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Utah RWP Part B ClientTrack Eligibility Specialist Procedure Manual2021Utah Ryan White Part B ProgramClientTrackEligibility Specialist User GuideDivision of Disease Control & PreventionBureau of EpidemiologyRyan White Part B ProgramMarch 2021Utah Department of HealthPage 1 of 49

Utah RWP Part B ClientTrack Eligibility Specialist Procedure Manual2021Table of Contents1.ABOUT THIS USER GUIDE . 52.ACCESSING CLIENTTRACK . 5I.SIGN-IN . 5II.WORKSPACE . 5A.Workspace Carousel . 5B.Home Workspace . 6C.Clients Workspace. 6III.3.CASE NOTES . 8A.Client Workspace . 8B.Refresh Screen . 11HOME WORKSPACE NAVIGATION . 11I.ENROLLMENT LIST. 11A.Search Criteria . 11B.Refresh Button . 11C.Enrollment List Client Data . 12II.APPLICATION LIST . 13A.Search Criteria . 13B.Refresh Button . 13C.Application List Client Data . 13III.4.SELECT APPLICATION FOR ELIGIBILITY DETERMINATION . 14A.Prioritization of Application Processing . 14B.Filter Application List . 15C.Select Client for Eligibility Determination . 15WORKFLOW NAVIGATION . 155.A.Dynamic Workflow. 15B.Pause or Cancel Workflow . 16C.Workflow Steps Check List . 16ELIGIBILITY DETERMINATION . 18I.DETERMINE ELIGIBILITY . 19A.II.Eligibility Summary. 19RESIDENCY STATUS . 20Utah Department of HealthPage 2 of 49

Utah RWP Part B ClientTrack Eligibility Specialist Procedure Manual2021A.Client Identifying and Contact Information . 20B.Eligibility Review: Residency Status . 20III.HIV STATUS . 21A.Applications - Medical Provider Information . 21B.Recert/SA - Medication Adherence . 21IV.PROOF OF INCOME . 21A.Applicant and Household Information. 22B.Monthly Income – Applicant/Spouse . 22C.Income Calculation Worksheet . 24D.Affidavit of Zero Income . 28E.Eligibility Review: Proof of Income: . 29V.HEALTH INSURANCE STATUS . 30A.No Health Insurance Coverage . 30B.Health Insurance Coverage . 30C.Eligibility Review: Health Insurance . 32VI.MEDICAID STATUS . 32A.Client Identifying Information. 32B.What Is Your Medicaid Status? . 32C.Outcome from Medicaid Eligibility Lookup. 33D.Eligibility Review: Medicaid Status . 34VII.AUTHORIZATION FOR RELEASE OF INFORMATION . 35A.Navigation to the Authorization for Release of Information . 35VIII.CERTIFICATION OF ACCURACY AND COMPLETENESS . 36A.Signature and Signature Date . 36IX.ELIGIBILITY SUMMARY . 37A.Application Summary . 37B.Eligibility Determination . 38X.ELIGIBILITY PROGRAM SELECTION . 39A.Programs for Eligible Client. 39B.User’s Program Selection . 40XI.PROGRAM ENROLLMENT . 41XII.FINISH ELIGIBILITY DETERMINATION . 42Utah Department of HealthPage 3 of 49

Utah RWP Part B ClientTrack Eligibility Specialist Procedure Manual20216.MINOR CLIENTS . 437.CHANGES DURING AN ELIGIBILITY PERIOD . 43I.ENROLLMENT CHANGE . 43A.Request and Documentation . 43B.Update Information . 43C.Change Program. 44D.Add Case Notes . 44II.CHANGE ELIGIBILITY PERIOD DATES . 44A.Application . 44B.Shorten Eligibility Period . 45C.Add Case Notes . 46III.DISENROLLMENT. 46A.Request and Documentation . 46B.End Eligibility Period . 46C.Add Case Notes . 47IV.CLIENT INFORMATION CHANGES. 47A.Client Information Changes . 47B.Health Insurance Changes. 48C.Medicaid Changes . 48V.ELIGIBILITY HISTORY . 48A.Eligibility History Table . 48Utah Department of HealthPage 4 of 49

