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DMAS to centralize member mail with 'Cardinal Care Correspondence Center' to meet CMS rules
Summary
DMAS described plans to contract with Maximus to centralize inbound mail and returned mail handling, implement system changes, and meet CMS requirements for tracking address updates and outbound contact attempts.
Danielle Noll, operations lead for administration and coverage at the Department of Medical Assistance Services, described a phased plan to centralize inbound member mail and administrative returned mail under a new operation named the Cardinal Care Correspondence Center.
Noll said the change responds to a Centers for Medicare & Medicaid Services final rule (April 2024) requiring regular use of reliable data sources to identify address changes and a dual-modality approach to contacting beneficiaries when mail is returned. "Some of the requirements included in this final rule, are to, utilize reliable data sources," Noll said, listing examples such as yellow return-mail stickers, the National Change of Address (NCOA) database and confirmed updates from managed care organizations.
What DMAS will do: Noll said the agency will phase in the new centralized mailroom this summer by modifying the Cover Virginia contract…
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