WEBVTT 1 "Sergio Obregon" (1051332096)-0 00:00:04.649 --> 00:00:09.478 Okay, good morning everybody and welcome to training number 2 for 1 "Sergio Obregon" (1051332096)-1 00:00:09.478 --> 00:00:13.869 the Illinois Department of Health Care and Family Services. 1 "Sergio Obregon" (1051332096)-2 00:00:13.869 --> 00:00:15.479 3 part webinar series. 2 "Sergio Obregon" (1051332096)-0 00:00:15.479 --> 00:00:18.713 Training for the end of the continuous coverage 2 "Sergio Obregon" (1051332096)-1 00:00:18.713 --> 00:00:19.589 requirements. 3 "Sergio Obregon" (1051332096)-0 00:00:19.589 --> 00:00:24.289 My name is Sergio Obregon, and I serve as a special assistant to 3 "Sergio Obregon" (1051332096)-1 00:00:24.289 --> 00:00:25.230 the director. 4 "Sergio Obregon" (1051332096)-0 00:00:25.230 --> 00:00:28.530 Of HFS in the division of eligibility. 5 "Sergio Obregon" (1051332096)-0 00:00:28.530 --> 00:00:33.143 Please allow me to also introduce my colleagues Margaret 5 "Sergio Obregon" (1051332096)-1 00:00:33.143 --> 00:00:37.110 Dunne, who serves as a Medicaid program analyst. 6 "Sergio Obregon" (1051332096)-0 00:00:37.110 --> 00:00:41.921 In our division of eligibility Melishia Bansa who serves as a 6 "Sergio Obregon" (1051332096)-1 00:00:41.921 --> 00:00:44.250 special assistant to director. 7 "Sergio Obregon" (1051332096)-0 00:00:44.250 --> 00:00:49.470 And Lauren Polite who also works as an analyst. 8 "Sergio Obregon" (1051332096)-0 00:00:49.470 --> 00:00:55.053 In medical programs here at HFS together, we will be providing 8 "Sergio Obregon" (1051332096)-1 00:00:55.053 --> 00:00:57.180 information on outreach. 9 "Sergio Obregon" (1051332096)-0 00:00:57.180 --> 00:01:00.542 And engagement for the end of the continuous coverage 9 "Sergio Obregon" (1051332096)-1 00:01:00.542 --> 00:01:01.290 requirement. 10 "Sergio Obregon" (1051332096)-0 00:01:01.290 --> 00:01:05.070 Just a couple of housekeeping items number 1. 11 "Sergio Obregon" (1051332096)-0 00:01:05.070 --> 00:01:08.898 The day 1, introduction to the end of continuous coverage 11 "Sergio Obregon" (1051332096)-1 00:01:08.898 --> 00:01:11.340 requirement that was done last week. 12 "Sergio Obregon" (1051332096)-0 00:01:11.340 --> 00:01:16.189 Was recorded, and now can be found on our website at Medicaid 12 "Sergio Obregon" (1051332096)-1 00:01:16.189 --> 00:01:17.910 that Illinois dot Gov. 13 "Sergio Obregon" (1051332096)-0 00:01:17.910 --> 00:01:21.600 In the section titled 3 part webinar series. 14 "Sergio Obregon" (1051332096)-0 00:01:21.600 --> 00:01:26.196 So, please go back and review it if you've missed it as that 14 "Sergio Obregon" (1051332096)-1 00:01:26.196 --> 00:01:30.190 training dives into why redetermination are starting 14 "Sergio Obregon" (1051332096)-2 00:01:30.190 --> 00:01:34.260 important dates and key dates and timelines and also. 15 "Sergio Obregon" (1051332096)-0 00:01:34.260 --> 00:01:37.935 Critical messaging that is starting to be sent to 15 "Sergio Obregon" (1051332096)-1 00:01:37.935 --> 00:01:38.670 customers. 16 "Sergio Obregon" (1051332096)-0 00:01:39.750 --> 00:01:43.147 Housekeeping item number 2 again, as we've mentioned just a 16 "Sergio Obregon" (1051332096)-1 00:01:43.147 --> 00:01:45.300 bit ago, but for everybody attending. 17 "Sergio Obregon" (1051332096)-0 00:01:45.300 --> 00:01:49.267 Due to the volume of individual's attending, we had 17 "Sergio Obregon" (1051332096)-1 00:01:49.267 --> 00:01:54.150 to change this to a webinar, but this will be recorded as well. 18 "Sergio Obregon" (1051332096)-0 00:01:54.150 --> 00:01:59.373 And I'd also like to share that we will not be having a 2 and a, 18 "Sergio Obregon" (1051332096)-1 00:01:59.373 --> 00:02:00.900 at the end of this. 19 "Sergio Obregon" (1051332096)-0 00:02:00.900 --> 00:02:05.911 Presentation what we do encourage you to visit our 19 "Sergio Obregon" (1051332096)-1 00:02:05.911 --> 00:02:07.680 Illinois Medicaid. 20 "Sergio Obregon" (1051332096)-0 00:02:07.680 --> 00:02:10.860 Renewal information center and click. 21 "Sergio Obregon" (1051332096)-0 00:02:10.860 --> 00:02:15.360 On the ready to renew frequently asked questions section. 22 "Sergio Obregon" (1051332096)-0 00:02:15.360 --> 00:02:19.045 Because in that section, you may find the answer that you're 22 "Sergio Obregon" (1051332096)-1 00:02:19.045 --> 00:02:19.770 looking for. 23 "Sergio Obregon" (1051332096)-0 00:02:19.770 --> 00:02:25.590 Also, please visit frequently. The frequently asked questions. 24 "Sergio Obregon" (1051332096)-0 00:02:25.590 --> 00:02:30.018 In a frequent way, there will be updates to them as you learn 24 "Sergio Obregon" (1051332096)-1 00:02:30.018 --> 00:02:31.590 more about your needs. 25 "Sergio Obregon" (1051332096)-0 00:02:31.590 --> 00:02:35.130 And the needs of the customers and providers are like. 26 "Sergio Obregon" (1051332096)-0 00:02:35.130 --> 00:02:38.820 So, thank you, let's go to the next slide, Margaret. 27 "Sergio Obregon" (1051332096)-0 00:02:40.350 --> 00:02:44.100 Before we get started, I'd like to take a quick moment. 28 "Sergio Obregon" (1051332096)-0 00:02:44.100 --> 00:02:48.683 Again to sync my colleagues both internally to and externally 28 "Sergio Obregon" (1051332096)-1 00:02:48.683 --> 00:02:52.674 that helped us put this together. And that also helps 28 "Sergio Obregon" (1051332096)-2 00:02:52.674 --> 00:02:55.410 spread the word about this training. 29 "Sergio Obregon" (1051332096)-0 00:02:55.410 --> 00:03:00.090 We have over 625 participants. 30 "Sergio Obregon" (1051332096)-0 00:03:00.090 --> 00:03:03.504 And fellow learners from all walks of life on this call 30 "Sergio Obregon" (1051332096)-1 00:03:03.504 --> 00:03:03.870 today. 31 "Sergio Obregon" (1051332096)-0 00:03:03.870 --> 00:03:08.220 We have navigators community health workers. 32 "Sergio Obregon" (1051332096)-0 00:03:08.220 --> 00:03:12.480 Systems community based organizations. 33 "Sergio Obregon" (1051332096)-0 00:03:12.480 --> 00:03:16.170 Rule HFS staff. 34 "Sergio Obregon" (1051332096)-0 00:03:16.170 --> 00:03:19.373 And other groups that are closely connected to our 34 "Sergio Obregon" (1051332096)-1 00:03:19.373 --> 00:03:22.200 Medicaid customers are 1 common denominator. 35 "Sergio Obregon" (1051332096)-0 00:03:22.200 --> 00:03:25.087 As I mentioned in our 1st training, this truly 35 "Sergio Obregon" (1051332096)-1 00:03:25.087 --> 00:03:27.300 demonstrates the collective effort. 36 "Sergio Obregon" (1051332096)-0 00:03:27.300 --> 00:03:32.040 We all make to help keep people connected to care. 37 "Sergio Obregon" (1051332096)-0 00:03:32.040 --> 00:03:35.616 We know that by working together, we can help some of 37 "Sergio Obregon" (1051332096)-1 00:03:35.616 --> 00:03:39.789 our most vulnerable residents and communities overcome many of 37 "Sergio Obregon" (1051332096)-2 00:03:39.789 --> 00:03:40.650 the barriers. 38 "Sergio Obregon" (1051332096)-0 00:03:40.650 --> 00:03:44.998 They face when trying to access health care, and we know that 38 "Sergio Obregon" (1051332096)-1 00:03:44.998 --> 00:03:45.630 together. 39 "Sergio Obregon" (1051332096)-0 00:03:45.630 --> 00:03:49.620 We can contribute to our vision that you see listed here today. 40 "Sergio Obregon" (1051332096)-0 00:03:49.620 --> 00:03:52.620 We know that by working together. 41 "Sergio Obregon" (1051332096)-0 00:03:52.620 --> 00:03:55.980 We improve live, so let us begin. 42 "Sergio Obregon" (1051332096)-0 00:03:55.980 --> 00:03:59.700 Next slide, Margaret, thank you. Let's start by reviewing our 42 "Sergio Obregon" (1051332096)-1 00:03:59.700 --> 00:04:03.120 goals and objectives for the 3 day training. Once again. 43 "Sergio Obregon" (1051332096)-0 00:04:03.120 --> 00:04:06.640 Goals we have set forth and that we know we can execute by 43 "Sergio Obregon" (1051332096)-1 00:04:06.640 --> 00:04:08.550 working together are as follows. 44 "Sergio Obregon" (1051332096)-0 00:04:08.550 --> 00:04:12.950 Number 1, equip our partners and providers such as you with the 44 "Sergio Obregon" (1051332096)-1 00:04:12.950 --> 00:04:17.076 necessary redetermination tools to help our customers, your 44 "Sergio Obregon" (1051332096)-2 00:04:17.076 --> 00:04:20.790 patients, your clients, your students, your families. 45 "Sergio Obregon" (1051332096)-0 00:04:20.790 --> 00:04:24.330 And also your neighbors, for example. 46 "Sergio Obregon" (1051332096)-0 00:04:24.330 --> 00:04:28.230 Provide guidance on how you can best activate our medi program 46 "Sergio Obregon" (1051332096)-1 00:04:28.230 --> 00:04:31.079 to assist customers, find their renewal date. 47 "Sergio Obregon" (1051332096)-0 00:04:31.079 --> 00:04:35.712 Goal number 2, I'm sure that our providers and partners are 47 "Sergio Obregon" (1051332096)-1 00:04:35.712 --> 00:04:40.269 sharing the same message as HFS and our sister agency, the 47 "Sergio Obregon" (1051332096)-2 00:04:40.269 --> 00:04:42.509 Department of human services. 48 "Sergio Obregon" (1051332096)-0 00:04:42.509 --> 00:04:45.869 Or, as many of you may know them, DHS. 49 "Sergio Obregon" (1051332096)-0 00:04:45.869 --> 00:04:49.604 You heard me say in our 1st training uniformity and 49 "Sergio Obregon" (1051332096)-1 00:04:49.604 --> 00:04:50.969 consistency is key. 50 "Sergio Obregon" (1051332096)-0 00:04:52.259 --> 00:04:56.493 In our 1st, day of training, we also stated that messages can 50 "Sergio Obregon" (1051332096)-1 00:04:56.493 --> 00:05:00.386 travel far and wide and we must make sure we are 1 voice 50 "Sergio Obregon" (1051332096)-2 00:05:00.386 --> 00:05:03.869 reaching customers to keep them connected to care. 51 "Sergio Obregon" (1051332096)-0 00:05:03.869 --> 00:05:07.319 And finally, by working on these 1st, 2 goals. 52 "Sergio Obregon" (1051332096)-0 00:05:07.319 --> 00:05:11.292 Together in a collaborative fashion, we will achieve goal 52 "Sergio Obregon" (1051332096)-1 00:05:11.292 --> 00:05:11.909 number 3. 53 "Sergio Obregon" (1051332096)-0 00:05:11.909 --> 00:05:16.557 And I say that with confidence, we will minimize the number of 53 "Sergio Obregon" (1051332096)-1 00:05:16.557 --> 00:05:21.059 eligible customers who will lose coverage thus contributing. 