EMAILS
When replying to an assigned email, what should the from section say?
z email inbox only - NY CDPAP
How does PPL make sure people follow Electronic Visit Verification (EVV) requirements?
PPL provides EVV training to help people understand and follow EVV rules. This helps avoid errors in timekeeping and makes it easier for people to manage their services. We will monitor EVV activity to help people stay in compliance.
What is PCS?
Personal Care Services
What are cases?
An issue that requires action or follow up
For a follow up response, what template should be used?
NY CDPA Continued follow up template
For the app used for signing in and out, does that need to be the consumer's phone?
Our EVV app is called Time4Care and is what both the PA and Consumer will use. So, no, it does not need to be on the consumer’s phone. Each person will have a unique username through the app, so any smart phone that allows for accessing an app can be utilized. For individuals who want to use a web-based application, PPL@Home (or the Portal) will provide a unique username for each person. So, the consumer, representative and PA will each have their own username. If the representative will be signing off on timesheets, they can login from their computer (or smart phone) to approve the time. NY specific trainings on how to use Time4Care will be available in early January but if you would like to see how this is used in other PPL states, please feel free to watch this: https://www.youtube.com/watch?v=huoXl4BPLZs
What is STD?
Short term disability
True or False: Secure emails aren't required when sending registration forms
False
When should we convert a case?
If CS is responding to a question or inquiry and cannot locate the appropriate response
How can an out-of-state company manage CDPAP services?
PPL will operate the CDPAP contract out of New York. We are opening eight offices across the state and hiring more than 1,200 people in New York. Additionally, PPL will move our national company headquarters to the New York area in the coming months. PPL has been working with New York Programs since 2011, and many of our existing PPL team members live in New York and have experience serving New York programs.
What is TBI?
Traumatic Brain Injury
What does CRM stand for?
Customer relationship manager
DAILY DOUBLE!!
Who should we assign the case to when converting?
Nissa Tellez
How Did PPL Get My Contact Info?
Hello! Thank you for reaching out. PPL has partnered with the NY Department of Health to ensure CDPAP consumers receive important information about the statewide fiscal intermediary transition. Consumer contact information was provided to PPL by the state strictly for this purpose. Please let us know if you have any questions. We are here to help! Cheers, Team PPL
What is online enrollment?
External web application available through the BetterOnline™ portal for PPL providers and consumers to enroll directly without paper forms.
What are contacts?
Consumers, Providers
How long do you have to respond to an email after it's been assigned to the CS?
24 hours
What if my FI stops working with CDPAP before my scheduled transition date?
For managed care members, your managed care plan will help you get support if your current fiscal intermediary stops operating before the transition. For fee-for-service members, your Local Department of Social Services can support you in maintaining CDPAP services and transitioning to PPL or one of our partners at the appropriate time.
What is PACE?
Program All-Inclusive for Elderly
What is NOT required to be filled out when opening a case?
Program