P519 Appointment Letter Processes

Program	Manual Section
ALTCS	MA519

Procedures

The following sections describe the processes for setting up the appointment and including standard comments for appointment letters:

Scheduling appointments and mailing appointment letters;
Standard comments for financial appointment letters; and
Standard comments for Preadmission Screening appointment letters.

1) Scheduling Appointments and Mailing Appointment Letters

If…

Then…

The customer or representative has confirmed the appointment time

AND

The appointment is at least 7 calendar days in advance

Schedule the appointment using the available times in the drop-down list of 7:00am to 4:30pm, for the agreed upon date and time;
Send the appointment letter; and
Document in case notes that contact was made, and the appointment was confirmed.

The customer or representative has confirmed the appointment time

AND

The appointment is scheduled less than 7 calendar days in advance

Schedule the appointment using the available times in the drop-down list of 7:00am to 4:30pm, for the agreed upon date and time;
Do not send the appointment letter; and
Document in case notes that contact was made, and the appointment was confirmed.

The customer or representative missed a previously agreed upon appointment

AND

An appointment letter was not sent because the appointment was less than one week in advance

AND

The customer or representative has not returned your phone call to reschedule or complete the interview

Schedule a new appointment using the available times in the drop-down list of 7:00am to 4:30pm. The appointment must be made at least 7 calendar days from the date the interview is scheduled;

NOTE When there is a state-observed holiday between the date the letter is generated and the appointment day, schedule the appointment at least 8 calendar days in advance.

Send the appointment letter; and
Document in case notes no contact was made and an appointment letter has been sent.

Contact has NOT been made with the customer or representative

The customer or representative has not confirmed the appointment time

Schedule the appointment using the available times in the drop-down list of 7:00am to 4:30pm. The appointment must be made at least 7 calendar days from the date the interview is scheduled;

NOTE When there is a state-observed holiday between the date the letter is generated and the appointment day, schedule the appointment at least 8 calendar days in advance.

Send the appointment letter; and
Document in case notes no contact was made and an appointment letter has been sent.

2) Standard Comments for Financial Appointment Letters

Comments must be entered on every appointment letter. The table below provides standard language for appointment letter comments. Additional comments may be added when more information about the scheduled interview must be given to the customer or representative, but additional comments may NOT include information that is already provided in the appointment letter.

The following comments must be used when scheduling financial interviews.

Situation	Comment
You tried contacting the customer or representative but there was no answer OR You called and confirmed the appointment time with the customer or representative	I will be calling [NAME] at [PHONE NUMBER] on the date and time listed above.
	Llamare a [NAME] al [PHONE NUMBER] en la fecha y hora indicadas asía arriba. When the customer or representative lives in a different time zone, also include the following language: The appointment time above is scheduled for Arizona Time.
	La hora de la cita asía arriba está programada para hora estándar de Arizona
You tried calling the customer or representative but: an incorrect phone number was provided; or the phone line has been disconnected	I have tried to reach you by phone. The phone number on file appears to be incorrect. I have made an appointment to complete the financial interview for the ALTCS applicant named on this letter. Please call me at the time and date listed above to complete the interview.
	He intentado comunicarme con usted por teléfono. El número de teléfono en el archivo parece ser incorrecto. He hecho una cita para la entrevista financiera del solicitante de ALTCS nombrado en esta carta. Por favor llámeme a la hora y fecha indicadas asía arriba para completar la entrevista. When the customer or representative lives in a different time zone, also include the following language: The appointment time above is scheduled for Arizona Time.
	La hora de la cita asía arriba está programada para hora estándar de Arizona
The customer or representative missed an appointment that was previously agreed upon and has not returned your phone call	You missed your appointment on xx/xx/xxxx. A new appointment has been scheduled. I will be calling [NAME] at [PHONE NUMBER] on the date and time listed above.
	Usted perdió su cita el xx/xx/xxxx. Se ha hecho una nueva cita. Llamare a [NAME] al [PHONE NUMBER] en la fecha y hora indicadas asía arriba. When the customer or representative lives in a different time zone, also include the following language: The appointment time above is scheduled for Arizona Time.
	La hora de la cita asía arriba está programada para hora estándar de Arizona
The customer wants to complete the financial interview at the local office	Please arrive at the office address listed above at least ten minutes prior to your appointment time. Tell the front desk that you are here to complete an interview with [WORKER NAME].
	Por favor, llegue a la dirección de la oficina que se indica anteriormente por lo menos diez minutos antes de la hora de su junta. Diga en la recepción que llegó a la oficina para tener una entrevista con [WORKER NAME]. When the customer or representative lives in a different time zone, also include the following language: The appointment time above is scheduled for Arizona Time.
	La hora de la cita asía arriba está programada para hora estándar de Arizona

3) Standard Comments for Preadmission Screening Appointment Letters

The following comments should be used when scheduling Preadmission Screening (PAS) appointments.

