DRAFT RBHA Communications Plan
Mercy Maricopa Integrated Care
RBHA Communications Plan
Mercy Maricopa Integrated Care (MMIC) is committed to communicating openly with its
members, their families, providers, advocates, regulators and other stakeholders, using a wide
variety of tools to do so. We understand that the best communications plan is not directed “AT"
recipients; but rather, is a vehicle to encourage exchanges of ideas and facilitate improvement in
our system. Good communications are key to making certain that Maricopa County residents are
aware of the service and have access to comprehensive, quality behavioral health care that
integrates with the health needs of the individual as a whole.
In order for us to succeed in this mission, we will assure that our communications system is
culturally aware, that we translate into languages needed by our members, that we have
communication models for special needs, including cognitive impairment, and that we employ
communication tools that also speak best to diverse communities. (See Attachment 1, Cultural
Competency, at the end of this document for more details.)
We are well aware that transitional periods always are difficult, and that past transitional
experiences in the Regional Behavioral Health Authority (RBHA) system have not always gone
smoothly. We believe that good communications can help make sure this transition goes well.
In fact, our communications efforts began months ago and will continue on an ongoing basis in
three phases:
1. For more than 10 months, we have been reaching out to stakeholders to attain knowledge of
the RBHA as well as their vision for the future. We have had more than 70 meetings, some
of them one-on-ones and some of them focus group settings. These meetings have been for
information-gathering as well as an opportunity to inform stakeholders in the behavioral
health system more about us. We have learned from this dialogue; indeed, it has helped to
define the plan we envision for Maricopa County, detailed in our response to the Request for
Proposals (RFP).
2. Upon contract award, we will increase and expand this outreach effort. Our commitment is
to work with stakeholders and the community to assure our communications approaches
work best for them. We will work with member and youth councils to identify best practices
and use the full scope of communications tools to reach out to current and prospective
Offeror: Mercy Maricopa Integrated Care ADHS13-00002257
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members, providers and all the other stakeholders in the system to provide information,
continue to receive their input and advice and establish additional resources. This continuing
dialogue will enable us to adjust our tools and communications approaches to best fit the
current needs of the stakeholders and the community and to modify our efforts as changing
circumstances require.
3. Finally, we are committed to an effective ongoing two-way communications engagement
with our members, their families, providers, advocates, regulators and other stakeholders.
Phase 1 – Pre-Award
Initial outreach to stakeholders began long before the RFP was issued. Since the beginning of
2012, MMIC has initiated more than 70 meetings with a wide universe of stakeholders. Our
executives, senior leaders, advisers and program professionals met with multiple providers,
program participants and stakeholders.
Sometimes these meetings lasted an hour; many times, they led to more extensive conversations
and involvement. For example, an initial meeting with the Alliance of Community Health
Centers (Alliance) has led to a collaboration between MMIC and the Alliance on two pilot
programs aimed at strengthening the Patient Centered Health Care Home capabilities of
community centers.
Table 1 below is a list of the meetings that occurred. Our findings from those meetings follow
the list.
Table 1: Meetings Held Organization Service St
1 AOC, Arizona Court-Appointed Special Advocate( CASA), Foster Care Review Board
Government/advocates Leticia D’Amore, Arizona CASA Manager.; Steve Lazere, Foster Care Review Board; Charlie Gray, supervisor
2 Alliance of Community Health Centers
Providers/advocates Meetings, leading to establishment of pilot projects, with John McDonald, CEO
3 Arizona Behavioral Health Care Provider Ted Williams, President & Chief Executive Officer (CEO)
Offeror: Mercy Maricopa Integrated Care ADHS13-00002257
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Organization Service St
4 Arizona Behavioral Health Care/Maricopa consumers, advocates and providers
Providers, consumers, advocates
Group meeting of providers
5 Arizona Children’s Association Child care providers
Michael Coughlin, CEO
6 Arizona Coalition for Military Families
Family support for military families
Thomas Winkel, Life Consultant
7 Arizona Coalition Against Domestic Violence, Governor’s Office for Children, Youth and Families, Arizona Dept. of Ec. Security Domestic Violence Program
Advocacy and training for domestic violence services
Jessye Johnson, Deputy Director, Arizona Coalition; Leah Meyers, Program Administrator, Governor’s Office for Children, Youth and Families; Laure Guild, Domestic Violence Program Manager, Arizona Department of Economic Security
8 Arizona Dept. of Economic Security/Rehabilitative Services Administration
Government regulator Letitia Labrecque, Deputy Director
9 Arizona Supreme Court Administration Office of the Courts, Dependent Children’s Services Division, CASA of Arizona, Foster Care Review Board
Organizations concerned with welfare of children, foster care review
Leticia D’Amore, Program Manager for CASA; Steve Lazere, Program Manager for the Foster Care Board; Charlie Gray, Supervisor
10 Asian Pacific Community in Action (APCA)
Advocate Doug Hirano, Executive Director
11 ASU Center for Applied Behavioral Health Services Policy
Provider Michael Shafer, Director; Vicki Staples, Assistant Director Clinical Initiatives
12 Aurora Behavioral Health Care Adult and children’s inpatient behavioral health hospital
Bruce Waldo, CEO
13 CHEEERS Community support center, group ILS and peer support
Mitch Klein
14 Chicanos por la Causa SA residential for men Pedro Cons, Chief Operating Officer (COO)
15 CHOICES Network of Arizona Provider Network Organization (PNO)
Ron Smith, CEO; Jill Teslow Rowland, Vice President of Recovery and Transformation
Offeror: Mercy Maricopa Integrated Care ADHS13-00002257
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Organization Service St
16 Community Bridges Provider (PNO)
Frank Scarpati, CEO
17 Community Bridges, Jewish Family and Children Services, National Council on Alcoholism and Drug Dependence, Chicanos por la Causa, Lifewell, Southwest Human Services, Rio Salado Behavioral Health
Substance abuse services CEOs and Delegates:
John Hogeboom; Mary Jo Whitfield; Thelma Ross; Roland Moreno; Gabriella Guerra; Tino De Anda
18 Connections Provider (Psych urgent care) Chris Carson, CEO
19 CPR RBHA SMI eligibility vendor Mike Boylan, COO
20 Crisis Response Network (CRN)
Provider (RBHA Crisis System) Suzanne Rabideau, CEO
21 CRN; EMPACT, Connections AZ; Community Bridges; ComTrans
RBHA-wide crisis services CEOs and Delegates:
Suzanne Rabideau; Laura Larson-Huffaker; Brenda Benage; Frank Scarpati; Neal Thomas
22 Division of Behavioral Health Services (DBHS)
Government Regulator Laura Nelson, Bureau Chief
23 EMPACT Provider Laura Larson-Huffaker, Executive Director
24 Family Involvement Center Advocate Jane Kallal, Executive Director
25 FasPsych RBHA telemedicine vendor Abraham Barton
26 FIC, Raising Special Kids, STAR
Family support services CEOs:
Jane Kallal; Joyce Millard; Suzanne Legander
27 Foundation for Senior Living – SMI Health Homes Discussion
Provider Group meeting
28 Haven Senior Horizons Provider Kathy Shaw, CEO
Offeror: Mercy Maricopa Integrated Care ADHS13-00002257
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Organization Service St
29 Hope Lives (Vive la Esperanza) Community services, peer support; access to health care for diverse communities
Christopher Gonzales, CEO
30 Lifewell Behavioral Wellness Supported housing, substance abuse, counseling, residential treatment
Gabriella Guerra, Chief Clinical Officer
31 Marc Center Provider Randy Gray, CEO
32 Maricopa County Association of Governments
County-wide HSS programs all jurisdictions
Amy St. Peter, Human Services Manager
33 Maricopa County Human Services Division
Human Services Campus, shelter and homeless services, special human services programs and grant-funded projects, workforce development, justice support services, etc.