54 "Sergio Obregon" (1051332096)-0 00:05:21.059 --> 00:05:24.296 To the continuity of coverage, for some of our most vulnerable 54 "Sergio Obregon" (1051332096)-1 00:05:24.296 --> 00:05:26.249 populations in the state of Illinois. 55 "Sergio Obregon" (1051332096)-0 00:05:26.249 --> 00:05:32.609 Next slide there is the agenda for the next 15 minutes. 56 "Sergio Obregon" (1051332096)-0 00:05:32.609 --> 00:05:36.453 The title for today's training is the end of the continuous 56 "Sergio Obregon" (1051332096)-1 00:05:36.453 --> 00:05:37.799 coverage requirement. 57 "Sergio Obregon" (1051332096)-0 00:05:37.799 --> 00:05:43.109 Outreach and engagement today we will be covering the following. 58 "Sergio Obregon" (1051332096)-0 00:05:44.459 --> 00:05:48.752 Using today will be covering the following using MEDI for 58 "Sergio Obregon" (1051332096)-1 00:05:48.752 --> 00:05:50.159 proactive outreach. 59 "Sergio Obregon" (1051332096)-0 00:05:50.159 --> 00:05:54.138 Items include the reviewing of screenshots of how to read 59 "Sergio Obregon" (1051332096)-1 00:05:54.138 --> 00:05:56.609 renewal dates in both MEDI and MMC. 60 "Sergio Obregon" (1051332096)-0 00:05:56.609 --> 00:06:00.658 Manage my case, and we will be reviewing some proactive steps 60 "Sergio Obregon" (1051332096)-1 00:06:00.658 --> 00:06:02.879 that you can take to incorporate. 61 "Sergio Obregon" (1051332096)-0 00:06:02.879 --> 00:06:07.282 A system in your own business process to help customers, 61 "Sergio Obregon" (1051332096)-1 00:06:07.282 --> 00:06:08.519 retain coverage. 62 "Sergio Obregon" (1051332096)-0 00:06:08.519 --> 00:06:12.479 Item number 2, as you can see listed here. 63 "Sergio Obregon" (1051332096)-0 00:06:12.479 --> 00:06:15.569 Assisting customers with manage my case. 64 "Sergio Obregon" (1051332096)-0 00:06:15.569 --> 00:06:19.199 And the 3 of create. 65 "Sergio Obregon" (1051332096)-0 00:06:19.199 --> 00:06:24.569 Check and change, and finally we will also be reviewing. 66 "Sergio Obregon" (1051332096)-0 00:06:24.569 --> 00:06:27.959 Are ready to renew tool kit materials. 67 "Sergio Obregon" (1051332096)-0 00:06:27.959 --> 00:06:32.459 How to access them and how you can incorporate them. 68 "Sergio Obregon" (1051332096)-0 00:06:32.459 --> 00:06:36.968 In your keeping customers connected to care business 68 "Sergio Obregon" (1051332096)-1 00:06:36.968 --> 00:06:37.649 process. 69 "Sergio Obregon" (1051332096)-0 00:06:39.269 --> 00:06:42.672 I like to add that some of this may be redundant to you if 69 "Sergio Obregon" (1051332096)-1 00:06:42.672 --> 00:06:45.671 you've been attending presentations, or some of our 69 "Sergio Obregon" (1051332096)-2 00:06:45.671 --> 00:06:49.189 Medicaid advisory committee, public education, sub committee 69 "Sergio Obregon" (1051332096)-3 00:06:49.189 --> 00:06:49.708 meetings. 70 "Sergio Obregon" (1051332096)-0 00:06:49.709 --> 00:06:54.605 But for some of you, this is going to be new so that everyone 70 "Sergio Obregon" (1051332096)-1 00:06:54.605 --> 00:06:59.186 is aware, this material was put together in the spirit of 70 "Sergio Obregon" (1051332096)-2 00:06:59.186 --> 00:07:01.319 uniformity and consistency. 71 "Sergio Obregon" (1051332096)-0 00:07:01.319 --> 00:07:04.701 I mentioned in our last training, and I will continue to 71 "Sergio Obregon" (1051332096)-1 00:07:04.701 --> 00:07:06.779 message this as you hear me speak. 72 "Sergio Obregon" (1051332096)-0 00:07:06.779 --> 00:07:12.053 Uniformity and consistency is key to aligning our collective 72 "Sergio Obregon" (1051332096)-1 00:07:12.053 --> 00:07:12.659 effort. 73 "Sergio Obregon" (1051332096)-0 00:07:12.659 --> 00:07:15.689 To ensure we are reaching everyone. 74 "Sergio Obregon" (1051332096)-0 00:07:15.689 --> 00:07:20.104 And anyone that has direct connection to the Medicaid 74 "Sergio Obregon" (1051332096)-1 00:07:20.104 --> 00:07:20.759 program. 75 "Sergio Obregon" (1051332096)-0 00:07:20.759 --> 00:07:24.389 So that said I am going to go ahead. 76 "Sergio Obregon" (1051332096)-0 00:07:24.389 --> 00:07:28.469 And turn it over to Margaret Dunne, who will walk us through. 77 "Sergio Obregon" (1051332096)-0 00:07:28.469 --> 00:07:32.369 Using MEDI for proactive outreach and engagement. 78 "Margaret Dunne" (3341958656)-0 00:07:32.369 --> 00:07:36.964 Thank you Margaret and take it away. Okay. Thanks, Sergio. I'm 78 "Margaret Dunne" (3341958656)-1 00:07:36.964 --> 00:07:39.299 going to jump right in to using. 79 "Margaret Dunne" (3341958656)-0 00:07:40.739 --> 00:07:47.224 So, providers can use many in a few different ways. We do have 79 "Margaret Dunne" (3341958656)-1 00:07:47.224 --> 00:07:53.195 individual 1 by 1 access where you can look up individual 79 "Margaret Dunne" (3341958656)-2 00:07:53.195 --> 00:07:55.048 customers clients. 80 "Margaret Dunne" (3341958656)-0 00:07:55.049 --> 00:08:02.096 But we also are offering a process where you can do batch 80 "Margaret Dunne" (3341958656)-1 00:08:02.096 --> 00:08:07.199 inquiries through our HIPPA 27,271 files. 81 "Margaret Dunne" (3341958656)-0 00:08:07.199 --> 00:08:10.349 You can request access. 82 "Margaret Dunne" (3341958656)-0 00:08:10.349 --> 00:08:16.912 And in order to do, so you will need to join the electronic data 82 "Margaret Dunne" (3341958656)-1 00:08:16.912 --> 00:08:18.629 exchange program. 83 "Margaret Dunne" (3341958656)-0 00:08:19.314 --> 00:08:23.503 And Here's some very technical information on how exactly you 83 "Margaret Dunne" (3341958656)-1 00:08:23.503 --> 00:08:27.084 need to do that. You would need to join the program. 84 "Margaret Dunne" (3341958656)-0 00:08:27.324 --> 00:08:32.174 You can email HFS dot edit trading partners at Illinois dot 84 "Margaret Dunne" (3341958656)-1 00:08:32.174 --> 00:08:36.297 Gov and request a trading partner agreement and an 84 "Margaret Dunne" (3341958656)-2 00:08:36.297 --> 00:08:37.914 application for the. 85 "Margaret Dunne" (3341958656)-0 00:08:38.629 --> 00:08:39.599 Program. 86 "Margaret Dunne" (3341958656)-0 00:08:40.374 --> 00:08:44.618 But, again, this has details on how exactly you can do that. And 86 "Margaret Dunne" (3341958656)-1 00:08:44.618 --> 00:08:48.536 Here's an example. I got from our tech people of the 27,271 86 "Margaret Dunne" (3341958656)-2 00:08:48.536 --> 00:08:52.585 HIPPA transaction files and your I. T, people should know all 86 "Margaret Dunne" (3341958656)-3 00:08:52.585 --> 00:08:53.304 about this. 87 "Margaret Dunne" (3341958656)-0 00:08:53.304 --> 00:08:58.029 But I did want to point out in the file. That is. to point out 87 "Margaret Dunne" (3341958656)-1 00:08:58.029 --> 00:08:59.454 in the file that is 88 "Margaret Dunne" (3341958656)-0 00:08:59.599 --> 00:09:04.775 Turn you would be able to see both the renewal date and the 88 "Margaret Dunne" (3341958656)-1 00:09:04.775 --> 00:09:06.329 renewal form type. 89 "Margaret Dunne" (3341958656)-0 00:09:06.329 --> 00:09:12.873 You can see right here in this 1st, um, in the pink is the 89 "Margaret Dunne" (3341958656)-1 00:09:12.873 --> 00:09:14.759 renewal date and. 90 "Margaret Dunne" (3341958656)-0 00:09:14.759 --> 00:09:20.669 Green list the renewal form type so it is. 91 "Margaret Dunne" (3341958656)-0 00:09:20.669 --> 00:09:24.518 Um, not the easiest thing to find if you're not aware of how 91 "Margaret Dunne" (3341958656)-1 00:09:24.518 --> 00:09:28.430 to read the files. But again, your, I T, group should be able 91 "Margaret Dunne" (3341958656)-2 00:09:28.430 --> 00:09:32.469 to help with getting these files and putting them in a readable 91 "Margaret Dunne" (3341958656)-3 00:09:32.469 --> 00:09:33.479 format for, you. 92 "Margaret Dunne" (3341958656)-0 00:09:33.479 --> 00:09:37.199 And I see that Lauren adding information that the chat thanks 92 "Margaret Dunne" (3341958656)-1 00:09:37.199 --> 00:09:39.419 Lauren, for adding that information. 93 "Margaret Dunne" (3341958656)-0 00:09:40.709 --> 00:09:44.459 The information that is available in. 94 "Margaret Dunne" (3341958656)-0 00:09:44.459 --> 00:09:47.699 Is the recipient name and date of birth? 95 "Margaret Dunne" (3341958656)-0 00:09:47.699 --> 00:09:52.635 Case name and address eligibility for medical benefits 95 "Margaret Dunne" (3341958656)-1 00:09:52.635 --> 00:09:57.930 you can put in a specific date and see if the customer was 95 "Margaret Dunne" (3341958656)-2 00:09:57.930 --> 00:09:58.649 covered. 96 "Margaret Dunne" (3341958656)-0 00:09:58.764 --> 00:10:03.971 On that date in MEDI is also the renewal due date and, as I 96 "Margaret Dunne" (3341958656)-1 00:10:03.971 --> 00:10:08.484 pointed out previously, the form is also available. 97 "Margaret Dunne" (3341958656)-0 00:10:08.514 --> 00:10:12.064 There's a form indicator, whether the individual would get 97 "Margaret Dunne" (3341958656)-1 00:10:12.064 --> 00:10:15.735 that form a, that we've talked about in the past. That's the 97 "Margaret Dunne" (3341958656)-2 00:10:15.735 --> 00:10:18.564 form that does not need to be returned unless. 98 "Margaret Dunne" (3341958656)-0 00:10:18.649 --> 00:10:23.648 The customer has to update or change information and then form 98 "Margaret Dunne" (3341958656)-1 00:10:23.648 --> 00:10:27.299 B, is the form that does need to be returned. 99 "Margaret Dunne" (3341958656)-0 00:10:27.299 --> 00:10:31.739 Needs to be updated, reviewed and sent back in. 100 "Margaret Dunne" (3341958656)-0 00:10:31.739 --> 00:10:36.014 And just to point out that form B, would look different, 100 "Margaret Dunne" (3341958656)-1 00:10:36.014 --> 00:10:40.589 depending on case benefits, whether they have medical, only. 101 "Margaret Dunne" (3341958656)-0 00:10:40.589 --> 00:10:45.720 Medical and SNAP medical and cash, et cetera, but quite a bit 101 "Margaret Dunne" (3341958656)-1 00:10:45.720 --> 00:10:51.100 bit of information can be found in MEDI, either the batch or the 101 "Margaret Dunne" (3341958656)-2 00:10:51.100 --> 00:10:52.259 1 by 1 action. 102 "Margaret Dunne" (3341958656)-0 00:10:52.259 --> 00:10:56.848 Here's a screen of what providers can see when they are 102 "Margaret Dunne" (3341958656)-1 00:10:56.848 --> 00:10:58.979 looking at the individual. 103 "Margaret Dunne" (3341958656)-0 00:10:58.979 --> 00:11:05.339 Look up for a customer on the bottom you can see it shows the. 104 "Margaret Dunne" (3341958656)-0 00:11:05.339 --> 00:11:08.759 Renewal due date for this individual. 