PROVIDER MANUAL 2015 Arizona California Nevada
Transcription
PROVIDER MANUAL 2015 Arizona California Nevada
PROVIDER MANUAL 2015 Arizona California Nevada Table of Contents CareMore Health Plan Table of Contents CHAPTER 1: INTRODUCTION .............................................................. 10 Welcome to the Provider Manual .......................................................................................10 CareMore Service Area .......................................................................................................10 Using This Manual ..............................................................................................................11 How to Access Information and Forms on the Provider Portal Website ................................11 Legal and Administrative Requirements ..............................................................................11 Disclaimer................................................................................................................................. 11 Third Party Websites ................................................................................................................ 12 Privacy and Security Statements ............................................................................................. 12 Confidentiality and Disclosure of Medical Information ........................................................12 Collection of Personal and Clinical Information ...................................................................... 12 Maintenance of Confidential Information ............................................................................... 13 Member Consent ..................................................................................................................... 14 Member Access to Medical Records ........................................................................................ 14 Disease Management Organizations ....................................................................................... 14 Release of Confidential Information ....................................................................................15 Archived Files/Medical Records ............................................................................................... 18 Misrouted Protected Health Information ................................................................................ 18 CHAPTER 2: IMPORTANT CONTACT INFORMATION ........................... 19 CareMore Care Centers Contact Information, Services and Programs ..................................19 Other CareMore Contact Information .................................................................................20 CHAPTER 3: MEMBER BENEFITS......................................................... 23 CareMore Health Plan Overview .........................................................................................23 Health Plan Products Description ........................................................................................25 Outpatient Ancillary Services ..............................................................................................26 Pharmacy Services ..............................................................................................................26 Overview .................................................................................................................................. 26 Formulary ................................................................................................................................. 27 Requests for Formulary Changes ............................................................................................. 27 CareMore Health Plan Provider Manual Version 1.0 Page 2 Table of Contents CareMore Health Plan Notification of FDA Recalls ....................................................................................................... 28 Preferred Diabetic Supplies ..................................................................................................... 28 Vision Services ....................................................................................................................29 CHAPTER 4: MEMBER SERVICES ......................................................... 30 Member Services ................................................................................................................30 Health Risk Assessments .....................................................................................................30 Appointment Scheduling ....................................................................................................31 Routine Podiatry Services Appointment Line .......................................................................... 31 Transportation Scheduling ....................................................................................................... 31 Translation, Interpreter and Sign Language Services ............................................................32 CHAPTER 5: MEMBER ENROLLMENT AND ELIGIBILITY ........................ 33 Member Enrollment ...........................................................................................................33 Member Eligibility ..............................................................................................................33 Eligibility Verification Process .................................................................................................. 33 Eligibility/Discrepancy .............................................................................................................. 33 Member Identification Cards ..............................................................................................34 Overview .................................................................................................................................. 34 Health Plan Identification Card ................................................................................................ 34 CHAPTER 6: CLAIMS PROCESSING ...................................................... 36 Claims Submission Guidelines .............................................................................................36 Overview .................................................................................................................................. 36 Electronic Claims ................................................................................................................36 Paper Claims.......................................................................................................................37 Paper Claims Processing .......................................................................................................... 38 CMS-1500 Form ..................................................................................................................38 Claims Processing Timelines ................................................................................................39 National Provider Identifier ................................................................................................39 Clinical Submissions Categories ...........................................................................................40 Claim Forms and Filing Limits ..............................................................................................41 Filing and Reimbursement Limits for Medi-Cal Claims .........................................................41 Other Filing Limits...............................................................................................................42 Claims Returned for Additional Information ........................................................................43 CareMore Health Plan Provider Manual Version 1.0 Page 3 Table of Contents CareMore Health Plan Common Reasons for Rejected and Returned Claims ...........................................................44 Claims and Encounter Data Inquiries ...................................................................................45 Encounter Data ........................................................................................................................ 45 Claims Status Inquires .............................................................................................................. 46 Clean Claims Payment ........................................................................................................46 Payment of Claims ................................................................................................................... 46 Electronic Remittance Advice .................................................................................................. 47 Electronic Funds Transfer ........................................................................................................ 47 Procedure for Processing Overpayments .............................................................................47 Provider Payment Disputes .................................................................................................47 Required Information for an Appeal ........................................................................................ 48 Submission of Provider Appeals ..........................................................................................48 Hold Harmless ....................................................................................................................49 Coordination of Benefits .....................................................................................................49 Claims Filed With Wrong Plan .............................................................................................50 Claims Follow-Up/Resubmissions........................................................................................50 CHAPTER 7: BILLING PROFESSIONAL AND ANCILLARY CLAIMS ............ 51 Overview ............................................................................................................................51 Anesthesia ................................................................................................................................ 52 Emergency Services ................................................................................................................. 52 E/M Coding – Consultations and Follow up Visits ................................................................52 Durable Medical Equipment ...............................................................................................53 DME Rentals ............................................................................................................................. 53 DME Purchase .......................................................................................................................... 54 DME Wheelchairs/Scooters ..................................................................................................... 54 DME Modifiers ......................................................................................................................... 54 Laboratory, Radiology and Diagnostic Services ....................................................................55 CMS-1500 Claim Form.........................................................................................................55 CMS-1500 Claim Form Fields ...............................................................................................55 CHAPTER 8: BILLING INSTITUTIONAL CLAIMS ..................................... 58 Overview ............................................................................................................................58 Institutional Inpatient Coding .............................................................................................58 CareMore Health Plan Provider Manual Version 1.0 Page 4 Table of Contents CareMore Health Plan Institutional Outpatient Coding ..........................................................................................58 Emergency Room Visits.......................................................................................................59 Recommended Fields for CMS-1450 ....................................................................................59 CHAPTER 9: UTILIZATION MANAGEMENT .......................................... 63 Utilization Management Program .......................................................................................63 Medical Review Criteria ......................................................................................................63 The Referral Process ...........................................................................................................64 Self-Referral Services ..........................................................................................................65 Service Requests .................................................................................................................65 Service Request and Service Request Form ............................................................................. 65 Services Requiring Pre-service Review .................................................................................... 65 Services That Do Not Require Pre-service Review................................................................... 66 Service Request Function ......................................................................................................... 66 Determination Definitions ....................................................................................................... 66 Medical Necessity .................................................................................................................... 68 Authorization Expiration Time Frame ...................................................................................... 68 Unauthorized Care ................................................................................................................... 68 Retrospective Review............................................................................................................... 69 Utilization Management Contact Information ........................................................................ 69 Information for Specialists Only ..........................................................................................69 Additional Services ................................................................................................................... 69 Current Procedure Terminology (CPT) Codes .......................................................................... 69 New Medical Problem.............................................................................................................. 70 Written Report to PCP ............................................................................................................. 70 Utilization Management Contact Information ........................................................................ 70 Durable Medical Equipment ...............................................................................................70 Medically Necessary Services ..............................................................................................73 Emergency Room Utilization ...............................................................................................74 Second Opinions .................................................................................................................75 UM Committee ...................................................................................................................75 CHAPTER 10: CASE MANAGEMENT .................................................... 78 Case Management ..............................................................................................................78 Overview .................................................................................................................................. 78 CareMore Health Plan Provider Manual Version 1.0 Page 5 Table of Contents CareMore Health Plan Case Management Components.............................................................................................. 78 Role of Case Managers........................................................................................................79 Case Management Interventions............................................................................................. 80 Hospitalist Program ............................................................................................................80 Communicable Disease Services..........................................................................................80 CHAPTER 11: HEALTH PROGRAMS AND EDUCATION .......................... 81 CareMore Programs & Services ...........................................................................................81 Anti-Coagulation Center .......................................................................................................... 81 Chronic Kidney Disease Care Program ..................................................................................... 81 Chronic Obstructive Pulmonary Disease Program ................................................................... 81 CareMore Care Center ............................................................................................................. 81 Congestive Heart Failure Care Program................................................................................... 81 Diabetes Management Program .............................................................................................. 82 Exercise and Strength-Training Program ................................................................................. 82 Fall Prevention Center ............................................................................................................. 82 Foot Center .............................................................................................................................. 82 Healthy Start Program ............................................................................................................. 82 Hospitalist Program.................................................................................................................. 82 Hypertension Program ............................................................................................................. 83 Physician House Call Program .................................................................................................. 83 Pre-Op Center .......................................................................................................................... 83 Touch Management Program .................................................................................................. 83 Wound Care Center ................................................................................................................. 83 Health Education ................................................................................................................84 Health Education Services ...................................................................................................84 Health Education Materials .................................................................................................85 Newsletters .............................................................................................................................. 85 CHAPTER 12: PROVIDER ROLES AND RESPONSIBILITIES ...................... 86 The Primary Care Provider (PCP) .........................................................................................86 Primary Care Provider Role .................................................................................................86 Provider Specialties ............................................................................................................87 Responsibilities of the Primary Care Provider ......................................................................87 Provider Access and Availability ..........................................................................................89 CareMore Health Plan Provider Manual Version 1.0 Page 6 Table of Contents CareMore Health Plan Member Missed Appointments...........................................................................................90 Noncompliant Members .....................................................................................................91 Primary Care Provider Transfers..........................................................................................91 Provider Disenrollment Process ..........................................................................................91 Covering Physicians ............................................................................................................91 Continuity of Care ...............................................................................................................92 Delivery of Primary Care .......................................................................................................... 93 Coordination of Services .......................................................................................................... 93 Specialty Care Providers .....................................................................................................96 Reporting Changes in Address and/or Practice Status ..........................................................96 Provider Termination Notification.......................................................................................97 Americans with Disabilities Act Requirements ....................................................................97 Disclosure of Ownership and Exclusion from Federal Health Care Programs ........................97 Health Insurance Portability and Accountability Act (HIPAA) ...............................................98 Medical Records .................................................................................................................99 Confidentiality of Information ................................................................................................. 99 Misrouted Protected Health Information ................................................................................ 99 Security................................................................................................................................... 100 Storage and Maintenance ...................................................................................................... 100 Availability of Medical Records .............................................................................................. 100 Medical Record Documentation Standards ....................................................................... 101 Clinical Practice Guidelines ............................................................................................... 102 Advance Directives ........................................................................................................... 102 Prohibited Activities ......................................................................................................... 103 Coding .............................................................................................................................. 103 Medicare Risk Adjustment ................................................................................................ 103 Concurrent Review ........................................................................................................... 103 Patient Annual Health Assessment Form (PAHAF) ............................................................ 104 Chart Reviews................................................................................................................... 104 Education and Training ..................................................................................................... 104 Healthcare Effectiveness Data Information Set (HEDIS) Requirements ............................... 104 CareMore Health Plan Provider Manual Version 1.0 Page 7 Table of Contents CareMore Health Plan CHAPTER 13: PROVIDER GRIEVANCES AND APPEALS ....................... 106 Overview .......................................................................................................................... 106 Provider Grievances Relating to the Operation of the Plan ................................................ 106 When to Expect Resolution for a Grievance or Appeal ....................................................... 107 Provider Dispute ............................................................................................................... 107 Provider Appeals: Arbitration ........................................................................................... 108 CHAPTER 14: CREDENTIALING AND RE-CREDENTIALING ................... 109 Overview .......................................................................................................................... 109 Credentialing .................................................................................................................... 109 Council for Affordable Quality Healthcare (CAQH) ............................................................. 110 Initial Credentialing .......................................................................................................... 111 Recredentialing ................................................................................................................ 112 Provider Responsibilities & Rights during Credentialing/Recredentialing ........................... 113 Provider Rights to Review Credentialing Information ........................................................ 113 Groups Delegated for Credentialing .................................................................................. 115 CHAPTER 15: MEMBER RIGHTS AND RESPONSIBILITIES .................... 116 Member Rights and Responsibilities ................................................................................. 116 CHAPTER 16: MEMBER GRIEVANCE AND APPEALS ........................... 118 Member Complaints ......................................................................................................... 118 Member Grievances: Filing a Grievance............................................................................. 118 Member Grievances: Resolution ....................................................................................... 119 Member Appeals .............................................................................................................. 119 Member Appeals: Expedited Appeals ................................................................................ 120 Member Appeals: Response to Appeals ............................................................................ 120 CHAPTER 17: MEMBER TRANSFERS AND DISENROLLMENT .............. 121 Provider-Initiated Member Disenrollment ........................................................................ 121 CHAPTER 18: FRAUD, ABUSE AND WASTE ........................................ 122 First Line of Defense against Fraud, Abuse and Waste ....................................................... 122 Examples of Provider Fraud, Abuse and Waste ..................................................................... 122 Examples of Member Fraud, Abuse and Waste .................................................................... 122 CareMore Health Plan Provider Manual Version 1.0 Page 8 Table of Contents CareMore Health Plan Reporting Provider or Recipient Fraud, Abuse or Waste .................................................... 123 Anonymous Reporting of Suspected Fraud, Abuse and Waste ............................................. 124 Investigation Process ........................................................................................................ 124 Acting on Investigative Findings ............................................................................................ 124 False Claims Act ................................................................................................................ 125 Code of Conduct ............................................................................................................... 126 CHAPTER 19: QUALITY MANAGEMENT ............................................ 127 Quality Management Program .......................................................................................... 127 Quality Management Committee ...................................................................................... 128 CHAPTER 20: CULTURAL AND LINGUISTIC SERVICES ......................... 130 Overview .......................................................................................................................... 130 24-Hour Access to Interpreter Services .............................................................................. 130 Facility Signage ....................................................................................................................... 131 Materials in Other Languages and Alternative Formats ........................................................ 131 Disability Access ............................................................................................................... 132 Cultural Competency Trainings and Resources .................................................................. 