Care and Case Management (CCM) System News

Care and Case Management Support

Care and Case Management (CCM) system users should report system issues to the CCM Support Center by calling (888) 235-6944 between 8 a.m. and 5 p.m. MT, Monday through Friday. Voicemails left outside of these hours will be returned. Assistance can also be requested by completing and attaching the CCM Support Request Form to an encrypted email to ccmsupport@assurecare.com.

Continue to submit Password Reset requests to the Commit HelpDesk by emailing commit_helpdesk@gainwelltechnologies.com.

Training Updates

The following training materials have been created or revised and they are now in the CCM System Training folder for use.  

• Accessing Critical Incident Reports for Review - Added steps 12-17, instructions on how to complete the HCPF Review Assessment.
• Access to a Member’s Record - Updated Process and a few steps to include best practices for member transfer. 
• Appeal Records - Page 1, Step 1 updated with Program Card changes
• CCM Job Aid Glossary - Updated to include new Job Aid
• CCM Resource Links - New Job Aid
• Critical Incidents for Case Managers - Added Notes about how to complete additional CIRs follow up. Pages 11-14
• Legacy 100.2 Assessment - Page 1 Process updated with Program Card changes
• Legacy IADL Assessment - Page 1 Process updated with Program Card changes
• Service Plan, Care Plan, Bridge Interface - Table of Contents has been added. Updates to pg. 6 pg. 7, pg. 7 pg. 8a, pg. 9 Step 4, pg. 12 Step 7, pg. 21 step 5, pg. 22 pg. 21, pg. 35 step 18, pg. 60 CSR processes have been updated.

Case managers can report any Job Aid feedback to HCPF directly by using this Google Form. 

Care and Case Management (CCM) System News

Delay in Financial Approval Escalation Process

CMAs should use the County and Eligibility Site Member Complaint and Escalation Web Form for the following scenarios to escalate financial eligibility issues to HCPF:

• The CMA has contacted the appropriate County DHS entity and has not been able to resolve a financial eligibility issue. 

and

• A CM has not received financial eligibility verification when a member has Participant Directed Services, the service plan requires a URUM review, and the current certification period is within 30 calendar days of an end date.

or

• A CM has not received financial eligibility verification and the current certification period is within 14 business day of an end date.

County and Eligibility Site Member Complaint and Escalation Web form Etiquette 

• Please ensure that you have attempted to communicate with the appropriate County DHS before escalating to HCPF. 
• Keep records of tracking numbers when submitting an escalation web form.
• Do not enter duplicate escalation web forms for the same case.
• If the financial verification escalation is not obtained within 5 business days of a member’s certification period ending, please have a supervisor escalate the issue to the CM inbox.
• Include all escalation web form tracking numbers relevant to the member’s case.

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