105 "Margaret Dunne" (3341958656)-0 00:11:08.759 --> 00:11:14.810 Uh, March, 1st, 2024 and the renewal form form a, is listed 105 "Margaret Dunne" (3341958656)-1 00:11:14.810 --> 00:11:20.961 here. We do want to mention that renewal form is not updated 105 "Margaret Dunne" (3341958656)-2 00:11:20.961 --> 00:11:22.979 until 1 month prior. 106 "Margaret Dunne" (3341958656)-0 00:11:22.979 --> 00:11:28.356 To the renewal date so if you're looking at this 56 months ahead 106 "Margaret Dunne" (3341958656)-1 00:11:28.356 --> 00:11:31.169 of what that renewal due date is. 107 "Margaret Dunne" (3341958656)-0 00:11:31.169 --> 00:11:35.784 Don't rely on that form type if you're looking at this 1 month 107 "Margaret Dunne" (3341958656)-1 00:11:35.784 --> 00:11:40.400 prior, you can be assured that that renewal form type would be 107 "Margaret Dunne" (3341958656)-2 00:11:40.400 --> 00:11:41.939 accurate information. 108 "Margaret Dunne" (3341958656)-0 00:11:43.709 --> 00:11:48.374 Now, jumping on to helping customers, find their renewal 108 "Margaret Dunne" (3341958656)-1 00:11:48.374 --> 00:11:53.039 due date that can be done at Illinois aid that Illinois. 109 "Margaret Dunne" (3341958656)-0 00:11:53.039 --> 00:11:58.124 Individuals can go to manage my case. They can look at the 109 "Margaret Dunne" (3341958656)-1 00:11:58.124 --> 00:11:59.849 benefit details tab. 110 "Margaret Dunne" (3341958656)-0 00:11:59.849 --> 00:12:04.979 Which will list their renewal date information. 111 "Margaret Dunne" (3341958656)-0 00:12:04.979 --> 00:12:09.373 Providers can look at the menu system that I just talked about. 111 "Margaret Dunne" (3341958656)-1 00:12:09.373 --> 00:12:11.159 They can get, um, a batch. 112 "Margaret Dunne" (3341958656)-0 00:12:11.159 --> 00:12:16.158 Response from their organization from the customers at their 112 "Margaret Dunne" (3341958656)-1 00:12:16.158 --> 00:12:20.339 organization, or they can do 1 by 1 lookup when a. 113 "Margaret Dunne" (3341958656)-0 00:12:20.339 --> 00:12:24.809 Customer comes in for a visit, they can actually look that up 1 113 "Margaret Dunne" (3341958656)-1 00:12:24.809 --> 00:12:28.860 by 1, make sure that that customer is aware of what their 113 "Margaret Dunne" (3341958656)-2 00:12:28.860 --> 00:12:33.121 renewal due date is. Of course, customers can also talk with 113 "Margaret Dunne" (3341958656)-3 00:12:33.121 --> 00:12:34.379 their if they are. 114 "Margaret Dunne" (3341958656)-0 00:12:34.404 --> 00:12:35.424 Enrolled in an, 115 "Margaret Dunne" (3341958656)-0 00:12:37.464 --> 00:12:42.034 and we do have coming soon an automated voice response phone 115 "Margaret Dunne" (3341958656)-1 00:12:42.034 --> 00:12:46.679 line where individuals will be able to call they will need to 115 "Margaret Dunne" (3341958656)-2 00:12:46.679 --> 00:12:51.325 give their number to the input that information and they will 115 "Margaret Dunne" (3341958656)-3 00:12:51.325 --> 00:12:52.373 be able to get 116 "Margaret Dunne" (3341958656)-0 00:12:52.374 --> 00:12:54.054 their renewal date via. 117 "Margaret Dunne" (3341958656)-0 00:12:54.379 --> 00:12:57.149 Automated voice response online. 118 "Margaret Dunne" (3341958656)-0 00:13:00.149 --> 00:13:04.864 We are asking our providers to help our customers retain 118 "Margaret Dunne" (3341958656)-1 00:13:04.864 --> 00:13:05.609 coverage. 119 "Margaret Dunne" (3341958656)-0 00:13:05.609 --> 00:13:09.939 By encouraging them to learn about their redetermination 119 "Margaret Dunne" (3341958656)-1 00:13:09.939 --> 00:13:10.319 date. 120 "Margaret Dunne" (3341958656)-0 00:13:10.319 --> 00:13:14.994 By speaking, or working with customers, as they are coming in 120 "Margaret Dunne" (3341958656)-1 00:13:14.994 --> 00:13:18.689 for visits, use many to find their renewal date. 121 "Margaret Dunne" (3341958656)-0 00:13:18.689 --> 00:13:22.417 Let that customer know that right that on their paperwork 121 "Margaret Dunne" (3341958656)-1 00:13:22.417 --> 00:13:22.739 that. 122 "Margaret Dunne" (3341958656)-0 00:13:22.739 --> 00:13:27.910 They're taking home with them. We also ask that you refer get 122 "Margaret Dunne" (3341958656)-1 00:13:27.910 --> 00:13:29.579 covered in Illinois. 123 "Margaret Dunne" (3341958656)-0 00:13:29.579 --> 00:13:33.882 Refer to the get covered Illinois navigators for help 123 "Margaret Dunne" (3341958656)-1 00:13:33.882 --> 00:13:37.229 with both Medicaid and marketplace forms. 124 "Margaret Dunne" (3341958656)-0 00:13:37.229 --> 00:13:41.988 You can explain the timeline of when redetermination are mailed 124 "Margaret Dunne" (3341958656)-1 00:13:41.988 --> 00:13:44.219 versus what their due date is. 125 "Margaret Dunne" (3341958656)-0 00:13:44.219 --> 00:13:49.289 And just a reminder again are mailed 30 days prior. 126 "Margaret Dunne" (3341958656)-0 00:13:49.289 --> 00:13:54.089 To the renewal due date, which is 60 days before the end of 126 "Margaret Dunne" (3341958656)-1 00:13:54.089 --> 00:13:56.969 their current certification period. 127 "Margaret Dunne" (3341958656)-0 00:13:56.969 --> 00:14:00.599 So, again, that's the last day of coverage. 128 "Margaret Dunne" (3341958656)-0 00:14:00.599 --> 00:14:04.289 During their annual, uh, coverage, period. 129 "Margaret Dunne" (3341958656)-0 00:14:04.289 --> 00:14:08.559 Please also continue to encourage customers to update 129 "Margaret Dunne" (3341958656)-1 00:14:08.559 --> 00:14:13.463 their contact information. They can do that through manage my 129 "Margaret Dunne" (3341958656)-2 00:14:13.463 --> 00:14:13.859 case. 130 "Margaret Dunne" (3341958656)-0 00:14:13.859 --> 00:14:18.208 They can do that by calling that 877 number listed here (877) 130 "Margaret Dunne" (3341958656)-1 00:14:18.208 --> 00:14:22.487 805-5312 or by submitting the online form. And that's a live 130 "Margaret Dunne" (3341958656)-2 00:14:22.487 --> 00:14:25.224 link. So that once we share this deck. 131 "Margaret Dunne" (3341958656)-0 00:14:25.224 --> 00:14:29.184 that's a live link so that once we share this deck 132 "Margaret Dunne" (3341958656)-0 00:14:29.489 --> 00:14:34.714 You'll be able to click on that link. That link is also going to 132 "Margaret Dunne" (3341958656)-1 00:14:34.714 --> 00:14:35.759 be available. 133 "Margaret Dunne" (3341958656)-0 00:14:35.759 --> 00:14:41.159 On multiple sites, um, that will be going through as well. 134 "Margaret Dunne" (3341958656)-0 00:14:41.159 --> 00:14:45.493 And again, we always say this, the gold standard is to assist 134 "Margaret Dunne" (3341958656)-1 00:14:45.493 --> 00:14:48.989 customers in setting up, manage my case accounts. 135 "Margaret Dunne" (3341958656)-0 00:14:48.989 --> 00:14:53.067 You can assist them over the phone, walk them through the 135 "Margaret Dunne" (3341958656)-1 00:14:53.067 --> 00:14:57.285 process. We do that all the time. Here. You can use zoom or 135 "Margaret Dunne" (3341958656)-2 00:14:57.285 --> 00:15:01.926 face time as well just to assist them and going through the setup 135 "Margaret Dunne" (3341958656)-3 00:15:01.926 --> 00:15:02.489 process. 136 "Margaret Dunne" (3341958656)-0 00:15:02.489 --> 00:15:07.469 And, of course, if you're able to and have the staff available. 137 "Margaret Dunne" (3341958656)-0 00:15:07.469 --> 00:15:11.819 Helping them do it in person is the best as far as. 138 "Margaret Dunne" (3341958656)-0 00:15:11.819 --> 00:15:16.282 Showing them through the process and showing them how they can 138 "Margaret Dunne" (3341958656)-1 00:15:16.282 --> 00:15:17.699 navigate everything. 139 "Margaret Dunne" (3341958656)-0 00:15:21.749 --> 00:15:27.809 Providers please help our customers retain coverage. 140 "Margaret Dunne" (3341958656)-0 00:15:27.809 --> 00:15:32.631 Put a system in place to get Medicaid customers ready to 140 "Margaret Dunne" (3341958656)-1 00:15:32.631 --> 00:15:35.339 renew and connected to coverage. 141 "Margaret Dunne" (3341958656)-0 00:15:35.339 --> 00:15:38.399 You can work work with them during check in. 142 "Margaret Dunne" (3341958656)-0 00:15:38.399 --> 00:15:42.372 Appointment reminders during appointments, and during the 142 "Margaret Dunne" (3341958656)-1 00:15:42.372 --> 00:15:42.989 checkout. 143 "Margaret Dunne" (3341958656)-0 00:15:43.464 --> 00:15:47.858 You can use your mind chart or your patient portal to send 143 "Margaret Dunne" (3341958656)-1 00:15:47.858 --> 00:15:52.327 reminders throughout the year. If you have an email or text 143 "Margaret Dunne" (3341958656)-2 00:15:52.327 --> 00:15:54.264 list, use that repeatedly. 144 "Margaret Dunne" (3341958656)-0 00:15:54.594 --> 00:15:58.674 We'll be doing that as well as you heard about in our last 144 "Margaret Dunne" (3341958656)-1 00:15:58.674 --> 00:15:59.574 presentation. 145 "Margaret Dunne" (3341958656)-0 00:16:01.049 --> 00:16:05.522 If you're checking staff can see renewal due dates, train them to 145 "Margaret Dunne" (3341958656)-1 00:16:05.522 --> 00:16:06.539 tell customers. 146 "Margaret Dunne" (3341958656)-0 00:16:06.539 --> 00:16:10.841 When they are due to renew and what they need to do to get 146 "Margaret Dunne" (3341958656)-1 00:16:10.841 --> 00:16:11.279 ready. 147 "Margaret Dunne" (3341958656)-0 00:16:11.279 --> 00:16:15.286 You can hand out and post written materials and militia 147 "Margaret Dunne" (3341958656)-1 00:16:15.286 --> 00:16:19.079 will be talking about some of those materials later. 148 "Margaret Dunne" (3341958656)-0 00:16:19.079 --> 00:16:22.619 Specifically, what you can use them for. 149 "Margaret Dunne" (3341958656)-0 00:16:22.619 --> 00:16:26.459 What they say additional information. 150 "Margaret Dunne" (3341958656)-0 00:16:26.459 --> 00:16:30.632 It would be wonderful if you could put a computer in your 150 "Margaret Dunne" (3341958656)-1 00:16:30.632 --> 00:16:35.093 waiting room or a tablet, and set up the home homepage to aid 150 "Margaret Dunne" (3341958656)-2 00:16:35.093 --> 00:16:36.749 that Illinois dot. Gov. 151 "Margaret Dunne" (3341958656)-0 00:16:36.749 --> 00:16:40.182 So that people can actually click on the, manage my case to 151 "Margaret Dunne" (3341958656)-1 00:16:40.182 --> 00:16:43.615 update their address or to check their due date right? When 151 "Margaret Dunne" (3341958656)-2 00:16:43.615 --> 00:16:45.389 they're sitting in your office. 