132 CareMore Health Plan Provider Manual Version 1.0 Page 9 CareMore Health Plan CHAPTER 1: INTRODUCTION Welcome to the Provider Manual Welcome to the CareMore Health Plan (CareMore) family of dedicated physicians. At CareMore, our goals are to assist you in providing unequaled care to your patients while making the practice of medicine more rewarding in terms of better patient outcomes, better practice economics and diminished practice difficulties. By furnishing the means to accomplish these ends and by helping you and your patients to access them, we are confident you will be proud to have joined us. Improvement in health care delivery has been achieved by the thoughtful implementation of added CareMore services such as our Diabetes Management Program and Anti-Coagulation Center, to name a few. These patient benefits serve as tools that enable you, to provide unparalleled patient care. Take the time to review them and you will see how the integration of these services has the effect of both reducing the stress of your professional life and improving your patients’ outcomes. CareMore Service Area The definition of a service area, as described by the Member Handbook, is the geographic area approved by the Centers for Medicare and Medicaid Services (CMS) in which a person must live to become or remain a member of CareMore. Members who temporarily (as defined by CMS as six months or less) move outside of the service area are eligible to receive emergency and urgently-needed services outside the service area. CareMore is in the following CMS-approved service area: Arizona: Maricopa County (partial county) Pima County (full county) California: Los Angeles County (partial county) Orange County (partial county) San Bernardino County (partial county) Santa Clara County (partial county) Stanislaus County (full county) Nevada: Clark County (partial county) CareMore Health Plan Provider Manual Version 1.0 Page 10 Chapter 1: Introduction CareMore Health Plan Using This Manual Designed for CareMore physicians, hospitals and ancillary Providers who are participating with CareMore. This manual is a useful reference guide for you and your office staff. We recognize that managing our Members’ health can be a complex undertaking. It requires familiarity with the rules and requirements of a system that encompasses a wide array of health care services and responsibilities. We want to help you navigate our managed health care plan to find the most reliable, responsible, timely and cost-effective ways to deliver quality health care to our Members. This manual is available to view or download on our website at providers.caremore.com. Providers may view it online, download it to their desktop or print it out from the site. If you are unable to print a copy from the website, please contact our Provider Relations team at 1-888-291-1358 (select Option 3, Option 5) to request that a printed copy be mailed to you. There are many advantages to accessing this manual at our website, including the ability to link to any section by clicking on the topic in the Table of Contents. Each section may also contain important phone numbers, as well as cross-links to other sections, our website or outside websites containing additional information. Bold type may draw attention to important information. Providers with questions about the content of this manual should contact their Regional Performance Manager or call our Provider Relations team at 1-888-291-1358 (select Option 3, Option 5). How to Access Information and Forms on the Provider Portal Website A wide array of valuable tools, information and forms are available on the secure Provider Portal page of our website. Throughout this manual, we will refer you to items located on the Provider Portal page. To access this page, please visit providers.caremore.com. If you have questions about Provider Portal access or training, please contact your Regional Performance Manager or Provider Relations at 1-888-291-1358 (select Option 3, Option 5). Legal and Administrative Requirements Disclaimer The information provided in this manual is intended to be informative and to assist Providers in navigating the various aspects of participation with CareMore programs. Unless otherwise specified in the Provider contract, the information contained in this manual is not binding upon CareMore and is subject to change. CareMore will make reasonable efforts to notify Providers of changes to the content of this manual. This manual, as part of your Provider Agreement and related Addendums, may be updated at any time and is subject to change. In the event of an inconsistency between information contained in this manual and the Agreement between you or your facility and CareMore, the Agreement shall govern. CareMore Health Plan Provider Manual Version 1.0 Page 11 Chapter 1: Introduction CareMore Health Plan In the event of a material change to the Provider manual, CareMore will make all reasonable efforts to notify you in advance of such changes through fax communications and other mailings. In such cases, the most recently-published information shall supersede all previous information and be considered the current directive. The manual is not intended to be a complete statement of all CareMore policies or procedures. Other policies and procedure, not included in this manual may be posted on our website or published in specially-targeted communications. These communications include, but are not limited to, letters, bulletins and newsletters. Throughout this manual, there are instances where information is provided as a sample or example. This information is meant to illustrate only, and is not intended to be used or relied upon in any circumstance or instance. This manual does not contain legal, tax or medical advice. Please consult other advisors for such advice. Third Party Websites The CareMore website and this manual may contain links and references to internet sites owned and maintained by third party entities. Neither CareMore nor its related affiliated companies operate or control, in any respect, any information, products or services on these third party sites. Such information, products, services and related materials are provided “as is” without warranties of any kind, either express or implied, to the fullest extent permitted under applicable laws. CareMore disclaims all warranties, express or implied, including, but not limited to, implied warranties of merchantability and fitness. CareMore does not warrant or make any representations regarding the use or results of the use of third party materials in terms of their correctness, accuracy, timeliness, reliability or otherwise. Privacy and Security Statements CareMore’s latest privacy and security statements related to the Health Insurance Portability and Accountability Act of 1996 (HIPAA) can be found on the CareMore website. To find these statements, go to www.caremore.com, scroll down to the bottom of the page and select Privacy Policy. Please be aware that when you travel from the CareMore website to another website, whether through links provided by CareMore or otherwise, you will be subject to the privacy policies (or lack thereof) of the other sites. We caution you to determine the privacy policy of such websites before providing any personal information. Confidentiality and Disclosure of Medical Information Collection of Personal and Clinical Information CareMore will collect and release all personal and clinical information related to Members in keeping with State and Federal laws, including HIPAA, court orders or subpoenas. Release of CareMore Health Plan Provider Manual Version 1.0 Page 12 Chapter 1: Introduction CareMore Health Plan records according to valid court orders or subpoenas are subject to the provisions of that court order or subpoena. The person or entity that is seeking to obtain medical information must obtain the authorization from the Member and is to use that information only for the purpose it was requested and retains it only for the duration needed. The individual physician or provider may not intentionally share, sell or otherwise use any medical information for any purpose not necessary to provide health care services to the Member. Only necessary information shall be collected and maintained. Reasons for collecting medical information may include but are not limited to: To review for medical necessity of care; To perform quality management, utilization management and credentialing/re-credentialing functions; To determine the appropriate payment under the benefit for covered services; To analyze aggregate data for benefit rating, quality improvement, chronic disease management programs, and oversight activities, etc.; and To comply with statutory and regulatory requirements. Maintenance of Confidential Information CareMore maintains confidential information as follows: Clinical information received verbally may be documented in CareMore’s database. This database includes a secured system restricting access to only those with authorized entry. Computers are protected by a password known only to the computer user assigned to that computer. Computers with any computer screen displaying Member or Provider information shall not be left on and unattended. Electronic, facsimile, or written clinical information received is secured, with limited access to employees to facilitate appropriate Member care and reimbursement for such care. No confidential information or documents is left unattended (i.e. open carts, bins or trays at any time). Hard copies of all documents are not visible at any workstation during the employee’s breaks, lunch or time spent away from desks. Written clinical information is stamped “Confidential,” with a warning that its release is subject to State and Federal law. Confidential information is stored in a secure area with access limited to specified employees, and medical information is disposed of in a manner that maintains confidentiality (i.e. paper shredding and destroying of recycle bin materials). Any confidential information used in reporting to other departments or to conduct training activities, which may include unauthorized staff, will be “sanitized” (i.e., all identifying information blacked out), to prevent the disclosure of confidential medical information. CareMore Health Plan Provider Manual Version 1.0 Page 13 Chapter 1: Introduction CareMore Health Plan Any records related to quality of care, unexpected incidence investigations, or other peer review matters are privileged communications under California Health & Safety Code section 1370 and California Evidence Code section 1157. As such, these records are maintained as confidential. All such written information is stamped “Confidential”, with a warning that its release is subject to state and federal law. Information is maintained in locked files. Member Consent Member authorization is not required for treatment, payment and healthcare operations. Direct treatment relationships (i.e., the provision and/or coordination of health care by providers) require Member consent. When a member is enrolled in more than one Managed Care Organization (MCO) (i.e., employer group and Medicare or Medicare and Medical) all such MCOs are not considered third parties for the purposes of sharing information. To ensure continuity and coordination of care, individual, identifiable health personal information pertaining to Members’ health and health care may be released, to the extent allowed under California and Federal law, without the prior consent of the beneficiary, to any other MCO. Member Access to Medical Records Members may access their medical records upon proper request. Upon reviewed and approved requests to CareMore’s compliance office, the Member may provide a written amendment to their records if they believe that the records are incomplete or inaccurate. No written request is required for information/documents to which a Member would normally have access, such as copies of claims, etc. CareMore substantiates the identity of the individual Member (i.e., subscriber number, date of service, etc.) before releasing any information. A written request signed by a Member or the Member’s authorized representative is required to release medical records. An initial “consent to treat” may be signed at the point of entry into services prior to the provision of those services, but does not allow records to be released for any reasons other than those delineated in that original consent (i.e., payment and specialty referral authorization processes) CareMore will assist the Member who has difficulty obtaining requested medical records. Disease Management Organizations CareMore and its contractors/vendors that administer disease management programs for conditions such as asthma, diabetes, chronic obstructive pulmonary disease and cardiovascular disease are prohibited from disclosing a Member’s medical information without physician authorization, except as expressly permitted by law. Disease management organizations are restrained from soliciting or offering for sale any products or services to a health plan Member while providing disease management services unless, as specified, he or she elects to receive such information. CareMore staff may contact the Member as needed with information regarding the disease management program(s). CareMore Health Plan Provider Manual Version 1.0 Page 14 Chapter 1: Introduction CareMore Health Plan Release of confidential member information to disease management organizations may be given for the purpose of providing disease management services, without the authorization of the treating physician, as long as the following is done: The disease management organization otherwise maintains the information as confidential as required by law. The disease management organization does not attempt to sell its services to members. Notice of the disease management program (description of the disease management services) must be given to the treating physician for members whom information will be provided to the disease management organization. The disease management organization obtains the treating physician’s authorization prior to providing home health care services or prior to the dispensing, administering or prescribing of medication. Release of Confidential Information Members Consent to Medical Treatment Incompetent members include: A Member/conservatee who has been declared incompetent to consent to treatment by a court; A Member/conservatee who has not been declared incompetent to consent to treatment, but whom the treating physician determines lacks the capacity to consent; A Member who is not capable of understanding the nature and effect of the proposed treatment, and/or CareMore will consult with legal counsel, as appropriate. The Durable Power of Attorney or Letters of Conservatorship may need to be reviewed by legal counsel to determine who may consent to the release of Member information. Release to Employers CareMore and its contracted/delegated medical groups/IPAs do not share Member-identifiable information with any employer without the Member’s written authorization. The member must identify himself/herself by providing key information such as: subscriber number, provider name and date of service, etc. Detailed claims reports will be encrypted or all individually identifiable information blanked out. Requests for reports for individual information may be forwarded to legal counsel for review to ensure employers protect the data from internal disclosure for any use that would affect the individual in compliance with Health and Safety Code Section 1374.8. CareMore Health Plan Provider Manual Version 1.0 Page 15 Chapter 1: Introduction CareMore Health Plan Release to Providers Provider requests may be honored if the request pertains to that provider’s services. All other requests require the Member’s or Member representative’s signed release for the information. Electronic, facsimile, or written clinical information sent is secured with limited access to those employees who are facilitating appropriate patient care and reimbursement for such care. Release to Disease Management Organizations Release of confidential Member information to disease management organizations may be given for the purpose of providing disease management services, without the authorization of the treating physician, as long as the following is done: The disease management organization maintains the information as confidential as required by law. The disease management organization does not attempt to sell its services to members. Notice of the disease management program (description of the disease management services) is given to the treating physician for members whom information will be provided to the disease management organization. The disease management organization obtains the treating physician’s authorization prior to providing home health care services or prior to the dispensing, administering or prescribing of medication. All other requests require the treating physician’s authorization for release of Member information to a disease management organization for provision of disease management services. Electronic, facsimile, or written clinical information sent is secured with limited access to those employees who are facilitating appropriate Patient care and reimbursement for such care. Release of Outpatient Psychotherapy Records Anyone requesting Member outpatient psychotherapy records must submit a written request, except when the patient has signed a written letter or form waiving notification to the Member and treating provider. The request must be sent to the Member within 30 days of the receipt of the records except when the Member has signed a written letter or form waiving notification. The written request must be signed by the requestor and must identify: What information is requested, The purpose of the request, and The length of time the information will be kept. A person or entity may extend the timeframe, provided that the person or entity notifies the practitioner of the extension. Any notification of the extension will include: o The specific reason for the extension, o The intended use or uses of the information during the extended time, and CareMore Health Plan Provider Manual Version 1.0 Page 16 Chapter 1: Introduction CareMore Health Plan o The expected date of the destruction of the information. The request will include a statement that: The information will not be used for any purpose other than its intended use, and That the requestor will destroy the information when it is no longer needed (including how the documents will be destroyed). The request must specifically include the following: Statement that the information will not be used for any purpose other than its intended use; Statement that the person or entity requesting the information will destroy the information when it is no longer needed; Specifics on how the information will be destroyed, or specify that the person or entity will return the information and all copies of it before or immediately after the length of time indicated in the request; and Specific criteria and process for confidentially fazing and copying outpatient psychotherapy records. Release of Records Pursuant to a Subpoena Member information will only be released in compliance with a subpoena duces tecum by an authorized designee in Administration as follows: The subpoena is to be accepted, dated and timed, by the above person or designee. The subpoena should give CareMore at least 20 days from the date the subpoena is issued to allow a reasonable time for the Member to object to the subpoena and/or preparation and travel to the designated stated location. All subpoenas must be accompanied by either a written authorization for the release of medical records or a “proof of service” demonstrating the Member has been “served” with a copy of the subpoena. Alcohol or substance abuse records are protected by both Federal and State law (42 USC §290dd-2;42C, CR§§2.1 et. seq.; and Health and Safety Code §1182 and §11977), and may not be released unless there is also a court order for release which complies with the specific requirements. Only the requested information will be submitted, (HIV and AIDS information is excluded). HIV and AIDS or AIDS related information require a specific subpoena (Health & Safety Code §120980). Should a notice contesting the subpoena be received prior to the required date, records will not be released without a court order requiring so. If no notice is received, records will be released at the end of the 20 day period. The record will be sent through the US Postal Service by registered receipt or certified mail. CareMore Health Plan Provider Manual Version 1.0 Page 17 Chapter 1: Introduction CareMore Health Plan Archived Files/Medical Records All medical records are retained by CareMore and/or the delegated/contracted medical groups as well as individual practitioner offices, according to the following criteria: Adult patient charts – 10 years X-Rays – 10 years Misrouted Protected Health Information Providers and facilities are required to review all Member information received from CareMore Health Plan to ensure no misrouted protected health information (PHI) is included. Misrouted PHI includes information about Members that a Provider or facility is not treating. PHI can be misrouted to Providers and facilities by mail, fax, email, or electronic remittance advice. Providers and facilities are required to destroy immediately any misrouted PHI or safeguard the PHI for as long as it is retained. In no event are Providers or facilities permitted to misuse or redisclose misrouted PHI. If Providers or facilities cannot destroy or safeguard misrouted PHI, please contact Provider Relations at 1-888-291-1358 (Select Option3, Option 5). CareMore Health Plan Provider Manual Version 1.0 Page 18 CareMore Health Plan CHAPTER 2: IMPORTANT CONTACT INFORMATION CareMore Care Centers Contact Information, Services and Programs CareMore Care Centers are an integral part of our care model and offer various services and specialized programs for our Members that are not usually available or covered by other medical groups or health plans. Please refer to Chapter 11: Health Programs and Education for an overview of services and programs CareMore has available. A list of the programs and services can be found below. Please contact your local CareMore Care Center to find out which services and programs are offered there or reference a current list of CareMore Care Centers and their services and programs available on our portal under the User Manual/Form section. CareMore Programs and Services Anti-coagulation Clinic End Stage Renal Disease Program Back Pain Program Fall Prevention Center Brain Health Healthy Journey Cardiology Healthy Start Cardiac Imaging Center Hypertension Clinic Congestive Health Failure Care Program Nutrition Counseling Chronic Kidney Disease Program Pre-Op Clinic Chronic Obstructive Pulmonary Disease Program Pulmonology Dermatology Smoking Cessation Diabetes Management Program Touch Management Program Wound Care CareMore Health Plan Provider Manual Version 1.0 Page 19 CareMore Health Plan Other CareMore Contact Information Name and Address Phone/Fax Hours of Operation and Website Info CareMore Health Plan 12900 Park Plaza Drive, # 150 Cerritos, CA 90703 Ph: 1-888-291-1358 8 a.m. – 6 p.m. Monday through Friday Provider Relations Ph: 1-888-291-1358 (Select Option3, Option 5) www.caremore.com 8 a.m. – 6 p.m. Monday through Friday Ph: 1-562-622-2950 Fax: 1-562-977-6141 Member Services Ph: 1-800-499-2793 Fax: 1-562-741-4406 TTY 711 8 a.m. – 8 p.m. Monday through Friday (except Holidays) Member Eligibility Ph: 1-888-291-1358 (Option 3, Option 1) Fax: 1-562-741-4412 5 a.m. – 5 p.m. Monday through Friday Coding Department MS - 6100 12900 Park Plaza Drive, Suite 150 Cerritos, CA 90703 Ph: 1-888-649-5899 8 a.m. - 5 p.m. Case Management Ph: 1-888-291-1385 Monday through Friday Fax: 1 562-207-3657 24 hours a day, 7 days a week After hours Case Manager: Nights and Weekends: Ph: Claims/ Encounter Data CareMore Health Plan Attn. Claims Dept MS-6110 P.O. Box 366 Artesia, CA 90702 CareMore Health Plan Provider Manual 1-888-291-1384 Ph: 1-800-300-7011 8 a.m. – 5 p.m. Monday through Friday Version 1.0 Page 20 CareMore Health Plan Name and Address Phone/Fax Hours of Operation and Website Info Electronic Claims Submission Ph: 1-866-575-4120 24 hours a day, 7 days a week Fax 1-360-896-2151 www.officeally.com Fraud Hotline Ph: 1-877-725-2702 24 hours a day, 7 days a week Hospitalist Ph: 1-800-613-9374 24 hours a day, 7 days a week (Option 1, Option 1) Sales Managers Ph: 1-562-207-3614 Nelly De Risio 8 a.m.-5 p.m. Monday through Friday Ph: 1-562-207-3643 John Ramirez Pharmacy Department CareMore Health Plan MS-175 12900 Park Plaza Drive #150 Cerritos, CA 90703 *For compounded nebulized Ph: 1-800-965-1235 7 a.m. -5 p.m. Monday through Friday Fax: 1-800-589-3149 medications vendor, please reference the forms under the Portal Telesales West Ph: 1-877-211-6614 5 a.m. to 8 p.m. Monday through Friday Transportation Ph: 1-877-211-6687 7 a.m. - 6 p.m. Monday through Friday Fax: 1-562-741-4406 TTY: 711 Vision Services: Arizona and Nevada: Block View/Eye Specialists Ph: Block View/Eye Specialists 1-888-273-2121 California: UniView Vision Insight Ph: UniView Vision Insight 1-855-592-2895 Utilization Management Ph: 1-888-291-1358 (Option 3,3,2) Monday through Friday 5 a.m. - 5 p.m. Monday through Friday Fax: 1-888-371-3206 TTY: 1-800-577-5586 CareMore Health Plan Provider Manual Version 1.0 Page 21 CareMore Health Plan Name and Address Phone/Fax Hours of Operation and Website Info Emdeon Ph: 1-866-506-2830 8 a.m. - 5 p.m. Monday through Friday www.emdeon.com Disease Management Programs Ph: 1-800-589-3148 After Hours Line with Nurse Practitioner 5 p.m. to 8 p.m. Monday through Friday 8 a.m. - 5 p.m. Saturday - Sunday Telehealth Wireless Monitoring Program Ph: 1-844-256-0022 24 hours a day, 7 days a week Regional Performance Managers (RPMs) are assigned to specific CareMore Neighborhoods. Your Regional Performance Manager can help you with the following: Orientation to CareMore and unique CareMore Model Questions about CareMore Care Center programs and services Contract questions Individual Patient Quick View Training Individual Online Provider Portal Training Please contact our Provider Relations Department for your Regional Performance Manager contact information at 1-888-291-1358 (Select Option3, Option 5). CareMore Health Plan Provider Manual Version 1.0 Page 22 CareMore Health Plan CHAPTER 3: MEMBER BENEFITS CareMore Health Plan Overview CareMore Health Plan provides comprehensive, coordinated medical services to members on a prepaid basis through an established provider network. HMO members must choose a Personal Physician (or PCP) and have all care coordinated through this physician provider. Medicare Advantage plans are regulated by the Centers for Medicare and Medicaid Services (CMS), the same federal agency that administers Medicare. CareMore Health Plan HMO Products Medicare Advantage Prescription Drug Plan (MAPD) CareMore Value Plus CareMore StartSmart Plus Special Needs Plan – Chronic Conditions (C-SNP) CareMore Reliance (Diabetes) CareMore Diabetes (Diabetes) CareMore Breathe (Lung disorders) CareMore ESRD (End-stage renal disease) CareMore Heart (Cardiovascular conditions: CHF, CAD, PVD) Special Needs Plan – Dual-Eligible (D-SNP) CareMore Connect Special Needs Plan – Institutional (I-SNP) CareMore Touch Health Plan Products by Service Area Arizona – Maricopa County CareMore Value Plus CareMore StartSmart Plus CareMore Diabetes CareMore Breathe CareMore Heart Arizona – Pima County CareMore Value Plus CareMore StartSmart Plus CareMore Diabetes CareMore Breathe CareMore Health Plan Provider Manual Version 1.0 Page 23 CareMore Health Plan CareMore Heart CareMore Touch California – Los Angeles & Orange County CareMore Value Plus CareMore StartSmart Plus CareMore Reliance CareMore Breathe CareMore ESRD CareMore Heart CareMore Connect – (LA County Only) CareMore Touch California - San Bernardino County CareMore Value Plus CareMore StartSmart Plus CareMore Reliance CareMore Breathe CareMore ESRD CareMore Heart California - Santa Clara County CareMore Value Plus CareMore StartSmart Plus CareMore Diabetes CareMore Breathe CareMore Heart CareMore Connect California - Stanislaus County CareMore Value Plus CareMore StartSmart Plus CareMore Diabetes CareMore Breathe CareMore Heart CareMore Flex CareMore Retiree Nevada – Clark County CareMore Value Plus CareMore StartSmart Plus CareMore Diabetes CareMore Breathe CareMore Heart CareMore Health Plan Provider Manual Version 1.0 Page 24 CareMore Health Plan Health Plan Products Description CareMore Value Plus CareMore Value Plus is available to all Medicare-eligible beneficiaries. It's a plan that serves the health care needs of seniors as they age and helps them through the process by providing extraordinary care and attention. We deliver a full spectrum of care and an abundance of attention, along with innovative programs designed around the growing needs of Medicare beneficiaries. CareMore StartSmart Plus CareMore StartSmart Plus is designed to make health care simple and save members money at the same time. This Medicare Advantage Prescription Drug Plan features a monthly Medicare Part B premium reduction in some markets. StartSmart Plus is very attractive to active seniors who do not have chronic health conditions. CareMore Reliance & CareMore Diabetes CareMore understands that life can be very challenging for patients who live with chronic illnesses. Our Reliance and Diabetes plans are specifically structured for individuals with Diabetes. Each plan includes health management programs and benefits to stabilize health such as, diabetes education, nutritional training, diabetic supplies and wound care, routine and medical podiatry care. By providing an exceptional level of care and attention for their specific condition, the CareMore Reliance / CareMore Diabetes product helps improve members’ lifestyle, outlook, and attitude while empowering members to take a proactive approach to their overall well being. CareMore Breathe CareMore Breathe is a Special Needs Plan designed exclusively for the needs of Medicare beneficiaries who have chronic Lung Disorders, such as Chronic Obstructive Pulmonary Disease (COPD), Asthma, Chronic Bronchitis, Emphysema, Pulmonary Fibrosis, and Pulmonary Hypertension. CareMore ESRD CareMore ESRD is a Special Needs Plan designed exclusively for seniors who have been diagnosed with end-stage renal disease requiring dialysis (any mode of dialysis). CareMore Heart CareMore Heart is a Special Needs Plan designed exclusively seniors who have been diagnosed with cardiovascular conditions, such as Congestive Heart Failure (CHF), Coronary Artery Disease (CAD), Peripheral Vascular Disease (PVD); Cardiovascular disorders limited to: Cardiac Arrhythmias, Coronary Artery Disease, Peripheral Vascular Disease, Chronic venous thromboembolic disorder and Chronic Heart Failure. CareMore Health Plan Provider Manual Version 1.0 Page 25 CareMore Health Plan CareMore Connect CareMore Connect was created for seniors who are eligible for both Medicare and Medicaid. As the plan name suggests, it "connects" beneficiaries with services covered under State-funded and Federally-funded programs. Members must be eligible for Medicare and Medicaid to enroll in the CareMore Connect Plan. CareMore Touch CareMore Touch is for Medicare beneficiaries living in a nursing home or assisted living facility/community offering on site primary and preventive care as well as special medical and social needs of patients and their families. CareMore Touch is currently being offered in Los Angeles and Orange Counties in California and Pima County in Arizona. CareMore Flex CareMore Flex is a Medicare Advantage plan that is available to all Medicare eligible beneficiaries residing in Stanislaus County. It includes all of the benefits of Original Medicare and includes prescription coverage and other ancillary benefits. It’s a plan that includes exclusive access to a neighborhood CareMore Care Center and innovative clinical programs. CareMore Retiree CareMore Retiree is a plan with custom benefits designed for Employer Group Waiver Plans (EGWP). Outpatient Ancillary Services All laboratory, radiology, therapy*, DME and medical soft goods services must be performed at a contracted facility. *Therapy services include physical therapy, occupational therapy and speech therapy. Co-pay Guidance for Outpatient Services Please refer to the appropriate Evidence of Coverage (EOC) document for information regarding applicable co-pays for outpatient services. This information is available at www.caremore.com. Pharmacy Services Overview Our pharmacy benefit provides coverage for medically necessary medications from licensed prescribers for the purpose of saving lives in emergency situations, during short-term illness, sustaining life in chronic illness, or limiting the need for hospitalization. Members have access to most national pharmacy chains and many independent retail pharmacies. Monthly Limits All prescriptions are limited to a maximum 30-day supply per fill. For Long Term Care prescriptions are limited to a maximum of 31-day supply per fill. CareMore Health Plan Provider Manual Version 1.0 Page 26 CareMore Health Plan Formulary CareMore’s formulary for our members has been reviewed and approved by CMS as well as our Pharmacy and Therapeutics Committee. The formulary consists of generic and brand Medicare covered medications that may be prescribed for CareMore Members. As noted in the formulary, some of these medications may require a prior authorization. Throughout the year, there may be additions and deletions to the CareMore formulary. Your office will be notified when these changes take place. Requests for Formulary Changes Providers are encouraged to submit requests for formulary changes if you feel that a drug is not covered but is needed for a particular reason. To request these formulary changes, please submit the following information in writing to the Pharmacy Department address listed in Chapter 2: Other CareMore Contact Information: Name of Drug Drug Class