KanCare Ombudsman Resources

Accessibility and Assistance

To accommodate people with disabilities, auxiliary aids, services, and policy modifications will be provided upon request. Please call Lydia Brookins, KanCare Ombudsman Assistant, at 316-978-3566 or 711 (Relay) at least five working days before the training session. 

KanCare Programs and Fact Sheets

• Renewal Fact Sheets
  • Discontinuance FAQs
  • Continuous Enrollment Unwinding FAQs
  • CHIP Fact Sheet
  • Eligibility Fair Hearing Fact Sheet
• KDHE Fact Sheets - Investigate KanCare/Medicaid programs and eligibility for each.
• Home and Community Based Service (HCBS) Waiver Programs
• Appeals & Fair Hearings
• Client Obligation-Patient Liability Calculation Fact Sheet 2022
• KanCare Ombudsman Brochure
• PACE Brochure and Service Map

KanCare Applications and Assistance

• Children and Families Applications
• Elderly and Disabled Applications
• Medicare Savings Program Application
• Application Assistance Guide Jan 2022 - Where to Find Help with Medicaid Applications
• Application Assistance Folder
  • Application Checklist
  • Document Checklist for KanCare ED Application
  • Application Process Flow Chart and FAQ

General Health and Disability Resources

• Who Should I Call - Consumers & Helpful Numbers: Information sheet with important KanCare and related agency contact numbers.
  • Who Should I Call - English
  • Who Should I Call - Spanish
• Who Should I Call Providers: Information sheet with important KanCare and related contact information for Providers
• Assistance for people who are Uninsured August 2021: Medical, Prescription, Vision and Dental -- Clinics in Kansas that take low income patients based on eligibility and a sliding scale. It also includes pharmacy assistance.
• Marketplace. Enroll with the Marketplace. Find help from a Navigator. New coverage information!
• KCDC Disability Services Maps 2023
• Directory of Mental Health Resources in Kansas 2023
• 2023 Federal Poverty Guidelines
• Cultural Awareness and Trauma Informed Care Training
• Accessibility Guidelines for Word and PowerPoint
• How to make Accessible Videos
• State ADA Coordinator and Grievance Process

Additional Resources

• Understanding Long Term Care Thank you to Prescott Country View, Prescott, KS for sharing this valuable document
• FAQ Good Cause Reasons to Change Your Plan
• How to Apply for Medicare
• How to Apply for Social Security Disability

Forms

Authorization for Release of Protected Health Information: for an individual to get release of information for organizations, providers, or a class of persons (like a targeted case manager or care coordinator). The person or organization listed on line 1 and/or line 2 does not act on behalf of the member. The person or organization listed on line 1 and/or line 2 cannot request services for the beneficiary.

• Auth for Release of PHI-English
• Auth for Release of PHI-Spanish
• Example Release of Information Form

Medical Representative Form: for persons on Medicaid to authorize (allow) another person to help them with medical calls, paperwork, turn in your renewal each year, use your medical card for you, etc. If the person assisting is a DPOA or Guardian, the do not need to complete the Medical Representative form in order to act on behalf of the individual. The Financial DPOA paperwork or Guardianship paperwork must be provided to the KanCare Clearinghouse.

• Medical Representative Form - English
• Medical Representative Form - Spanish

Facilitator Authorization Form: A facilitator is a person who can help fill out an application and help with the application process. Eligibility people will be able to share information with this person. This person will get copies of letters sent to the applicant about the application. After the application is processed, the facilitator is not connected to your case. A facilitator can be someone such as a relative, neighbor, friend, medical office staff, or community organization employee.

• Facilitator Authorization Form - English
• Facilitator Authorization Form - Spanish

Authorized Representative Designation Form for Grievances, Appeals and Fair Hearings

• Authorized Representative Designation Form for Grievances, Appeals and Fair Hearings
• Authorized Representative Designation Form for Grievances, Appeals and Fair Hearings Large Print

Submitting a Change to KanCare Clearinghouse Form: It is important to provide current income, address and household composition changes to the KanCare Clearinghouse while eligible for KanCare.

• Submitting a Change to KanCare Clearinghouse Form - English
• Submitting a Change to KanCare Clearinghouse Form - Spanish

Community Resources by County

Community Resources include information for medical, food, transportation and shelter along with information and referral.

This information is provided as a community service and does not constitute endorsement. This is not an exhaustive list of resources. Not all counties are available yet. As they become available, they will be added to the list.

The Community Resources by county are made available through a partnership with the University of St. Mary's internship program with the Health Information Management program. Our sincerest thanks to the many interns/volunteers who have created and updated these resources.

Counties in Alphabetical Order

• Counties in Alphabetical Order

The KanCare Ombudsman Office does not endorse or recommend any organization, provider, or philosophy that people may encounter from the resources, events, or websites listed or guarantee accessibility of those sites. The KanCare Ombudsman Office encourages you to obtain more information about any resource prior to making use of those resources.

Reports

The following reports are the quarterly and annual reports turned in to the Legislature, Kansas Department of Health and Environment (KDHE) and Centers for Medicare and Medicaid Services (CMS) each quarter.

KanCare Ombudsman Office Grievance Process

This process is for applicants, members or their authorized representative who have been in contact with the KanCare Ombudsman Office and are dissatisfied with the help they have received.

For grievances regarding eligibility, managed care organizations (Aetna, Sunflower, United), Fee for Service (FFS), and providers go to the Appeals & Fair Hearings page for assistance.

What is a grievance?

It is an expression of dissatisfaction about contact with the KanCare Ombudsman Office. It is NOT an expression of dissatisfaction regarding eligibility, managed care organizations, FFS services, or providers.

Examples of a Grievance

• Concerns about help or resources provided by KanCare Ombudsman Office staff. 
• Displeased with customer service (e.g., disrespectful or dismissive)

Are there deadlines for filing a grievance?

No. An applicant, member or their authorized representative may submit a grievance at any time.

How do I submit a grievance?

The applicant, member or their authorized representative may submit a grievance in writing to kdhe.KanCare@ks.gov. You can also call 785-296-8903. This phone number is only to be used for a grievance against the KanCare Ombudsman Office or the state.

Is there a grievance form?

No specific form is required when submitting a KanCare Ombudsman Office grievance.

What is the process once submitted?

Kansas Department for Health and Environment/Health Care Finance will contact the appropriate person that can research and resolve the grievance.

KanCare Ombudsman Office Survey

The KanCare Ombudsman Office helps Medicaid members and applicants with problems regarding their services, coverage, access and rights (for example: answering questions, resolving issues, understanding letters from KanCare, etc.)

The KanCare Ombudsman Office Survey is used to find out what our stakeholders think about how we are doing our job, so we can make improvements. (Note: stakeholders include members, applicants, providers and others.) The survey is available to the public during October annually. The results of the survey are included with the 2022 KanCare Ombudsman Annual Report and are posted on this page under Survey Results.

Overview of the KanCare Ombudsman Office

Survey Results

• KOO 2021 Survey Report
• KOO 2022 Survey Report - Summary
• KOO 2022 Survey - Full Report (all comments)

Free viewers are required for some of the attached documents.
They can be downloaded by clicking on the icons below.

Acrobat Reader Windows Media Player Word Viewer Excel Viewer PowerPoint Viewer