DHHS Client Authorization Forms
Transcript of video:
(Auto-generated)
okay so we are recording and Colleen so uh colleen
McKinley as I just said she is the um administrator of the policy development
unit for the Bureau of family assistance so thank you for all uh being here and
Colleen I'll turn it over to you thank you Karen um so I'm like like Karen
stated I'm colie McKinley um so I'm going to go over um the authorization
forms a little bit also about um the New Hampshire Easy View
access only and some changes that occurred in there so we'll go into that a little bit and then as Karen said
we'll open the floor for some questions um so hold on
I I get this situated all right
I'm not getting it to
go do um did you just click on share and
yeah I think I tried to and that didn't work but let me and if you want I can use
mine I'll just move the slides for you if that's
easier it's just not go like it's not
moving sorry Karen hold on that's all right let me do you want me to pull it up for you
yeah might work better that way it's totally
fine so having that up all yeah I can still see you can you see my
screen um yes
okay perfect thank you sorry about that it wouldn't it wouldn't turn go to the next slide so if you want to hit the
next slide for the agenda
so there we go so as we stated we're going to review um BFA form 778 776 777
and 11 and then the next thing we're going to do is go over New Hampshire easy organization dashboards in the view
access um only and some of the enhancements they made I believe in September
and then um potential future changes occurring in 2025 and then opening the floor for some questions so if we could
do the next
slide so the authorization forms the 778 forms that you see in front of you um
are and I don't know if you guys can see it clearly because I could actually
share the actual forms
um they look blurry in that that slide they're a little bit blurry um and I'm
not sure if I can adjust that here I can what I'll do is I'll I'll take over and
I'll just um bring the screen over and then I'll share it back get it back to you share sure
so the first form we're going to go over is the 778 form which is the authorization um authorized represent
representative declaration and this form here is the form that is used for our
clients to be able to assign to somebody the D duties like get and fill out
applications get a copy of their notices talk to an EBT customer um so this is
the duties that the authorized representative would be tasked to do um can you make it a little bit bigger
colen sorry okay yeah absolutely
um is that clearer that's helpful yeah thank you
um an important thing to remember on this form is making sure the client's name is on here clearly it's printed and
dated um if it's not signed by the client then we can't use this form so
even if the authoriz authorized representative the AR fills out the second page and we'll go into that in a
second but the client didn't sign we wouldn't be able to utilize this form it would be a denied form and it wouldn't
allow the authorized representative to be able to get information um the mid in the case number if the
client doesn't have that information it's okay um it if they do have it it's best to have it on there because um if
we just have a client's name and no date of birth and we don't have a midn number or case number sometimes if we don't
have a clear understanding who the client is it sometimes can be denied because we it's really important we're
not sharing any information um and we do have numerous people with the same name so when a client does fill this out we
do encourage them to fill out everything including their datea birth
so just to just to recap recap a little bit or clarify um the
778 specifically relates to um for an individual to be an authorized
representative is that correct yep and can you just Define
what an authorized representative is I just want to level set yes so an authorized representative
is an individual who is representing the client so they are um doing tasks or
duties in lie of or with the client so if the client isn't available or the
client um isn't able to go an interview for SE then they can actually go in
place of the client so also if there's information they need about a case they
can call and get information as if they were the client so any case information the client could it we could also give
that information to an authorized rep so they are an individual who's representing the
client thank you and so on page two of the form is
where the authorized representative would fill out their information and for
organizations on this form it gets a little confusing because we have first name middle initial and last name if
you're looking for as an organiz a to have your whole organization be able to
get information on an individual you would have to put the name of the organization if you put a individual
from the organization then that individual would be the only person able to get information for the client as an
authorized rep so what we say is when you're an organization you'd want to put your
organization here the street address and the address all of the information you can and what your relationship is to to
that individual and then again if the client
signed the other the first page of this it is really also important that the authorized representative does sign and
print their name also um if we don't have this this kind of attests to the
above which are really um some federal requirements regarding being an
authorized representative so it's really important that the form is filled out completely by the organization and sign
a
dated so the next form that we're going to go over is this yeah sorry do you want me
to share or I'm not sure if it will come up blurry that's the only thing we can see if it
will yeah it might be the same kind of concept sorry Karen no that's okay so
this is form
776 share
so this 776 form is the a form that allows
organizations sorry it's like there we go I could see it
okay um it allows an individual um an organization to be able to get New
Hampshire easy access and so what that means is organizations are allowed to
have a New Hampshire easy dashboard to manage their um clients or
