User Assistance Team
Roles and Responsibilities
A Presentation of the Missouri Department of
Social Services
Brian Kinkade,
Director
1
Table of Contents
 Table of Contents – Page 2
 User Assistance Team – Page 3
 Virtual IVR Process – Page 6
 Submitting Electronic Applications – Page 20
 Submitting Supporting Documentation via emal – Page 26
 Submitting Monthly Reports of Aging and Problem Applications –
Page 31
 Are these arrangements permanent? – Page 34
 List of Resource Centers – Page 36
 Monthly Report of Applications Processed – Page 41
2
User Assistance Team
 The UAT is staffed by employees of the Jefferson City Processing
Center – MAGI
 Mission – provide support to Missouri’s health care providers
(hospitals, clinics, FQHCs, Local Public Health Agencies,
physicians’ offices) as they complete and submit MAGI
applications
 Four legs of support:




Electronic application
Submitting supporting documentation via email
Monthly report of old and problem applications
Virtual IVR Process
 The following schematic depicts the various roles and
responsibilities of the User Assistance Team
3
4
What to do if you want to
participate?
First, send an email to DSS indicating that your
organization will submit applications electronically where
possible.
Second, direct the email to dwight.fine@dss.mo.gov
Third, DSS will send you information as to how to take
advantage of this process
5
Virtual IVR Process
Background
Process
6
Background on IVR
Over the past few years, the Family Support Division (FSD) offered
health care providers access to an Interactive Voice Recognition
(IVR) service which allowed health care providers to inquire of
FSD’s eligibility determination computer as to the status of
pending Medicaid applications of their patients. This service
provided information that was of value to both providers and
their patients by
 Ensuring that applications for patients who appear to be eligible
for Medicaid get filed and processed; and,
 Expediting the completion of pending Medicaid applications.
7
Background on IVR
 FSD’s IVR system informed providers of the
following:
 Whether a patient had filed a Medicaid application;
 When the application was filed;
 Whether supporting documentation was required to
complete the application; and, if so,
 What documentation is required to complete the
processing of the patient’s application?
8
Background on IVR
At this point the new Missouri Eligibility Determination and
Enrollment System (MEDES) does not provide updates to
FSD’s IVR system for patients who are determined eligible
for Medicaid coverage pursuant to Modified Adjusted Gross
Income (MAGI) rules.
In order to make access to this information available to
providers FSD has formed this Virtual IVR team
Providers are not expected to have executed an IM 6AR in
order to take advantage of this service so long as queries are
limited to the following:
9
How Virtual IVR Works
 The following questions will be answered by the
Virtual IVR staff:
 Has the patient filed a MEDES application?
 What is the status of the application?
pending,
 approved,
 denied
 What supporting documentation is required in order to
process the application?
 Income,
 Identity,
 Citizenship

10
How Virtual IVR Works
 Definitions related to status of the application
 Pending if…
 Found in MEDES
 Found in VFR, but not in MEDES
 Approved if…
 MEDES indicates approved
 MXIX indicates coverage
 Denied if…
 Health Benefits Case is closed; and,
 MHN Health Benefits case (Application Case) main-tab has denied status
11
Steps for using Virtual IVR?
First, Send an email or place a call to your Virtual IVR
contact.
 Provide the following information:
 Name of client
 Date of Birth of client
 Social Security Number of client and/or DCN of client
 Date of application if available
 For newborns:
 Mother’s name
 Newborn’s name
 Newborn’s date of birth
12
What You Need To Do?
Second, Triage Your Request as Follows:
 Request for Status of Application – You simply want to know whether an






13
application has been filed, and, if so, what is the status of the application.
EMERGENCY COVERAGE NEEDED – This is used only for those cases where care is
needed immediately, inpatient stays or prescriptions are needed immediately.
BACKDATING – This is to be used when an individual’s coverage on MXIX did not go
back to the date of application.
PQ – This is to be used when the individual’s regular coverage start date is correct but
prior quarter coverage was requested and not reflected on MXIX.
HIGH RISK PREGNANCY – Patient has risk factors indicating a high risk pregnancy.
