Panel Discussion moderated by Linda Patterson
Adam Dondro, Assistant Director of the California Department of Social Services; Linda Schroeder, Field Operations Administrator with the Arizona Department of Economic Security
Handouts (located on the NAPIPM website): Medicaid Restoration and New Technology for Public Assistance in Arizona and Kiosk Offices presented by Linda Schroeder
In Arizona, agencies must join forces in October due to ACA. Health-e-Arizona Plus
ACA requires online access for applications - Arizona already has. Didn't have to develop for ACA.
It also requires simplified verifications with electronic matching. Arizona doesn't have that presently.
ACA will require an enhancement/expansion of enrollment systems which will integrate programs, rules and functionalities.
Notice delivery will be enhanced and will include e-mail, cell phone/text delivery.
Applications will be received on-line, in-person, by mail and in person. Including submitting application over the phone.
Wide range of program options will be available for customers.
Medicaid Restoration Plan passed in June 2013 in Arizona.
Health-e-Arizona Plus features:
People will apply at one place and can apply from their home
Application will feature several Help text features available
Notice deliveries will be expanded
Encrypted data
Access limited by user profiles
public users must verify identity on-line and will share system available to eligibility staff also
State hub data will match automatically. Electronic applications will be shared. Goal is real-time eligibility determinations.
Clients can choose programs they wish to apply for. Applications will be broad based. Verification priorities will be electronic, attestation, and documents. Streamlined renewal process by sharing what is known and asking for changes. Clients can apply over the phone using a voice signature. (recording and storage of attestations) There will be application assisters throughout the state who can assist clients (non-profits, sister agencies, etc)
For applications which start at Federal level, clients will not be able to apply for other programs.
Appeals can be requested on-line.
Arizona will offer community based training programs and other consumer supports. Interactive Voice Response (IVR) will always be first tier of client phone contacts.
Kiosk Offices - Developed as only 34% of Arizonans have computers in their homes. The goal is to build trust in on-line application, guide customer toward self-sufficiency and alleviate lobby traffic. Instead of interview booths, clients will be placed in a space with a kiosk, phone and eventually small scanners. There is one staff who roams between the stations and keeps things moving (called concierge) From kiosk, customer can submit an application, submit renewals, check on their status or submit necessary documents.
All information is keyed into one system.
Upon need identification, clients are placed into various tracks. They are given a color-coded Welcome card and advised to wait until called. The master kiosk worker will move them through the kiosk stations. If interview is necessary, client calls a specific number and phone is rolled to an eligibility worker who completes the interview. (can be at that office or elsewhere)
Adam Dondro - Affordable Care Act Implementation in California
CA is creating its own Health Exchange. Developing a separate business rules engine (CalHEERS) to run MAGI calculations and ATCR functions.
Workflow is under development but is being evaluated with each specific step under construction. They are identifying the current process and adding the new business requirements. They are also making the delivery as seamless to the consumer as possible. The complexity of the service delivery will be worked behind the scenes. CA is also keeping in mind the reality of the process from the client's perspective. Their plan is complicated by the fact that CA is county administered.
Integration involves policy alignments, system enhancements, resource matching, data sharing, etc. It involves every aspect of client service and providing quality decisions through efficient processes.
Comments: Some states are working on the development of mobile apps for basic client services such as checking balances on EBT cards.
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