executive office of health and human services mtf updates · eohhs virtual gateway . 14 . tip:...

Commonwealth of Massachusetts Executive Office of Health and Human Services

Commonwealth of Massachusetts April2010

EOHHS Virtual Gateway: MTF Updates

April 2012

EOHHS Virtual Gateway

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New My Account Page “Document List”

• “Envelope Category” and “Document Category” is for internal purposes only. Please disregard.

Document Status in MAP

• MAP users now see when documents sent to MassHealth during the past 18 months for a household were received, and whether they have been processed.

• Contains document information, not copies of actual

documents themselves.

New!


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Multiple Documents in One Mailing or Fax

Document Status in MAP New!

• If multiple documents were sent in one fax or mailing: You will not see all of those documents in the list:

You will only see the name, randomly selected, of one of the documents.

So, it’s a good idea to check the list first for a “Date Received” around the time you think it was sent in, rather than first checking by “Document Type.”


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Social Security Number

Document Status in MAP New!

• For a document name to display, document must include Social Security Number (SSN) that matches the SSN of the household member that the document is about.

• So, all mailed or faxed documents need to have the applicable individual’s SSN on it for it to be shown.

Example: If a birth certificate for a spouse were mailed or faxed (alone, with no other documents), it must have SSN for that spouse on that document for it to be displayed in the MAP list.


Head of household (individual who

signed the application and is currently receiving

benefits) can register / log into

member-facing My Account Page

Heads of

household can also now see

the new document list!


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• Almost 100,000 Head of Household users!

• Almost 100,000 searches have been performed by Health Assistance members!

• 5,293 Change Forms have been submitted by members!

Member-Facing MAP & Change Form:

EOHHS Virtual Gateway Poster and Flyer

• Download, photocopy, and distribute flyer to your clients and patients!

• Order free flyers and posters: Call 1-800-841-2900. Press “1” then “8” at the prompts.

http://www.mass.gov/Eeohhs2/docs/masshealth/provider_services/forms/map-flyer.pdf

EOHHS Virtual Gateway 24 - 7 Phone Service


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Tip: Check Your VG “Incomplete Application” Lists Regularly

Incomplete Application Lists

• These are applications begun by you or your organization but “suspended” without being submitted to MassHealth

Incomplete applications for <Your Organization>


Incomplete applications can be displayed by the user who entered it or by the organization where the application was entered

Click application number to open incomplete application



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Why check VG “Incomplete Application” lists regularly?


• Occasionally, VG users become so busy, they “suspend” a VG application, forget to come back to it, send verifications and signed signature pages to MassHealth, and assume their date of service is covered.

• However, please remember: The “date of application” is the date MassHealth electronically receives the VG application.

• The longer an application is kept in “suspense”, the less likely the applicant will receive appropriate coverage for the applicable date of service. This affects both your facility as well as the applicant.

Incomplete applications for <Your Organization>


Search for specific applications having “Status” of “Incomplete”



Run reports (on screen) containing all “Incomplete” applications for a specific period of time



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Tip: Fax/Mail Cover Sheets

Which Fax Cover Sheet to Use?

• Be sure to refer to Fax/Mail Desk Guide for which cover sheet and address/fax number to use.

• Use VG-generated cover sheet when your organization submits a VG application and it is pending its intake (initial) determination.

• CPU has noticed that some organizations are using the generic cover sheet when the VG-generated cover sheet should have been used.

Thank you!

www.mass.gov/eohhs/docs/masshealth/provider-services/mfcs-guide.pdf


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Tip: VG-Generated Fax/Mail Cover Sheet

Need Your Help

• Please write on VG-generated cover sheet your organization’s name, sender and phone number.

• Why? If you forget to click VG “Submit” button, but you fax MassHealth documents using the VG cover sheet, we cannot determine who sent them, to notify you that the application was never submitted.

• Valuable time can be lost if we cannot contact you / your organization.

Fax: 617-887-8799

Organization name, Sender, Phone No.


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More Tips: Fax Cover Sheets

• Be sure to indicate the actual number of pages you are faxing on the cover sheet – this affects the scanning process.

• Also, please be sure NOT to fax signature pages - they MUST be mailed with the cover sheet.

Thank you! www.mass.gov/eohhs/docs/

masshealth/provider-services/mfcs-guide.pdf

Need Your Help

EOHHS Virtual Gateway Quality Assurance – Request

Suggested VG User Policy Going Forward: General MEC Policy:

Staff not allowed to look into or process case either for themselves, family member and/or friends.

• If the application is for:

§ the staff person, they must bring it to a manager for processing.

§ a family member, friend and/or someone that they know, bring to supervisor

• If worker comes across application while processing their assigned work they must forward to a supervisor manager.

• If family member/friend contacts them, they should direct the family member/friend to follow the normal procedure. However, if worker brings it to a manager, MEC will process but not talk to the staff person about the case.

• If managers receive inquiry from someone they know, they must pass that inquiry down to a supervisor or staff, who will follow up with person.

CST Policy: • CST employees who receive or are applying for medical benefits through the Commonwealth must

not access their own case. Employees should contact their supervisors for assistance.

• Accessing and/or altering confidential info belonging to a friend, family member, associate, or anyone else with whom the employee has an established relationship is subject to disciplinary action.

Reminder: Application Integrity – Request


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Questions?