Certified Application Counselor Support during Open Enrollment

November 21, 2014

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CAC Support During Open Enrollment

Objectives:

• To understand how to communicate a question or problem to Access Health CT to the appropriate area to resolve it as quickly as possible

• Identify the CAC phone number, IRD form and mailbox to use for problem applications and challenges

Certified Application Counselor Support

• The Education & Training Unit no longer accepts calls from consumers.

• CAC’s must contact Access Health CT on behalf of their clients with their question or challenge

• If one of your clients insists on contacting us directly, they need to call the Call Center who will answer consumer inquiries directly

CAC Contact Number• If a certified application counselor has a problem that they are

unsure of and they are looking for a quick answer that may not need the completion of an IRD form, then they may call 860-757-5334.

• For password resets or failed ID proofing please call the Call Center at 1-855-805-4325

• The CAC phone number will be supported by multiple trainers daily. If the question requires an IRD form we will advise you as to how to complete one.

Call Center (Maximus)• If a CAC needs to contact the Call Center please introduce yourself to

the rep at the beginning of the call with your first name and ask the call center rep what their first name is. Then look at the time and notate this. Then if you have a challenge with that Call Center rep, contact us and we will be able to track through audio records the rep you spoke to

• If a Call Center rep refuses to talk to a CAC on behalf of their client,

please let us know

• Call center reps can complete applications from beginning to end. They can also assist a consumer/CAC who gets an “identity” error and can pick up the application and complete it

• The Call Center handles password resets.

IRD Issues• If a CAC has a problem/challenge they need resolved they need

to send an email with a completed IRD form to ird.outreach@CT.gov

• The IRD form has not changed. Include as much information as you can about the challenge (preferably in bullet format) and we will resolve as quickly as possible.

• If you receive a system error when completing an application, please take a screen print displaying the URL and complete an IRD form so it will be easier to research.

• Please refer to the Changes/Appeals Chart (Word document)

Issue Resolution Department Form

Urgent Medicals

• Continue to complete IRD forms on urgent Medical cases and send to ird.outreach@CT.gov

• Urgent medical means the member needs medical treatment such as an in-patient hospitalization, medication or surgery and must have their problem resolved immediately