David Bridge, Managing Director, human services campus; Linda Mushkatel, Special Projects Director; Trish Georgeff, Director, Maricopa County Human Services Division; Margaret Trujillo, Assistant Director
34 Maricopa County Jail Behavioral Health Unit
Behavioral health services Dawn Nogle, Director
35 Maricopa County Manager County Services Tom Manos
36 Maricopa Integrated Health System
Health system Numerous meetings with various individuals, including:
Betsey Bayless, CEO; J. Barry Birmingham, Vice President of Ambulatory and Physician Services
37 Mesa Fire and Police Departments
Liaison services with RBHA Officer Tom Gussic (Crisis Intervention Training Coordinators);Dan Stubbs, asst. chief, Emergency Services; Mary Cameli, Assistant Chief; Anita Mapes, Education Specialist
38 Midwestern University, Phoenix Education about system; training
Michael Stumpf, Professor and M.D., Psychiatry, Training for ADHS in behavioral health
39 MIKID Provider/Advocacy (Parent to Parent Organization)
Michael Puthoff, Executive Director
40 Mountain Health and Wellness Provider Rob Evans
Offeror: Mercy Maricopa Integrated Care ADHS13-00002257
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Organization Service St
41 Mountain Park Health Center Provider 2 meetings:
1st meeting: Essen Out, Diversity & Cultural Competency Director;
2nd meeting: Byrd Evans; Brandy Segura; Maria Campos; Diana Beltran, billing
42 National Alliance of the Mentally Ill (NAMI)/Arizona Alliance (E. Valley, Phx., W. Valley, SE Valley)
Advocacy and stigma reduction training
Group meeting; WALK; meeting with CEO Jim Dunn
43 Native American Connections House, substance abuse, counseling – adult and children’s
Dede Devine, DCEO
44 Native American Connections Provider, Native Americans Diana Yazzie-Devine
45 National Council on Alcoholism and Drug Dependence (NCADD)
Advocacy and education Thelma Ross, CEO; Holly Williamson, Clinical Director
46 NOVA IP and OP substance abuse services
Steve Carter, CEO
47 Partners in Recovery Provider (PNO) Christy Dye, CEO
48 Partners in Recovery East and West
Adult SMI clinics Focus groups – Provider Network Organizations (PNOs) – Advisory Boards (Christy Dye; Chief Medical Officer Greg Gale; COO Stacey Garner; West Valley Site Administrators Norm Sartor & advisory board members)
49 Phoenix City Police Department Liaison services with RBHA Nick Margiotta, Ombudsman
50 Phoenix Indian Medical Center Health care services for Native Americans-general health, SMI, behavioral health, substance abuse
Dr. John Molina, CEO; Dr. Connie Hunt, Director, Behavioral Health
51 PSA and Art Awakenings Art therapy, support housing, counseling
Sara Marriott, CEO
52 Quality of Care Network Provider (PNO) Gary Brennan, CEO
Offeror: Mercy Maricopa Integrated Care ADHS13-00002257
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Organization Service St
(Children)
53 Recovery Empowerment Network
Community support center – Group Independent Living Services (ILS), peer support
Anne Rider, CEO
54 Recovery Innovations of Arizona
Counseling, crisis recovery center, Restart, etc.
Gene Johnson, President & CEO; Michelle Bloss, Recovery Services Administrator; Tom Updike, Chief Strategy Officer
55 Rural Metro PMT Provider/ambulance services 1st meeting: Jeff Baker, Division General Manager
2nd meeting: Dan Caudle, Fire Chief
56 Southwest Network Provider (PNO) Amy Henning, CEO
57 Southwest Network, People of Color Network, CHOICES, Partners in Recovery
Adult SMI clinic services; second meeting on children’s comprehensive services
Amy Henning, Southwest Network;Tomás León (People of Color CEO) Ron Smith, CHOICES; Christy Dye, Partners
58 St. Joseph’s Hospital Provider Mark Hillard, CEO
59 St. Luke’s Behavioral Health Center
IASIS – Provider Gregory Jahn, CEO
60 St. Luke’s Health Initiative Advocate Roger Hughes
61 Stand Together and Recovery (Peer Service Organization)
Provider Individual meeting
62 STAR Community support center – group ILS and peer support
Suzanne Legander. CEO
63 STAR East and STAR West Community support center – group ILS and peer support
Focus groups – consumer service agency – program participants
64 SW Behavioral Health Provider Jeff Jorde, CEO
65 Tanner Community Development Corporation
Faith-based community; substance abuse prevention
Meetings with:
Rev. Arnold Jackson Robert Young, Program Director
Offeror: Mercy Maricopa Integrated Care ADHS13-00002257
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Organization Service St
66 Terros Provider Dale Rinard, CEO
67 Touchstone Behavioral Health Services
Provider Steve Ginsberg
68 Valle del Sol Behavioral health provider Kurt Sheppard, CEO
69 Valley of the Sun United Way Housing, and other services/funding
Janet Garcia, Vice President for Community Impact; Kim Van Nimwegen, Community Impact Manager
70 Valley Hospital (CHW) Provider Jason Caplan, M.D., Chief Medical Officer
71 ValueOptions Health Maintenance Organization
Eddie Broadway
72 Visions of Hope (Peer Service Organization)
Provider James Russo, CEO
73 Your Neighborhood Healthcare Center
Provider Harry Garewal, President
74 Youth, Etc. Specialty children’s OP services provider
Jim Oleson, CEO
Feedback summary
The meetings described in the chart above have produced a wealth of information about what
works in the current system and what could use improvement. Each time we engage in dialogue
with a stakeholder in the system, we are left our sessions with two major realizations: (1) there
are a lot of people working in the RBHA system who care and have adopted as their missions
serving people in need and using limited resources well; and (2) Many of the issues they have
encountered in trying to fulfill their missions will be greatly helped by integrating the acute,
behavioral and Medicare programs, if the integration for the Seriously Mentally Ill (SMI) is done
well.
