Policy
The Senior LinkAge Line’s tier three resource specialists (general Client Services Center (CSC)) respond to these chats. They have access to MMIS and have experience working with complicated Medicare issues.
Disability Hub
Disability Hub MN staff will also use this chat to get a client’s Medicare Part D or LIS status. All other types of benefit look-ups will follow internal Hub support procedures.
Senior LinkAge Line
The Medicare & Benefits Support chat is available when Senior LinkAge Line staff and volunteers have urgent or complex questions about Medicare or if they do not have access to MMIS or MAXIS and need benefit information.
Examples of Medicare support:
- Emergency or urgent issues
- Medication needs
- Appeals
- Transitions from employer coverage to Medicare
- MNsure to Medicare transitions
- Medicaid/MinnesotaCare to Medicare transitions
- LIS status
- Transition to new plans
- Various policy questions
Examples of what benefit information is available in MMIS:
- Public program status and information
- Case manager
- See, MMIS User Guide for more information
Procedure
During business hours: Chat using the icon on the bottom right. Most issues can be resolved via chat. If
the CSC approves first in the chat, you can transfer a call to the CSC staff.
If Medicare support is needed, indicate the type of help needed and provide a summary of the questions or issue:
- Example: Medicare help needed, Beneficiary is on phone and cannot get medication and info in computer system for CMS and pharmacy is incorrect. Cannot afford to pay for meds.
For Senior LinkAge Line staff only, if an MMIS benefit lookup is needed, indicate the type of help needed and provide the person’s first/last name DOB and PMI if known:
- Example: Benefit lookup needed for Jane Doe, DOB 01/01/01, PMI 0555555
Outside of business hours: If you need assistance outside of business hours, please chat the following
day. If that is not possible, schedule a task to the CSC queue in the CTS.