their patients um so if you had an individ if you were organization that had six or seven patients that you were
managing you could request a New Hampshire easy access by filling out this form
776 and what this does is it assigns you an actual dashboard there's for for a
New Hampshire easy um dashboard and I think they're turning it into a portal but for New Hampshire easy
um we'll just say dashboard for now it's going to be given to one administrator and that administrator would then be
giving permission in their organization to their um workers to be able to also
manage the um individuals listed in the dashboard so um it is really important
that they understand that if you have numerous workers and numerous patients
or clients that every worker can see every patient or client that's in the dashboard so it's not only the
individuals that the um worker is working with they will see all the organizations um clients in that list or
or customers in that list but this form essentially is for
each client that will allow the organization to look in their account
for New Hampshire easy their specific account um this one here is allowing
them um to Grant New Hampshire easy access consent to their
account so oh I'm I I apologize so yes k sorry so this form here is the one that
allows consent to their New Hampshire easy account I should have probably done the first form first but um so when a
client is in in your organization if you were taking over their New Hampshire easy account this is the form that they
would fill out and the importance of this form is
making sure that you understand that when you do take over the New Hampshire easy account they do not have access to
their account anymore
so I'm gonna actually pause here because I think that some of the questions in the chat that relate to this particular
form um and maybe even the one before it uh are are important we could just cover
right now so the first question in the chat was if we fill out this form as a
home um or assume you the facility uh
can we sign on behalf of the facility I um believe the answer is yes so long as
you're an authorized uh individual to sign on behalf of the facility is that fair to say Colleen correct
okay uh the next question is is this the same for getting read only New Hampshire
easy access I think the answer to that go ahead K go ahead no you're I say this
form here specifically is not this would give you complete access to their New Hampshire easy account it would actually
bring you to their homepage in New Hampshire easy so you would have read
only but you also I mean you would have view access but you would also have full access to their New Hampshire easy
account so does that mean they'd be able to like perform activities in the account like send a message look at
messages and I'm not sure what else they could upload documents through New Hampshire easy they can send changes
they can they can pretty much um they act as on behalf of the
client which is any access they have a client has a New Hampshire easy which is is pretty much reporting changes making
changes to a um their case um that was that is what this form would be used for
okay so the read only view only access that's a that's a different form we're
going to cover is that right okay yeah now that's okay just we got to go through them one at a time because
there's been a lot of confusion questions on it um so the next question is so we have
New Hampshire easy access I am the administrator we've been filling out
form 11 for readon Access as instructed but we're not able to see anything uh
I've been working with Carrie uh still unsuccessful seems to be a disconnect so
I think that's where we're going to cover that with we'll go over form
11 yeah not sure if that's your next form but but we can go over that um we
can do form 11 next I to go Point
um so as I look at the PowerPoint it is also still a little bit blurry but so I
don't know if you have the blank form yeah un that's great um so this is the form
11 um there are some changes coming with this form and we can we can go over that um towards the end um but the form 11 is
author authorization to release information and on this form um for view
access only as you stated um you just fill in view only access um in New
Hampshire easy Department of Health Human Services the name of the organization sign and date um if you're
having the the only issue with I could see when that question that
you asked as far as either someone didn't connect the case to your
organization or I'm not sure if um there's an like if the client didn't
have something with New Hampshire easy sometimes um sometimes it doesn't connect either so that could be what's
going on in that scenario but this is the form 11 for for view access only so
you would have to be um an easy organization in order to be able to have
you access only of a client's um information or a Hamshire easy account
so as long as you have filled out the proper form which is the 777 which we'll go over in a minute you would then have
to have this form filled out um to have you access
only and it's the individual who would send it and it's based upon the individual's um New Hampshire easy
account I don't see any other
questions oh one just appeared so you have to have both the 776 and form 11 to get
access so you have to be at New Hampshire the organization so when we go into that one
yeah yeah when we go into that form um so we'll flip over to that one so let me just go and grab that form
um so this is a new easy new hampsh New Hampshire easy provider enrollment form
so when we when I was talking about the dashboard I should have probably pulled this form up first but this is the form
that has to be filled out in order for your organization to have access to New Hampshire easy as a a provider so when
we talked about the 776 form in the form 11 those are different
duties that that that you would be able to allow based upon um client on the client the individual so the first thing
if you want to be an organization that has view access and has full access of New Hampshire easy on on anybody that you are managing
you first the first step would be filling out form
777 all right this thing is it's filling up form