We have taken their input into consideration as we responded to the state’s RFP, and we will
continue to incorporate it in our transitional discussions and ongoing plans. Table 2 on the
following page is a summary of the major issues identified thus far in our conversations:
Offeror: Mercy Maricopa Integrated Care ADHS13-00002257
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Table 2: Major Issues Identified General RBHA
Issue Solution
1. Issues of resources exist at every age level, and silos within the system result in ability to leverage existing services effectively. Because of tight resources, the focus is on compliance with requirements, leaving no time or funding for exploring best practices/innovations. RBHA should support innovative practices by investing in better service delivery systems, creating and sharing short- and long-term goals, helping create balance between new ideas and constantly changing requirements, reducing non-meaningful workloads, creating open record-sharing and increasing true collaboration.
MMIC’s governance structure will include provider stakeholders on the Board of Directors, giving the opportunity for providers to help drive the policy changes required for issue resolution. Some of these discussion points may require revision of state policies & procedures. MMIC will work with our Board of Directors to support positive collaboration with ADHS/DBHS to promote change where needed.
2. Lack of resources and support for sharing electronic records results in delays in service and ineffective care management.
The development & implementation of our Health Information Exchange will support information-sharing that will facilitate system efficiency that results in timely service delivery.
3. Language barriers and lack of information about how to access services are always a concern. Providing culturally appropriate care is difficult if not impossible.
MMIC has more than 20 years of experience working with Medicaid members in Maricopa County & has a strong culturally competent approach to those members that it will use in the RBHA system as well.
4. More peer and family support services are needed throughout the service delivery system.
MMIC is committed to increasing peer & family support services, and to working with stakeholders to identify best-practice models that can be replicated.
SMI Issue Solution
1. Member experience: Integration of services is a concern throughout the system.
The new commitment to integrate acute and behavioral health will bring major improvements, allowing for holistic approaches to diseases that so often are inter-related & eliminating circumstances where the Primary Care Physician (PCP) is not aware of treatments that the Behavioral Health (BH) provider has instigated. MMIC is strongly supportive of integration in the system, based on decades of experience.
Offeror: Mercy Maricopa Integrated Care ADHS13-00002257
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2. Member experience: There is significant variability in the member experience between clinics. At some, members feel welcome & supported; this, in turn, lends itself to increased engagement from the member— in treatment, in training, in moving from supportive employment to competitive employment opportunities.
MMIC will initiate better training in member service for Case Managers and other staff, increase the use of peer staff & install measurements that go beyond simply measuring appointment timeliness to include the member experience.
3. Transition Youth Needs: Youth are transitioning into the SMI system require age-related and cultural-related supports. Currently, there is limited capacity & few providers.
MMIC will expand the availability of youth peer support programs. We will establish a Youth Member Council to help is developing a youth program and seek additional input from the provider organizations that are doing it well.
4. Clinic Provider Needs: SMI clinic providers do not currently receive timely data; the date they receive is 90-180 days old, meaning it is not actionable. The delay prevents them from pro-actively engaging members to prevent Emergency Room (ER) visits and admits.
We are committed to developing an effective Health Information Exchange with “push-and-pull” capability from an enterprise-wide data warehouse dedicated to providing “near real time data.”
5. Service Shortages: There is a shortage of available Dialectical Behavioral Therapists, Applied Behavioral Analysis Therapists, Multi-System Therapists & Desensitization & Reprocessing Therapists, and access to those available is not geographically dispersed throughout the County. These all require a professional license & lengthy training. (They are used for high-needs conditions such as Post-Traumatic Stress Disorder (PTSD), Autism Spectrum Disorders, Behavioral Management for Sexual Addictions.)
MMIC will work with Arizona State University, the University of Arizona and Argosy to develop increased training programs. We will sponsor programs and consider enhanced rates for these services, which are desperately needed.
Children Issues Solutions
1. The same service shortages exist as on the adult side, and there are particular shortages of Applied Behavioral Analysis Therapists for kids with autism spectrum disorders & sexualized behaviors.
Similarly to the adult side, MMIC will work with the universities to develop increased training programs, sponsoring training programs and exploring enhanced rates for these services.
Offeror: Mercy Maricopa Integrated Care ADHS13-00002257
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2. Case management is done by the PNOs & not by specialty providers. Most of the kids who are in complex case management get their counseling & medications from a specialty provider who knows them best & is equipped to manage their specific needs. The PNO Complex Care Managers are generalists who frequently cannot manage specialty needs.
We will not require that case management be provided by PNOs, allowing it to be provided by the specialty provider.
3. “Wrap-around” services are needed for children in the foster care system.
MMIC will commit to a stronger collaboration with Child Protective Services (CPS) and all the stakeholders, building systems for assuring connection to family-run organizations.
Dual eligibles Issues Solutions
1. Individuals who are dual eligible for Medicaid & Medicare often encounter delays in navigating the system.
MMIC’s sponsor, Mercy Care’s Advantage program has a well-established reputation for its service to members, and we will apply that experience to our RBHA members.
Phase 2 – Post-award transition communications
In the second phase of MMIC’s communications plan, we will enhance and expand the earlier
outreach efforts begun pre-RFP. While we work on forming the foundation of our
communications system as the new RBHA, we will simultaneously enact a transitional plan. Our
goal is to effect a smooth transition with minimal disruption to our members and providers.
During this phase, we will work intensively and cooperatively with the government
administrators, the current RBHA contractor and all the stakeholders in the system to deliver
timely and accurate information about the transition to both members and providers.
Our initial communications strategy will be sensitive to the scope of change in the system and
descriptive of any specific changes that touch members and providers directly. (All messages to
members will be submitted for approval to ADHS/BDHS before distribution, during the
transition and afterwards.)
Targeted Audiences and Communication Tools
1. Members and Prospective Members
Offeror: Mercy Maricopa Integrated Care ADHS13-00002257
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Our primary focus will be to reach out to members and prospective members. That means also
reaching out to family members and advocates.
Tools: Engaging the universe of multi-generational, culturally diverse individuals who will be
our members and prospective members, their family members and caregivers will require a
variety of approaches. We will use the following:
Written communications (letters, fliers, Frequently-Asked-Questions [FAQ] sheets)
Email when possible
Individual and group meetings
Website (welcome kit, Member Handbook, benefit information, provider directory/search,
healthcare education materials/links and advocacy information, secure portal) in English and
Spanish (See Attachment 2, Website, at the end of this document)
Webinars
We will translate messaging and make them available in other formats helpful to members with
special needs. (See Attachment 1, Cultural Competency.)
Message: The primary messages will include an introduction to MMIC, detailed information
about the transition, particularly how it will affect members’ day-to-day as we integrate
behavioral health and acute care services to provide a more holistic approach to their health care
needs.
Recognizing that members often receive information from providers, community organizations,
advocacy groups and others, we will work with them all to distribute educational information
(not marketing materials). Our website will include an advocacy page for information about
meetings and other notices.
