FAQ

Intake: Calls (and email ) from Referral sources, MCOs, GRHHN Members, individuals wanting a CM, providers with questions, Family members with questions or complaints


What is the status of the referral I sent?
Once your referral is processed and accepted by a Care Management Agency; a GRHHN staff member will call to let you know what agency will be working with the client. This process can take up to a week in some cases.


Can you send me a referral?
Our referral is located on GRHHN.org under the resources page; it is labeled GRHHN Care Management Referral. Please complete it, in its entirety and fax it to 585-978-7714. 


How do you fill out the referral?
Please read the directions on the cover page. If you still have questions send them via email to GRHHNIntake@therihn.org and someone will respond to you.

 

What is a CIN#?
A CIN number is the Client’s Medicaid Number. CIN stands for Client Identification Number. This is two letters, five numbers and a letter; AB12345C. It can be found on their Medicaid Benefit Card.


What is SPOA?
SPOA is a single point of access through Office of Mental Health. They have funding to provide Care Management for client’s who meet eligibility requirements but do not have active Medicaid.


My client has Medicare. Will that work?
The Health Home Program only accepts clients with active Medicaid. You can submit a referral directly to SPOA or the GRHHN will forward it if necessary, to see if the individual meets eligibility requirements.


Why isn’t my client eligible?
To be eligible for the Health Home Care Management Program a potential client has to have active Medicaid and meet the qualifying diagnosis requirements of a Serious Mental Illness, HIV/AIDS or two chronic conditions. A full list of eligible diagnosis is listed below.
https://www.health.ny.gov/health_care/medicaid/program/medicaid_health_homes/docs/health_home_chronic_conditions.pdf


How do I get a Care Manager?
Once a referral is submitted and approved it is sent to a Care Management Agency for services. The Care Management Agency will assign a care manager who will be in touch with the client.


I received a letter in the mail about Care management, can you help me?
The letter came from a Care Management Agency; the Care Management Agency’s contact information including who sent you the letter is listed. Please give them a call for further information.


I am trying to reach my Care Manager, can you help?
You can contact the Care Manager’s supervisor at their agency. If you don’t know what agency that is, please call us at 585-350-1400.


I am trying to contact our member’s Care Manager and do not get a call back, can you help?
If you are unable to contact the Care Manager; you can reach out to their supervisor.


I have a Member that wants services, can you help him connect?
Please submit a referral found on GRHHN.org under resources to see if client qualifies for the Health Home Care Management Program.


What does Health Home Care Management do?
A Health Home Care Manager helps a client get linked with appropriate community resources (medical, mental health, social etc.). A Care Manager ensures all of the professionals involved in a member’s care communicate with one another so that the member’s medical, behavioral health (mental health and/or substance use disorders) and social service needs are addressed in a comprehensive manner.


Can the Care Manager perform aide services?
A Care Manager does not provide Home Health Aide services but can assist you with linking with a Certified Home Health Agency.


Can you help me with money for rent?
A Care Manager can link you with community resources and programs that assist people with housing payments.


Where are you located?
GRHHN is located at 200 Canal View Blvd, Suite 202, Rochester, NY 14623.


Can you help me contact Health Home of Upstate New York (HHUNY)?
You can call HHUNY at 855-613-7659. Their website is https://www.hhuny.org/Contact-Us


Can you tell me who my Care Manager is?
If you do not know who your Care Manager is but know what agency they work for please contact their supervisor. If you do not know what agency your Care Manager is with please contact us at 585-350-1400 for assistance.


I want a new Care manager.
If you would like a new Care Manager please contact your current Care Manager’s supervisor and ask to get a new Care Manager. Contact us at 585-350-1400 if you need assistance with this.


I want to work with a different Care Management Agency; can you help?
Yes, if you would like to transfer agencies please contact your current Care Manager’s Supervisor and let them know what agency you would like to transfer to. Contact us at 585-350-1400 if you need assistance with this.

