Self Service Portal FAQs

Frequently Asked Questions

Expand all

Eligibility FAQ

Long-Term Care and Institutional Services
What are the specific long-term care and institutional services offered?
Nursing Home
This category of coverage is for persons residing in a nursing home or similar facility for a long-term stay. Based on income level, some individuals are responsible for a portion of the cost of their care in the facility.
HCBS (Home and Community Based Services)
This program is for persons who have a medical need for services in the community which can keep them out of an institution. There are currently 7 different HCBS programs, each with a different set of rules. Based on income level, some individuals are responsible for a portion of the cost of their care.
PACE (Program of All-Inclusive Care for the Elderly)
This program is for disabled persons (age 55 years or older) and persons age 65 or older residing in selected counties within the state.
- Dickinson
- Douglas
- Ellsworth
- Harvey
- Jackson
- Jefferson
- Leavenworth
- Lincoln
- Lyon
- Marion
- Marshall
- McPherson
- Nemaha
- Osage
- Ottawa
- Reno
- Rice
- Saline
- Sedgwick
- Shawnee
- Pottawatomie
- Wabaunsee
- Wyandotte
Individuals receive long term care coverage through a managed care network. HCBS guidelines apply to individuals living in the community and institutional guidelines apply to those living in a facility. Based on income level, some individuals are responsible for a portion of the cost of their care.
WORK (Work Opportunities Reward Kansans)
This program is for disabled or blind persons between the ages of 16 to 64 who are working. It will provide personal care and other services to help people stay employed. Based on income level, some individuals are responsible for a portion of the cost of their care.
Other Institutional Care
Coverage for other types of Institutional Care is also available. For example:
            •           State Hospitals
            •           Psychiatric Residential Treatment Facilities
            •           Swing Bed Hospitals
            •           Head Injury/Rehabilitation Facilities
            •           Intermediate Care Facilities for People with intellectual Disabilities/Mental Retardation
Persons seeking payment for coverage in one of these facilities will need to meet level of care requirements. Based on income level, some individuals are responsible for a portion of the cost of their care.
Status of Applications and Coverage

What am I eligible for?
You can use our self-assessment to see what you might be eligible for. To begin the self-assessment process, click here. We will not be able to give you a final answer until after you apply. If you wish to bypass the self-assessment and apply now, click here to begin your application process.
How long will this take?
The self-assessment takes only a few minutes. It will take you about 15 minutes if you want to fill out the online application.
What will I need to provide?
During the application process, you will receive a page that provides information on documents that may be needed. It will also allow you to upload these documents. If you do not choose to upload them electronically during the application process, you may also fax them to 1-800-498-1255 for Family Medical programs or 1-844-264-6285 for Elderly & Disabled programs.
You may also mail them to KanCare Clearinghouse – P.O. Box 3599, Topeka, KS 66601.
Below is a list of items that we might need:
            •           Employment and Income information
            •           Last Year’s tax return (if self-employed)
            •           *Medical Expenses
            •           *Property/Assets
            •           *Shelter Expenses
Items marked with an asterisk (*) are only needed if you are applying for an individual who is aged, blind, disabled, or receiving Medicare.
When will I hear from someone?
Within a few days you may be asked to send documents. The sooner you can provide these, the sooner a decision can be made. If you have not heard from us within 45 days, please call us at 1-800-792-4884.
How long will it be before my application is processed?
Applications should not take longer than 45 days to process. In most cases you should hear from us much sooner than that.
How do I find out the status of my application?
You can use the link on the home page that reads 'Check the status of my application'. This link will not be visible until you sign in. If you have not heard from us within 45 days, please call us at 800-792-4884.
My application was denied, and I think an error was made. How do I get this fixed?
In many cases if you contact us and let us know that you feel an error was made, we can review the processing of your application. If any errors are found, they will be corrected. Please call 1-800-792-4884
If you are dissatisfied with experience or outcome of application, you can file a grievance also by calling the number above.
How do I file an appeal?
If a re-determination has been done on your case and you continue to think that the outcome should have been something different you can File an Appeal.
You can call 1-800-792-4884 to file an Appeal.
You can submit your request for an appeal in writing and send it to:
            Office of Administrative Hearings
            1020 S. Kansas Ave.
            Topeka, KS 66612.
The fax number is 785-296-4848.
Elderly and Disabled