152 "Margaret Dunne" (3341958656)-0 00:16:45.744 --> 00:16:50.317 And give them a little bit more information about their case. 152 "Margaret Dunne" (3341958656)-1 00:16:50.317 --> 00:16:54.890 Everyone's due date is different and repetition is the key to 152 "Margaret Dunne" (3341958656)-2 00:16:54.890 --> 00:16:55.554 adoption. 153 "Margaret Dunne" (3341958656)-0 00:16:55.554 --> 00:16:59.970 So please set up systems to consistently deliver this 153 "Margaret Dunne" (3341958656)-1 00:16:59.970 --> 00:17:02.424 messaging throughout the year. 154 "Margaret Dunne" (3341958656)-0 00:17:02.699 --> 00:17:07.079 And again, we do want to remind providers that the 154 "Margaret Dunne" (3341958656)-1 00:17:07.079 --> 00:17:11.718 redetermination forms are specific to individuals and 154 "Margaret Dunne" (3341958656)-2 00:17:11.718 --> 00:17:12.748 their cases. 155 "Margaret Dunne" (3341958656)-0 00:17:12.749 --> 00:17:18.619 So 1 form is not the same 1 form can't be shared among different 155 "Margaret Dunne" (3341958656)-1 00:17:18.619 --> 00:17:21.239 customers. They are specific. 156 "Margaret Dunne" (3341958656)-0 00:17:23.579 --> 00:17:27.606 Okay, this is my section 2. I believe, um, just reviewing 156 "Margaret Dunne" (3341958656)-1 00:17:27.606 --> 00:17:31.981 assisting customers in setting up, manage my case accounts. We 156 "Margaret Dunne" (3341958656)-2 00:17:31.981 --> 00:17:34.829 did a high level review last time, just. 157 "Margaret Dunne" (3341958656)-0 00:17:34.829 --> 00:17:39.043 Showing you the basics kind of an introduction to manage my 157 "Margaret Dunne" (3341958656)-1 00:17:39.043 --> 00:17:40.799 case, but now we want to. 158 "Margaret Dunne" (3341958656)-0 00:17:40.799 --> 00:17:45.275 Um, go a little bit deeper into the account set up process so 158 "Margaret Dunne" (3341958656)-1 00:17:45.275 --> 00:17:49.968 that all of you become experts, and you can share your knowledge 158 "Margaret Dunne" (3341958656)-2 00:17:49.968 --> 00:17:51.629 with customers as well. 159 "Margaret Dunne" (3341958656)-0 00:17:51.629 --> 00:17:55.649 The 3 Cs I'm visiting again, the of manage my case. 160 "Margaret Dunne" (3341958656)-0 00:17:55.649 --> 00:18:01.829 1st, creating 2nd checking and finally changing. 161 "Margaret Dunne" (3341958656)-0 00:18:01.829 --> 00:18:05.948 Creating is going to be the most important to start off so that 161 "Margaret Dunne" (3341958656)-1 00:18:05.948 --> 00:18:09.874 customers will be able to use the functionality of manage my 161 "Margaret Dunne" (3341958656)-2 00:18:09.874 --> 00:18:12.449 case. They can check for renewal dates. 162 "Margaret Dunne" (3341958656)-0 00:18:12.449 --> 00:18:16.429 Check for notices check for upcoming appointments and 162 "Margaret Dunne" (3341958656)-1 00:18:16.429 --> 00:18:17.609 reschedule them. 163 "Margaret Dunne" (3341958656)-0 00:18:17.634 --> 00:18:20.604 And check their case information to make sure it's accurate. 164 "Margaret Dunne" (3341958656)-0 00:18:20.784 --> 00:18:25.039 If it's not accurate, they can final C change the information 164 "Margaret Dunne" (3341958656)-1 00:18:25.039 --> 00:18:29.226 they can change their address change income change household 164 "Margaret Dunne" (3341958656)-2 00:18:29.226 --> 00:18:33.481 members either taking away, or adding household members, they 164 "Margaret Dunne" (3341958656)-3 00:18:33.481 --> 00:18:34.854 can report expenses, 165 "Margaret Dunne" (3341958656)-0 00:18:34.884 --> 00:18:37.584 upload documents. And, of course, the most important. 166 "Margaret Dunne" (3341958656)-0 00:18:38.054 --> 00:18:41.589 Submit their renewal or redetermination it is 1 of the 166 "Margaret Dunne" (3341958656)-1 00:18:41.589 --> 00:18:45.704 easiest ways. I can't say this enough and you've probably heard 166 "Margaret Dunne" (3341958656)-2 00:18:45.704 --> 00:18:47.504 it a lot from me and others. 167 "Margaret Dunne" (3341958656)-0 00:18:47.864 --> 00:18:51.401 1 of the easiest way is for consumers to submit re, 167 "Margaret Dunne" (3341958656)-1 00:18:51.401 --> 00:18:53.714 determinations is manage my case. 168 "Margaret Dunne" (3341958656)-0 00:18:53.969 --> 00:18:57.678 Customers won't then have to go to their local DHS office. We 168 "Margaret Dunne" (3341958656)-1 00:18:57.678 --> 00:19:01.568 know that can be time consuming. They don't want to expose their 168 "Margaret Dunne" (3341958656)-2 00:19:01.568 --> 00:19:04.859 kids to any germs that might be floating around there. 169 "Margaret Dunne" (3341958656)-0 00:19:04.859 --> 00:19:09.232 And this also allows them to stay more informed about their 169 "Margaret Dunne" (3341958656)-1 00:19:09.232 --> 00:19:13.167 benefits to see what their benefits are to find those 169 "Margaret Dunne" (3341958656)-2 00:19:13.167 --> 00:19:16.228 renewal dates to find those notices that. 170 "Margaret Dunne" (3341958656)-0 00:19:16.229 --> 00:19:20.092 They may have been past notices. They'd be able to see them for 170 "Margaret Dunne" (3341958656)-1 00:19:20.092 --> 00:19:21.239 the last 12 months. 171 "Margaret Dunne" (3341958656)-0 00:19:21.239 --> 00:19:25.598 And again, we urge all agencies with customer contact and the 171 "Margaret Dunne" (3341958656)-1 00:19:25.598 --> 00:19:29.957 resources available to assist customers in setting up, manage 171 "Margaret Dunne" (3341958656)-2 00:19:29.957 --> 00:19:34.457 my case accounts. And I'm going to jump into that process right 171 "Margaret Dunne" (3341958656)-3 00:19:34.457 --> 00:19:34.739 now. 172 "Margaret Dunne" (3341958656)-0 00:19:34.739 --> 00:19:40.326 Some individuals may have user ID and password because they 172 "Margaret Dunne" (3341958656)-1 00:19:40.326 --> 00:19:43.679 submitted an application through a. 173 "Margaret Dunne" (3341958656)-0 00:19:43.679 --> 00:19:48.118 We're talking about aimed at Illinois. I'm sure all of you 173 "Margaret Dunne" (3341958656)-1 00:19:48.118 --> 00:19:52.933 are familiar with that. That is the place that customers can go 173 "Margaret Dunne" (3341958656)-2 00:19:52.933 --> 00:19:56.771 to to apply for benefits for medical snap and cash 173 "Margaret Dunne" (3341958656)-3 00:19:56.771 --> 00:19:57.599 assistance. 174 "Margaret Dunne" (3341958656)-0 00:19:57.599 --> 00:20:02.180 Again, if they've used a to apply for benefits, they'll have 174 "Margaret Dunne" (3341958656)-1 00:20:02.180 --> 00:20:06.838 a user ID and password. They will simply click on that manage 174 "Margaret Dunne" (3341958656)-2 00:20:06.838 --> 00:20:07.438 my case. 175 "Margaret Dunne" (3341958656)-0 00:20:07.439 --> 00:20:11.796 This bottom box will come up and they'll add their user ID and 175 "Margaret Dunne" (3341958656)-1 00:20:11.796 --> 00:20:12.419 password. 176 "Margaret Dunne" (3341958656)-0 00:20:12.419 --> 00:20:17.169 No worries if they don't already have it or if they've forgotten 176 "Margaret Dunne" (3341958656)-1 00:20:17.169 --> 00:20:21.772 it we know that happens. They will just click on that create a 176 "Margaret Dunne" (3341958656)-2 00:20:21.772 --> 00:20:23.819 new, a user ID and password. 177 "Margaret Dunne" (3341958656)-0 00:20:23.819 --> 00:20:28.211 That link that's in blue. So again, they'd go to the manage 177 "Margaret Dunne" (3341958656)-1 00:20:28.211 --> 00:20:29.309 my case button. 178 "Margaret Dunne" (3341958656)-0 00:20:29.309 --> 00:20:33.134 They get to this bottom screen if they don't have the user ID 178 "Margaret Dunne" (3341958656)-1 00:20:33.134 --> 00:20:35.849 and password, they click on that blue link. 179 "Margaret Dunne" (3341958656)-0 00:20:35.849 --> 00:20:40.649 And once they click on that blue link, they would see this page. 180 "Margaret Dunne" (3341958656)-0 00:20:40.914 --> 00:20:45.736 Very simple process of setting up their case information, their 180 "Margaret Dunne" (3341958656)-1 00:20:45.736 --> 00:20:49.503 name, their user ID and password, and then really 180 "Margaret Dunne" (3341958656)-2 00:20:49.503 --> 00:20:54.024 important secret questions and in order to change anything, 181 "Margaret Dunne" (3341958656)-0 00:20:54.204 --> 00:20:58.421 if an individual forgets their password, they need to know the 181 "Margaret Dunne" (3341958656)-1 00:20:58.421 --> 00:21:00.564 answers to the secret questions. 182 "Margaret Dunne" (3341958656)-0 00:21:00.959 --> 00:21:06.359 Those secret question answers are case specifics so. 183 "Margaret Dunne" (3341958656)-0 00:21:06.359 --> 00:21:11.274 Capital or lower case, make sure that those are written down 183 "Margaret Dunne" (3341958656)-1 00:21:11.274 --> 00:21:13.289 exactly. As they've been. 184 "Margaret Dunne" (3341958656)-0 00:21:13.289 --> 00:21:17.309 Entered into the box, so. 185 "Margaret Dunne" (3341958656)-0 00:21:17.309 --> 00:21:21.790 Always a good idea to write down that information for the 185 "Margaret Dunne" (3341958656)-1 00:21:21.790 --> 00:21:26.581 customers handed off to them. We asked that you not keep that 185 "Margaret Dunne" (3341958656)-2 00:21:26.581 --> 00:21:27.509 information. 186 "Margaret Dunne" (3341958656)-0 00:21:27.509 --> 00:21:31.564 Because, of course, that's HIPPA protected information that's 186 "Margaret Dunne" (3341958656)-1 00:21:31.564 --> 00:21:35.686 available in manage my case. We want to make sure we keep that 186 "Margaret Dunne" (3341958656)-2 00:21:35.686 --> 00:21:36.929 information secure. 187 "Margaret Dunne" (3341958656)-0 00:21:38.579 --> 00:21:43.386 Once they have created that account, they would go to the 187 "Margaret Dunne" (3341958656)-1 00:21:43.386 --> 00:21:48.359 next step and before I jump into that, I do want to remind. 188 "Margaret Dunne" (3341958656)-0 00:21:48.359 --> 00:21:52.919 Providers, whether your application agents or sisters. 189 "Margaret Dunne" (3341958656)-0 00:21:52.919 --> 00:21:57.189 Community health workers, you should not be creating, manage 189 "Margaret Dunne" (3341958656)-1 00:21:57.189 --> 00:22:00.479 my case accounts without the customer present. 