Since October 2003, the New York State Department of Health (DOH) has been contracting with AHS to provide education and assistance to consumers calling the Child Health Plus Hotline. AHS offers a convenient, comfortable way for callers to learn about health insurance programs and get help in filling out the applications for insurance. The Project's objectives include:

• educating consumers about the Child Health Plus Program, children's Medicaid and other health insurance (including adult Medicaid and Family Health Plus), and general managed care information
• processing requests for mailings (such as Access New York application, renewal forms, requests for premium reviews, brochures, and flyers)
• assisting consumers in completing applications, most commonly reviewing the documentation checklist, health plan selection, household income, health insurance and household information along with offering screening for potential program eligibility
• referring consumers to other health and human service agencies (Local Department of Social Services offices, Facilitated Enrollment Sites, health plans and Family Health Plus)
• reporting (monthly, annual and ad hoc) detailed information as requested by the State

AHS' Customer Service Representatives (CSRs) staff the Child Health Plus Hotline. CSRs offer courteous, timely, and culturally/medically sensitive education and assistance to consumers over the phone. While maintaining high quality customer service standards (i.e., treating callers with respect and dignity, listening carefully, handling all information confidentially, and effectively managing calls) that has been described as “superb” by NYS DOH, the CSRs handle in-bound and out-bound calls, promote applying for Child Health Plus, and help consumers in both obtaining and completing applications. They respond to consumer questions about health and human services and handle requests about complaints/reviews.

A caller to the CHPlus Hotline stated that the CSR was the most wonderful person she had ever spoken to on the phone and praised her for being compassionate. The caller stated that it was good to know that this type of program is available and there are such wonderful and kind people to answer the phone.

The vast majority of calls handled by the Child Health Plus Hotline are for consumers. Consumers may want general managed care information, specific information about Child Health Plus or children’s Medicaid (or other insurance programs for adults such as Medicaid and Family Health Plus), an application for health insurance, help with completing an application or may even want to request a complaint/review. In addition, providers (including primary care physicians, hospitals, clinics, etc.) and other health and human service agencies may call the Hotline for information and/or materials and applications for an event such as a health fair.

New York State's overarching goals are to assure that children eligible for Child Health Plus and children’s Medicaid:

• enroll in the appropriate program
• access necessary health care services
• benefit from improved health outcomes