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Arkansas Process Improvement Project. Derick Easter, Arkansas Advocates John Kennedy, DHS Mary Jane Harris, DHS Sharon Benton, Poplar House Clinic. Project Aim Statement :

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Arkansas Process Improvement Project

Derick Easter, Arkansas Advocates

John Kennedy, DHS

Mary Jane Harris, DHS

Sharon Benton, Poplar House Clinic


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Project Aim Statement:

Decrease the percentage of Medicaid case closures by one-third within 6 months (January 1, 2004 – June 30, 2004) by calling families that fail to return their renewal form and conduct re-enrollment via the telephone.

Strategy:

Follow up with customers prior to Closures


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Changes Tested to Date

  • First of all we wrote a script for case workers to use when making calls

  • Then we tested it with the workers

  • Next, we changed the Annual Renewal Notice and Eligibility Report Form to accommodate doing re-enrollment via the telephone.

  • Then we developed procedures for the caseworkers to follow when doing re-enrollment via the phone.

  • Then we started making calls


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SUMMARY

To date we have made 128 calls and completed 89 renewals by phone.

For more information please refer to our data sheet posted on the story board


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