Any given chance that we have to promote the
features of the lobby computers with clients,
we go ahead and take that initiative.
Anytime a client comes in asking for a paper
application, I start out with "well, great
our applications are now online at your Texas
benefits dot com."
Sometimes they may be a bit reluctant to sign
up online but we let them know it's very easy.
And that's what we're there for so we can
help them and educate them on them and make
it easier for them to do.
You know it's as simple as using a telephone.
So, why don't you come with me? And I'll walk
them over there, and then I'll just instruct
them. And before you know it, there they are.
They're moving right along and doing their
applications on their own.
(over the intercom: Now serving 801 at window 3)
When they come in, they say "is this the only
way that we can apply?" And what we do is tell
them that this is the way that we're going.
We are going to a paperless generation. So,
we just take the time, walk them to the actual
computer, sit down with them and not just
abandon them.
When you get to this next section click that
box.  I want to view all my case facts.
We say, come let me help you create a user
name and password at least to get a feel for it.
At that point they see how easy it is and
they actually continue the process.
Sometimes they'll say, "you know, I never done
the computers, I don't want to do them, I'm
not good with them." If they are really resistant,
they're "no, no," they don't want to do it on
the lobby computers, you know, I actually
sit down with them and walk them through the
process with them.
And at the end they're like "oh yea, this is
much better" instead of, you know, coming to the office.
Most of the time I just say, if you are afraid
of the computer, I can assist you. And I walk
them through it.
Now, I'll point out you can see all the computers
being used. These are people that, a lot of
people here, have never used computers but
they are having no problems
People are afraid of making mistakes and they
say "I can't use that computer, I never have
used it." And I say you cannot make a mistake
we can't fix with the click of a mouse so
go ahead make a mistake cause we can fix it
A client comes into the office and the first
individual they actually meet is the lobby
greeter. The lobby greeter will educate the
client on the usage of YourTexasBenefits.com.
If the client declines, then we'll go ahead
to have the client have a seat with a ticket.
Then another individual, which is the technology
clerk, actually goes to the client after they
sits there for about 2 or 3 minutes and explains
the procedures and the great benefits of completing
it online. And, if the client still declines,
then when they get to the window, the individuals
at the window re-educate the clients, reiterate
what wonderful features the lobby computer
has. And by that step the clients are more
willing to actually take that on and go get
on the lobby computers themselves.
I also tell them that once they're done they're
free to go and all they have to do is just
wait on the phone call. And that is more of
what they want to hear you know how quick
can I do this?
(On telephone: Yes ma?am you can apply online.)
I tell the clients, not only can you apply
and renew your benefits online, but you can
print out temporary Medicaid cards, make changes,
and just keep track of your case without even
leaving your home.
They can go in and print out a temporary Medicaid
card, because that's one of the biggest complaints
that they have coming to the office, waiting
for a temporary Medicaid card when they have
a doctor's appointment. So when I tell them
that, they're just really excited - "I can
print a Medicaid card at home?"
One of the things that recently has come up
is the messages that can be sent out to their
email addresses. That's fantastic. I am already
hearing a lot of good things from a lot of
people. They say well this is a great idea.
Y'all should have thought of this before.
And I say well there's more to come, I tell them.
I like to give out the cards. So I'm always,
you know, put that in your wallet. Keep this
for later. Or you know, I give them the pamphlet
- here's a pamphlet, read over it. It tells
you so much that I can't even explain right at this second.
You do have to be multi-tasking all the time.
Get to know the Texas benefits dot com website.
You need to really familiarize your own self
with YourTexasBenefits.com, and to know what
all the functionalities are, what their capabilities
are, and how to correct errors should they
arise.
When my supervisor first told me that she
wanted me to be the lobby clerk, I was a little
fretful and I thought I could not do it. And
my supervisor reassured me that I could do
it and she walked me through it. And once
she walked me through, I think the next day
we were rolling. So I love it now.
Patience is a key. As I mentioned, not everybody?s
here because they want to be and not everybody
has the same expertise or knowledge level
that some may have. So if you can acquire
patience and talk with them, as I mentioned,
and not at them, then they'll be more willing
to come back, they'll be more willing to do it online.
Body language is a lot when you are talking
to your clients and wanting to convince them
to use YourTexasBenefits.com. I smile all
the time. I think that's really important.
I tell them that you can make a change online
and actually upload your documents online
at YourTexasBenefits.com now.
I tell them, uh, how would they feel with
the benefit of being able to renew an application
whenever they wanted to, 24/7, 7 days a week?
And the clients would say "oh really?"
They can do the changes, print Medicaid cards,
upload their documents.
From home, a library, maybe a sibling's home
who has a computer.
And I show them where to make the change.
And be able to make those changes and not
even have to come into the office.
Without even leaving your home.
It feels good being able to teach someone
that didn't know how to do it and they go
happy home saying "you know, I actually like
this better than waiting."
I really do say YourTexasBenefits.com - you're
telling them the website, where to go.
I say it's so much quicker.
I think that's the best part I say it every time.
It's something that's more beneficial to that
individual in the long run.
If they hear me say it, they're going to remember
that website, and they're like, "where do I
need to go?"
