-06 · • Medicaid cards • Policy education • Access state systems • Linking Medicaid records • Receive and maintain beneficiary

Upcoming Changes

• In July 2017, geographic regions will change

• Only the beneficiary may schedule NET services

• If unable, they must authorize a representative

• Representative cannot be a health care provider

Page 10: Medicaid Beneficiary Education - AFMC · 2016-12-06 · • Medicaid cards • Policy education • Access state systems • Linking Medicaid records • Receive and maintain beneficiary

NET Helpline1-888-987-1200, option 1

New Regions

Page 11: Medicaid Beneficiary Education - AFMC · 2016-12-06 · • Medicaid cards • Policy education • Access state systems • Linking Medicaid records • Receive and maintain beneficiary

Arkansas WorksExtension of Transportation Services

(EOTS)

• Limitation of 8 trips/legs per calendar year

• May request extension of benefits through EOTS

EOTS Helpline 1-844-223-0293

Page 12: Medicaid Beneficiary Education - AFMC · 2016-12-06 · • Medicaid cards • Policy education • Access state systems • Linking Medicaid records • Receive and maintain beneficiary

• Tools

• Brochures

• Posters

• General NET information

Visit afmc.org for

Page 13: Medicaid Beneficiary Education - AFMC · 2016-12-06 · • Medicaid cards • Policy education • Access state systems • Linking Medicaid records • Receive and maintain beneficiary

Beneficiary Relations Service CenterAssisting Arkansans

Amy BryantManager, Beneficiary Relations Service Center

[email protected]

Page 14: Medicaid Beneficiary Education - AFMC · 2016-12-06 · • Medicaid cards • Policy education • Access state systems • Linking Medicaid records • Receive and maintain beneficiary

• Service• DCO overflow• Medicaid complaint line• Linking

SFY 2017 Additional FunctionsState’s client assistance lines:• Medicaid general• Medicaid claims• ARKids

2016

Page 15: Medicaid Beneficiary Education - AFMC · 2016-12-06 · • Medicaid cards • Policy education • Access state systems • Linking Medicaid records • Receive and maintain beneficiary

• Medicaid cards• Policy education• Access state systems • Linking Medicaid records• Receive and maintain beneficiary information• Beneficiary coverage and benefits• Assist stakeholders’ with requests• Onsite Spanish interpreters

Service Center Offers Assistance With:

Page 16: Medicaid Beneficiary Education - AFMC · 2016-12-06 · • Medicaid cards • Policy education • Access state systems • Linking Medicaid records • Receive and maintain beneficiary

Jan. 1, 2016 – Oct. 31, 2016

• 55 employees

• 172,198 calls received

• 33,081 links completed

Service Center Stats

Grievance3422

Service Center48450

DCO19780

Client Assistance90598

Spanish9948

172,198 CALLS RECEIVED

Page 17: Medicaid Beneficiary Education - AFMC · 2016-12-06 · • Medicaid cards • Policy education • Access state systems • Linking Medicaid records • Receive and maintain beneficiary

Service Center

Tier 1 and Tier 2 assistance

• Tier 1: basic calls

• Tier 2: escalated calls

Contact information

• Monday-Friday– 1-888-987-1200, option 3 (8 a.m.-5 p.m.)

– 1-855-372-1084, option 1, option 2 (7 a.m.-7 p.m.)


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