How to File a Grievance as an Arkansas Medicaid PASSE Member

Arkansas Medicaid PASSE members have the right to file a grievance if they are dissatisfied with services, care, or how their PASSE operates.

Step 1: File a Grievance with Your PASSE

Start by submitting a grievance directly to your PASSE.

You may file a grievance by:

• Calling your PASSE’s Member Services, or
• Submitting a grievance online through your PASSE’s website or member portal

When contacting your PASSE, clearly state that you want to file a grievance. You may file a grievance yourself or ask someone you trust to help you.

Step 2: PASSE Review and Written Resolution

Once your grievance is received:

• The PASSE will review the issue following its grievance procedures.
• The PASSE will send you a written notice explaining:
  • The outcome of the grievance review, and
  • Any actions taken or decisions made

Keep this document for your records.

Step 3: Contact the Arkansas DHS Ombudsman if You Disagree

If you are not satisfied with the PASSE’s decision, or if you need help resolving the issue, you may contact the Arkansas Department of Human Services (DHS) Ombudsman.

The DHS Ombudsman:

• Provides independent assistance to Medicaid members
• Works with you and your PASSE to help resolve concerns
• Explains next steps and available options if you wish to pursue further review

You may contact the Ombudsman directly; you do not need permission from your PASSE.

Key Points to Remember

• You have the right to file a grievance without fear of retaliation.
• Filing a grievance does not affect your Medicaid eligibility or benefits.
• Help is available if you need assistance understanding or navigating the process.

If you need help finding contact information for your PASSE or the DHS Ombudsman, your PASSE’s Member Services team can provide details.