 

System Support

Why can’t I log into Netsmart?
If you are trying to login into the live environment (not the training environment/UAT) please ensure you are at the correct website https://caremanager.netsmartcloud.com/faces/login/Login.xhtml. All GRHHN user names have grhhn in front of your email; for example grhhnjohn.smith@gmail.com.


I forgot my password.
If you have forgotten your password, please email Spencer Smith at Ssmith@therihn.org


My password for the UAT Training Environment does not work.
If you have forgotten your password, please email Spencer Smith at Ssmith@therihn.org


I have tried to reset my password, but I don’t receive an email.
A user cannot reset their own password as their username is not an active, valid email address. In order to reset your password please contact Spencer Smith, Systems Support Specialist at Ssmith@therihn.org

Why can’t a get the (fill in the blank) feature in NTST to work?
Contact your supervisor and describe the issue. Your supervisor will email Spencer Smith at Ssmith@therihn.org, or Tanika Jones tjones@therihn.org, be sure to describe the feature in NTST that is not working. Identify the chart # you are working in. DO NOT mention the member’s name or CIN#. The chart # is all that is needed. If possible identify the “Node” you are working in. This is indicated at the bottom of the open NTST page, next to “All Rights Reserved” For example; “All Rights Reserved (P4)”


Can you void this; note/HML/Discharge/assessment/consent date, etc?
Please email Spencer Smith at Ssmith@therihn.org, or Tanika Jones tjones@therihn.org for review. When submitted the request please include the Netsmart ID number, with details about the request including dates of items that are requesting to be voided.


Is the system slow today?
If you believe that NTST is running slow today; please first ask your coworkers if they are experiencing the same problem; if they are; please contact your supervisor and provide the following information; what you are trying to do in NTST (complete an assessment, finalize a note ect), what chart(s) this problem is happening in, a screen shot of the problem/error message and the Node you are on. This is indicated at the bottom of the open NTST page, next to “All Rights Reserved” For example; “All Rights Reserved (P4)”


Did I complete the discharge correctly for my client?
If you have any questions about how to discharge a client or what discharge code to use please refer to the following list of discharge codes and reasons for use. https://www.health.ny.gov/health_care/medicaid/program/medicaid_health_homes/mapp/docs/mapp_segment_end_date_code_guidance.pdf 
If you still have questions please contact your supervisor.


How do I change a community client to a HH client? (applies to Strong and RRHS only)
If a current community client has active Medicaid and can now be a Health Home Care Management Client; please submit a new referral for client; to include their Medicaid number.


I am covering for ___ while they are on vacation. Why can’t I enter a billable note into their client’s record.
In order to enter a note into a client’s chart you have to be part of the care team. You will have to add yourself under the care coordination tab in Netsmart. Then under Team Assignment, click Assign Team and add yourself.


The MCO named in NTST is wrong. How can I change it?
If the incorrect MCO is listed in Nestmart please contact your supervisor to update this information. Please provide your supervisor with the correct MCO and start date.


The MCO named in NTST is wrong. Can you change it?
If the incorrect MCO is listed in Nestmart please contact your supervisor to update this information. Please provide your supervisor with the correct MCO and start date.


The client’s name is spelled wrong in NTST. Can you change it?
If a client’s name is spelled wrong in Netsmart; you can change it. In order to change a client’s name go to the clients chart, click on demographics, then click on edit in the top right and edit the client’s name as needed.


Why do I have to write a summary note after completing any assessments?
A summary of the comprehensive assessment is needed to document your findings, the client’s participation and what actions are going to take place based on the outcome of the assessment. Each note is submitted for billing; the note has to document a billable activity.


Where do I find the note templates?
Note templates are found on GRHHN.org After you sign in, go to the secure tab, click on NSTS Training and Resource Materials and search for the document labelled “Note Templates”.