190 "Margaret Dunne" (3341958656)-0 00:22:00.479 --> 00:22:04.374 Unless you have been specifically designated as an 190 "Margaret Dunne" (3341958656)-1 00:22:04.374 --> 00:22:08.805 approved representative, and you have the signed required 190 "Margaret Dunne" (3341958656)-2 00:22:08.805 --> 00:22:09.569 paperwork. 191 "Margaret Dunne" (3341958656)-0 00:22:09.569 --> 00:22:13.832 And we have that signed required paperwork as well so that we can 191 "Margaret Dunne" (3341958656)-1 00:22:13.832 --> 00:22:17.708 recognize that you are and approved representative for this 191 "Margaret Dunne" (3341958656)-2 00:22:17.708 --> 00:22:18.418 individual. 192 "Margaret Dunne" (3341958656)-0 00:22:18.419 --> 00:22:22.588 You can, of course, assist the customer in setting up their 192 "Margaret Dunne" (3341958656)-1 00:22:22.588 --> 00:22:27.035 manage my case accounts and we are asking you please to do this 192 "Margaret Dunne" (3341958656)-2 00:22:27.035 --> 00:22:29.189 to assist our shared customers. 193 "Margaret Dunne" (3341958656)-0 00:22:29.189 --> 00:22:33.389 But the customer does have to sign any forms, submitted 193 "Margaret Dunne" (3341958656)-1 00:22:33.389 --> 00:22:35.189 through, manage my case. 194 "Margaret Dunne" (3341958656)-0 00:22:35.189 --> 00:22:39.497 And just a reminder here, staff should not keep that customer ID 194 "Margaret Dunne" (3341958656)-1 00:22:39.497 --> 00:22:42.149 and password again. This is a security. 195 "Margaret Dunne" (3341958656)-0 00:22:42.149 --> 00:22:47.147 Issue and there is HIPPA protected information in manage 195 "Margaret Dunne" (3341958656)-1 00:22:47.147 --> 00:22:47.849 my case. 196 "Margaret Dunne" (3341958656)-0 00:22:47.849 --> 00:22:52.928 That needs to be continued to be protected information so do not 196 "Margaret Dunne" (3341958656)-1 00:22:52.928 --> 00:22:57.225 keep that yourselves, write it down, handed off to the 196 "Margaret Dunne" (3341958656)-2 00:22:57.225 --> 00:23:01.289 customers and let them know to store that securely. 197 "Margaret Dunne" (3341958656)-0 00:23:02.214 --> 00:23:06.465 We do also remind application agents, our HFS application 197 "Margaret Dunne" (3341958656)-1 00:23:06.465 --> 00:23:10.570 agents that, in order to communicate with case workers, 197 "Margaret Dunne" (3341958656)-2 00:23:10.570 --> 00:23:15.041 they need to have customers, complete the application agent, 197 "Margaret Dunne" (3341958656)-3 00:23:15.041 --> 00:23:17.094 customer authorization form. 198 "Margaret Dunne" (3341958656)-0 00:23:17.394 --> 00:23:21.264 That form can be found on the application. 199 "Margaret Dunne" (3341958656)-0 00:23:21.734 --> 00:23:27.602 Agent page on the HFS website if you go to the provider tab on 199 "Margaret Dunne" (3341958656)-1 00:23:27.602 --> 00:23:28.814 the HFS site, 200 "Margaret Dunne" (3341958656)-0 00:23:28.814 --> 00:23:33.509 it's the 1st listing in the drop down under the provider tab will 200 "Margaret Dunne" (3341958656)-1 00:23:33.509 --> 00:23:36.854 take you right to that application agent page. 201 "Margaret Dunne" (3341958656)-0 00:23:37.109 --> 00:23:40.589 Where you'll be able to find that form. 202 "Margaret Dunne" (3341958656)-0 00:23:40.589 --> 00:23:46.240 So, 4th step after you have that user ID, and password would be 202 "Margaret Dunne" (3341958656)-1 00:23:46.240 --> 00:23:51.802 linking an account to a case. So, this is the case information 202 "Margaret Dunne" (3341958656)-2 00:23:51.802 --> 00:23:53.039 that you have. 203 "Margaret Dunne" (3341958656)-0 00:23:53.039 --> 00:23:56.579 Specific to the customer case. 204 "Margaret Dunne" (3341958656)-0 00:23:56.579 --> 00:24:00.683 And it would need to be linked to that user ID and password 204 "Margaret Dunne" (3341958656)-1 00:24:00.683 --> 00:24:04.718 that has been set up for the customer. So, the next screen 204 "Margaret Dunne" (3341958656)-2 00:24:04.718 --> 00:24:06.839 you would come to is this link. 205 "Margaret Dunne" (3341958656)-0 00:24:06.839 --> 00:24:11.430 Linking your account screen, the screen on the left is what you 205 "Margaret Dunne" (3341958656)-1 00:24:11.430 --> 00:24:15.305 would see if you're a new customer, the screen on the 205 "Margaret Dunne" (3341958656)-2 00:24:15.305 --> 00:24:18.748 right is what you would see if you have used a. 206 "Margaret Dunne" (3341958656)-0 00:24:18.749 --> 00:24:22.600 To submit an account and you can see here in this specific 206 "Margaret Dunne" (3341958656)-1 00:24:22.600 --> 00:24:24.689 example, this individual didn't. 207 "Margaret Dunne" (3341958656)-0 00:24:24.689 --> 00:24:28.203 Did submit an application and there is a current status of 207 "Margaret Dunne" (3341958656)-1 00:24:28.203 --> 00:24:28.799 submitted. 208 "Margaret Dunne" (3341958656)-0 00:24:28.824 --> 00:24:32.124 Right here, if you were to click on that view button, 209 "Margaret Dunne" (3341958656)-0 00:24:32.154 --> 00:24:36.522 it would show you could actually look at the application again 209 "Margaret Dunne" (3341958656)-1 00:24:36.522 --> 00:24:40.960 and see what documents may have been uploaded on behalf of that 209 "Margaret Dunne" (3341958656)-2 00:24:40.960 --> 00:24:44.844 customer in either case no matter which screen you use. 210 "Margaret Dunne" (3341958656)-0 00:24:44.874 --> 00:24:47.424 You would click on the link your account. 211 "Margaret Dunne" (3341958656)-0 00:24:47.699 --> 00:24:51.959 In blue, or the link, your account button here. 212 "Margaret Dunne" (3341958656)-0 00:24:53.279 --> 00:24:56.955 Once you click on that, you would see this screen pretty 212 "Margaret Dunne" (3341958656)-1 00:24:56.955 --> 00:25:00.632 simple screen date of birth that's got to be repeated to 212 "Margaret Dunne" (3341958656)-2 00:25:00.632 --> 00:25:04.502 make sure we know what you're entering. And then, secondly, 212 "Margaret Dunne" (3341958656)-3 00:25:04.502 --> 00:25:08.244 would be the individual ID or the social security number. 213 "Margaret Dunne" (3341958656)-0 00:25:10.259 --> 00:25:14.318 So, for those individuals that may not have a social security 213 "Margaret Dunne" (3341958656)-1 00:25:14.318 --> 00:25:18.443 number, they can also use the individual ID number. That's not 213 "Margaret Dunne" (3341958656)-2 00:25:18.443 --> 00:25:21.324 the same as the RIN or recipient ID number. 214 "Margaret Dunne" (3341958656)-0 00:25:21.654 --> 00:25:26.987 It is a number specific to each individual in a case and for the 214 "Margaret Dunne" (3341958656)-1 00:25:26.987 --> 00:25:30.024 process of manage. My case accounts. 215 "Margaret Dunne" (3341958656)-0 00:25:30.734 --> 00:25:34.619 It would be the head of household individual ID number 215 "Margaret Dunne" (3341958656)-1 00:25:34.619 --> 00:25:39.212 that is always listed on the top righthand corner of a decision. 215 "Margaret Dunne" (3341958656)-2 00:25:39.212 --> 00:25:43.451 Notice sent out to customers. It's also on the last page of 215 "Margaret Dunne" (3341958656)-3 00:25:43.451 --> 00:25:44.864 that notice as well. 216 "Margaret Dunne" (3341958656)-0 00:25:45.539 --> 00:25:49.760 If you can't find that information, you are certainly 216 "Margaret Dunne" (3341958656)-1 00:25:49.760 --> 00:25:51.089 able to send, um. 217 "Margaret Dunne" (3341958656)-0 00:25:51.089 --> 00:25:57.269 An email to DHS dot eve questions at Illinois. Gov. And. 218 "Margaret Dunne" (3341958656)-0 00:25:57.269 --> 00:26:01.754 As long as you're able to answer some security questions, they 218 "Margaret Dunne" (3341958656)-1 00:26:01.754 --> 00:26:05.740 would be able to help you in finding that individual ID 218 "Margaret Dunne" (3341958656)-2 00:26:05.740 --> 00:26:06.239 number. 219 "Margaret Dunne" (3341958656)-0 00:26:06.239 --> 00:26:12.788 Once that information is entered, you would then get a, 219 "Margaret Dunne" (3341958656)-1 00:26:12.788 --> 00:26:13.139 um. 220 "Margaret Dunne" (3341958656)-0 00:26:14.849 --> 00:26:18.119 Response saying that that account had been linked. 221 "Margaret Dunne" (3341958656)-0 00:26:18.119 --> 00:26:22.176 Then you would move on to the 3rd step and this is only has to 221 "Margaret Dunne" (3341958656)-1 00:26:22.176 --> 00:26:22.949 happen once. 222 "Margaret Dunne" (3341958656)-0 00:26:22.949 --> 00:26:27.187 Upon your initial account set up, each head of household needs 222 "Margaret Dunne" (3341958656)-1 00:26:27.187 --> 00:26:31.494 to be ID proofed. And again, it would be the head of household. 223 "Margaret Dunne" (3341958656)-0 00:26:31.554 --> 00:26:36.167 That is the only person that can set up a manage my case account 223 "Margaret Dunne" (3341958656)-1 00:26:36.167 --> 00:26:39.504 or an approved representative for that person. 224 "Margaret Dunne" (3341958656)-0 00:26:40.469 --> 00:26:45.345 Identity proofing happens in 1 of 3 ways. We have recently 224 "Margaret Dunne" (3341958656)-1 00:26:45.345 --> 00:26:48.239 added a secretary of state option. 225 "Margaret Dunne" (3341958656)-0 00:26:48.239 --> 00:26:53.326 And we believe that that's helped individuals in being 225 "Margaret Dunne" (3341958656)-1 00:26:53.326 --> 00:26:54.899 identity proofed. 226 "Margaret Dunne" (3341958656)-0 00:26:54.899 --> 00:26:59.845 Through the manage my case secretary of state process, the 226 "Margaret Dunne" (3341958656)-1 00:26:59.845 --> 00:27:05.043 individual has to enter their driver's license information or 226 "Margaret Dunne" (3341958656)-2 00:27:05.043 --> 00:27:07.559 state ID information. The 2nd. 227 "Margaret Dunne" (3341958656)-0 00:27:07.559 --> 00:27:12.361 Option if they don't have a driver's license or ID is to use 227 "Margaret Dunne" (3341958656)-1 00:27:12.361 --> 00:27:17.242 the Experian process and that's what we had in place up until 227 "Margaret Dunne" (3341958656)-2 00:27:17.242 --> 00:27:20.549 March of this year. It's still an option. 228 "Margaret Dunne" (3341958656)-0 00:27:20.549 --> 00:27:24.749 But we have secretary of state as a 1st option because. 229 "Margaret Dunne" (3341958656)-0 00:27:24.749 --> 00:27:29.744 It may be more successful for more people and finally the 3rd 229 "Margaret Dunne" (3341958656)-1 00:27:29.744 --> 00:27:34.094 option is manual identity proofing and that's a paper 229 "Margaret Dunne" (3341958656)-2 00:27:34.094 --> 00:27:34.739 process. 