Dosage (if more than one available, cite the one you are requesting) Justification for your request Your Name Your Contact Number Medical Group affiliation, if appropriate Our Pharmacy and Therapeutics Committee will review your request and the pharmacy department will notify you of the results. Prior Authorization/ Exception Requests Prior authorization/Exception Requests are used for formulary drugs that require a Prior Authorization or to request non-formulary drug coverage. National Pharmaceutical Services (NPS) serves as the Pharmacy Benefit Manager to review the drug requests. Please fully complete and sign the Prior Authorization form available on the CareMore On-Line Provider Portal to include the 1) diagnosis; 2) previously tried and failed formulary medications; and 3) why other formulary options are not acceptable or would be less effective or harmful to the patient’s medical condition. CareMore Health Plan Provider Manual Version 1.0 Page 27 CareMore Health Plan Notification of FDA Recalls CareMore Health Plan will notify you and any affected Members of any Food and Drug Administration recalls that may impact Members. Preferred Diabetic Supplies The following are CareMore’s preferred diabetic supplies: Freestyle monitors (Lite, Freedom, Insulinx) Freestyle lancets and test strips Precision XTRA monitors and test strips CareMore Health Plan covers 100 test strips and lancets per month (for testing three times a day). Prior authorization is necessary for Members who require more than 100 items per month of supplies. Scripts Provider Newsletter Scripts is a newsletter directed to all our providers. The newsletter contains updates on brand and generic drugs, formulary changes, and pertinent clinical articles. If you have any suggestions or comments related to our newsletter, please call 800-965-1235. Part B Medication Rx Copay Calculations CareMore’s authorizations does not include the member’s cost sharing for Medicare Part B drugs. We will continue to provide the coinsurance so that your office staff may calculate the copay dollar amount to collect. If you are accustomed to serving Medicare Fee-For-Service patients, your office staff may be familiar with determining a patient’s cost sharing responsibility. To assist in the calculation, please visit the following links: http://www.cms.gov/Medicare/Medicare-Fee-for-Service-Part-BDrugs/McrPartBDrugAvgSalesPrice/2015ASPFiles.html OR www.cms.gov and enter keyword search "2015 ASP Drug Pricing Files. If you need assistance in understanding how to calculate the copayment for Medicare Part B Medication Rx, please contact Provider Relations at (562) 622-2950 or (888) 291-1358 (Select Option 3, then Option 5), Monday – Friday, 8am – 5pm (PST). CareMore Health Plan Provider Manual Version 1.0 Page 28 CareMore Health Plan Vision Services Vision benefits are offered to all CareMore Members through our contracted vision vendor. For vision vendor contact information specific in to your state, please reference the CareMore Contact Information available on CareMore’s online Provider Portal at providers.caremore.com. Arizona: Block Vision/Eye Specialists California: UniView Vision Insight Nevada: Block Vision/Nevada Eye Specialists CareMore Health Plan Provider Manual Version 1.0 Page 29 CareMore Health Plan CHAPTER 4: MEMBER SERVICES Member Services The CareMore Health Plan (CareMore) Member Services Department is designed to assist Members with all of our value-added services and health plan benefit coordination. The department’s friendly, knowledgeable and bilingual representatives are available to answer Member questions regarding, but not limited to General benefits Assigned physician Hospital information Pharmacy locations Status of referrals and authorizations Network Providers Billing questions Hospital Coverage and Locations Prescription Drug Coverage Grievances and Appeals process ID card replacements Please refer to CareMore Contact Information (Chapter 2) for phone number and hours of operation. Health Risk Assessments Within 60 days of enrollment in CareMore, Members are encouraged to come into a CareMore Care Center to receive an initial “Healthy Start” health risk assessment (HRA). For those enrolled in a SNP plan, they will then receive a “Healthy Journey” HRA on an annual basis thereafter. These face-to-face assessments include: A complete medical history A head-to-toe physical examination An assessment of health behaviors On-site lab testing with a complete metabolic panel, additional tests may include A1C, PT/INR, random urine microalbumin, if needed Depression Screening to identify Members requiring treatment for depression. Mini-Cognitive or Mini-Mental State Exam (MMSE) to identify if the Member suffers from dementia. CareMore Health Plan Provider Manual Version 1.0 Page 30 CareMore Health Plan Community Assessment Risk Screening (CARS) to identify those Members at an increased risk of hospitalization. A fall risk screen to identify Members at risk of falling. Pain assessment screening to identify if the Member requires additional treatment. Functional screening to identify the Member’s ability to perform daily activities, such as bathing, dressing and preparing meals. These HRAs are fundamental to understanding and improving our Members’ health status, access to care, health outcomes and utilization. Information gained in the HRA process is used by the Interdisciplinary Team (ICT), which includes the Member and family Member(s) when appropriate, to develop the Member’s plan of care. Appointment Scheduling Routine Podiatry Services Appointment Line Most plans will include routine podiatry as part of their benefit package. Members within those plans may self-refer to the CareMore Foot Centers for routine foot care, such as toenail clipping and callus removal. To schedule an appointment for routine foot care, Members or the physician office staff may call the nearest Foot Center-equipped CareMore Care Center. For a list of the CareMore Care Centers, their contact information and the services offered at each location, please refer to CareMore’s online Provider Portal at providers.caremore.com Transportation Scheduling The Member Services Department coordinates the transportation benefit for Members. The transportation benefit does not apply to medical transportation services such as ambulance service, pharmacy, dental appointments, Member Services/Sales Events, or to pick up medical records to take to another doctor’s office. Transportation services must be scheduled one business day in advance of a Member’s medical appointment and may only be used to travel to and from scheduled medical appointments at CareMore approved locations. Transportation is available for members who are ambulatory or use standard-sized wheelchairs, and do not have any limiting medical condition that would restrict them from normal means of public transportation. Each member is allowed one escort. All escorts must be 17 years or older. Transportation must be coordinated through CareMore. Members must notify CareMore of any cancellation one business day prior to the scheduled trip. Same-day cancellations may count as a one-way trip taken toward their annual transportation benefit limit. In order to receive covered transportation services, Members must be able to use standard means of transportation, such as buses, vans, or taxicabs, and must be able to ride with others. Our drivers are scheduled to meet Members 30 to 60 minutes prior to their appointment time. When the Member is ready to return home, the Provider’s office staff will call CareMore Health CareMore Health Plan Provider Manual Version 1.0 Page 31 CareMore Health Plan Plan so that a ride may be arranged. Standard wait time for pick-up upon completion of Member’s medical appointment is approximately 60 minutes. Transportation may be scheduled by the Member or by the Provider’s office. To schedule transportation or to contact us for more information, p lease refer to CareMore Contact Information (Chapter 2) for phone number and hours of operation. Translation, Interpreter and Sign Language Services CareMore recognizes that some Members may experience communication barriers when accessing benefits and services. We do the following to help remove those barriers: Ensure Members with limited English proficiency (LEP)have meaningful access to services Make available (upon request) written Member materials in Braille, large print, audio and in languages other than English. Provide Member materials written at the appropriate reading and/or grade level Provide interpreter services to communicate with LEP Members Call Member Services at the numbers listed at the beginning of this chapter to access translation services for more than 150 languages. CareMore has contracted with several language services companies to assist both Members and Providers in those instances where interpreter services, including American Sign Language, are needed to ensure adequate health care communication. These interpreter services, which include over-the-phone and face-to-face interpreters, are available at no cost to both Provider and Member. Providers must notify Members of the availability of interpreter services and strongly discourage the use of friends and family, particularly minors, to act as interpreters. It is important that you or your office staff document the Member’s language, any refusal of interpreter services, and requests to use a family Member or friend as an interpreter in the Member’s medical record. When Language Services or Sign Language Services are required by the Member at their assigned Primary Care Physician or Specialist office, the office must contact the Member Services. Please refer to CareMore Contact Information (Chapter 2) for phone number and hours of operation. CareMore Health Plan Provider Manual Version 1.0 Page 32 CareMore Health Plan CHAPTER 5: MEMBER ENROLLMENT AND ELIGIBILITY Member Enrollment CareMore Health Plan’s benefit plans are open to all Medicare beneficiaries, including those under age 65 who are entitled to Medicare on the basis of Social Security disability benefits, who meet all of the applicable eligibility requirements for membership, have voluntarily elected to enroll, have paid any premiums required for initial enrollment to be valid, and whose enrollment in CareMore Health Plan has been confirmed by the Centers for Medicare and Medicaid Services (CMS). Member Eligibility Eligibility Verification Process All primary care physicians (PCPs), specialists, ancillary providers, and facilities must verify eligibility prior to rendering services to Members. Providers may verify a Member’s eligibility by logging onto CareMore’s online Provider Portal or by calling CareMore’s Eligibility Department. Please refer to the CareMore Contact Information (Chapter 2) for phone numbers and hours of operation. On-Line: Providers who have been trained on CareMore’s On-Line Provider Portal may verify a Member’s eligibility by using this site: providers.caremore.com. For additional information regarding the Provider Portal please contact Provider Relations at 1-888-291-1358 (Select Option 3, then Option 5). By telephone: When contacting the Eligibility Department to verify a Member’s eligibility, please be prepared to give the following information: Member’s name Member’s date of birth Member's ID number Eligibility/Discrepancy In the event that eligibility and/or your capitation report are not accurate, please contact the Eligibility Department or investigation and resolution. Please include: Member’s Name ID Number Date of Birth Primary Care Provider Explanation of discrepancies to include the months in question. CareMore Health Plan Provider Manual Version 1.0 Page 33 CareMore Health Plan In cases where members change PCP assignment on or around the 15th of the month retroactively, members may be omitted from the eligibility webpage or capitation report for that particular PCP. The retroactivity will appear on the following month’s eligibility/capitation reports. The Capitation Department will work with your Regional Performance Manager on any capitation related issues Medicare has specific rules in place for Hospice and although the member is still technically assigned to CareMore, all payments for medical services related to their condition are handled thru Hospice. CareMore will not issue Capitation payment on members who have elected Hospice. Please contact Eligibility if one or more of the following discrepancies occur: The patient is eligible with the health plan but is not listed on the eligibility webpage; The patient is not eligible with the health plan but is listed on the eligibility webpage; The PCP assignment is not accurate; The patient is listed on the eligibility webpage but is not listed on the capitation report; The identification information on the eligibility webpage is not accurate. Once the Eligibility Department is contacted and made aware of the discrepancy, the Eligibility staff conducts its internal investigation of the discrepancy and submits a response and corrective action plan to the Provider within two (2) business days. You may contact the Eligibility Department directly to check on the status of your discrepancy or if you require additional information. The Eligibility Department may be reached at 1-888-291-1358 (Option 3, Option 1) or you may contact your Regional Performance Manager. Member Identification Cards Overview Primary care physicians, specialists, ancillary providers, and facilities are responsible for verifying each Member’s eligibility prior to rendering services, unless it is an emergency. All Members have a health plan identification card, which must be presented each time services are requested. Health Plan Identification Card The Health Plan Identification Card should contain, but not be limited to, the following information: Health Plan Member Name/Subscriber Name* Member Health Plan Identification Number Effective Date Primary Care Physician - name and phone number CareMore Health Plan Provider Manual Version 1.0 Page 34 CareMore Health Plan Pharmacy Information, including Pharmacy Benefit Manager (PBM) help desk and phone number, PCN ID, BIN#, Group#, Pharmacy ID and person code Member Services - toll-free number Copayments for PCP office visit, Specialist Office Visit, Emergency Room and Urgent Care *For some service areas, the card may also include the name and phone number of the assigned Ophthalmology Provider. For more information, contact Provider Relations. Please refer to CareMore Contact Information (Chapter 2) for phone number and hours of operation. MEMBER IDENTIFICATION CARD SAMPLE CareMore Health Plan Provider Manual Version 1.0 Page 35 CareMore Health Plan CHAPTER 6: CLAIMS PROCESSING Claims Submission Guidelines Overview Having a fast and accurate system for processing claims allows Providers to manage their practices, and our Members’ care, more efficiently. With that in mind, CareMore Health Plan (CareMore) has made claims processing as streamlined as possible. The following guidelines should be shared with your office staff, billing service and electronic data processing agents, if you use them. Submit “clean” claims, making sure that the right information is on the right form. Submit claims as soon as possible after providing service. Submit claims within the contract filing time limit. All claims information must be accurate, complete, and truthful based upon the Provider’s best knowledge, information and belief. Electronic Claims We encourage the submission of claims electronically through Office Ally™. All Providers must submit claims within the timeframes listed in their agreement or contract with CareMore. The advantages of electronic claims submission are as follows: Facilitates timely claims adjudication Acknowledges receipt and rejection notification of claims electronically Improves claims tracking Improves claims status reporting Reduces adjudication turnaround Eliminates paper Improves cost-effectiveness Allows for automatic adjudication of claims For electronic submission, please refer to CareMore Contact Information (Chapter 2) for phone number and hours of operation. CareMore Health Plan Provider Manual Version 1.0 Page 36 CareMore Health Plan Paper Claims Paper claims are scanned for clean and clear data recording. To get the best results, paper claims must be legible and submitted in the proper format. Follow these requirements to speed processing and prevent delays: Use the correct form and be sure the form meets Centers for Medicare and Medicaid Services standards. Use black or blue ink (do not use red ink, as the scanner may not be able to read it). Use the “Remarks” field for messages. Do not stamp or write over boxes on the claim form. Send the original claim form to CareMore, and retain a copy for your records. Separate each individual claim form. Do NOT staple original claims together; CareMore will consider the second claim as an attachment and not an original claim to be processed separately. Remove all perforated sides from the form; leave a ¼-inch border on the left and right side of the form after removing perforated sides. This helps our scanning vendor scan accurately. Type information within the designated field. Be sure the type falls completely within the text space and is properly aligned. Don't highlight any fields on the claim forms or attachments; doing so makes it more difficult to create a clear electronic copy when scanned. If using a dot matrix printer, do not use “draft mode” since the characters generally do not have enough distinction and clarity for the optical scanner to read accurately. If you submit paper claims, you must include the following Provider information: Provider name Rendering Provider Group or Billing Provider Federal Provider Tax Identification Number (TIN) The CareMore Health Plan Payer Identification Number National Provider Identifier (NPI) Medicare number Please Note: Some claims may require additional attachments. Be sure to include all supporting documentation when submitting your claim. Claims with attachments should be submitted on paper. Mail paper claims to: CareMore Health Plan Attn: Claims Department P.O. Box 366 Artesia, CA 90702 CareMore Health Plan Provider Manual Version 1.0 Page 37 CareMore Health Plan Paper Claims Processing All submitted paper claims are assigned a unique document control number (DCN). The DCN identifies and tracks claims as they move through the claims processing system. This number contains the Julian date, which indicates the date the claim was received. Claims entering the system are processed on a line-by-line basis except for inpatient claims, which are processed on a whole-claim basis. Each claim is subjected to a comprehensive series of checkpoints called “edits.” These edits verify and validate all claim information to determine if the claim should be paid, denied or pended for manual review. The Provider is responsible for all claims submitted with the Provider number, regardless of who completed the claim. If you use a billing service you must help ensure that your claims are submitted properly. Please note: We cannot accept claims with alterations to billing information. Claims that have been altered will be returned with an explanation for the return. We will not accept claims from those providers who submit entirely handwritten claims. CMS-1500 Form Professional claims must be submitted on a CMS-1500 (version 08/05) form. If you are submitting through OfficeAlly, as of April 1, 2014 the CMS-1500 (version 02/12) form must be used. Doing so will expedite processing of your claim. Incomplete claims and/or illegible claims will be returned. Claims must be itemized to include CPT codes with modifiers and correlating ICD-9 codes. Billed services may be denied for correction of coding. Upon the anticipated transition deadline / effective date, ICD-10 codes must be used and must be billed on the CMS1500 (version 02/12) form as mandated by the Centers for Medicare & Medicaid Services (CMS). To expedite the processing of claims, it is important to include the following information: Member Name Enrollee ID Number Physician’s Name ICD-9 Code(s) Date of Service CPT Code(s) Charge Place of Service Authorization Number, when applicable Copies of reports when billing by report procedures Copies of operative/pathology/consultative and referral/authorization forms should be submitted with the claim for processing. Paper authorizations do not need to be submitted with inpatient claims. CareMore Health Plan Provider Manual Version 1.0 Page 38 CareMore Health Plan Claims Processing Timelines Claims are processed from the date of receipt. Medicare Member claims are processed within 60 calendar days per your agreement and/or contract with CareMore. Additional Payer A determination should be made as to whether an additional payer has primary responsibility for the payment of a claim. If CareMore finds that another payer is responsible for payment, we will coordinate benefits with that payer. With the payment from the primary carrier and CareMore, you will be paid up to the amount allowed in your Agreement with CareMore. Claims can/will be denied based on the timely submissions of claims provision in the Provider Health Services Agreement. National Provider Identifier The National Provider Identifier (NPI) is a 10-digit, all numeric identifier. NPIs are only issued to Providers of health services and supplies. As one provision of the Health Insurance Portability and Accountability Act of 1996 (HIPAA), the NPI is intended to improve efficiency and reduce fraud and abuse. There are several advantages to using the Provider NPI for claims and billing: It allows Providers to bill with only one number It simplifies the billing process since it is no longer necessary to maintain and use legacy identifiers for each health care plan It simplifies making changes to addresses or locations NPIs are divided into two types: Type 1: Individual Providers, which includes but is not limited to physicians, dentists and chiropractors Type 2: Hospitals and medical groups, which includes but is not limited to hospitals, residential treatment centers, laboratories and group practices For billing purposes, claims must be filed with the appropriate NPI for billing, rendering and referring Providers. Providers may apply for an NPI online at the National Plan and Provider Enumeration System (NPPES) website: https://nppes.cms.hhs.gov. Or, you can get a paper application by calling NPPES at: NPPES: 1-800-465-3203 The following websites offer additional NPI information: Centers for Medicare and Medicaid Services: https://www.cms.gov/Regulations-and-Guidance/HIPAA-AdministrativeSimplification/NationalProvIdentStand/index.html?redirect=/nationalprovidentstand/ National Plan and Provider Enumeration System (NPPES): https: //nppes.cms.hhs.gov/NPPES/NPIRegistryHome.do National Uniform Claims Committee: www.nucc.org CareMore Health Plan Provider Manual Version 1.0 Page 39 CareMore Health Plan Clinical Submissions Categories The following is a list of claims categories for which we may routinely require submission of clinical information before or after payment of a claim: Claims involving precertification/prior authorization/pre-determination (or some other form of utilization review) including but not limited to: o Claims pending for lack of precertification or Prior Authorization o Claims involving medical necessity or experimental/investigative determinations o Claims for pharmaceuticals requiring Prior Authorization Claims requiring certain modifiers, including, but not limited to, Modifier 22 Claims involving unlisted codes Claims for which we cannot determine from the face of the claim whether it involves a covered service; thus, benefit determination cannot be made without reviewing medical records, including but not limited to pre-existing condition issues, emergency serviceprudent layperson reviews, and specific benefit exclusions Claims that we have reason to believe involve inappropriate (including fraudulent) billing Claims that are the subject of an audit (internal or external), including high-dollar claims Claims for individuals involved in case management or disease management Claims that have been appealed (or that are otherwise the subject of a dispute, including claims being mediated, arbitrated or litigated) Bundling and unbundling of services Other situations in which clinical information might routinely be requested: Accreditation activities Coordination of benefits Credentialing Quality improvement/assurance efforts Recovery/subrogation Requests relating to underwriting (including but not limited to Member or Provider misrepresentation/fraud reviews and Stop Loss coverage issues) Examples provided in each category are for illustrative purposes only and are not meant to represent an exhaustive list within the category. CareMore Health Plan Provider Manual Version 1.0 Page 40 CareMore Health Plan Claim Forms and Filing Limits Claims must be submitted within the contracted filing limit to be considered for payment. Claims submitted after that time period will be denied. Determine filing limits as follows: If CareMore is the primary payer, use the length of time between the last date of service on the claim and CareMore’s receipt date. If CareMore is the secondary payer, use the length of time between the other payer’s notice or Remittance Advice (RA) date and CareMore’s receipt date. Please Note: CareMore is not responsible for a claim never received. Additionally, if a claim is submitted inaccurately, prolonged periods before resubmission may cause you to miss the filing deadline. Claims must pass basic edits in order to be considered received. To avoid missing deadlines, submit “clean” claims as soon as possible after delivery of service. Filing and Reimbursement Limits for Medi-Cal Claims In order for Providers to be reimbursed fully for professional Medi-Cal claims, those claims must be submitted within 180 days of the date of service. Because this is a regulatory requirement, this timeline supersedes any conflicting timelines that may be in your Agreement with CareMore. Reimbursement for claims submitted between 180 and 365 days of date of service will be reduced by the following amounts: 25 percent for claims submitted seven through nine months after the month of service, or 50 percent for claims submitted 10 through 12 months after the month of service.=9876543Pursuant to the California Welfare and Institutions Code (W & I) Section 14115, DHCS allows for the following four exceptions to the six-month billing limit: If the patient has failed to identify himself or herself as a Medi-Cal beneficiary within four months after the month of service. If a Provider has submitted a bill to a liable third party, the Provider has one year after the month of service to submit the bill for payment. If a legal proceeding has commenced in which the Provider is attempting to obtain payment from a third party, the Provider has one year to submit the bill after the month in which the services have been rendered. If CareMore finds that the delay in submission of the bill was caused by circumstances beyond the control of the Provider. CareMore does not reimburse claims submitted more than one year after the date of service. Providers who have questions about claims submittal timelines should call Provider Relations. Please reference CareMore Contact Information (Chapter 2) for phone number and hours of operation. CareMore Health Plan Provider Manual Version 1.0 Page 41 CareMore Health Plan Form Type of Service to be Billed Time Limit to File CMS-1500 Professional services, including physician services. For services provided to HMO Members, file a clean claim subject to the terms as described in your Agreement with CareMore, not to exceed 365 days of the service date per regulations. CMS-1500 Specific ancillary services, including physical and occupational therapy, skilled nursing facilities (SNF) and speech therapy. For services provided to HMO Members, file a clean claim within 365days of the service date. CMS-1500 Ancillary services, including: For services provided to HMO Members, file a clean claim within 365 days of the service date. Audiologists, ambulance, ambulatory surgical center, dialysis, durable medical equipment, diagnostic imaging centers, hearing aid dispensers, home infusion, home health, hospice, laboratories, prosthetics and orthotics CMS-1450 (UB-04) Hospitals and Institutions; For services provided to HMO Members, file a therapy services conducted clean claim within 365 days of the service in the skilled nursing facilities date or otherwise described in the Hospital Services Agreement. Other Filing Limits Action Description Time Limit to File Third Party Liability (TPL) or Coordination of Benefits (COB) If the claim has TPL or COB and requires submission to a third party before submitting to us, the filing limit starts from the date on the notice or Remittance Advice (RA) from the third party. From the date of notice or RA from the third party, follow the applicable claim filing limits. CareMore Health Plan Provider Manual Version 1.0 Page 42 CareMore Health Plan Action Description Time Limit to File Checking Claim Status Claim status may be checked any time on providers.caremore.com, or by calling the Claims Department. Please reference CareMore Contact Information (Chapter 2) for phone number and hours of operation. After 60 business days from the Plan's receipt of a clean claim, Providers can stamp the original claim with “TRACER” and resubmit. Claim Resubmittal To submit a corrected claim following the Plan's request for more information, correction to a claim, or to follow up a claim that has not been paid, denied or contested. Provider must return request information to the Plan within 45 days from the date of the Plan's request for correction. Provider Dispute Providers may request claim reconsideration in writing. Please refer to Chapter 2 Important Contact Information for claims mailing address. The request for claim reconsideration must be received within 365 days from the receipt of the Plan's RA. Plan Response to Provider Dispute Resolution Request The Plan's response time to investigate and make a determination based on guidelines. Determination is made within 45 business days from the Plan's receipt of dispute or amended dispute. Claims Returned for Additional Information CareMore will send you a request for additional or corrected information when the claim cannot be processed due to incomplete, missing or incorrect information. Providers have 45 days from the date on the request in which to submit the corrected claim information. If the Provider does not resubmit within this time frame, the claim is denied. CareMore Health Plan Provider Manual Version 1.0 Page 43 CareMore Health Plan Common Reasons for Rejected and Returned Claims Many of the claims returned for further information are returned for common billing errors. The following grid lists the most common errors. Problem Explanation Resolution Duplicate Claim Submission Duplicate claims are submitted before the applicable processing time frame has passed. Wait to resubmit a claim until the appropriate time frame for processing has passed. Overlapping services dates for the same service create a question about duplication. providers.caremore.com. Authorization Number Missing or Doesn't Match Services The authorization number is missing or the approved services do not match the services described in the claim. Confirm that the authorization number is on the claim form (CMS-1500 Box 24 and CMS 1450 Box 63) and that the approved services match the provided services. Missed Filing Limit The time frame for submitting a claim for reimbursement is determined by the applicable CareMore Provider Agreements and the type of services provided: Professional, ancillary or institutional. Be sure to submit the claim within: Missing Codes for Required Service Categories Current HCPCS and CPT Manuals must be used because changes are made quarterly or annually. Manuals may be purchased at any technical bookstore or call the American Medical Association to order them. Make sure all services are coded with the correct Medicare codes. Check the codebooks or ask someone in your office familiar with coding. Unlisted Code for Service Some procedures/services do not have an associated code, so an unlisted procedure code is used. CareMore needs a description of the procedure and medical records when appropriate in order to calculate reimbursement. For DME, prosthetic devices, we require a manufacturer's invoice. By Report Code for Service Procedure or service information is missing. CareMore needs a description of the procedure and medical records when appropriate to calculate reimbursement. For DME, prosthetic devices, hearing aids or blood products, we require a manufacturer's invoice. For drugs and injections, we require the NDC number. Unreasonable Numbers Submitted Unreasonable numbers, such as "9999," may appear in the Service Units fields. Be sure to check your claim for accuracy before submission. CareMore Health Plan Provider Manual Then, look up claim status on the Provider portal at 365 days from date of service for professionals (CMS1500) 365 days from date of service in institutions (CMS-1450) Version 1.0 Page 44 CareMore Health Plan Problem Explanation Resolution Submitting Batches of Claims Stapling claims together can make the subsequent claims appear to be attachments rather than individual claims. Make sure each individual claim is clearly identified and not stapled to another claim. Nursing Care Nursing charges are included in the hospital and outpatient care charges. Nursing charges that are billed separately are considered unbundled charges and are not payable. Also, we will not pay claims using different room rates for the same type of room to adjust for nursing care. Do not submit bills for nursing charges. Hospital Medicare ID Missing A Medicare ID number is required for claim processing. On the CMS-1450 Form, hospitals must enter their Medicare ID number in Box 64. Claims and Encounter Data Inquiries Encounter Data PCPs who receive monthly capitation reports for Members are required to submit encounter data on a monthly basis. All encounter data submitted to CareMore must be accurate, complete, and truthful based upon the Provider’s best knowledge, information and belief. This data should be submitted on a CMS-1500 form and should include: Member name Member ID number Date of birth Date of service Place of service CPT code number ICD-9 code number Charge Please mail encounter data at least once a month to: CareMore Health Plan Attn: Claims Department MS 6110 P.O. Box 366 Artesia, CA 90702 CareMore Health Plan Provider Manual Version 1.0 Page 45 CareMore Health Plan Providers may also submit encounter data electronically through their Office Ally™ account. For electronic submission, please refer to CareMore Contact Information (Chapter 2) for phone number and hours of operation. Claims Status Inquires Contact us at the telephone or fax number provided in this manual if you have any claims questions related to, but not limited to, the following topics: When claim was paid Amount paid Status of claim Timely filing information Provider appeals For more information, please refer to CareMore Contact Information (Chapter 2) for phone number and hours of operation. Clean Claims Payment Payment of Claims Once we receive a claim, the following steps are taken: 1. CareMore processing systems analyze and validate the claim for Member eligibility, covered services and proper formatting. 