Toll-free multi-lingual helpline open for Medicare questions

The NAPCA National Toll-free Multilingual Helpline Center is the only national helpline Asian and Pacific Island elders can call to obtain direct bilingual enrollment assistance and access to translated information about Medicare Prescription Drugs Benefit without the need to navigate through intimidating English voicemails, phone menus or operators.

Since May 2005, the NAPCA Multilingual Helpline has received close to 18,000 calls from seniors and their caregivers for assistance with the Medicare Prescription Drugs coverage. Services provided by the NAPCA Helpline range from answering questions about eligibility requirements, to extensive one-on-one counseling and enrollment assistance based on an individual’s prescription drug needs and choice of pharmacy. As Medicare prescription drug coverage began on January 1, 2006, the Helpline became a vital resource for low income seniors who had difficulty refilling their prescriptions because of the change in their coverage from state government to a prescription drug plan. The Helpline was able to help seniors identify their government assigned prescription plan and verify whether their drugs are covered by the plans or help the pharmacists walk through the Medicare procedures which enable the seniors to obtain their drugs. Among the seniors who called the Helpline, over 15,000 individual counseling or enrollment assistance sessions have been provided.

The reason for the success and cost effectiveness of NAPCA’s Helpline center was because the Helpline provided a very high level of service to API elders. Elders that called the Helpline were sent their language specific forms designed by NAPCA to determine their eligibility. In many cases, Helpline staff completed these forms for the elders over the phone. Once an elder was found to be eligible, Helpline staff helped identify the most suitable prescription drug plans for the elder to choose and help them enrolled by filling out the enrollment form for the elder online. Helpline staff also assists elders who were wrongfully denied low income subsidy or haven’t received their cards after enrolling through the Medicare appeal and reconsideration process.

Peter Tze-Yan Pan, 79, who came to the U.S. from Taiwan in 1973, was among the first seniors to call the NAPCA Helpline. Helpline staff helped Pan identify and enroll in a Medicare prescription drug card that best suited his needs. Since Pan is low income, he qualified for extra assistance as well. Pan was able to save over $100 a month on his medications. Pan said that he can now use the money he saved to buy food and clothes. When asked about his first reaction towards this program, Pan smiled and answered, “This is a great country!”

Seniors with income below $1,196 per month (single), $1,604 per month (married couples) and have Medicare should call NAPCA to enroll in the Low Income Subsidy program that will help pay for Part D. Seniors with Medicaid/Medi-Cal are deemed eligible for LIS but NAPCA will assist all eligible seniors to choose a suitable prescription drug plan under Medicare Part D. (PR)