When an applicant files a paper Extra Help application (Form SSA-1020-OCR (Application
for Extra Help with Medicare Prescription Drug Plan Costs)) , the Wilkes-Barre Direct
Operations Center (WBDOC) technicians scan in the application. We designed the paper
application to permit successful scanning, but some applications will still have unanswered
questions or unscannable answers.
MAPS routes scanned applications with unanswered questions, unscannable answers, or
inconsistent answers, to a technician in WBDOC who resolves these exceptions.
The WBDOC technician takes the following steps for processing these exceptions:
-
1.
Reviews the image of the scanned application, or contacts the applicant by telephone,
or mail to resolve these exceptions;
-
2.
Enters the correct data to the subsidy determination system so that the system can
process the application; and
-
3.
Routes the exception to the servicing field office if WBDOC cannot resolve the exception.
NOTE: For more information about exceptions, see HI 03010.039.