OLD APPLICATION – Application is more than 30 days old.
Presumptive Eligibility/TEMP Coverage – Applicant has gaps between PE/TEMP
coverage and start date for Medicaid coverage.
What You Need To Do?
 In the case of an email, include the following on the subject line:
 Triage classification
 Patient name
 Subject line would appear as follows:
“Subject: PQ for John Doe Application”
 In the body of the email indicate how the:
 Application was submitted:
 Online; or,
 Paper application submitted:
 Walk in at “Name of County FSD Office”
 Mail
 Supporting documentation was submitted:
 Via email;
 Fax; or,
 Mail
14
15
What Happens Next?
Third, Your Virtual IVR Contact will:
 Search for an application in MEDES and the worksite and
ITRACKR.
 Answer the basic IVR questions for you either on the phone or via
return email.
 Confirm the Triage status you indicated in the Subject line.
 In addition two other triage categories are available to the Virtual
IVR staff:
 APPLICATION NOT PROCESSED
 VERIFICATION
16
What Happens Next?
 Your Virtual IVR contact will send an email to
FSD.MEDES@dss.mo.gov sharing the results of their Triage of
your request.
Fourth, User Assistance Team in Jefferson City will:
 Assign your request to a queue so that the underlying application will
be processed;
 Process electronic applications and supporting documents within 5 –
7 working days if appropriate
 Resolve any technical issues that may be impacting a pending
application; and,
 Provide feedback if you have submitted an IM 6 AR with the patient’s
application or supporting documentation
17
Support Staff for Virtual IVR Process
 Hospital and Hospital Systems – Danny Evans –
Danny.J.Evans@dss.mo.gov – (573) 751-9023
 Federally Qualified Health Centers and Clinics – Amber
Gonzales - Amber.M.Gonzales@dss.mo.gov – (573) 751-9007
 Local Public Health Agencies and Physicians Offices – Dwight
Fine – dwight.fine@dss.mo.gov – (573) 526-3288
 Kim Evans, County Manager, Jefferson City Processing Center -
Kim.R.Evans@dss.mo.gov
18
Additional Services Available to Partners
 The User Assistance Team provides the following additional
services to Partners:
 Expedited processing of electronic applications;
 Expedited processing of supporting documentation submitted
via email; and,
 Reviewing and processing applications, as appropriate,
submitted on your Monthly List of Aging Applications.
 The following schematic depicts the various roles and
responsibilities of the User Assistance Team
19
Submitting Electronic Applications
Sign and Submit
Tips for using MEDES
20
www.mydss.mo.gov
 Applications entered electronically are in the MEDES system
once Sign and Submit is completed
 No faxing, no scanning, no dropping the application off at the
nearest office
 Quicker processing fewer opportunities for delay in
processing
21
Tips for Using MEDES
 If applicants have lost their Medicaid coverage do not answer
“YES” to the question that asks if the applicant lost insurance
coverage. Answering “YES” to that question will cause the
individual to be required to provide proof of loss of
insurance. That question is intended to be used to determine
whether the applicant has lost private or group health
insurance coverage.
 If female applicants do not mark “YES” on the Family
Planning question the MEDES system will not evaluate such
applicants for Extended Women’s Health Service coverage.
22
Tips for Using MEDES
 Make sure to answer “YES” to the question that asks whether
the applicant wants coverage for the children and the other
parent even though they may already have active Medicaid
coverage. Answering “YES” to this question on the on-line
application allows MEDES to move the whole family over to
MEDES from the FAMIS legacy system.
 If someone in the household is being claimed on taxes by
another person who does not live with the family, please
capture as much information about that tax filer as possible.
This facilitates the correct computation of household income.
23
Tips for Using MEDES
 It is helpful if you list all individuals living in the tax filing
household even if coverage is not being requested for such
individuals. Again, this facilitates the correct computation of
household income.
 Please do not submit applications for Emergency Medical
Care for Ineligible Aliens (EMCIA) before the month of the
baby’s birth. Applications submitted prior to the birth
month will be rejected. Simply, you can’t apply for EMCIA
coverage until the month of birth.
24
Tips for Using MEDES
 Make sure that applicant’s who answer “YES” to the question
“Are you a state employee?” are in fact state employees.