Utah RWP Part B ClientTrack Eligibility Specialist Procedure Manual1.2021ABOUT THIS USER GUIDEThe purpose of this document is to provide Eligibility Specialists the information theyneed to complete and submit Applications, Re -Certifications, and Self -Attestations fortheir clients.For the purpose of this manual the term “application” will be used in general termsreferring to New Application (for new Utah Ryan White applicant), Re -Certification (a fullredetermination of eligibility), and Self -Attestation (a partial redetermination whereclient attests to no changes in their situation since the la st application), unless otherwisenoted.The term “Program” will be used referring to the Utah Ryan White Part B Program.2.ACCESSING CLIENTTRACKClientTrack is a web-based application. There are two types of ClientTrack environments :Training and Production (Live). Each environment has its own unique web address.I. SIGN-INNavigate to the ClientTrack website:a. Training database https://www.clienttrack.net/UT RW Trainb. Live production database https://www.clienttrack.net/UT RW PRODSign in to ClientTrack with your username and password. Your username is your emailaddress.a. If you have access to more than one Workgroup, Organization, and/or Location, checkto make sure you are using the correct settings determined by your intentions.Update as needed. You can also change these settings once you are logged in.b. Click “Use these settings”.II. WORKSPACEClientTrack navigation is based on differen t Workspaces. A Workspace is a collectionof features and components which are grouped together in the ClientTrack userinterface. To navigate from one Workspace to another, click on the WorkspaceCarousel.A. Workspace CarouselThe different workspaces you have access to will show on this screen. Click on theworkspace you need to work from .Utah Department of HealthPage 5 of 49

Utah RWP Part B ClientTrack Eligibility Specialist Procedure Manual2021B. Home WorkspaceYour Home Workspace is your home base as a user. Here you view informationspecific to you as a user .User Dashboard: The user dashboard displays specific information related to yourworkgroup and current Program enrollment.Enrollment List: A list of all clients who are enrolled in the Program.Application List: A list of all clients with pending applications.My ClientTrack: The menu options for your workgroup:a. Active Case Load: A list of all clients who are assigned to your case load.b. Paused Workflows: A list of clients who you have started a workflow, but did notcomplete or end the workflow.c. Referrals to Program Services: A list of clients who have been referred to services,including referral date, service group, referral services, provider, status and result.d. My Submitted issues: A workspace with the list of issues (problems, questions, orsuggestions) you have submitted, and the status of each.e. My User Configuration:i. My Information: Your User Name, Contact Information, and Visual Themeselection.ii. My Team: A list of users with you as their assigned supervisor, and actionsyou can perform.iii. My Document Check Paused Operations: Paused Forms: A list of forms you’ve paused. Paused Workflows: A list of all clients whom you have started aworkflow and currently pending action.iv. Change My Password: Password requirements and change options.v. Recovery Information: If you forget your password, information on accountrecovery.vi. Bulletin Board: A place for shared messages with other ClientTrack users.These messages are viewable by all ClientTrack users that can access theBulletin Board.ClientTrack Information: Menu options for ClientTrack information.a. Global News: News items for all ClientTrack users to be aware of.b. ClientTrack Training Videos: Videos to watch to learn more about ClientTrackfunctionality.c. Feature Documentation: Access and view ClientTrack’s feature documentation.d. ClientTrack IDEA: Explore data and complete query reportsC. Clients WorkspaceThis workspace provides you with the access to information specific to a selectedclient. The Menu Panel on the left depends on your Workgroup you are currentlylogged in as. Your menu will include some of the following options:Utah Department of HealthPage 6 of 49

Utah RWP Part B ClientTrack Eligibility Specialist Procedure Manual2021Client Dashboard: Summary of client’s information, demographics, Program enrollment andservices.Find Client: Search for client by multiple options. A list of clients that match search criteriawill populate. Click anywhere on the client’s line and you will be navigated to that client’sdashboard.New Ryan White Application: Start of new application for new clients, or start arecertification for clients who have had a lapse in coverage.a. Add a new client: Start a new application for a client who has not been on the UtahRyan White Part B Program in the past.b. Use the current client: Start a new recertification for a client who has had a lapse incoverage.c. Select another client: Returns to Find Client screen to search and select anotherclient.Client Information Menu: Menu options to view details, make changes, and update specificinformation about the client.a. Client Information: Client’s history of Mailing Address, Email, Phone Number,Household Size, and Marital Status.b. Edit Client Information:i. Address History: Client’s address history and option to update.ii. Alias History: Client’s aliases and option to add new alias.iii. Document Check: A list of documents that have been uploaded to theclient’s file for a quick check to find out what documents may still beneeded.iv. Files: Documents or other files are stored electronically by uploading themhere.v. All Client Files: A collection of all client’s documents and files that havebeen uploaded.vi. Interested Others: A list of other household members and names clientlisted on the Authorization for Release of Information.vii. Notifications: A page for notifications and alerts to set up and display.viii. Paused Workflows: A list of any paused workflows for the client, if any.Actions can Resume, Restart, or Delete Paused Workflow by clicking theaction button.ix. Recently Accessed: A history of who accessed the client’s file and date ofaccessed.c. Authorization for Release of Information: Display the client’s history of Authorizationof Release of Information forms.d. Case Notes: Client’s case notes history and where you add new case notes.e. Eligibility History: Client’s history of eligibility for the whole Program. For eacheligibility period, action button allows to review the eligibility, which takes you to theEligibility Summary page. See section 8.I. for more detail.Utah Department of HealthPage 7 of 49

