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Care Coordination Monthly Webinar

November 20, 2019

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Agenda

• Introductions (2:00-2:05)

• Member Portal (2:05-2:20)

• Member Self-Management Tools (2:20-2:35)

• Care Management Survey Results (2:35-2:40)

• HEDIS - Flu Shot (2:40-2:45)

• Announcements (2:45-2:50)

• 2020 Webinars (2:50-2:55)

• Questions and Survey (2:55-3:00)

Member Portal User GuideSarah Schutz

Market AnalystEvolent Health

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Updated November 2019

CountyCare has a secure member portal where you can:

❑ Change your PCP

❑ Print a temporary ID card

❑ Send and receive secure messages to/from CountyCare through our secure messaging system

❑ Get personalized health information

❑ View your care plan if you have one

CountyCare Member Portal - Overview

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For New Users

In order to sign up for our secure member portal, go to http://www.countycare.com/members/portal.

From here, you will be able to set up your portal account. All you need is your member ID number,

which is found on your CountyCare member ID card.

Create New Account-Self Registrationhttp://www.countycare.com/members/portal

1. Click on “Don’t have a Member Account? Register here.

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Create New Account-Self Registration

Please Note:

To continue with the self-registration process you will need to agree with the

statement supplied. Scroll all the way down to the bottom of the screen, select

“Yes, I agree with the statement” then click “Next.”

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Create New Account-Self RegistrationPlease enter information in all fields then click “Next”

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Please Note:

You can find your Medicaid ID # on your CountyCare member ID card.

Create New Account-Self Registration

Please enter information in all fields then click “Submit”

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Member Portal Log In Page

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1. Enter Your “Username”

2. Enter your “Password”

3. Click “Log In”

4. If you forgot your username or password, click “Forgot?” and enter email address to obtain further instructions

http://www.countycare.com/members/portal

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Member Portal Home Page

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View Your Portal Account Details

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View and update your portal account details by clicking “My Profile” on the menu bar

1. Click on “Member Info” in the dropdown box to view all the basic information CountyCare has on file for you

2. Click on “Portal Account” to update your email address or change your portal password

Moved? Changed your phone number? Keep your CountyCare profile current so you can receive important updates about your coverage.

Find a Provider

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Use our Find a Provider pages to view CountyCare’s large network of providers that you can choose from

Do you need help finding a doctor or medical facility? Click here for tips to help you choose a doctor that will meet your health needs.

Claims Information

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View prior authorization requests and your healthcare claims by clicking “Claims” on the menu bar

1. Some services require approval from us. This is called "Prior Authorization" or PA. Your doctor will contact CountyCare if you need PA for a service. Below you can search on the status of any PA requests that your provider has made for you

2. Search claims for healthcare services you have received by entering the service date and click “Search”

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Make a Request

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Click “Make a Request” on the menu bar for the following:

1. Click “Change PCP” Change your personal doctor. This doctor is your assigned PCP or Primary Care Physician. A PCP change requested will be effective the 1st of the following month. For example, change requests received January 1st – 31st are effective February 1st.

2. Click “Request a New ID card” if you have misplaced the card that came with your welcome packet. Please check your ID card to make sure the information is correct. Always carry your CountyCare card with you and show it every time you get care. You may have problems getting care or prescriptions if you do not have your ID card with you. If you have other health coverage cards, bring them with you too.

3. Click “Print Temporary ID card” if you have a healthcare appointment and have not yet received your new ID card.

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Change PCP

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To change your assigned Primary Care Physician (PCP)

1. Click the Magnifying Glass icon to search for a doctor then click select

2. Enter today’s date in “Provider Effective Date.” Any changes to your PCP will be effective on the 1st day of the next month

3. For “Existing Patient Status” click Established Patient if you have been a CountyCare member. If you are a new member within the last 90 days click Not Established Patient

4. Click “Review” and verify the change to your PCP then click “Submit”

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Request New ID Card

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To Request a New ID Card

1. Click “Preview” to review the information and print your temporary ID card

2. Click “Review” to verify your request then click “Submit”

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Contact CountyCare

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To send secure messages to CountyCare

1. Click “Message Center” on the menu bar then “Contact CountyCare” from the dropdown box

2. Select Message Type from the drop down. Options are: • Authorization inquiry• Claim status inquiry• Eligibility inquiry• General question

3. Type a description of your inquiry and your contact information in the provided text box.

4. Click “Submit”

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View Your Care Plan

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If you have a Care Plan and would like to view it:

1. Click “Document List” on the menu bar

2. Select “Care Plan” under File Detail Category

3. Click “Search”

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Thank you for choosing CountyCare! We are here to help

Please call Member Services for assistance: 312-864-8200

And visit our website at http://www.countycare.com/members/resources

For More Information

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Questions

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Member Self Management Tools

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Maeve Dixon

CountyCare

http://www.countycare.com/health-wellness

Why Do We Have Member Self-Management Tools?

