Frequently Asked Questions

Intake Support

The GRHHN Intake Department responds to inquiries pertaining to Health Home Care Management services from referral sources, Managed Care Organizations, GRHHN members, individuals interested in Care Management services, providers, and family members.

  • What is the status of the referral I sent?

    Once your referral is processed and accepted by a Care Management Agency, you will receive an automated email notification from FLPPS partner central with the supervisor contact information for the care management agency that accepted the referral. This process can take up to a week in some cases.

  • Can you send me a referral?

    GRHHN’s Online Referral, available at  https://referral.grhhn.org, is the preferred method to submit a referral.  You may also access our PDF Referral form on GRHHN.org under the Forms & Other Documents page and submit it to us either via fax at 585-978-7714 or send it via secure email to [email protected]

  • 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 [email protected] and someone will respond to you.

  • What is a CIN#?

    A CIN number is the Client’s Medicaid Number.  It is NOT the same as the Managed Medicaid Insurance ID number (BCO/MVP OPTION/etc). CIN stands for Client Identification Number. A CIN starts with two letters, followed by five numbers and a letter at the end [example:  ab12345c]. It can be found on a client’s Medicaid benefit card. 

  • What is SPOA?

    SPOA is an acronym for Monroe county’s single point of access through the Office of Mental Health that provides care management for clients who have a primary mental health diagnosis but who do not have active Medicaid. GRHHN’s PDF Care Management Referral ###[INCLUDE HYPERLINK TO FORM] form may be used to submit referrals directly to SPOA.

  • My client has Medicare. Will that work?

    The Health Home Program only accepts clients with active Medicaid. Referrals for individuals that do not have active Medicaid should be submitted directly to SPOA.

  • Why isn’t my client eligible?

    To be eligible for the Health Home Care Management Program a potential client has to be active with Medicaid and meet the qualifying diagnosis requirements of a serious mental illness, HIV/AIDS or two chronic conditions and have care management needs. 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?

    This letter came from one of the care management agencies that GRHHN partners with. Please call the agency directly using the contact information provided on the letter.

  • 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?

    GRHHN’s Online Referral, available at  https://referral.grhhn.org, is the preferred method to submit a referral.  You may also access our PDF Referral form ###[INCLUDE HYPERLINK TO FORM] on GRHHN.org under the Forms & Other Documents page and submit it to us either via faxed at 585-978-7714 or send it via secure email to [email protected]

  • 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 2100 Brighton Henrietta Townline Road, 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.

Care Management Agency 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 the email; for example [email protected].

  • I forgot my password.

    Please submit a ticket using the GRHHN Ticketing System on the Intake Dashboard. If you have questions on how to submit a ticket, contact Shannon Smith at [email protected] or call 585-239-9303.

  • My password for the UAT Training Environment does not work.

    If you have forgotten your password, please email Spencer Smith at [email protected]

  • 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 [email protected]

  • 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 [email protected], or Tanika Jones [email protected], 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?

    Supervisors can now void notes and HMLs. For additional voids please submit a GRHHN ticket.

  • 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 etc), 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 the original or a new referral for client to the Intake Department. The referral should include the client’s Medicaid CIN and a current consent.

  • 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 the GRHHN LMS. Go to GRHHN.ORG and click on the “Training” tab. Log into the Learning Management System (LMS). After you sign in, 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 [email protected] or Tanika Jones, Compliance Support Specialist,[email protected]..

  • What constitutes acceptable documentation for verifying diagnosis?

    Acceptable documentation for verifying diagnosis include evaluations completed by a licensed professional within the past 12 months.

  • 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.  Click on the “Training” tab. After you sign into the Learning Management System (LMS), 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 into their record.

  • 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. *Please note that outreach is ending July 1, 2020.

  • 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 on the Forms & Other Documents page.

  • 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 on the Forms & Other Documents page.

  • I can’t login to GRHHN.org.

    If you cannot login to GRHHN.org; Please email Spencer Smith at [email protected] for assistance.

  • How do I register for a GRHHN training?

    To register for a live GRHHN training; you first have to create an LMS account.  Please go to the LMS, sign in and search for the training you are trying to register for.