Wednesday 9/16: 6am – 9pm
Thursday 9/17: 6am – 9pm
Friday 9/18: 6am – 9pm
Saturday 9/19: 6am – 9pm
Sunday 9/20: 6am – Monday 9pm
When creating an Incident ticket, please keep in mind that the KEES Help Desk Staff will need to attempt recreating the issue that is being reported. Therefore, providing sufficient and accurate information in the ticket will help to offer the KEES Help Desk Staff a better understanding of the issue being reported, and will result in a more timely response to the user.
The current KEES Issue Templates for both Medical and Non-Medical can be found on the KEES Repository.
Here are some helpful reminders when submitting issues:
The KEES Issue Template should be filled out for ALL issues reported.
Do not include PII (ie: SSN, DOB, full name) in either the template or any screenshots.
Be descriptive with the Short Description of your issue. This is extremely helpful when we are troubleshooting the numerous tickets reported daily. Try to refrain from using generic descriptions like ‘Incorrect Determination’, ‘EDBC Issue’, ‘Incorrect NOA’, ‘Review Due Date’, etc. The following examples could be used as alternatives: ‘PA should be eligible for CTM, instead of being Denied’, NOA is missing Denial for PA’, ‘Review Due Date did not update after EDBC’, etc.
Be specific when answering the questions on the template. When we ask what the expected result was, a response of “for it to work”, while funny, isn’t overly helpful. We do understand the frustration that users experience when running into issues and it is our goal to assist the user in overcoming the issue. We cannot be helpful when inadequate details are provided.
If you are reporting an incorrect EDBC result, please do not Accept and Save the EDBC in the hopes that we can correct it later.
Please do not save the completed template as a PDF. The ServiceNow submitter cannot copy/paste the template into ServiceNow if it is a PDF.
Please do not forward emails from other business entities to the KEES Help Desk through ServiceNow. If it is pertinent to the issue being reported, please take a screenshot of it and attach it to your ticket.
The Buy In Deletion Report will be available to eligibility staff on the 14th of each month. The Buy In file will be sent to CMS early on the morning of the 21st. The Buy In Deletion report that is received on 9/14/2020 will include all cases that lost eligibility 7/31/2020.
The removal of the deletion records by DXC will need to be completed by 5:00 PM on 9/18/2020. Any cases that need the deletion removed from the CMS file, will need to have an email sent to the DXC Buy In team no later than 2:00 PM on 9/18/2020 so they can be manually processed by the 5:00 PM deadline. The requests can be sent on a daily basis as the report is worked. DXC cannot guarantee that the manual processing will be completed before the CMS file is sent if the manual deletion requests are received after 2:00 PM on 9/18/2020.
If a deletion was manually removed from the CMS file last month, and the eligibility for that member is still not up to date in the MMIS at the point the deletion file is sent to CMS this month, that deletion will go to CMS even though that member is only listed on the Buy In Deletion report once.
If a new buy in case is being approved and qualifies for immediate buy in between 9/14/2020 and 9/18/2020, please send an email to the buy in team so it can be considered for manual accretion to CMS on the file. The member must be known to the MMIS to be manually added to the buy in file. ksxix-buyin@dxc.com
Final KDHE Processing Deadlines - Fiscal Year 2021 has been updated and can be found on the KEES Repository under Other Helpful Information.
DCF Processing Deadlines – Year 2020 can be found on the DCF Intranet under Policy and Procedures.
Call Center Phone Number: 844-723-5337
KEES Help Desk Email: KEES.HelpDesk@ks.gov
KEES Tier 1 Email (Access Issues Only): KEES.Tier1@ks.gov
KEES Repository KEES User Manual - Medical KEES User Manual - Non-Medical
The information contained in the KEES Dispatch is for internal use only.