OUTREACH FOR MEMBERS

1. OUTREACH FOR MEMBERS I Love Outreach Because… Reaching Out

2. Got Coverage? Tracking Outreach Awareness Screening Best Practices Listen! Partnerships Visibility Teamwork! Reaching Out Education Customer Service

3. PRINCIPLES NMPCA has developed guiding principles for members to guarantee health coverage awareness and maximize enrollment

4. Introduction • Best Practices • Outreach • Increase enrollments • Based on Monthly Reports & other sources

5. Best Practices Communication Screening Referrals Tracking Education Promoting Coordination Visibility Training Commitment Barriers Outreach Customer Service Topics

6. Overview • Techniques • Topics interrelated • What works for one member may not work for another

7. BEST PRACTICES • Development of guiding principles • Must look inward • Examine your internal procedures and resources • To determine the most effective and efficient way to increase enrollments

8. Communication • Internal Communication among staff members • For internal services is crucial • Must work as a TEAM (no I) • Everyone makes an impact • Physician • Nurse • Reception • OEW • Billing

9. Communication • Getting that individual, child, worker, and pregnant women on Medicaid • Becomes a win-win situation for all MEMBERS

10. Communication • Must show how low-cost or free health care coverage yields the payoff of being a responsible individual, and • Making a smart decision will reduce stress and bring peace of mind • Help eligible individuals and families understand that Medicaid apply to them as well

11. Communication HURDLES Many individuals and families assume incorrectly that they are ineligible Convince regular insurance with a card Interview is critical

12. SCREENING • Be on the look out • Screening at any phase, leads to a • Medical Referral • Medicaid Application • Health Coverage • Minimize missed opportunities

13. REFERRAL • Accurate • Timely • Correct Person • Committed • Track-do follow-ups

14. Referrals • Process should be in place • Updated yearly or • When missed opportunities occur

15. Referral Process • Obtain all information • Refer timely and correctly • Follow-up • Review patient chart Not insured Refer

16. Referral Process Commitment Awareness Advocacy Listening These are key ingredients

17. Referral Process Key Be thinking Health Coverage!

18. Teamwork

19. TRACKING • Establish a method • Minimize missed opportunities • Every Medicaid application means WHAT?????

20. TRACKING • MONEY • DINERO • MULA • CASH Means money for your Health Center or agency

21. TRACKING • All Referrals should be tracked • Who, What, Where, How • Responsible • Team • Reaching out-Coverage

22. TRACKING • Use Web Portal • Tracking Sheet • Status • Update, review • Train • Everyone knows • Recertification's • New enrollee

23. Tracking-review • Establish tracking method • Stick to it • Know status of your applications • Track in a timely fashion • Annotate • Follow-up

24. EDUCATION • Educate Staff on Medicaid • Educate patient • Knowledge is power • Awareness • Eligibility and Requirements • Commitment on part of the staff • Know changes • Win -win for client and staff

25. Education Knowledge Is Power

26. BARRIERS • Know and understand Barriers • Examples Fear Handout Anxiety Training Trust Knowledge Client Income Support Welfare Insurance

27. BARRIERS • Everyone should be on the same page • Fully trained • Procedures should be in place and updated regularly

28. BARRIERS • Do what you can to overcome the BARRIER Example: Trouble with ISD office call Walter

29. NETWORKING • Form professional Relationships • Visibility • Coordination • Get the word out • Promote your Medicaid Services

30. Courtesy Respect Dignity Trust Treat everyone the way you would like to be treated Sounds simplistic but it works Explain Ask Questions Listen Professional Businesslike Golden Rule Understanding Body language Tone of Voice Friendly Do as you say, if you promise something do it Be accessible Advocate Customer Service

31. OUTREACH • Everyone should be involved • Reach out Got Coverage?

32. OUTREACH • Is one of the most important Yet under appreciated services • Irreplaceable contribution which makes effective healthcare possible • REACHING OUT-COVERAGE Got Coverage!

33. OUTREACH-MOTTO I Outreach Because… it is not about you and I, it’s about making a positive impact Being Out There

34. Outreach • I outreach because… an outreach worker can be as much a hero as a firefighter, policemen or superhero

35. OUTREACH • I outreach because… Outreach is the heart and soul of what we do

36. Outreach I Outreach Because… Outreach is a great way to help people get health coverage and services

37. Reason I am very proud to be an outreach worker! And to be able to help

38. Summary What works for one member may not work for another… There is no magical formula This is a resource guide Hopefully this training will provide insight in enrolling clients’ We are proud to be your partner! Together we will continue to REACH OUT and GET COVERAGE for our clients!

39. Just a Thought…Who is Your CEO? “I attribute my success to this: I never gave or took an excuse” (Florence Nightingale) Fact of Life: 10% what happens 90% how we respond The outlook determines outcome so much of the time in our lives

40. Just a Thought… My challenge to you today is to be accountable to yourself. Try to avoid blaming things on others. Rise above what others deal to you. You are the CEO of your own life. If your life is aimless, it is your choice, not that of those around you. Cut the chains of the past. Stop looking to each problem as someone else’s responsibility. Step up to the plate. Try to avoid using excuses. Give it your best because that is all you can give. Don’t stop short and look for an excuse. We can make a difference reaching out to New Mexican’s!