230 "Margaret Dunne" (3341958656)-0 00:27:34.739 --> 00:27:38.909 That customers can use if they're not able to use. 231 "Margaret Dunne" (3341958656)-0 00:27:38.909 --> 00:27:45.899 1, or 2 now, just to run through the Secretary of State process. 232 "Margaret Dunne" (3341958656)-0 00:27:45.899 --> 00:27:50.003 The individual will see this screen and it just asks do you 232 "Margaret Dunne" (3341958656)-1 00:27:50.003 --> 00:27:53.219 have an Illinois driver's license or state ID? 233 "Margaret Dunne" (3341958656)-0 00:27:53.219 --> 00:27:57.377 Simple answer yes. Or no, if they answer no, they would be 233 "Margaret Dunne" (3341958656)-1 00:27:57.377 --> 00:28:01.394 advanced to the experience identity proofing process. If 233 "Margaret Dunne" (3341958656)-2 00:28:01.394 --> 00:28:05.129 they answer. Yes. They would then be advanced to the 233 "Margaret Dunne" (3341958656)-3 00:28:05.129 --> 00:28:07.949 secretary of state ID proofing process. 234 "Margaret Dunne" (3341958656)-0 00:28:09.539 --> 00:28:13.172 And here is the Secretary of State screen, the human 234 "Margaret Dunne" (3341958656)-1 00:28:13.172 --> 00:28:17.216 individual simply has to enter information. Exactly. As it 234 "Margaret Dunne" (3341958656)-2 00:28:17.216 --> 00:28:21.329 appears on their ID. This is not the time to lie about your 234 "Margaret Dunne" (3341958656)-3 00:28:21.329 --> 00:28:21.809 weight. 235 "Margaret Dunne" (3341958656)-0 00:28:21.809 --> 00:28:25.830 If you've gained a few pounds, in any case, it has to be 235 "Margaret Dunne" (3341958656)-1 00:28:25.830 --> 00:28:30.203 exactly the information that's listed on your ID. If it's not 235 "Margaret Dunne" (3341958656)-2 00:28:30.203 --> 00:28:33.449 exactly the same. There will not be in batch. 236 "Margaret Dunne" (3341958656)-0 00:28:33.449 --> 00:28:38.350 The person won't be identified, do not enter the middle name 236 "Margaret Dunne" (3341958656)-1 00:28:38.350 --> 00:28:40.439 unless it's listed on the. 237 "Margaret Dunne" (3341958656)-0 00:28:40.794 --> 00:28:45.183 Driver's license or ID and then finally, the last thing is to 237 "Margaret Dunne" (3341958656)-1 00:28:45.183 --> 00:28:49.714 enter the 12 digit number that's listed in the driver's license 237 "Margaret Dunne" (3341958656)-2 00:28:49.714 --> 00:28:53.396 or state ID if you're successful, you will see this 237 "Margaret Dunne" (3341958656)-3 00:28:53.396 --> 00:28:54.954 little box saying yes, 238 "Margaret Dunne" (3341958656)-0 00:28:54.984 --> 00:28:58.462 we are able to ID proof you you'll click on the continue 238 "Margaret Dunne" (3341958656)-1 00:28:58.462 --> 00:29:00.294 button and you'll go right to. 239 "Margaret Dunne" (3341958656)-0 00:29:00.439 --> 00:29:05.549 That landing page and manage my case. If you're not successful. 240 "Margaret Dunne" (3341958656)-0 00:29:05.549 --> 00:29:10.473 Clicking Max would get you to the experience identity proofing 240 "Margaret Dunne" (3341958656)-1 00:29:10.473 --> 00:29:11.099 process. 241 "Margaret Dunne" (3341958656)-0 00:29:11.099 --> 00:29:15.236 And if you've been assisting customers in the past, you know 241 "Margaret Dunne" (3341958656)-1 00:29:15.236 --> 00:29:19.577 what this looks like these are the randomly generated questions 241 "Margaret Dunne" (3341958656)-2 00:29:19.577 --> 00:29:22.019 for the Experian identity proofing. 242 "Margaret Dunne" (3341958656)-0 00:29:22.019 --> 00:29:27.779 Process again, this is based on a customer's. 243 "Margaret Dunne" (3341958656)-0 00:29:27.779 --> 00:29:31.604 Credit history, ownership, history, rental history, 243 "Margaret Dunne" (3341958656)-1 00:29:31.604 --> 00:29:35.429 different things that only the customer would know. 244 "Margaret Dunne" (3341958656)-0 00:29:35.429 --> 00:29:39.000 If the customer is able to answer all of these questions, 244 "Margaret Dunne" (3341958656)-1 00:29:39.000 --> 00:29:41.279 they will get a successful response. 245 "Margaret Dunne" (3341958656)-0 00:29:41.279 --> 00:29:45.478 They'll click the next button and go right to that. Manage my 245 "Margaret Dunne" (3341958656)-1 00:29:45.478 --> 00:29:49.746 case landing page. If they're not successful, they'll be given 245 "Margaret Dunne" (3341958656)-2 00:29:49.746 --> 00:29:53.674 a 2nd chance through experience to verify their identity. 245 "Margaret Dunne" (3341958656)-3 00:29:53.674 --> 00:29:56.249 They'll have a number. They can call. 246 "Margaret Dunne" (3341958656)-0 00:29:56.249 --> 00:29:59.512 They'll be given a reference number and they'll have to 246 "Margaret Dunne" (3341958656)-1 00:29:59.512 --> 00:30:02.309 answer some questions after they call Experian. 247 "Margaret Dunne" (3341958656)-0 00:30:02.309 --> 00:30:07.529 They may still not be able to be identity proved. 248 "Margaret Dunne" (3341958656)-0 00:30:07.529 --> 00:30:11.978 So, they'll get a they'll either answer. Yes. Or no. Were you 248 "Margaret Dunne" (3341958656)-1 00:30:11.978 --> 00:30:16.428 able to be identity proofed if the answer is no, they'll be a 248 "Margaret Dunne" (3341958656)-2 00:30:16.428 --> 00:30:20.950 hard stop at that point. And the individual will need to go to 248 "Margaret Dunne" (3341958656)-3 00:30:20.950 --> 00:30:22.314 the manual process. 249 "Margaret Dunne" (3341958656)-0 00:30:22.794 --> 00:30:23.694 If they click. 250 "Margaret Dunne" (3341958656)-0 00:30:23.999 --> 00:30:27.997 Yes, they were able to be identity proved. They will then 250 "Margaret Dunne" (3341958656)-1 00:30:27.997 --> 00:30:31.169 again, go to the manage my case landing page. 251 "Margaret Dunne" (3341958656)-0 00:30:32.219 --> 00:30:36.559 Here is the process if they are not able to be identity proof 251 "Margaret Dunne" (3341958656)-1 00:30:36.559 --> 00:30:40.829 through secretary of state, or through the Experian process, 251 "Margaret Dunne" (3341958656)-2 00:30:40.829 --> 00:30:45.099 they would need to complete this form and it is available in 251 "Margaret Dunne" (3341958656)-3 00:30:45.099 --> 00:30:46.499 English and Spanish. 252 "Margaret Dunne" (3341958656)-0 00:30:46.499 --> 00:30:53.909 The links are in multiple places on DHS and website. 253 "Margaret Dunne" (3341958656)-0 00:30:53.909 --> 00:30:57.689 And they would complete this form. 254 "Margaret Dunne" (3341958656)-0 00:30:57.689 --> 00:31:02.781 They would also need to include support documents and I'll go 254 "Margaret Dunne" (3341958656)-1 00:31:02.781 --> 00:31:08.039 into those in a minute. They'd mail this information into this. 255 "Margaret Dunne" (3341958656)-0 00:31:08.039 --> 00:31:15.189 Address listed here, or they can bring it to also to their local. 255 "Margaret Dunne" (3341958656)-1 00:31:15.189 --> 00:31:15.839 We do. 256 "Margaret Dunne" (3341958656)-0 00:31:15.839 --> 00:31:21.884 Prefer that you send that to the ID proofing unit just so you 256 "Margaret Dunne" (3341958656)-1 00:31:21.884 --> 00:31:22.859 have that. 257 "Margaret Dunne" (3341958656)-0 00:31:22.859 --> 00:31:28.289 Information and you should get a response within 6 to 8 weeks. 258 "Margaret Dunne" (3341958656)-0 00:31:28.289 --> 00:31:33.402 And once again, if there are questions, you can email DHS, 258 "Margaret Dunne" (3341958656)-1 00:31:33.402 --> 00:31:33.749 ABE. 259 "Margaret Dunne" (3341958656)-0 00:31:33.749 --> 00:31:39.131 That questions at Illinois backup, once you are able to get 259 "Margaret Dunne" (3341958656)-1 00:31:39.131 --> 00:31:44.514 through this process, the 123 process, the create the case, 260 "Margaret Dunne" (3341958656)-0 00:31:44.544 --> 00:31:48.979 the linking and the ID proofing you would then get to this 260 "Margaret Dunne" (3341958656)-1 00:31:48.979 --> 00:31:50.934 landing page. landing page 261 "Margaret Dunne" (3341958656)-0 00:31:51.179 --> 00:31:55.229 The landing page is the case summary page. There's a lot of 261 "Margaret Dunne" (3341958656)-1 00:31:55.229 --> 00:31:58.469 great information, right here on this 1st page. 262 "Margaret Dunne" (3341958656)-0 00:31:58.469 --> 00:32:03.325 That renew my benefits button, which will appear 30 days prior 262 "Margaret Dunne" (3341958656)-1 00:32:03.325 --> 00:32:04.559 to the due date. 263 "Margaret Dunne" (3341958656)-0 00:32:04.559 --> 00:32:08.117 Won't be there the rest of the time so that's also a little 263 "Margaret Dunne" (3341958656)-1 00:32:08.117 --> 00:32:11.795 reminder. As soon as you see that button, you know, it's time 263 "Margaret Dunne" (3341958656)-2 00:32:11.795 --> 00:32:12.329 to renew. 264 "Margaret Dunne" (3341958656)-0 00:32:13.529 --> 00:32:17.207 Also from this front page, you can click on that report my 264 "Margaret Dunne" (3341958656)-1 00:32:17.207 --> 00:32:20.699 changes button and the apply for other benefits button. 265 "Margaret Dunne" (3341958656)-0 00:32:22.049 --> 00:32:27.225 You also see on the bottom that status of the benefits programs. 265 "Margaret Dunne" (3341958656)-1 00:32:27.225 --> 00:32:32.162 If you click here for details, that will take you to detailed 265 "Margaret Dunne" (3341958656)-2 00:32:32.162 --> 00:32:35.188 information for each type of benefit. 266 "Margaret Dunne" (3341958656)-0 00:32:35.189 --> 00:32:39.886 And that would also include redetermination dates, for 266 "Margaret Dunne" (3341958656)-1 00:32:39.886 --> 00:32:42.449 example, right here is what a. 267 "Margaret Dunne" (3341958656)-0 00:32:42.449 --> 00:32:47.435 Information would look like, in this case for health care 267 "Margaret Dunne" (3341958656)-1 00:32:47.435 --> 00:32:48.209 coverage. 268 "Margaret Dunne" (3341958656)-0 00:32:48.209 --> 00:32:52.705 Program details if the customer clicked on that, they would see 268 "Margaret Dunne" (3341958656)-1 00:32:52.705 --> 00:32:56.921 this screen to the right. It would tell them what their due 268 "Margaret Dunne" (3341958656)-2 00:32:56.921 --> 00:33:01.348 date is. And remember due date is always the 1st of the month. 268 "Margaret Dunne" (3341958656)-3 00:33:01.348 --> 00:33:01.559 So. 269 "Margaret Dunne" (3341958656)-0 00:33:01.824 --> 00:33:06.273 In this case, the due date would be April. 