Welcome to KYLoop!

Ask questions, find answers, and share your experiences helping consumers enroll in health coverage and other public benefits using the kynect platform.

  • Paige

    Member
    August 28, 2023 at 7:14 pm

    I have talked to multiple ppl lately who have all turned their paperwork in on time, often well ahead of any deadline, but, they continue to either get asked for the same docs to be turned in again, or, they lose coverage anyway and are just told to reapply new …where they get asked again for that same paperwork. It’s just not getting reviewed, there’s a huge breakdown somewhere. People are trying to do what they’re being asked to do.

  • Holly Hudnall

    Member
    August 28, 2023 at 11:39 pm

    Experienced an issue last week while helping my brother renew his Medicaid. He had never used the kynect SSP before, but we were going to try it to upload documents for his RFI. He failed identity proofing through Experian, so the message directed us to go to a local DCBS office to complete the ID proofing. We went there today and waited two hours to speak with someone, and the DCBS worker told us to call the SSP help desk to fix this problem. Called the help desk, and was directed to go to a kynector to do the ID proofing.

    The kynect message could have saved a lot of time if it had just directed us to go to a kynector in the first place to do the ID proof when he failed Experian.

  • Brooke Perkins

    Member
    August 31, 2023 at 3:43 pm

    I have been a Kynector for 10 years and this year by far has been the most difficult. When the roll out happened is when my clients issues were happening. I have had several clients that were on Medicaid do to the pandemic but no longer eligible after. When renewing coverage the enrollment stated that they were no longer eligible for Medicaid but also not eligible for APTC because they were below the 100% FPL. I have also had the same issues as the other kynector with RFI being turned in but coverage was ended anyways. When this happened I would have to sit on hold with the DCBS office for several hours to get corrected and back dated. One of my clients has had this happen not once, not twice but three times and now insurance is going to end because of no payment, WHEN IT IS NOT THE CLIENTS FAULT. I have spent more time on hold in the past 3 months with DCBS then I had to when Kynect first came out in 2013! I understand that the DCBS workers are working and super busy, but so am I. I also get frustrated because sometimes I will be on hold for hours and 430 rolls around DCBS comes on the line and states that someone will have to call me back tomorrow because the office is closing and I never get the call back and end up just calling back again and sitting on hold for another 2 or 3 hours and when the DCBS work gets on the phone they say they can’t help or for the client to just reapply. Don’t get me wrong there are DCBS workers that will take the time and help and I appreciate that, but I it is just frustrating when I know what needs to be done and I can not do anything about it. I wish that as a kynector I had access to the DCBS portal so that I could correct it myself and not have to bother anyone else. I probably have other issues happening but can’t think of them right now. Thank you for the space to vent concerns.

    Brooke Perkins, CAC 35

    • Paige

      Member
      September 7, 2023 at 6:02 pm

      The wait times are ridiculous. So many hours on the phone. A family in Boyd county recently sat on hold until 6PM only to learn the next day when they called again that they don’t answer the phone after 4:30.

      And on the RFIs….I get it. Whenever there is a deadline for anything, not just insurance paperwork, but a deadline for anything, some folks will submit on the last day they’re able to, but that should be OK. That’s what deadlines are for. Once the RFI has been responded to ON TIME, the coverage should remain until its thoroughly reviewed, regardless of how complex the individual case may be. Being terminated anyway or asked to resubmit and resubmit the same paperwork, or told to just reapply, that’s not a solution and its happening alot.

      • Priscilla Easterling

        Administrator
        September 8, 2023 at 2:07 pm

        Thank you for sharing and joining our town hall earlier, Paige. Feedback from kynectors and other assisters is invaluable and desperately needed. We are collecting these issues and reporting them directly to the state. If you have any cases that you need help resolving or that were particularly problematic, please submit them to KVH’s case collector and we will report them directly to the state to investigate: https://forms.gle/mX6RPxQJkBkwF1Gh7

    • Priscilla Easterling

      Administrator
      September 8, 2023 at 1:27 pm

      Hi Brooke,

      Thank you for responding and raising these issues. We’ve heard from kynectors all over the state that they are experiencing the same outrageous wait times and endless complications as they attempt to help people renew their Medicaid coverage. Thank you for speaking up during the town hall yesterday! We heard from the state that they need case examples to really understand how widespread these issues are, so KVH has put together a case collector so we can quickly share these issues and cases directly to the state. If you have any cases you would like the state to investigate or resolve, please check it out and feel free to share with everyone!

      https://forms.gle/mX6RPxQJkBkwF1Gh7

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