Montana Home and Community Based Services Launches Innovative Provider Solution

Supporting the need for Medicaid Facilities and Providers

Challenge

The original Provider Self-Assessment (PSA) filing process within the Montana Department of Public Health and Human Services Home and Community Based Services (HCBS) was inefficient and relied heavily on an archaic, paper-based manual system. This approach led to significant delays, increased human error, and a challenging experience for all stakeholders. The lack of visibility across the program and siloed data hindered communication between providers and administrators, resulting in discrepancies and strained relationships. Moreover, paper-based inspection visits and documents were stored across multiple locations impeding effective management and compliance activities.

Solution

BlueVector AI implemented a modernized Provider Self-Assessment (PSA) form management solution using Google Cloud Products, specifically AppSheet, featuring three interconnected portals: Provider, Administrator, and Citizen. The Provider Portal allows providers to submit PSA forms online, attach supporting documents, and communicate with HCBS administrators. The Administrator Portal facilitates comprehensive review and processing of PSA forms while tracking related facility inspections, and the Citizen Portal automates complaint handling, enabling users to report issues directly to HCBS online. By centralizing all submissions and documents in a single database, the solution provides a unified source of truth for HCBS staff and providers, significantly enhancing efficiency and communication throughout the process.

Results

The modernized Provider Self-Assessment (PSA) form management solution has transformed the filing process within Montana's Department of Public Health and Human Services. The shift to a digital platform has reduced processing times and human error while providing providers with a streamlined experience for submitting forms and communicating with administrators. Centralized documentation improves access to historical data and enhances tracking of compliance activities, including provider enrollment and facility inspections. This solution also drives increased adoption rates and allows for better monitoring of customer support metrics, facilitating ongoing improvements in service delivery for all stakeholders.

About Montana Home and Community Based Services

Home and Community Based Services (HCBS) is a program within the Montana Department of Public Health and Human Services that enables Medicaid beneficiaries to receive services in their homes or communities instead of in institutional settings. HCBS serves various groups, including older adults, individuals with intellectual or developmental disabilities, physical disabilities, and those with mental health and substance use disorders, promoting community living and integrated support.