In addition, we will begin to outreach to identify members interested in participating in our
Member Advisory Council and Youth Advisory Council. As we move into ongoing
communications, these groups will provide valuable advice on how to best reach out to our
membership, their families and caregivers. As we begin to build the foundations of an ongoing
communications strategy, we will start by forming and immediately engaging our Member
Advisory Council and Youth Advisory Council. Together, we will assess the existing means of
Offeror: Mercy Maricopa Integrated Care ADHS13-00002257
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communications in the RBHA. Just as we asked those questions about the RBHA in the
meetings prior to the RFP, we will query our council members to make sure that we do not toss
out what is working, but rather augment and expand it. Among the questions we will be asking:
What works in communicating with you?
What does not?
What sorts of information are you not getting that you need?
Are you getting information often enough?
Do you use websites?
Have you engaged in social media and, if so, what kind of social media?
Do you know how to access services?
Do you feel you understand the resources currently are available in the system?
In more than 20 years of working with Maricopa County Medicaid members, MMIC’s sponsor,
Mercy Care Plan, has developed highly effective processes for personally reaching out to
members, including:
Collaboration with community organizations, providers and other stakeholders to reach out to
members and prospective members
Personal one-on-one outreach to high-risk populations
Use of Health Advisors at public events
Community forums and orientation meetings throughout the county
We will use all these resources as well as asking all the providers and advocacy groups to help us
by including information in their offices, their newsletters and other communications.
2. Providers
Tools: Not only is efficient, timely communications important to enable providers to do their
job, it also is crucial because of the key role providers play as a conduit of information to
members, both during the transition and on an ongoing basis. We will collaborate with
ADHS/DBHS in coordinating the provider communication with members about the transition
and about other developments related to their health care.
Offeror: Mercy Maricopa Integrated Care ADHS13-00002257
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During the transitional period, we will initiate a weekly electronic newsletter to providers, with
updates on the implementation. We will reconnect through meetings with those providers we
reached during Phase 1, and we will expand that group. We will use:
Telephone contacts
Written communications (letters, fliers, FAQ sheets)
Email when possible
Individual and group meetings
Website (See Attachment 2.)
Webinars
Phase 3 – Post-transition, ongoing
MMIC will initiate an effective ongoing communications engagement with our members, their
families, providers, advocates, regulators and other stakeholders. Our multi-year
communications strategy will be key to our efforts to build meaningful collaborations with the
vast umbrella of stakeholders in the Maricopa County behavioral health system. We will
communicate consistently with our universe of stakeholders as well as work collaboratively with
the state and more broadly to the general community as an advocate for the behavioral health
system.
Outreach
The goal of our outreach efforts is to assure all members, their families, advocates and other
stakeholders as well as the agencies serving them understand the benefits available through the
RBHA and how to access and use them. Outreach is especially critical for high-risk members
who may have challenges in receiving and understanding information about services and access
that is formatted and disseminated in traditional ways.
MMIC will engage members and stakeholders with a focus on continuous improvement of the
system of care while, at the same time, keeping them informed about available services and
providers, as well as supports, plan, and industry updates.
Both of our sponsors, Mercy Care Plan and Maricopa Integrated Health Systems, have a long
history of success in connecting and collaborating with advocacy groups, adjunct service and
support systems, schools and other stakeholders for the benefit of our members. Building on that
Offeror: Mercy Maricopa Integrated Care ADHS13-00002257
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success, MMIC will use multiple communications channels to promote understanding of
available benefits and services, including all of those mentioned before—the welcome kit, the
Member Handbook, the member newsletter, the website, email, focus groups, community town
halls/forums, webinars, letters and other written materials, and social media as approved by the
state.
We will continue to frequently convene our Member Advisory Council and Youth Advisory
Council to advise us on the content and to develop innovative approaches to disseminate
information and communicate with our members and the community. We also will empower
our Youth Leadership Council to design outreach and educational materials and approaches that
will capture the attention of, and engage youth in services. Diverse outreach activities have been
a cornerstone of MMIC’s success in connecting and collaborating with a range of key agencies,
advocacy groups, service and support systems, schools and other stakeholders for the benefit of
our members.
Our focus on proactive, preventive and personalized quality care that is readily accessible
through a large network of providers has improved clinical outcomes for members while
reducing unnecessary medical costs (e.g., emergency department). We have expanded our
community relationships to assist us in identifying and outreaching to members, making the full
range of community resources available to support them in achieving their health goals. We will
also collaborate with local community organizations and local community centers to meet
members in their communities.
MMIC will provide locally-based stakeholder liaison positions (family, peer and youth support)
into our staffing model. Their key functions will include coordinating and providing outreach;
building ongoing collaborative relationships across all sectors in the system and community; and
providing consultation, technical assistance and education. As a complement to the role these
functions bring, we tailor education and outreach strategies to meet the needs of each program as
well as the specialized needs of the local communities within each program.
Engaging high-risk members in care management
To further engage individual high-risk members, including members with a serious mental
illness and co-morbidities, we will employ a multi-pronged approach, beginning with an initial
welcome telephone call and following that with a visit. A member of the treatment team will
Offeror: Mercy Maricopa Integrated Care ADHS13-00002257
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introduce the member to MMIC and then explain the purpose of care management. If we cannot
reach a high-risk member by phone, MMIC will deploy peer support workers and/or community
outreach workers to locate the member in the community. A behavioral health clinician will then
perform a Health Risk Assessment at the member’s home or location of choosing. On an
ongoing basis we will engage members through the use of Peer Coaches and community
outreach workers.
Communicating on health education and prevention
MMIC will offer health education, prevention and outreach programs, and for these programs to
work, we must deliver a message that engages the member in his/her health care management.
MMIC will provide each member with respectful, understandable and culturally sensitive
information about our programs and services in the member’s preferred language. We have
adopted the U.S. Department of Health and Human Services Office of Minority Health’s
Culturally and Linguistically Appropriate Services (CLAS) standards for all education,
communication and outreach approaches. See Attachment 1, Cultural Competency, for more
details.
MMIC utilizes specific guidelines to communicate with our members in a clear, effective and
accurate manner. We provide all member materials at or below a sixth grade reading level as
determined by the Flesch-Kincaid readability tool. We will use bulleted lists, shorter sentence
structures and will not include healthcare “jargon.” Our written and verbal communication will
explain to the member technical or unfamiliar terms to assure accuracy and understanding.
MMIC will seek approval in writing by Arizona Health Care Cost Containment System
(AHCCCS) for all health education and outreach activities prior to implementation. We will also
enlist the use of Peer Support Specialists to assist in explaining any process.
For members who require written information in alternative formats, MMIC will make
translations available in Braille, large print, or audio CD. When an interpreter is needed to
further explain the material to the member, we will offer a telephonic interpreter at no cost to the
member. MMIC will also provide Peer Support Specialists to assist members in providing
reassurance or further explanation of information they may not understand.
Offeror: Mercy Maricopa Integrated Care ADHS13-00002257
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For members who are cognitively impaired, we will identify a person/ caregiver who supports
the member and whom the member has selected to represent him/her, assuring all legal
documentation regarding personal health information is in place. For those members or
members who have literacy issues, we will use oral culturally competent health care teaching or
communication. For members who require oral teaching only, we will work to achieve feedback
from the member and his/her caregiver, providing any materials to both (which may look very
different). The caregiver may receive our unedited materials or a written copy of any discussions
or Care Plans, while the member may receive pictures to describe conversations or a basic
document to describe the conversation. We will use pictures, oral repetition and the member
communication back to us to assure comprehension.
