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An Innovative Approach to Effective Advocacy. Presented by Amy Adachi, MPH Medicare Rights Center. What is the Medicare Rights Center? . MRC is the largest independent source of Medicare information and assistance in the U.S.
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An Innovative Approachto Effective Advocacy Presented by Amy Adachi, MPH Medicare Rights Center
What is the Medicare Rights Center? • MRC is the largest independent source of Medicare information and assistance in the U.S. • Founded in 1989, MRC helps older adults and people with disabilities get high-quality, affordable health care. • MRC has three main programs: • Education and training • Client services and enrollment (LINCS) • Policy and advocacy to protect, enhance and extend Medicare
What is the Health LINCS program? • LINCS (Linking Individuals in Need With Care and Services) • LINCS uses the “online volunteering” model of counseling. • LINCS reaches out to help keep people and programs healthy. • Counselors: • Help people anytime from the comfort of their own home • Educate people about assistance programs • Help enroll people in these programs • Will counsel on other Medicare benefits as the program expands.
What services does LINCS currently offer? • Extra Help • Federal program that helps pay for some or most of the costs of Medicare prescription drug coverage. • Medicare Savings Programs (MSP) • State programs that help pay Medicare out-of-pocket costs. • Possible “backdoor” to Extra Help. • EPIC • NY state pharmaceutical assistance program. • Can work well with Extra Help.
How did LINCS start? • Historically, MRC has a large number of volunteers in NYC helping clients centrally from our NYC office. • Unprecedented need for Medicare counselors with the advent of Part D. • We wanted people outside of NYC, or working from home to be able to be part of our team. • LINCS allows volunteers to be outside of NYC—in fact, anywhere in the country.
Why is LINCS special? • Recruiting great volunteers can be tough. • People may be interested but have limited time or mobility. • The LINCS solution: Online volunteering - training volunteers to work from their own homes where they can work with clients on their own schedules.
How are LINCS volunteers trained and managed? • The LINCS volunteers website promotes community and keeps volunteers “in the loop” and connected to MRC. • LINCS volunteers are trained remotely. A volunteer must have the ability to talk on the phone and be on-line simultaneously. • Volunteers are supervised by MRC staff on a regular basis. • LINCS volunteers identify as being part of MRC, promoting MRC’s name.
How does remote volunteer training work? • MRC LINCS fellows train volunteers by phone. • Training format encourages connection between MRC trainer and volunteers. Training course series includes: • An initial screening interview • Four one-hour telephone “classes” • E-mailed homework • Follow-up role-play session to practice counseling clients. • MRC has created web-based toolkits to equip volunteers to work from home. Volunteers access their web-based toolkit from the LINCS homepage.
What role does technology play? • Technology makes LINCS possible. • LINCS merges the age-old practice of volunteerism with web-based technologies. • LINCS uses specially designed Volunteer Matching Software • LINCS volunteers use Medicare Interactive, the MRC information website about health care rights, options and benefits, to manage their clients and troubleshoot client problems
How does Volunteer Matching Software work? • A website houses all potential and active LINCS clients. • Volunteers log in at their convenience and are assigned clients who need their expertise. • Volunteers have the option of choosing clients in their geographic region. • Other organizations can refer a client to a LINCS volunteer. • Potential clients can access the site and sign up themselves or someone else for help. • MRC oversees the site and reviews all work that a volunteer completes.
What is Medicare Interactive? • MI is a web-based tool, a one-stop source for information about Medicare, health care rights, health care options and benefits. • MI uses clear, simple languageto provide accurate, timely information on all aspects of Medicare. Covered topics include the Medicare prescription drug benefit (Part D), coverage details, appeals rights, coordination of benefits, long-term care, and low-income assistance.
What other technology makes LINCS possible? • Detailed scripts that guide a volunteer, through the screening process for example. • Benefit calculator that does all the complicated budgeting for a volunteer when screening for Extra Help and MSP eligibility. • Secure database for volunteers to input all the work they do to be reviewed by MRC staff.
