First Impressions
Recite the introduction we would say to a PEPW client
Great, that is the address I have listed for you. Thank you so much for taking the time to do that! I’m calling you today regarding the My Healthy Baby Initiative and your application that was recently approved for Presumptive Eligibility through Medicaid. I want to ensure that you were able to submit your full Medicaid application. Have you had a chance to do that?
How do we get a PEPW client’s information
A women with no coverage recently found out she is pregnant, so she went to the ER. The ER then connected her with the temporary coverage for pregnant women. Her being connected triggered FSSA to then sent us her information to reach out an offer community resources.
What is the first piece of information that should be searched when receiving an incoming call?
Client's name
Fill in the blanks: Hi Sam, my name is Jessica. I am with the Indiana Department of Health, working in partnership with Medicaid. I was just calling you to _____________________________. For confidentiality purposes and before I can proceed, I just need to confirm that I am speaking with the right person. Do you mind if I ask you a few questions?
"provide information about free resources that are available in your community."
Who has the youngest child on the MOMS Helpline team?
Maria
Recite the introduction we would say to a Medicaid client
Great, that is the address I have listed for you. Thank you so much for taking the time to do that! I see that you’ve recently applied for Medicaid and selected that you were pregnant so I’m calling you today regarding the My Healthy Baby Initiative, which is a step we are taking to ensure pregnant women have full support and guidance for a healthier pregnancy experience. Is it okay with you if I ask you a couple of questions about your pregnancy?
How do we get a Medicaid client’s information
A women applied for Medicaid and marked that she was pregnant on the application. FSSA then sent us her information to reach out and offer community resources.
How should you answer the phone if you receive an incoming call?
Fill in the blanks: I’m calling you today regarding the My Healthy Baby Initiative, which is a step we are taking to ensure ___________________ for a healthier pregnancy experience.
"pregnant women have full support and guidance"
Which CS recently got their Project Management certification?
Jennifer
Recite the introduction we would say to an Exisiting Medicaid client
Great, that is the address I have listed for you. Thank you so much for taking the time to do that! I see that you’ve recently have changed your Medicaid status to indicate that you are currently pregnant so I’m calling you today regarding the My Healthy Baby Initiative, which is a step we are taking to ensure pregnant women have full support and guidance for a healthier pregnancy experience. Is it okay with you if I ask you a couple of questions about your pregnancy?
How do we get an Existing Medicaid client’s information
A women has had Medicaid for some time now but recently became pregnant and let Medicaid know. Once they received the update, FSSA then sent us her information to reach out and offer community resources.
What two things can we not mention before confirming the client’s information?
"Pregnancy" and "My Healthy Baby"
What are two things you can offer to do if a client is leery of who we are or thinks the call could be a scam?
1. Email the client
2. Have the client hang up and call us back
Which CS is a Yoga Instructor
Sherron
Recite the introduction we would say to a Landing Page client
CS: Thank you so much for confirming your last name for me. I’m giving you a call today in regards the My Healthy Baby Initiative, does this sound familiar?
Client: Oh yes, I just signed up for it yesterday.
CS: Wonderful, I would love to give you more information about the program but first do you mind letting me know your date of birth?
Client: My date of birth is 02/14/2000.
CS: So, what we are doing with My Healthy Baby Initiative is helping pregnant women connect with a Family Support Provider and other community resources. May I ask, are you currently pregnant?
How do we get a Landing Page client’s information (two answered accepted)
A women who recently found out she is pregnant is scrolling on social media and see’s an ad for My Healthy Baby. She then enter her information into the system to be called and that next day we reach out to call the women an offer community resources.
OR
A provider enters a clients information on our landing page.
Other than IDOH what other entity should we be mentioning when we reach out to a client?
Medicaid
If you are unable to find a client in Vision Link, and no other CS has called this client, who most likely reached out to them?
PRAMS Communication Specialist
Which CS was previously a therapist?
Tracy
Recite the introduction we would say to an IHIE client
CS: Great, that is the address I have listed for you. Thank you so much for taking the time to do that! I’m calling you today regarding the My Healthy Baby Initiative. We are working in partnership with Medicaid, and it looks like you recently had a medical visit. How did that go?
CS: It looks like while you were there, you may have had a test related to pregnancy. Is that correct?
Client: Yes, I just found out I’m pregnant..
CS: Oh, wow! That’s big news to learn. How are you doing?
Client: Okay, I guess.
CS: I know it can be a lot to process. If it’s okay with you, I’d like to talk a little bit about the program I’m calling about today, My Healthy Baby. My Healthy Baby is working to connect pregnant women to free resources in their community. Do you mind if I ask you a few pregnancy-related questions?
How do we get an IHIE client’s information?
A women who actively has Medicaid, goes into the ER and takes a pregnancy test. The test comes back positive for pregnancy. FSSA then sends us her information to reach out an offer community resources
What data source has different confirmation requirements than the rest?
Landing Page
What is My Healthy Baby's original name?
OB Navigation
Which CS recently celebrated a 10 year anniversary?
Alex