If I am age 65 or older what can I qualify for?
If you are on Medicare, you may qualify for help to pay your Medicare premium. If you need nursing home care, you may qualify for Medicaid to help pay for it. We also have a program of in-home care called Home and Community Based Services (HCBS). This may help you remain in your home. Click on "Program Fact Sheets" to read more about these programs.
What benefits do I get if I am disabled?
If you are not yet age 65, your disability must be determined by Social Security rules. If you are getting Social Security Disability benefits, this was already done. You may qualify for Medicaid if your income is within certain limits. You may also qualify for Home and Community Based Services (HCBS). This program may provide some in-home help to you. If you receive Medicare, you may also qualify for help with your premiums. Click on "Program Fact Sheets" to read more about this.
What is the difference between Medicare and Medicaid?
While Medicaid and Medicare sound similar, they are in fact, very different programs. One of the biggest differences is Medicaid is a state governed program and Medicare is a federal governed program. Here are some other differences:
Medicaid is for low income:
            o          Pregnant women
            o          Children under the age of 19
            o          People 65 and over
            o          People who are blind
            o          People who are disabled
            o          People who need nursing home care
Application for Medicaid is made at the State's Medicaid agency.
Medicare is for:
            o          People 65 and over
            o          People of any age who have kidney failure or long-term kidney disease
            o          People who are permanently disabled and cannot work
Medicare is applied for at the local Social Security office.
Some people qualify for both Medicaid and Medicare. Medicaid is sometimes used to help pay for Medicare premiums. People who qualify for both programs are called 'dual eligible'.If I am age 65 or older what can I qualify for?
Documents, Notices, and Messages

I received a notice in the mail, but I don't understand it, who can I talk to about it?
Please call us at 1-800-792-4884 so that we can assist you.

I received a notice in the mail saying I must send in documents, and I need help understanding what documents I can send. Who can help me?
Please call us at 800-792-4884 so that we can assist you.

I received a notice in the mail saying I must send in documents, but I'm not sure how to send them.
If you are logged in to the Customer Self-Service Portal you can upload documents there.
If you do not choose to upload them electronically, you may also fax them to Family Medical programs at 1-800-498-1255 or for Elderly & Disabled programs at 1-844-264-6285
Or mail them to KanCare Clearinghouse – P.O. Box 3599, Topeka, KS 66601. Be sure to include a copy of the notice you received.

I received an email or text that said I had a message, but it didn't say anything else?
The email or text message we sent is only to alert you that a new message has been sent to the message center. You need to be signed on to see your messages, they can be read here.

How do I view my notices?

Click on the 'View notices' link in the Access my benefits section of the home page. The link is only visible if you are signed in. Notices from the last 14 months are available.
Viewing information about your case

I created an account but can't get any information about my case?
If you already had a case with us when you created your account on the portal you will need to take one more step to link the two together. On the left-hand side of the page, look for the link 'Request Case Access'. Once you click on that link follow the instructions on screen. You will need to know your case number in order to link your case. This can be found in the top right corner on any notice/form sent regarding your case. The linking is currently a manual process and may take some time to be processed.
Can I see the documents I've sent in?
We are not able to show you the documents you have sent us. We are only able to show you a list of the documents we have received. To see the list, click the link 'View my documents' in the Access my benefits section of the home page. The link is only visible if you are signed in.
How do I view my notices?
Click on the 'View notices' link in the Access my benefits section of the home page. The link is only visible if you are signed in. Notices from the last 14 months are available.
Why can't I see any information about my food assistance, or TANF case?
This site can only provide you information about your low or no-cost health insurance. Programs that are handled by the Department for Children and Families (DCF) like food assistance or TANF can be viewed at DCF self-service portal. Please note that a link is always available to their site in the column to the left of the page.
Changes to Your Current Coverage, Income, or Family

How do I report a change?
Changes can be reported in the Self-Service Portal. You must be logged in to report a change to your case.
You may also report changes over the phone at 1-800-792-4884. You can submit changes in writing by faxing them to 1-800-498-1255 for Family Medical Programs or 1-844-264-6285 for Elderly & Disabled Programs.
You may also mail them to KanCare Clearinghouse - PO Box 3599, Topeka, KS 66601. Always include your name and case number on documents you send in.

I got married. Will this affect my current coverage?
Getting married does not affect current coverage for many of our programs, although changes may occur at your next review. If your coverage is through a program for the elderly or disabled current coverage might be affected, but we would have to look at your individual case to know.
Everyone with an open case should report this change to us.

Can my new husband or wife receive coverage?
In some cases, yes, they can. You will need to contact us and make a request to add your spouse to your case. You may be asked to provide your Social Security number, date of birth, income, and resources. You can also report a change and upload documents on the Customer Self Service Portal.

