Maryland Health Connections Consolidated Service Center Overview Consolidated

Overview - Consolidated Service Center How it’s Powered Provided by Maximus Health Services Oracle

Overview - Consolidated Service Center Call Center Structure 125 Staff English/Spanish CSR Support Command

CSC Services Call Center Issued ‘Permits’ – Eligibility Determinations – Enrollment in Quality Health

CSC Services Fulfillment Center Inbound/Outbound Mail General Mail Correspondence Appeals Process Paper Applications MHC

Hand-Offs to Assist Reasons/Method Questions/Requests Specific to Carriers – Plan specific inquiries once enrolled

CSC Phone Numbers Contact Information Main - 855 -642(MHC)-8572 TTY - 855 -642(MHC)-8573 FAX

CSC Business Hours Open Enrollment (October 1, 2013 – March 31, 2014) – Monday

Questions MHC Contact - CSC Operations Lee Ann Sapp Manager, Consolidated Service Center leeann.

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Maryland Health Connection’s Consolidated Service Center

Overview - Consolidated Service Center How it’s Powered Provided by Maximus Health Services Oracle ‘Right Now’ Customer Relationship Management (CRM) – Database – Knowledgebase – Workflow Management Interactive Intelligence Customer Interaction Center (CIC) – IVR/Call flow/ACD Call Distribution – Workforce Management (WFM) – Quality Monitoring 2

Overview - Consolidated Service Center Call Center Structure 125 Staff English/Spanish CSR Support Command Center – Forecasting, WFM, Service Levels Resource Center – Leads/Escalation Supervisors/Manager/Director Quality Assurance/Trainers Customer Service Representatives (CSRs) 3

CSC Services Call Center Issued ‘Permits’ – Eligibility Determinations – Enrollment in Quality Health Programs Medicaid and MCHIP Support Eligibility Appeals – Informal Resolution Help Desk – Tier 1 Support for Consumer/Internal MHC Users Billing and Payment Services – Initial Premium Billing for Consumers – Ongoing SHOP Billing Language Line (200) 4

CSC Services Fulfillment Center Inbound/Outbound Mail General Mail Correspondence Appeals Process Paper Applications MHC Generated Notices Requests for Paper Applications Voter Registration Cards 5

Hand-Offs to Assist Reasons/Method Questions/Requests Specific to Carriers – Plan specific inquiries once enrolled Questions or required support from other agencies – Immediate Medicaid – Medicare Maryland 2 -1 -1 – Various health and human services needs Warm Transfers – ‘No Wrong Door’ 6

CSC Phone Numbers Contact Information Main - 855 -642(MHC)-8572 TTY - 855 -642(MHC)-8573 FAX – 855 -642(MHC)-8574 7

CSC Business Hours Open Enrollment (October 1, 2013 – March 31, 2014) – Monday – Friday, 8: 00 am – 8: 00 pm – Saturday, 8: 00 am – 6: 00 pm – Sunday, 8: 00 am – 2: 00 Non-Open Enrollment – Monday – Friday, 8: 00 am – 6: 00 pm – Saturday, 8: 00 am – 12: 00 pm – Sunday, Closed 8

Questions MHC Contact - CSC Operations Lee Ann Sapp Manager, Consolidated Service Center leeann. sapp@maryland. gov 410 -547 -8150 9