What We Can & Cannot Do

Navigating Medicaid can be complex. Amarna CMS is here to act as your professional navigator, ensuring you receive the support you deserve while maintaining complete transparency about our role.

How We Support You

We can organize and arrange medical checkups and prenatal care.
Find reliable and safe housing and transportation.
Link you with additional community services and other forms of aid.
Assign a case manager to support your pregnancy journey every step of the way.

Our Limitations

We do not provide direct medical treatment or advice
We cannot guarantee specific Medicaid eligibility outcomes
We are not a financial institution or direct cash provider
We cannot replace your primary care physician's role

Practice Policies

Hours of Operation & Communication Policy

The practice is committed to providing responsive, reliable support while maintaining structured business hours.

Operating Hours: Standard office hours are Monday through Thursday from 8:00 AM to 6:00 PM, and Friday from 8:00 AM to 2:00 PM.
Response Window: The case manager returns all non-emergency phone calls and emails within 24 hours of receipt.
Weekends & Holidays: The practice does not provide standard services or return routine correspondence on weekends or official holidays.
Communication Channels: All official communications must occur strictly through the practice's designated phone number and email address. The case manager will not accept social media connection requests from active clients. Text messages or emails received outside of standard operating hours will be addressed on the following business day.

Emergency Protocols & After-Hours Care

The practice does not handle standard after-hours communications unless an immediate medical or situational emergency arises.

Immediate Danger: In the event of a life-threatening or medical emergency, clients must call 911 or go to the nearest emergency room immediately.
First Responder Alert: Clients should inform the emergency personnel that they have an active case manager and provide the case manager's contact information.

Workplace Safety, Cooperation, & Responsiveness Standards

To maintain a productive, safe, and professional care relationship, the practice enforces strict cooperation and safety standards.

Unresponsive Policy: If a client becomes unresponsive or loses contact with the practice, the case manager will make exactly three (3) separate attempts to re-establish contact. If there is no response seven (7) days after the final attempt, the client's case file will be automatically closed.
Late Arrival & No-Show Rules: Clients must provide at least 24 hours' notice to cancel or reschedule an appointment. If a client is more than 15 minutes late to a scheduled telehealth or in-person session, the appointment is automatically marked as a "No-Show" and must be rescheduled. Repeated no-shows may result in case closure.
Safety Threats: If at any time the case manager's personal safety is compromised due to physical or verbal threats, law enforcement will be notified immediately, and the client's case will be closed.
Unruly Behavior: If a client is consistently uncooperative, disruptive, or unruly during sessions, the practice will close the case.

In-Person Home Visit Environmental Safety

If the client elects to receive services via in-person home visits, the household environment must meet basic safety criteria.

Animal Restraint: Clients must completely secure all household pets in a separate room prior to the case manager's arrival and during the entire visit.
Hazardous Materials: Illegal drug use, alcohol consumption, or the visible presence of unsecured weapons by anyone in the household during a visit is strictly prohibited.
Immediate Termination: If these environmental conditions are violated, the case manager will exit the premises immediately, and the session will be terminated.

Service Location, Delivery, & Scheduling Rules

Encounters are tailored to fit client lifestyles within designated geographical boundaries and regulatory guidelines.

Delivery Formats: Appointments can be completed either online via telehealth or in person. Clients must indicate their preference when scheduling.
Service Counties: The practice exclusively services individuals residing in Bexar, Travis, and Williamson County.
Address Changes: If a client relocates, such as moves out of the original service county, they must notify the case manager immediately.
Visit Limits: Meetings may occur as frequently as necessary to assist the client in obtaining vital community resources. However, the practice cannot meet with a client more than once in a 24-hour period.

Medicaid Case Management Eligibility & Scope Limits

Access to program support is linked directly to state insurance status, individual care goals, and defined role boundaries.

Timeline Window: Case management services are fully available to eligible clients during the prenatal period, during birth, and up to 12 months postnatal.
Active Coverage: Clients are permitted to receive Medicaid case management as long as their Medicaid coverage remains active, their goals/needs are not yet met, and they wish to receive services.
Status Adjustments: If a client's insurance status changes, they must notify the case manager immediately so services can be adjusted.
Limitation of Physical Assistance: The practice provides administrative and coordination case management services only. The case manager is legally and logistically prohibited from handling child care, moving physical furniture or household goods, or installing safety equipment (such as car seats). The client assumes all liability for the physical installation and use of any resource materials or equipment obtained through program referrals.

Mandatory Reporting Disclosure

While the practice prioritizes client trust, certain disclosures are legally mandated by the state.

Legal Obligation: The case manager is a designated Mandated Reporter under Texas state law.
Reporting Triggers: If there is cause to suspect the abuse, neglect, or exploitation of a child, an elderly individual, or a person with a disability, the case manager is legally required to report this information to the Department of Family and Protective Services (DFPS) immediately.