In order to reach more members, MMIC will actively and regularly reach out to educate
members about improving their health status through a variety of methods, including but not
limited to:
Through secure email, MMIC will electronically provide reminders on preventive health care
measures that follow the periodicity schedules for children and wellness program for women
and men that meet Healthcare Effectiveness Data and Information Set (HEDIS®)
requirements. Additionally, we will also send reminders on preventive services (e.g. flu
shots) and links to our website for members to view their newsletter, new information
concerning the program and important health education information.
Our preventive care tracking system will identify members who need reminders to access
services according to established periodicity, wellness or prevention schedules (such as
immunizations), well-child screenings, mammograms, Pap smears, and flu shots. MMIC will
use two methods for monthly member reminders: regular mail and interactive voice response
calls.
Our Member Service Representatives will have access to a Language Line. Language Line
gives members and providers no-cost, on-demand interpretive services for 175 languages 24
hours a day, 365 days a year.
MMIC will offer member access to a Nurse Line 24 hours a day, 7 days a week to provide
general health care and wellness-related information. We will inform members of the
availability of the Nurse Line through our website, the Member Handbook and the Provider
Offeror: Mercy Maricopa Integrated Care ADHS13-00002257
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Manual. Additionally, we will encourage providers to promote the Nurse Line with their
members and highlight this service through our member communications (e.g. newsletters,
brochures).
MMIC is developing more creative ways to use the new tools offered through social media
effectively, but responsibly, to reach and collaborate with stakeholder groups and members.
Social media tools can be used to work with stakeholders to build awareness of health plan
programs and services, strengthen relationships with key audiences, improve customer
service, increase website traffic and inspire health and wellness, so long as they are used in
accordance with protocols for review of materials. According to a Pew Research study, half
of adults look online for health information. Young people, Latinos and African Americans
are increasingly likely to use mobile devices to gather information. Social media gives us a
vehicle to interact with members. We want to work with our members to provide pertinent
information to them where and when they need it. As with any communications to members,
we will work with ADHS/DBHS officials for review and approval of social media outreach.
MMIC will offer targeted wellness and prevention programs to help our members achieve
their health and wellness goals related to topics such as drug and alcohol abuse prevention,
smoking cessation, weight management and preventing hospital readmissions. We will
educate members through written communications in the welcome packet and the Member
Handbook and on our website as well as through one-on-one discussions.
We will develop programs and activities to promote the health and well-being of our
members such as targeted Early Periodic Screening, Diagnosis and Treatment (EPSDT) and
immunization activities, prenatal programs and family planning services, and laboratory
services. We will offer our educational programs through toll-free phone numbers, the
Member Handbook, quarterly member newsletters, periodic reminder mailings (such as flu
shot reminders), brochures, Case Manager contacts and via our website, which will offer
links to podcasts and other information provided by national organizations.
Process for identifying members
Member self-identification – MMIC will send materials to all enrolled members (in member
newsletters, the Member Handbook, EPSDT reminders, chronic care newsletters) that
provide detailed information about services available, including health education programs
and care management services.
Offeror: Mercy Maricopa Integrated Care ADHS13-00002257
Attachment 6, Section 11.4, Draft Communications Plan 18
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Provider identification – Our network providers are also key partners in identifying members
who may benefit from care management services. We will educate our providers about the
health education program through numerous written methods, including newsletters, mailings
and the Provider Manual as well as direct communication methods such as site visits, forums
and meetings.
Identification through other internal and external parties – In addition to the above methods,
we may identify members needing health education through referrals from other MMIC
departments or activities. These include prior authorization, concurrent review, member
services, outreach, provider services, and prevention and wellness outreach activities. We
may also identify members through interactions from external sources; e.g., advocacy
groups, schools, community-based organizations, family members and caregivers. Our
Consolidated Outreach and Risk Evaluation (CORE) tool will enable us to identify early in
the intake process those members who will need the most case management by looking at
past claims related to acute care, pharmacy and behavioral health to identify members at high
risk for adverse future health outcomes.
EPSDT health promotion activities
Each new member will receive a Member Handbook that includes information on the EPSDT
program, child health guidelines and tips to keep children healthy. Our member newsletters will
typically include articles about the value of the EPSDT program. We will use our member
services toll-free line to educate members and their families on the EPSDT program during their
brief on-hold waiting periods. We will also include materials on our website for easy reference
regarding services offered to members at no charge.
Our Maternal Child Health/EPSDT Coordinator will mail a variety of age-specific health
materials to inform our members and their families/caregivers about our EPSDT Program. We
will offer 31 bilingual EPSDT mailings for the parent or guardian specific from birth to age 21,
reminding them of well-child checkups, current immunizations that their child should be getting,
along with helpful tips for parents with a child at each particular age range. MMIC’s EPSDT
outreach strategy recognizes the importance of emphasizing and repeating messages about the
value of EPSDT services to members and their families/caregivers. Our strategy will include:
Offeror: Mercy Maricopa Integrated Care ADHS13-00002257
Attachment 6, Section 11.4, Draft Communications Plan 19
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General reminders to members and providers – We will send all EPSDT members and
families/caregivers reminder cards about the need for and value of scheduling well-child
visits and obtaining age-appropriate immunizations as set forth in the EPSDT periodicity
schedule. We will notify providers through their secure web portal.
Targeted follow-up - We will make calls to the family/caregiver of EPSDT age members if
the member is late for an EPSDT appointment. During this call, we will take the proactive
step of scheduling an appointment with the responsible party and the member’s PCP /BH
provider office via a three-way call and arranging transportation.
Community collaboration- We will engage in community-based education at health fairs,
where we disseminate, among other things, EPSDT information and information about our
PCP network.
Our Member Services Department will perform general health promotion activities along with
targeted activities for pregnant members and those of a child-bearing age. Maternity care
information will be included in our
New member welcome letter, which includes steps to take if the member is pregnant
Member Handbook, which includes care guidelines, covered services, and stay healthy tips
when pregnant
Articles in our member newsletters that remind members about the importance of prenatal
care and postpartum follow up, the need for dental care while pregnant (coordination with the
carved out dental vendor is available through member services, care management, peer
support specialists, or provider services), and the importance of folic acid intake while
pregnant
Through maternity care reminders on our member services toll-free line on-hold messaging.
Perinatal care information is also available on our website.
We will disseminate targeted promotional materials to pregnant members or those of child-
bearing age and will include:
For female members 18 to 39 years of age, a brochure encouraging them to initiate a visit
with an Obstetrician/Gynecologist (OB/GYN) within the first trimester of their pregnancy.
