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Cross Trained Staff-Processing Expectations

PROCESSING EXPECTATIONS FOR MEDES and FAMIS CROSS-TRAINED Staff

Directive #

  1. Cross-Trained (FAMIS/MEDES) Customer Service Center (CSC) BPTs are to process MAGI applications for 1 hour every day.
    1. This includes all CSC BPTS (not RC staff) that primarily work in FAMIS, whether their primary mission is phones or processing, AND staff that work the dialer/provide support to the phones
  2. All Cross-Trained (FAMIS/MEDES) staff are to work each case in both systems when they pull a task or answer a phone call.
    1. Staff working phone calls should also work the MEDES case if the customer needs it updated.  Staff should no longer instruct the customer to call the MEDES help line.
    2. After reviewing the case, staff should determine how a reported change or verification will affect all cases and update each case in both systems when applicable. Utilizing First Contact Resolution, staff should search Current™ for other waiting tasks and the electronic file to address all needed actions.
      • Staff not yet working independently in both systems, will continue to work tasks for which they are trained and will not be expected to work both systems until they can work independently in both.

 

Supervisors/PC #

  1. Updating BPT’s Mission Planning
    1. BPT’s primary mission is phones and they work overtime:
      • Set their mission in Mission Planning to the appropriate overtime mission.
      • If MAGI cases still need read, set mission to Overtime NL FAMIS.
      • If MAGI cases do not need read, set mission to Overtime NL Cross-Trained
    2. BPT’s primary mission is phones and they do not work overtime:
      • Set their mission in Mission Planning to, Overtime NL APP MAGI
  2. Override in Current
    1. BPT’s primary mission is processing:
      • Set override daily for their processing time as, NL APP MAGI
      • Cancel the NL MAGI APP override in Current after the processing time is over for each BPT that had an override entered.

 

BPTs Working MAGI Apps (during 1 hour processing time):
 #

  1. Go “Off Queue” in Genesys and set status as Busy: Processing
  2. Hit “Get Next” in Current to obtain a MAGI application to process. If application takes 30 minutes or less to work, hit “Get Next” again to obtain another MAGI application to process. You may not always use the entire hour when processing or could take longer.
    1. Example: BPT finishes 1 application in 45 minutes. You do not have enough time to start another and complete it, so you will return to the phone having used only 45 minutes.
  3. If the MAGI application you are processing cannot be completed within the hour allotted, reach out to a supervisor providing the status of the application. This would include where you are in the application process and an estimate of how much longer it will take to finish. This will be up to the individual on how they will handle these.


BPTs Processing that do not include an Interview: #

Customer Service Centers (Resource Centers/Processing Centers):
 #

  1. FAMIS Only Verification/Changes
    1. Appointment and Walk-In:
      • Staff should process the verification/change at the time of the visit.
      • Staff should educate the client on their options per  Customer Education SOP.
    2. Pulling a task in Current™:
      • Staff should work the task, then search for any additional tasks already in Current™ to be assigned and add and claim new tasks to bundle all tasks that are available to work. Complete and mark all tasks with the appropriate outcome.
  2. FAMIS and MEDES Verification/Changes
    1. Appointment and Walk-In:
      • Staff should process the verification/change in FAMIS and MEDES at the time of the visit.
      • Staff should educate the client on their options per Customer Education SOP.
      • Staff not trained in MEDES should inform client of their options (call, report changes online, have a MEDES Current™ task submitted).
        • Online applications and changes can be submitted at mydss.mo.gov
        • For clients who choose to call, staff should inform them which phone number to contact:
          • To apply:
          • Call 855-373-9994 (Note: clients can also go online to apply at mydss.mo.gov).
      • To report changes or have verification processed:
          • Call 855-373-4636
          • Choose options for MO HealthNet. The full IVR flow can be found here.
      • For MEDES Inquiries, staff should submit a task in Current™. 
    2. Pulling a task in Current™:
      • Staff trained in FAMIS and MEDES, will work the case that the task is for (FAMIS or MEDES). Staff will then search for any additional tasks for the other program already in Current™ to be assigned and add and claim new tasks to bundle all tasks that are available to work. Complete and mark all tasks with the appropriate outcome.
      • Staff not trained in FAMIS and MEDES, will continue to work tasks for which they are trained and will not be expected to work both systems until they can work independently in both.

Phone Interaction:
 #

  1. Interview Due:

    1. For SNAP/ and SNAP/COMBO interviews, transfer to the Application/Interview (855-823-4980) line as appropriate. See Transferring between Tiers SOP for more information about what to do when the queue is full. Application/Interview team will complete the interview and update the MEDES case as needed.
    2. NOTE: All staff answering the phone should be making address and phone number changes in MEDES and FAMIS as appropriate.
    3. For Child Care interviews, transfer to the Child Care Subsidy line (573-415-8605) line.
  2. FAMIS and MEDES Verification/Changes
    1. Complete changes/verification in both FAMIS and MEDES per existing policy.
  3. Annual Renewals
    1. MHABD annual renewal phone calls that have an active SNAP case, excluding those that have specialty coverage (HCB, BP/SAB, or Vendor) will be routed to FSD call center.
      • For specialty coverage types, staff on the phones can follow current hand off procedures.
      • When completing the annual renewal over the phone, staff must review the MHN application Rights and Responsibilities in its entirety. Staff should follow current commenting procedures for phone calls (including tier, time of call and subject of call in the comment label, etc.) and include in the case notes that the Rights and Responsibilities were covered.
    2. MAGI annual renewal calls will automatically be routed to the contractor via the IVR. If the call gets to an FSD employee, it can be transferred to the contractor.
  4. TA Hand Offs
    1. Diversion
    2. TA Extension Requests
    3. TA Exemption Requests
    4. Good Cause
      • NOTE: The verification should be complete and accessible in the ECM
  5. eMMIS Updates
    1. eMMIS Portal:https://emmis.momed.com/medicaid/entry to check customer’s address before sending a new MO HealthNet Card. See MO HealthNet Card Replacement (MREP) Guide for more information.

Chat Interaction:
 #

  1. FAMIS Only Verification/Changes
    1. Complete changes/process verification per existing policy
  2. FAMIS and MEDES Verification/Changes
    1. All staff should be making address and phone number changes in MEDES and FAMIS as appropriate without referring to AHS.
    2. Staff trained in both FAMIS and MEDES should complete all changes/verifications per existing policy.
    3. Staff not trained in MEDES should complete FAMIS changes/verification then advise clients to call 855-373-4636 and to choose the Medicaid/Mo HealthNet options and choose the options to report changes to get them to the right place. Staff can use the IVR Flow document located here for more information.
    4. Chat staff should follow Phone interactions guidance for TA and eMMIS update procedures above.
  3. Annual Renewals
    1. Chat staff can process annual renewals for MHABD and MAGI if a signed review has been received.
    2. Chat staff cannot process an annual renewal without a signed review form.
    3. For staff not trained in MEDES to process MAGI Annual Renewals, chat staff should provide the client with their options for completing the review (create a benefits portal account and complete online, go to their local resource center, call 855-373-4636 and choose the MO HealthNet options).
  4. Child Care
    1. Refer to Child Care Inquiries SOP
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