Utah RWP Part B ClientTrack Eligibility Specialist Procedure Manual2021i. CAREWare Eligibility History button on the upper right of the EligibilityHistory page will take you to the Migration Eligibility Dates for the eligibilityhistory from CAREWare.f. Eligibility Proof of Income: Client’s history of Eligibility Specialist’s income calculationand the client’s FPL (i.e. Under 250%, 250% - 500%, or Over 500%). View iconnavigates user to the calculation screensg. Enrollments: Client’s enrollment history showing specific programs (i.e. ADAP-M, DPI,SS, etc.) enrolled in with start and end date of each program.h. Health Insurance Assessments: Client’s Health Insurance coverage history.i. Medicaid Search: Client’s history of Medicaid status client selected during applicationintake.j. Proof of Income: Client’s history of total monthly income as the client reported onapplication. View icon navigates user to the income page with the client’s entry.k. Document Upload: History of all documents uploaded to the client’s file withassociated date of upload. All documents are viewable.l. HIV Status: History and status of HIV data.III. CASE NOTESClientTrack has a central location for all users to add and view notes detailing actionstaken and information about the client, eligibility, case management, servi ces, etc.Case notes are set up with each workgroup having different permissions to be able toread and/or write case notes. Therefore, all users may not be able to see all notes.For more detailed instructions for all workgroups, see the separate user gui de“ClientTrack Case Notes User Guide”.A. Client WorkspaceThe Case Notes are accessed from the Client Workspace menu options. Click CaseNotes to view and add new notes.Client Case Notes history displays with a brief summary, date, and who entered the notes.a. Action Date: The date the user entered the notes.b. Service Date: The date the service took place.c. Note Type: Depending on the workgroup you are logged in as, allows you to readspecific note types. UDOH Eligibility workgroup have access to:i. Benefit Specialist Note: Notes about Benefit Specialists activity. This mayinclude, but not limited to, the action taken on Application, Recertification,and Self-Attestation, missing documentation, exception request, enrollmentchanges request, updates client reports etc.ii. Eligibility Note: Notes about all things regarding eligibility, approval,program enrolled in, client detail affecting eligibility, exception requestdetail, income calculation explanations for unusual cases, enrollmentchanges, restriction reason, early disenrollment, etc.Utah Department of HealthPage 8 of 49

Utah RWP Part B ClientTrack Eligibility Specialist Procedure Manual2021iii. Note to Client: Notes for the client to view through the Client Portal. Forclients who have set up their online account for the Client Portal will be ableto read notes written to them.d. Regarding: Subject the note is about.e. User: The user who entered the note.f. Organization: The organization the user is associated with.g. Print: Print box to check then print one or multiple notes at a time.Add New Case Note: To add new notes, select the Add New Case Note button. Completethe boxes for the following:a. Service Date: Auto defaults to today’s date. If the service was rendered on an earlierdate, you may change the date to the date the service was completed.b. User: Auto defaults to the user logged in.c. Enrollment: Select from the dropdown box the enrollment the note is about.d. Regarding: Enter the subject for the note you are entering.e. Note Type: Select from dropdown menu the type:i. Benefit Specialist Note: Notes about Benefit Specialists activity. Notes aboutApplication, Recertification, and Self-Attestation, missing documentation,exception request, enrollment changes request, updates client reports etc.ii. Services Note: Notes about all things regarding Supportive Services (EFA, FoodVouchers, Transportation, Dental, etc.), referrals, decisions, denial reason,missing documentation, client interactions (document client phone calls), etc.iii. Note to Client: Notes for the client to view through the Client Portal. For clientswho have set up their online account for the Client Portal will be able to readnotes written to them.f. Template: A template to select from dropdown menu for the type of note entering.Utah Department of HealthPage 9 of 49

Utah RWP Part B ClientTrack Eligibility Specialist Procedure Manual2021g. Notes Text Box: Text box to add notes. The text can be modified, change format, font,size, color, and other edit tools by clicking on the Toggle Floating Tool Bar button inthe upper left corner of the text box.Print Selected: Check the note(s) to be previewed. This option opens a new window withthe notes that were checked in complete detail all on one page. This way you do not have toopen each note separately to view notes history. If you wish to print the notes, click theprint button at the bottom of the page.Utah Department of HealthPage 10 of 49