777 becoming a New Hampshire easy provider and then based upon what access
you want for the individuals that you serve it would be either filling out 776
which is full access to the New Hampshire easy account or form 11 which is view access only so if you have an
individual you just want to see what's going on with their case with the status is um and we'll get into what you can do
with Vue access only because it has really increased some of the services that you're able to do now um it just
wouldn't allow you to have the ability to change anything in their New Hampshire easy account which in turns is
changing their case with us so for example of adding a individual into the case so if somebody you know you had um
you were a New Hampshire easy provider you filled up form 11 you wouldn't be able to add an individual to the case
but if you had form 776 filled out if the client filled that out for you um
then you would have full access to be able to add that individual to the
account so the first step would be to fill out form
777 okay so that's to get so if I'm a facility and I have 10 patients um who
have applied for Medicaid um and long-term care services in order to see all of them
like in one shot one da on the dashboard to see who they all are um that's the
777 to get the dashboard correct which then
um whoever you as a facility assign in your organization to see that dashboard
is entirely up to the facility to do but then if I want to look at an
individual client's um uh information on New Hampshire easy then I have to get uh
form 11 uh to be able to see them in New Hampshire easy um to see certain
information we can talk about that but if I if the client wants me to basically
do some of the work on their behalf as if I were the client that's
where I would need form 776 to go in New Hampshire easy and be
able to take action correct can I see
um so who do I reach out to to see what we have on file now because we've had the New Hampshire easy access for years
but there's still a disconnect for the BFA form 11 read only
access um so the 777 as I understand it is processed by New Heights y uh and I
believe there's a particular contact there who can help with that particular
need is that so we'll get that particular contact and make sure that that gets
included here how long does it take for us to get
view access once we submit I work with several centers we submit a lot of form 11s but still don't have access to
Residents it's been a couple of months at least um so we want to get you this information or be able to access the
information as soon as possible and I've been having that conversation recently with uh our systems folks uh and uh the
healthc care Association about how can we ensure that
um these particular forms uh are uh marked as priorities to get
processed so that you can have that access we don't want it to take months either because the more we can help you
help the the clients the the better it is for all of us so I'll provide some
more updates to that um as soon as I have
them uh is there a way we can still find out what reies are do in the interim because we still can't see any
one uh yeah that's another conversation that I'm having because I know we made some changes recently to um uh where we
were putting out a a roster which was quite a manual process for us as well uh
and hoping that the changes for New Hampshire easy would actually enable you
to see the information um more specific information a lot better um I think there are some
challenges with that that I've been told uh so we're looking into how we can um
basically create a way within the system that could generate that kind of a a
report for you like what you what you were getting before we made this the changes in the system for New Hampshire
easy access so I'll continue to keep you informed about that too
so I think that's it for the forms um if you wanted to pull up the
PowerPoint um there's some links in
there so one of the things is it not working no oh can you not see it no I
can did link come
up no I can share that's okay I can share hold on
sorry oh I got a popup it says it's taking longer than expected yeah
really it's coming up now but I will have to share that separate window
so what Karen is pulling up on that um on that link and what I want to make
sure that people understand is important is that when when when somebody is
um wanting access either through the 777
um taking over full access of somebody's account so the 77 776 form sorry um so
when somebody wants full access of somebody's New Hampshire easy account they have to either be and it's the if
you could just scroll just a tad bit Karen it's the it's um number four on
here we have to have the oh
sorry where do you want me to go sorry can no can you scroll up where it says it says a and then it has four there one
two three four in the actual
rule there you go so right there so if an individual wants an organization to
have full access to their New Hampshire easy account they have to be one of these four um they have to be acting as
one of these four which is either the um case heads Guardian Conservatory
protective pay authorized representative or a power of attorney so what we've
seen sometimes in the field and um talking to Carrie too is that you have
um individuals that want full access to a client's account and they are only
let's say a um they're not they don't fit into one of those categories that I just read they would have to also fill
out the 778 that we just talked about so if you are not a guardian a conservatory
a protective paye or a power of attorney and you want full access you would have to fill out the 778 form also and that
is for all programs that's for Medicaid that's for cash that's for um SNAP
benefits in childcare so I just wanted to to make
sure that was clear for this presentation because not only would you have to fill out the 776 the 777 you
would also have to fill out the 778 so that you could have um full access to no Hampshire easy
do you want me to go to the next rule um that's fine yeah I think the
next one is um yeah actually this should be all set as far as not having to pull up form separately so if you could share
