WEBVTT

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Good morning and welcome to the
Illinois Department of

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Healthcare and Family Services
three-part webinar series

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training for the end of
continuous coverage requirement.

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My name is Sergio Obregon and I
serve as a special assistant to

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the director of HFS in the
division of eligibility.

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Please allow me to introduce,
introduce the two other voices

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you will be hearing today, my
colleagues, Margaret Dunne, who

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serves as a Medicaid program
analyst in our division of

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eligibility.

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And Melishia Bansa, who also
serves as a special assistant to

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the director of HFS.

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Before we get started, I'd like
to take a quick moment to thank

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my colleagues, both internally
to HFSS and externally, that

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helped put this together and
that also helped spread the word

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about this training.

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This truly demonstrates the
collective efforts we are all

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making.

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To keep people connected to
care.

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We know that together we can
make great strides in overcoming

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many of the barriers our
customers face when trying to

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access healthcare.

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We know that together we can
contribute to HFSS vision you

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see in front of you today.

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As displayed here, we know that
by working together, we improve

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lives.

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So let's begin.

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Let's start by reviewing our
goals and objectives for this

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three day training.

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Next slide, please.

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Goals we have set forth.

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And that we know we can execute
by working together are as

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follows.

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Number one, equip our partners
and providers with the necessary

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tools to help our customers. For
example, provide information on

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the multiple customer centered
redetermination, completion and

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submission opportunities.

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This includes.

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Opportunities for customers to
report changes, such as a change

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of address or help with
completing their

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redetermination.

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Creating space for customers to
ask questions about their

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redetermination.

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Or help a customer submit a
request to reinstate their case

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in the event their coverage
lapses and last connect

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ineligible customers to other
coverage options that exist.

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#2 assure that all all of our
providers and partners are

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sharing the same message as HFS
and our sister agency, the

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Department of Human Services or
also known as DHS.

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Uniformity and consistency is
key.

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Messages can travel far and wide
and we must make sure.

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We are one voice reaching
customers to keep them connected

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to care.

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And finally, by working on the
first two goals.

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We will hit goal #3.

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Minimize the number of eligible
customers who lose coverage.

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Thus contributing to the
continuity of coverage.

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For some of our most vulnerable
populations.

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Next slide.

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Here we have our agenda for the
next.

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45 minutes if you noticed in the
title of this specific days

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training introduction, the end
of continuous coverage.

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We will be covering and glazing
over the following.

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The end of the continuous
coverage requirement known as

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the CCR. Important dates and
timelines.

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Marketing and communication and
we will be having a brief

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introduction to manage my case.

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Now, some of this may be
redundant for you.

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And some of this may be new for
some of you.

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But still, everyone is aware
this material was put together

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in the spirit of uniformity and
consistency.

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I mentioned earlier, this is key
to aligning our collective

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efforts and collective voice to
ensure we are reaching everyone

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and anyone that has direct
connection to the Medicaid

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program.

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Next slide.

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Let's start with the quick
background and overview of the

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PhD and the continuous coverage
requirement.

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Next.

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The COVID-19 pH changed many
aspects of our daily lives.

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Through the declaration of the
Public Health Emergency, HFS has

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provided, or I'm sorry was
provided, the authority to

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implement numerous flexibilities
that touched nearly all aspects.

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Of our Medicaid operation and
program.

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From caseworker application
processing to policy and to

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communication with our
customers, everything was

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impacted.

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An area that was most
significantly impacted was that

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of continuous coverage or
continuous enrollment.

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The family's first coronavirus
act offered us enhanced federal

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matching enhanced funding in
exchange for US meeting a

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maintenance of effort
requirement.

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This requirement was known as
the continuous coverage

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requirement.

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This meant that all Medicaid
enrolled individuals would

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continuously be covered
throughout the entirety of the

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PHE, the public health
emergency.

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Next slide.

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As the public health emergency
extended, so did the continuous

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coverage requirement, although
this be the case most recently

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in the Consolidated
Appropriations Act of 2023 that

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was signed by President Biden
and December of last year.

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It amended the families first
Coronavirus Response Act to

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decouple or delink the Medicaid
continuous coverage requirement

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from the end of the public
health emergency.

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Meaning that the public health
emergency would end on will end

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on May 11th.

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This amendment.

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Pulled that out of that end date
and as a result.

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Now we will be ending and it has
ended on March 31st.

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Now other Medicaid flexibilities
remain tied to the end of the

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PHEV and we are working to
ensure that we maintain those in

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place.

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We also know that because of
this appropriations act, there

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will be a phase out of the
enhanced federal match rate

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authorized by the families first
Coronavirus Response Act.

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And as you saw in the slide
before these.

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Flexibilities will remain
intact, but what will be ending

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is the continuous coverage
requirement as I stated on March

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00:07:09.185 --> 00:07:09.589
31st.

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And now that we know that the
continuous coverage requirement

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is ending, this now means that
our Medicaid operation and

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resuming Medicaid
redeterminations.

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Will start on April 1st, 2023.

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On the slide before you, you
have here.

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You have here.

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Various federal flexibilities
that were submitted by HFS to

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CMS.

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In efforts to prepare for the
complex and significant volume

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of people looking for healthcare
in their time of need.

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The flexibilities you see listed
here will remain in place during

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the unwinding of the continuous
coverage requirement.

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00:07:57.240 --> 00:07:59.180
And the end through the end.

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00:07:59.850 --> 00:08:01.450
Of the public health emergency.

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00:08:03.150 --> 00:08:07.470
Keeping people connected to care
is a top priority for all of us.

22b4f090-83da-47ec-8baa-2eb6d73c97dd-0
00:08:08.390 --> 00:08:10.530
Who are watching today?

eb98a9e1-874c-49d5-97d9-28361b579a23-0
00:08:11.440 --> 00:08:14.725
As these flexibilities continue
through the unwinding. We are

eb98a9e1-874c-49d5-97d9-28361b579a23-1
00:08:14.725 --> 00:08:16.580
certain that they will
contribute.

f0f8fad8-a51f-4ead-9636-3eaaa5c209df-0
00:08:17.310 --> 00:08:21.390
To help eligible customers get
and stay covered.

6cffac6c-4cb1-4cd9-a299-41dcf7b2299c-0
00:08:23.430 --> 00:08:25.160
Let me run through some of these
flexibilities.

0064588a-cfee-4501-ac07-8c5c2f1a5a4d-0
00:08:26.050 --> 00:08:30.665
We incorporated the flexibility
of accepting attestation at the

0064588a-cfee-4501-ac07-8c5c2f1a5a4d-1
00:08:30.665 --> 00:08:34.847
time of application for the
following Illinois residency,

0064588a-cfee-4501-ac07-8c5c2f1a5a4d-2
00:08:34.847 --> 00:08:38.813
insured status, resources,
disability incurred medical

0064588a-cfee-4501-ac07-8c5c2f1a5a4d-3
00:08:38.813 --> 00:08:43.284
expenses and incurred medical
expenses to meet a spend on. By

0064588a-cfee-4501-ac07-8c5c2f1a5a4d-4
00:08:43.284 --> 00:08:47.034
allowing this, we simplify the
process for both our

0064588a-cfee-4501-ac07-8c5c2f1a5a4d-5
00:08:47.034 --> 00:08:47.900
caseworkers.

e4b1eae7-4508-48e5-8e2e-8b2b2cb0788b-0
00:08:50.270 --> 00:08:54.069
Thus contributing to customers
successfully gaining access to

e4b1eae7-4508-48e5-8e2e-8b2b2cb0788b-1
00:08:54.069 --> 00:08:56.950
healthcare during the public
health emergency.

a143b08d-1d14-4920-aadd-472d507122df-0
00:08:58.160 --> 00:09:01.945
The flexibility of delaying
action on changes affecting

a143b08d-1d14-4920-aadd-472d507122df-1
00:09:01.945 --> 00:09:05.258
eligibility until
redetermination was a critical

a143b08d-1d14-4920-aadd-472d507122df-2
00:09:05.258 --> 00:09:09.179
one because it allowed us to
incorporate what's called an

a143b08d-1d14-4920-aadd-472d507122df-3
00:09:09.179 --> 00:09:13.235
override in our integrated
eligibility system, which is our

a143b08d-1d14-4920-aadd-472d507122df-4
00:09:13.235 --> 00:09:16.210
system that our caseworkers use
to process.

19c26c6e-dbb6-4fa5-913f-13e25143764f-0
00:09:16.890 --> 00:09:19.180
Redeterminations and
applications.

af20310b-9984-4f5f-b5c9-1d5bb015cc7c-0
00:09:20.290 --> 00:09:24.743
This override would prevent
eligibility from ending due to

af20310b-9984-4f5f-b5c9-1d5bb015cc7c-1
00:09:24.743 --> 00:09:27.990
income, household and or
resource changes.

f200705f-657e-4c8d-805c-a279ab2dc992-0
00:09:28.770 --> 00:09:33.570
It allowed for eligibility to
remain intact if changes were

f200705f-657e-4c8d-805c-a279ab2dc992-1
00:09:33.570 --> 00:09:34.050
filed.

