Frequently Asked Questions

Question 1

What is Enhanced Care Management (ECM)?

Accepted Answer

Enhanced Care Management (ECM) is a Medi-Cal benefit that provides personalized care coordination for members who may need extra support managing their health and daily life. ECM helps connect you with healthcare, resources, and services to make navigating your care easier.

Question 2

Who provides ECM services?

Accepted Answer

ECM services are provided by organizations approved to participate in California’s ECM program. ECM Advocate is a community-based ECM provider serving Kaiser Medi-Cal members throughout Southern California, with a team experienced in healthcare and social services.

Have a different Medi-Cal health plan? ECM may also be available through other health plans, including IEHP, Molina, Health Net, Anthem Blue Cross, and Blue Shield Promise, depending on your plan and county.

Question 3

How is ECM different from regular case management?

Accepted Answer

ECM takes a whole-person approach by addressing more than just medical needs. Your Care Manager can help you navigate healthcare while also connecting you with resources such as housing, food, transportation, and other community support.

Question 4

How long does ECM last?

Accepted Answer

There is no set time limit for ECM services. Eligible members can receive support as long as they continue to meet program requirements and have ongoing care needs. Your care team will work with you to adjust your support as your needs change.

Question 5

Who qualifies for ECM?

Accepted Answer

ECM is a Medi-Cal benefit for members with complex health and social needs who meet eligibility criteria. ECM Advocate specifically supports eligible Kaiser Medi-Cal members, including children, adults, seniors, and postpartum individuals.

Eligibility may include members experiencing housing instability, multiple chronic conditions, serious mental health or substance use needs, or other qualifying circumstances.

Question 6

Do I need to have Medi-Cal to receive ECM?

Accepted Answer

Yes. ECM is a Medi-Cal benefit, and ECM Advocate works specifically with Kaiser Medi-Cal members. If you have Kaiser Medi-Cal and are unsure whether you qualify, contact us and we can help you learn more.

Question 7

How do I enroll in ECM?

Accepted Answer

You can be referred by your Kaiser healthcare team, provider, hospital, or community organization, or you can contact ECM Advocate directly. A member of our team will call you within one business day to discuss your needs and eligibility. If you qualify, we will help connect you with a Lead Care Manager.

Question 8

Is there any cost for ECM services?

Accepted Answer

No. ECM services are provided at no cost to eligible Kaiser Medi-Cal members. ECM is a Medi-Cal benefit, so there are no additional copays or out-of-pocket costs for ECM services.

Question 9

Which Medi-Cal health plans does ECM Advocate work with?

Accepted Answer

ECM Advocate currently works exclusively with Kaiser Medi-Cal. If you have Kaiser Medi-Cal and think you may benefit from ECM, contact us to learn more about eligibility and how to get started.

Question 10

What services are included in ECM?

Accepted Answer

ECM Advocate provides support with healthcare, appointments, transportation, food, housing, community resources, and transitions after a hospital stay. Services are personalized to your individual needs.

Question 11

What does my ECM Care Manager do?

Accepted Answer

Your ECM Care Manager is your main point of contact and will work with you by phone to understand your needs, answer questions, and help you navigate your care. They will check in with you and help make sure you stay connected to the support and services you need.

Question 12

Can ECM help me find housing?

Accepted Answer

Yes. ECM Advocate can help eligible members explore housing resources, connect with available assistance programs, and navigate housing-related services.

Question 13

Does ECM cover mental health support?

Accepted Answer

Yes. ECM Advocate can help connect you with mental health and substance use services. While ECM does not provide therapy directly, your Care Manager can help coordinate appointments and connect you with appropriate providers.

Question 14

What happens after I reach out?

Accepted Answer

A member of the ECM Advocate team will call you within one business day to learn more about your needs and discuss your eligibility. If you qualify, we will connect you with a Lead Care Manager who will provide support by phone.

Question 15

Do I have to meet with someone in person?

Accepted Answer

No. ECM Advocate is phone-based, so there is no need to travel to an office or attend an in-person appointment. Your Care Manager can help you coordinate care, appointments, and resources, all from the convenience of your home.

Question 16

Do you offer services in languages other than English?

Accepted Answer

Yes. We currently have English- and Spanish-speaking representatives available. Let us know your preferred language when you contact us, and we will do our best to connect you with the appropriate team member.

Question 17

I am a healthcare provider. Can I refer patients to ECM Advocate?

Accepted Answer

Absolutely! We welcome referrals from healthcare providers, hospitals, clinics, social workers, and community organizations. You can provide your patient with our phone number or direct them to our website to learn more and contact our team directly.

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