Covering Kids and Families Process Improvement Collaborative

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Covering Kids and Families Process Improvement
Collaborative

• Pennsylvania Story Board
• Learning Session 2
• Chattanooga

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CKF PIC - Pennsylvania

• AIM Statement Enhance customer service at the
  Helpline
• Take applications over the phone and submit them
  using the COMPASS web-based application.
• Track paper applications to assess time between
  mailing of the application and submission of the
  application to Medicaid or CHIP.

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CKF PIC - Pennsylvania

• Test additional supports for Over the Phone
  applications
• Letters to parents with follow up directions.
• Develop a mechanism for collecting and sharing
  paper applications mailed to families in York
  County.
• Track COMPASS and paper applications in one
  County Assistance Office.
• Track outcomes of both paper and COMPASS
  applications.

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CKF PIC - Pennsylvania

• Predictions
• Not all families will complete the over the phone
  application in one call.
• Families will have to be prompted to call back to
  complete the application.
• Not all paper applications will be submitted.
• Paper applications will take longer to be
  submitted than the online application.

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CKF PIC - Pennsylvania

• Surprises
• 100 applications taken over the Phone
• Only 1 incomplete
• Families have the information they need without
  knowing the option to apply is available.
• Tracking the data is more work than expected.

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CKF PIC - Pennsylvania
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CKF PIC - Pennsylvania
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CKF PIC - Pennsylvania
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CKF PIC - Pennsylvania
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CKF PIC - Pennsylvania

• Results
• Beyond the data
• Helpline counselors gain enormous satisfaction
  from connecting families directly to coverage.
• The COMPASS application read verbatim is
  understandable to families. Literacy testing also
  makes it accessible in alternative formats.
• Small scale testing is a viable strategy in other
  settings.
• Data on the length of the phone call makes other
  over the phone options feasible.

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CKF PIC - Pennsylvania

• Paper applications mailed 261
• Paper applications never submitted 134
• Over the Phone applications taken 100
• Over the Phone applications never submitted 1
• Being able to document the advantage of applying
  over the phone
• Priceless