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How We are Serving You
MedicaidBeneficiary Education
Kimbra D. Butler, MPH Manager, Beneficiary Education
kbutler@afmc.org
Monthly beneficiary education sessions
• Newly enrolled Medicaid beneficiaries
• Statewide
• Same location and time
Arkansas Medicaid Beneficiary Education
Registration
• By phone
• Online at www.afmc.org/ARBeneED
• Attendees are registered for a chance to win a $25 gift card
Goals
Educate new Medicaid enrollees on:• Benefits• Other services • Rights and responsibilities• Provide assistance with
selecting a primary care physician (PCP) through ConnectCare
• Answer Medicaid-related questions
Learning about Medicaid
• Overview of Medicaid• Importance of having a medical home• Emergency room utilization• Copayments and billing• Explanation of benefits• Transportation• Non-Emergency Transportation Program• Ambulance services• Beneficiary Grievance Line• Beneficiary rights and responsibilities
Promotion and Resources
Medicaid Non-Emergency Transportation
(NET)
Karen S. Hisel. RNManager, NET
khisel@afmc.org
• 2,170,633 NET trips taken
• 3.85% utilize NET services
SFY 2016 Stats
Upcoming Changes
• In July 2017, geographic regions will change
• Only the beneficiary may schedule NET services
• If unable, they must authorize a representative
• Representative cannot be a health care provider
NET Helpline1-888-987-1200, option 1
New Regions
Arkansas WorksExtension of Transportation Services
(EOTS)
• Limitation of 8 trips/legs per calendar year
• May request extension of benefits through EOTS
EOTS Helpline 1-844-223-0293
• Tools
• Brochures
• Posters
• General NET information
Visit afmc.org for
Beneficiary Relations Service CenterAssisting Arkansans
Amy BryantManager, Beneficiary Relations Service Center
abryant@afmc.org
• Service• DCO overflow• Medicaid complaint line• Linking
SFY 2017 Additional FunctionsState’s client assistance lines:• Medicaid general• Medicaid claims• ARKids
2016
• Medicaid cards• Policy education• Access state systems • Linking Medicaid records• Receive and maintain beneficiary information• Beneficiary coverage and benefits• Assist stakeholders’ with requests• Onsite Spanish interpreters
Service Center Offers Assistance With:
Jan. 1, 2016 – Oct. 31, 2016
• 55 employees
• 172,198 calls received
• 33,081 links completed
Service Center Stats
Grievance3422
Service Center48450
DCO19780
Client Assistance90598
Spanish9948
172,198 CALLS RECEIVED
Service Center
Tier 1 and Tier 2 assistance
• Tier 1: basic calls
• Tier 2: escalated calls
Contact information
• Monday-Friday– 1-888-987-1200, option 3 (8 a.m.-5 p.m.)
– 1-855-372-1084, option 1, option 2 (7 a.m.-7 p.m.)
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