9f4482a2-f766-45d6-b110-d5fb749da470-0
00:09:36.200 --> 00:09:40.341
Or that were reported by the
customer. This means that the

9f4482a2-f766-45d6-b110-d5fb749da470-1
00:09:40.341 --> 00:09:44.834
state would not take an action
on a case until that purse. That

9f4482a2-f766-45d6-b110-d5fb749da470-2
00:09:44.834 --> 00:09:46.800
case was fully redetermined.

2d29757d-a9a5-4c0c-ab5a-0b8506149691-0
00:09:48.350 --> 00:09:51.912
The last two here, we also have
the flexibility of presumptive

2d29757d-a9a5-4c0c-ab5a-0b8506149691-1
00:09:51.912 --> 00:09:55.532
eligibility for Magi adults. The
launch of this flexibility now

2d29757d-a9a5-4c0c-ab5a-0b8506149691-2
00:09:55.532 --> 00:09:58.755
allowed for adults to receive
care while we were working

2d29757d-a9a5-4c0c-ab5a-0b8506149691-3
00:09:58.755 --> 00:10:02.092
through their case to determine
eligibility. Very critical

2d29757d-a9a5-4c0c-ab5a-0b8506149691-4
00:10:02.092 --> 00:10:04.920
moment in time for people
looking for healthcare.

bd15484b-b9db-4ca9-86ee-ff927af6369e-0
00:10:06.310 --> 00:10:09.790
And the last flexibility.
Flexibility listed on this on

bd15484b-b9db-4ca9-86ee-ff927af6369e-1
00:10:09.790 --> 00:10:13.456
the list here is more frequent
presumptive eligibility for

bd15484b-b9db-4ca9-86ee-ff927af6369e-2
00:10:13.456 --> 00:10:15.010
children and magi adults.

7ba2ac2a-ca27-4f18-a58b-6d9b2556da25-0
00:10:15.670 --> 00:10:17.340
Up to two times in the calendar
year.

16210fc7-c999-4931-ad62-eb930b892c73-0
00:10:18.040 --> 00:10:21.503
This was key for customers who
were rolling in and out of

16210fc7-c999-4931-ad62-eb930b892c73-1
00:10:21.503 --> 00:10:24.310
employment during the public
health emergency.

577278a6-35d5-48b0-9b65-e4d4297e82a9-0
00:10:25.420 --> 00:10:29.481
The pH taught us many things and
one of those was to expect the

577278a6-35d5-48b0-9b65-e4d4297e82a9-1
00:10:29.481 --> 00:10:33.415
unexpected. As the result of
these flexibilities, many of our

577278a6-35d5-48b0-9b65-e4d4297e82a9-2
00:10:33.415 --> 00:10:37.412
existing and new customers were
now able to expect Medicaid to

577278a6-35d5-48b0-9b65-e4d4297e82a9-3
00:10:37.412 --> 00:10:39.380
be there in their time of need.

387d3785-8699-4da8-9023-7a64343d8096-0
00:10:40.760 --> 00:10:44.152
With that said, I am not going
to turn it over to Margaret

387d3785-8699-4da8-9023-7a64343d8096-1
00:10:44.152 --> 00:10:47.545
Dunn, who will start by taking
us very important dates and

387d3785-8699-4da8-9023-7a64343d8096-2
00:10:47.545 --> 00:10:50.190
timelines. Margaret, I turned it
over to you.

1b456d6a-1488-4e1f-b012-86732efc06df-0
00:10:50.960 --> 00:10:53.789
Thank you, Sergio, and good
morning, everyone. Thanks for

1b456d6a-1488-4e1f-b012-86732efc06df-1
00:10:53.789 --> 00:10:54.960
joining us this morning.

e4b2fc3f-9ad4-4b0c-9c9d-378bd3566ee0-0
00:10:56.330 --> 00:11:01.133
So first of all, I wanted to
talk about the dates involved in

e4b2fc3f-9ad4-4b0c-9c9d-378bd3566ee0-1
00:11:01.133 --> 00:11:05.781
our redetermination process
going month by month. I'm first

e4b2fc3f-9ad4-4b0c-9c9d-378bd3566ee0-2
00:11:05.781 --> 00:11:10.042
going to cover three months
here, but please know that

e4b2fc3f-9ad4-4b0c-9c9d-378bd3566ee0-3
00:11:10.042 --> 00:11:15.078
redeterminations will be spread
over a 12 month period, not just

e4b2fc3f-9ad4-4b0c-9c9d-378bd3566ee0-4
00:11:15.078 --> 00:11:19.339
in these three months that are
shown on the screen. So

e4b2fc3f-9ad4-4b0c-9c9d-378bd3566ee0-5
00:11:19.339 --> 00:11:23.910
redeterminations will happen
from June 1st of 2023 through

e4b2fc3f-9ad4-4b0c-9c9d-378bd3566ee0-6
00:11:23.910 --> 00:11:25.150
May 1st of 2024.

b09a2f5c-825c-4eab-8c6e-06d1517fcc5e-0
00:11:26.870 --> 00:11:31.601
Now, for example, I'm going to
use this first line for

b09a2f5c-825c-4eab-8c6e-06d1517fcc5e-1
00:11:31.601 --> 00:11:36.505
individuals that's whose
coverage and June 30th of 2023,

b09a2f5c-825c-4eab-8c6e-06d1517fcc5e-2
00:11:36.505 --> 00:11:41.151
that's their current
certification. Those individuals

b09a2f5c-825c-4eab-8c6e-06d1517fcc5e-3
00:11:41.151 --> 00:11:46.313
can expect a redetermination
packet to be mailed to them by

b09a2f5c-825c-4eab-8c6e-06d1517fcc5e-4
00:11:46.313 --> 00:11:47.690
May 1st of 2023.

b8ddfb80-4070-44d9-8a29-8cb086d3a139-0
00:11:48.880 --> 00:11:53.045
The redetermination due date
that will be printed on the

b8ddfb80-4070-44d9-8a29-8cb086d3a139-1
00:11:53.045 --> 00:11:57.721
notice will be June 1st, giving
customers approximately a month

b8ddfb80-4070-44d9-8a29-8cb086d3a139-2
00:11:57.721 --> 00:12:01.229
to complete their
redetermination paperwork and

b8ddfb80-4070-44d9-8a29-8cb086d3a139-3
00:12:01.229 --> 00:12:01.960
submit it.

35c27238-4af8-4699-86d0-fd562dc49f8c-0
00:12:02.750 --> 00:12:06.923
We do have a little bit of a
grace period here because we

35c27238-4af8-4699-86d0-fd562dc49f8c-1
00:12:06.923 --> 00:12:11.456
will not close that case until
the 15th of the month. So we're

35c27238-4af8-4699-86d0-fd562dc49f8c-2
00:12:11.456 --> 00:12:15.917
giving a little bit of flex time
for customers to get that in

35c27238-4af8-4699-86d0-fd562dc49f8c-3
00:12:15.917 --> 00:12:20.449
before we close the case in our
integrated eligibility system.

12157ac4-7efc-41eb-bd13-245319d6ec7e-0
00:12:21.410 --> 00:12:26.247
If individuals do not get the
redetermination paperwork in by

12157ac4-7efc-41eb-bd13-245319d6ec7e-1
00:12:26.247 --> 00:12:26.950
the 15th.

103ea322-7962-43f7-aa95-f6a1c3f72b79-0
00:12:27.870 --> 00:12:33.930
Their first day of lost coverage
would be July 1st of 2023.

ea9d5da8-572b-407e-b582-1663af9c3081-0
00:12:34.780 --> 00:12:40.019
However, we do have a 90 day
reinstatement. What that means

ea9d5da8-572b-407e-b582-1663af9c3081-1
00:12:40.019 --> 00:12:44.910
for this group is that if they
get that redetermination

ea9d5da8-572b-407e-b582-1663af9c3081-2
00:12:44.910 --> 00:12:50.586
paperwork in by September 30th,
we will reinstate their coverage

ea9d5da8-572b-407e-b582-1663af9c3081-3
00:12:50.586 --> 00:12:56.176
and backdate it to the first day
of lost coverage so that there

ea9d5da8-572b-407e-b582-1663af9c3081-4
00:12:56.176 --> 00:13:00.630
actually is no gap in coverage
for the individual.

f3368c00-52f7-43d1-a3d8-c18e259e4897-0
00:13:01.720 --> 00:13:03.820
Going to the two following.

b7b06f87-d909-42aa-85dc-6f2aacffb1e2-0
00:13:04.920 --> 00:13:09.312
Rose you can see July and
August. They follow the same

b7b06f87-d909-42aa-85dc-6f2aacffb1e2-1
00:13:09.312 --> 00:13:14.103
timelines. The redetermination
paperwork will be mailed out

b7b06f87-d909-42aa-85dc-6f2aacffb1e2-2
00:13:14.103 --> 00:13:16.340
around the 1st of the month.