1st 2023 also listed 269 "Margaret Dunne" (3341958656)-1 00:33:06.273 --> 00:33:10.652 on this screen would be their information. Now if they clicked 269 "Margaret Dunne" (3341958656)-2 00:33:10.652 --> 00:33:14.963 on their food assistance, they would see information specific 269 "Margaret Dunne" (3341958656)-3 00:33:14.963 --> 00:33:16.284 to their snap case. 270 "Margaret Dunne" (3341958656)-0 00:33:16.284 --> 00:33:17.754 to their SNAP case 271 "Margaret Dunne" (3341958656)-0 00:33:18.029 --> 00:33:23.200 And to break down this page, a little bit more, remember 1st of 271 "Margaret Dunne" (3341958656)-1 00:33:23.200 --> 00:33:28.049 the month, it's always the due date. So, again, April 2023. 272 "Margaret Dunne" (3341958656)-0 00:33:28.049 --> 00:33:32.609 The due date would be April. 1st 2023. 273 "Margaret Dunne" (3341958656)-0 00:33:32.609 --> 00:33:36.689 A reminder the middle of the month is the cut off day. 274 "Margaret Dunne" (3341958656)-0 00:33:36.689 --> 00:33:42.139 Renewals must be turned in the paperwork must be turned in by 274 "Margaret Dunne" (3341958656)-1 00:33:42.139 --> 00:33:43.019 this date. 275 "Margaret Dunne" (3341958656)-0 00:33:43.019 --> 00:33:47.842 In order to avoid cut off of benefits for the following 275 "Margaret Dunne" (3341958656)-1 00:33:47.842 --> 00:33:48.359 month. 276 "Margaret Dunne" (3341958656)-0 00:33:49.439 --> 00:33:53.824 And always, the last day of the month is the end of the 276 "Margaret Dunne" (3341958656)-1 00:33:53.824 --> 00:33:55.469 certification period. 277 "Margaret Dunne" (3341958656)-0 00:33:55.469 --> 00:33:59.770 So, April 1st, due date means current coverage goes through 277 "Margaret Dunne" (3341958656)-1 00:33:59.770 --> 00:34:00.989 the end of April. 278 "Margaret Dunne" (3341958656)-0 00:34:00.989 --> 00:34:05.692 The 1st, day of last coverage would be made for this specific 278 "Margaret Dunne" (3341958656)-1 00:34:05.692 --> 00:34:06.299 example. 279 "Margaret Dunne" (3341958656)-0 00:34:08.579 --> 00:34:12.845 If people would were to click on that report, my changes button 279 "Margaret Dunne" (3341958656)-1 00:34:12.845 --> 00:34:16.977 that they saw on the front page, they would come to this page 279 "Margaret Dunne" (3341958656)-2 00:34:16.977 --> 00:34:20.644 where they would be able to update or change incorrect 279 "Margaret Dunne" (3341958656)-3 00:34:20.644 --> 00:34:21.444 information. 280 "Margaret Dunne" (3341958656)-0 00:34:21.744 --> 00:34:25.749 I have highlighted here specifically information on 280 "Margaret Dunne" (3341958656)-1 00:34:25.749 --> 00:34:27.984 changing contact information. 281 "Margaret Dunne" (3341958656)-0 00:34:28.289 --> 00:34:32.556 Because, of course, right now we want to make sure we have 281 "Margaret Dunne" (3341958656)-1 00:34:32.556 --> 00:34:37.259 accurate address phone numbers, emails, all of that information. 282 "Margaret Dunne" (3341958656)-0 00:34:37.344 --> 00:34:41.248 And as an individual can also add or cancel and approved 282 "Margaret Dunne" (3341958656)-1 00:34:41.248 --> 00:34:45.153 representative in this box that's highlighted if changes 282 "Margaret Dunne" (3341958656)-2 00:34:45.153 --> 00:34:49.264 require proof, make sure that you upload those documents as 282 "Margaret Dunne" (3341958656)-3 00:34:49.264 --> 00:34:51.114 well that upload documents. 283 "Margaret Dunne" (3341958656)-0 00:34:51.114 --> 00:34:56.126 Button is also on the 1st page or landing page of manage my 283 "Margaret Dunne" (3341958656)-1 00:34:56.126 --> 00:34:56.544 case. 284 "Margaret Dunne" (3341958656)-0 00:34:57.839 --> 00:35:02.129 If you do see that, renew my benefits button. 285 "Margaret Dunne" (3341958656)-0 00:35:02.129 --> 00:35:05.549 On that landing page or case summary page. 286 "Margaret Dunne" (3341958656)-0 00:35:05.549 --> 00:35:11.239 Once you click it, you would see this redetermination overview 286 "Margaret Dunne" (3341958656)-1 00:35:11.239 --> 00:35:13.769 box. It would also list the. 287 "Margaret Dunne" (3341958656)-0 00:35:13.769 --> 00:35:19.471 We do due date as well as the benefit type that is up for re, 287 "Margaret Dunne" (3341958656)-1 00:35:19.471 --> 00:35:20.759 determination. 288 "Margaret Dunne" (3341958656)-0 00:35:21.234 --> 00:35:24.767 It goes through a little information about this if you 288 "Margaret Dunne" (3341958656)-1 00:35:24.767 --> 00:35:28.878 were to click next here, you'll get a more expanded explanation 288 "Margaret Dunne" (3341958656)-2 00:35:28.878 --> 00:35:32.603 of what information you're going to have to provide that. 289 "Margaret Dunne" (3341958656)-0 00:35:32.604 --> 00:35:36.112 So that it gives you time to gather that information before 289 "Margaret Dunne" (3341958656)-1 00:35:36.112 --> 00:35:39.972 you actually start the paperwork process. So, again you click the 289 "Margaret Dunne" (3341958656)-2 00:35:39.972 --> 00:35:40.674 next button. 290 "Margaret Dunne" (3341958656)-0 00:35:40.759 --> 00:35:42.659 You get a little more information. 291 "Margaret Dunne" (3341958656)-0 00:35:42.954 --> 00:35:47.395 Then you click next and you'll actually start completing the 291 "Margaret Dunne" (3341958656)-1 00:35:47.395 --> 00:35:52.128 redetermination paperwork. I did also want to bring up this page 291 "Margaret Dunne" (3341958656)-2 00:35:52.128 --> 00:35:56.570 in manage my case. It's the account management communication 291 "Margaret Dunne" (3341958656)-3 00:35:56.570 --> 00:35:57.444 preferences. 292 "Margaret Dunne" (3341958656)-0 00:35:57.744 --> 00:36:01.169 So account management would be the tab at the top. From that 292 "Margaret Dunne" (3341958656)-1 00:36:01.169 --> 00:36:02.574 page. You would click on. 293 "Margaret Dunne" (3341958656)-0 00:36:02.659 --> 00:36:06.701 Communication preferences that is especially important now 293 "Margaret Dunne" (3341958656)-1 00:36:06.701 --> 00:36:09.854 because customers can add that email address. 294 "Margaret Dunne" (3341958656)-0 00:36:10.184 --> 00:36:15.678 They can add that cell number so that they will be able to get 294 "Margaret Dunne" (3341958656)-1 00:36:15.678 --> 00:36:17.684 emails and text alerts. 295 "Margaret Dunne" (3341958656)-0 00:36:17.939 --> 00:36:21.747 Text that we've talked about in our past presentation, and I 295 "Margaret Dunne" (3341958656)-1 00:36:21.747 --> 00:36:25.494 believe militia may also be talking about those a little in 295 "Margaret Dunne" (3341958656)-2 00:36:25.494 --> 00:36:28.679 a minute. But also from this page, you can choose. 296 "Margaret Dunne" (3341958656)-0 00:36:28.679 --> 00:36:33.158 The customer can choose how they want to receive information from 296 "Margaret Dunne" (3341958656)-1 00:36:33.158 --> 00:36:37.435 the state. Do they want to get paper and electronic notices or 296 "Margaret Dunne" (3341958656)-2 00:36:37.435 --> 00:36:40.829 only the electronic only notices, which would be. 297 "Margaret Dunne" (3341958656)-0 00:36:40.829 --> 00:36:45.573 Through manage my case, they can also choose that. They don't 297 "Margaret Dunne" (3341958656)-1 00:36:45.573 --> 00:36:47.639 want to receive any alerts. 298 "Margaret Dunne" (3341958656)-0 00:36:48.779 --> 00:36:53.309 And I did want to note as well that if an alert email or text 298 "Margaret Dunne" (3341958656)-1 00:36:53.309 --> 00:36:57.694 bounces back, that would be a heads up to the state that we 298 "Margaret Dunne" (3341958656)-2 00:36:57.694 --> 00:37:00.179 may not have correct information. 299 "Margaret Dunne" (3341958656)-0 00:37:00.179 --> 00:37:04.987 So, we would, at that point, we start sending paper notices to 299 "Margaret Dunne" (3341958656)-1 00:37:04.987 --> 00:37:09.567 the last address we have on file. I also do want to mention 299 "Margaret Dunne" (3341958656)-2 00:37:09.567 --> 00:37:12.239 here if we get something returned. 300 "Margaret Dunne" (3341958656)-0 00:37:12.239 --> 00:37:17.956 From an address we have on file and that return mail has a 300 "Margaret Dunne" (3341958656)-1 00:37:17.956 --> 00:37:21.929 forwarding address. We will then resend. 301 "Margaret Dunne" (3341958656)-0 00:37:21.929 --> 00:37:26.983 The redetermination paperwork, or notice back out to the new 301 "Margaret Dunne" (3341958656)-1 00:37:26.983 --> 00:37:28.889 address that is on the. 302 "Margaret Dunne" (3341958656)-0 00:37:28.889 --> 00:37:35.943 Returned mail, I do want to mention that scams are already 302 "Margaret Dunne" (3341958656)-1 00:37:35.943 --> 00:37:37.139 out there. 303 "Margaret Dunne" (3341958656)-0 00:37:37.139 --> 00:37:42.762 And make sure everybody's aware of that. Please remind customers 303 "Margaret Dunne" (3341958656)-1 00:37:42.762 --> 00:37:44.579 to be aware of scams. 304 "Margaret Dunne" (3341958656)-0 00:37:44.579 --> 00:37:49.501 Illinois will never ask for money to renew, or apply for 304 "Margaret Dunne" (3341958656)-1 00:37:49.501 --> 00:37:50.279 Medicaid. 305 "Margaret Dunne" (3341958656)-0 00:37:50.279 --> 00:37:55.571 Please report scans to the fraud report Web site, or the Medicaid 305 "Margaret Dunne" (3341958656)-1 00:37:55.571 --> 00:37:58.619 fraud to hotline number listed there. 306 "Margaret Dunne" (3341958656)-0 00:38:00.179 --> 00:38:05.184 And as far as direct customer outreach, if you're able to 306 "Margaret Dunne" (3341958656)-1 00:38:05.184 --> 00:38:09.930 share this warning with customers, that is also a plus 306 "Margaret Dunne" (3341958656)-2 00:38:09.930 --> 00:38:14.850 for customers for us. And for your organization as well. 307 "Margaret Dunne" (3341958656)-0 00:38:16.590 --> 00:38:21.270 Okay, now I am going to turn it over to my colleague. 308 "Margaret Dunne" (3341958656)-0 00:38:30.060 --> 00:38:38.962 Are you there, Melishia? Okay. I'm just checking to make sure 308 "Margaret Dunne" (3341958656)-1 00:38:38.962 --> 00:38:42.840 that here. Can you hear me. 309 "Melishia Bansa" (1526303744)-0 00:38:42.840 --> 00:38:47.187 We can hear you. Thanks Melishia. Wonderful. I was 309 "Melishia Bansa" (1526303744)-1 00:38:47.187 --> 00:38:51.450 double muted there. Wonderful. Thank you so much. 310 "Melishia Bansa" (1526303744)-0 00:38:51.450 --> 00:38:55.410 Margaret, that was the, uh, outstanding outstanding. 311 "Melishia Bansa" (1526303744)-0 00:38:55.410 --> 00:38:59.370 Thank you everybody going to get right into this part. 312 "Melishia Bansa" (1526303744)-0 00:38:59.370 --> 00:39:04.350 So, we have heard a lot about so many different components. 