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<br />3. SUPPORT SERVICES <br /> <br />Services performed in cooperation with EPSDT /Medicaid clients to assist them in <br />obtaining, on a timely basis, needed health care services, and to help clients effectively use <br />resources to which they are entitled. "Timely" means as soon as possible, not to exceed <br />30 days for the receipt of the requested service. <br /> <br />Examples of support services include, but are not limited to: <br /> <br />. Regional/community-based, accessible, bilingual, and culturally-relevant 1-800 <br />client information/referral/ assistance telephone number to respond to at least the <br />following: <br /> <br />. Requests for EPSDT/Medicaid services; <br />. Requests/cancellations for assistance with scheduling and transportation for <br />EPSDT services; <br />. Problems and complaints; <br />. EPSDT/Medicaid program benefits; <br />. Information and referral; <br />. EPSDT/Medicaid client eligibility information; and <br />. Provider notification of client "no show", rescheduling, and assistance with <br />client follow-up; <br /> <br />. Mailing written materials to providers and clients (i.e., EPSDT provider lists), and <br /> <br />. Identification of provider access problems and report of same to TDH contract staff <br />within 48 hours. <br /> <br />. These same services can be provided/supplemented by community-based workers. <br /> <br />. Plan for support services evaluation; and <br /> <br />. Plan for corrective action <br /> <br />Monthly activity reports, submitted to the TDH contract staff, must include the following <br />elements: <br /> <br />On or before the 10th of the month, a report is to be submitted to regional staff detailing <br />the previous month's activities. Elements of the report must include at least the following: <br /> <br />. Monthly reports on number of clients who called, date of request; the type of <br />assistance requested by mutually defined categories and geographic location; <br /> <br />. Monthly telephone company reports identifying the completion rate for the number <br />of time the 1-800 number was dialed; " <br /> <br />....,' <br />