Customer Contact Center Food Stamp/Family Medicaid Phase II ...

Call Center FS & FM Phase II PG February 29, 2008
Initial Application
NARR Documentation Requirements
• Document manually the following on NARR:
• The case action
• Type of contact
• A summary of the initial conversation held with the A/R
• HIPPA notice provided
• A questionable mailing address
• The directions to the A/R’s home, if needed
• There is an ADT for documentation of claims which includes the following:
• Over issuances
• Under issuances
• OFA referrals
• Claims actions
• IPV disqualification
• Press F21 to document NARR for Margaret Simmons
• Press tilde(~) to add FICM information and then document remarks
Note: By pressing the tilde key on the NARR screen the date, a space for the type of
contact, and the date will pre—populate to the narrative screen.
UPDATE NARRATIVE - NARR NARR
01
10/05/06 – time – OV – Case manager – Load ID – County – Phone Number –
OV - MS.SIMMONS IS APPLYING FOR FS TODAY BECAUSE SHE LOST HER FT
JOB. SHE IS APPLYING FOR HERSELF AND TWO CHILDREN. SHE EXPECTS TO FIND
ANOTHER FT JOB SOON. A/R WORKS PT EARNING $50/WK, RENT = $250/MO.
HIPPA notice provided.
More
MESSAGE
13-bott
Press ENTER to return to ADDR
PG-9