Medicaid Policy
Medicaid Policy
A. Introduction
Receiving returned mail does not always indicate the member is ineligible. There are circumstances where returned mail does not affect the member’s eligibility. Below are the common returned mail circumstances and how to handle them.
1. Returned mail that has an in state forwarding address.
a. Follow the section below titled “Locate the Member” and attempt to locate the member.
b. See 815-1 for information on Change of Address.
2. Returned mail that has an out of state mailing address.
a. Follow the section below titled “Locate the Member” and attempt to locate the member and verify continued Utah residency.
b. If attempts to locate the member were unsuccessful then close the case with proper notice.
3. Returned mail that does not have a returned address.
a. Follow section titled “Locate the Member” and attempt to locate the member to gather the new address information.
b. If attempts to locate the member were unsuccessful then close the case with proper notice
4. Returned mail from General Delivery address.
a. If there is an in state forwarding address.
i. Follow section titled “Locate the Member” and attempt to locate the member.
ii. See 815-1 for information on Change of Address
b. If there is an out of state forwarding address or no returned address.
i. Follow section titled “Locate the Member” and attempt to locate the member.
ii. If attempts to locate the member were unsuccessful, then close the case with proper notice.
B. Locate the Member
Attempt to confirm the member’s address using the methods below until the member’s address is confirmed, or all options have been exhausted.
1. Attempt to contact the member by phone to confirm address.
· If contact was successful, update the address and resend notice.
· If contact with the member was unsuccessful, attempt to contact other contacts listed on the case.
· If unable to reach member or contacts that were listed on the case, then continue to next step.
2. Compare the address from the envelope with the address in the eligibility system.
· If the address in the system is more current than address on the returned mail, resend notice to new address.
· If the system address is not more current, or if the resent notice has now returned, continue to the next step.
3. If the returned mail contained a forwarding address. Update the address and resend the notice.
· If no forwarding address was provided, or if the resent notice has now been returned, continue to the next step.
4. Check electronic data sources for the updated address.
5. If other methods of contact are listed on the case (email or text) then attempt to contact the member by the listed method if possible.