6d19de9e-ebf0-4b82-ae8d-3a344aeb59be-0
00:13:17.360 --> 00:13:21.496
The redetermination date will be
the first of the month of the

6d19de9e-ebf0-4b82-ae8d-3a344aeb59be-1
00:13:21.496 --> 00:13:25.568
following month, again giving
them about a month to complete.

6d19de9e-ebf0-4b82-ae8d-3a344aeb59be-2
00:13:25.568 --> 00:13:29.508
That that closure date will
happen the middle of the month,

6d19de9e-ebf0-4b82-ae8d-3a344aeb59be-3
00:13:29.508 --> 00:13:33.645
approximately the 15th. There
may be a few day difference from

6d19de9e-ebf0-4b82-ae8d-3a344aeb59be-4
00:13:33.645 --> 00:13:34.630
month to month.

322e7777-a648-4106-86f7-803b157d0272-0
00:13:35.370 --> 00:13:38.656
And again, the first day of lost
coverage will be the first of

322e7777-a648-4106-86f7-803b157d0272-1
00:13:38.656 --> 00:13:39.700
the following month.

714d394b-eae2-46e4-b046-b74af3740b06-0
00:13:40.410 --> 00:13:46.051
And we will always have that 90
day reinstatement period to give

714d394b-eae2-46e4-b046-b74af3740b06-1
00:13:46.051 --> 00:13:51.433
customers a chance to get that
paperwork in if it's not in by

714d394b-eae2-46e4-b046-b74af3740b06-2
00:13:51.433 --> 00:13:53.690
that 90 day reinstatement.

dfdf1891-f084-4e63-87ce-9d79db36253a-0
00:13:54.540 --> 00:13:58.928
The customer would then have to
complete a new application for

dfdf1891-f084-4e63-87ce-9d79db36253a-1
00:13:58.928 --> 00:14:02.620
coverage and go through the
entire approval process.

b5b03e07-dfed-45ed-81e3-71a94ca91763-0
00:14:05.080 --> 00:14:10.018
Now to review the key dates that
I just talked about, the end of

b5b03e07-dfed-45ed-81e3-71a94ca91763-1
00:14:10.018 --> 00:14:14.500
the certification. That's the
last day of coverage. If the

b5b03e07-dfed-45ed-81e3-71a94ca91763-2
00:14:14.500 --> 00:14:19.363
customer does not return their
redetermination paperwork by the

b5b03e07-dfed-45ed-81e3-71a94ca91763-3
00:14:19.363 --> 00:14:23.010
due date, so it is their current
certification.

64871509-a9d5-4ab7-8993-3c42e8a0849c-0
00:14:23.810 --> 00:14:25.390
That read e-mail date.

c2d346a9-c717-4276-9e7c-aa509e23ca7a-0
00:14:26.240 --> 00:14:29.013
Is the date that we will get
those redeterminations out to

c2d346a9-c717-4276-9e7c-aa509e23ca7a-1
00:14:29.013 --> 00:14:29.860
you, the customer.

1f809da6-cee2-4b7d-9c03-f4b3abf3e7a1-0
00:14:31.170 --> 00:14:35.909
The ready due date printed on a
notice is the date that we

1f809da6-cee2-4b7d-9c03-f4b3abf3e7a1-1
00:14:35.909 --> 00:14:41.130
expect customers to submit their
redetermination paperwork, that

1f809da6-cee2-4b7d-9c03-f4b3abf3e7a1-2
00:14:41.130 --> 00:14:43.459
case closure date, as I said.

f9a6c252-c609-4d46-899d-258c6447b952-0
00:14:44.230 --> 00:14:48.360
Middle of the month, and that's
the date that the customer's

f9a6c252-c609-4d46-899d-258c6447b952-1
00:14:48.360 --> 00:14:52.694
case will close in our system if
we don't receive the paperwork

f9a6c252-c609-4d46-899d-258c6447b952-2
00:14:52.694 --> 00:14:57.096
by that date, and the first date
of lost coverage will be in the

f9a6c252-c609-4d46-899d-258c6447b952-3
00:14:57.096 --> 00:14:58.179
following month.

d72228b8-5974-49b7-a033-0ac07271588a-0
00:14:59.440 --> 00:15:03.440
And the last date to return the
redetermination.

beaf24a4-d184-4a05-82ea-5c3a0967ddc9-0
00:15:04.200 --> 00:15:09.142
And still get reinstated is that
last date that 90 day

beaf24a4-d184-4a05-82ea-5c3a0967ddc9-1
00:15:09.142 --> 00:15:10.400
reinstatement.

77e1b0fd-c038-4589-89ad-1ee8d1c18def-0
00:15:11.760 --> 00:15:16.310
So that the customer can have
retroactive coverage back to the

77e1b0fd-c038-4589-89ad-1ee8d1c18def-1
00:15:16.310 --> 00:15:18.260
first day of lost coverage.

3597231a-5956-4c13-9d26-41802e19f913-0
00:15:20.930 --> 00:15:24.828
Now I'm going to review the
dates that will show in the

3597231a-5956-4c13-9d26-41802e19f913-1
00:15:24.828 --> 00:15:29.144
notices sent out to customers.
We have two forms that will be

3597231a-5956-4c13-9d26-41802e19f913-2
00:15:29.144 --> 00:15:31.650
sent out. The form a ex parte
form.

57d86271-88d7-4acd-86c5-da97827ebbba-0
00:15:32.750 --> 00:15:36.632
This form does not require
action on the part of the

57d86271-88d7-4acd-86c5-da97827ebbba-1
00:15:36.632 --> 00:15:41.247
customer unless information has
changed, but I wanted to point

57d86271-88d7-4acd-86c5-da97827ebbba-2
00:15:41.247 --> 00:15:45.350
out here the dates on this form
you can see at the top.

868ae97b-28e0-4f20-a7e7-6b1bdd87ac9b-0
00:15:46.530 --> 00:15:50.571
August 1st of 2019. That is the
day that the notice is sent out.

868ae97b-28e0-4f20-a7e7-6b1bdd87ac9b-1
00:15:50.571 --> 00:15:53.370
The customer would get it within
a few days.

cbf679d8-467e-4343-94c8-c0df7ce2f554-0
00:15:54.150 --> 00:15:59.146
And you can see in the middle of
the page, September 30th, that's

cbf679d8-467e-4343-94c8-c0df7ce2f554-1
00:15:59.146 --> 00:16:02.931
the end of their current
certification. Their new

cbf679d8-467e-4343-94c8-c0df7ce2f554-2
00:16:02.931 --> 00:16:07.018
certification. Will start on
October 1st. So for this

cbf679d8-467e-4343-94c8-c0df7ce2f554-3
00:16:07.018 --> 00:16:08.760
particular group, this.

af0a6b5e-c6c9-438e-8cdd-115c59675f25-0
00:16:09.510 --> 00:16:11.720
Ex parte form a group.

064e533a-1736-4780-8129-0eb05530de06-0
00:16:12.630 --> 00:16:16.553
Their coverage will be ongoing
without them having to do

064e533a-1736-4780-8129-0eb05530de06-1
00:16:16.553 --> 00:16:20.682
anything unless information has
changed, but again, our key

064e533a-1736-4780-8129-0eb05530de06-2
00:16:20.682 --> 00:16:23.779
dates are first of the month for
the notice.

82cb5cd0-8de5-42fd-8657-c04cf43dcaf5-0
00:16:24.680 --> 00:16:28.141
The 30th is the end of the
coverage. And then ongoing

82cb5cd0-8de5-42fd-8657-c04cf43dcaf5-1
00:16:28.141 --> 00:16:32.180
coverage would be the following
month on the 1st of the month.

b435faac-9996-4f67-8b78-afb1d4b82c2f-0
00:16:34.210 --> 00:16:38.443
Here's an example of the form B.
The form B is something that

b435faac-9996-4f67-8b78-afb1d4b82c2f-1
00:16:38.443 --> 00:16:42.471
goes out to customers where they
will have to complete the

b435faac-9996-4f67-8b78-afb1d4b82c2f-2
00:16:42.471 --> 00:16:44.930
information and send it back to
us.

1715ba24-02a1-4fff-851f-96b6b9fac9f2-0
00:16:45.740 --> 00:16:49.980
And you can see in the screen on
the left we do list.

0cf69883-8880-41a3-94b5-dac62e25b74a-0
00:16:51.240 --> 00:16:56.412
The end of their current period.
So for this individual, the end

0cf69883-8880-41a3-94b5-dac62e25b74a-1
00:16:56.412 --> 00:17:00.550
of their current period would be
June 30th of 2023.