2. CareMore processing systems validate billing, rendering and referring Provider information against CareMore. 3. CareMore generates a Remittance Advice (RA), summarizing services rendered and payer action taken. 4. CareMore sends the appropriate payment to the Provider. CareMore will finalize a clean electronic claim within applicable timeframes or according to your agreement or contract with CareMore. Capitation Capitation is a payment arrangement for health care service providers. A set amount is paid to the capitated provider/group for each enrolled person assigned to them, per period of time, whether or not that person seeks care. Capitation is generated on or around the 7th of each month and mailed with payment by the 27th of each month. All payments made reflect the current month and six months retro-activity. CareMore Health Plan Provider Manual Version 1.0 Page 46 CareMore Health Plan Electronic Remittance Advice CareMore offers secure electronic delivery of remittance advices, which explain claims in their final status. This service is offered through Emdeon. For more information, please refer to CareMore Contact Information (Chapter 2) for phone number and hours of operation. Electronic Funds Transfer CareMore allows Electronic Funds Transfer (EFT) for claims payment transactions. This means that claims payments can be deposited directly into a previously selected bank account. Providers can enroll in this service by contacting Emdeon, the EFT vendor. Please refer to CareMore Contact Information (Chapter 2) for phone number and hours of operation. Procedure for Processing Overpayments CareMore seeks recovery of all excess claims payments from the person or entity to whom the benefit check is made payable. When an overpayment is discovered, CareMore initiates the overpayment recovery process by sending written notification. If you are notified by CareMore of an overpayment, or discover that you have been overpaid, mail the check, along with a copy of the notification or other supporting documentation within 30 days to the following address: CareMore Health Plan Attn. Claims Recovery MS 6110 P.O. Box 366 Artesia, CA 90702 If CareMore does not hear from you or receive payment within 30 days, the overpayment amount is deducted from future claims payments. In cases CareMore determines that recovery is not feasible, the overpayment is referred to a collection service. Provider Payment Disputes CareMore has established fair, fast and cost-effective procedures to process and resolve Provider appeals. The following definitions apply to this process: Appeal A written notice to CareMore, submitted to the designated Provider appeal address, challenging, appealing or requesting reconsideration of a claim, or requesting resolution of billing determinations, such as bundling/unbundling of claims/procedures codes or allowances. Also, a written notice to CareMore, submitted to the designated Provider appeal address, disputing administrative policies & procedures, administrative terminations, retroactive contracting, or any other contract issue. CareMore Health Plan Provider Manual Version 1.0 Page 47 CareMore Health Plan Provider Inquiry A telephone call for information, including questions, regarding the following: Claim status Submission of corrected claims Member eligibility Payment methodology rules (bundling/unbundling logic, multiple surgery rules) Medical policy Coordination of benefits Third party liability/workers compensation issues submitted by a Provider to CareMore A telephone discussion or written statement questioning the manner in which CareMore processed a claim (i.e. wrong units of service, wrong date of service, clarification of payment calculation) Required Information for an Appeal An appeal must be submitted in writing and contain the following information: Provider name Provider tax ID, or NPI Number Contact information - mailing address and phone number Original claim number, when applicable Member’s name, when applicable Member’s subscriber number, when applicable Date of service, when applicable The appeal must also include a clear explanation of issue the Provider believes to be incorrect, including supporting medical records when applicable. Submission of Provider Appeals All claims appeals must be submitted in writing to the following address: CareMore Health Plan Attn: Claims Disputes MS 6110 P.O. Box 366 Artesia, CA 90702 Claims processing errors should be brought to the attention of the Claims Department as soon as possible so that the claim(s) may be corrected. These types of errors may be submitted in writing via paper mail or through Access Express. CareMore Health Plan Provider Manual Version 1.0 Page 48 CareMore Health Plan Filing an appeal falls under the same submission timeframe as filing an original claim. CareMore will respond to claims appeals within the time frame listed in your CareMore Provider Agreement. Hold Harmless According to federal law, Providers may not bill HMO Members for covered services except for applicable co-payments. Title 42, Section 422.502(g)(1) and (i) states, "...protect its enrollees from incurring liability ... for payment of any fees that are the legal obligation of the Medicare Advantage organization.” This requirement includes any services where the Member is responsible for any co-payment. There can be no balance billing of the Member for any portion of the billed charges that are in excess of that co-payment. Per the Medicare Managed Care Manual, Chapter 6, Section 100; "Consistent with §1852(a)(2) and §1852(k)(1) of the Social Security Act, noncontract Providers must accept as payment in full, payment amounts applicable in Original Medicare. Thus, this provision of law imposes a cap on payment to non-contract Providers of provide payment amounts plus Member cost-sharing amounts applicable in Original Medicare, and ensures that non-contract Providers not balance bill Medicare Advantage plan Members for other than Medicare Advantage cost-sharing amounts." In addition, under Federal law, non-contracted Providers are subject to penalties if they accept more than Original Medicare amounts. None of the above precludes Providers from billing Members for any non-covered services (i.e., travel vaccinations or cosmetic surgery). Coordination of Benefits When an individual enrolls with CareMore, we will ask the Member whether he/she has healthcare insurance other than CareMore. Providers should always inquire whether a Member has other health insurance coverage. For those Members who are over 65 years of age and retired, CareMore will generally be the primary payer. When CareMore is the primary payer, the Provider may bill the secondary carrier for usual and customary fees and receive reimbursement in addition to that received from CareMore. Please note: a Member may not be billed for any balance due. CareMore Health Plan will be the secondary payer in the following situations: The Member is age 65 or older and has coverage under an employer group health plan through an employer with 20 or more employees, either through the Member’s own employment or the enrollee's spouse's employment. The Member is under age 65 and is entitled to Medicare due to disability other than ESRD, and the Member has coverage under a large employer (100 or more employees) group health plan, either through the Member's own employment or that of their spouse. CareMore Health Plan Provider Manual Version 1.0 Page 49 CareMore Health Plan The Member is being treated for an accident or illness that is work-related or otherwise covered under Workers' Compensation. The Member has End Stage Renal Disease (ESRD) and is covered under an employer group health plan. In such cases, CareMore Health Plan will be the secondary payer for up to 30 months. After 30 months, Medicare will be the primary payer. The Member is being treated for an injury, ailment, or disease caused by a third party and automobile or other liability insurance is available. Questions regarding COB can be directed to Member Services. For more information, please refer to CareMore Contact Information (Chapter 2) for phone number and hours of operation. Claims Filed With Wrong Plan If you file a claim with the wrong insurance carrier, CareMore will process your claim without denying it for failure to file within the filing time limits if: There is documentation verifying that the claim was initially filed in a timely manner The corrected claim was filed within 90 days of the date of the other carrier’s denial letter Claims Follow-Up/Resubmissions Providers can initiate follow-up action to determine claim status if there has been no response from CareMore within 60days of the Plan's receipt of the claim. To follow up on a claim, please: 1. 2. 3. 4. 5. Complete all required fields as originally submitted and mark the change(s) clearly. Write or stamp "TRACER" across the top of the form. Attach a copy of the EOB and state the reason for re-submission. Attach all supporting documentation. Send to: CareMore Health Plan Attn: Claims Department MS 6110 P.O. Box 366 Artesia, CA 90702 CareMore Health Plan Provider Manual Version 1.0 Page 50 CareMore Health Plan CHAPTER 7: BILLING PROFESSIONAL AND ANCILLARY CLAIMS Overview This chapter is divided into two sections: Billing Requirements for Professional Claims Billing Requirements for Ancillary Claims When billing for professional or ancillary claims, all Providers and vendors should bill using the most current version of the CMS-1500 Claim Form. Standardized code sets must be used. The Healthcare Common Procedure Coding System (HCPCS), sometimes referred to as the National Codes, provides coding for a variety of services. HCPCS consists of two principal subsystems, referred to as Level 1 and Level 2: Level 1: The Current Procedural Terminology (CPT) codes maintained by the American Medical Association (AMA). CPT codes are represented by 5 numeric digits. Level 2: Other codes that identify products, supplies and services not included in the CPT codes, such as ambulance and Durable Medical Equipment (DME). These are sometimes called the alphanumeric codes because they consist of a single alphabetical letter followed by 4 numeric digits. Products, supplies and services NOT included in the CPT codes are represented by a single alphabetical letter followed by 4 numeric digits. Special professional and ancillary billing instructions include the following: Physician License Number: Indicate the rendering physician's state-issued license number in Box 24J of the CMS-1500 form. Missing or invalid license numbers may result in nonpayment. Advanced Practice Clinicians: Indicate the name and license number in Box 19 of the CMS-1500 form; the supervising physician's license number should be entered in Box 24J. The following are defined as mid-level: Physician Assistants Nurse Practitioners Certified Nurse Midwives Modifier Codes: Use modifier codes when appropriate with the corresponding Local Only, HCPCS or CPT codes. For paper claims, all modifiers should be billed immediately following the procedure code in Box 24D of the CMS-1500. Prior Authorization Number: Indicate the Prior Authorization number in Box 23 of the CMS-1500 form. CareMore Health Plan Provider Manual Version 1.0 Page 51 CareMore Health Plan Member ID Number: Use the Member's Client Index Number (CIN) when billing, whether submitting electronically or on paper. It is important to use the Member's Plan ID card number, not the number on the identification card issued by the state. On-Call Services: Insert On-Call for PCP in Box 23 of the CMS-1500 form when the rendering physician is not the PCP, but is "covering for" or has received permission from the PCP to provide services that day. Anesthesia Providers submitting anesthesia claims via Electronic Data Interchange (EDI) should use the following guidelines: Use the appropriate ASA CPT anesthesia code (00100-01999) with the appropriate modifier. Indicate the actual time of the service rendered in minutes in the 465A record segment, using an MJ qualifier. The MJ qualifier equals the minutes billed. Providers submitting anesthesia claims on paper should use the following guidelines: Use the appropriate ASA CPT anesthesia code (00100-01999) with the appropriate modifier. Indicate the actual time ("hands-on time") of the service rendered in minutes in Field 24G of the CMS-1500 form. This is particularly important for anesthesia code OB 01967. Do not report the base units on claims. Emergency Services Emergency services are defined in the Provider's contract and by state and local law. Related professional services offered by physicians during an emergency visit are reimbursed according to the Provider's contract. For emergency services billing, indicate the Injury Date in Box 14 of the CMS 1500 form. Please Note: Members should be referred back to the Primary Care Provider (PCP) of record for follow-up care. Unless clinically required, follow-up care should never occur in a hospital emergency department. E/M Coding – Consultations and Follow up Visits Evaluation/Management services will be reimbursed as authorized at a level 3 (99203, 99213) When level “4” or “5” E/M coding is requested, Providers may submit appropriate, complete and legible clinical documentation of the rendered service to support higher level visit. When requesting a level “4” or “5” reimbursement, records should include Member history, examination, medical decision making and the level of service provided to the Member during the encounter. CareMore Health Plan Provider Manual Version 1.0 Page 52 CareMore Health Plan The medical records will be reviewed by the clinical review team to determine appropriate coding in accordance with Current Procedural Terminology (CPT) definitions and Medicare guidelines. Durable Medical Equipment Durable Medical Equipment (DME) is a covered service when prescribed to preserve bodily functions or prevent disability. All custom-made DME, also referred to as By Report, requires Prior Authorization. Other DME and supplies may also require pre-service review. For DME, billing guidelines and requirements include the following: Use miscellaneous codes when an HCPCS Code does not exist for a particular item. An example: Code E1399, which represents customized equipment. Attach the manufacturer's invoice to the claim if using a miscellaneous or unlisted code. The invoice must be from the manufacturer, not the office making the purchase. Unlisted codes will not be accepted if valid HCPCS Codes exist for the DME and supplies. Catalog pages are not acceptable as manufacturer's invoices. Procedure Code L9999 is obsolete. Many Local Codes are no longer acceptable for submission. The correct way to bill for DME and DME supplies sales tax is the following: Bill the code for the service with the appropriate modifier for rental or purchase for the amount charged, less the sales tax Bill the S9999 code on a different line with charges only for the sales tax An example: PT Modifier Amount E0570 Applicable modifier code to designate a DMR rental is RR $100.00 S9999 Sales tax will be paid as billed $ 8.00 DME Rentals DME rentals require medical documentation from the prescribing physician. Most DME is dispensed on a rental basis only, such as oxygen tanks or concentrators. Rented items remain the property of the DME Provider until the purchase price is reached. Please note the following guidelines: DME Providers may use normal equipment collection guidelines. We are not responsible for equipment not returned by Members. Charges for rentals exceeding the reasonable charge for a purchase will be rejected. CareMore Health Plan Provider Manual Version 1.0 Page 53 CareMore Health Plan Rental extensions may be obtained only on approved items. DME Purchase DME may be reimbursed on a rent-to-purchase basis over a period of 10 months unless specified otherwise at the time the review by our Utilization Management department. DME Wheelchairs/Scooters All wheelchair claims undergo claims examination. The claims examiners follow CMS guidelines when calculating payments for By Report (customized) wheelchair claims. By Report claims on the CMS-1500 form must be accompanied by one of the following: Manufacturer's purchase invoice Manufacturer's suggested retail price (MSRP) from a catalog dated before August 1, 2003 If the item was not available before August 1, 2003, claims must be submitted with a manufacturer's purchase invoice, the catalog page that first published the item, and the MSRP. The initial date of availability must be documented in the Reserved for Local Use field (Box 19) of the claim. Documentation must include: Catalog Number Item Description Manufacturer Name Model Number Marked Catalog Page(s) or Invoice Line so it can be matched to the claim line Completion of the Reserved for Local Use field (Box 19) of the CMS-1500 form with the total MSRP of the wheelchair, including all accessories, modifications, replacement parts and the name of the employed Rehabilitation and Assistive Technology of America certified technician Wheelchair claims from manufacturers billing as Providers must include: Suggested retail price (MSRP) from a catalog page dated before August 1, 2003. If the item was not available before then, the manufacturer's invoice must accompany the claim Initial date of availability must be documented in the Reserve for Local Use field (Box 19) of the CMS-1500 form DME Modifiers For a list of DME Modifier Codes, see Appendix 1 of the HCPCS 2006 publication available from the American Medical Association (AMA) or log onto the AMA website: www.ama-assn.org. CareMore Health Plan Provider Manual Version 1.0 Page 54 CareMore Health Plan Laboratory, Radiology and Diagnostic Services The billing requirements for outpatient laboratory, radiology and diagnostic services include, but are not limited to: Clinical Laboratory Tests Pathology Radiology These billing requirements include services rendered in relation to an outpatient visit for these tests, including, but not limited to: Equipment Use Facility Use, including nursing care Laboratory Professional Services, if applicable Supplies Please Note: Outpatient radiation therapy is excluded from this service category and should be billed under the requirements of the Other Services category. CMS-1500 Claim Form All professional Providers and vendors should bill us using the most current version of the CMS1500 claim form. CMS-1500 Claim Form Fields Field # Title Explanation Field 1 Medicaid/Medicare/Other ID If the claim is for Medi-Cal, put an X in the Medicaid box. If Member has both Medi-Cal and Medicare, put an X in both boxes. Attach a copy of the form submitted to Medicare to the claim. Field 1a Insured's ID Number From the Plan Member's ID card. Be sure to use the Member's CIN number from the paper ID card, not the number from the state's card. Field 2 Patient's Name Enter last name first, then first name and middle initial (if known). Do not use nicknames or full middle names. Field 3 Patient's Birth Date Enter date of birth as MM/DD/YY. If the full date of birth is not available, enter the year, preceded by 01/01. Field 4 Insured's Name "Same" is acceptable if the insured is the patient. CareMore Health Plan Provider Manual Version 1.0 Page 55 CareMore Health Plan Field # Title Explanation Field 5 Patient's Address/Telephone Number Enter complete address. Include any unit or apartment number. Include abbreviations for road, street, avenue, boulevard, place, etc. Enter patient's phone number, including area code. Field 6 Patient Relationship to Insured The relationship to the Member, such as self, spouse, children or other. Field 7 Insured's Address/Phone Number "Same" is acceptable if the insured is the patient. Field 8 Patient Status Check patient's status (single, married, other, employed, full-time student or part-time student). Check all that apply. Field 9 Other Insured's Name If there is other insurance coverage in addition to the Member's coverage, enter the name of the insured. Field 9a Other Insured's Policy or Group Number Name of the insurance with the group and policy number. Field 9b Other Insured's Date of Birth Enter date of birth in the MM/DD/YY format. Field 9c Employer's Name or School Name Name of other insured's employer or school. Field 9d Insurance Plan Name or Program Name Name of Plan carrier. Field 10 Patient's Condition Related To Include any description of injury or accident, including whether it occurred at work. Field 10a Related to Employment? Y or N. If insurance is related to Workers Compensation, enter Y. Field 10b Related to Auto Accident/Place? Y or N. Enter the state where the accident occurred. Field 10c Related to Other Accident? Y or N. Field 10d Reserved for Local Use If applicable, use for Member copayment. Field 11a-b Insured's Policy Group of FECA Number, Date of Birth, Sex, Employer or School Name Complete information about Insured, even if same as Patient. Field 14 Date of Current Injury, Illness or Pregnancy Field 21 Diagnosis or Nature of Illness or Injury Enter the appropriate diagnosis code or nomenclature. Check the manual or ask a coding expert. CareMore Health Plan Provider Manual Version 1.0 Page 56 CareMore Health Plan Field # Title Explanation Field 24a Date(s) of Service If dates of service cross over from one year to another, submit two separate claims: For example, one claim for services in 2012, one claim for services in 2013. Field 24b Place of Service This is a 2-digit code. Use current coding as indicated in the CPT manual. Field 24d Procedure, Services or Supplies Enter the appropriate CPT codes or nomenclature. Indicate appropriate modifier when applicable. Do NOT use NOC Codes unless there is no specific CPT code available. If using an NOC code, include a narrative description. Field 24e Diagnosis Code Use the most specific ICD-9 Code available. Field 24f Charges Charge for each single line item. Field 24g Days or Units If applicable. Field 24h EPSDT Family Plan Enter Y for EPSDT or N for non-EPSDT. Field 25 Federal Tax ID Number Enter the 9-digit number. Field 28 Total Charge Total of line item charges. Field 31 Full Name and Title of Physician or Supplier Actual signature or typed/printed designation is acceptable. Field 32 Provider Servicing Address Include suite or office number. Include abbreviations for road, street, avenue, boulevard, place or other common street name endings. Field 33 Physician's or Supplier's Billing Name Provider Identification Number (the number CareMore assigns to the Provider.) CareMore Health Plan Provider Manual Version 1.0 Page 57 CareMore Health Plan CHAPTER 8: BILLING INSTITUTIONAL CLAIMS Overview All Medicare-approved facilities should bill using the most current version of the CMS-1450 form, which is the UB-04. To be sure that claims are processed in an orderly and consistent manner, standardized code sets must be used. The Healthcare Common Procedure Coding System (HCPCS), sometimes called the National Codes, provides coding for a variety of services. HCPCS consists of two principal subsystems, referred to as Level 1 and Level 2: Level 1: The Current Procedural Terminology (CPT) codes maintained by the American Medical Association (AMA). CPT codes are represented by 5 numeric digits. Level 2: Other codes that identify products, supplies and services not included in the CPT codes, such as ambulance and Durable Medical Equipment (DME). These are sometimes called the alpha-numeric codes because they consist of a single alphabetical letter followed by 4 numeric digits. Institutional Inpatient Coding Use the following codes for inpatient billing: CMS-1450 Revenue Codes ICD-9 Procedure Codes Modifier Codes: Refer to the current edition of the Physicians' Current Procedural Terminology Manual published by the American Medical Association (AMA). Please Note: Surgical supply charges require a modifier. Use UA for procedures without anesthesia or UB for procedures with anesthesia. Institutional Outpatient Coding Use the following codes for outpatient billing: HCPCS Codes: Refer to the current edition of CMS Common Procedure Coding System published by the Centers for Medicare and Medicaid Services (CMS). CPT Codes: Refer to the current edition of the Physicians' Current Procedural Terminology manual published by the American Medical Association (AMA). Please Note: Claims must be submitted with both HCPCS and CPT codes. Use of Revenue Codes alone on an outpatient claim may result in a claim delay or denial due to lack of information. Please Note: Use the Member's Client Index Number (CIN) when billing, whether submitting electronically or on paper. CareMore Health Plan Provider Manual Version 1.0 Page 58 CareMore Health Emergency Room Visits The billing requirements for emergency room visits apply to all emergency cases treated in the hospital emergency room (for patients who do no remain overnight) and cover all diagnostic and therapeutic services, including, but not limited to, the following: Equipment Use Facility Use, including nursing care Laboratory Pharmaceuticals Radiology Supplies Reimbursement for emergency room services relates to the emergency diagnosis and can be based on urgent care rates, depending on the diagnosis. Special billing instructions include: ICD-9-CM principal diagnosis codes are required for all services provided in an emergency room setting Each service date must be billed as a separate line item Please Note: Refer all Members back to the Primary Care Provider for follow-up care. Unless clinically required, follow-up care should never occur in the hospital's emergency department. Recommended Fields for CMS-1450 Field Box Title Description 1 (R) Blank Facility name, address and telephone number 2 Blank 3a PAT. CNTL # Member's account number 3b MED. REC # Member's record number, which can be up to 20 characters 4(R) TYPE OF BILL Enter the Type of Bill (TOB ) Code 5 FED. TAX NO. Enter the Provider's Federal Tax ID number 6 STATEMENT COVERS PERIOD "From" and "Through" date(s) covered by the claim being submitted 7 Blank Leave Blank 8a-b (R) PATIENT NAME Member's name CareMore Health Plan Provider Manual Version 1.0 Page 59 CareMore Health Field Box Title Description 9a-e (R) PATIENT ADDRESS Complete address (number, street, city, state, zip code, telephone number) 10 (R) BIRTH DATE Member's date of birth in MM/DD/YY format 11 (R) SEX Member's gender 12 (R) ADMISSION DATE Member's admission date to the facility in MM/DD/YY 13 (R) ADMISSION HOUR Member's admission hour to the facility in military time (00-23) format 14 (R) ADMISSION TYPE Type of admission 15 (R) ADMISSION SRC Source of admission 16 (R) DHR Member's discharge hour from the facility in military time (0023) format 17 (R) STAT Patient status 18-28 CONDITION CODES Enter Condition Code (81) XO-X9 29 ACDT STATE Accident State. Leave blank. 30 Blank Leave blank 31-34 (R) OCCURRENCE CODE Occurrence Code (42) and date, if applicable OCCURRENCE DATE 35-36 OCCURRENCE SPAN (CODE, FROM AND THROUGH) Enter dates in MM/DD/YY format 37 Blank Leave blank 38 Blank Enter the responsible party name and address, if applicable 39-41 VALUE CODES (CODE AND AMOUNT) Enter Value Codes 42 (R) REV. CD. Revenue Codes, required for all institutional claims 43 (R) DESCRIPTION Description of services rendered 44 (R) HCPS/RATE/HIPPS CODE Enter the accommodation rate per day for inpatient services or HCPS/CPT Code for outpatient services 45 (R) SERV. DATE Date of services rendered CareMore Health Plan Provider Manual Version 1.0 Page 60 CareMore Health Field Box Title Description 46 (R) SERV. UNITS Number/units of occurrence for each line or service being billed 47 (R) TOTAL CHARGES Total charge for each line of service being billed 48 NON-COVERED CHARGES Enter any non-covered charges 49 Blank Leave blank 50 PAYOR NAME Payer Identification. Enter any third party payers. 