HFS invites families to participate in listening sessions to share feedback on HealthChoice Illinois managed care

The Illinois Department of Healthcare and Family Services (HFS) wants to hear about your experience with HealthChoice Illinois managed care.

The agency is holding in-person and virtual listening sessions to gather feedback from HealthChoice Illinois customers, providers, advocates and other stakeholders.

You can share your experiences, suggest improvements and also provide written feedback through an online form.

Most Medicaid customers are part of HealthChoice Illinois. You’re a HealthChoice Illinois customer if you selected a managed care organization after you joined Medicaid.

HFS wants to know:

• What works well for you with HealthChoice Illinois?
• Where do you see opportunities to improve?
• How else can HFS and HealthChoice Illinois meet your needs?

There are several ways you can share your input:

In-Person Listening Sessions

• Chicago
  • Date and time: Thursday, Sept. 12, from 1 to 4 p.m.
  • Location: College of Pharmacy, 833 S. Wood St. in Chicago, Room 134-3
  • Link to register for Chicago session
    
• Springfield
  • Date and time: Tuesday, Sept. 17, from 1 to 4 p.m.
  • Location: John Block Building Auditorium, Illinois Department of Agriculture, 801 E. Sangamon Ave., on the Illinois State Fairgrounds at Gate 11
  • Link to register for Springfield session

Virtual Listening Sessions

HFS will also take comments during its virtual Medicaid Advisory Committee (MAC) and Subcommittee meetings on:

• Sept. 24
• Oct. 3
• Nov. 1

Visit the HFS website for details and registration information.

Written Feedback

If you’re unable to attend a listening session, the HFS website also has an online form to provide written feedback.

HFS will accept feedback through Nov. 15, 2024.

Why Your Feedback is Important

HFS is preparing to procure new HealthChoice Illinois managed care contracts. Your input will help HFS better serve enrollees by improving access and quality within the Illinois Medicaid program.

If you are a Division of Specialized Care for Children (DSCC) participant, the listening sessions are also a good opportunity to share your families’ experience working with DSCC.

We partner with HealthChoice Illinois managed care organizations through contracts to provide care coordination services for their members.

More details about the procurement process are on the HFS website.

CountyCare awarded Tess Rhodes its Certificate of Excellence for her commitment and dedication

Tess Rhodes is a registered nurse on our Quality Improvement Team. She collaborates with her Division of Specialized Care for Children (DSCC) teammates and partner organizations across Illinois to make sure children in crisis have the right support.

A managed care health plan recently honored Tess for these efforts to protect the safety of children and families.

CountyCare’s Health, Safety and Welfare Team awarded Tess its Certificate of Excellence. The certificate recognizes her “tremendous commitment and dedication” to keeping County Care participants safe and meeting their families’ needs.

Tess said she couldn’t do this important work without DSCC’s care coordination teams and our partners in the community.

DSCC has a contract with CountyCare to provide care coordination to the children and youth with special healthcare needs in its Medicaid managed care health plan.

As a Core/Connect Care Quality Improvement Specialist, Tess helps DSCC’s care coordination teams when a participant enrolled in CountyCare has a critical incident.

Critical incidents are events or situations that create a significant risk of substantial or serious harm to a participant’s physical or mental health, safety or well-being. They can include:

• Abuse or neglect
• Harassment or bullying
• Death of a family member
• Significant injuries
• Medication or treatment errors
• Threat of self-harm

DSCC works with CountyCare to report these incidents and make sure our teams respond to reduce any risks for our participants and help them get the right resources and services they need.

When DSCC team members learn of a critical incident, they must report it to CountyCare within 24 hours of notification.

Tess says it’s important to first ensure that our child/youth is safe and that their family receives the right support for their situation.

Tess and the DSCC care coordination teams work alongside CountyCare staff, the child’s medical team and others to provide access to services and resources.

The DSCC Care Coordinator checks in with the family bi-weekly after a crucial incident to help and monitor the outcome. Tess assists in the process by guiding the participant’s Care Coordinator and providing more resources and materials for education.

Once CountyCare closes a critical incident, Tess continues to monitor the situation and provides final updates at the 30-, 60- and 90-day marks. She also coordinates meetings for all care team members to discuss the incident and develop a plan of support.

“This requires very detailed organizational skills, and Tess never misses an update or chance to help,” her supervisor, Quality Improvement Manager Brandon Bartels, said.

Brandon praised Tess’ “exceptional” communication with CountyCare and her collaboration to keep participants’ and families’ needs at the forefront.

“Tess has received accolades by email from their team multiple times, so this Certificate of Excellence proves not only have they valued her efforts in the past but her continued support for our participants, Care Coordinators, and relationship with CountyCare is truly making an impact,” he said.

Congratulations, Tess! We are grateful for your compassion, teamwork and commitment to children and families!