2326691b-e0cd-4038-b778-b0cee7ca5811-0
00:17:01.280 --> 00:17:05.431
When the redetermination
paperwork goes out to them, they

2326691b-e0cd-4038-b778-b0cee7ca5811-1
00:17:05.431 --> 00:17:09.725
will have to review that and
correct any information that's

2326691b-e0cd-4038-b778-b0cee7ca5811-2
00:17:09.725 --> 00:17:14.235
wrong as well as add information
that might be missing. On the

2326691b-e0cd-4038-b778-b0cee7ca5811-3
00:17:14.235 --> 00:17:18.601
screen on the right, you can see
that we've got that date we

2326691b-e0cd-4038-b778-b0cee7ca5811-4
00:17:18.601 --> 00:17:23.110
talked about that June 1st of
2023, again the 1st of the month

2326691b-e0cd-4038-b778-b0cee7ca5811-5
00:17:23.110 --> 00:17:27.762
when we will expect the customer
to return their redetermination

2326691b-e0cd-4038-b778-b0cee7ca5811-6
00:17:27.762 --> 00:17:32.057
paperwork by whether it's the
paper form that's going to be

2326691b-e0cd-4038-b778-b0cee7ca5811-7
00:17:32.057 --> 00:17:32.630
sent in.

1ca2bae4-fdb5-426a-a1e3-0258ee60b52e-0
00:17:32.940 --> 00:17:37.658
Or whether it is electronically
through manage my case, we need

1ca2bae4-fdb5-426a-a1e3-0258ee60b52e-1
00:17:37.658 --> 00:17:41.050
to see that response by the 1st
of the month.

28e74d67-45fa-4133-86bc-5ce5b84662bc-0
00:17:44.270 --> 00:17:47.798
OK. Now I am going to turn it
over to my colleague, Malisha

28e74d67-45fa-4133-86bc-5ce5b84662bc-1
00:17:47.798 --> 00:17:50.680
Banza to talk about marketing
and communication.

f2f4745b-d4ed-42f0-b607-8c7468797ede-0
00:17:52.290 --> 00:17:56.506
Thank you so much, Margaret. I
appreciate that. I'm just going

f2f4745b-d4ed-42f0-b607-8c7468797ede-1
00:17:56.506 --> 00:18:00.722
to get right into it. So HFS has
done a lot of work to develop

f2f4745b-d4ed-42f0-b607-8c7468797ede-2
00:18:00.722 --> 00:18:04.136
key messaging and temple
communications to prepare

f2f4745b-d4ed-42f0-b607-8c7468797ede-3
00:18:04.136 --> 00:18:07.951
stakeholders and customers for
the end of the continuous

f2f4745b-d4ed-42f0-b607-8c7468797ede-4
00:18:07.951 --> 00:18:12.167
coverage. You may recall that
our phase one efforts focused on

f2f4745b-d4ed-42f0-b607-8c7468797ede-5
00:18:12.167 --> 00:18:16.518
the importance of reminding and
assisting our Medicaid customers

f2f4745b-d4ed-42f0-b607-8c7468797ede-6
00:18:16.518 --> 00:18:20.667
with getting their addresses
updated. We have now expanded to

f2f4745b-d4ed-42f0-b607-8c7468797ede-7
00:18:20.667 --> 00:18:22.139
include our phase two.

0a18a1f8-dc89-4572-865e-74589e014b1f-0
00:18:22.230 --> 00:18:26.425
Communication efforts with a
tagline that is very simple,

0a18a1f8-dc89-4572-865e-74589e014b1f-1
00:18:26.425 --> 00:18:27.510
ready to renew.

b256ec53-64de-41aa-9008-d324ed1fb7ed-0
00:18:28.580 --> 00:18:32.978
To support our stakeholders, we
have provided everyone access to

b256ec53-64de-41aa-9008-d324ed1fb7ed-1
00:18:32.978 --> 00:18:36.835
our Illinois Medicaid Renewal
Information Center that is

b256ec53-64de-41aa-9008-d324ed1fb7ed-2
00:18:36.835 --> 00:18:40.692
completely stocked with
resources to support and amplify

b256ec53-64de-41aa-9008-d324ed1fb7ed-3
00:18:40.692 --> 00:18:44.752
the message of the ready to
renew campaign for our Medicaid

b256ec53-64de-41aa-9008-d324ed1fb7ed-4
00:18:44.752 --> 00:18:46.850
customers and key stakeholders.

3b876e0f-1aa9-4687-909d-db5cb0f8d708-0
00:18:47.490 --> 00:18:51.619
The resources in our Information
Center provide a brief summary

3b876e0f-1aa9-4687-909d-db5cb0f8d708-1
00:18:51.619 --> 00:18:55.232
and justification behind the
resumption of the Medicaid

3b876e0f-1aa9-4687-909d-db5cb0f8d708-2
00:18:55.232 --> 00:18:59.233
renewal process and its impact
on the unwinding of the public

3b876e0f-1aa9-4687-909d-db5cb0f8d708-3
00:18:59.233 --> 00:19:00.329
health emergency.

8285283e-a35e-472c-bed2-282a5128161c-0
00:19:01.380 --> 00:19:06.017
Within our Information Center,
you will easily see resources

8285283e-a35e-472c-bed2-282a5128161c-1
00:19:06.017 --> 00:19:10.199
such as the ready to renew
messaging toolkit. For your

8285283e-a35e-472c-bed2-282a5128161c-2
00:19:10.199 --> 00:19:14.989
convenience, you will find that
the toolkit provides templates

8285283e-a35e-472c-bed2-282a5128161c-3
00:19:14.989 --> 00:19:19.627
for e-mail, text messages, IVR,
Flyers, Tom Cars, and social

8285283e-a35e-472c-bed2-282a5128161c-4
00:19:19.627 --> 00:19:20.540
media posts.

63762571-69ef-4057-87bf-9510be0a4924-0
00:19:21.180 --> 00:19:25.378
These have been prepared for you
to utilize for your own tailored

63762571-69ef-4057-87bf-9510be0a4924-1
00:19:25.378 --> 00:19:28.050
outreach message to our shared
customers.

55a92e5e-dd8c-4383-a7d6-ec4c97c6cbaa-0
00:19:28.890 --> 00:19:32.110
So whether you are at an
upcoming face to face community

55a92e5e-dd8c-4383-a7d6-ec4c97c6cbaa-1
00:19:32.110 --> 00:19:35.500
event or on the phone providing
a customer with information

55a92e5e-dd8c-4383-a7d6-ec4c97c6cbaa-2
00:19:35.500 --> 00:19:38.890
regarding the ready to renew
step, or perhaps just blasting

55a92e5e-dd8c-4383-a7d6-ec4c97c6cbaa-3
00:19:38.890 --> 00:19:42.507
out text and e-mail reminders to
customers and key stakeholders

55a92e5e-dd8c-4383-a7d6-ec4c97c6cbaa-4
00:19:42.507 --> 00:19:45.784
or scheduling posts across your
organization social media

55a92e5e-dd8c-4383-a7d6-ec4c97c6cbaa-5
00:19:45.784 --> 00:19:49.230
platform, we've got something in
the toolkit for all of your

55a92e5e-dd8c-4383-a7d6-ec4c97c6cbaa-6
00:19:49.230 --> 00:19:49.570
needs.

ce4d367d-ecda-4af5-ae13-cf678045961c-0
00:19:50.870 --> 00:19:54.867
Also, because we recognize that
there are a lot of nuances to

ce4d367d-ecda-4af5-ae13-cf678045961c-1
00:19:54.867 --> 00:19:58.928
the redetermination process we
have developed and provided for

ce4d367d-ecda-4af5-ae13-cf678045961c-2
00:19:58.928 --> 00:20:02.152
you are ready to renew
frequently asked questions

ce4d367d-ecda-4af5-ae13-cf678045961c-3
00:20:02.152 --> 00:20:06.149
resource. This FAQ consists of
tons of information to address

ce4d367d-ecda-4af5-ae13-cf678045961c-4
00:20:06.149 --> 00:20:10.146
your questions to increase your
awareness and to empower you,

ce4d367d-ecda-4af5-ae13-cf678045961c-5
00:20:10.146 --> 00:20:13.950
your organization and our
customers through the process of

ce4d367d-ecda-4af5-ae13-cf678045961c-6
00:20:13.950 --> 00:20:17.560
getting ready to renew. In
addition to the FAQ, we have

ce4d367d-ecda-4af5-ae13-cf678045961c-7
00:20:17.560 --> 00:20:20.720
also provided you with some
other helpful tools.

52277650-dc8e-4bcf-b633-e04de08294eb-0
00:20:20.840 --> 00:20:24.507
Such as understanding the
renewal process, which will

52277650-dc8e-4bcf-b633-e04de08294eb-1
00:20:24.507 --> 00:20:28.854
serve as a resource to provide
you with a quick overview of how

52277650-dc8e-4bcf-b633-e04de08294eb-2
00:20:28.854 --> 00:20:33.270
renewals work as well as our pH
unwinding operation plan for the

52277650-dc8e-4bcf-b633-e04de08294eb-3
00:20:33.270 --> 00:20:37.752
end of the federal Public health
emergency. More to come on that.