51 (R) HEALTH PLAN ID Medicare Provider ID Number/unique Provider ID Number. The billing Provider number is required 52 (R) REL. INFO Release of information certification indicator 53 ASG BEN. Assignment of benefits certification indicator 54 PRIOR PAYMENTS Prior payments 55 EST. AMOUNT DUE Estimated amount due 56 (R) NPI Enter the NPI number 57 (R) OTHER PRIV ID Enter the other Provider ID, if applicable 58 (R) INSURED'S NAME Member's name 59 (R) P. REL Patient's relationship to insured 60 (R) INSURED'S UNIQUE ID Insured's ID Number: Certificate number on the Member's ID card 61 GROUP NAME Insured Group Name: Enter the name of any other health plan 62 INSURANCE GROUP NO. Enter the Policy Number of any other health plan 63 TREATMENT AUTHORIZATION CODES Authorization Number or authorization information 64 DOCUMENT CONTROL NUMBER The Control Number assigned to the original bill 65 EMPLOYER NAME Name of organization from which the insured obtained the other policy 66 (R) DX/PROC Qualifier Enter the diagnosis and procedure core qualifier (ICD version indicator) CareMore Health Plan Provider Manual Version 1.0 Page 61 CareMore Health Field Box Title Description 67 (R) DX Principal Diagnosis Codes. Enter the ICD-9 diagnostic codes, if applicable 67a-q (R) DX Other Diagnosis Codes: Enter the ICD-9 diagnostic codes, if applicable 68 Blank Leave blank 69 ADMIT DX Admission Diagnosis Code: Enter the ICD-9 code 70a-c PATIENT REASON DX Enter the Member's reason for this visit, if applicable 71 PPS CODE Prospective Payment System (PPS) Code: Leave blank 72 ECI External Cause of Injury Code 73 Blank Leave blank 74 (R) PRINCIPAL PROCEDURE CODE/DATE ICD-9 principal procedure code and dates, if applicable 74a-e (R) OTHER PROCEDURE CODE/DATE Other Procedure Codes 75 Blank Leave blank 76 (R) ATTENDING Enter the attending physician's ID number 77 (R) OPERATING Enter the Provider Number if you use a surgical procedure on this form 78-79 OTHER Enter any other Provider numbers, if applicable 80 REMARKS Use this field to explain special situations 81a-c (R) CC Enter additional or external codes, if applicable CareMore Health Plan Provider Manual Version 1.0 Page 62 CareMore Health Plan CHAPTER 9: UTILIZATION MANAGEMENT Utilization Management Program CareMore Health Plan (CareMore) has a Utilization Management (UM) Program that defines structures and processes and assigns responsibility to appropriate individuals. The mission of this program is to: Ensure consistent delivery of quality health care and optimum Member outcomes; and Provide and manage coordinated, comprehensive, quality health care, without discrimination toward any individual and in a culturally competent manner The purpose of the UM Program is to provide a process in which review of inpatient and outpatient services are performed in accordance with health plan and regulatory/accreditation agency. This process ensures the delivery of medically necessary and quality Member care through appropriate utilization of resources in a cost-effective and timely manner. The UM Program’s focus is to ensure efficiency and continuity of this process by identifying, evaluating, monitoring and correcting elements which may impact the overall effectiveness of the UM process. The Program’s activities are developed and approved, through the Quality Management (QM) Committee, by the CareMore Board of Directors. The Program is reviewed on an annual basis and revised when appropriate. All revisions are approved by the QM Committee and the CareMore Board of Directors. Goals and objectives of the UM Program include, but are not limited to: Ensure appropriate levels of care in a timely, effective and efficient manner. Monitor, evaluate and optimize health care utilization resources, on a continuous basis, by applying UM policies and procedures to review medical care and services. Monitor, document and submit for review any potential quality of care concerns, for both inpatient and outpatient care. Monitor utilization practice patterns of contracted Providers and/or their practitioners to identify variations. Conduct medical review of all potential denials of service for medical necessity. Identify high-risk Members and ensure appropriate care is delivered by accessing the most efficient resources. Improve utilization criteria, on a continuous basis, based on outcome data and review of the medical literature. Medical Review Criteria The UM team takes a multidisciplinary approach to meet the medical and psychosocial needs of our Members. Authorizations are based on the following: Benefit coverage CareMore Health Plan Provider Manual Version 1.0 Page 63 CareMore Health Plan Established criteria Community standards of care The decision-making criteria used by the UM team is evidence-based and consensus-driven. We periodically update criteria as standards of practice and technology change. These criteria are available to Members, Physicians and other health care Providers upon request by contacting the UM Department. For more information, please refer to CareMore Contact Information (Chapter 2) for phone number and hours of operation. Based on sound clinical evidence, the UM team provides the following service reviews: Prior Authorizations Post-Service Clinical Claims Reviews Decisions affecting the coverage or payment for services are made in a fair, impartial, consistent and timely manner. The decision-making incorporates nationally recognized standards of care and practice from sources including: Medicare National Coverage and Local Coverage Determinations (NCD, LCD) United States Preventative Task Force (USPSTF) Guidelines CareMore Clinical Guidelines and Medical Policies Milliman Clinical Guidelines Centers for Disease Control (CDC) American College of Physicians (ACP) Federal Food and Drug Administration (FDA) American Hospital Formulary Services Drug Information United States Pharmacopeia-Drug Information National Comprehensive Cancer Network (NCCN) DRUGDEX Information System (for prescription drugs) Please Note: We do not reward practitioners and other individuals conducting utilization reviews for issuing denials of coverage or care. There are no financial incentives for UM decision-makers that encourage decisions resulting in under-utilization. If you disagree with a UM decision and want to discuss the decision with the physician reviewer, you can call the UM Department. For more information, please refer to CareMore Contact Information (Chapter 2) for phone number and hours of operation. The Referral Process CareMore has two methods for referring patients to specialists and ancillary facilities: Self-Referral Service Request CareMore Health Plan Provider Manual Version 1.0 Page 64 CareMore Health Plan Self-Referral Services Members do not need prior authorization and may self-refer for the following services provided by qualified, in-network Providers: Initial gynecological care Mammography services Influenza vaccines Service Requests Service Request and Service Request Form Providers are responsible for verifying eligibility and in ensuring that our Utilization Management (UM) department has conducted pre-service reviews for elective non-emergency and scheduled services before rendering those services. Prior Authorization ensures that services are based on medical necessity, are a covered benefit, and are rendered by the appropriate Providers. CareMore encourages providers to submit service requests online via the Provider Portal. To register, please contact Provider Relations. For more information, please refer to CareMore Contact Information (Chapter 2) for phone number and hours of operation. If that is not an option for technical reasons (i.e. lack of internet access), Providers may submit a Service Request Form to CareMore when requesting pre-service review. This form is located in the Caremore Provider Portal under the user manual of the main menu. Once our UM team has received your request, it will be approved, denied or pended for additional medical information by the CareMore Utilization Management staff. If the request is pended, the CareMore Utilization Management staff will contact you by telephone, fax, or via email through the Provider Portal with a request for the information reasonably needed to determine medical necessity. Services Requiring Pre-service Review Service Requests are required for the following: Consultation and follow up visit to Specialty Service Elective procedures or surgeries All admissions, elective or emergent Durable Medical Equipment (DME) Home health services including home infusion Physical Therapy (PT), Occupational Therapy (OT) and Speech Therapy (ST) Certain radiological procedures i.e. magnetic resonance imaging (MRI), positron emission tomography (PET) scan Certain laboratory tests i.e. genetic testing CareMore Health Plan Provider Manual Version 1.0 Page 65 CareMore Health Plan Services That Do Not Require Pre-service Review Providers no longer need to submit a service request to obtain a referral/authorization for plain film x-rays or mammograms as long as the service is prescribed/ordered by a treating physician and the service is directed to one of the preferred CareMore contracted providers. Please ensure you provide the member with a singed order and that the following information is included: members name, DOB, requested procedure, providers printed name, and submit to the preferred provider. For a listing of the approved x-ray codes, radiology and mammography codes and CareMore contracted, preferred provider for your region, please contact Provider Relations. Please refer to CareMore Contact Information (Chapter 2) for phone number and hours of operation. Service Requests are not required for: Lab tests (other than above) when performed by contracted laboratory; and Services that fall under the Self-Referral policy (see above). Service Request Function Providers will no longer need to submit a service request for additional service rendered at the time of a pre-approved office visit/procedure for retrospective review, as long as the CPT code is listed on our Incidental approval lists for your specialty. For a listing of the approved Incidental codes, please refer to our provider portal at providers.caremore.com or you may contact Provider Relations. Please refer to CareMore Contact Information (Chapter 2) for phone number and hours of operation. Service Requests, even when automatic approval is granted, support the following functions: Provide authorization for claims payment Support progressive care history when additional or more complex care or service is requested Support continuity and coordination of care Determination Definitions Upon receipt of a completed Service Request form, the Utilization Management Department will adhere to the following definitions when determining if the requested services are approved, modified, denied, or pended (see definitions): Approved: The referral is approved as requested. The Utilization Management (UM) Department will fax the authorization to the referring physician and the authorized specialist, facility, or vendor (e.g., DME).The authorization will detail the services approved. Additional services not included and detailed on the authorization will require prior authorization. Modified: The authorization determination is changed from what had been requested, such as place of service requested, Provider requested or even service requested. The modified authorization is faxed to the referring physician and the authorized specialist or facility. CareMore Health Plan Provider Manual Version 1.0 Page 66 CareMore Health Plan Pended: The determination of the request is placed on “hold” until additional medical necessity information is received. The requesting Provider will need to submit any necessary additional information the UM Department requires in order to make an appropriate decision. The total timeframe for processing a request that requires additional information is not to exceed the maximum allotted by Medicare or Medicaid, respectively. Denied: The services requested are not authorized. A detailed explanation of the denial decision and an alternative treatment plan are faxed to the referring Provider. The Member is sent a letter in which we explain why the service was denied. A CareMore Medical Director is responsible for all denial decisions when the determination is based on medical necessity. The Medical Director reviews requests on a case-by-case basis and takes into consideration special circumstances that may deviate from established protocols. Both the referring Provider and the Member are informed of the appeal process at the time they are notified of the denial. Turn-Around-Time Based on the authorization time frame indicated on the Service Request form, CareMore’s UM Department will fax a response/authorization within the appropriate time frame listed below. Both the referring physician and the authorized specialist or facility will receive the faxed response/authorization from the Utilization Management Department. CareMore follows the rules for the timing of authorization decisions for services. Standard: within 14 calendar days from receipt of request Expedited: within 72 hours from receipt of request Average turn-around-time of service requests is approximately four business days. However, as per Centers for Medicaid and Medicare Services (CMS) guidelines, the health plan may take up to 14 days to make a decision. Expedited Referrals The Expedited Referral Request may be used for cases involving an imminent and serious threat to the patient's health, including, but not limited to, severe pain, potential loss of life, limb, or major bodily function. Expedited requests must meet the definition of ‘expedited’ as listed above and are reviewed and completed within 72 hours of receipt. If the request is urgent and you need to speak to a CareMore Utilization Management staff Member to discuss the request, please contact our CareMore Utilization Management. For more information, please refer to CareMore Contact Information (Chapter 2) for phone number and hours of operation. However, if the physician’s medical opinion is that 24 hours is an adequate amount of time to receive a response from UM, there is no need to call. Simply mark the request “Expedited” and also indicate that the request is “Expedited” in the Special Instructions section of the Service Request form. CareMore Health Plan Provider Manual Version 1.0 Page 67 CareMore Health Plan Provider is Notified of Determination Upon review of the request, the UM Department will fax a response to the requesting Provider and specialist or facility. Copies of all authorization determinations are faxed to the patient’s PCP to ensure that the Provider is apprised of the services the Member is receiving from other Providers. Auto-approval of many services is done instantly and, when the request is submitted electronically, the ordering Provider receives an immediate approval notice to give to the Member. Medical Necessity Utilization decisions are based on medical necessity as indicated by the supporting clinical documentation, approved practice guidelines and the Member’s health plan benefits. These guidelines are available to contracted Providers and assigned Members upon request. Providers may contact the UM department and Members may contact Members Services department. For more information, please refer to CareMore Contact Information (Chapter 2) for phone number and hours of operation. Authorization Expiration Time Frame Approved authorizations are valid for 120 days from the date the approval was given. The authorized care provided by a specialist must occur within the 120-day period. If the Member is unable to see the specialist within the 120-day period, the referring physician must call the UM Department to request an authorization extension. They may also submit a new Service Request Form via the Provider Portal. For more information, please refer to CareMore Contact Information (Chapter 2) for phone number and hours of operation. Unauthorized Care The UM Department retrospectively reviews all services that have been rendered without prior authorization only when submitted within 30 days from rendered date of service. Reviews for retrospective services after 30 days from rendered date of service will need to be submitted thru CareMore Claims department. During the retrospective review, rendered services are compared to the Evidence of Coverage (EOC) as well as the CMS guidelines for medical necessity, appropriateness of setting and length of stay. This review process may result in disallowing inappropriate services and the Member may be financially responsible for the cost of the unauthorized service when rendered from a non-contracted provider. When that occurs, retrospective review for medical necessity is not performed. The Provider is responsible for completion of the claims review/appeals process. The Member is not financially liable for any administrative denial related to Provider contract issues and cannot be balance billed. CareMore Health Plan Provider Manual Version 1.0 Page 68 CareMore Health Plan Retrospective Review The UM Department may review authorized services retrospectively in order to match the preauthorized information with the clinical findings and the services performed. If any discrepancies are discovered during the retrospective review process, UM staff may recommend for non-payment for unauthorized services. Please refer to our provider portal at providers.caremore.com to access our Incidental Code lists for a listing of additional services that will not require a pre-approved request at the time of visit/procedure and not subject to a retrospective review. Extended/Standing Referrals If a Member’s condition is complex and requires specialist care, the Member may receive authorization for ongoing services by that specialist. The specialist is required to: submit a plan of treatment to the UM Department communicate Member’s progress to their PCP on a regular basis Utilization Management Contact Information Providers may contact UM staff at the numbers below from 5 a.m. to 5 p.m. Monday through Friday to submit telephone requests for verification and to request authorization determinations. Please refer to the CareMore Contact Information (Chapter 2) for phone numbers and hours of operation. Information for Specialists Only Additional Services If additional care or diagnostic testing is required, the specialist must submit a Service Request to the UM Department Specialist must submit a Service Request along with supporting clinical documentation, (i.e. history and physical, diagnostic studies, lab results, treatment to date, and plan of care) to the CareMore Health Plan Utilization Management Department via the On-Line Provider Portal. The request for authorization will be reviewed by UM staff and the specialist will be notified of the approval to perform the services. If the time frame of that authorization is exhausted and the specialist determines that additional care is required, a subsequent Service Request must be submitted to UM staff via the online Provider Portal. Current Procedure Terminology (CPT) Codes The CPT code for a follow-up visit is 99213. Please note: If the services provided exceed a 99213, the specialist must include his notes and supporting documentation when submitting the claim for reimbursement. The Medical Director reviews all requests for CPT codes 99214 and 99215 using the E & M guidelines to determine appropriate and accurate coding. CareMore Health Plan Provider Manual Version 1.0 Page 69 CareMore Health Plan New Medical Problem If the Member presents with a new medical problem while undergoing treatment, the specialist must submit a Service Request for authorization prior to treating the new problem. There is no need to direct the Member back to his or her PCP for an initial referral. However, if three (3) months or more have passed since the Member’s last visit to the specialist, please refer the Member back to his or her PCP. The PCP will then submit a Service Request Form requesting a referral to the specialist, if appropriate. The service request for evaluation and treatment of a new medical problem will be reviewed by UM staff for medical necessity based on established clinical criteria. Written Report to PCP After treating the Member, the specialist MUST submit a written report to the Member’s PCP regarding the results of all care provided and the proposed treatment plan. This report must include any plans for hospitalization or surgery and should be submitted to the PCP within 14 days of treatment or earlier if the medical condition of the Member is of a more urgent nature. This information should also be included on the Service Request Form that is submitted to the UM Department. Utilization Management Contact Information Specialists may contact UM staff from 8 am to 5pm Pacific Time Monday through Friday to submit telephone requests for verification and to request authorization determinations. Please refer to CareMore Contact Information (Chapter 2) for phone number and hours of operation. Durable Medical Equipment Below is a table with useful information regarding proper durable medical equipment (DME) request procedures. This table is available online on our website at: https://providers.caremore.com/sg/User%20Guides/CareMore%20UM%20DME%20Medical%20Suppl ies%20Reference%20Sheet.pdf DME Request Procedures Oxygen Equipment and Set-Up Description HCPCs Information Required in DME Request Notes Oxygen concentrator E1390-RR Current pulse ox on room air ABG Report, if available Liter flow & Continuous or PRN Current pulse ox on room air ABG Report, if available Liter flow & Continuous or PRN Oxygen, portable (E-tank) CareMore Health Plan Provider Manual E0431-RR Version 1.0 Page 70 CareMore Health Plan Oxygen, portable (Gas) E0443-NU Current pulse ox on room air ABG Report, if available Liter flow & Continuous or PRN Back Pack M6 Conserving Device E1399 Please enter “back pack” or “conserving devise” in notes Nebulizer E0570-NU & A7003-NU x 2 (kits include mouthpiece and tubing) Mobility Items Description HCPCs Information Required in DME Request Notes Companion Wheelchair Only for Members unable to self-propel E1038-RR Member’s height and weight Can the Member self-propel? How long will Member require usage of the item? Heavy-duty Wheelchair (250+ lbs.) K0006-RR Standard Wheelchair K0001-RR Elevated Leg Rests (ELR) K0195-RR Lightweight Wheelchair K0003-RR Mobility Items Description HCPCs Front-wheeled walker (FWW) E0143-NU Quad cane E0105-NU Single cane E0100-NU 3-in-1 commode E0163-NU Information Required in DME Request Notes Member’s height and weight Hospital Beds and Accessories Description HCPCs Hospital bed E0260-RR Alternating pressure pad mattress (for pressure sores and to alleviate pressure) CareMore Health Plan Provider Manual E0181-RR Information Required in DME Request Notes Member’s height and weight How long will Member require usage of the item? Version 1.0 Page 71 CareMore Health Plan Low air loss mattress (for pressure ulcers Stage II and above) E0277-RR C-PAP and BI-PAP Description HCPCs Information Required in DME Request Notes C-PAP Applies continuous pressure to the airways; has only one level of pressure E0601-RR BI-PAP Applies two different pressures; higher pressure when the E0470-RR Member is breathing in, lower pressure when breathing out Standard mask A7034-NU Headgear A7035-NU Tubing A7037-NU Filters A7038-NU Copy of Sleep Study Machine Settings C-PAP and BI-PAP Heated humidifier E0562-NU Cool humidifier E0561-NU Medical Supplies To order medical supplies, please submit a service request via Provider Portal at providers.caremore.com. IMPORTANT: Please indicate manufacturer name and item # for all items. (May be obtained from packing on Member’s current supplies.) Due to different manufacturers and type of supplies, this information is required to maintain accuracy and timeliness of medical supply orders. CareMore Health Plan Provider Manual Version 1.0 Page 72 CareMore Health Plan Information required in notes for Medical Supply requests Wound care supplies Ostomy supplies Catheter supplies Type of wound Size of wound # of dressing changes per day Specific type of supplies Specific # of each item needed for 1 month supply Size of stoma opening Specific type of bags (Drainable, closed pouch) and supplies needed Manufacturer and brand of bags and related supplies Re-order #, if available Specific # of each item needed for 1 month supply Size of catheter (e.g. 14 French) Type of catheter and related supplies Manufacturer and brand of catheters, bags and related supplies Re-order #, if available Specific # of each item needed for 1 month supply DME Modifiers RR: rental item NU: new item Medically Necessary Services Medically necessary behavioral health services: Are reasonable and necessary for the diagnosis or treatment of a mental health or chemical dependency disorder or to improve, maintain or prevent deterioration of functioning resulting from such a disorder Are acceptable clinical guidelines and standards of practice in behavioral health care Are available in the most appropriate and least restrictive setting in which services can be safely provided Are at the appropriate level or supply of service that can safely be provided If omitted, would adversely affect the Member’s mental and/or physical health or the quality of care rendered CareMore Health Plan Provider Manual Version 1.0 Page 73 CareMore Health Plan Medically necessary health services mean health services other than behavioral health services that are: Reasonable and necessary to prevent illness or medical conditions or provide early screening, interventions and/or treatments for conditions that cause suffering or pain, cause physical deformity or limitations in function, threaten to cause or worsen a handicap, cause illness or infirmity of a Member or endanger life Available at appropriate facilities and at the appropriate levels of care for the treatment of the Member’s health condition(s) Consistent with health care practice guidelines and standards endorsed by professionally recognized health care organizations or governmental agencies Consistent with the diagnosis of the conditions No more intrusive or restrictive than necessary to provide a proper balance of safety, effectiveness and efficiency Note: We do not cover the use of any experimental procedures or experimental medications except under certain circumstances. Emergency Room Utilization Prior authorization is not required for treatment of emergency medical conditions. In the event of an emergency, Members can access emergency services 24 hours a day, 7 days a week. Emergency services coverage includes services that are needed to evaluate or stabilize an emergency medical condition. Criteria used to define an emergency medical condition are consistent with the prudent layperson standard and comply with federal and state requirements. Emergency medical condition is defined as a physical or behavioral condition manifesting itself by acute symptoms of sufficient severity (including severe pain) that a prudent layperson who possesses an average knowledge of health and medicine could reasonably expect the absence of immediate medical attention to result in the following: The health of the individual (or, with respect to a pregnant woman, the health of the woman or her unborn child) is placed in serious jeopardy. The Member will suffer serious impairment to bodily functions The Member will suffer serious dysfunction of any bodily organ or part. Emergency service claims are retrospectively reviewed, after all pertinent clinical information is obtained, by the ER Claims Coder and/or Medical Director of Quality Management or Utilization Management for coding appropriateness. All reviews are performed in accordance with the established emergent diagnosis criteria and as interpreted by a “prudent layperson.” While ER claims are not denied, claims are monitored for physician and Member education relative to emergency services. All patients admitted to noncontracted hospitals will be transferred to contracted hospitals as soon as medically stable. CareMore’s Utilization Management Department must be notified of any ER authorizations by CareMore Health Plan Provider Manual Version 1.0 Page 74 CareMore Health Plan the morning of the next business day. Utilization Management may be contacted at 1-888-291-1358 [Option 3, Option 3, Option 2]. Second Opinions A Member, parent and/or legally appointed representative or the Member’s PCP may request a second opinion in any situation where there is a question concerning a diagnosis or the options for surgery or other treatment of a health condition. The second opinion shall be provided at no cost to the Member. The second opinion must be obtained from a network Provider (see Provider Referral Directory) or a non-network Provider if there is not a network Provider with the expertise required for the condition. Once approved, the PCP will notify the Member of the date and time of the appointment and forward copies of all relevant records to the consulting Provider. The PCP will notify the Member of the outcome of the second opinion. We may also request a second opinion at our own discretion. This may occur under the following circumstances: If there is a concern about care expressed by the Member or the Provider If potential risks or outcomes of recommended or requested care are discovered by the health plan during its regular course of business Before initiating a denial of coverage of service If denied coverage is appealed If an experimental or investigational service is requested When we request a second opinion, we’ll make the necessary arrangements for the appointment, payment and reporting. We’ll inform the Member and the PCP of the results of the second opinion and the consulting Provider’s conclusion and recommendations regarding further action. UM Committee The CareMore Board of Directors has granted the UM Committee the authority to: Develop and monitor the UM Program. Oversee the activities to develop clinical criteria. Serve as an expedited and standard appeals panel, if necessary. Communicate with participating physicians, as necessary. The UM Committee reports to the QM Committee and submits a quarterly report of all activities to the QM Committee for presentation to and approval by the CareMore Board of Directors. The Medical Director serves as the chairperson of the UM Committee and presides over the meetings. CareMore Health Plan Provider Manual Version 1.0 Page 75 CareMore Health Plan The UM Committee is composed of: Physician Members, who serve a two-year term on the committee and are either primary or specialty care physicians. There is also a panel of advisors, consisting of board certified physicians in many specialty areas, (i.e., behavioral health) that is available to the Medical Director for consultation, if needed. Non-physician Members from Health Care Services, Pharmacy, Member Services and Provider Relations. This committee meets on a regularly scheduled basis, no less than quarterly to: Develop, evaluate and implement the UM Program. Assist the QM Committee to develop, implement and monitor clinical guidelines relating to quality of care. Investigate, resolve and monitor daily operations relating to UM activities. Monitor appropriate levels of healthcare and timeliness of the delivery of healthcare services. Review proposed UM policies and procedures for utilization by the clinical and non-clinical staff. Review clinical appeals. Monitor inpatient services. Evaluate new and existing technology. Coordinate quality issues with the QM Department/Committee. Monitor effectiveness of the UM process through Member and practitioner satisfaction survey results. Provide information for inclusion in the annual QM Work-plan. Review the annual evaluation of the QM Program for accuracy concerning UM and UM Committee function. Monitor practice patterns of practitioners and Providers from Medical Groups (MG)/Independent Physician Associations (IPAs). Assist the MG/IPA in providing continuing education programs for their practitioners. Assess pharmacy utilization. In order to hold a meeting, there must be at least three physicians present. Minutes are maintained for the meeting and all discussions are considered confidential. The Health Care Services Department develops and the UM Committee approves a work-plan for the year, which outlines the Program activities and