In mid-2003, the New York State Department of Health (DOH) contracted with AHS to provide education and assistance to consumers calling the Child Health Plus Hotline. The Project's objectives include:

• educating consumers about the Child Health Plus Program (Child Health Plus A & B); other health insurance and general managed care information;
  
  
• processing requests for mailed materials (i.e., such as program applications, brochures and locations of Local Department of Social Services, Facilitated Enrollers, and health plans);
  
  
• assisting consumers in completing applications;
  
  
• referring/transferring consumers to other health and human service agencies as needed and appropriate;
  
  
• handling requests about complaints/reviews;
  
  
• measuring consumer satisfaction; and
  
  
• reporting information requested by the State.
  
  

The Child Health Plus Hotline Project helps people get health insurance for their children. It offers a convenient, comfortable way for them to learn about health insurance programs along with help in filling out the applications for insurance. The Child Health Plus Hotline also mails information to consumers upon request.

AHS' Customer Service Representatives (CSRs) staff the Child Health Plus Hotline. They provide education and assistance to consumers (over the phone) that is courteous, timely, and culturally/medically sensitive. 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), the CSRs handle in-bound and out-bound calls, promote applying for Child Health Plus, and help consumers in both getting and filling out applications. They respond to consumer questions about health and human services and handle requests about complaints/reviews.

The vast majority of calls received by the Child Health Plus Hotline are from consumers. Consumers may want general managed care information, specific information about Child Health Plus A & B (or, although less likely, about other insurance programs), 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 A and B:

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