Some people read this question to mean that they currently
hold a job or are employed within the boundaries of the State
of Missouri. This question is not designed to determine
whether you hold a job or are employed with the boundaries
of the state. This question is designed to determine whether
the applicant is on the payroll of the State of Missouri.
25
Submitting Supporting
Documentation via email
Process
Email Cover Sheet
26
Submitting Supporting Documentation via
Email
 We are pleased that you are committed to using our new
electronic application process for submitting Medicaid applications
to the Family Support Division. As you know we are establishing
an email portal that you can use to submit supporting
documentation for the applications that you submit electronically.
 When submitting supporting documentation through
FSD.MEDESHOSPITALS@dss.mo.gov we suggest that you:
 Submit supporting documentation for only one application per email
 Include the applicant’s last name and DCN and/or SSN on the subject
line
 Include FSD’s standardized cover sheet as a part of the supporting
documentation
 Encrypt the application when submitted by email
27
Submitting Supporting Documentation via
Email
 You may use the Department of Social Services encryption
service when submitting encrypted emails. There are directions
on the DSS web site about how to send us an encrypted email.
The link is http://dss.mo.gov/encrypt.htm. You will need to
follow the third set of instructions on the page.
 Commonly required supporting documentation includes:
 Proof of identity which can be documented by submitting a copy of
the applicant’s drivers license.
 Proof of income which can be documented by submitting a copy of
the applicant’s pay stubs. (5 pay stubs required when paid weekly
and 3 pay stubs required when paid every two weeks.)
28
Submitting Supporting Documentation via
Email
 The email address will be continuously monitored by the
User Assistance Team staff. Staff will:
Open emails as they arrive
Identify the applications associated with the emails
Affix the supporting documentation to the appropriate application
Determine whether all required supporting documentation has been
provided
 Request any additional supporting documentation that is required:




 Acknowledge receipt of the email
 Send notices to the applicant
 Send copies of the notices to the provider submitting the application when
supported by the Curam software
 Adjudicate applications as appropriate within 5 business days
29
Submitting Supporting Documentation via
Email
FSD.MEDESHOSPITALS@dss.mo.gov
VERIFICATI0N COVER SHEET
Date: ______________________________
Facility: ____________________________
Contact Name: ______________________
Contact Number: ____________________
Applicant’s Name: ___________________
Date of Birth: _______________________
Social Security Number:_______________
DCN (if available):____________________
Immediate Medical Emergency? ________
30
Submitting Monthly Reports of
Aging and Problem Applications
Format
Process
31
Submitting Monthly Reports of
Aging Applications
30-Day Report Format*
Head of Household Name
32
DCN and/or SSN
*For newborns: Parent name, newborn’s name and date of birth
DOB
Application Date (If
available)
Comments
Submitting Monthly Reports of
Aging Applications
 Submit Monthly Reports via email to
FSD.MEDES@dss.mo.gov
 Submit Monthly Reports on a spreadsheet
33
Are these arrangements
permanent?
Back to IVR
Additional functionalities should eliminate need to:
• Submit Supporting Documentation via email
• Submit Monthly Reports of Aging and Problem applications (backdating, PQ, etc.)