For newly identified pregnant women, perinatal outreach materials including information
about signs of preterm labor, anemia, and nutrition and how to contact a Care Manager; and a
Offeror: Mercy Maricopa Integrated Care ADHS13-00002257
Attachment 6, Section 11.4, Draft Communications Plan 20
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“Taking Care of Yourself and Your New Baby” booklet with a letter that provides
information to newly identified pregnant women on the availability of free childbirth classes.
We also provide an informational flyer on the Women, Infant, Children (WIC) program,
including information on what is offered by the program, as well as how to apply.
Text4baby.org link as a resource for pregnant members to receive text messages on their cell
phones for reminders about prenatal care and other important health-related information
After delivery, a “You and Your New Baby” book, which provides tips on maintaining the
good health of newborns. New mothers will also receive a home visit and their new babies an
HRA within 28 days of birth to determine the need for referral to additional services.
Targeted outreach to inform and educate our pregnant members will continue throughout a
woman’s pregnancy and during her postpartum care. Since early identification is key to the
success of our outreach strategies, MMIC will identify pregnant women through several
processes, including external sources such as ED claims, OB/GYN observation admission report,
review of HRA completed by newly enrolled members, review of EPSDT tracking forms,
provider authorization requests for “total OB care,” and members directly contacting MMIC
about a pregnancy.
Once identified, our Maternal Child Health/EPSDT Coordinator will mail letter to the pregnant
member, congratulating her on her pregnancy and encouraging her to make an appointment with
her OB/GYN. This mailing will include the “Taking Care of Yourself and Your New Baby”
booklet.
Provider collaboration and support
MMIC recognizes our providers as important leaders on the team of our wellness and prevention
programs. We value provider input as well as their hard work and leadership in bringing
validation of our programs to each and every member. Based on the specific program and each
member’s unique needs, providers may identify members who are appropriate for a specific
program. They may also encourage members to participate in a specific program and provide
feedback on the member’s success. Educating providers about the programs is critical so that
they can be an effective partner for these activities. We will use multiple methods to inform
providers about our health education programs, including:
Our website and the secure provider web portal
Offeror: Mercy Maricopa Integrated Care ADHS13-00002257
Attachment 6, Section 11.4, Draft Communications Plan 21
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Provider newsletters
Provider relations visits and updates
Interaction with care managers
Offeror: Mercy Maricopa Integrated Care ADHS13-00002257
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Attachment 1: Cultural Competency
MMIC’s Cultural Competency/Health Literacy program promotes cultural competence and
health literacy education practices for staff, providers and members. Our goals center on
providing readily accessible, quality health services in a culturally competent manner to a diverse
membership. The program focuses on identifying opportunities that eliminate cultural and
communication barriers, increase awareness of activities to enhance cultural competence and
health literacy, and meet all federal and State requirements related to Limited English
Proficiency (LETP) and the Americans with Disabilities Act (ADA). This includes members
with limited cognitive functioning.
The knowledge MMIC has developed regarding culture and cultural dynamics is integrated into
every facet of our organization. Staff are trained to effectively utilize the knowledge they gain.
We believe that fully integrating cultural knowledge will affect changes in the way we deliver
healthcare to our members and enhance our ability to serve diverse populations.
To be considered a culturally competent organization, diversity must be prevalent and valued..
MMIC – through its sponsors – has been a leader in delivering high quality, culturally sensitive,
and community-based health care services to members in Arizona. Both of our sponsors Mercy
Care Plan and Maricopa Integrated Health System have decades of experience working with
Medicaid members. It is our standard operating procedure to assure our member educational
information is in an easily understood language and format, at an appropriate reading level. We
will routinely inform our members that translations are available at no cost for non-English
speakers, and we will make interpreters available at no cost. We take into consideration the
special needs of our members, and our materials are available in alternative formats at no costs to
members. The information that these materials are available in other languages and formats will
be provided – in alternative language as well as English – in our member handbook and on our
website.
To help minimize and prevent our members from experiencing delays in access to care due to
language barriers, MMIC will offer interpretive and sign language services at no cost to the
member through a third-party vendor. All member materials will notify members of the
availability of interpreters as well as of assistance for those who may be visually or hearing
impaired. All member communication materials will undergo an extensive evaluation so that
Offeror: Mercy Maricopa Integrated Care ADHS13-00002257
Attachment 6, Section 11.4, Draft Communications Plan 23
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content is appropriate for a population’s reading level and language, with images that are
culturally relevant. Lastly, we will review materials using Flesch-Kincaid to assess ease of
understanding. We will also use bulleted lists when appropriate, shorter sentence structures and
will not include healthcare “jargon.” Our written and verbal communication will explain to the
member technical or unfamiliar terms to assure accuracy and understanding. In addition, we will
use new formats, such as fotonovelas, to present educational information.
MMIC supports providers in delivering cultural competent services by offering training and
educational initiatives on relevant topics. We will reinforce the importance of cultural
competencies and health literacy during provider meetings, in our provider manual, through
educational tools, on our provider-facing website pages and via site visits. Through continuous
monitoring and evaluation of cultural competency practices, we strive to eliminate any
disparities that may hinder the delivery of exemplary services to members. We will employ
interventions, such as provider trainings and the creation of action plans to address any racial or
ethnic disparities identified through member complaints and provider visits.
Developing a Cultural Competency Plan
Cultural competency is a key value of our plan. As part of our program, we have developed an
annually updated Cultural Competency Plan, annual evaluation, policies and procedures, and
ongoing provider, staff, and stakeholder training to provide members with a system of care that
is considerate of their culture, individual preferences and needs. Further, we incorporate cultural
and linguistic principles and practices across every part of our delivery system to employees,
providers and members. We do not just do this because our regulators want us to; we believe in
and are committed to the principle of assuring that every member has access to the care he or she
needs. This cannot be done without effective communications.
Our Cultural Competency Plan describes the goals, policies, and methods we will use to promote
and measure the delivery of services in a culturally responsive and linguistically appropriate
manner. The plan supports Arizona Health Care Cost Containment System (AHCCCS) and
ADHS/DBHS cultural competency and health literacy requirements and incorporates the
standards required by the U.S. Department of Health and Human Services, Office of Minority
Health’s National Standards for Culturally and Linguistically Appropriate Services (CLAS) and
Limited English Proficiency (LEP).
Offeror: Mercy Maricopa Integrated Care ADHS13-00002257
Attachment 6, Section 11.4, Draft Communications Plan 24
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Our plan is founded on three principles of health literacy:
Accuracy. We will present information accurately and in a manner members are able to
understand.
Accessibility. We will use multiple distribution methods, appropriate languages and a
variety of formats to make certain that member materials actually meet our members. Our
Member Advisory Council (MAC) will help to make sure we are on-target.
Enabling action. Our method of communicating with members will be focused on providing
information that can be acted upon to improve health care outcomes.
Specifically, we will weave our plan throughout all of the following areas:
Foundation documents, such as policies, procedures, goals and objectives will reflect a
commitment to cultural competency practices throughout the company.
The people we hire. Individuals from diverse backgrounds are a vital part of our company,
and the composition of our staff reflects the member groups we serve.