52277650-dc8e-4bcf-b633-e04de08294eb-4
00:20:37.752 --> 00:20:41.896
And then lastly, but just as
important, our tool to report a

52277650-dc8e-4bcf-b633-e04de08294eb-5
00:20:41.896 --> 00:20:46.107
Medicaid change of address form
the quickest way for Medicaid

52277650-dc8e-4bcf-b633-e04de08294eb-6
00:20:46.107 --> 00:20:49.300
customers to update their
addresses with them.

d7be26cd-4f9b-492d-894a-0fe30307e6ff-0
00:20:51.410 --> 00:20:55.486
In our Information Center, our
Medicaid customers can also

d7be26cd-4f9b-492d-894a-0fe30307e6ff-1
00:20:55.486 --> 00:20:59.563
click on manage my case and
eight illinois.com and utilize

d7be26cd-4f9b-492d-894a-0fe30307e6ff-2
00:20:59.563 --> 00:21:03.986
it to verify their address under
contact us, find their renewal

d7be26cd-4f9b-492d-894a-0fe30307e6ff-3
00:21:03.986 --> 00:21:08.201
due date under benefit detail
and most importantly, they can

d7be26cd-4f9b-492d-894a-0fe30307e6ff-4
00:21:08.201 --> 00:21:12.416
complete their renewal when
their renewal is due. Next slide

d7be26cd-4f9b-492d-894a-0fe30307e6ff-5
00:21:12.416 --> 00:21:12.899
please.

1f215f2a-9231-4214-b31e-6801ee0f676a-0
00:21:17.330 --> 00:21:21.271
We will contain a amplify our
very clear message to our

1f215f2a-9231-4214-b31e-6801ee0f676a-1
00:21:21.271 --> 00:21:25.494
audiences through our customers.
Our main message is simple

1f215f2a-9231-4214-b31e-6801ee0f676a-2
00:21:25.494 --> 00:21:29.577
verify your address, find your
due date, check your mail,

1f215f2a-9231-4214-b31e-6801ee0f676a-3
00:21:29.577 --> 00:21:33.800
complete your renewal, connect
for coverage so our external

1f215f2a-9231-4214-b31e-6801ee0f676a-4
00:21:33.800 --> 00:21:37.530
stakeholders, which consists
largely of managed care

1f215f2a-9231-4214-b31e-6801ee0f676a-5
00:21:37.530 --> 00:21:41.753
organization providers, state
agencies, application agents,

1f215f2a-9231-4214-b31e-6801ee0f676a-6
00:21:41.753 --> 00:21:45.976
schools, churches, food banks,
elected officials, community

1f215f2a-9231-4214-b31e-6801ee0f676a-7
00:21:45.976 --> 00:21:46.539
leaders.

fe8de85b-f752-4d5a-841c-724b4c48b94b-0
00:21:47.070 --> 00:21:50.989
The message is also simple but
impactful. Health Medicaid

fe8de85b-f752-4d5a-841c-724b4c48b94b-1
00:21:50.989 --> 00:21:55.043
customers get ready to renew,
use our outreach material and

fe8de85b-f752-4d5a-841c-724b4c48b94b-2
00:21:55.043 --> 00:21:59.299
messaging to talk to Medicaid
customers about redetermination.

897b766e-6758-4904-9af0-c7c0e939839b-0
00:22:00.170 --> 00:22:01.060
Next slide, please.

7b547624-7598-498c-8cc2-601f6849a048-0
00:22:05.180 --> 00:22:09.343
So now that we have talked about
audiences that will be receiving

7b547624-7598-498c-8cc2-601f6849a048-1
00:22:09.343 --> 00:22:13.380
communication and messaging, we
want to also talk about some of

7b547624-7598-498c-8cc2-601f6849a048-2
00:22:13.380 --> 00:22:17.039
the text messaging communication
that will be sent out in

7b547624-7598-498c-8cc2-601f6849a048-3
00:22:17.039 --> 00:22:20.824
partnership with our managed
care plan. As you can see here

7b547624-7598-498c-8cc2-601f6849a048-4
00:22:20.824 --> 00:22:24.798
on the screen, we have provided
you with an example of our NCO

7b547624-7598-498c-8cc2-601f6849a048-5
00:22:24.798 --> 00:22:28.835
text messaging schedule. Here we
have provided you with insight

7b547624-7598-498c-8cc2-601f6849a048-6
00:22:28.835 --> 00:22:32.999
into our very detailed algorithm
that is scheduled to deploy text

7b547624-7598-498c-8cc2-601f6849a048-7
00:22:32.999 --> 00:22:35.269
messages to our Medicaid
customers.

dafe9f6f-a519-4dc5-a3bb-e69cdadb2131-0
00:22:35.360 --> 00:22:39.680
That are enrolled in managed
care plan, the goal is simple.

dafe9f6f-a519-4dc5-a3bb-e69cdadb2131-1
00:22:39.680 --> 00:22:44.144
We want to do everything we can
to remind our customers about

dafe9f6f-a519-4dc5-a3bb-e69cdadb2131-2
00:22:44.144 --> 00:22:48.824
their ready due date because we
want to be as timely as possible

dafe9f6f-a519-4dc5-a3bb-e69cdadb2131-3
00:22:48.824 --> 00:22:52.712
and making sure that the
Medicaid customers know that

dafe9f6f-a519-4dc5-a3bb-e69cdadb2131-4
00:22:52.712 --> 00:22:54.080
they have to renew.

00466291-f73a-4445-931c-5ba8f0f5dc36-0
00:22:54.770 --> 00:22:59.606
These text messages will be sent
out at 7560 and 37 days prior to

00466291-f73a-4445-931c-5ba8f0f5dc36-1
00:22:59.606 --> 00:23:03.783
the reading due date of the
customer. In addition to the

00466291-f73a-4445-931c-5ba8f0f5dc36-2
00:23:03.783 --> 00:23:08.179
other reminder messages that
customers would receive. There

00466291-f73a-4445-931c-5ba8f0f5dc36-3
00:23:08.179 --> 00:23:12.796
will be a 25 day message sent
out as well prior to the reading

00466291-f73a-4445-931c-5ba8f0f5dc36-4
00:23:12.796 --> 00:23:17.485
due date of the customer. And in
addition to that, when that 25

00466291-f73a-4445-931c-5ba8f0f5dc36-5
00:23:17.485 --> 00:23:21.882
day message is sent out, there
will also be another helpful

00466291-f73a-4445-931c-5ba8f0f5dc36-6
00:23:21.882 --> 00:23:24.959
reminder feature called a
renewal button.

a8c56aae-8826-4e2e-b839-8d9942240c2f-0
00:23:25.070 --> 00:23:28.897
That will be visible to
customers and the 8th manage my

a8c56aae-8826-4e2e-b839-8d9942240c2f-1
00:23:28.897 --> 00:23:33.135
case portal and the even after
that messages will continue to

a8c56aae-8826-4e2e-b839-8d9942240c2f-2
00:23:33.135 --> 00:23:37.100
be deployed to remind our
customers even at three days if

a8c56aae-8826-4e2e-b839-8d9942240c2f-3
00:23:37.100 --> 00:23:41.064
they're really has not been
submitted. Other messages the

a8c56aae-8826-4e2e-b839-8d9942240c2f-4
00:23:41.064 --> 00:23:45.507
customer could receive would be
after their closure due to a non

a8c56aae-8826-4e2e-b839-8d9942240c2f-5
00:23:45.507 --> 00:23:49.813
response and or after closure
due to ineligibility. There will

a8c56aae-8826-4e2e-b839-8d9942240c2f-6
00:23:49.813 --> 00:23:53.778
of course be information
provided with some next steps on

a8c56aae-8826-4e2e-b839-8d9942240c2f-7
00:23:53.778 --> 00:23:54.940
what they can do.

e7773554-a9c9-4a04-acd5-451987fa7d3d-0
00:23:55.070 --> 00:24:00.328
Regarding obtaining coverage,
viareapplyingthrough8.illinois.gov

e7773554-a9c9-4a04-acd5-451987fa7d3d-1
00:24:00.328 --> 00:24:02.270
or get covered Illinois.

7ee5905b-5486-4c77-90f0-4bb0630c8d6e-0
00:24:03.430 --> 00:24:04.240
Next slide, please.

adaa8364-128e-47a3-8b61-f158f62b9998-0
00:24:08.340 --> 00:24:12.501
This slide explains our state
text deployment schedule from

adaa8364-128e-47a3-8b61-f158f62b9998-1
00:24:12.501 --> 00:24:16.384
two weeks before customers
reading due date down to the

adaa8364-128e-47a3-8b61-f158f62b9998-2
00:24:16.384 --> 00:24:17.980
third day of the month.