34
35
FSD Resource Centers
List of locations
36
County
Office Name
Address
City
Zip Code
Adair
Kirksville Customer Service Center
1612 N. Osteopathy
Kirksville
63501
Andrew
Savannah Resource Center
106 N 5th St
Savannah
64485
Atchison
Rock Port Resource Center
101 Grant St
Rock Port
64482
Audrain
Mexico Resource Center
4690 S Clark St
Mexico
65265
Barry
Barry County FSD
208 East 8th Street
Cassville
65625
Barton
Lamar Resource Center
501 W 13th St
Lamar
64759
Bates
Bates County FSD
4 West Ohio Street
Butler
64730-0032
Harbor Village
Truman Dam Access Rd
Warsaw
65355
Warsaw Resource Center
1661 Hilltop Dr
Warsaw
65355
Bollinger
Bollinger County FSD
602 Highway 34 West
Marble Hill
63764
Boone
Columbia Customer Service Center
1500 Vandiver Drive, Suite 103
Columbia
65205-1227
St Joseph Resource Center
301 S Seventh St
St Joseph
64501
St. Joseph Customer Service Center
525 Jules Street
St Joseph
64501
Butler
Butler County FSD
1903 Northwood
Poplar Bluff
63902
Caldwell
Caldwell County FSD
400 West Berry
Hamilton
64644
Callaway
Fulton Resource Center
108 N Hospital Dr
Fulton
65251
Camden
146 Rodeo Road
Camdenton
65020
Cape Girardeau
Camden County FSD
Cape Girardeau Customer Service
Center
220 N. Fountain
Cape Girardeau
63701
Carroll
Carroll County FSD
1303 North 65 Highway
Carrollton
64633
Benton
Buchanan
37
Carter
Carter County FSD
HCR 2 Box 2270
Van Buren
63965
Cass
Cass County FSD
2500 East Mechanic
Harrisonville
64701
Cedar
Cedar County FSD
112 RB Road
Stockton
65785
Chariton
Chariton County FSD
121 East Jackson
Keytesville
65261
Christian
Christian County FSD
4715 N Towne Center Drive
Ozark
65721
Clark
Clark County FSD
320 West Main
Kahoka
63445
Clay
Clay County FSD
7000 Liberty Drive
Liberty
64068
Clinton
Plattsburg Resource Center
108 Bush St
Plattsburg
64477
Jefferson City Customer Service Center 1716 Four Seasons Dr., Suite 104
Jefferson City
65101
Cooper
Cooper County FSD
409 High Street
Boonville
65233
Crawford
Crawford County FSD
272 Cushing Road
Steelville
65565
Everton City Hall
116 W Commercial
Everton
65646
Greenfield Resource Center
150 S Main St
Greenfield
65661
Lockwood Library
721 Main St
Lockwood
65682
Dallas
Buffalo Resource Center
719 N Ash St
Buffalo
65622
Daviess
Daviess County FSD
201 Ash
Gallatin
64640
DeKalb
Cameron Resource Center
207 E McElwain
Cameron
64429
Dent
Dent County FSD
800 West Scenic Rivers Blvd
Salem
65560
Douglas
Douglas County FSD
603 NW 12th Ave, Bldg E
Ava
65608
Dunklin
Dunklin County FSD
1100 Hwy 25 S Bypass Ste 1
Kennett
63857
Cole
Dade
38
Union
63084
Washington Resource Center
1 Liberty Plaza
1108 Washington Square Shopping
Center
Washington
63090
Gasconade
Gasconade County FSD
1008 Highway 28 West
Owensville
65066
Gentry
Albany Resource Center
809 N 13th St
Albany
64402
APO (Aids Project of the Ozarks)
1901 E Bennett
Springfield
65804
Bill's Place
424 E Commercial
Springfield
65803
Burrell/Transitions
323 E Grand St
Springfield
65807
Greene County FSD
101 Park Central Square
Springfield
65806
Harbor House
NAMI (National Alliance on Mental
Illness)
Neighborhood Center/Community
Partnership
636 N Boonville
Springfield
65806
1701 S Campbell
Springfield
65807
330 N Jefferson Ave
Springfield
65806
Rare Breed Youth Drop In Center
301 N Main
Springfield
65806
Salvation Army
1707 W Chestnut Exwy
Springfield
65802
Southwest Missouri Office on Aging
1735 S Fort Ave
Springfield
65807
Springfield Affordable Housing Center
300 E Central