Interpretive and sign language services and material will be available for members with LEP.
Hiring and promotional practices and performance evaluations demonstrate our commitment
to building a culturally competent organization.
Clinical programs and guidelines are developed based on knowledge and consideration of
cultural groups.
All programs and procedures will reflect a commitment to managing a culturally competent
service delivery system and workforce.
Training encourages the development and enhancement of cultural competency skills.
Involvement of our members in developing, implementing, and evaluating materials,
practices, and interventions.
Evaluating the Cultural Competency Plan
We will evaluate the Cultural Competency Plan annually and will report result to AHCCCS. We
will measure and evaluate cultural competency practices that identify strengths and weaknesses
to develop an action plan for improvement. The evaluation will offer insight into the strengths,
gaps and needs, allowing us to address improvement opportunities as part of the upcoming
annual plan. We will gather data that determines the health needs of the community through the
Consumer Assessment of Healthcare Providers and Systems (CAHPS) survey as well as
Offeror: Mercy Maricopa Integrated Care ADHS13-00002257
Attachment 6, Section 11.4, Draft Communications Plan 25
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monitoring member grievances and provider feedback to determine that communication,
education and outreach activities are delivered in a culturally competent manner. We will also
measure employee satisfaction in the areas of diversity.
The following are components of the evaluation plan:
Employee self-assessments
Analysis of the effectiveness of our usage of language line and sign language interpretive
service
Review of language indicator data from AHCCCS to evaluate the need to develop materials
in other languages
Provider office availability and accessibility audits to determine if resources are in place,
such as patient materials in other languages and special formats; and to assess if other
accommodations are available as needed and appropriate notifications are made that
interpretive services are available
Evaluations of website content for consistency with information standards, technology and
the standards regarding cultural competency and special needs described earlier
Member and provider satisfaction surveys designed to measure culturally competency-
related questions, such as appointment availability, communication with physicians and
translation needs
Analysis of member grievances to promptly identify and correct any cultural competency
issues
Monitoring of calls to evaluate staff awareness and application of culturally competent
practices and skills
Assessing services in GSA 6
With over two decades of experience serving Arizona populations through its sponsors, MMIC
brings both commitment and a thorough understanding of the unique needs of local, culturally
diverse communities. MMIC will conduct an ongoing assessment of services provided in
Geographic Service Area (GSA) 6 that focuses on culturally competent care delivered in the
network as part of our outreach and programs. We will strive to match the cultural and linguistic
needs of our members to providers in our network.
Offeror: Mercy Maricopa Integrated Care ADHS13-00002257
Attachment 6, Section 11.4, Draft Communications Plan 26
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To assess the effectiveness of our cultural competency efforts, we will analyze provider audits,
member grievances, satisfaction surveys, language line usage, member demographic reports, call
monitoring reports and other information. We will also review monthly ethnic and language
diversity reports to determine if we meet thresholds for translation of member materials. Member
enrollment data and provider information, such as background and languages spoken, can also be
compared and analyzed to identify trends or gaps in meeting the member’s cultural needs.
Training on cultural competent practices
To address the needs of our members, our staff will receive cultural competency training and will
work with our providers to understand differing cultural beliefs involving health and service
delivery.
MMIC will maintain a comprehensive orientation and training program to educate employees on
culturally and linguistically appropriate services to members. We will educate employees on
ethnicity and languages spoken by our members as well as the impact of racial and ethnic
disparity on health outcomes. This critical piece of training will be interactive and employees
will gain knowledge of racial and ethnic disparities to care.
As part of new hire training, employees will complete three modules on health literacy and
cultural competency:
Overview of Health Literacy
Culturally Competent Service
Cultural Competency Resources
Following the first year of service, employees will complete three classes, selecting from a
variety of sources, allowing training customized to meet their needs in relation to their position
and the level of contact they have with culturally diverse members, providers and stakeholders.
In addition, we will provide cultural competency training to our member and provider services
and clinical staff to enhance awareness of cultural and religious practices, racial disparities in
treatment, and strategies for removing cultural and linguistic barriers. These cultural
competency training materials can be easily accessed through training manuals and on our
website.
Training providers
Offeror: Mercy Maricopa Integrated Care ADHS13-00002257
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MMIC providers will receive initial and ongoing training on cultural sensitivity, health literacy
and health care disparities through orientation sessions, the provider materials in manuals,
meetings and the provider section of our website. We will design our education materials using
various forums, including professional trainers, site visits, interactions with clinical staff and
online resources. Understanding how busy our providers can be, we will also offer free training
opportunities through a secure web portal and will offer continuing medical education (CME)
credit. Training will cover topics such as delivering cross-cultural care, and taking into account
member’s cultural perspectives and preferences.
In preparation for this RFP and on behalf of MMIC, Mercy Care Plan (MCP) has participated on
the AHCCCS contractor Cultural Competency Collaboration team (C3) to examine ways to
enhance provider communication with members through education, awareness and outreach. The
team planned and facilitated the design of the annual cultural competency conference that
includes all AHCCCS contractors and health plans. MCP has regularly attended the annual
conference and has sponsored breakfast meetings to bring together a workgroup to address
healthcare disparities through provider education. MCP has also conducted forums to educate
providers in the areas of cultural competency, health literacy and to share any new information.
Providing cultural competency information to members
We will focus on educating members to overcome barriers related to cultural differences. We
will develop materials to help members understand their conditions, how to successfully navigate
services and the importance of asking their health care provider questions. We understand how
cultural differences can affect both the relationship and communication between a member and
provider, and we are constantly listening to our members for their input.
So that member materials are informative, easy-to-read, and visually appealing, our Member
Advisory Council (MAC) will participate in the development and review of member materials.
The MAC will collaborate with our staff to create materials that are easily understood by our
diverse membership. The MAC will also seek member input and feedback on our programs,
quality initiatives, and other education and outreach tools.
Our member information materials are evaluated for cultural sensitivity and health literacy. Our
educational materials will undergo extensive review to evaluate content, quality and reading
level are appropriate and to verify that translation is completed and appropriate for threshold
Offeror: Mercy Maricopa Integrated Care ADHS13-00002257
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languages. Our written materials will notify members of available oral interpretation services
and how they can be requested through our member services.
MMIC will also participate in Arizona community forums and events to engage and educate
members. We will gather feedback and information from members and community stakeholders
regarding the quality of our service delivery system and member satisfaction. We will report this
information to the MAC for recommendations on follow up actions.
Delivering communications using alternative formats
MMIC will comply with federal and state requirements offering interpreter and translation
services to limited English proficiency (LEP) members. Our member services will include
providing bilingual staff to assist LEP members and a TTY line for members who are hearing
impaired. Interpreters will be certified as proficient in the LEP threshold language(s). We will
encourage the use of professional interpreters, rather than family or friends, to best meet the
member’s needs and assure accuracy.
We will provide an interactive Language Line Interpreter Services with over-the-phone
interpreters in 170 languages, 24 hours a day, 7 days a week, at no cost to members or providers.
