ELECTRONIC “VIRTUAL” MAP APPLICATIONS: Electronic (“Virtual”) MAP ONLY applications, are completed at a community partner location and submitted electronically to Central Health for processing.

Staff receives call

1. Pull up client record.
2. Verify coverage, address and phone number. If address or phone number has changed, follow instructions under Change of Housing Type, Address and/or Phone number.
3. Refer to notes for status on application.
4. If a client calls about a virtual application denial or no application was found, refer the client back to community partner who submitted the application.
5. If the community partner agency calls about the status of a virtual application and it was denied, give caller the bpteam email address. bpteam@centralhealth.net
6. If the client is not satisfied with the denial result, inform them of the appeal process.
7. If client’s application was approved and a card was mailed, but not received, verify address and phone number. If address or phone number has changed, follow instructions under Change of Housing Type, Address and/or Phone number. Follow instructions under Lost MAP Card.

MAIL-IN MAP APPLICATIONS

Staff receives call regarding status of Mail In application:

1. Pull up client record.
2. Verify coverage, address and phone number. If address or phone number has changed, follow instructions under Change of Housing Type, Address and/or Phone number.
3. Refer to notes for status on application
4. If no record was found submit a contact “No record of Mail-in Application”.
5. Relay information to client offer options on how to apply for MAP.

Questions on Missing Document Letter

1. Pull up client record.
2. Verify coverage, address and phone number. If address or phone number has changed, follow instructions under Change of Housing Type, Address and/or Phone number.
3. Refer to notes for status on application
4. Pull up Missing Document Letter
5. Relay information to client

I have missed the deadline for submitting my missing documents.

1. Check file date on application in CHASSIS Software
2.  If date of call is near the file date of the application , inform the client they will need to submit document by deadline.
3.  If date of call is past the deadline in the letter, but documents can still be received by Central Health Eligibility Services with in 30 days of the file date on the application, inform the client they can still mail in the missing documents or fax.
   • Note: If income reported on an application was previously submitted, inform the client that they can still mail in the missing documents.

I received a missing document letter, but I sent the documents with my application. What did you do with my documents?

• Inform the client that we have all the documents that were submitted with his/her application and unfortunately the missing document was not included. In order to complete the application they will need to send the missing documents to us by mail or fax or we can schedule an appointment for the client to come in and complete his/her application.

I received a letter denying my mail-in application.

1. Pull up Denial Letter in client record
2. Inform client of reason for the denial
3. If client is not satisfied, inform the of the appeal process