February 2020 Continuing Education Trusted advising resources - PowerPoint PPT Presentation

February 2020 Continuing Education Trusted advising resources

Today’s agenda 1. Learning objectives 2. Publications 3. Troubleshooting and sharing time 4. SHIBA issues and reference materials 5. SHIBA resources: Volunteer Handbook and VRPM ( and POM) 6. Scope and confidentiality 7. Secure email protocol 8. Primary trusted resources 9. Medicare & You , Sections 9 and 10 10. CMS training modules 11. Advising clients and helping with complaints 12. 2020 continuing education topics 13. Continuing education evaluation SHIBA Advisor Continuing Education | February 2020 2

Learning objectives After today’s training you should be able to explain: What information is in Medicare & You (M&Y) sections 9 • and 10 and how to use the M&Y handbook. How to help a client when they complain about coverage, • billing and other Medicare-related issues. How to use your Volunteer Handbook. • The purpose of the VRPM. • The purpose of confidentiality and SHIBA’s expectations. • SHIBA’s scope. • Why we must use SHIBA trusted sources and approved • materials. SHIBA Advisor Continuing Education | February 2020 3

Publications Partner publication: Medicare & You 2020 www.medicare.gov/sites/default/files/2019-09/10050- medicare-and-you_0.pdf Partner publication: Who is KEPRO www.keproqio.com/media/1280/keproflyer_final_508.pdf Partner publication—Login required: CMS Module 01: Understanding Medicare cmsnationaltrainingprogram.cms.gov/?q=global- search&combine=module SHIBA job aid: Advising complaint process and checklist www.insurance.wa.gov/sites/default/files/documents/shiba- complaints-process_0.pdf SHIBA Advisor Continuing Education | February 2020 4

Troubleshooting and sharing Review Open Enrollment (if needed) • Review January topics • What’s new for 2020 • Counseling tips for veterans • Review publications from January training • 2020 Part A and Part B covered services • Understanding Medicare Advantage & Prescription Drug • Plan Enrollment Periods Get your new Medicare card • Veteran health care and Medicare • Local topic sharing • Other topics • SHIBA Advisor Continuing Education | February 2020 5

SHIBA issues and reference materials As a volunteer advisor you’ll deal with many issues that’ll require using trusted-source materials. Today we’ll discuss and review a variety of topics and materials including: Volunteer Handbook (VH) • Volunteer Risk and Program Management (VRPM) manual • Program Operations Manual (POM) • Scope and confidentiality • Publications • Activity: Explain the SHIBA client publications • difference between these SHIBA Jobs aids • three types of publications. Partner publications • Medicare & You 2020 • CMS modules • Advising clients and helping with complaints • SHIBA Advisor Continuing Education | February 2020 6

SHIBA resources: Volunteer handbook Volunteer Handbook (VH): The purpose is to define what SHIBA does and how volunteers may help. It explains roles, rules and expectations. It helps to answer questions about the roles of volunteers and the processes supporting SHIBA’s mission. Key refresher points: • About SHIPs and SHIBA, page 10 • Supervision and performance management, page 36 • SHIBA scope, page 41 • Celebrating volunteers, page 43 • SHIBA policies and procedures, page 44 • My SHIBA, page 65 • Publications and materials, page 66 • Reporting – STARS, page 67 • Using state resources, page 68 • SHIBA News Flash, page 69 Continued SHIBA Advisor Continuing Education | February 2020 7

SHIBA resources: VH (continued) Volunteer Handbook: SHIBA updates the handbook regularly. • A few updates on the way include: • Roles and responsibilities for volunteers and staff • Senior Medicare Patrol (SMP) information SHIBA Advisor Continuing Education | February 2020 8

