Grievances

Eligibility Grievance Process

• What is an eligibility grievance?

  An eligibility grievance is an expression of dissatisfaction about any matter other than an eligibility decision.

  Examples of an eligibility grievance might be:

  • Poor behavior by an employee of the KanCare Clearinghouse during the eligibility or renewal process.
  • Failure to respect an applicant/member’s rights and dignity during the eligibility or renewal process.
  • Concerns about your access to care due to the eligibility and renewal process.
  • You are unhappy with the customer service during the eligibility and renewal processes.

• How do I submit an eligibility grievance?

  The applicant or member or their authorized representative may submit an eligibility grievance by telephone or in writing.

  • To submit an eligibility grievance by telephone call:
  • Call Center Phone Number: 1-800-792-4884
  • TDD/TTY Phone Number: 1-800-792-4292

   

  • To submit an eligibility grievance by fax send to:
  • Family Medical Fax Number: 1-800-498-1255
  • Elderly & Disabled Fax Number: 1-844-264-6285

   

  • To submit an eligibility grievance by mail send to:
  • KanCare Clearinghouse
  • P.O. Box 3599
  • Topeka, KS 66601-9738

   

  • To submit an eligibility grievance in person go to:
  • KanCare Clearinghouse
  • 650 SE Airport West Drive
  • Topeka, KS 66619

• Is There an Eligibility Grievance Form?

  No specific grievance form is required when submitting an eligibility grievance.

• Is there a deadline for filing an eligibility grievance?

  No, an applicant, member or their authorized representative may submit an eligibility grievance at any time.

• What is the process once an eligibility grievance has been submitted?

  The Medicaid agency will call or send a letter of grievance resolution to the applicant, member or their authorized representative within 30 calendar days following the date of resolution of the grievance.