7bdfe4e2-389e-41a1-a9e7-f5a3f45e4129-0
00:24:18.830 --> 00:24:23.377
Pass the the pass through
notification. It's very critical

7bdfe4e2-389e-41a1-a9e7-f5a3f45e4129-1
00:24:23.377 --> 00:24:28.464
to understand that this level of
communication is for anyone that

7bdfe4e2-389e-41a1-a9e7-f5a3f45e4129-2
00:24:28.464 --> 00:24:33.011
has opted in and has told HF or
DHS that yes, they want to

7bdfe4e2-389e-41a1-a9e7-f5a3f45e4129-3
00:24:33.011 --> 00:24:37.712
receive phone calls, which is a
given, but more specifically

7bdfe4e2-389e-41a1-a9e7-f5a3f45e4129-4
00:24:37.712 --> 00:24:42.337
that they want to receive text
messages from the state as a

7bdfe4e2-389e-41a1-a9e7-f5a3f45e4129-5
00:24:42.337 --> 00:24:47.038
stakeholder. Another great role
you can play is to encourage

7bdfe4e2-389e-41a1-a9e7-f5a3f45e4129-6
00:24:47.038 --> 00:24:48.580
customers that have.

a30679ab-52da-43de-bf5d-517a9b884b56-0
00:24:48.750 --> 00:24:53.431
Already acquired manage my case
account or in the process of

a30679ab-52da-43de-bf5d-517a9b884b56-1
00:24:53.431 --> 00:24:58.420
creating management case account
to opt in to receive electronic

a30679ab-52da-43de-bf5d-517a9b884b56-2
00:24:58.420 --> 00:25:02.872
communication that includes
text, e-mail and phone calls.

a30679ab-52da-43de-bf5d-517a9b884b56-3
00:25:02.872 --> 00:25:06.940
Thank you so much, Margaret.
Back to you and Sergio.

4334bc83-61d6-4f28-a020-fbad0ffd2523-0
00:25:19.020 --> 00:25:23.217
OK, great. So now we're going to
turn it over to and have a quick

4334bc83-61d6-4f28-a020-fbad0ffd2523-1
00:25:23.217 --> 00:25:27.224
introduction for manage my case.
Margaret, I I turn it over to

4334bc83-61d6-4f28-a020-fbad0ffd2523-2
00:25:27.224 --> 00:25:30.150
you once again. Thank you,
Sergio and Alicia.

b9e14820-ea15-4ada-8410-0f71f23b6241-0
00:25:31.370 --> 00:25:35.415
So I will be talking about
manage my case. It is just a

b9e14820-ea15-4ada-8410-0f71f23b6241-1
00:25:35.415 --> 00:25:39.821
brief introduction. We'll be
talking about it throughout our

b9e14820-ea15-4ada-8410-0f71f23b6241-2
00:25:39.821 --> 00:25:43.433
series. But today we want to
introduce you to the

b9e14820-ea15-4ada-8410-0f71f23b6241-3
00:25:43.433 --> 00:25:47.695
functionality in manage my case.
There is quite a bit that

b9e14820-ea15-4ada-8410-0f71f23b6241-4
00:25:47.695 --> 00:25:52.318
customers can do through manage
my case. We like to call it the

b9e14820-ea15-4ada-8410-0f71f23b6241-5
00:25:52.318 --> 00:25:56.075
three C's. First of all,
customers need to create a

b9e14820-ea15-4ada-8410-0f71f23b6241-6
00:25:56.075 --> 00:26:00.626
login. That login process will
be creating a password and user

b9e14820-ea15-4ada-8410-0f71f23b6241-7
00:26:00.626 --> 00:26:02.360
ID linking that account.

892209cf-19c8-4b23-9bc7-6c8d828d8fb2-0
00:26:02.460 --> 00:26:06.808
And then finally going through
the ID proofing process, the

892209cf-19c8-4b23-9bc7-6c8d828d8fb2-1
00:26:06.808 --> 00:26:11.519
second seat is check. Customers
can check for their renewal date

892209cf-19c8-4b23-9bc7-6c8d828d8fb2-2
00:26:11.519 --> 00:26:15.868
and manage my case. They can
check for notices from HHS and

892209cf-19c8-4b23-9bc7-6c8d828d8fb2-3
00:26:15.868 --> 00:26:20.579
DHS and they can also check for
upcoming appointments as well as

892209cf-19c8-4b23-9bc7-6c8d828d8fb2-4
00:26:20.579 --> 00:26:23.841
being able to request a
rescheduling of that

892209cf-19c8-4b23-9bc7-6c8d828d8fb2-5
00:26:23.841 --> 00:26:27.319
appointment. Finally, the third
seat is change.

b0759c32-0c01-4b35-bbbf-b5f8044d30b0-0
00:26:28.240 --> 00:26:32.311
Customers can change their
address and manage my case. They

b0759c32-0c01-4b35-bbbf-b5f8044d30b0-1
00:26:32.311 --> 00:26:36.179
can change their income. They
can change who is in their

b0759c32-0c01-4b35-bbbf-b5f8044d30b0-2
00:26:36.179 --> 00:26:40.250
household, either adding or
taking away a household member.

b0759c32-0c01-4b35-bbbf-b5f8044d30b0-3
00:26:40.250 --> 00:26:44.457
They can also report expenses,
upload documents, and finally,

b0759c32-0c01-4b35-bbbf-b5f8044d30b0-4
00:26:44.457 --> 00:26:48.597
the most important and one of
the easiest ways for customers

b0759c32-0c01-4b35-bbbf-b5f8044d30b0-5
00:26:48.597 --> 00:26:51.990
to submit redeterminations, also
called renewals.

bd044c92-b5f2-4bcf-bbcf-b8c206fefc25-0
00:26:53.020 --> 00:26:57.735
Using manage my case allows
customers to make fewer visits

bd044c92-b5f2-4bcf-bbcf-b8c206fefc25-1
00:26:57.735 --> 00:27:02.691
to their local office. It allows
them to stay informed on the

bd044c92-b5f2-4bcf-bbcf-b8c206fefc25-2
00:27:02.691 --> 00:27:04.690
status of their benefits.

72d7b478-d7ef-4457-a88f-d05e252a0a13-0
00:27:05.680 --> 00:27:09.734
And also to manage their case
information, there won't be any

72d7b478-d7ef-4457-a88f-d05e252a0a13-1
00:27:09.734 --> 00:27:12.220
worrying about when they're
ready is.

ab25d6e5-9750-499e-a1e2-e59192bbdfe8-0
00:27:13.170 --> 00:27:16.566
Worrying that they missed a
notice. They can always go to

ab25d6e5-9750-499e-a1e2-e59192bbdfe8-1
00:27:16.566 --> 00:27:20.255
manage my case and check that
information. I'd like to call it

ab25d6e5-9750-499e-a1e2-e59192bbdfe8-2
00:27:20.255 --> 00:27:21.720
the my chart of Medicaid.

f9838299-a5c8-41c3-9c62-4cee24cadc38-0
00:27:23.700 --> 00:27:28.121
We also do urge all agencies
that have customer contact and

f9838299-a5c8-41c3-9c62-4cee24cadc38-1
00:27:28.121 --> 00:27:32.394
the resources available to
assist customers in setting up

f9838299-a5c8-41c3-9c62-4cee24cadc38-2
00:27:32.394 --> 00:27:37.258
management case accounts so that
they can go through this process

f9838299-a5c8-41c3-9c62-4cee24cadc38-3
00:27:37.258 --> 00:27:42.121
and submit their information and
their renewals through manage my

f9838299-a5c8-41c3-9c62-4cee24cadc38-4
00:27:42.121 --> 00:27:42.490
case.

ced78ed2-e7a4-415e-b73d-9dc535d22b27-0
00:27:43.750 --> 00:27:48.505
Here's the front screen of Abe
abe.illinois.gov this is where

ced78ed2-e7a4-415e-b73d-9dc535d22b27-1
00:27:48.505 --> 00:27:52.646
customers can submit
applications, but also using the

ced78ed2-e7a4-415e-b73d-9dc535d22b27-2
00:27:52.646 --> 00:27:57.248
green button in the middle of
the page manage my case. They

ced78ed2-e7a4-415e-b73d-9dc535d22b27-3
00:27:57.248 --> 00:28:01.236
can click into that and log into
the manage my case

ced78ed2-e7a4-415e-b73d-9dc535d22b27-4
00:28:01.236 --> 00:28:02.310
functionality.

3c26ca0d-b0e3-44bb-bbb8-4e266c4715b5-0
00:28:03.340 --> 00:28:07.214
Customers may already have a
user ID and password if they

3c26ca0d-b0e3-44bb-bbb8-4e266c4715b5-1
00:28:07.214 --> 00:28:09.620
submitted an application through
a.