I just had a baby or have a child that is now living with me. Can they be added to my current coverage?
In most cases, yes, they can. You will need to contact us and make a request to add your baby/child to your case. You may be asked to provide your Social Security number, date of birth, and income. You can also report a change and upload documents on the Customer Self Service Portal.
Can my premiums be reduced?
In some cases, premiums can be reduced or even removed. Events such as the loss of a job or the birth of a child can change how your premium is calculated. If you feel that your circumstances have changed since you applied (or since your last review), then you should contact us for more information.
I lost my job. Can I be covered now?
In some cases, yes, you can. If you were the sole source of income for your household and you have no other source of income, then it is likely that you could receive coverage. If you contact us and request coverage for yourself, a new determination can be made to see if you are eligible for coverage.
I found a job. Will I or my children lose our coverage?
Getting a job does not affect current coverage for many of our programs, although changes may occur at your next review. If your coverage is through a program for the Elderly or Disabled programs, current coverage might be affected but we would have to look at your individual case to know. Changes should be reported within 10 days of the change.
I'm pregnant. Can I be covered now?
Income guidelines are higher for pregnant women than for other non-pregnant adults. In order to be considered for coverage you will need to contact us and request coverage.
I've gotten health insurance through my job. Does this mean I, or my children, will lose coverage?
Health Insurance through an employer will not cause you or your children to lose your current coverage. You do need to let us know about this change. Your insurance through your job will become your primary insurance. Changes do sometimes happen at review.
Technical Support

On-line Help doesn't work.
To see on-line help, you may need to change the pop-up blocker settings on your computer. In some cases, this may be as simple as clicking on a bar near the top of this page that displays a message like "a pop-up was blocked, click here to allow pop-ups." If you don't see a bar like this, you may need to edit the internet settings for your browser under the tool’s menu. Many browsers have a help option that will show you step-by-step instructions.
How do I see my messages?
You will need to log into the Customer Self-Service Portal. Once you have done that, click the "Maximize" button on the Message Center. This will be located on the upper left-hand part of your screen.

What do I do if I forgot my password?
Locate the link reading 'Click here if you forgot your password’. Once you click on the words ‘Click here if you forgot your password,’ just follow the on-screen instructions. If you need additional help you can call 1-877-782-7358.

What do I do if I forgot my username?
Locate the link reading ‘Click here if you forgot your username’. Once you click the words ‘Click here if you forgot your username,’ just follow the on-screen instructions. If you need additional help you can call 1-877-782-7358.
How Do I Open an E-mail Account?
Having an e-mail address has become a necessity in our society. You will need an e-mail address if you want to create an account for this site. You also need e-mail for using some public library services, purchasing online, and contacting prospective employers. There are many free e-mail services for you to choose from. Your chosen free email service should offer plenty of storage, effective spam filtering, a fast and productive interface, desktop e-mail program as well as mobile access, and more. Each of the services has different strengths and weaknesses. You may find that one serves your needs better than another. In all cases, print out a copy of your information (including password, exactly as entered) and keep it securely with you.
To find free e-mail services, search for "free e-mail" using your computer's web browser. In addition, your local public library can help you set up an e-mail account.
Facilitators and Medical Representatives

What is the difference between a facilitator and a medical representative?
A facilitator is someone who has very limited access to your case information. They may be able to help you with your application, check on the status of your application, and find out if you are currently receiving coverage.
A medical representative, on the other hand, has more access to your case and may in fact be able to make requests for coverage on your behalf and sign your application for you.
For anyone to be designated as either a medical representative or facilitator, the proper releases and forms must be completed, and copies provided to us.
Additionally, if you are a legally appointed role such as a Guardian or Conservator, you must send proof. This can be uploaded on the Medical Self Service Portal, faxed to 1-800-498-1255 for Family Medical or 1-844-264-6285 for Elderly & Disabled. Documents may also be mailed to KanCare Clearinghouse - PO Box 3599, Topeka, KS 66601
We also have a submitter role. A submitter is someone with an organization such as a Community Food Bank, Community Health Clinic, or Housing Office. It could also be an assisting friend or family member. These individuals may help consumers apply on the Medical Self Service Portal. They would not receive information about the consumer’s case or copies of notices. In these cases, they must print out the signature page of the application, have the consumer sign it, and upload the signature page with the application. If the signature page is not received, it will not be considered a valid application. Consumers may receive a copy of the application to sign and return which would be required to consider it a valid application.
Forms that can be filled out and returned to KanCare to appoint a Medical Representative or a facilitator are available for download.
            Medical Representative Authorization Form
            Formularies de Autorización del Representante Médico
            Facilitator Authorization Form
            Formulario de Autorización del Facilitador