Springfield
65802
Victory Square
1610 N Broadway
Springfield
65803
Grundy
Trenton Customer Service Center
2926 Oklahoma Avenue
Trenton
64683
Harrison
Harrison County FSD
2403 Vandivert Street
Bethany
64424
Henry
Henry County FSD
1661 North 2nd
Clinton
64735
Hickory
Hickory County FSD
Dallas & Oak Streets
Hermitage
65668
Holt
Mound City Resource Center
514 State St
Mound City
64470
Franklin
Greene
39
Franklin County FSD
Howard
Howard County FSD
103 Furr Street
Fayette
65248-1069
Howell
Howell County FSD
3415 Division Drive
West Plains
65775
Iron
Iron County FSD
202 Park Drive
Ironton
63650
Jackson County East Jackson Office
201 East Partridge Street
Independence
64055
Jackson County Fletcher Daniels Office
615 East 13th Street
Kansas City
64106
Jackson County Fletcher Daniels Office
615 East 13th Street
Kansas City
64106
Jackson County Midtown Office
4309 East 50th Terrace
Kansas City
64130
Kansas City-Midtown Resource Center
4309 E 50th Terrace
Kansas City
64130
Operation Breakthrough
3039 Troost
Kansas City
64109
Joplin Customer Service Center
601 Commercial
Joplin
64802-1353
Jefferson County FSD
10325 Business 21 Suite 100
Hillsboro
63050-3587
Jefferson County FSD-Arnold Office
3675 W. Outer Road
Arnold
63010-5232
Johnson
Johnson County FSD
505-B N Ridgeview
Warrensburg
64093
Knox
Edina Resource Center
Jim Sears Technical Bldg, Hwy 6
East Edina
63537
Laclede
Laclede County FSD
2639 South Jefferson
Lebanon
65536
Lafayette
KC Region Nursing Home Office
736 S Business Highway 13
Lexington
64067
Lawrence
Lawrence County FSD
1419 East Church Street
Aurora
65605
Lewis
Monticello Resource Center
500 South Washington, PO Box 66
Monticello
63457
Lincoln
Lincoln County FSD
384 North Lincoln Drive
Troy
63379
Linn
Linn County FSD
103 Forest Drive
Brookfield
64628
Jackson
Jasper
Jefferson
40
Livingston
North Region Nursing Home Office
601 W. Mohawk Road, Suite B
Chillicothe
64601
Macon
1716-B Prospect Drive
Macon
63552
Madison
Macon County FSD
St Louis Region Nursing Home
Office
413 Burris
Fredericktown
63645
Maries
Vienna Resource Center
205 Hwy 63 S
Vienna
65582
Marion
Hannibal Customer Service Center
3055 Holman Drive
Hannibal
63401
McDonald
Anderson Resource Center
929 N Highway 71
Anderson
64831
Mercer
Princeton Resource Center
501 W Main
Princeton
64673
Miller
Specialized Nursing Home Pro. Unit #6 Industrial Drive
Eldon
65026
Mississippi
Mississippi County FSD
718 North Martin
East Prairie
63845
Moniteau
California Resource Center
104 N Gerhart Rd
California
65018
Monroe
Paris Resource Center
315 N Washington St
Paris
65275
Montgomery
Montgomery Resource Center
501 Niedergerke Dr
Montgomery City
63361
Morgan
Morgan County FSD
703 North Monroe
Versailles
65084
New Madrid
New Madrid County FSD
350 US Highway 61 Ste B
New Madrid
63869
Newton
Neosho Customer Service Center
201 North Washington
Neosho
64850
Nodaway
Maryville Customer Service Center
301 East Summit Drive
Maryville
64468
Oregon
Oregon County FSD
Highway 19 South
Alton
65606
Osage
Linn Resource Center
63 Progress Lane
Linn
65051
Ozark
So Region Nursing Home Office
Highway 160 West
Gainesville
65655
Pemiscot
Pemiscot County FSD
911 Highway 84
Caruthersville
63830
Perry
Perryville Resource Center
12 E Wichern Rd
Perryville
63775
41
Pettis
Pettis County FSD
808 Westwood
Sedalia
65301
Phelps
Rolla Customer Service Center
1111 Kingshighway, Suite A
Rolla
65401-2922
Pike
Pike County FSD
1610 Business Hwy 54 West
