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A case in BridgePoint CRM represents a single program application for a single client. Each time a client applies for a benefit program — Medicaid, food assistance, cash assistance, or health coverage — a new case is opened to track that application through every stage, from initial submission to enrollment or denial, and through any subsequent renewals.

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Supported programs

BridgePoint CRM manages applications across seven benefit programs.

Medicaid

State-administered health coverage. Tracked with DCF status and renewal date; certain DCF outcomes automatically trigger an ACA pipeline referral.

Food (SNAP)

Supplemental Nutrition Assistance Program. Cases use a simplified status workflow: Pending Status, Enrolled, Denied, or Ineligible.

Cash (TCA)

Temporary Cash Assistance. Like SNAP, TCA cases use the simplified four-status workflow rather than DCF status tracking.

Obamacare / ACA

Marketplace health and dental coverage. ACA cases carry full plan details — carrier, metal tier, premiums, member IDs, and effective dates.

Pregnancy

Pregnancy-related Medicaid coverage. A Pregnancy Open or Pregnancy Closed DCF outcome can refer the client to the ACA marketplace pipeline.

Refugee Medical Assistance

Medical coverage for qualifying refugees. A Refugee Medical Assistance DCF outcome triggers an automatic ACA pipeline referral.

Medicare

Federal health coverage for eligible individuals. Tracked as a standalone case alongside any other active programs.
ACA cases are managed through the Pipeline module rather than the main Cases board. The Cases board displays Medicaid, SNAP, and TCA cases only.

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Case statuses

Every case carries a status that reflects where the application currently stands. The status updates automatically when you record a DCF status change, or you can set it directly for SNAP and TCA cases.
The case has been opened but no action has been taken yet. This is the default status for all newly created cases and for SNAP/TCA cases that have not yet been updated.
The application has been submitted and is being reviewed — either internally or by DCF. For Medicaid cases, several DCF status outcomes (Medically Needy, Denied, Closed, Pregnancy Open/Closed, Refugee Medical Assistance) move the case into In Review while the client is evaluated for ACA eligibility.
The client has been approved and is actively enrolled in the program. For Medicaid cases, this status is set automatically when you record a DCF status of Enrolled.
The case has an upcoming or past renewal date. Cases in this status appear in the Renewal Due tab on the Cases board and in renewal reminders.
The case was sent back from the sales or processing team with a note. A banner on the case detail page displays the return reason. Returned cases are highlighted in the Cases board.
The client has been referred to the Obamacare / ACA marketplace and a pipeline entry has been created. This status is set automatically after you confirm the ACA pipeline referral following a qualifying DCF status change.
The application was denied. For SNAP and TCA cases, you can set this status directly from the case workbench.
The client was found ineligible for the program. For Medicaid, this maps to a DCF status of Ineligible. For SNAP and TCA, you can set it directly.
The case is no longer active. For Medicaid, this corresponds to a DCF status of Closed.

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How cases relate to clients

A single client can have multiple cases open at the same time — one per program. For example, a client may simultaneously have an active Medicaid case, a SNAP case, and an ACA case. When you view a case detail page, the left panel shows an Also Filed section listing any other cases open for the same client, so you can quickly navigate between programs without returning to the client profile. Case numbers follow the format BP-[CLIENT ID]-[PROGRAM CODE]-[CYCLE NUMBER] (for example, BP-10001-MCD-0001). Each new renewal cycle increments the cycle number and generates a new case number.
1

Open the main navigation

Select Cases from the left sidebar. The Cases board loads with a summary bar showing counts for Pending Review, In Review, Returned, Reminders Due, and Renewal Due.
2

Filter by program

Use the program dropdown to narrow the list to Medicaid, Food (SNAP), or Cash (TCA). The board defaults to Medicaid.
3

Filter by status tab

Select a tab — All, Pending Review, In Review, Enrolled, Renewal Due, Returned, or Reminder Due — to focus on a specific stage of the workflow.
4

Search

Type in the search box to find a case by client name, BP ID, BP Case number, or DCF case number. Results update as you type.
5

Open a case

Click any row in the table to open the case detail page for that case.
When viewing SNAP or TCA cases, check the Include clients who also have Medicaid checkbox to see all clients regardless of whether they also have a Medicaid case. By default, clients with an active Medicaid case are excluded from the SNAP and TCA views to reduce duplication.