ABE Manage My Case ABE Manage My Case
ABE Manage My Case
ABE Manage My Case Portal Updating Case Information and Managing Accounts In Phase 2 customers will be able to login to their accounts and: • Check Benefits • Report Changes • Change Benefit Status • Renew Benefits • Cancel Case • Manage Account Preferences • Ask Questions/Email the FCRC • Receive Notices • Start an Appeal • Upload Verification Documents 2
ABE Manage My Case Portal – Clients Need to… Client/Authorized Reps Must: 1. Have an ABE User ID and Password that meets the enhanced password requirements. • If client has a User ID and PW, they will be prompted to update the PW and secret questions to meet new security requirements: • 8 characters from at least 3 of 4 categories: Uppercase, lowercase, numbers, special characters • Cannot contain user’s Account or name and must change every 6 months • If client doesn’t have a User ID and PW, they will need to create one. 2. Link their login information to their case information in order to access MMC 3. Go through Identity Proofing (federal requirement) after linking their case. The service is through Experian. Clients can submit applications without completing identity proofing, but will not be able to see electronic verification results or access MMC. Authorized Reps will need to answer the ID proofing questions as the client – not themselves.
Enter existing ABE user ID and Password or create a new ABE User ID and Password 5
‘Linking’ an ABE Account to Case Information • Any customer can use MMC, whether they applied through ABE or not. Clients will need an ABE user name and password. When client logs-in to ABE and clicks Manage My Case from the ABE homepage for the first time, they will be asked to Link their Account. • In order to link an ABE account to a case, there must be a case in the system. That means that someone new to Medicaid will need to wait to do this until after a caseworker registers the application. They do NOT have to wait until the application is processed, just until there is a case number and ID in the Integrated Eligibility System (IES). This should happen within a couple of days. 6
How to Link a Customer Account Customers enter their date of birth and their Individual ID or SSN – Identity Proofing occurs
ABE Identity Proofing – Types of Questions After an ABE application or a case linking request is submitted, ABE will access the third-party identity proofing service, Experian, and display a set of multiple choice questions that only the customer would know the answer to, things like past addresses, family members names, etc. 8
ABE Identity Proofing - Verification If the ID Proofing service is able to use the customer’s answers to verify identity, applicants see the information that ABE was able to verify electronically, or their case will be linked and they will see the MMC homepage. If the customer is unable to answer the questions correctly or if the service does not have enough information to offer questions, the customer will be asked to contact the Experian Help Desk and obtain a code to enter into ABE. 9
MMC – Case Summary Page (1) The Renew My Benefits button will display when the customer is up for redetermination. Appears when redetermination letter is sent Customers can get their own benefit details here or from the tab at the top of the page 10
MMC – Case Summary (2) Customers can view Verification Requests & Notices and see the status of their application, change report or Rede from the MMC landing page. 11
MMC - Case Summary (3) Report Changes Customers choose the change being reported and then enter details about what is changing
MMC- Case Summary (4) Appointments & Verifications View upcoming appointments and reschedule, if necessary See what verifications are needed and submit them directly, also view document upload history 13
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Benefits Tab - Medical Benefits display (1) 15
SNAP Details Page 16
Customer Contact Information Tab Customers are reminded to review address information and report changes. Customer’s questions submitted through MMC appear in a caseworker’s email queue in IES 17
Account Management Tab The Primary Account Holder can grant access to other adults on the case and respond to Provider requests for access to high-level case information. Customers can: 1) Change password; 2) Manage their communication preferences; and 3) the primary account holder can grant access to other adult members on the case 18
Manage Communication Preferences Customers can opt to receive electronic alerts when new notices are available to view in MMC. They can also to choose not to receive notices in the mail. 19
ABE Contact Information • MMC or Appeals - Call the DHS Helpline at 1 -800385 -0812 (TTY 711) for technical questions about the ABE Manage My Case (MMC) or Appeals Portal such as setting up, linking, and accessing information. • Call the ABE Customer Call Center at 1 -800 -8436154 (TTY: 800 -447 -6404) to submit an application over the phone (note AABD/LTC applications cannot be done over the phone). 20
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