the next piece of the PowerPoint you don't have to pull up another regulation this is just showing
the difference for SNAP sorry I apologize it'll be the next slide
here we go how's that so yeah that's perfect so
it's the individuals I know that I seen in the chat that some people already have access to new easy as a provider I
just kind of wanted to go over just because there was some really great changes that were um done in September
regarding view access only so if you're not an organization that was like I don't really want that um I think once
you see the changes that were made um you might um you might want to now have
VI access so this would be kind of what you would see as the dashboard as I was saying um you'll see some things on this
that you wouldn't probably have like the long-term care support um services and supports you wouldn't see that but you
would see create an application to help a cent apply for benefits find an application and then depending upon
whether or not you have individuals who have filled out a 776 or a um form
11 that's when you would see maintain information managed cases and view case status so if you want to go to the next
screen
Karen so as you can see it just has the it had like The View access there but this is the view case status so once you
hit that view status this is what you would see you would see the list of um
individuals underneath you can do a search and now there's this new availability of view access only where
you can actually get more detailed information when it comes to case status details you can upload documents you can
see what required verifications are out there still that we have requested recently and you can see View case
notices so you can see I believe they said the last three notice of decisions you can see
so um if you want to hit the next presentation and next um
slide so I just go into a little bit of the details on each so this is kind of what you would see if you went in for
case status details it will go into I don't know if um if individuals had view
access before but it was very it was just one little screen and you just had um the DOT this shows if it's pending if
it's opened or closed where before it was just it would say opened or or close so this will be the details that you
will see if you press that on an individual that's listed under your dashboard and you have VI access only to
them and then if you want to hit the next slide so document upload actually gives
you three options which is uploading um proofs to a case and when you upload you
can actually index the document that you're uploading and who it's being sent to so most likely you'd be sending it to
um Bureau of family assistance but we do have like child support and um Bureau of Employment supports which is our work
program so you can also um index it to those organizations so as far as the category
it would be like how you would index it is it will say income and then the actual type will be like self-employment
or regular income so you'll be able to index the documents that you are uploading into who what individual
you're uploading the document for so that's the upload piece of it and then
the view document upload history will show whether or not the proofs were
uploaded and what what has been uploaded and then the status um your do the next
one is document history you can look at the status and that will tell you whether it's still unprocessed which
means that someone hasn't actually acted on that document that has been um
submitted or it will show processed and that means that it was processed and it had been acted
on so looking at a couple of the chats uh yes everyone will have access to a
copy of this particular presentation and the invitation was sent out by the New Hampshire healthc care Association so if
you are on their list serve uh or or connected uh with them that is the first
instance how you would get this uh I will coordinate with them regarding anyone who isn't uh on that particular
uh list for them uh and make sure that others have access to this as well but we'll ultimately be putting it on our
website so it'll be published um uh I've been told that it's better to
email documents and proofs than to upload on New Hampshire easy is that
accurate I would say that um it would be
uh more efficient faster to upload through New Hampshire easy because when
you email documents to us then somebody has to retrieve them from an email and
then go upload them ourselves which may take
uh it'll take more time to be able to take those additional steps compared to
if uploaded it directly uh uh yourself or or a client uploaded them so I would
absolutely um promote the use of New Hampshire easy to do that in the first
instance and I just want to add too I don't know when um that information was given to you I know that there was some
issues with like being able to take a picture or the way it was scanned but there was a bunch of changes made in the
last I would say two maybe three years that make it a lot easier to upload um
documents without it getting kicked back
so so then required verifications is um when we request um verifications from an
individual you will have access to um this screen which shows you what
verifications are or have been requested um and even in this screen it will show
you um the status so that it was not received if it was submitted so if you
went and you submitted all the documents by uploading you should be able to come back into the screen and see that they were all submitted this screen will show
until the case is actually open so you will have access to see again whether they are processed on the other screen
but you also will see that they have received or it has been submitted the
document um also on here you can actually upload right from the screen these changes actually were made few
months ago so this is a newer screen but you can do everything right here in the screen as far as uploading information
too
here and then um the view case notices you can review client's notice history
here letters to clients view the actual notifications on the reason for denials
verification checklist so everything can be found here um so as far as these four new or
more enhanced um view access only um additions that they
