Making full use of the corporate skills related to call center management, we provide, in essence, one-call entry-point access to a host of Medicaid services (the State of Ohio offers over 40 different Medicaid-related programs and services to its residents – ranging from prenatal to long-term home or institutional care).

The Medicaid Consumer Hotline has rapidly become recognized as the predominant “information clearinghouse” for callers regarding their Medicaid-related questions. Types of Hotline callers range from applicants to medical providers and professional advocates seeking information on behalf of their clients. As with all of AHS’ contracts, assistance is offered in a variety of languages. In order to meet the needs of our consumers, the Project works to recruit and hire staff who are bi- or multi-lingual.

Callers seek information about benefits, the application process, access to providers, coordination of benefits and myriad other topics. They also can obtain assistance with billing-related problems, seek reimbursement of Medicaid covered services, obtain program brochures, and file formal complaints (including HIPAA) or request information on the State Hearing process.

In an effort to meet the needs of the working families who are enrolled in Medicaid-related programs, the call center offers expanded daily and weekend hours. While customer service staff are able to answer questions for the vast majority of consumers during the initial call, others may be given a referral for additional assistance.

AHS has designed this Medicaid Hotline model with fully web-based applications. Staff can access the Project database, on-line protocols manuals and provider directories, along with a variety of other reference materials through a secure website making the Project virtually paperless and extremely portable. Additionally, several customized program applications have been created to generate reports and data directly from the Project database, thereby facilitating Project activities such as the next day mailing of informational brochures and completed applications to callers for subsequent submission.

The Hotline operates from 7:00a.m. - 8:00p.m. Monday through Friday, and from 8:00a.m - 5:00 p.m. on Saturday. Messages can be left after hours, and will be returned the next business day. The toll-free Ohio Medicaid Consumer Hotline number is 1-800-324-8680.