PPL

DEFINITION

100

Microsoft Teams IS A FORM OF ?

Microsoft Teams is a unified communications platform that combines persistent workplace chat, video meetings, file storage, and application integration. The service integrates with the company's Office 365 subscription office productivity suite and features extensions that can integrate with non-Microsoft products.

200

Medicaid IS 

A joint federal and state public assistance program for financing health care for low-income people. It pays for health care services for those with low incomes or very high medical bills relative to income and assets. It is the largest public payer of long-term care services.

300

Participant ARE REFERRED AS ?

The individual aging adult, person with disabilities or chronically ill person within the self-directed program.  Sometimes referred to as “Consumer” or “individual” in some states and “Member” by MCOs.

400

The Payroll & Tax area is comprised of 7 different functions.

1. Invoice & Manual Authorization team processes customer submitted invoices and clear pending items for payment.
2. Ops Support team is responsible for managing all incoming and outgoing mail for the Core Operations.
3. Timesheet team processes customer submitted timesheets and clear pending items for payment.  
4. Program Accounting is responsible for maintaining the ledgers of the accounting system on which our system operates.
5. Payroll Team is responsible for processing payroll and agency payments for the entire PPL portfolio in accordance to the established program’s payment schedule.  
6. Tax Department is responsible for the management and execution of calculations, filings and payments of the various taxes associated with the payments made through the performance of our contracts.  
7. Payroll Compliance team completes Verification of Employment requests (VOE’s), Garnishment order processing and monthly Office of the Inspector General (OIG) reviews for providers across all programs.

500

Online Enrollment AVAILABLE THROUGH?

the BetterOnline™ portal for PPL providers and consumers to enroll directly without paper form

PPL WEBSITE

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Overview OF PPL 

The Consumer Directed Personal Assistance Program (CDPAP) is a Medicaid program governed by Section 365-f of the New York State Social Services Law (SSL) and the implementing regulations under Section 505.28 of Title 18 of the New York Codes, Rules, and Regulations (NYCRR).

This program helps people with disabilities, chronic illnesses, or other long-term health conditions stay at home with their chosen care and services. They can employ people they choose as personal assistants (PAs).

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What is the benefit of working with a facilitator? When should a consumer consider working with PPL directly vs. with a facilitator?

PPL or one of our partners can serve as a CDPAP facilitator. Some of the reasons a consumer or PA might consider working with one of PPL’s partner facilitators is if they have an existing relationship with one as a previous fiscal intermediary, if the facilitator’s offices are in their area, or if the facilitator provides specialty support for the consumer’s or PA’s needs. PPL can also be your facilitator. PPL can provide services in hundreds of languages, has experience working with specialty populations, and will have offices throughout New York.

300

What languages does PPL serve?

 PPL team members and their CDPAP facilitator partners speak 40 different languages, including the top 14 languages spoken in New York. Additionally, PPL’s customer support center agents have access to translation services in 300 languages and American Sign Language, and information on PPL’s website can be translated into 130 languages. Overall, information and services are available in hundreds of languages and dialects, including those identified by New York State’s Office of the Medicaid Inspector General as Limited English Proficient (LEP). These include Spanish, Chinese, Russian, Yiddish, Bangla, Haitian Creole, Korean, Arabic, Italian, French, Polish, and Urdu.

400

 The ads against PPL mention consumers in Colorado and New Jersey are not happy with PPL, is this true?

PPL has been serving Colorado and New Jersey consumers successfully for many years. In Colorado where there are multiple FIs in the state, 80% of consumers choose to work with PPL. In New Jersey, PPL has high satisfaction ratings among consumers—in the 90 – 100% range.

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What is the role of the CDPAP Facilitator vs. PPL’s role?

PPL will be the CDPAP Statewide Fiscal Intermediary (SFI). PPL is responsible for all fiscal intermediary functions, including transition support for consumers and PAs, payroll processing, system training, compliance, ongoing customer service, and other functions. While PPL will be able to support all consumer and PA needs, CDPAP facilitators are also available to assist with some of these items, such as customer service, transition assistance, and EVV support.

CALL FLOW

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CALL SCRIPT 

THANK YOU FOR CALLING PPL MY NAME IS MAY I HAVE YOUR FIRST AND LAST NAME 

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Call Professionalism EXPECTATION

 Agents will always use appropriate language and tone with customers on

calls, emails, and chats

300

Case = someone ELSE needs to take action (such as Nissa) WHAT IS THE ACTION HE TAKES 

• Correct checklist 

• Monitor background check results 

• Enrollment specialist or I & A staff need to contact the participant.  

400

Adding an Activity?

 

1. Contacts 

2. Summary 

3. Timeline 

4. Type Note 

5. Click "Add Note" 

500

Activities in the Contacts Record?

• Under Summary 

• Timeline 

• Check for activities 

RESOURCES

100

HOW LONG DO WE HAVE TO ANSWER EMAILS 

24 HOURS 

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WHICH WEBSITE CAN CONSUMERS EMAIL INQUIRY

[e-mail]

300

DIRECT DEPOSIT SET UP RULES WHEN CHANGING INFO 

 Changes to a direct deposit setup can take up to 1-2 pay periods to

take effect and Providers will receive paper checks during that time

400

WHAT ACTIONS DO WE LOOK FOR IN  NY SUPPORT DASHBOARD 

EMAILS CALLS ETC 

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WHAT CAN WE USE NYCDPAD TERMS FOR?

TO USE ACRONYMS AND DEFINITIONS 

FORMS BY ROLE

100

WHERE CAN YOU FIND FORMS 

TRICK QUESTION LOL ON KORYNS ONE NOTE 

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Personal Assistant form:  

EXAMPLES 

1. Consumer and PA agreement 

2. Difficulty of Care form 

3. Tax exemption forms 

4. W-4 IRS forms 

5. State Income Tax forms 

6. Work Opportunity Tax Credit form 

7. 8850 Work Opportunity Credit form 

8. USCIS I-9 form (with supporting documents) 

9. Notice & Acknowledgement of Pay Rate & Pay Day form 

10. PA PPL Employee Handbook & Policies form 

11. PA Medical Release form 

12. Attestation for delay of skin test (if applicable) 

13. Direct Deposit Form 

300

Legal Guardian/Power of Attorney/Conservator form:

1. Legal court document(s) - This document establishes this person is granted authority to make decisions for the consumer. This legal document must be uploaded to the LG/POA/Conservator profile in PPL @Home. 

 

400

Designated Representative (DR) form:

This form is an agreement between the consumer and their selected DR(s) that outlines their responsibilities and intentions working together. This form must be signed and dated by the consumer (and their witness if applicable) and DR.  

500

Memorandum of Understanding (MOU)

1. The MOU is an agreement between the consumer and PPL that outlines their responsibilities and intentions of working together. This form must be signed and dated by the consumer (and their witness if applicable).