Utah RWP Part B ClientTrack Eligibility Specialist Procedure Manual2021B. Refresh ScreenWhen making changes in ClientTrack andafter saving the page, if you do not see thechange, refresh your browser .Select F5 on your keyboard orClick the refresh button on your browser.3.HOME WORKSPACE NAVIGATIONThe Home workspace is where you view the Ryan White Part B Program enrollment list,application list, and manage your workload.I. ENROLLMENT LISTThe Enrollment List displays all clients currently enrolled in the Program.A. Search CriteriaThe search criteria is optional to narrow or filter the list .Enter any single or combination of data elements you wish to search by then, click theSearch button.Each column of the list can be sorted by clicking the heading title.B. Refresh ButtonBefore selecting a client, click the Refresh button to update the list so that you havethe most current information.Utah Department of HealthPage 11 of 49

Utah RWP Part B ClientTrack Eligibility Specialist Procedure Manual2021C. Enrollment List Client DataThe Enrollment List displays all clients enrolled with a summary of enrollment status.The list is in a table format with columns and rows. Each column can be sorted byclicking the column heading name , or icon next to the title, and can be sortedascending or decending.Action button: Lists the actions that are able to perform for each client. The actionpossibilities are based on the client’s enrollment period.a. Select Client: Takes you to the Client Dashboard.b. Recertification: If client is due for recertification, click to start the recertificationprocess.i. Will only populate starting with the first day of the month before theenrollment end date.ii. Takes you to the Client Intake form to start the recertification process.iii. The data that was previously entered on the last recertification remains onthe intake forms, except income. Update the information that has changed,and address the current income. Current income will need to be added.c. Self-Attestation: If client is due for Self-Attestation, click to start the Self-Attestationprocess.i. Will only populate starting with the first day of the month before theenrollment end date.ii. Takes you to the Client Intake form to start the self-attestation process.iii. The data that was previously entered on the last recertification remains onthe intake forms, except income. Update the information that has changed,including current income.First Name: Client’s first name.Last Name: Client’s last name.Client ID: Client’s ID assigned by the program. First and third letters of first name, first andthird letters of last name, date of birth MMDDYYProgram Enrolled In: The current program client is enrolled in as of the day viewing.Enrollment Status: Client’s current status within the Program.a. Due for Recertification: Client is enrolled and a recertification is needed at the end ofthe enrollment period to continue with enrollment.b. Due for Self-Attestation: Client is enrolled and a self-attestation is needed at the endof the enrollment period to continue with enrollment.c. In review: The application is pending and is being reviewed by the UDOH eligibilityteam.d. Dis-Enrolled: The client is no longer eligible and has been disenrolled from theProgram.e. Not Eligible: The client’s most recent application was denied as not eligible for theProgram.Enrollment Start Date: The start date of the current eligibility period.Utah Department of HealthPage 12 of 49

Utah RWP Part B ClientTrack Eligibility Specialist Procedure Manual2021Enrollment End Date: The last day the eligibility period.Checked Out By: Lists the name of the user who has opened the client’s file and is workingon it, i.e. completing eligibility determination, updating file, etc. If there is a name here, thatuser is the only user who can make changes, complete application, etc. Other users can stillselect client and view details, but not able to update or make any changes.II. APPLICATION LISTThe Application List displays all clients who have started or submitted an application,recertification or self-attestation and the status of it.A. Search CriteriaThe search criteria is optional to narrow or filter the list.Enter any single or combination of data elements you wish to search by then click theSearch button.To see all applications, leave search criteria blank.Each column of the list can be sorted by clicking the heading title.B. Refresh ButtonBefore selecting a client, click the Refresh button to update the list so that you havethe most current information.C. Application List Client DataThe Application List displays all clients pending an eligibility decision. The list isseparated by category: (1) Due for Recertification, (2) Due for Self-Attestation, and(3) New Applicants with a summary of application status. The list is in a table formatwith columns and rows. Each column can be sorted by clicking the column headingname.Action button: Lists the actions that are able to perform for each client. The actionpossibilities are based on the client’s application status.a. Select Client: Takes you to the Client Dashboard.b. View Application/Recertification/Self Attestation: Takes you to the Client Intakeworkflow to view the application. You are unable to make any changes, or determineeligibility.c. Determine Eligibility: For the UDOH Eligibility Specialist to review the application andmake an eligibility decision.First Name: Client’s first name.Last Name: Client’s last name.Client ID: Client’s ID assigned by the program. First and third letters of first name, first andthird letters of last name, date of birth MMDDYY.Status: Displays the status of the application:a. Draft: Application has been started but not completed or submitted.Utah Department of HealthPage 13 of 49

Utah RWP Part B ClientTrack Eligibility Specialist Procedure Manual2021b. Submitted: Application has been completed, submitted, and waiting for an eligibilitydecision.c. In Review: Application is being reviewed for an eligibility decision.d. Insuf

Client Information: Client's history of Mailing Address, Email, Phone Number, Household Size, and Marital Status. b. Edit Client Information: i. Address History: Client's address history and option to update. ii. Alias History: Client's aliases and option to add new alias. iii. Document Check: A list of documents that have been uploaded .