Case study released by PCG Public Partnerships on the Oklahoma Consumer-Directed Personal Assistance Services and Support (OK CD-PASS) Program.

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case study:
Financial Management Services for a Medicaid
Waiver Program in Oklahoma
• Configured the PPL Web Portal to accurately account for spending
plan authorization allocations and expenditures, while developing
logic to accurately cumulate the Optional Expense Account (OPX);
• Introduced an automated e-mail notification system through the PPL
Web Portal to ensure timely enrollment of new members and
credentialing of potential employees;
THE CLIENT
Oklahoma Department of Human Services (OK DHS) Aging
Services Division
• Worked with OK DHS to develop new member and employee
enrollment packets including mileage reimbursement and payment
request forms to ensure an audit trail for OPX expenditures;
• Provided onsite training on PPL enrollment processes for service
coordinators;
• Developed monthly deliverables on customer service, expenditures by
service type, tax withholdings, and enrollment trends;
THE PROJECT
The provision of Fiscal Reporting Agent services for the
Oklahoma Consumer-Directed Personal Assistance Services
and Support (OK CD-PASS) program serving elderly and
disabled adults on the 1915(C) Advantage waiver.
• Provide monthly “Family Friendly” reports to members to indicate
remaining spending plan balances, current OPX balance, and services
provided by employee;
THE OPPORTUNITY
• Hold bi-weekly steering committee meetings to ensure that program
changes are effectively coordinated.
The OK CD-PASS program had been in existence for several years when
the client sought out a new Fiscal Reporting Agent that could better
support the growing program and improve overall operational
consistency. PCG Public Partnerships, LLC (PPL) was selected to replace
a national vendor and transition approximately 380 disabled and
elderly members and their accompanying personal service attendants
to a customized Web Portal to meet program reporting requirements.
The CD-PASS program model posed a particular design challenge as
the member service plans allocated funds to obtain personal care and
advanced personal care services while also allowing designation of funds
to an Optional Expense Account for employer-related expenses such as
employment advertisements, postage, mileage reimbursement, and
employee bonuses. In addition, the contract included stringent customer
service benchmarks in regard to hold times, live answers, and returned
voicemails.
THE PPL APPROACH
• Make regular use of automated outbound calls to ensure program
changes are readily communicated to members and their employees;
and
THE RESULT
• The program currently serves 500 members and their supporting
employees in the Tulsa region alone and has shown consistent
growth rates over the past 12 months.
• Monthly call volume totals have remained static despite
significant growth with over 90% of callers reaching a live
representative.
• Total support service funds under management exceed $4.8
million annually with more than 1,000 employees receiving
payments.
• CD-PASS currently has 23% of the market share of all Advantage
waiver members receiving Personal Care services and 44% of the
market share of members receiving advanced Personal Care services.
PPL program management met with OK DHS staff members weekly
during ramp up to craft a detailed business rules and process flow
document to ensure consistent payroll and enrollment processes. In
addition, PPL staff members
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