Bowling Green
63334
Platte
Platte County FSD
233 Marshall Road
Platte City
64079
Polk
Polk County FSD
2110 South Springfield Building 1
Bolivar
65613
Pulaski
Pulaski County FSD
712 Historic 66W
Waynesville
65583
Putnam
Putnam County FSD
702 South 27th Street
Unionville
63565
Ralls
Monroe City Resource Center
1110 Hwy 24, Ste 16
Monroe City
63456
Randolph
Randolph County FSD
1715 South Morley #B
Moberly
65270
Ray
Ray County FSD
901 East Lexington
Richmond
64085
Reynolds
Reynolds County FSD
2394 Highway 21
Centerville
63633
Ripley
Ripley County FSD
Rt. 2 Box 1143
Doniphan
63935
Saline
Saline County FSD
1239 Santa Fe Trail, Suite 100
Marshall
65340-9115
Schuyler
Lancaster Resource Center
209 E Washington St
Lancaster
63548
Scotland
Scotland County FSD
#2 Child Support Lane
Memphis
63555
Scott
Scott County FSD
106 Arthur, Suite A
Sikeston
63801
Shannon
Shannon County FSD
Hwy 19 S & Route F
Eminence
65466
Shelby
Shelby County FSD
306 East Main
Shelbyville
63469
Crider Health Center
1032 Crosswinds Ct
Wentzville
63385
St. Joachim and Ann Care Services
4116 McClay Rd
St Charles
63304
St. Charles County FSD
3737 Harry S Truman Blvd, Suite 100
St Charles
63301
St Charles
42
St. Clair
Osceola Resource Center
285 SE 467 Rd, PO Box 574
Osceola
64476
St. Francois
Park Hills Customer Service Center
140 Staples Drive
Park Hills
63601
St. Genevieve
Ste Genevieve Resource Center
583-B Ste Genevieve Dr
Ste Genevieve
63670
South Lindbergh Resource Center
7545 South Lindbergh, Ste 110
St Louis
63125
St Louis County FSD
St Louis County Jennings Service
Center
9900 Page Avenue
St Louis
63132
8501 Lucas & Hunt
St. Louis
63136
St Louis County North Service Center
4040 Seven Hills Drive
Florissant
63033
St Louis County South Service Center
7545 South Lindbergh Suite 110
St. Louis
63125
St Louis City Chouteau Midtown
3101 Chouteau
St Louis
63103-2926
St Louis City Prince Hall Family
4411 N Newstead Avenue
St Louis
63115
Stoddard
Stoddard County FSD
401 Shawnee
Bloomfield
63825
Stone
Stone County FSD
30832 State Highway 413
Galena
65656
Sullivan
Sullivan County FSD
63556
Taney
Taney County FSD
309 East 3rd Street
Milan
2720 Shepherd of the Hills Expressway
D-1
Branson
Texas
Texas County FSD
16798 Oak Hill Drive, Suite 600
Houston
65483
Vernon
Nevada Customer Service Center
621 East Highland, Suite 1
Nevada
64772
Warren
Warren County FSD
513 West Booneslick Road
Warrenton
63383
Washington
Washington County FSD
10235 West State Highway E
Potosi
63664
Wayne
Wayne County FSD
RT 2, Box 26351
Piedmont
63957
Webster
Webster County FSD
222 Commercial
Marshfield
65706
Worth
Grant City Resource Center
108 E 1st St
Grant City
64456
Wright
Wright County FSD
1801 North Talcott
Mtn Grove
65711
St. Louis
St. Louis City
43
65616
Updated Monthly Report of
Applications Processed
July
44
MEDICAID
Applications Processed
DATE
Apps
Apps
Apps
Total
Pending
Received
Approved
Rejected
Processed
MHN
MEDES (MAGI)
Jan/Feb 2014
32,853
7,456
3,215
10,671
22,182
Mar, 2014
23,454
8,384
4,113
12,497
21,669
April, 2014
17,680
9,999
4,509
14,508
24,841
May, 2017
12,018
8,772
4,508
13,280
18,081
June, 2014
12,634
9,603
5,204
14,807
13,818
July, 2014
16,618
10,243
6,951
17,194
13,242
FFM Transfers
Jan, 2014
0
0
0
Feb, 2014
0
0
0
Mar, 2014
4,510
48
3,540
3,588
4,510
April, 2014
14,423
269
5,889
6,158
21,404
May, 2014
2,908
842
3,648
4,490
17,259
June, 2014
1,622
1,478
5,312
6,790
13,957
July, 2014
1,583
1,494
4,190
5,684
10,543
45