.03 Telephone and Kiosk Interviews
(01/01/19 - 12/31/19)
When conducting a telephone interview complete the following:
Review all case information prior to conducting the interview.
Review the application to ensure completeness.
When the participant requests to add an additional program use the Report A Change function in Health-e-Arizona Plus (HEAplus).
Ask the PI or Representative all questions in the Health-e-Arizona Plus (HEAplus) Interview Pages.
Key information in the appropriate HEAplus screen.
After keying all information obtained during the interview, click the Determine Eligibility button to allow HEAplus to run rules with the new information.
Key as you go updating the AZTECS screens as the applicant or representative answers questions.
Send appropriate information request notice F011 or A011 notice on the day of the interview when additional verification is needed.
Do not request any verification items that meet one or more of the following:
Were already verified
Were obtained through a collateral contact
When an HEAplus RFI was sent and no other verification is required.
Document the case file(g) to support actions taken during the interview. (See Required Documentation)
To ensure the budgetary unit receives all information and notices that may affect their eligibility, advise the PI or Representative of the importance of reporting changes in their address to FAA and the U.S Postal Service.