The Member Correspondence Improvements Stakeholder Meetings focus on enhancing communication with Health First Colorado members. Stakeholders, providers, and community members are invited to collaborate and provide feedback on proposed changes to member letters and correspondence processes.
These meetings are open to the public, and input from diverse participants is encouraged to help shape future improvements.
Stakeholder Engagement
The Department of Health Care Policy and Financing (HCPF) held two virtual stakeholder meetings on October 9, 2024, to present information about recent improvements to member correspondence.
At the meetings, HCPF staff shared:
- improvements that have been made,
- timelines for implementing changes,
- plans for future letter enhancements, and
- opportunities for stakeholders to stay involved.
Attendees had the opportunity to submit questions, which were answered live when possible. A document with all questions and responses will be sent out to attendees by November 1.
HCPF is still accepting feedback on the renewal packet. To request the feedback form in either English or Spanish, please email hcpf_stakeholders@state.co.us.
Upcoming Meetings
HCPF hosts quarterly meetings to discuss improvements and gather stakeholder feedback. The meeting dates for 2025 are:
- January 16, 2025, 12:00 PM – 1:00 PM
- April 17, 2025, 12:00 PM – 1:00 PM
- July 17, 2025, 12:00 PM – 1:00 PM
- October 16, 2025, 12:00 PM – 1:00 PM
Please register for the meetings in advance. After registering, you will receive a unique link to join the meeting. Meeting agendas and materials will be sent to registrants two weeks prior to the scheduled meeting.
Meeting Recordings
For those who could not attend the meetings, recordings in English and Spanish are available upon request. Email hcpf_stakeholders@state.co.us to request a recording.
Frequently Asked Questions
The following questions were compiled from two stakeholder webinars held on October 9, 2024 where information was presented about recent improvements made to the Notice of Action (NOA) letter, upcoming improvements to the renewal packet, and planned improvements to other member letters. This is not meant to be an exhaustive list of questions around the Member Correspondence Improvements. As HCPF continues to make changes, further details will be presented in future stakeholder communications and on this project webpage.
Enhancing Member Access and Usability of Communication Materials
Can renewal and eligibility notices be made more distinguishable from other mail to prevent them from being overlooked?
Yes, we have taken steps to make our mailings more noticeable. We have added red "URGENT - PLEASE REPLY" lettering to renewal notices to draw attention. While using colored envelopes is currently cost-prohibitive due to our large member base, we are exploring other options to make our correspondence more distinguishable to prevent important mail from being overlooked.
Are there plans to collaborate with the Office of Community Living to improve communications related to long-term services and supports?
Yes, we are collaborating with the Office of Community Living to improve communications related to long-term care Medicaid and other long-term services and supports. Our goal is to ensure that all communications are clear, accessible, and meet the needs of members receiving these services.
Have there been changes to the CBMS rules engine and coding triggers for correspondence to address issues like duplication and inaccuracies?
Yes, significant improvements have been made to the Colorado Benefits Management System (CBMS). We have updated templates and revised system programming to address duplication in correspondence. Additionally, we have implemented a dashboard to monitor and track duplication more effectively, allowing us to make necessary adjustments promptly.
Can anything be added to the application to clarify that asset questions don't need to be answered for Buy-In applicants?
We understand the confusion that can arise regarding asset questions for Medicaid Buy-In applicants. While federal requirements mandate that we collect certain information to make eligibility determinations across all Medicaid programs, we are exploring ways to clarify instructions in the application. Our aim is to help applicants understand which sections are applicable to them and reduce unnecessary confusion.
Will the disability application be included in the efforts to improve forms and notices?
Yes, we are committed to improving all forms and notices, and the disability application was updated in September 2024. We are working to enhance clarity, accessibility, and user-friendliness across all our communications. This includes reviewing the disability-related questions in the renewal packet and considering ways to make critical sections more prominent to ensure they are not overlooked.
Expanding and Deepening Stakeholder Involvement
Will members have more opportunities to review documents and provide input beyond quarterly meetings, and will regional Member Advisory Councils be involved in the review process?
Yes, we highly value member input and are committed to providing more opportunities for members to participate in the review process. In addition to quarterly meetings, we have a Member Experience Advisory Council that reviews letters and communications. We are also considering involving regional Member Advisory Councils to gather a wider range of perspectives and ensure our letters meet the needs of all communities.
Will clear guidance be provided to counties to help them assist clients better and reduce confusion, especially in rural and frontier areas?
Yes, we are working closely with county partners to provide clear and concise guidance regarding enrollment and eligibility. We recognize that rural and frontier counties may face unique challenges, and we are prioritizing training and educational resources for these areas to improve the overall experience for clients.
Future Stakeholder Engagement
How can stakeholders stay engaged as this process moves forward?
Stakeholders who were previously invited to and/or attended meetings on this topic will be invited by email to attend any future stakeholder meetings or other opportunities to get involved. HCPF will also post upcoming stakeholder meetings on this webpage. Interested stakeholders can sign up for email updates.