Situation	Comment
You tried contacting the customer or representative but there was no answer OR You called and confirmed the appointment time with the customer or representative	For face-to-face: Please be available at the time and place listed above. For telephone: I will be calling [NAME] at [PHONE NUMBER] on the date and time listed above.
	For face-to-face: Por favor esté disponible a la hora y el lugar indicadas asía arriba. For telephone: Llamare a [NAME] al [PHONE NUMBER] en la fecha y hora indicadas asía arriba. When the customer or representative lives in a different time zone, also include the following language: The appointment time above is scheduled for Arizona Time.
	La hora de la cita asía arriba está programada para hora estándar de Arizona
You tried calling the customer or representative but: an incorrect phone number was provided; or the phone line has been disconnected	For face-to-face: I have tried to reach you by phone. The phone number on file appears to be incorrect. I have made an appointment to complete the medical interview for the ALTCS applicant named on this letter. Please be available at the time and place listed above. For telephone: I have tried to reach you by phone. The phone number on file appears to be incorrect. I have made an appointment to complete the medical interview for the ALTCS applicant named on this letter. Please call me at the time and date listed above to complete the interview.
	For face-to-face: He intentado comunicarme con usted por teléfono. El número de teléfono en el archivo parece ser incorrecto. He hecho una cita para la entrevista médica para el solicitante ALTCS nombrado en esta carta. Por favor esté disponible a la hora y el sitio indicados asía arriba. For telephone: He intentado comunicarme con usted por teléfono. El número de teléfono en el archivo parece ser incorrecto. He hecho una cita para la entrevista médica para el solicitante ALTCS nombrado en esta carta. Por favor llámeme a la hora y fecha indicadas asía arriba para completar la entrevista. When the customer or representative lives in a different time zone, also include the following language: The appointment time above is scheduled for Arizona Time.
	La hora de la cita asía arriba está programada para hora estándar de Arizona
The customer or representative missed an appointment that was previously agreed upon and has not returned your call to reschedule or complete the interview.	For face-to-face: You missed your appointment on xx/xx/xxxx. A new appointment has been scheduled. Please be available at the time and place listed above. For telephone: You missed your appointment on xx/xx/xxxx. A new appointment has been scheduled. I will be calling [NAME] at [PHONE NUMBER] on the date and time listed above. For virtual: You missed your appointment on xx/xx/xxxx. A new appointment has been scheduled. Please join the virtual meeting for your interview on the date and time listed above by going to the following website: [WEBSITEADDRESS]
	For face-to-face: Usted perdió su cita el xx/xx/xxxx. Se ha hecho una nueva cita. Por favor esté disponible a la hora y el lugar indicadas asía arriba. For telephone: Usted perdió su cita el xx/xx/xxxx. Se ha hecho una nueva cita. Llamare a [NAME] al [PHONE NUMBER] en la fecha y hora indicadas asía arriba. For virtual: Usted perdió su cita el xx/xx/xxxx. Se ha hecho una nueva cita. Por favor únase a la reunión virtual para su entrevista en la fecha y hora indicadas arriba yendo al siguiente enlace: [WEBSITEADDRESS]. When the customer or representative lives in a different time zone, also include the following language: The appointment time above is scheduled for Arizona Time.
	La hora de la cita asía arriba está programada para hora estándar de Arizona
The customer wants to complete the medical interview virtually	You agreed to do the interview via virtual meeting. Have your camera ready. If any technical difficulties occur, please call the number on this letter to do the interview by telephone. Please join the virtual meeting for your interview on the date and time listed above by going to the following link: [WEBSITEADDRESS].
	Usted estuvo de acuerdo en hacer la entrevista vía reunión virtual. Tenga su cámara lista. Si ocurre alguna dificultad técnica, por favor llame al número que está en esta carta para hacer la entrevista por teléfono. Por favor únase a la reunión virtual para su entrevista en la fecha y hora indicadas arriba yendo al siguiente enlace: [WEBSITEADDRESS]. When the customer or representative lives in a different time zone, also include the following language: The appointment time above is scheduled for Arizona Time.
	La hora de la cita asía arriba está programada para hora estándar de Arizona.
The customer wants to complete the medical interview at the local office	Please arrive at the office address listed above at least ten minutes prior to your appointment time. Tell the front desk that you are here to complete an interview with [WORKER NAME].
	Por favor, llegue a la dirección de la oficina que se indica anteriormente por lo menos diez minutos antes de la hora de su junta. Diga en la recepción que llegó a la oficina para tener una entrevista con [WORKER NAME]. When the customer or representative lives in a different time zone, also include the following language: The appointment time above is scheduled for Arizona Time
	La hora de la cita asía arriba está programada para hora estándar de Arizona
The address that was given for the customer is a non-specific street address. For Example: 5 miles west of Wheatfield NOTE When a customer does NOT call before the scheduled appointment, you MUST send a NEW appointment letter 7 days in advance of the new appointment day. The new appointment letter should have the local office address on it.	Please call prior to the appointment day to give directions to your home. If you do not call, the medical assessment will be rescheduled to take place at the local ALTCS office.
	Por favor, llame antes del día de la junta para dar direcciones para llegar a su casa. Si no nos llama, se cambiará la evaluación médica para tenerla en la oficina local de ALTCS. When the customer or representative lives in a different time zone, also include the following language: The appointment time above is scheduled for Arizona Time.
	La hora de la cita asía arriba está programada para hora estándar de Arizona
The address that was given for the customer is a non-specific street address AND The customer did not call to provide directions to their home before the previously scheduled appointment	You did not call to provide directions to your home, so the appointment has been rescheduled to take place at the local ALTCS office. Please arrive at the office address listed above at least ten minutes prior to your appointment time. Tell the front desk that you are here to complete an interview with [WORKER NAME].
	No nos llamó para proporcionar direcciones a su hogar, así que se cambió la junta para tenerla en la oficina local de ALTCS. Por favor, llegue a la dirección de la oficina que se indica anteriormente por lo menos diez minutos antes de la hora de su junta. Diga en la recepción que llegó a la oficina para tener una entrevista con [WORKER NAME]. When the customer or representative lives in a different time zone, also include the following language: The appointment time above is scheduled for Arizona Time.
	La hora de la cita asía arriba está programada para hora estándar de Arizona