How does LINCS find clients? • Creating innovative partnerships with local unions, pharmaceutical companies, National Council on Aging. • Outgoing calls to people identified as low income to reach individuals that may otherwise go untapped. • Planned outreach for expansion to reach full spectrum of Medicare beneficiaries in need of help, especially those who are homebound, and without computer access.
What is the value added by LINCS? • LINCS promotes the concept of the online counselor as a health care navigator for Medicare beneficiaries. • LINCS volunteers establish connections and work with clients from beginning to end • LINCS volunteers screen individuals for programs that will save them money • LINCS volunteers will inform individuals of Medicare benefits of which they may not be aware. • LINCS volunteers fill out applications for eligible individuals
Value added (cont.) • LINCS volunteers • follow up with clients 4-6 weeks after helping complete an application • Assist clients in selecting a plan and make sure that the plan meets the client’s needs • Become advocates and pilots for the client in navigating the maze of Medicare • This model builds connection and trust between clients and MRC
Value added (cont.) • LINCS volunteers become active case workers and policy advocates • Find clients in all aspects of their own lives - helping their families and friends with Medicare. • Develop investment in Medicare policy fueled by direct work with clients. • Become a knowledgeable voice for Medicare policy changes, and health care in general.
What other partnerships have made LINCS possible? • The local chapter of AARP has been an integral partner in identifying both clients and volunteers. • The local teachers’ union sent out a mailing to retirees • MRC has worked with a garment workers union to inform members about benefits • MRC has matched volunteers with clients in their geographic region and with the same language capacity to facilitate successful counseling
Who volunteers for LINCS ? • Busy professionals who might not otherwise find time to volunteer. • Current medical and law students who want to learn about Medicare in addition to their field of study. • People who are homebound and want to help and connect with others. • Advocates who want to work directly with clients.
LINCS volunteer testimony • “Without the positive support from MRC staff (along with the online resources), I do not think I would have continued to volunteer, as I was not convinced of my competence. While it is very rewarding to assist beneficiaries, I am grateful for the system of checks and balances in order to preserve the integrity of the information I am submitting and relaying.” -Alison, Health LINCS counselor
LINCS volunteer testimony • “My disability makes it impossible to work and tends to promote isolation. An adviser suggested volunteer work to help dispel the chronic pain and depression. Assisting others became good for my self-esteem and recovery.” -Anthony, Health LINCS Counselor
LINCS volunteer testimony • “I have learned a great deal from my experience as a LINCS counselor thus far. The trainings and online materials, including MI University and a searchable database of Medicare information, that the MRC team have developed are… comprehensive and clear. Not only do I feel well prepared to interact with beneficiaries and confident in my ability to assist them with understanding the drug benefit, I have learned so much about Part D, the enrollment process, and about the Medicare program in general.” -Paul, Health LINCS Counselor
LINCS volunteer testimony • “The people I have dealt with were completely in the dark as to how to help themselves.” -Anthony, Health LINCS Counselor
Who can refer clients to LINCS? • Anyone who cares about someone with Medicare. • Advocates for older Americans or people with disabilities. • Doctors, nurses, medical office managers. • Friends, family and caregivers of Medicare beneficiaries. • Individuals can self-refer.
Next Steps for the LINCS program LINCS is poised to grow… • Targeting clients outside of New York State to further the reach of MRC and LINCS. • Reaching more beneficiaries in need of counseling on Extra Help and MSP. • Adding a LINCS counseling component on Medicare preventive benefits. • Expanding to include more general counseling for people with Medicare.
Why LINCS works: • LINCS merges the age-old concept of volunteerism with modern web-based technologies. • It creates an intergenerational connection between people with Medicare and younger people who volunteer for LINCS. • LINCS fills a gap in the volunteer landscape.
For more information and help • Medicare Rights Center website: • www.medicarerights.org • LINCS Hotline: (888)RX-LINCS (888)795-4627 • Medicare Rights Center Hotline: (800)333-4114 • Medicare Interactive (MI) website: • www.medicareinteractive.org/help.html • Simply create a unique username and password for access to the public sections of MI (you will be asked for brief information upon registering).