corresponding time frames for progress and completion dates. This work-plan, along with quarterly reports which focus on measuring progress toward the goals, is then presented, along with the UM Program, to the QM Committee and the CareMore Board of Directors for review and approval. CareMore Health Plan Provider Manual Version 1.0 Page 76 CareMore Health Plan On an annual basis, the UM Committee performs a retrospective evaluation of its activities to measure the performance achievements and activities for the year. If goals and objectives are not met, changes are recommended to the subsequent UM Program/ Work-plan. This annual evaluation is also presented to the QM Committee and the CareMore Board of Directors for review and approval. CareMore Health Plan Provider Manual Version 1.0 Page 77 CareMore Health Plan CHAPTER 10: CASE MANAGEMENT Case Management Overview CareMore Case Management is an integral part of the Model of Care outlined above as it supports the social and medical needs of CareMore’s most vulnerable Members. The CareMore Case Management Program is designed to ensure Members receive personalized care coordination that is focused on clinical, behavioral and social needs. The CareMore Case Management Program works with Providers, Members, families and caregivers to provide long-term, comprehensive care coordination to identified Members who are at risk of less than optimal outcomes in any setting. The Case Management Team does this by establishing and coordinating care plans, performing on-going evaluations, and providing education to Members, their families, and/or caregivers. In doing so, the team is able to decrease fragmentation of care across the continuum, and ensure appropriate provision of cost-effective quality care. This is accomplished by ongoing communication to all involved clinicians, including the PCP, specialists, and extensivists*. * Extensivist: a hospitalist that follows a Member across the medical continuum i.e. from inpatient care to skilled nursing to the ambulatory setting. CareMore Case Management can be involved with Members for short term needs, such as identifying community resources or assistance with transportation needs. Or, the Case Management Team can be involved on a long–term basis to support Members through a difficult course of treatment or prolonged disease progression. Case Management Components There are several different components within the CareMore Case Management Program. Each component focuses on different aspects of Member care needs but all are focused on support and assistance to Members, families and care givers to maintain Members at the optimal level of health and wellbeing. The Care More Case Management components include, but are not limited to: Education and management of disease processes in the ambulatory setting. Coordination of care across the care delivery, such as direct admits to acute inpatient or skilled nursing facilities if warranted or arranging for home health services if indicated. Support and management at the time of transition from an acute admission to another level of care, whether skilled or home. Follow-up with Members in the CareMore Care Centers at the time of their first postdischarge appointment after a hospital stay. Outreach after an ER visit to support Member care in the PCP office or Care Center to prevent or reduce further ER visits CareMore Health Plan Provider Manual Version 1.0 Page 78 CareMore Health Plan Management of Members admitted to non-contracted hospitals and coordination of care back within the CareMore network. Pre-op discussion about–post surgery and discharge plans for complex cases or Members with multiple comorbid conditions that may have poor outcomes. Support and management of Members undergoing dialysis. End of life support to enhance comfort and improve the quality of Member’s life. CareMore also has several programs to help support the high risk population. In these programs, the Case Manager and Providers (such as a Social Worker and Nurse Practitioner) work with the high risk physician to ensure Members at greatest risk are identified and managed through the end of care. If you need assistance with any CareMore Member, contact the CareMore Case Management Team. Please refer to CareMore Contact Information (Chapter 2) for phone number and hours of operation. For information regarding any of CareMore’s Care Programs, please contact Provider Relations, if a CareMore Members have questions regarding CareMore’s Care Programs, please direct them to call Member Services. Please refer to CareMore Contact Information (Chapter 2) for phone number and hours of operation. Role of Case Managers CareMore case managers are responsible for long-term care planning and for developing and carrying out strategies to coordinate and integrate the delivery of medical and long-term care services. Our Case Management department is dedicated to helping Members obtain needed services. Each Member is assigned to a Case Manager. Case Managers will: Collaborate with physicians and other Providers Help Members access needed services Develop individual care plans Coordinate and integrate acute and long-term care services; and integrate behavioral health services when necessary Evaluate and coordinate community based resources Facilitate authorizations to Providers for covered services Promote improvement in the Member’s quality of life Facilitate access to appropriate health plan resources and benefits for to the care and treatment of Members with chronic diseases Please contact a Case Manager for changes in a Member’s status or questions regarding services, authorization for service or other issues pertaining to Member needs. CareMore Health Plan Provider Manual Version 1.0 Page 79 CareMore Health Plan Case Management Interventions Case management interventions can be performed by: Face-to-face encounters with the Member and/or family at our local CareMore Care Centers Telephonic follow-up with the Member by a Case Manager Educational materials Communication with service Providers Coordination and integration of acute and long-term care services Communication within interdisciplinary care team meetings Hospitalist Program CareMore has a Hospitalist Program that serves as the admitting and attending physicians for health plan Members. They are on-call 24 hours a day, seven days a week. If you need to reach a hospitalist, call the CareMore Care Center and ask for the hospitalist oncall for the specific hospital. Please discuss any potential hospital admission with the hospitalist prior to that admission if the clinical situation allows. If the clinical situation is emergent, send the patient to the ER by the appropriate means and, when time permits, call the hospitalist to inform him or her of the admission. If a hospital ER contacts you regarding a CareMore patient, please ask the ER staff to notify the CareMore hospitalist directly. Communicable Disease Services We make communicable disease services available to our Members through their primary care provider. Communicable disease services help control and prevent diseases such as Tuberculosis (TB), Sexually Transmitted Diseases (STDs) and Human Immunodeficiency Virus/Acquired Immune Deficiency Syndrome (HIV/AIDS) infection. Providers should encourage Members to receive TB, STD and HIV/AIDS services through CareMore to ensure continuity and coordination of a Member’s total care. Please report all cases of TB, STD and HIV/AIDS infection to the state public health agency within 24 hours of notification by Provider or from date of service. You also must report all diseases reportable by health care workers regardless of whether the case is also reportable by laboratories. CareMore Health Plan Provider Manual Version 1.0 Page 80 CareMore Health Plan CHAPTER 11: HEALTH PROGRAMS AND EDUCATION CareMore Programs & Services CareMore is continually implementing programs to enhance its services to our Members. These programs are designed to provide Members with additional services not usually covered by other medical groups or health plans. Members may self-refer as authorization is not needed. Member encounter documentation from the Care Center Clinician will be shared with the primary care provider. It is recommended to send historical medical information to the Care Center prior to the members appointment. Primary care provider and/or extensivits are responsible for initiating or discontinuing treatment. Some of these programs include: Anti-Coagulation Center The Anti-Coagulation Center provides on-site testing with immediate reporting and counseling regarding proper anticoagulant medication dosing. The program promotes self-care by providing health education about the safe use of anticoagulant therapy. This education includes information on the signs and symptoms of bleeding or thromboembolism, as well as drugs and diet that inhibit or augment the effects of anticoagulation therapy, and the importance of ongoing monitoring. Chronic Kidney Disease Care Program CareMore's comprehensive Chronic Kidney Disease Care Program includes an individualized health evaluation and health risk assessment designed to support the complex specialized needs of those with chronic kidney disease and end-stage renal disease (ESRD). In this program, CareMore works collaboratively with the Member’s nephrologist to insure better health outcomes. Chronic Obstructive Pulmonary Disease Program The Chronic Obstructive Pulmonary Disease (COPD) Program provides support for those living with asthma, chronic bronchitis, emphysema and COPD. The program provides Members with self-management techniques that can be applied immediately to their daily routine. CareMore Care Center The Comprehensive Care Center manages frail and high-risk Members using a multi-disciplinary team approach. In addition to continuous follow-up with their PCP, high-risk Members are seen as often as is necessary to help fine-tune their therapy upon discharge from the hospital or after referral by their specialist or PCP. Congestive Heart Failure Care Program CareMore's Congestive Heart Failure Care Program is designed for Members who have been diagnosed with congestive heart failure (CHF). CareMore helps these Members manage their CHF through medications, maintenance of appropriate weight levels, dietary guidance and physical CareMore Health Plan Provider Manual Version 1.0 Page 81 CareMore Health Plan activity. Members are educated on how to take control of their condition, how to choose the right types of food to reduce or limit sodium intake, how to monitor high blood pressure levels and how to develop and implement a physical activity plan. The care team also works closely with the Member’s cardiologist. Members who require close monitoring may be enrolled into a wireless monitoring program with a scale and cellular pod to transmit their weight to a webbased program which is monitored by an Advanced Practice Clinician 7 days a week. Diabetes Management Program Effectively manages diabetic patients and promotes well-being, prevents complications of the disease through education, self-management, clinical management, medication dosing, and dietary management. Exercise and Strength-Training Program The CareMore Health Plan Exercise and Strength Training program provides strength and balance training for those Members who would benefit from increased muscle strength. Both types of training aim to improve our Members’ level and duration of independence. Fall Prevention Center This program targets Members who are predisposed to fall or who have fallen. It provides Member assessment, education and multi-systemic examination to determine reason for fall or predisposition to fall and works to reverse and/or reduce the risk of future falls. Foot Center Staffed by in-house podiatrists, the Foot Centers provide medical podiatric care and routine podiatry (e.g. nail clipping and callus removal) to CareMore Health Plan Members Healthy Start Program All newly-enrolled CareMore Health Plan Members receive a no-cost and voluntary head-to-toe medical assessment conducted by the clinical team at the Member’s neighborhood CareMore Care Center. The goal of the assessment is not only to enable the clinical team to make specific recommendations that are tailored to the Member’s needs, but also to introduce the Member to their new health plan’s benefits and unique health programs. After the assessment is complete, the Member will receive a care plan offering a summary of their health, medical and social needs, along with preventive and proactive recommendations for follow-up care that will focus on the Member’s overall well-being. This information will be shared with the Member’s primary care physician. Hospitalist Program This program functions on a 24/7 basis; the Hospitalists perform all admitting Hospitalists Program patient chart maintenance and discharge summaries. Hospitalists will manage any CareMore member admitted to any of our contracted hospitals until discharged. CareMore Health Plan Provider Manual Version 1.0 Page 82 CareMore Health Plan Hypertension Program This program manages the uncontrolled hypertensive Member through education and the monitoring of their blood pressure. Members who receive close monitoring may be enrolled into a wireless monitoring program with a blood pressure machine and cellular pod to transmit their readings to a web-based program monitored by an Advanced Practice Clinician. Physician House Call Program This program offers our Members a home visit or visits by a clinician following an inpatient stay in the hospital. Upon discharge, the attending hospitalist identifies frail Members and the home visit(s) is arranged. The clinician’s visit includes assessing the Member’s condition at home, catching early signs of recurrent illness, and making sure the Member is taking medications properly. Pre-Op Center For the clinical assessment of senior Members scheduled for surgery. A medical history is taken and a physical is performed to, as best as possible, identify potential medical complications. The goal of the clinicians in the Pre-Op Center is to, as best as possible, assure the Member’s ability to undergo surgery without complications. Touch Management Program The Touch Management Program provides care directly to the bedside of CareMore members who require the same level of care as someone living in a skilled nursing facility, but lives in a program-approved community such as a contracted skilled nursing facility, assisted living facility, board and care home, group home, and adult care home. The Touch Management Program is currently being offered in Santa Clara County in California, Maricopa County in Arizona, Clark County in Nevada. Members who qualify receive regular onsite visits from a mid-level provider such as a nurse practitioner or physician’s assistant and can expect an exceptional level of coordination of care that includes: a comprehensive initial and annual health assessment, quarterly Primary Care Provider visits, medication management, routine lab tests and x-rays, wound care management and supplies, and the clinical management of chronic diseases and conditions. Wound Care Center Our Wound Care Center effectively manages acute and chronic wounds utilizing wound care products as well as addressing underlying medical issues that can impact healing. Patients are educated on self-care management that includes foot checks, management of underlying medical problems, and signs/symptoms of when to call the Care Center by our Advanced Practice Clinicians at the wound clinic. CareMore Health Plan Provider Manual Version 1.0 Page 83 CareMore Health Plan More Information For information regarding any of CareMore Health Plan’s Care Programs, please contact Provider Relations. For more information, please refer to CareMore Contact Information (Chapter 2) for phone and fax numbers. If CareMore Health Plan members have questions regarding the CareMore’s Care Programs, please direct them to call Member Services. For more information, please refer to CareMore Contact Information (Chapter 2) for phone number and hours of operation. Health Education Providers are required to provide a variety of health education services to their patients. As Providers, you are in the best position to meet the many educational needs of our Members at the time of their medical visits. You are the most credible educator for your patients. To support contracted Providers, CareMore makes available many Health Education Programs, materials and services to assist in meeting the educational needs of our Members. Health Education Services All CareMore Providers can access the health education services provided at CareMore Care Centers (CCC) by logging on to our provider portal at providers.caremore.com and completing a referral request. It is recommended that members attend educational classes for their primary diagnosis. If a member has multiple co-morbidities, individual dietary counseling may be needed. Health education services include: Classes for Members on self-management support for: diabetes, COPD, heart failure, heart disease, and chronic kidney disease. Classes on general nutrition Appointment with a registered dietician for individual nutrition counseling Providers can also complete a health education referral form via provider portal to request assistance in locating a health education class on a topic not offered at one of the CCC facilities. Process for referring a CareMore Member to Health Education Services: Obtain agreement for a referral to Health Education from the Member; Stress compliance as part of the Member’s overall care plan; Please refer Members for only one condition at a time. This will help keep Members from feeling overwhelmed by their overall care plan; Document the referral in the Member’s medical record; CareMore Health Plan Provider Manual Version 1.0 Page 84 CareMore Health Plan Reinforce key concepts and compliance with Member at follow-up office visits. Health Education Materials CareMore selects and develops patient education materials that are culturally appropriate for various target populations in key subject areas. All materials are written at the sixth grade reading level or below to meet the literacy needs of our Members. The most appropriate setting for a Member to receive written literature is from his or her Provider, and the materials should be accompanied by a brief discussion of their importance. Health education materials are available on a variety of topics including: Alcohol use Asthma Cholesterol Chronic Obstructive Pulmonary Disease (COPD) Diabetes Heart health Hypertension Injury prevention Flu and pneumonia vaccinations Medication safety Living well with mental health illness Nutrition Physical activity and fitness Weight management Preventive care Materials are available at www.caremore.com/Care-Programs All materials are also available in other languages. Newsletters CareMore mails to all Members at least twice each year an educational newsletter containing a variety of required health education topics. A disclaimer is printed on the newsletter informing the Member that the contents are for information only and do not take the place of Provider advice. CareMore Health Plan Provider Manual Version 1.0 Page 85 CareMore Health Plan CHAPTER 12: PROVIDER ROLES AND RESPONSIBILITIES The Primary Care Provider (PCP) The PCP is the foundation of the medical home, responsible for providing, managing and coordinating all aspects of the Member’s medical care and all care that is within the scope of his or her practice. The PCP is responsible for coordinating Member care with specialists and conferring and collaborating with the specialists using a collaborative concept known as a medical home. CareMore Health Plan (CareMore) promotes the medical home concept to all our Members. The PCP is the Member’s initial contact point when accessing health care. The PCP’s relationship with the Member and family, together with the health care Providers within the medical home and the extended network of consultants and specialists with whom the medical home works, have an ongoing and collaborative contractual relationship. The Providers in the medical home are knowledgeable about the Member’s and his or her family’s special, health-related social and educational needs and are connected to necessary resources in the community that will assist the family in meeting those needs. When a Member is referred for a consultation or specialty and/or hospital services or health and health-related services by the PCP through the medical home, the medical home Provider maintains the primary relationship with the Member and family. He or she keeps abreast of the current status of the Member and family through a planned feedback mechanism with the PCP who receives them into the medical home for continuing primary medical care and preventive health services. Primary Care Provider Role The Primary Care Provider (PCP) is a network Provider who is responsible for the complete care of his or her patient, who is a CareMore Health Plan (CareMore) Member. The PCP serves as the entry point into the health care system for the Member. The PCP is responsible for the complete care of his or her patient, including but not limited to providing primary care, coordinating and monitoring referrals to specialist care and maintaining the continuity of care. At a minimum, the PCP’s responsibilities shall include: Managing the medical and health care needs of Members to assure all medically necessary services are made available in a timely manner Monitoring and following up on care provided by other medical service Providers for diagnosis and treatment. Providing the coordination necessary for the referral of patients to specialists and for the referral of patients to services that may be available. Providing education and coordination for recommended preventive health care services and appropriate guidance for healthy behaviors Maintaining a medical record of all services rendered by the PCP and other referral Providers CareMore Health Plan Provider Manual Version 1.0 Page 86 CareMore Health Plan A PCP must be a physician or network Provider or subcontractor who provides or arranges for the delivery of medical services to ensure all services which are found to be medically necessary are made available in a timely manner. The PCP may practice in a solo or group setting or may practice in a clinic, e.g., a Federally Qualified Health Center (FQHC). We encourage Members to select a PCP who provides preventive and primary medical care, as well as authorization and coordination of all medically necessary specialty services. Members are encouraged to make an appointment with their PCP within 90 calendar days of their effective date of enrollment. FQHCs may function as a PCP. Providers must arrange for coverage of services to assigned Members: 24 hours a day, 7 days a week, in person or by an on-call physician Providers must also answer emergency telephone calls from Members within 30 minutes Each PCP must provide a minimum of 20 office hours per week of personal availability as a PCP Provider Specialties Physicians with the following specialties can apply for enrollment with us as a PCP: Family practitioner General practitioner General internist Specialists who perform primary care functions, (e.g., surgeons, clinics, including but not limited to FQHC, RHC, Health Departments and other similar community clinics) Other Providers approved by the California Department of Health Care Services (DHCS) The Provider must be enrolled in the Medicaid program at the service location where he or she wishes to practice as a PCP before contracting with CareMore. Independent Advanced Practice Nurses (APN) interested in participating with us cannot enroll as a PCP. Responsibilities of the Primary Care Provider The PCP is a network physician responsible for the complete care of his or her Members, whether providing it himself or herself or by referral to the appropriate Provider of care within the network. FQHCs may be included as PCPs. Below are highlights of the PCP’s responsibilities. The PCP shall: Manage the medical and health care needs of Members, including monitoring and following up on care provided by other Providers including (FFS), community-based provider and county services providers Provide education and coordination for recommended preventive health care services and appropriate guidance for healthy behaviors CareMore Health Plan Provider Manual Version 1.0 Page 87 CareMore Health Plan Provide coordination necessary for referrals to specialists and FFS Providers (both in- and out-of-network); maintain a medical record of all services rendered by the PCP and other Providers Provide 24-hour-a-day, 7-day-a-week coverage with regular hours of operation clearly defined and communicated to Members Provide services ethically, legally and in a culturally competent manner and meet the unique needs of Members with special health care needs Participate in any system established by CareMore to facilitate the sharing of records, subject to applicable confidentiality and HIPAA requirements Make provisions to communicate in the language or fashion primarily used by his or her patients Participate and cooperate with us in any reasonable internal and external quality assurance, utilization review, continuing education and other similar programs CareMore has established Participate in and cooperate with our grievance procedures; we will notify the PCP of any Member grievance Not balance-bill Members; however, the PCP is entitled to collect applicable copayments for certain services Continue care in progress during and after termination of his or her contract until a continuity of care plan is in place to transition the Member to another Provider or through postpartum care for pregnant Members in accordance with applicable state laws and regulations Comply with all applicable federal and state laws regarding the confidentiality of patient records Develop and have an exposure control plan in compliance with Occupational Safety and Health Administration standards regarding blood-borne pathogens Establish an appropriate mechanism to fulfill obligations under the Americans with Disabilities Act Support, cooperate and comply with our quality improvement program initiatives and any related policies and procedures; to provide quality care in a cost-effective and reasonable manner Inform us if a Member objects to provision of any counseling, treatments or referral services for religious reasons Treat all Members with respect and dignity; provide Members with appropriate privacy and treat Member disclosures and records confidentially, giving the Members the opportunity to approve or refuse their release Provide Members complete information concerning their diagnosis, evaluation, treatment and prognosis and give Members the opportunity to participate in decisions involving their health care except when contraindicated for medical reasons CareMore Health Plan Provider Manual Version 1.0 Page 88 CareMore Health Plan Advise Members about their health status, medical care or treatment options, regardless of whether benefits for such care are provided under the program or have limitations; advise Members on treatments which may be self-administered Contact Members when clinically indicated, as quickly as possible for follow-up regarding significant problems and/or abnormal laboratory or radiological findings Have a policy and procedure to ensure proper identification, handling, transport, treatment and disposal of hazardous and contaminated materials and wastes to minimize sources and transmission of infection Agree to maintain communication with the appropriate agencies such as local police, social services agencies and poison control centers to provide high-quality patient care Agree that any notation in a Member’s clinical record indicating diagnostic or therapeutic intervention as part of the clinical research shall be clearly contrasted with entries regarding the provision of nonresearch-related care Note: We do not cover the use of any experimental procedures or experimental medications except under certain circumstances. Provider Access and Availability When medically necessary, enrollees have access to acute, emergent care 24 hours a day, seven 7 days a week. During office hours, practitioner’s office staff will answer at least 90 percent of telephone calls within 45 seconds and 100 percent within two minutes. The maximum waiting time for the following services with the exception of LTSS (including behavioral health, when applicable) should be: Medical Appointment Wait Time Standards Emergency Exam: Serious condition requiring immediate intervention-no authorization needed Immediately Urgent (PCP or specialist): Condition that could Less than 24 hours of patient request for an lead to a potentially harmful outcome if not appointment treated Non-urgent (PCP) Within 7 calendar days of patient request for appointment Adult Health Assessment: Unless a more prompt exam is warranted that is termed “urgent” Within 30 calendar days of patient request for appointment CareMore Health Plan Provider Manual Version 1.0 Page 89 CareMore Health Plan Medical Appointment Wait Time Standards Non- Urgent Consult/Specialist Referral Within 14 calendar days of patient request for appointment Waiting time in practitioner’s office excludes walk-in/same day appointments 30 minutes or less After-hours access Answering service or answering system with an option to page a practitioner or provides instructions for further care access, to include calling 911 or present to the nearest Emergency Room for serious medical conditions Answering service or answering system with an option to page a practitioner or provides instructions for further care access, to include calling 911 or present to the nearest Emergency Room for serious medical conditions Behavioral Health non-life threatening emergency Within 6 hours of patient request for appointment Behavioral urgent care Within 48 hours of patient request for an appointment Behavioral Health routine office visit Within 10 business days of a patient request for an appointment Member Missed Appointments When Members miss appointments, Providers must do the following: Document the missed appointment in the Member’s medical record. Make at least three attempts to contact the Member to determine the reason for the missed appointment. Provide a reason in the Member’s medical record for any delays in performing an examination, including any refusals by the Member. Documentation of the attempts to schedule an Initial Health Assessment must be available to CareMore upon request. CareMore Health Plan Provider Manual Version 1.0 Page 90 CareMore Health Plan Our Members who frequently cancel or fail to show up for an appointment without rescheduling the appointment may need additional education in appropriate methods of accessing care. In these cases, please call Case Management to address the situation. Our staff will contact the Member and provide more extensive education and/or case management as appropriate. Our goal is for Members to recognize the importance of maintaining preventive health visits and to adhere to a plan of care recommended by their PCP. Please Note: Members may be billed for missed appointments. Noncompliant Members We recognize you might need help in managing Members who fail to adhere to their prescribed treatment plan. If you have an issue with a Member regarding behavior, treatment cooperation and/or completion of treatment, and/or making or appearing for appointments, please call Case Management. A Member advocate will contact the Member either by telephone or in person to provide the education and counseling to address the situation and will report to you the outcome of any counseling efforts. Primary Care Provider Transfers Member may change their Primary Care Physician for any reason, at any time. Member should be directed to