313 "Melishia Bansa" (1526303744)-0 00:39:04.350 --> 00:39:07.598 HFS has done a lot of work to develop key messaging and simple 313 "Melishia Bansa" (1526303744)-1 00:39:07.598 --> 00:39:10.589 communications to prepare stakeholders and customers. So, 313 "Melishia Bansa" (1526303744)-2 00:39:10.589 --> 00:39:12.600 at the end of the continuous coverage. 314 "Melishia Bansa" (1526303744)-0 00:39:12.600 --> 00:39:16.393 We've now expanded our communication efforts to include 314 "Melishia Bansa" (1526303744)-1 00:39:16.393 --> 00:39:20.051 more elements and our tool kit to amplify our phase 2 314 "Melishia Bansa" (1526303744)-2 00:39:20.051 --> 00:39:23.979 communication to Medicaid customers and stakeholders with 314 "Melishia Bansa" (1526303744)-3 00:39:23.979 --> 00:39:27.570 the new tagline. That is very simple ready to renew. 315 "Melishia Bansa" (1526303744)-0 00:39:27.595 --> 00:39:32.035 Next slide Margaret to support our stakeholders. 316 "Melishia Bansa" (1526303744)-0 00:39:32.035 --> 00:39:35.223 We have provided everyone access to our Illinois, Medicaid 316 "Melishia Bansa" (1526303744)-1 00:39:35.223 --> 00:39:38.304 renewal information center that is completely stuck with 316 "Melishia Bansa" (1526303744)-2 00:39:38.304 --> 00:39:41.601 resources to support and amplify the message of the ready to 316 "Melishia Bansa" (1526303744)-3 00:39:41.601 --> 00:39:45.114 renew campaign foreign Medicaid, customers and key stakeholders. 317 "Melishia Bansa" (1526303744)-0 00:39:45.660 --> 00:39:49.763 Within our information center that we talked about earlier in 317 "Melishia Bansa" (1526303744)-1 00:39:49.763 --> 00:39:52.080 21, you will easily see resources. 318 "Melishia Bansa" (1526303744)-0 00:39:52.080 --> 00:39:56.048 Such as the ready to renew messaging tool kit, this is 318 "Melishia Bansa" (1526303744)-1 00:39:56.048 --> 00:40:00.088 available in 15 languages for your convenience. The key 318 "Melishia Bansa" (1526303744)-2 00:40:00.088 --> 00:40:00.810 messaging. 319 "Melishia Bansa" (1526303744)-0 00:40:00.810 --> 00:40:03.900 Of the toolkit is simple, but impactful. 320 "Melishia Bansa" (1526303744)-0 00:40:03.900 --> 00:40:07.980 Click manage my case at ABE dot Illinois dot Gov. 321 "Melishia Bansa" (1526303744)-0 00:40:07.980 --> 00:40:11.460 In order to create, or log in to your account. 322 "Melishia Bansa" (1526303744)-0 00:40:11.460 --> 00:40:16.087 And Illinois that goes to manage your benefit, you can also go to 322 "Melishia Bansa" (1526303744)-1 00:40:16.087 --> 00:40:17.490 verify your address. 323 "Melishia Bansa" (1526303744)-0 00:40:17.490 --> 00:40:21.534 By clicking, manage my case and they're find your household 323 "Melishia Bansa" (1526303744)-1 00:40:21.534 --> 00:40:23.490 information under contact us. 324 "Melishia Bansa" (1526303744)-0 00:40:23.490 --> 00:40:26.550 Or call 1, 80,803. 325 "Melishia Bansa" (1526303744)-0 00:40:26.550 --> 00:40:31.290 605, 4 by phone, you can also find your due date. 326 "Melishia Bansa" (1526303744)-0 00:40:31.290 --> 00:40:34.440 Which is also called a redetermination date. 327 "Melishia Bansa" (1526303744)-0 00:40:34.440 --> 00:40:39.420 By checking your benefit details tab at Illinois dot. Gov. 328 "Melishia Bansa" (1526303744)-0 00:40:39.420 --> 00:40:42.510 And, of course, watch your mail. 329 "Melishia Bansa" (1526303744)-0 00:40:42.510 --> 00:40:46.920 We will mail your renewal a month before it is due. 330 "Melishia Bansa" (1526303744)-0 00:40:46.920 --> 00:40:51.630 And most importantly complete your renewal. 331 "Melishia Bansa" (1526303744)-0 00:40:51.630 --> 00:40:56.004 If your letter says, you need to complete and submit your renewal 331 "Melishia Bansa" (1526303744)-1 00:40:56.004 --> 00:40:57.330 before the due date. 332 "Melishia Bansa" (1526303744)-0 00:40:57.330 --> 00:41:02.352 Also called your redetermination date, got to do that to avoid 332 "Melishia Bansa" (1526303744)-1 00:41:02.352 --> 00:41:02.910 losing. 333 "Melishia Bansa" (1526303744)-0 00:41:02.910 --> 00:41:07.045 Your Medicaid coverage in our information center, where our 333 "Melishia Bansa" (1526303744)-1 00:41:07.045 --> 00:41:10.698 tool kit is located, our Medicaid customers can also 333 "Melishia Bansa" (1526303744)-2 00:41:10.698 --> 00:41:13.800 click on manage my case at a, that Illinois. 334 "Melishia Bansa" (1526303744)-0 00:41:13.800 --> 00:41:17.040 And utilize it to verify their address. 335 "Melishia Bansa" (1526303744)-0 00:41:17.040 --> 00:41:20.400 Under contact us find a renewal due date. 336 "Melishia Bansa" (1526303744)-0 00:41:20.400 --> 00:41:24.409 Under benefits details and most importantly they can complete 336 "Melishia Bansa" (1526303744)-1 00:41:24.409 --> 00:41:25.380 their renewals. 337 "Melishia Bansa" (1526303744)-0 00:41:25.380 --> 00:41:28.410 When it's time when it's due. 338 "Melishia Bansa" (1526303744)-0 00:41:28.410 --> 00:41:32.190 Next slide for your convenience. 339 "Melishia Bansa" (1526303744)-0 00:41:32.190 --> 00:41:35.520 You will find that the toolkit provides templates. 340 "Melishia Bansa" (1526303744)-0 00:41:35.520 --> 00:41:39.780 For email, text messages, flyers. 341 "Melishia Bansa" (1526303744)-0 00:41:39.780 --> 00:41:44.448 Podcasts and social media posts, these have been prepared for you 341 "Melishia Bansa" (1526303744)-1 00:41:44.448 --> 00:41:48.905 to utilize for your own tailored outreach method to our shared 341 "Melishia Bansa" (1526303744)-2 00:41:48.905 --> 00:41:52.230 customers. So, whether you are at an upcoming. 342 "Melishia Bansa" (1526303744)-0 00:41:52.230 --> 00:41:56.374 Face to face community event, or on the phone, providing a 342 "Melishia Bansa" (1526303744)-1 00:41:56.374 --> 00:42:00.238 customer with information regarding the ready to renew 342 "Melishia Bansa" (1526303744)-2 00:42:00.238 --> 00:42:00.660 steps. 343 "Melishia Bansa" (1526303744)-0 00:42:00.660 --> 00:42:04.570 Or, perhaps just blasting out text and email reminders to 343 "Melishia Bansa" (1526303744)-1 00:42:04.570 --> 00:42:06.660 customers and key stakeholders. 344 "Melishia Bansa" (1526303744)-0 00:42:06.660 --> 00:42:11.070 Next slide please or perhaps just blasting out. 345 "Melishia Bansa" (1526303744)-0 00:42:11.070 --> 00:42:16.110 Even more information to how we can get the information out 345 "Melishia Bansa" (1526303744)-1 00:42:16.110 --> 00:42:19.050 there with our social media posts. 346 "Melishia Bansa" (1526303744)-0 00:42:19.050 --> 00:42:24.300 We've got something for you as my colleague stayed it. 347 "Melishia Bansa" (1526303744)-0 00:42:24.300 --> 00:42:28.652 In this toolkit, we've made it very easy for you to utilize 347 "Melishia Bansa" (1526303744)-1 00:42:28.652 --> 00:42:33.150 this content content for your needs across social media post. 348 "Melishia Bansa" (1526303744)-0 00:42:33.150 --> 00:42:37.508 And please utilize are ready to renew frequently asked question 348 "Melishia Bansa" (1526303744)-1 00:42:37.508 --> 00:42:38.190 resources. 349 "Melishia Bansa" (1526303744)-0 00:42:38.190 --> 00:42:41.986 This consists of tons of information to address your 349 "Melishia Bansa" (1526303744)-1 00:42:41.986 --> 00:42:45.996 questions to increase your awareness and to empower you 349 "Melishia Bansa" (1526303744)-2 00:42:45.996 --> 00:42:50.222 your organization and our customers through the process of 349 "Melishia Bansa" (1526303744)-3 00:42:50.222 --> 00:42:51.870 getting ready to renew. 350 "Melishia Bansa" (1526303744)-0 00:42:51.870 --> 00:42:57.209 Next slide please as we all can see the amplify a very clear 350 "Melishia Bansa" (1526303744)-1 00:42:57.209 --> 00:42:59.310 message to the audience. 351 "Melishia Bansa" (1526303744)-0 00:42:59.310 --> 00:43:02.581 Please also note that the Eleanor Department of health 351 "Melishia Bansa" (1526303744)-1 00:43:02.581 --> 00:43:06.389 care, and family services also utilizes a range of social media 351 "Melishia Bansa" (1526303744)-2 00:43:06.389 --> 00:43:09.780 accounts to better reach our customers and stakeholders. 352 "Melishia Bansa" (1526303744)-0 00:43:09.780 --> 00:43:13.020 We encourage you to follow us on Twitter. 353 "Melishia Bansa" (1526303744)-0 00:43:13.020 --> 00:43:17.799 Facebook and LinkedIn for important news and announcements 353 "Melishia Bansa" (1526303744)-1 00:43:17.799 --> 00:43:18.690 and alerts. 354 "Melishia Bansa" (1526303744)-0 00:43:18.690 --> 00:43:22.080 And please spread the word to your own followers. 355 "Melishia Bansa" (1526303744)-0 00:43:22.080 --> 00:43:27.114 Together, let's keep those, we serve well, informed, educated 355 "Melishia Bansa" (1526303744)-1 00:43:27.114 --> 00:43:28.170 and in power. 356 "Melishia Bansa" (1526303744)-0 00:43:28.255 --> 00:43:32.655 Next slide please, and, of course, for more information, 356 "Melishia Bansa" (1526303744)-1 00:43:32.655 --> 00:43:37.055 please visit the Illinois, Medicaid renewals information 356 "Melishia Bansa" (1526303744)-2 00:43:37.055 --> 00:43:39.835 center that I talked about earlier. 357 "Melishia Bansa" (1526303744)-0 00:43:40.255 --> 00:43:44.742 And again, we are so delighted that all of you are joined the 357 "Melishia Bansa" (1526303744)-1 00:43:44.742 --> 00:43:48.145 2nd, part of our training series congratulate. 358 "Melishia Bansa" (1526303744)-0 00:43:48.195 --> 00:43:52.902 Relations to you for the work that you're doing for Medicaid 358 "Melishia Bansa" (1526303744)-1 00:43:52.902 --> 00:43:57.068 customers and to share this information to all of the 358 "Melishia Bansa" (1526303744)-2 00:43:57.068 --> 00:44:01.698 stakeholders and everybody that is involved and getting the 358 "Melishia Bansa" (1526303744)-3 00:44:01.698 --> 00:44:03.165 ready renew toolkit 359 "Melishia Bansa" (1526303744)-0 00:44:03.315 --> 00:44:06.573 and information out getting the messaging out. We still 359 "Melishia Bansa" (1526303744)-1 00:44:06.573 --> 00:44:08.145 appreciate you. And we say. 360 "Melishia Bansa" (1526303744)-0 00:44:08.170 --> 00:44:09.840 Thank you for your time. 361 "Melishia Bansa" (1526303744)-0 00:44:09.840 --> 00:44:13.230 That concludes our 2nd training. 362 "Melishia Bansa" (1526303744)-0 00:44:14.550 --> 00:44:27.600 Thank you.