What discharge code do I use for ……….?
If you have any questions about how to discharge a client or what discharge code to use please refer to the following list of discharge codes and reasons for use. https://www.health.ny.gov/health_care/medicaid/program/medicaid_health_homes/mapp/docs/mapp_segment_end_date_code_guidance.pdf

 


I have a question about the HML?
First consult with your supervisor. If necessary any HML questions can be referred to Spencer Smith, Systems Support Manager at Ssmith@therihn.org or Tanika Jones, Compliance Support Specialist, tjones@therihn.org.


What constitutes acceptable documentation for verifying diagnosis?
Acceptable documentation for verifying diagnosis include evaluations completed by a licensed professional within the past 12 months; please see chart below for additional information. (attached)


What is the naming convention I should use if the document I am uploading is not on the list?
The naming convention file is found on GRHHN.org. After you sign in, go to the secure tab, click on NSTS Training and Resource Materials and search for the document labelled “NTST Attachment Naming”


Do only documents on the list need to be uploaded to attachments?
No, other documents that are relevant to the clients care and Plan of Care should be uploaded in to their record.


What is the process for entering in a SUD problem?
In order to protect a client’s privacy in compliance with the CFR 42 law; GRHHN requires that a SUD problem is entered as R69, illness. Additional information about this process can be found on GRHHN.org. After you sign in, go to the secure tab, click on NSTS Training and Resource Materials and search for the document labeled “R69 Tip Sheet”.


What is billable in month two of outreach?
The only billable activity in month two of outreach is a face to face contact with the client. No other outreach activities are billable; but should be documented as a contact/nonbillable note.


How do I update a goal statement?
A Goal Statement is updated within a Billable Care Manager note; in the Client Goal Statement Box there is a drop down that states “Client Goal Status*” this is where you will choose the appropriate status and make updates in the goal comment box. Additional details are found in the Netsmart Manual on page 68, Updating a Goal Statement. The Netsmart manual can be found on GRHHN.org. After you sign in, go to the secure tab, click on NSTS Training and Resource Materials and search for the document labeled GRHHN CM Netsmart System Manual.


How do I discontinue Objectives/Interventions?
Objectives and Interventions are discontinued, within a Billable Care Manager note. Under each objective is a drop-down box that is called “Objective Status*” this is where the objective is updated. Each objective has to be updated individually as necessary. Next to each intervention is a drop-down box that says “Status*” this is where the intervention is updated. Each intervention has to be updated individually. Additional details are found in the Netsmart Manual on page 68, Removing an Objective/Intervention. The Netsmart manual can be found on GRHHN.org. After you sign in, go to the secure tab, click on NSTS Training and Resource Materials and search for the document labeled GRHHN CM Netsmart System Manual.


I can’t login to GRHHN.org.
If you cannot login to GRHHN.org; Please email Spencer Smith at Ssmith@therihn.org for assistance.


How do I register for a GRHHN training?
To register for a live GRHHN training; you log into GRHHN.org and then click on the “Live Trainings” tab at the top. Scroll through until you find the training you want to register for and click the blue box that says “Register for this event” .

Once you click on this tab you it will change from register for this even to “You are registered for this event”


What client do I use for the Skills Assessment?
In the UAT/Training Environment there are three clients with your name on them, One is just your name John Smith, one has the letter A after it John SmithA, and one has the letter X after it John SmithX. During the training you used the client with the letter X after your name, John SmithX. For your Skills Assessment you will use the client with the letter A after your name, John SmithA. The client with just your name, John Smith, is there for future reference for you to be able to go and practice anything you may have a question about.


Where do I find the Skills Assessment?
The Skills Assessment was sent to you after your training in an email that came from Spencer Smith (Ssmith@therihn.org). The Skills Assessment is located on GRHHN.org. After you sign in, go to the secure tab, click on NSTS Training and Resource Materials and search for the document labeled NTST Skills Assessment for Adult Care Management and NSTS Children Skills Assessment for Children Care Management.


When are the comprehensive assessments (HHSC and Adult) going to be in NTST?
We are working closely with NTST and they should be up soon, please visit this page again for updates.