10221c8e-aa54-4c22-a9e7-bd293aae00cb-0
00:28:10.320 --> 00:28:13.678
If they didn't submit an
application or they don't have

10221c8e-aa54-4c22-a9e7-bd293aae00cb-1
00:28:13.678 --> 00:28:17.217
their user ID and password,
they've forgotten them. That's

10221c8e-aa54-4c22-a9e7-bd293aae00cb-2
00:28:17.217 --> 00:28:20.995
not a problem. They would simply
click on that, manage my case

10221c8e-aa54-4c22-a9e7-bd293aae00cb-3
00:28:20.995 --> 00:28:24.413
button. This screen on the
bottom would come up and they

10221c8e-aa54-4c22-a9e7-bd293aae00cb-4
00:28:24.413 --> 00:28:28.012
would click on the blue words,
create a new Abe user ID and

10221c8e-aa54-4c22-a9e7-bd293aae00cb-5
00:28:28.012 --> 00:28:31.670
password. They'd go through that
process and as I said, they

10221c8e-aa54-4c22-a9e7-bd293aae00cb-6
00:28:31.670 --> 00:28:33.470
would then link their account.

07d488b5-49dd-4cb1-907f-4523f3e1bac8-0
00:28:34.160 --> 00:28:38.590
To the information on their case
and then finally they would go

07d488b5-49dd-4cb1-907f-4523f3e1bac8-1
00:28:38.590 --> 00:28:42.743
through the identity proofing
process. We do have a new and

07d488b5-49dd-4cb1-907f-4523f3e1bac8-2
00:28:42.743 --> 00:28:46.827
great process for identity
proofing using the Secretary of

07d488b5-49dd-4cb1-907f-4523f3e1bac8-3
00:28:46.827 --> 00:28:50.842
State. It has definitely
improved the process and we have

07d488b5-49dd-4cb1-907f-4523f3e1bac8-4
00:28:50.842 --> 00:28:54.788
seen declining numbers of
individuals needing needing to

07d488b5-49dd-4cb1-907f-4523f3e1bac8-5
00:28:54.788 --> 00:28:57.350
go through manual identity
proofing.

41c50308-5b47-4e33-a20a-9ffa7224d40a-0
00:28:59.830 --> 00:29:04.769
Once customers go through that
entire process, they would go to

41c50308-5b47-4e33-a20a-9ffa7224d40a-1
00:29:04.769 --> 00:29:09.478
this page, the case summary
landing page for manage my case.

41c50308-5b47-4e33-a20a-9ffa7224d40a-2
00:29:09.478 --> 00:29:14.572
This is the second see the check
and there's a lot of great links

41c50308-5b47-4e33-a20a-9ffa7224d40a-3
00:29:14.572 --> 00:29:19.048
on this page. There's the
renewed benefits link, and that

41c50308-5b47-4e33-a20a-9ffa7224d40a-4
00:29:19.048 --> 00:29:23.680
appears only 30 days prior to
the redetermination due date.

1a1bb4a2-c0e5-49ab-a0da-6a4d040fe874-0
00:29:24.570 --> 00:29:27.839
There's a report might changes
button where they would then be

1a1bb4a2-c0e5-49ab-a0da-6a4d040fe874-1
00:29:27.839 --> 00:29:31.161
led to a page where they could
change the information they need

1a1bb4a2-c0e5-49ab-a0da-6a4d040fe874-2
00:29:31.161 --> 00:29:31.680
to change.

9a2167d7-cc13-43a4-8160-34b7f54ee7e5-0
00:29:32.350 --> 00:29:35.451
Customers can also apply for
benefits, other types of

9a2167d7-cc13-43a4-8160-34b7f54ee7e5-1
00:29:35.451 --> 00:29:37.290
benefits through manage my case.

218c872a-ce25-440d-bd09-18424363a7be-0
00:29:37.980 --> 00:29:41.906
Finally, on the bottom part of
the screen here, there is a

218c872a-ce25-440d-bd09-18424363a7be-1
00:29:41.906 --> 00:29:46.098
click here for details button
under summary and that will give

218c872a-ce25-440d-bd09-18424363a7be-2
00:29:46.098 --> 00:29:50.224
the customer more information
about all their different types

218c872a-ce25-440d-bd09-18424363a7be-3
00:29:50.224 --> 00:29:52.620
of benefits that they're
receiving.

09dd12ae-093a-4659-86d5-59bb54d63904-0
00:29:54.690 --> 00:29:58.536
This is the report my changes
screen. So if the customer

09dd12ae-093a-4659-86d5-59bb54d63904-1
00:29:58.536 --> 00:30:02.248
clicks on the report might
change button on that first

09dd12ae-093a-4659-86d5-59bb54d63904-2
00:30:02.248 --> 00:30:06.298
landing page, they would arrive
on this page and they would

09dd12ae-093a-4659-86d5-59bb54d63904-3
00:30:06.298 --> 00:30:09.470
choose what information they
wanted to report.

6687fb35-5f7b-4dfb-aecc-2548f2aa87f4-0
00:30:10.710 --> 00:30:15.355
And then click next, answer
additional questions, and then

6687fb35-5f7b-4dfb-aecc-2548f2aa87f4-1
00:30:15.355 --> 00:30:18.190
submit the change I've
highlighted.

83d30a18-d637-41b7-b397-ee1b2c904e38-0
00:30:19.050 --> 00:30:23.592
The information about change and
contact information right now,

83d30a18-d637-41b7-b397-ee1b2c904e38-1
00:30:23.592 --> 00:30:27.779
that's really important. We want
to make sure that we have

83d30a18-d637-41b7-b397-ee1b2c904e38-2
00:30:27.779 --> 00:30:32.037
customers correct address,
emails and phone numbers so that

83d30a18-d637-41b7-b397-ee1b2c904e38-3
00:30:32.037 --> 00:30:36.296
their redetermination paperwork
reaches them. Also that the

83d30a18-d637-41b7-b397-ee1b2c904e38-4
00:30:36.296 --> 00:30:40.483
e-mail and phone numbers are
really important right now so

83d30a18-d637-41b7-b397-ee1b2c904e38-5
00:30:40.483 --> 00:30:44.528
that customers can get those
alerts and notices and text

83d30a18-d637-41b7-b397-ee1b2c904e38-6
00:30:44.528 --> 00:30:48.999
messages also in this box you
can see that customers can also.

7c956822-b2af-49da-a99d-cf589286dfb8-0
00:30:49.420 --> 00:30:53.965
Add or cancel an approved
representative. Other changes

7c956822-b2af-49da-a99d-cf589286dfb8-1
00:30:53.965 --> 00:30:58.998
listed here change in household
size or individuals change in

7c956822-b2af-49da-a99d-cf589286dfb8-2
00:30:58.998 --> 00:31:01.190
income, expenses and bills.

284ce24a-481c-43fa-8284-8aad02d9f0f1-0
00:31:01.880 --> 00:31:05.496
Anything that's happening in
your household, you can change

284ce24a-481c-43fa-8284-8aad02d9f0f1-1
00:31:05.496 --> 00:31:08.630
the information through this
report changes screen.

b985d9bd-e841-4457-b728-6ce2de686e37-0
00:31:10.480 --> 00:31:14.504
That is the end of the
introduction to manage my case.

b985d9bd-e841-4457-b728-6ce2de686e37-1
00:31:14.504 --> 00:31:19.334
As I said, we will get into more
information about that in future

b985d9bd-e841-4457-b728-6ce2de686e37-2
00:31:19.334 --> 00:31:23.140
presentations. I'm going to turn
it back to Sergio.

d6057dc4-3e94-4006-ac8b-80772e73a831-0
00:31:24.540 --> 00:31:28.533
Fantastic. Thank you so much,
Margaret, and thank you so much,

d6057dc4-3e94-4006-ac8b-80772e73a831-1
00:31:28.533 --> 00:31:32.082
melicia, for providing such
valuable information to our

d6057dc4-3e94-4006-ac8b-80772e73a831-2
00:31:32.082 --> 00:31:33.350
audience here today.

282ea0b4-ac41-43d6-86d0-168553db1cef-0
00:31:34.070 --> 00:31:39.322
And I'm going to actually turn
it over to Malicia and see if

282ea0b4-ac41-43d6-86d0-168553db1cef-1
00:31:39.322 --> 00:31:44.919
there is anything that you would
like to add before I close this

282ea0b4-ac41-43d6-86d0-168553db1cef-2
00:31:44.919 --> 00:31:50.000
out for this first day of
training in this webinar series.

d4bb74be-6ad6-47d1-9c26-b66c41af60dd-0
00:31:51.300 --> 00:31:55.479
Oh, thank you so much, Sergio.
Yeah, I would just like to

d4bb74be-6ad6-47d1-9c26-b66c41af60dd-1
00:31:55.479 --> 00:31:59.947
encourage everyone to make sure
you register for the upcoming

d4bb74be-6ad6-47d1-9c26-b66c41af60dd-2
00:31:59.947 --> 00:32:04.343
trainings. Please register as
early as possible to make sure

d4bb74be-6ad6-47d1-9c26-b66c41af60dd-3
00:32:04.343 --> 00:32:08.018
that you have all the
information that you need to

d4bb74be-6ad6-47d1-9c26-b66c41af60dd-4
00:32:08.018 --> 00:32:12.486
participate in the invite you
through your attendance at that

d4bb74be-6ad6-47d1-9c26-b66c41af60dd-5
00:32:12.486 --> 00:32:17.170
training. I would also encourage
each of you to please feel free

d4bb74be-6ad6-47d1-9c26-b66c41af60dd-6
00:32:17.170 --> 00:32:21.350
to go on social media. HFS is on
there. We're on Twitter.