contact CareMore Member Services at 1-888-499-2793 if they would like to change Primary Care Physician. Member Services will coordinate any existing approvals that require PCP approval (such as home health services and durable medical equipment) in efforts to ensure specialists care or other covered services is not disrupted. Provider Disenrollment Process Providers may cease participating with us for either mandatory or voluntary reasons. Mandatory disenrollment occurs when a Provider becomes unavailable due to immediate, unforeseen reasons. Examples of this include death and loss of license. Members are autoassigned to another PCP to ensure continued access to our covered services, as appropriate. We will notify Members of any termination of PCPs or other Providers from whom they receive ongoing care. CareMore will provide notice to affected Members when a Provider disenrolls for voluntary reasons such as retirement. Providers must provide written notice to us within the time frames specified in their Participating Provider Agreement. Members who are linked to a PCP that has disenrolled for voluntary reasons will be notified of their new PCP assignment or given the option to self-select a new PCP. Covering Physicians CareMore mandates that Providers provide or arrange for specialist physician services, including emergency services, to be accessible to Members 24 hours a day, seven days a week. Those CareMore Health Plan Provider Manual Version 1.0 Page 91 CareMore Health Plan providing these services must meet CareMore’s credentialing standards and must be approved by CareMore before providing or arranging specialist physician services for Members. Continuity of Care Continuity and Coordination of care is ensured through the offering of a health care professional, (the Primary Care Physician) who is formally designated as having primary responsibility for coordinating the member’s overall health care. The Primary Care Physician (PCP) has the responsibility and authority to direct and coordinate the members’ services. The primary care medical record is designated to receive and contain documentation of all care and services rendered to the member by the PCP, specialists, inpatient care and ancillary services. This includes any documentation of care/services provided regarding mental health and/or substance abuse, providing the member has authorized the mental health/substance abuse provider to disclose that information. Documentation may be direct or consist of summary, consultation letters, discharge notes and progress notes submitted by outside providers. The day-to-day activity of continuity of care is conducted by the health plan. Each member is ensured an ongoing source of primary care through this mechanism. When a member chooses a new PCP within the same network, the medical records are transferred to the new provider in a timely manner. Member information will be shared with any organization with which the member may subsequently enroll, upon member request. New member information is assessed by the Health Care Services (HCS). Department staff for continuity of care issues, once enrollment has been verified by the enrollment department. Enrollment verification sheets are reviewed by HCS staff to determine if there are any continuity of care issues, which may include but not be limited to: Ongoing DME in use in the member’s home by the member (i.e., wheelchair, hospital bed, oxygen, etc.) Open authorizations to specialty or diagnostic testing services (i.e., MRI, PT, Specialty consultation/follow-up visits, etc.) Specialty care being provided to the member on an ongoing basis (i.e., member with HIV under the care of Infectious Disease practitioner; ESRD member undergoing dialysis, pregnant member under an OB’s care, etc. Pharmacy utilization issues (i.e., non-formulary medications, poly-pharmacy issues; contraindicated medications, etc.) and the Pharmacy Director reviews all potential pharmacy issues. CareMore Health Plan Provider Manual Version 1.0 Page 92 CareMore Health Plan Other issues (i.e., member out of area 3 months out of the year, member resides in a custodial care facility, etc.). Any issues identified are communicated to the appropriate entity: Primary Care Physician of record is notified via letter of the specific continuity of care issue and given suggested resolution, when indicated (i.e., prior authorization required by Medical Group; assess member for poly-pharmacy issues; member on non-formulary drug (suggest xyz drug), etc.; Pharmacist is notified of pharmacy utilization issues via a weekly report; and Other issues are communicated to the appropriate individuals, as appropriate. Delivery of Primary Care After selecting their PCP, it is important that the Member establish an ongoing relationship with this source of their primary care. The Member will be encouraged to make an appointment with their PCP immediately after selection. Primary care services will be available according to CareMore’s established access and availability standards. (See Primary Care Provider Access and Availability.) When urgent services are not available from the Member’s PCP and the Member requires care while in the local area, the PCP will arrange/refer the Member to the appropriate source for care within the network. If the Member is outside the service area, the PCP may recommend the appropriate level of care, but the final decision as to where to obtain services for the urgent care needs will reside with the Member or a responsible adult. Emergency services are available without prior authorization through the Emergency Medical Services system (911) or through an emergency room either within or outside the service area. Coordination of Services A health care professional, usually the PCP or designee, has the primary responsibility for evaluating the Member’s needs before recommending and arranging the services required by the Member. This PCP/designee is also responsible for facilitating communication and information exchange among the different Providers/practitioners treating the Member. The PCP/designee will ensure that all referrals contain sufficient clinical information for the specialist/diagnostician to make a decision regarding the treatment of the Member. The PCP/designee will ensure that all specialty consultation reports are received and filed promptly in the Member’s medical record. Providers will request information from other treating Providers as necessary to provide care. Each practitioner participating in the Member’s care will give information on available treatment options (including the option of no treatment) or alternative courses of care and other information regarding treatment options in a language that the Member understands. This information should include: CareMore Health Plan Provider Manual Version 1.0 Page 93 CareMore Health Plan The Member’s condition Any proposed treatments or procedures and alternatives The benefits, drawbacks and likelihood of success of each option The possible consequences of refusal of care or non-compliance with a recommended course of care. Members are included in the planning and implementation of their care, with special emphasis on those Members with mental health or substance abuse problems, chronic illnesses or those Members at the “end of life”. Members who are unable to fully participate in their treatment decisions may be represented by parents, guardians, other family Members or other conservators, as appropriate, and per the Member’s wishes. Minors can be represented by their parents. advance directives may dictate who can represent the Member, and family members with power of attorney can represent a Member unable to represent themselves. The determination as to who represents those Members who are unable to fully participate in their treatment decisions will be made based on the law and the circumstances. Authorization of Services Services should be recommended by the PCP or the Specialty Care Provider (SCP) as appropriate. Members have a right to request any covered services, whether or not the service has been recommended by the PCP/SCP. The services may require approval through the health plan utilization management system Some of the services may be obtained via self-referral as described in the Members Evidence of Coverage (EOC) Whenever possible, services will be coordinated through community and social services that are available through both contracted and non-contracted providers in the designated service area. Members who are unable or unwilling to participate in their own care will be assessed through case management and appropriately counseled and given all of their health care options in order to be channeled into the most appropriate community agencies. The areas where members need to be able to fully participate in their care include, but are not limited to the following: Self Care Medication Management Use of medical equipment Potential complications and when those should be reported to providers Scheduling of follow-up services Member education, especially as it relates to discharge planning CareMore Health Plan Provider Manual Version 1.0 Page 94 CareMore Health Plan Transition of Care When Benefits End CareMore Health Plan UM staff will provide assistance to members in the transition of their care. When coverage of services ends while a member still needs care, the member must be offered education on the alternatives to continuing care and how to obtain that care. Terminated Provider - Transition/Continuity of Care In order to provide for the continuity of care during the transition of members from a terminated practitioner to a contracted practitioner, with minimum disruption to the member’s healthcare, coverage to continue care with a non-participating practitioner for a transitional period will be provided, when appropriate. CHP allows for continued access when a practitioner’s contract is discontinued, for reasons other than professional review actions, utilizing at a minimum: Continuation of treatment through the lesser of the current period of active treatment for members undergoing active treatment for a chronic or acute medical condition. Active course of treatment – treatment in which discontinuity could cause a recurrence or worsening of the condition under treatment and interfere with anticipated outcomes. CareMore Health Plan assists the member in selecting a new provider. The terminating practitioner and accepting practitioner will communicate all health care treatment to ensure continuity of care for the member. The terminating physician will be requested to transfer all medical records to the receiving physician by contacting the member and obtaining a “Release of Medical Information.” Member Requests Continuity of Care with a Terminated Physician: If the member requests continuity of care with a terminated physician, CareMore Health Plan will review the following information: Rational for termination, e.g. physician voluntarily terminated his/her contract, terminated for business reasons, disciplinary action, etc. Willingness of the physician to agree to continue present contractual agreement if he/she will continue to provide treatment to members undergoing continuity of care. There is no obligation by the Medical Group to continue the provider’s services beyond the contract date if: The terminated provider does not agree to comply or does not comply with the same contractual terms and conditions that were imposed upon the provider prior to termination. The terminated provider voluntarily leaves the Health Plan. The provider’s contract has been terminated for reasons relating to medical disciplinary causes or reasons. CareMore Health Plan Provider Manual Version 1.0 Page 95 CareMore Health Plan The member must meet one of the following criteria for continuity of care associated with physician termination: Acute Condition: A medical condition that involves a sudden onset of symptoms due to an illness, injury or other medical problem that requires prompt medical attention that has a limited duration. Serious Chronic Condition: A medical condition due to disease, illness, or other medical problem or medical disorder that is serious in nature and that does either of the following: Persists without full cure or worsens over an extended period of time. Requires ongoing treatment to maintain remission or prevent deterioration. High Risk Pregnancy: A condition identified during the prenatal assessment or during subsequent examinations, which predisposes a women to fetal or maternal compromise. CareMore Health Plan will document clearly and concisely what services may or may not be provided to avoid any member or physician confusion on what has been authorized and the length of the time period the authorization covers. Specialty Care Providers Specialists, licensed with additional training and expertise in a specific field of medicine, supplement the care given by Primary Care Providers (PCPs) and are charged with the same responsibilities. That includes the responsibility for ensuring that necessary prior authorizations have been obtained before providing services. Access to specialty care begins in the PCP’s office. The PCP will refer a Member to a specialist for conditions beyond the PCP’s scope of practice that are medically necessary. Specialty care providers diagnose and treat conditions specific to their area of expertise. The following guidelines are in place for our specialists: For urgent care, the specialist should see the Member within 24 hours of receiving the request. For routine care, the specialist should see the Member within 2 weeks of receiving the request. Reporting Changes in Address and/or Practice Status Providers can contact CareMore Provider Relations for demographic updates by submitting changes in writing and faxing them to Provider Relations. For more information, please refer to CareMore Contact Information (Chapter 2) for phone and fax numbers. CareMore Health Plan Provider Manual Version 1.0 Page 96 CareMore Health Plan Provider Termination Notification To ensure compliance with CMS timeframes for Member notifications and to minimize disruption to care as much as possible, Providers are contractually obligated to provide CareMore with ninety (90) calendar days prior written notice of any participating physician provider terminations. In the event a participating physician provider is terminated with less than ninety (90) calendar days notice, then the Provider is to provide CareMore with written notice within five (5) business days of becoming aware of the termination. Americans with Disabilities Act Requirements Our policies and procedures are designed to promote compliance with the Americans with Disabilities Act of 1990. Providers are required to take reasonable actions to remove any existing barrier and/or to accommodate the needs of Members with disabilities. This action plan includes: Accessibility into and throught the facility Access to examination room and restrooms that accommodates a mobility device Accessible parking clearly marked Auxiliary aids and services to ensure effective communications For more information and guidance to meet these requirements visit http://www.ada.gov/. Disclosure of Ownership and Exclusion from Federal Health Care Programs As a CareMore Provider, you must fully comply with federal requirements for disclosure of ownership and control, business transactions, and information for persons convicted of crimes against federal related health care programs, including Medicare and Medicaid programs, as described in 42 CFR § 455 Subpart B. Please familiarize yourself with federal requirements regarding Providers and entities excluded from participation in federal health care programs (including Medicare and Medicaid programs). Screen new employees and contractors to verify they have not been excluded from participation from these programs, and verify monthly that existing employees or contractors have not been excluded. The Federal Health and Human Services – Office of Inspector General (HHS-OIG) and the GSA Excluded Parties List System (EPLS) prior to the hiring of any employee supporting CareMore Medicare Part C or D functions, and monthly thereafter to ensure individuals are not excluded from participation in federal programs. Excluded individuals require immediate removal from CareMore Medicare Programs Work.. CareMore utilizes the Anthem (and all its affiliates) Compliance HelpLine. If you discover any exclusion information, please immediately report to us by calling the Anthem Helpline at 877-725-2702. CareMore Health Plan Provider Manual Version 1.0 Page 97 CareMore Health Plan For questions related to Disclosure of Ownership or Exclusions from Federal Health Care Programs, please contact our Plan Compliance Officer hotline at 1-562-741-4552. Callers may leave a message on voicemail and remain anonymous, if so desired. Health Insurance Portability and Accountability Act (HIPAA) The Health Insurance Portability and Accountability Act (HIPAA) was signed into law in August 1996. The legislation improves the portability and continuity of health benefits, ensures greater accountability in the area of health care fraud and simplifies the administration of health insurance. In 2009, HIPAA was enhanced by the American Recovery and Reinvestment Act’s section on Health Information Technology for Economic and Clinical Health act (HITECH). Provisions of HITECH improve Member privacy and security by: Requiring patient notification of breaches of unsecure Protected Health Information (PHI) while creating a safe harbor for encrypted electronic PHI and shredded paper PHI. Applying certain provisions of the privacy and security rules to business associates. Modifying the marketing and fundraising rules Information regarding the breach notification rule can be found on the federal Department of Health and Human Services (DHHS) website at: www.hhs.gov/ocr/privacy/hipaa/administrative/breachnotificationrule/index.html. Proposed changes to HIPAA are also located on the DHHS website at: www.hhs.gov/news/press/2011pres/05/20110531c.html. CareMore strives to ensure that both we and contracted participating Providers conduct business in a manner that safeguards patient and Member information in accordance with the privacy regulations enacted pursuant to HIPAA. Effective April 14, 2003, contracted Providers shall have the following procedures in place to demonstrate compliance with the HIPAA privacy regulations. We recognize our responsibility under the HIPAA privacy regulations to request from Providers the minimum Member information necessary to accomplish the intended purpose. Conversely, network Providers should request only the minimum necessary Member information required to accomplish the intended purpose when contacting us. However, please note that the privacy regulations allow the transfer or sharing of Member information, such as a Member’s medical record. We may request this information in order to: Conduct business and make decisions about care Make an authorization determination Resolve a payment appeal Such requests are considered part of the HIPAA definition of treatment, payment or health care operations. Fax machines used to transmit and receive medically-sensitive information should be maintained in an environment where access is restricted to individuals who need Member information to CareMore Health Plan Provider Manual Version 1.0 Page 98 CareMore Health Plan perform their jobs. When faxing information to us, verify that the receiving fax number is correct, notify the appropriate staff at CareMore and verify that the fax was appropriately received. Internet email (unless encrypted) should not be used to transfer files containing Member information to us (e.g., Excel spreadsheets with claim information). Such information should be mailed or faxed. Please use professional judgment when mailing medically sensitive information such as medical records. The information should be in a sealed envelope marked confidential and addressed to a specific individual, post office box or CareMore department. Our voice mail system is secure and password-protected. When leaving messages for our associates, please leave the minimum amount of Member information that is necessary to accomplish your intended purpose of the call. When contacting us, please be prepared to verify your name, address and Tax Identification Number (TIN) or National Provider Identifier (NPI) numbers. Medical Records CareMore Health Plan requires Providers to maintain medical records in a manner that is current, organized and permits effective and confidential Member care and quality review. We perform medical record reviews of all PCPs upon signing of a contract and, at a minimum, every three years thereafter to ensure that network Providers are in compliance with these standards. Confidentiality of Information Providers shall agree to maintain the confidentiality of Member information and information contained in a Member's medical records according to the Health Information Privacy and Accountability Act (HIPAA) standards. The Act prohibits a Provider of health care from disclosing any individually identifiable information regarding a patient's medical history, mental and physical condition, or treatment without the patient's or legal representative's consent or specific legal authority and will only release such information as permitted by applicable federal, state and local laws and that is: Necessary to other Providers and the health plan related to treatment, payment or health care operations; or Upon the Member’s signed and written consent Misrouted Protected Health Information Providers and facilities are required to review all Member information received from CareMore to ensure no misrouted Protected Health Information (PHI) is included. Misrouted PHI includes information about Members that a Provider or facility is not treating. PHI can be misrouted to Providers and facilities by mail, fax, email, or electronic remittance advice. Providers and facilities are required to destroy immediately any misrouted PHI or safeguard the PHI for as long as it is retained. In no event are Providers or facilities permitted to misuse or re-disclose misrouted PHI. If Providers or facilities cannot destroy or safeguard misrouted PHI, please contact Provider CareMore Health Plan Provider Manual Version 1.0 Page 99 CareMore Health Plan Relations. For more information, please refer to CareMore Contact Information (Chapter 2) for phone and fax numbers. Security Medical records must be secure and inaccessible to unauthorized access in order to prevent loss, tampering, disclosure of information, alteration or destruction of the record. Information must be accessible only to authorized personnel within the Provider’s office, CareMore Health Plan, DHCS, or to persons authorized through a legal instrument. Office personnel will ensure that individual patient conditions or information is not discussed in front of other patients or visitors, displayed, or left unattended in reception and/or patient flow areas. Storage and Maintenance Active medical records shall be secured and must be inaccessible to unauthorized persons. Medical records are to be maintained in a manner that is current, detailed and organized, and that permits effective patient care and quality review while maintaining confidentiality. Inactive records are to remain accessible for a period of time that meets state and federal guidelines. Electronic record keeping system procedures shall be in place to ensure patient confidentiality, prevent unauthorized access, authenticate electronic signatures and maintain upkeep of computer systems. Security systems shall be in place to provide back-up storage and file recovery, to provide a mechanism to copy documents, and to ensure that recorded input is unalterable. Availability of Medical Records The medical records system must allow for prompt retrieval of each record when the Member comes in for a visit. Providers must maintain Members' medical records in a detailed and comprehensive manner that accomplishes the following: Conforms to good professional medical practice Facilitates an accurate system for follow-up treatment Permits effective professional medical review and medical audit processes Medical records must be legible, signed and dated. Providers must offer a copy of a Member’s medical record upon reasonable request by the Member at no charge, and the Provider must facilitate the transfer of the Member’s medical record to another Provider at the Member’s request. Confidentiality of and access to medical records must be provided in accordance with the standards mandated in HIPAA and all other state and federal requirements. Providers must permit CareMore and representatives of DHCS to review Members’ medical records for the purposes of: monitoring the Provider’s compliance with medical record standards capturing information for clinical studies or HEDIS CareMore Health Plan Provider Manual Version 1.0 Page 100 CareMore Health Plan monitoring quality any other reason Medical Record Documentation Standards Every medical record is, at a minimum, to include: The patient’s name or ID number on each page in the record Personal biographical data including home address, employer, emergency contact name and telephone number, home and work telephone numbers, and marital status All entries dated with month, day, and year All entries contain the author’s identification (for example, handwritten signature, unique electronic identifier or initials) and title Identification of all Providers participating in the Member’s care, and information on services furnished by these Providers A problem list, including significant illnesses and medical and psychological conditions Presenting complaints, diagnoses, and treatment plans, including the services to be delivered Physical findings relevant to the visit including vital signs, normal and abnormal findings, and appropriate subjective and objective information Information on allergies and adverse reactions (or a notation that the patient has no known allergies or history of adverse reactions) Information on Advance Directives Past medical history, including serious accidents, operations, illnesses, and substance abuse Physical examinations, treatment necessary and possible risk factors for the Member relevant to the particular treatment Prescribed medications, including dosages and dates of initial or refill prescriptions Information on the individuals to be instructed in assisting the patient Medical records must be legible, dated, and signed by the physician, physician assistant or nurse practitioner providing patient care Appropriate immunization history Documentation attempts to provide immunizations. If the Member refuses immunization, proof of voluntary refusal of the immunization in the form of a signed statement by the Member or guardian shall be documented in the Member’s medical record Evidence of preventive screening and services in accordance with CareMore Health Plan preventive health practice guidelines CareMore Health Plan Provider Manual Version 1.0 Page 101 CareMore Health Plan Documentation of referrals, consultations, diagnostic test results, and inpatient records. Evidence of the Provider’s review may include the Provider’s initials or signature and notation in the patient’s medical record of the Provider’s review and patient contact, follow-up treatment, instructions, return office visits, referrals, and other patient information Notations of patient appointment cancellations or “No Shows” and the attempts to contact the patient to reschedule No evidence that the patient is placed at inappropriate risk by a diagnostic test or therapeutic procedure Documentation on whether an interpreter was used, and, if so, that the interpreter was also used in follow-up Clinical Practice Guidelines CareMore adopts Clinical Practice Guidelines for the purpose of improving health care and reducing unnecessary variations in care. The guidelines are evidence‐based, sourced from recognized organizations, approved by the CareMore Quality Management Committee, and disseminated to CareMore healthcare providers. The Clinical Practice Guidelines in these documents are considered essential for health care for the member population served by CareMore. We review the guidelines at least every two years or when changes are made to national guidelines for content accuracy, current primary sources, new technological advances and recent medical research. The guidelines are available online on the provider portal. The CareMore portal offers the most up-to-date clinical resources and guidelines. If you do not have Internet access, you can request a hard copy of the Clinical Practice Guidelines by calling Provider Relations. For more information, please refer to CareMore Contact Information (Chapter 2) for phone and fax numbers Please Note: Our recommendation of these guidelines is not an authorization, certification, explanation of benefits, or a contract. Actual Member benefits and eligibility for services are determined in accordance with the requirements set forth by the State of California. With respect to the issue of coverage, each Member should review his/her Certificate of Coverage and Schedule of Benefits for details concerning benefits, procedures and exclusions prior to receiving treatment. The Certificate of Coverage and/or Schedule of Benefits supersede the preventive health guideline recommendations. Advance Directives CareMore Health Plan recognizes a person's right to dignity and privacy. Our Members have the right to execute an Advance Directive, also known as a "living will," to identify their wishes concerning health care services in the event that they become incapacitated. Providers may be asked to assist Members in procuring and completing the necessary forms. CareMore Health Plan Provider Manual Version 1.0 Page 102 CareMore Health Plan Advance Directive documents should be on hand in the event a Member requests this information. Member requests for Advance Directive documents should be noted in the Medical Record when applicable. Prohibited Activities All Providers are prohibited from: Billing eligible Members for covered services Segregating Members in any way from other persons receiving similar services, supplies or equipment Discriminating against CareMore Members Coding The Coding Department’s goal is to achieve correct coding in order to accurately report the comprehensive health status of every CareMore member. Providers and their office staff are educated on current coding and documentation guidelines. Medicare Risk Adjustment Medicare Risk Adjustment determines reimbursement to all Medicare Advantage (MA) health plans based upon a patient’s individual health status. Reimbursement to the health plan is only provided for conditions that are documented and reported to Medicare at least annually. These illnesses are reported to CMS by way of ICD-9-CM diagnoses codes. There are more than 3,000 risk adjusting codes that are broken into 70 HCC’s or hierarchical condition categories. Chronic conditions must be documented, coded, and submitted at least yearly for every member for payment. CMS validates this data by auditing “one best” progress note for each condition. They do not audit complete charts. Concurrent Review Concurrent Review is conducted on a daily basis for a large portion of the encounter data that is submitted to CareMore. Encounter forms, submitted by the providers, are reviewed along with the corresponding documentation (progress note) to verify that all appropriately documented diagnoses are coded correctly. Any diagnoses marked by the provider on the encounter form that are not supported in the documentation are removed. Concurrent Review provides the coding department the ability to quickly identify any coding or documentation issues so that education can be given to the provider. CareMore Health Plan Provider Manual Version 