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Member agency

Independent access

Interactive tools

General Health Assessment

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Disclaimer: These assessments do not replace the initial

health risk screen or the annual health risk assessment.

General Health Assessment

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To P

rep

are

(Op

tio

nal

) • Total Cholesterol

• HDL Cholesterol

• Blood Pressure Numbers

Top

ics

Co

vere

d • Demographics

• Vision and Dental

• Diet and Exercise

• Sleep

• Stress, Depression, and Support System

• Alcohol Use

• Work

• BMI

• Family Health History

• Women’s Health

General Health Assessment -Results

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RED

YELLOW

GREEN

General Health Assessment -Results

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• Click on a blue hyperlink

for an overview of the

health issue

• Member can share

results with Care

Coordinator

Lifestyle and Condition Assessments

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Lifestyle and Condition Assessments -Overview

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• Symptoms

• Risks

• Disease Management

• Resources

• Ability to save and

share results

Fitness and Health Calculators

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Example: Calorie Burner Calculator

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Recipes for Health

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Recipes for Health

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Health Topic Brochures

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Health Topic Brochures

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Questions

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HEDIS MeasureFlu Vaccine

Laurel ChaddePerformance Improvement Project Analyst

CountyCare

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Spotlight HEDIS Measure: Flu Vaccination for Adults (FVA)

• The percentage of Medicaid members 18–64 years of age who received an influenza vaccination between July 1 of the measurement year and the date when the *CAHPS 5.0H survey was completed

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• FVA decreased from the 90th percentile in CY2017 to the 60th

percentile in CY2018

• HY2020/CY2019 GOAL: 80th percentile

*CAHPS survey conducted Mar – May of the measurement

year

How can care coordinators help?• Encourage members to get vaccinated at every member

contact

• Educate members on the efficacy and safety of the flu vaccine and risks to personal health and to others if they are not vaccinated

• Let members know about all locations within the community where they can get a flu shot

• Inform members vaccinations are free – all they need to present is their CountyCare ID card

• Assist members with using the CountyCare transportation benefits to get to medical appointments if necessary

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Flu Vaccine Education Resources

• https://www.cdc.gov/flu/resource-center/freeresources/print/index.htm

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Annual Care Coordination Survey2019

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Annual Care Coordination Survey

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Survey mailed to 3657

members10 Questions

165 responses received

4.5% response rate

Annual Care Coordination Survey - Results

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Overall Satisfaction with CM Program

n=162

96% very satisfied or

satisfied

4% dissatisfied or very

dissatisfied

Care Management Complaints

n=40

43% related to access to Care

Manager

47% related to dissatisfaction

with Care Manager

10% related to timeliness of Care

Management services

Over 90% of respondents strongly agreed or agreed with

each of the ten questions

Over 70% of respondents reported receiving help with a medical condition or

visit

Member Voices

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“Could not ask for a more

polite, kind and helpful care

manager, I am very thankful

and appreciative of her and

her help.”

“I can’t say enough she is

wonderful helps me with

everything I needed and

she listen to my problems.

Thank you Errin”

“I strongly believe that my

care manager is an

excellent manager

devoted to her job and

that's what makes the

difference.”

“I related well with my care

management nurse. She was very

caring and was concerned about

my well being. Thank you Nurse

Kerr!”

“My care manager is truly my

savior. I've told her many times

how much I'm grateful to have

she is number 1 and still is

helping in many way. Thank you

Hannah :)”

Announcements

• $15 Reward for Health Risk Screen

– Members do not need to call to receive

– Can take up to 90 days to receive on rewards card

– Member can download app or call number on back of card to check balance

• Car Seats

– Catching up from backlog

– May take up to 30 days to receive

• Cold Weather Resources– http://www.countycare.com/Media/Default/pdf/CountyCare_Warmin

g_Centers-012919.pdf

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The next Care Coordination Webinar will be Wednesday, January 22, 2020

Thank you!

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2020 Care Coordinator Webinars

Month Main TopicCommunity

SpotlightHEDIS

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High Cost High Risk

High Volume

Through Care Coordination:

-Improve Quality

-Improve Outcomes

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Survey and Questions

Thank You!

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