57e731a9-2d1d-48ca-8581-ef53f8a13cde-0
00:32:21.770 --> 00:32:28.281
Uh, at twitter.com/I LDHFS,
we're on Facebook/ ILDHFS and

57e731a9-2d1d-48ca-8581-ef53f8a13cde-1
00:32:28.281 --> 00:32:34.679
we're on LinkedIn/ company Slash
ILDHF. We have a lot of

57e731a9-2d1d-48ca-8581-ef53f8a13cde-2
00:32:34.679 --> 00:32:42.089
announcements that are put there
as well as important news and we

57e731a9-2d1d-48ca-8581-ef53f8a13cde-3
00:32:42.089 --> 00:32:49.273
we welcome you and encourage you
to follow us. You'll see a lot

57e731a9-2d1d-48ca-8581-ef53f8a13cde-4
00:32:49.273 --> 00:32:51.070
of the upcoming.

c2c4289d-100c-4d87-95da-9454ef6ff7cf-0
00:32:51.790 --> 00:32:56.630
Opportunities that we have for
future trainings, information

c2c4289d-100c-4d87-95da-9454ef6ff7cf-1
00:32:56.630 --> 00:33:01.470
community that's right there on
our page. Equally if you are

c2c4289d-100c-4d87-95da-9454ef6ff7cf-2
00:33:01.470 --> 00:33:06.152
also interested in attending
some of our Medicaid advisory

c2c4289d-100c-4d87-95da-9454ef6ff7cf-3
00:33:06.152 --> 00:33:11.151
committee meetings as well as
our subcommittee meetings, which

c2c4289d-100c-4d87-95da-9454ef6ff7cf-4
00:33:11.151 --> 00:33:16.388
is a very important one where we
talk a lot about these topics as

c2c4289d-100c-4d87-95da-9454ef6ff7cf-5
00:33:16.388 --> 00:33:21.466
in our public education meeting
as well, please feel free to go

c2c4289d-100c-4d87-95da-9454ef6ff7cf-6
00:33:21.466 --> 00:33:22.260
on to our.

99d358e9-fa2b-4909-a692-eaca8df467ed-0
00:33:22.350 --> 00:33:26.274
Our HFS home page and click on
our boards and commissions.

99d358e9-fa2b-4909-a692-eaca8df467ed-1
00:33:26.274 --> 00:33:30.264
Scroll down to the Medicaid
Advisory committee and you will

99d358e9-fa2b-4909-a692-eaca8df467ed-2
00:33:30.264 --> 00:33:34.321
find all the information about
the public postings of our up

99d358e9-fa2b-4909-a692-eaca8df467ed-3
00:33:34.321 --> 00:33:38.511
and coming meeting. We welcome
you. Thank you so much. Sergio,

99d358e9-fa2b-4909-a692-eaca8df467ed-4
00:33:38.511 --> 00:33:39.309
back to you.

17091515-1d26-48dd-96c2-f97ae8d3a4af-0
00:33:40.420 --> 00:33:44.703
Absolutely. Thank you, melicia
for that. Again, very helpful

17091515-1d26-48dd-96c2-f97ae8d3a4af-1
00:33:44.703 --> 00:33:48.986
information there. And then
Margaret, is there anything else

17091515-1d26-48dd-96c2-f97ae8d3a4af-2
00:33:48.986 --> 00:33:53.340
that you'd like to add? Before I
close this out, I would just

17091515-1d26-48dd-96c2-f97ae8d3a4af-3
00:33:53.340 --> 00:33:57.342
like to again say to our
assisters that share our common

17091515-1d26-48dd-96c2-f97ae8d3a4af-4
00:33:57.342 --> 00:34:01.836
customers to please assist us in
this process so that we do not

17091515-1d26-48dd-96c2-f97ae8d3a4af-5
00:34:01.836 --> 00:34:05.839
see customers losing medical
coverage if you are able to

17091515-1d26-48dd-96c2-f97ae8d3a4af-6
00:34:05.839 --> 00:34:09.280
assist customers in finding
those renewal dates.

38cd9bdf-e3a6-4d3c-b21e-558c2a494502-0
00:34:10.070 --> 00:34:13.980
In assisting them in setting up
manage my case accounts.

d34bcfa0-5400-40f7-8600-c2c01a95e243-0
00:34:14.720 --> 00:34:18.890
We thank you and we appreciate
what you do for our shared

d34bcfa0-5400-40f7-8600-c2c01a95e243-1
00:34:18.890 --> 00:34:19.610
customers.

e0075cf8-c5f9-4581-b736-9371e202f336-0
00:34:21.930 --> 00:34:25.480
Yeah. Thank you, Margaret. I
think that was fun. That was

e0075cf8-c5f9-4581-b736-9371e202f336-1
00:34:25.480 --> 00:34:28.725
well put. We appreciate
everything that you're doing

e0075cf8-c5f9-4581-b736-9371e202f336-2
00:34:28.725 --> 00:34:32.521
with the one common, one common
denominator that we have, our

e0075cf8-c5f9-4581-b736-9371e202f336-3
00:34:32.521 --> 00:34:36.133
customers, your patients, your
Members, your constituents,

e0075cf8-c5f9-4581-b736-9371e202f336-4
00:34:36.133 --> 00:34:38.950
your, your, your friends and
your colleagues.

8873b77b-8410-40b2-afe0-ac15b24df94f-0
00:34:39.900 --> 00:34:43.474
And so that about does it for
today. We hope that this was

8873b77b-8410-40b2-afe0-ac15b24df94f-1
00:34:43.474 --> 00:34:46.625
helpful and that it has brought
more clarity to why

8873b77b-8410-40b2-afe0-ac15b24df94f-2
00:34:46.625 --> 00:34:50.200
redeterminations are starting
and what you can do to help.

7cf27446-0199-486f-9b44-adfd640640dd-0
00:34:50.830 --> 00:34:53.314
If you have not done so, as
Melicia mentioned, please

7cf27446-0199-486f-9b44-adfd640640dd-1
00:34:53.314 --> 00:34:55.707
register for the next two
webinars to complete this

7cf27446-0199-486f-9b44-adfd640640dd-2
00:34:55.707 --> 00:34:56.030
series.

9f949037-cbc0-4998-8132-73e42b3c56a6-0
00:34:56.680 --> 00:35:00.684
These will also be posted after
we're done with the webinar for

9f949037-cbc0-4998-8132-73e42b3c56a6-1
00:35:00.684 --> 00:35:04.752
your viewing at a later date. We
hope everyone will TuneIn as we

9f949037-cbc0-4998-8132-73e42b3c56a6-2
00:35:04.752 --> 00:35:08.256
go in depth on the proactive
steps you can take to help

9f949037-cbc0-4998-8132-73e42b3c56a6-3
00:35:08.256 --> 00:35:11.635
Medicaid customers stay
connected to care and also in

9f949037-cbc0-4998-8132-73e42b3c56a6-4
00:35:11.635 --> 00:35:14.889
depth look, we'll take an
in-depth look at the form

9f949037-cbc0-4998-8132-73e42b3c56a6-5
00:35:14.889 --> 00:35:17.580
Medicaid customers will soon be
receiving.

f96924cd-be0c-42fe-bb40-038c493bc6e5-0
00:35:18.420 --> 00:35:21.772
So with that said, from Alicia
Bonsa, Margaret Dunn, myself,

f96924cd-be0c-42fe-bb40-038c493bc6e5-1
00:35:21.772 --> 00:35:24.959
Sergio Obregon and the rest of
the Illinois Department of

f96924cd-be0c-42fe-bb40-038c493bc6e5-2
00:35:24.959 --> 00:35:28.366
Healthcare and Family Services,
we thank you for embarking on

f96924cd-be0c-42fe-bb40-038c493bc6e5-3
00:35:28.366 --> 00:35:30.289
this learning opportunity with
us.

c1f5e9bc-1683-43fd-9943-f22ba2b39be7-0
00:35:30.940 --> 00:35:34.400
And we will see you again soon
for our outreach and engagement

c1f5e9bc-1683-43fd-9943-f22ba2b39be7-1
00:35:34.400 --> 00:35:34.840
webinar.

970aeda1-8237-45b4-9412-5c8141f9d5ce-0
00:35:35.740 --> 00:35:39.576
Have a great rest of your day
and please don't forget,

970aeda1-8237-45b4-9412-5c8141f9d5ce-1
00:35:39.576 --> 00:35:41.390
together we improve lives.

28db6fa4-7f21-415d-a28d-256e7418288f-0
00:35:42.040 --> 00:35:42.850
Thank you and goodbye.