TERMS
what does IBC stand for?
in bound call
I don’t know PPL. Who are you and why should I trust you as an FI?
PPL is the leading fiscal intermediary for consumer directed services. We have been serving consumers and personal assistants for 25 years and work with 50 programs across 21 states. PPL is solely dedicated to consumer directed services and does not have other lines of business. Many of our employees have worked in consumer directed services for decades and our EVV technology is the highest rated on the Google App and Apple App stores.
for a follow up response, what template do we use?
NY CDPA continued follow up template
What will I get paid with PPL?
We will be sharing pay rates and benefits options with personal assistants during the transition period. Competitive compensation and benefits will be offered.
what are the names of the 2 search bars in the crm?
contextual and universal
what does CDM stand for?
Consumer directed module
When can I start working with PPL?
We’re excited to start working with you! Our customer support center will officially be open on January 6th to start transitioning consumers and personal assistants who are already in the program. In March, we will start taking new referrals on consumers who are new to CDPAP.
when converting cases who becomes the owner?
Nissa
Why do I have to wait until January to start?
We are hard at work customizing our processes, trainings, and systems for CDPAP to make sure this is a seamless transition for CDPAP consumers and personal assistants. This includes creating a dedicated CDPAP customer service center, opening January 6th, to provide the best possible support in your preferred language.
where are calls, emails and appointments located?
activities
what does MCR stand for?
missed call report
Why are you making this change and not giving us enough time to do everything? This is difficult for everyone.
We understand that change can be challenging, and we're here to support you every step of the way. PPL and our facilitator partners will work with you to make the transition as easy as possible, and we’ll provide multiple ways to get in touch so that no one feels rushed or unsupported.
in the email reply, whats the first thing you change?
from
Are you going to change how the program is run or how I get paid?
PPL and the New York Department of Health are working together to strengthen CDPAP for the benefit of the program’s stakeholders. Our joint goal for the transition is to minimize disruption and make the process as smooth as possible for consumers and personal assistants.
to associate the case with the caller profile, what must be done?
create a case from the caller profile.
what does MNE stand for?
Medicaid not eligible
Can you tell me what region I am in and when my county is scheduled to transition?
I am happy to provide you with that information! Here is the list of regions, the counties they include, and the dates when communications will start going directly to consumers in these regions. However, you don’t have to wait to hear from us. Starting January 6th, you can call us to initiate the process. Region 4 — Outreach Starts January 6, 2025 Allegany, Broome, Cattaraugus, Cayuga, Chautauqua, Chemung, Chenango, Clinton, Columbia, Cortland, Delaware, Essex, Franklin, Greene, Hamilton, Herkimer, Jefferson, Lewis, Livingston, Oneida, Ontario, Oswego, Otsego, St. Lawrence, Schoharie, Schuyler, Seneca, Steuben, Tioga, Tompkins, Wayne, Yates Region 2 — Outreach Starts January 20, 2025 Dutchess, Orange, Putnam, Rockland, Sullivan, Ulster Region 3 — Outreach Starts February 3, 2025 Albany, Erie, Fulton, Genesee, Madison, Monroe, Montgomery, Niagara, Onondaga, Orleans, Rensselaer, Saratoga, Schenectady, Warren, Washington, Wyoming Region 1 — Outreach Starts February 10, 2025 Bronx, Kings (Brooklyn), Nassau, New York (Manhattan), Queens, Richmond, (Staten Island), Suffolk, Westchester
when converting to a case what are the 5 steps?
add to queue
nycdpap support
select add
assign case to supervisor
select Nissa or Noah
Can’t you just get all my enrollment documents from my current FI so that I don’t have to redo everything?
We’ll collect as much information as possible during the transition. However, some documents will need to be updated, and if your current FI is not able to provide your documents to us, we will ask you for the information so that your registration is seamless. And if you’re currently working with one of our CDPAP facilitators, you can continue working with them as normal and they will help you with the paperwork.
in order to close a case what must the progress bar be on?
resolve
what does PRE PKT stand for?
Pre-populated Packet
How will I know if my fiscal intermediary is one of PPL’s CDPAP facilitators?
Before the end of the year, we will publish a list of our facilitator partners on our website, pplfirst.com/cdpap.
in order to get the template what must you add and where?
Do Not Delete CDPA in the regarding section
How are you going to make sure my case manager knows to send you my auth so my personal assistant gets paid?
We work directly with case managers and service coordinators to ensure all necessary authorizations are up to date in our system. This helps make sure your authorizations are accurate, so there are no delays in your personal assistant’s pay.
what are the 5 fields required to complete an email?
1-from 2- to 3- subject 4- ppl category and sub category & 5- insert template