All Medicaid Programs |
Obsolete 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. Attempt to locate the member. If the member does not respond, update the address and resend the returned mail to the member’s new address. See 815-1 for information on Change of Address.
2. Returned mail that has an out of state mailing address. Attempt to locate the member and verify continued Utah residency.
· If the member does not respond then close the case with proper notice.
3. Returned mail that does not have a returned address. Attempt to locate the member to gather the new address information.
· If the member does not respond then close the case with proper notice.
4. Returned mail from General Delivery address. Attempt to locate the member.
· If there is an in state forwarding address, and the member does not respond, update the address and resend the returned mail to the member’s new address. See 815-1 for information on Change of Address.
· If there is an out of state forwarding address or no returned address, then close the case with proper notice.
B. Locate the Member
Use all of the methods below to confirm the member’s address.
1. Compare the new forwarding address with the address in the eligibility system.
2. Check electronic data sources for the updated address.
3. Send notice to the current address in the eligibility system requesting confirmation.
4. Send notice to the forwarding address.
5. Attempt to contact the member by phone or email.