P1604 Procedures for Manual Letters

MA1401

MA1604

MA1309B

MA1310B

Review the case in HEAplus to make sure that all information is entered correctly. Is a correction needed to allow HEAplus to create the correct letter?

• If YES, STOP. Revert the disposition back to pending, make the correction, and disposition the case again. Review the new decision letter. If it is correct, a manual letter is not needed.

• If NO, suppress the incorrect letter and continue to step 2.

Review the case with your supervisor or Benefits and Eligibility Manager. Will the case be negatively impacted or untimely by waiting for the ticket to be resolved?

• If YES, a manual letter is needed to prevent the case from being untimely or otherwise negatively impacting the customer. Continue to step 3.

• If NO, STOP. Do not request a manual letter. Submit a ticket and process the case when the ticket has been resolved.

Submit a ticket to report the letter generating incorrectly.

• For AHCCCS, contact Eligibility Systems Support at 602-417-4200.

• For FAA, submit a ServiceNow ticket when the decision letter or RFI has generated incorrectly due to a system issue or a bug. The ticket will be assigned to FAA Systems Help Desk.

Submit a Policy Clarification Request (PCR) with the following details:

• The type of letter that is needed (Decision letter or Request for Information);

• What the letter should say. If the letter is a:

  • Decision Letter: If there is a change in premiums or Share of Cost include: 

    • The reason for the change,

    • When the change will start, and

    • The correct amounts the customer must pay each month.

  • Request for Information (RFI):

    • All factors what are being requested, and

    • For whom they are being requested for.

• The ticket number for the issue.

FAA Staff: Help Desk will contact the FAA Policy Support Team (PST) for assistance when a manual letter or RFI is required. FAA staff do not need to submit a Policy Clarification Request (PCR) when the request is due to a system issue/bug. PST will elevate the request to the AHCCCS Office of Eligibility Policy (OEP) for assistance.

When the Office of Eligibility Policy (OEP) responds to the PCR with the manual letter, review the letter for accuracy. Is the manual letter correct?

• If YES, continue to step 6.

• If NO, email the Policy Analyst that sent the manual letter explaining what is not correct about the letter. Once the letter is correct, continue to step 6.

FAA staff: PST reviews the letter for accuracy. When the letter needs corrections, PST will email OEP for assistance. When the letter is correct, PST will notify OEP. OEP will mail the paper version of the manual decision letter or RFI. PST will complete steps 6 through 19 to upload the manual letter to HEAplus.  

Save the manual letter to a secure location on your computer.

Find the application in HEAplus.

NOTE     Make sure you are using the application ID that is on the manual letter.

From the Information Belongs to Page, click on the “Upload or View Documents to Support Verifications” link.

Click on the “Provide Verification of Other Documents” button.

On the “Provide Documents” page, select the application ID to associate the documents with from the list provided.

Select a member to upload documents, for letters use the upload button next to “Other”.

The Upload Document will display in a pop-up screen. 

Under the “Document Type” column, select “Notices”.

You must do this: If you do not select “Notices” the letter will not show up on the “Letters and Requests for Information.” page of HEAplus.

Under the heading “Choose Document to Upload”, click the “Choose Document” button.

Select the manual letter from the location that it was saved to in Step 6 and click “Open”.

Click on the “Upload” button.

A confirmation pop-up will display the upload status, (Document uploaded successfully).

Click the “Close” button to return to the User Dashboard. 

Under the “Message Center” toolbar option, select “Letters and Requests for Information.” from the drop-down menu. Search for the application ID that the notice was uploaded to.