The HUSKY Health Program. HUSKY Health Program and Charter Oak Health Plan. Welcome Letter Information. Welcome Letters and Identification Cards

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1 HUSKY Health Program & Charter Oak Health Plan Covering Connecticut s Kids and Families February 29, 2012 The HUSKY Health Program and Charter Oak Health Plan As of January 1, 2012, all DSS medical assistance clients receive services through the single, statewide HUSKY Health & Charter Oak administrative services organization (ASO) DSS has chosen Community Health Network of Connecticut, Inc. to be the administrative services organization for the new HUSKY Health Program and Charter Oak Health Plan Providers must be part of the CMAP network The HUSKY name and the services that were previously available to managed care members have been expanded to Medicaid/FFS clients 1 2 Welcome Letters and Identification Cards Welcome letters and Identification Cards were mailed out between January 27 th and February 3 rd to all HUSKY Health members Charter Oak members received welcome letters only. Identification cards to be mailed out soon by the Department of Social Services Welcome Letter Information The welcome letter explained: Covered services Member Services and the Call Center Nurse Advice Line Help finding a provider Person Centered Medical Home/Primary Care Providers Intensive Care Management Accessing other services such as Dental, Behavioral Health, Pharmacy and Transportation Benefits 3 4 1

2 Community Forums Community Forums were held in December of 2011 and February of 2012 Who attended the forums: Members; Advocates; and Staff from provider offices who perform outreach Information covered at the forums includes: What is an ASO? What has changed and what hasn t changed; Who is part of the new HUSKY Health program and Charter Oak Health Plan; Call Center, Intensive Care Management and Person Centered Medical Home discussion; Website Updates; Welcome Letter and ID Cards; and How to determine if your provider is in the CMAP Provider Network 5 Community Forums Where we have been! In December, five forums were held in the following towns : New Britain West Haven New London Hartford Stamford A total of 82 attended these initial forums. The majority of the attendees were members who wanted to learn more about the upcoming changes in the program. 6 Community Forums Where we have been! In February, eight forums were held in the following towns: Waterbury Hartford Enfield Putnam New Haven Windham Torrington Danbury At these forums, there were 230 attendees. Attendance was higher due to notification to members of the forums in their welcome letters. 7 Feedback from Community Forums Surveys are included as part of every forum feedback is important! Attendees can request a call back from the ASO for follow up on any question they may have. All requests for information were taken back to the ASO and the attendee contacted and inquiry resolved. Overall, feedback was very favorable on the forums. Many questions on the participation status of providers and how to locate specialists. The presentation was also updated based on feedback and questions presented at the forum. 8 2

3 Member Services Member Services Call Center is open 9 a.m. to 7 p.m. Monday through Friday Phone number is: Trained representatives available to help answer any question you might have Escalation Unit to help with the more complex issues Member Services Call Received Month January February HUSKY Calls 18,140 24,806 Charter Oak Calls 1,520 1,839 Provider Calls Totals 20,596 26, Member Services Translation Services The HUSKY Health Program and Charter Oak Health Plan provides members with translation services which include: Face to Face Interpretation Services at health care appointments Telephonic Interpretations Sign Language and TDD/TTY Access Services for the hearing impaired Braille services for Members with Visual Disability Provider Relations Provider Relation Representatives help to inform and assist providers Provider Relations is also recruiting in order to expand access in the CMAP network. There are 5 representatives each serving one of the 5 regions in the state. Representatives are on the road at least three days a week to meet with providers

4 Provider Relations Provider Forums and Webinars Date Forum Webinar/Telephone Conference November Hospital Forum December Provider Forums 3 Webinars January Webinars February Provider Forums 2 Webinars March Provider Forums 3 Webinars (tentative) Person Centered Medical Home The PCMH has gone through a rigorous review process and is certified as a PCMH and is committed to providing you with services to help you with your health care. What does this mean? It is a primary care provider and his team dedicated to taking care of you as a whole person Offers extended hours, such as evenings or weekends Helps to coordinate your care with other providers Totals HUSKY Health Website Charter Oak Health Plan Website

5 Member Website Member Website April 2012 The following will be available items on the Member Website within the secure member portal: Secure member registration Secure member sign on Ability to view demographic information and coverage information Ability to change a PCP and indicate why you are leaving current PCP Thank You! 19 5