NY - Glitch W/Medicaid Enrollment

I have a disabled adult child. He qualifies for Medicare somehow, due to his father passing, and receives Social Security. He has been on Medicaid and Medicare for years without issue, qualifies as a dependent, and is under 29.

Today I contacted NYS of Health due to change of income. My health insurance isn't changing, but suddenly they opened a file on him and it's making no sense. They said new policies kick in since he also has Medicare. I uploaded the completed documents and IDs, but was then told I still had to mail them or fax after they sent me via snail mail a bar code (!) and had to send me separately an authorization to check his assets. I included his court declaration showing I was his legal guardian.

I had previously given them auth to check assets for both of us, and they are saying this is a new case and have to wait for the mail. They are saying all uploaded docs don't count, as this is a new case and he will have a separate new login. They can't or won't escalate it to either help me find someone who can expedite this - either a direct contact to make sure docs are received when faxed, or at least start processing the other documents. NYS of Health has a terrible website.

My question is, who can I contact to make this transition go faster, to ensure he doesn't lose this health insurance? If they don't process in time, can they make it retroactive? How can I ensure that everything is received and processed without having to call or go online daily?