SHIBA resources: VRPM Volunteer Risk and Program Management (VRPM): The purpose is to enhance the quality, effectiveness and safety of SHIBA and Senior Medicare Patrol (SMP) services by offering guidance and direction to staff and volunteers. SHIBA considers following these policies and practices critical to sustain a strong, dynamic and robust network of volunteers. This information is a reminder that there are many trusted resources for you to use. The VRPM can be found on My SHIBA. SHIBA Advisor Continuing Education | February 2020 9

SHIBA resources: POM Program Operations Manual (POM) The purpose is to provide operational policies and procedures for SHIBA Volunteer Coordinators (VCs), sponsors and OIC staff. Key refresher points • A primary document for VCs and sponsors. • Topics include directional and support information for the role of the VC, outreach, contract management, communications, information technology and resources. Updates on the way: This document is under review along with the VH and VRPM to ensure uniform and consistent information between documents. The POM can be found on My SHIBA. SHIBA Advisor Continuing Education | February 2020 10

Scope Volunteers are expected to stay within scope while working for SHIBA. The SHIBA scope is the extent to which you may work as a SHIBA volunteer advisor. SHIBA expects you to stay within the boundaries of the Volunteer Handbook and VRPM and to provide advice that is unbiased and confidential. When you are unable to provide answers within the SHIBA scope, then you should refer clients to trusted outside sources to help with questions that are within the area of their expertise. Scope: Review the Volunteer Handbook page 41. Continued SHIBA Advisor Continuing Education | February 2020 11

Scope (continued) Expectations • Provide the same level of service • Know when to ask for help • Use authoritative and SHIBA approved materials Activity: Discuss some authoritative Medicare sources and why it’s important to work with these sources. Activity: Discuss publications that are from authoritative sources. Are there any you would like to see that we have not yet developed? Continued SHIBA Advisor Continuing Education | February 2020 12

Scope (continued) Types of duties within a volunteer’s scope • Screen clients’ eligibility for various health care coverage options including Medicare, Medigap, private health insurance, low-income programs and COBRA (Consolidated Omnibus Budget Reconciliation Act). • Provide clients and community members with unbiased information about Medicare and health insurance options. • Advise clients about points to think about with regard to their Medicare and health insurance options. • Educate the community about Medicare fraud identification and prevention. Continued SHIBA Advisor Continuing Education | February 2020 13

Scope (continued) Types of duties within a volunteer’s scope • Counsel and/or enroll clients in Medicare programs and plans when eligible and appropriate. • Assist low-income clients research prescription and co-insurance options. • Let clients know they can call the OIC’s statewide toll-free Insurance Consumer Hotline at 1-800-562-6900 and get more information at www.insurance.wa.gov. Activity: Discuss issues you have encountered in your SHIBA work that have caused you to stop and consider whether you’re working in or out of scope. SHIBA Advisor Continuing Education | February 2020 14

Confidentiality SHIBA volunteers are responsible for protecting private information obtained while volunteering. You cannot disclose to unauthorized people any confidential information you acquire through official duties. You also cannot use such information for personal gain or benefit, or for the gain or benefit of others. SHIBA carefully protects the confidentiality of information collected during volunteer screening. It may be shared with SHIBA staff as needed in deciding volunteer suitability. (VRPM Policy 3.43) Feel free to ask for help before you release any personal information. It’s always better to ask for help beforehand than to make a mistake. (VH page 47) SHIBA Advisor Continuing Education | February 2020 15

Secure email protocol As of Jan. 1, 2020, the Office of the Insurance Commissioner and SHIBA have new protocols for email security: External recipients of OIC/SHIBA secured email will be prompted to register for • the new service; in other words, their old account (user name and password) will no longer work. Recipients of secure emails will receive instructions for registration to the new • service upon first use. We expect this process to be as straightforward as with any online registration process. In the meantime, if you have any questions regarding the encrypted email • service change, please contact the Support Center at 360.586.1000 / 1.855.WaTech1 (1.855.928.3241) or support@watech.wa.gov. SHIBA Advisor Continuing Education | February 2020 16