Based on language preference information received from AHCCCS and utilization information
received from the Language Line Interpreter Service, we can identify members that may have
LEP. Employees will receive training and can readily access information using Language Line
services. We will also train providers on Language Line services as part of their orientation and
ongoing review training. Information on Language Line and how to use these services will also
be included in the provider manual.
Our member services department within customer service operations will have a TTY line for the
hearing impaired and on-site interpreter services will be available as needed. We will provide
Sign Language Interpreters upon request to accompany members as they obtain covered services.
In May of 2011, MMIC’s sponsor, MCP, contracted with A-Z Interpretation Inc., to provide
face-to-face interpretation services that have been extremely beneficial when members and
providers cannot access telephonic services through Language Line Services. We will continue
to recruit, select and retain permanent employees to staff our member services department who
mirror our member demographics, with special emphasis on Spanish-speaking staff.
Examples of cultural competency initiatives
Offeror: Mercy Maricopa Integrated Care ADHS13-00002257
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The following are a few examples of initiatives MMIC’s sponsors MCP and MIHS already have
in place to promote culturally competent services for local communities:
Use of Promotoras and Cultural Health Navigators that provide a cultural link between
healthcare providers and the Hispanic community by guiding members through the process
of accessing care.
Use of fotonovelas and digital stories that facilitate culturally competent education and
empowerment.
Conducting provider forums featuring cultural competency topics on our website and in
provider newsletter articles.
Opening the Refugee Women’s Health Clinic to offer a culturally-grounded, patient-centered
medical home. The clinic is one of only two in the nation and has served more than 1,000
refugee women from 28 countries.
MMIC will continue and expand on these initiatives. Our sponsors combined have conducted
over 400 educational outreach events each year, including sponsored events held by community
partners. Through Family Learning Centers, daily community programs are provided and
several events have been held throughout the year at the Refugee Women’s Health Center. We
will collect outcomes data from events such as these including the purpose of the event,
education/services provided, type and number of informational materials distributed and the
contact information for individuals requesting follow up or referrals for service.
Additionally, in 2011 MMIC’s sponsors – MCP and MIHS – had staff donate more than 8,500
volunteer hours, the equivalent of nearly a full year of 24-hour days of volunteer time, to
organizations such as the Special Olympics, the National Alliance on Mental Illness (NAMI),
and Save the Family and the Southwest Autism Research and Resource Center (SARRC). Our
sponsors conducted five collections drives of items for those who need assistance, gathering
more than 7,000 items such as socks, shoelaces, school supplies, blankets, shoes, water and food
items.
Offeror: Mercy Maricopa Integrated Care ADHS13-00002257
Attachment 6, Section 11.4, Draft Communications Plan 30
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Attachment 2 – Website
MMIC will offer members and providers easy access to accurate, up-to-date information on a
website that is both user-friendly and easy to navigate, building on the website experience that
Mercy Care Plan has gained in communicating with the 342,000 Maricopa County Medicaid
members it serves. We will give our members and providers unlimited, immediate, convenient
and no-cost access to information that is compliant with Health Insurance Portability and
Accountability Act (HIPAA) privacy and security requirements. Our website also is compliant
with Section 508 of the Americans with Disabilities Act (ADA) and meets all standards the ADA
sets for people with visual impairments and disabilities. In addition, the site is translated into
Spanish, with timely translations of all new material added. Furthermore, we do not use
proprietary items that would require a specific browser.
Our public site will include, at a minimum, the following:
Member benefits
The most current version of the Member Handbook and the provider directory, including a
hyperlink to the ADHS/DBHS provider manual
Telephone contact information, including a crisis hotline and a toll-free member services
number prominently displayed and information on accessing the Telecommunications Device
for the Deaf (TDD)
A provider search function by location, specialty and language spoken
Information advising the member on how to obtain member materials translated to another
language or for special assistance, in alternative formats
EPSDT information
General member services information
Information for providers with contact information, claims submittal information, prior
authorization instructions and a toll-free telephone number
Information on how to file grievances and appeals
Instructions on reporting suspect fraud and abuse
The HIPAA Notice of Privacy Practices
Member newsletters
Offeror: Mercy Maricopa Integrated Care ADHS13-00002257
Attachment 6, Section 11.4, Draft Communications Plan 31
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Availability of language interpretive services for members with Limited English Proficiency
(LEP)
Links to public health initiatives
Provider newsletters
Policies and Procedures (P&Ps) dictate that our website and portal will comply with applicable
provisions of the Americans with Disabilities Act, as well as ACOM’s policy (405) concerning
cultural competency. In addition, any information included therein that is not specifically
identified by ACOM policy, but directly related to members or potential members, will first be
submitted to the Division of Health Care Management for prior approval. We will submit, by
November 15th of each year, an Annual Website Certification form (ACOM 404, Attachment B)
verifying that all required information is current and available.
MMIC’s goal for the proposed website is to leverage the latest technology and communication
tools to engage, inform and positively impact the outcomes achieved for our members by our
providers.
Via public pages on the provider area of the website, we will provide extensive information and
resources that will offer value to the provider community. These include provider handbooks,
which contain policies and procedures as well as utilization management and clinical practice
guidelines. In addition, the public pages will provide links to relevant research articles,
educational information on best practices, behavioral health news, and Centers for Medicare and
Medicare Services (CMS) and Substance Abuse Mental Health Services Administration
(SAMHSA) bulletin notices. Constantly updated, these notices will serve as a timely
communication tool to inform providers of any changes that may affect them.
There also will be information about fraud, waste and abuse, medical necessity criteria,
upcoming community events, links to clinical best practice guidelines and a cultural competency
toolkit.
MMIC’s web-based provider connectivity solution will conduct secured transactions and
exchange of data through the Internet. For claims inquiry information and the transfer of
protected health information (PHI), this tool will adhere to the national standards for the security
according to the HIPAA Security Rule.
Offeror: Mercy Maricopa Integrated Care ADHS13-00002257
Attachment 6, Section 11.4, Draft Communications Plan 32
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Our provider connectivity solution will improve efficiency by allowing contracted providers as
well as appropriate subcontractors, to view claims information and to communicate with MMIC
via a web interface. This process will reduce duplicate data entry, limit unnecessary phone
communication between affiliate providers, and save MMIC resources for functions that deliver
the highest value to our customers.
The provider portal will allow authorized providers to access eligibility and benefit information,
request or check clinical authorizations, submit or check status of claims, view claims summary,
update and submit clinical information, and conduct other functions or transactions over the
Internet.
Characteristics of easy navigation of MMIC shall be incorporated and will include but not
limited to the following:
Drop-down menus
Application-specific toolbars
Auto population of persistent data
Direct links to help, reference information, manuals and documentation
Short-cut and function key functionality
Mouse-over captions for all icons and data elements
Navigation menus, fields, and page tabs
Auto skips from field to field so that the cursor moves automatically to the next field as soon
as the last character in the previous field is completely filled
“Forward” and “Back” navigation
Offeror: Mercy Maricopa Integrated Care ADHS13-00002257
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