added the only thing you couldn't do in view access only is change things so you
can view access but it's a little bit more enhanced than it used to be where you can upload information and now see
um more detailed status information and you can see the history the notices and
letters so that's it for view access only and then this was just showing you that there's um for the individuals that
you have listed in your organization that have filled out form 776 that you in order if you had you I'm
sorry New Hampshire easy access of their accounts when you hit the manage cases it will bring you to their homepage so
it would be like them going into their New Hampshire easy account so you would select the
individual and then once you hit their their name it would bring you to their um to their main page of their New
Hampshire easy account and that that's where you'll be able to see everything that you could see with view access only
but you also can make changes to their case you can report changes you can make changes um you can go in and change the
income amount um and that will come over to the Department
so so I know that um when we are talking about just even
saying it when we're presenting this presentation about all the different forms and how you have to fill them out
and which one you fill out first and then you know what ones you have to fill out for other things so we are really
looking at potentially changing um the processes on these and making them more
streamlined um ability to to have these these services or availabilities for
being able to view access um to view view only access to their account in 776
so one of the potential changes is um BFA forms 11 and 776 will be accessible
and able to be filled out signed and submitted online so that's one of the changes hopefully coming in
2025 form 11 is going to be revised so the form 11 was originally not for view
access only so now it will be very specific to that um task and then
increasing the time that a new form 11 would need to be submitted so right now and I and I actually forgot to add that
so form 11 which The View access only expires after a year so we are looking
at regulations right now to see if we can increase the time from one year to a
longer period of time or allowing the client to determine how long they would want someone to have access to their
account for view access only and again um just this presentation
we are looking at streamlining policies and potential
forms so I'll note just another question that popped up in the chat um just to
clarify in order to get access to each client in our facility form 11 and form
776 would need to be submitted for each client uh so if I had 100 Medicaid
clients we'd need form 11 and 776 for each of
them so for for that question the seven form 11 and 776 you
probably wouldn't want both of them filled out because if you're going to have them fill out form 776 that would
mean that you have access to view their case and to make changes to their case so so depending upon what kind of access
you want to their information it would either be form 11 or form
776 um so start there but yes I I I see what you're you're saying though so if
you had 100 Medicaid clients and you wanted view access for all of them each individual would have to fill out form
11 because the importance of doing that is making sure that the individual themselves are signing off on all the
information and all the requirements that they understand that they're giving this um confidential information to your
organization I I think what's helpful to understand with that as well is the some of the the purpose behind that so while
we are authorized under hipa to be able to provide you with information uh about
uh about the client and the client's case but New Hampshire easy is is a um a
self service portal that contains information in addition to Medicaid uh
really extends Beyond just Medicaid so if that particular individual has information about other programs or
other things that are not Medicaid specific um those other programs we have
the requirements that do uh um uh set in place a lot of uh the necessity for
confidentiality related to those other programs so the that's why form 11 is
really uh essential for um that understanding because they are also
authorizing you to be able to see other information that is uh outside of
Medicaid so that's really uh a pretty significant necessity uh and the reason
for for form 11 it's a good point so another question we've been
filling out for 11 since September October we still don't show our
residents in New Hampshire easy that may be um because the forms
right now when they're uploaded or submitted to us um they go through the
document Imaging process like every other document so I can't remember um uh
where we're at in in the status of uh which day's documents like if it's
yesterday or last week's documents that we're we're in the middle of processing now but that I think is one of the
reasons why uh they get delayed and we want to be able to see what we can do to
identify those particular forms um that are sitting in the queue so to speak to
identify them sooner uh so that we could Pro them process them as a priority
that's something that we're looking how can we do that uh just so that we can get you the access uh sooner than than
later
okay any other [Music]
questions is there anything else on any of the forums you have questions on specifically you would like to bring up
here and and if you want to unmute yourself to to verbalize a question instead of the chat I think that's fine
to do here
now okay
okay if you think of questions afterwards um please feel free to uh
send them uh submit them to you could submit them through uh the New Hampshire Healthcare Association if you'd like uh
or uh any of the members uh and we will absolutely um get them the answered for
you you're welcome to also send them to me I will add my uh contact information
in the chat as well um and I will try to get them uh answers uh answered as soon
as possible um so that uh uh you all can
uh help all of our clients so thank you very
much okay thank you Colleen I really appreciate you being here with us I
appreciate it thank you
I'm going to stop recording