EOHHS Virtual Gateway: MTF Updates

Commonwealth
of Massachusetts
EOHHS Virtual
Gateway:
Executive Office of Health and Human Services
MTF Updates
Commonwealth of Massachusetts
April2010
April 2012
EOHHS Virtual Gateway
Document Status in MAP
New!
New My Account Page “Document List”
• MAP users now see when documents sent to MassHealth
during the past 18 months for a household were received, and
whether they have been processed.
• Contains document information, not copies of actual
documents themselves.
• “Envelope Category” and “Document Category” is for internal
purposes only. Please disregard.
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EOHHS Virtual Gateway
Document Status in MAP
New!
Multiple Documents in One Mailing or Fax
• If multiple documents were sent in one fax or mailing: You
will not see all of those documents in the list:
You will only see the name, randomly selected, of one
of the documents.
So, it’s a good idea to check the list first for a “Date
Received” around the time you think it was sent in,
rather than first checking by “Document Type.”
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EOHHS Virtual Gateway
Document Status in MAP
New!
Social Security Number
• For a document name to display, document must include
Social Security Number (SSN) that matches the SSN of the
household member that the document is about.
• So, all mailed or faxed documents need to have the applicable
individual’s SSN on it for it to be shown.
Example: If a birth certificate for a spouse were mailed or faxed
(alone, with no other documents), it must have SSN for that
spouse on that document for it to be displayed in the MAP list.
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EOHHS Virtual Gateway
Head of household
(individual who
signed the
application and is
currently receiving
benefits) can
register / log into
member-facing My
Account Page
Heads of
household can
also now see
the new
document list!
EOHHS Virtual Gateway
Member-Facing MAP & Change Form:
• Almost 100,000
Head of
Household users!
• Almost 100,000
searches have
been performed by
Health Assistance
members!
• 5,293 Change
Forms have been
submitted by
members!
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EOHHS Virtual Gateway
Poster and Flyer
• Download,
photocopy, and
distribute flyer to
your clients and
patients!
• Order free flyers
and posters: Call
1-800-841-2900.
Press “1” then “8”
at the prompts.
http://www.mass.gov/Eeohhs2/docs/masshealth/provider_services
/forms/map-flyer.pdf
EOHHS Virtual Gateway
24 - 7 Phone Service
EOHHS Virtual Gateway
Incomplete Application Lists
Tip:
Check Your VG “Incomplete Application” Lists Regularly
Incomplete applications for <Your
Organization>
• These are applications begun
by you or your organization
but “suspended” without being
submitted to MassHealth
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EOHHS Virtual Gateway
Incomplete Application Lists
Incomplete applications can be displayed by the user who entered it or
by the organization where the application was entered
Click
application
number to
open
incomplete
application
EOHHS Virtual Gateway
Incomplete Application Lists
Why check
VG “Incomplete Application” lists regularly?
• Occasionally, VG users become so busy, they “suspend” a VG
application, forget to come back to it, send verifications and signed
signature pages to MassHealth, and assume their date of service is
covered.
• However, please remember: The “date of application” is the date
MassHealth electronically receives the VG application.
• The longer an application is kept in “suspense”, the less likely the
applicant will receive appropriate coverage for the applicable date of
service. This affects both your facility as well as the applicant.
Incomplete applications for <Your
Organization>
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EOHHS Virtual Gateway
Incomplete Application Lists
Search for specific applications having “Status” of “Incomplete”
EOHHS Virtual Gateway
Incomplete Application Lists
Run reports (on screen) containing all “Incomplete”
applications for a specific period of time
EOHHS Virtual Gateway
Which Fax Cover Sheet to Use?
Tip: Fax/Mail Cover Sheets
• Be sure to refer to Fax/Mail Desk
Guide for which cover sheet and
address/fax number to use.
• Use VG-generated cover sheet
when your organization submits
a VG application and it is
pending its intake (initial)
determination.
• CPU has noticed that some
organizations are using the
generic cover sheet when the
VG-generated cover sheet
should have been used.
www.mass.gov/eohhs/docs/
masshealth/providerservices/mfcs-guide.pdf
Thank you!
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EOHHS Virtual Gateway
Need Your Help
Tip: VG-Generated Fax/Mail Cover Sheet
• Please write on VG-generated
cover sheet your organization’s
name, sender and phone
number.
• Why? If you forget to click VG
“Submit” button, but you fax
MassHealth documents using
the VG cover sheet, we cannot
determine who sent them, to
notify you that the application
was never submitted.
Fax: 617-887-8799
Organization name,
Sender, Phone No.
• Valuable time can be lost if we
cannot contact you / your
organization.
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EOHHS Virtual Gateway
Need Your Help
More Tips: Fax Cover Sheets
• Be sure to indicate the
actual number of pages
you are faxing on the cover
sheet – this affects the
scanning process.
• Also, please be sure NOT
to fax signature pages they MUST be mailed with
the cover sheet.
www.mass.gov/eohhs/docs/
masshealth/providerservices/mfcs-guide.pdf
Thank you!
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EOHHS Virtual Gateway
Quality Assurance – Request
Reminder: Application Integrity – Request
Suggested VG User Policy Going Forward:
General MEC Policy:
Staff not allowed to look into or process case either for themselves, family member and/or friends.
• If the application is for:
§ the staff person, they must bring it to a manager for processing.
§ a family member, friend and/or someone that they know, bring to supervisor
• If worker comes across application while processing their assigned work they must forward to a
supervisor manager.
• If family member/friend contacts them, they should direct the family member/friend to follow the
normal procedure. However, if worker brings it to a manager, MEC will process but not talk to the
staff person about the case.
• If managers receive inquiry from someone they know, they must pass that inquiry down to a
supervisor or staff, who will follow up with person.
CST Policy:
• CST employees who receive or are applying for medical benefits through the Commonwealth must
not access their own case. Employees should contact their supervisors for assistance.
• Accessing and/or altering confidential info belonging to a friend, family member, associate, or
anyone else with whom the employee has an established relationship is subject to disciplinary
action.
EOHHS Virtual Gateway
Questions?
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