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Sharon Carte, CHIP Director Marla Short, Director, Nicholas County Starting Points

West Virginia Process Improvement Collaborative Learning Session 2 Chattanooga March 30 – April 1, 2004. Sharon Carte, CHIP Director Marla Short, Director, Nicholas County Starting Points Patty Martin, Eligibility Director, Nicholas County DHHR

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Sharon Carte, CHIP Director Marla Short, Director, Nicholas County Starting Points

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  1. West Virginia Process Improvement CollaborativeLearning Session 2ChattanoogaMarch 30 – April 1, 2004 Sharon Carte, CHIP Director Marla Short, Director, Nicholas County Starting Points Patty Martin, Eligibility Director, Nicholas County DHHR Renate Pore, Co-Chair Healthy Kids and Families Coalition

  2. AIM Reduce the number of CHIP enrollees closed at the end of enrollment period.

  3. Changes Tested • Tested best time of day to call CHIP families re renewals • Telephone calls to CHIP recipients who have not returned re-enrollment form in test site in January and February • Telephone calls to CHIP recipients statewide in February (through Automated Health contractor). • “Passive” Enrollment where parents sign and return form indicating nothing has changed; no additional documentation required.

  4. Results – Reminder Calls • Follow- up calls at local test site produced a 68 % return of renewals within two weeks (and prior to end of enrollment period) • Test site (Nicholas County) no response rate in February was 14% • Results from statewide follow-up calls in February were inconclusive

  5. Results – Partial “Passive” Renewal • Some parents returned income documentation with “passive” renewal form; this created some confusion at reenrollment centers where renewals are processed. • Reenrollment centers held up renewals when parents submitted income verification. • Solution: Reenrollment centers sent income renewals with income verification to CHIP office; CHIP office contacted family to fill out new application. • Test site had few calls about partial passive renewals

  6. Summary • Reminder calls produce desired results and increased retention rate in test site. • Evening calls are better. • Reminder calls are not 100% successful because some phone numbers/addresses no longer valid. (20% in small test) • Reminder calls are good strategy for CHIP because it is a relatively small program; may not be feasible for Medicaid.

  7. Next Steps • We are not sure yet about next steps; team needs to discuss the following • Continue statewide follow-up calls for 5 more months to test impact. • we believe that we can address majority of retention problem in CHIP through follow-up calls and “passive” (easy) renewal. • How do we address changes in addresses/phone numbers? (notice on CHIP card?) • How do we translate lessons from CHIP to Medicaid? • What about initial enrollment hassles - We are still working on getting right data out of RAPIDS

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