New York SCHIP – Child Health Plus Hotline

From 2003-2010, the New York State Department of Health (DOH) contracted with AHS to provide education and assistance to consumers calling the Child Health Plus Hotline. AHS offered a convenient way for callers to learn about health insurance programs and access 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), and
  • Reporting (monthly, annual and ad hoc) detailed information as requested by the State

AHS’ Customer Service Representatives (CSRs) staffed the Child Health Plus Hotline. CSRs offered 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 was described as “superb” by NYS DOH, the CSRs handled in-bound and out-bound calls, promoted applying for Child Health Plus, and helped consumers in both obtaining and completing applications. They responded to consumer questions about health and human services and handle requests about complaints/reviews.

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