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COMAR 10.09.24.04

310 State of Maryland Medical Assistance Manual Revised July 2012

(a) Face to Face Interview ( no longer required) 1. The face-to-face interview is no longer mandatory, but may be required at the discretion of the CM or at the request of the A/R. 2. When it is determined that a face-to-face interview is required, the LDSS/LHD CM or at the request of the A/R. 3. When it is determined that a face-to-face interview is required, the LDSS/LHD CM shall arrange for the interview 4. The primary purpose of the interview should, shift from filling out the application to reviewing the filed application, interviewing for its accuracy and completeness, and making the necessary adjustments.

The CM should prepare for the interview in advance of the scheduled time. It is reasonable to assume that some filed applications will not be accurate or complete. The expectation is that those who are able to complete the application themselves should do so in a setting that is independent of the interview. Local departments must decide on a case-for-case basis whether to require a person to finish an incomplete application from before the interview or whether to assist the person in completing the application form during the interview.

(1) Telephone Interviewing Tips

An interview, whether face-to-face or by telephone, is structured communication for the purpose of gathering necessary customer information to assist in determining eligibility. Its success depends on the skill of the interviewer and the rapport that develops between the interviewer and the customer.

a) Plan the telephone interview. It requires preparation. 1. Get organized 2. Decide the objective of the call a. What is it you need to know? b. Why are you calling the customer? 3. Familiarize yourself with relevant past and current information 4. Write down all information needed 5. Gather complete and accurate information

b) During the interview 1. Confirm your understanding of the circumstances a. Ask questions until you are clear on all issues, b. Request the customer repeat them back to you 2. Use a good closing statement to prevent unnecessary and time-consuming phone calls to and from customers. a. Examples: “Is there anything else you need to tell me before we hang up? “Do you have any questions for me?