1.0 Page 103 CareMore Health Plan Patient Annual Health Assessment Form (PAHAF) Note: Applies to PCPs in their 2nd year with CareMore Patient Annual Health Assessment Forms (PAHAF’s) are generated at the beginning of each year for each currently eligible member that has at least one HCC and/or one potential HCC documented in the previous calendar year. These forms are given to all contracted Primary Care Physicians. The Primary Care Physicians are asked to schedule their members for a face-to-face office visit during the current calendar year so that all of their patient’s current chronic illnesses can be assessed & documented in a progress note. The Coding Department then reviews the PAHAF along with the documentation and validates the diagnoses coded for the encounter. Any coding or documentation issues are noted and education is then given to the provider. Chart Reviews Chart Reviews are scheduled periodically. These chart reviews are conducted with the intention of validating encounter data submitted by the provider’s offices. Depending on the documentation reviewed, existing claims may be amended in the claims system. Encounters are created if they were not already submitted by the provider. Any coding or documentation issues are noted and education may be given to the provider. Education and Training Education and training are given to the providers on an on-going basis. All new providers are contacted and trained on correct Risk Adjustment/HCC documentation and coding. Coding and documentation issues are identified through Concurrent Review, the PAHAF process, and/or Chart Reviews. Providers that need education and feedback regarding their documentation and coding are contacted for refresher training. Please refer to CareMore Contact Information (Chapter 2) for phone number and hours of operation. Healthcare Effectiveness Data Information Set (HEDIS) Requirements As a CMS contracted health plan, CareMore Health Plan participates each year in the Healthcare Effectiveness Data & Information Set (HEDIS®), the most widely used set of performance measures in the Managed Care Industry. According to the narrative supplied by NCQA in Volume I of the HEDIS® manual, quality improvement activities, health management systems and provider profiling efforts have all used HEDIS® as a core measurement set. It is also a set of measures that are mandated by the Centers for Medicaid and Medicare Services (CMS) and as such, is an integral part of CareMore Health Plan’s Utilization and Quality Management Program(s). Since HEDIS® is a national project; there are certain specifications that must be met. Each contracted provider needs to ensure that their processes support CareMore Health Plan’s HEDIS® data specifications and data transmission timelines to include the following: CareMore Health Plan Provider Manual Version 1.0 Page 104 CareMore Health Plan Industry standard codes (ICD-9, CPT) are used consistently and all characters are collected, captured and transmitted to CareMore Health Plan. Principal codes are identified and secondary codes are captured, when appropriate. Data receipt and entry processes are effective and efficient and ensure timely, accurate and complete transmission to CareMore Health Plan. Electronic submissions conform to industry standards and have necessary checking procedures to ensure data accuracy (i.e., logs, counts, receipts, etc.). Encounter/claims data is submitted to CareMore Health Plan in a format specified by CareMore Health Plan (consistent with HEDIS® requirements) and on a timely basis so as to support any quality improvement activities undertaken by CareMore Health Plan, but no less than quarterly. In addition to the above, the provider must: Ensure accuracy and completeness of encounter-level data; Measure their performance against data quality standards; Measure their performance against quality timeliness standards; and Monitor data transfers between CareMore Health Plan and provider(s) to ensure no data necessary for HEDIS® reporting are lost or inappropriately modified. In order to ensure compliance with the above, CareMore Health Plan may perform oversight activities (i.e., review of reports, delegation oversight audits, etc.) on any delegated activities, including but not limited to utilization management, claims payment and credentialing CareMore Health Plan Provider Manual Version 1.0 Page 105 CareMore Health Plan CHAPTER 13: PROVIDER GRIEVANCES AND APPEALS Overview CareMore Health Plan (CareMore) encourages Providers to seek resolution of issues through our grievance and appeals process. The issues may involve dissatisfaction or concern about another Provider, the Plan, or a Member. We want to assure Providers that they have the right to file an appeal with us for denial, deferral or modification of a claims disposition or post-service request. They also have the right to appeal on behalf of a Member for denial, deferral or modification of a Service Request. These appeals are treated as Member appeals and follow the Member appeal process as discussed in Chapter 16: Member Grievances and Appeals. Grievances are tracked and trended, resolved within established time frames and referred to peer review when necessary. CareMore’s grievance and appeals process meets all requirements of state law and accreditation agencies. The building blocks of this process are the grievance and the appeal. **Grievance: Any expression of dissatisfaction about any matter other than an "action" to CareMore by a Member or Provider. **Appeal: A formal request for CareMore to change a decision upheld by CareMore through the grievance and appeal process. Please Note: CareMore does not discriminate against Providers for filing a grievance or an appeal. Providers are prohibited from penalizing a Member in any way for filing a grievance. Provider grievances and appeals are classified into the following three categories: Grievances relating to the operation of the Plan, including: o Benefit Interpretation o Claim Processing o Reimbursement Provider appeals related to adverse determinations Provider appeals of nonmedical necessity claims determinations If a Provider has a grievance, CareMore would like to hear from them, either by phone or in writing. Grievances may be filed by calling Regional Performance Management or Provider Relations. For more information, please refer to CareMore Contact Information (Chapter 2) for phone and fax numbers. Provider Grievances Relating to the Operation of the Plan A Provider may be dissatisfied or concerned about another Provider, a Member, or an operational issue, including claims processing and reimbursement. Provider grievances may be submitted orally or in writing and must include the following: Provider’s name CareMore Health Plan Provider Manual Version 1.0 Page 106 CareMore Health Plan Date of the incident Description of the incident Timelines for the Provider grievance and appeal process: Provider Grievance May be filed up to 180 calendar days from the date the Provider became aware of the issue. Provider Appeal May be filed up to 365 calendar days from the date of the Notice of Action letter advising of an Adverse Determination. CareMore will send a written acknowledgement to the Provider within five calendar days of receiving a grievance or within five business days of receiving an appeal. We may request medical records or an explanation of the issues raised in the grievance in the following ways: By telephone By fax, with a signed and dated letter By mail, with a signed and dated letter The timeline for responding to the request for more information is as follows: Standard Grievances or Appeals: Providers must comply with the request for additional information within 10 calendar days of the date that appears on the request. Providers are notified in writing of the resolution, including their right of appeal, if any. According to state law, we may not be able to disclose the final disposition of certain grievances due to peer review confidentiality laws. When to Expect Resolution for a Grievance or Appeal Provider Grievances: CareMore sends a written resolution letter to the Provider within 30 calendar days of the receipt of the grievance. Provider Appeals: CareMore sends a written resolution letter to the Provider within 45 working days of the receipt of the appeal. Provider Dispute When a Provider expresses dissatisfaction about an Adverse Determination involving a clinical issue, the case is automatically handled as a Provider dispute rather than a grievance. **Adverse Determination: A denial, modification or reduction of services based on eligibility, benefit coverage or medical necessity. A clinical reviewer of the same or similar specialty reviews the Provider appeal. This clinical reviewer will be someone who was not involved in any previous level of review in the decisionmaking process. In addition, the clinical reviewer may not be subordinate to any person involved in the initial determination. The clinical reviewer will review the case, contact the Provider as necessary to discuss possible appropriate alternatives, and render a decision. CareMore Health Plan Provider Manual Version 1.0 Page 107 CareMore Health Plan Claims denials are also considered an Adverse Determination. Providers who want to challenge a claims decision may do so by calling 1-888-291-1358 (Select Option 3, then Option2) or may submit a written notice to the designated CareMore Provider Appeal address provided in Chapter 2: Important Contact Information. **Provider Dispute Resolution Appeal: The process by which a Provider may challenge the disposition of a claim that has already been decided. Requests for Provider disputes must be submitted using the following guidelines: The request must be made in writing to CareMore within 365 calendar days of a claim disposition and include all pertinent information. Provider Dispute Resolution Appeals are resolved within 45 working days of receipt of the written request. Provider Appeals: Arbitration If the Provider is not satisfied with the outcome of a review conducted through the Provider Appeal Process, there are additional steps that can be taken through arbitration in accordance with the CareMore Provider Agreement. CareMore Health Plan Provider Manual Version 1.0 Page 108 CareMore Health Plan CHAPTER 14: CREDENTIALING AND RE-CREDENTIALING Overview Credentialing is an industry-standard, systemic approach to collecting and verifying an applicant’s professional qualifications. This approach includes a review of relevant training, licensure, certification and/or registration to practice in a health care field, and academic background. Our credentialing process evaluates the information gathered and verified and determines whether the applicant meets certain criteria related to professional competence and conduct as well as licensure and certification. We use current National Committee for Quality Assurance (NCQA) and guidelines for the accreditation of managed care organizations, as well as statespecific requirements, to credential and recredential Providers with whom we contract. This process is completed before a Provider is accepted for participation in our network. Groups delegated for credentialing are required to follow the National Committee for Quality Assurance (NCQA) guidelines. Anthem will conduct credentialing delegation audits and oversight on behalf of CareMore. If your organization is an existing Anthem contracted IPA / Medical Group, your designated auditor will also serve as your representative for CareMore. Credentialing delegation audits will be conducted yearly to ensure they are meeting NCQA guidelines. Credentialing CareMore credential and recredentials all licensed practitioners who desire to become a participating practitioner or Provider in the network. The following practitioner types must successfully complete the credentialing process in order to join the CareMore network: Medical Doctor (MD) Doctor of Osteopathic Medicine (DO) Podiatrist (DPM) Chiropractor (DC) Dentist (DDS/DMD only) Medical therapists, e.g., physical therapists, speech therapists, and occupational therapists, when an independent relationship exists between the Company and the provider, and individual provider is listed individually in the Company’s network directory Behavioral Health practitioners to include o Doctoral or master’s-level psychologists who are state certified or state licensed o Master’s-level clinical nurse specialists or psychiatric nurse practitioners who are nationally or state certified or state licensed The following practitioner types are not required to be credentialed: CareMore Health Plan Provider Manual Version 1.0 Page 109 CareMore Health Plan Practitioners who do not need to be credentialed by CareMore or their delegated entity include the following: Practitioners who do not have an independent relationship with CareMore Practice exclusively within the inpatient or facility setting and who provide care to plan Members only as a result of Members being directed to the inpatient setting, such as: o Pathologists o Radiologists o Anesthesiologist o Neonatologists o Emergency department physicians o Hospitalists o Other Intensive Care Specialists o Telemedicine consultants Practice exclusively within freestanding facilities and who provide care to plan Members only as a result of Members being directed to the facility such as the following but not limited to: o Mammography centers o Urgent-care centers o Surgicenters o Ambulatory behavioral health care facilities o Psychiatric and addiction disorder clinics o Urgent Care Centers with exception of Arizona. Covering practitioners (i.e.: locum tenens) Practitioners who have a hospital or facility as the primary place of service will be considered out of scope. Pharmacists – who work for pharmacy benefits management Council for Affordable Quality Healthcare (CAQH) CAQH is building the first national provider credentialing database system, which is designed to eliminate the duplicate collection and updating of provider information for health plans, hospitals and practitioners. CareMore’s method for obtaining credentialing information is via Provider registration and participation with the Council for Affordable Quality Healthcare (CAQH). CAQH allows Providers to the following: Universal application for all states are completed and maintained online by the Provider All documents are uploaded online through the secure CAQH website at: https://upd.caqh.org/das/ CareMore Health Plan Provider Manual Version 1.0 Page 110 CareMore Health Plan CAQH is mandated in all states with the exception of California and Nevada. Providers in California can contact their local Regional Performance Manager (RPM) to obtain the most current California Participating Application. Health Delivery Organizations (HDOs) New HDO applicants will submit a standardized application for review. In Scope Health Delivery Organizational Providers CareMore credentials and recredentials all accredited Health Delivery Organizational providers who desire to become a participating provider. The following provider types must successfully complete the credentialing process in order to join the CareMore network: The following Health Delivery Organizational provider types must successfully complete the credentialing process in order to join the CareMore network: Hospital Home Health Care Agencies Skilled Nursing Facilities Free Standing Surgical Centers/Ambulatory Surgical Centers Laboratories Comprehensive Outpatient Rehabilitation Facilities Outpatient Physical Therapy and Speech Pathology Providers Dialysis Centers & End Stage Renal Dialysis (Free Standing) Behavioral Health/Substance Abuse Facilities (Inpatient, Residential & Ambulatory) Portable X-ray Suppliers Hospice Outpatient Diabetics self-management training providers Rural Health Clinics Federally qualified health centers Initial Credentialing Credentialing will verify those elements related to an applicants’ legal authority to practice, relevant training, experience and competency from the primary source, where applicable, during the credentialing process. During the credentialing process, verifications of the credentialing data as described in the following tables unless otherwise required by regulatory or accrediting bodies will be review. These tables represent minimum requirements: CareMore Health Plan Provider Manual Version 1.0 Page 111 CareMore Health Plan Provider Verification Elements Health Care Organizations Verification Elements License to practice in the state(s) in which the practitioner will be treating Covered Individuals. Accreditation, if applicable Hospital admitting privileges at a TJC, NIAHO or AOA accredited hospital, or a Network hospital previously approved by the committee License to practice, if applicable Malpractice insurance Malpractice insurance (General and Professional Insurance) Malpractice claims history Medicare certification, if applicable Board certification or highest level of medical training or education Department of Health Survey Results or recognized accrediting organization certification Work history License sanctions or limitations, if applicable State or Federal license sanctions or limitations Medicare, Medicaid or FEHBP sanctions Medicare, Medicaid or FEHBP sanctions National Practitioner Data Bank report Please note: The above hospital privileges does not apply to PCPs as they do not require hospital privileges. Coverage is provided by CareMore Hospitalists. The Credentialing Committee may approve, deny, or request further information. At the time, the Committee makes its final decision on an application, all primary source verifications and the signed Attestation must comply with required time frames. In the event that a Provider’s application and/or attachments are incomplete or inaccurate, the applicant remains responsible for the completion of the application or correcting inaccuracies. The Credentialing Committee will give the applicant 90 days to provide the information. If the information is not received within 90 days, the application will be deemed withdrawn. All credentialing decisions are conducted in a non-discriminatory manner. Recredentialing Recredentialing will be performed at a maximum of every 36 months. During the recredentialing process, Credentialing will review verifications of the credentialing data as described in the tables under the Initial Credentialing section unless otherwise required by regulatory or accrediting bodies. These tables represent minimum requirement. At the time of recredentialing CareMore or its designee shall consider findings from quality improvement monitoring, Member complaints and grievances, and Member satisfaction results. CareMore Health Plan Provider Manual Version 1.0 Page 112 CareMore Health Plan Failure to Return Recredentialing Application The Credentialing Department will send a certified notice to the applicant, notifying them of a “final notice” to return the required documents. If the required documents are not received within the next 30 days, the practitioner will be withdrawn or terminated. Provider Responsibilities & Rights during Credentialing/Recredentialing During the credentialing/recredentialing process, the practitioner or Provider will be given, but may not be limited to, the following rights: Via written request, the practitioner or Provider may review the information they have submitted, or that the Credentialing Department has obtained through their direct source verification, in support of their application. The practitioner or Provider has the right to be notified by the Credentialing Department if any information obtained during the credentialing process varies substantially from the information originally submitted. The Provider shall have 10 business days to respond to the Department’s notification. This is to ensure the timely continuation of the application process. All correspondence will be kept in the Provider’s application file. The practitioner or Provider shall be notified by mail of any erroneous information submitted by another party, and has the right to correct that information. The Provider has 10 business days to correct any erroneous information and submit corrections to the Department manager in writing. All corrections received from the Provider will be kept in the Provider folder and tracked in the credentialing system. The practitioner or Provider has the right, upon request, to be informed of the status of their applications. Requests can be made either in writing, email or verbally by contacting the Credentialing Department. The Credentialing Department will return the information to the Provider in the same manner (in writing or verbally). They will share the following information: o Missing or incomplete application information o Primary source verifications that have been obtained o Date the Provider can expect they will go to committee The Credentialing Department is not required to share information that is peer-review protected. Practitioners and Providers will be notified of these rights at the time of completing the credentialing or recredentialing application Provider Rights to Review Credentialing Information In the event that credentialing information obtained from other sources varies substantially from that attested to by the Provider and the discrepancy effects or is likely to adversely affect the credentialing or reassessment decision, CareMore will notify the Provider of the discrepancy. The CareMore Health Plan Provider Manual Version 1.0 Page 113 CareMore Health Plan Provider has the right to review information provided in support of their application and to correct erroneous information. Applicants are notified by telephone or in writing of specific occurrences of discrepant information when such discrepancies are determined by the CareMore Medical Director, his/her designee or CareMore Credentialing Committee to adversely affect the Credentialing decision; Examples of other sources of information for organizational providers include: Professional or general liability history; History of license reprimands; Suspension of Medicare or Medicaid certification; Accreditation status. In such cases, the Provider has thirty calendar days to comment and correct erroneous information. No final credentialing determination will be made until the applicant has responded or the time has elapsed. All provider files and records are considered confidential and are stored in a secure environment. Provider information is updated by CareMore’s Terms & Conditions Department (T&C) team who loads and/or updates Provider’s billing and demographic information. Appropriate credentialing tracking systems are updated to reflect the decision and indicate the Provider’s participation status. Please note: As a Provider, you must maintain professional and general liability insurance in specified amounts in accordance with your CareMore contract. Reporting Requirement When CareMore takes a professional review action with respect to a practitioner or HDO’s participation in one or more Network, CareMore may have an obligation to report such to the NPDB and/or Healthcare Integrity and Protection Data Bank (“HIPDB”). Once credentialing receives a verification of the NPDB report, the verification report will be sent to the state licensing board. The credentialing staff will comply with all state and federal regulations in regards to the reporting of adverse determinations relating to professional conduct and competence. These reports will be made to the appropriate, legally designated agencies. In the event that the procedures set forth for reporting reportable adverse actions conflict with the process set forth in the current NPDB Guidebook and the HIPDB Guidebook, the process set forth in the NPDB Guidebook and the HIPDB Guidebook will govern. CareMore Health Plan Provider Manual Version 1.0 Page 114 CareMore Health Plan Groups Delegated for Credentialing Delegated Groups are required to follow the National Committee for Quality Assurance (NCQA) guidelines. Oversight as well as annual Credentialing delegation audits will be conducted by Anthem on behalf of CareMore. Each delegated groups will be assigned an Anthem auditor. If a group holds an existing delegation agreement with Anthem, the designated auditor will also serve as you representative for CareMore and will be your point of contact for any questions regarding the delegation process. Delegated groups are required to submit quarterly updates to CareMore. Only updates for those providers who are participating under our contractual arrangement should be submitted. Required data elements for quarterly updates are as follows: Provider Roster to include: o Name o Professional degree / Title o Specialty o Primary Care Provider or Specialists designation o State license number o Board certification status and specialty o Credentialing/recredentialing approval date o Date and reason for suspension/termination/resignation Total number of initial credentialing for Primary Care Physicians (PCPs) and Specialists (SCPs) Total number of recredentialing for Primary Care Physicians (PCPs) and Specialists (SCPs) Total number of suspensions for Primary Care Physicians (PCPs) and Specialists (SCPs) Total number of terminations/resignations for Primary Care Physicians (PCPs) and Specialists (SCPs) Quarterly Submission and completed Submission Form should be submitted via email to: Email: [email protected] and [email protected] CareMore Health Plan Provider Manual Version 1.0 Page 115 CareMore Health Plan CHAPTER 15: MEMBER RIGHTS AND RESPONSIBILITIES Member Rights and Responsibilities CareMore Health Plan (CareMore) communicates to Members what their rights and responsibilities are when attempting to access care or are in the act of obtaining health care services. These rights and responsibilities are for all Members, regardless of race, sex, culture, economic, educational or religious backgrounds. When a Member exercises his or her right to receive more information in regards to their “Rights and Responsibilities,” their first point of reference should be their Evidence of Coverage Booklet A second point of contact for the Member is Member Services Department. Please refer to CareMore Contact Information (Chapter 2) for phone number and hours of operation. CareMore requires that the Member Rights and Responsibilities be posted in all Provider offices. CareMore Members have the right to: To be treated with respect and recognition of their dignity and need for privacy. To receive dignified, courteous, and considerate treatment from all staff, doctors, and nurses who work or are contracted with CareMore Health Plan. To be provided with information about CareMore Health Plan and its services. To choose a Primary Care Provider (PCP) from the medical group’s network and to be guaranteed continuity of health care. To receive from their attending provider information about illness, the course of treatment, and prospects for recovery in clear and understandable terms. To give approval for any medical care service after receiving all information necessary to make an informed choice. To participate actively in decisions pertaining to his/her own medical care. To the extent permitted by law, this includes the right to refuse care. To receive full consideration of privacy regarding the medical care program. Case discussion, consultation, examination and treatments are confidential matters and should be conducted discreetly. To receive reasonable and timely responses to requests for services including evaluation and referrals. To receive information on all available health services, including a clear explanation of how to locate and render services. To be informed of the continuing health care requirements following discharge from a hospital or office. To receive information in and communicate in his/her native language at no cost. To receive information and assistance on how to file a complaint when unhappy with CareMore Health Plan’s services, any care they receive or any covered service. CareMore Health Plan Provider Manual Version 1.0 Page 116 CareMore Health Plan To receive information and direction on filing a reconsideration of a partial or wholly adverse Determination. To receive a second opinion from another CareMore Health Plan contracted or subcontracted physician. To have access to his/her medical records. To formulate Advance Directives for healthcare. To make recommendations regarding the Healthcare Entity’s member rights and responsibilities Policies. CareMore Health Plan Members have the responsibility: To know, understand, and abide by the terms, conditions and provisions of their assigned plan. To actively seek this information in order to make use of the services available through their plan benefits. To establish and maintain a positive patient-physician relationship. To carry their current membership identification card with them at all times. To pay any applicable co-payment, deductible, co-insurance or charge for non-covered services when requested by their CareMore physician. To follow preventative health guidelines, prescribed treatment plans, and guidelines given by those providing health care services. To schedule or reschedule appointments and informing their physician when it is necessary to cancel an appointment. To provide accurate information needed by professional staff to ensure that the best possible care is made for them. The complete list of Member rights and responsibilities is available in the Evidence of Coverage. CareMore Health Plan Provider Manual Version 1.0 Page 117 CareMore Health Plan CHAPTER 16: MEMBER GRIEVANCE AND APPEALS Member Complaints If a Member has a complaint regarding CareMore Health Plan or any of its contracted providers, including a complaint about the quality of care they have received, the Member may contact Member Services. Member complaints are documented, forwarded to the appropriate department for resolution and kept on file. The formal name for requesting a complaint is called a grievance. Please refer to CareMore Contact Information (Chapter 2) for Member Services phone number and hours of operation. Member Grievances: Filing a Grievance To help ensure that our Members' rights are protected, all CareMore Members are entitled to a grievance and appeals process. If a Member wants to file a grievance, they can do so in one of four ways: Call Member Services (Please refer to CareMore Contact Information (Chapter 2) for phone number and hours of operation), or Write a letter and mail it to the Appeals and Grievances Department at the address listed below, or Write a letter and fax it to the Appeals and Grievances Department, or Submit a complaint to the Appeals and Grievances Department via our website www.caremore.com The Member does not need to be the one to file a grievance or appeal. Other representatives include the following: Relative Guardian Conservator Attorney Member's Provider The Member’s designated representative must provide an Appointment of Representative (AOR), Designation of Representative (DOR), or Power of Attorney (POA), signed by the Member or the Member must provide their verbal consent before their designated representative may proceed with the grievance. AOR or POA is not required for a Member’s provider when filing an appeal on behalf of the member. The grievance submission must include the following information: Who is part of the grievance What happened CareMore Health Plan Provider Manual Version 1.0 Page 118 CareMore Health Plan When it happened Where it happened Why the Member was not happy with the health care services Include any documents that will help us look into the problem Please note: If the Member’s grievance is related to a decision already made by CareMore, such as the denial or limited authorization of a requested service, including the type or level of service, the grievance may also be considered an appeal. Member Grievances: Resolution CareMore will investigate the Member’s grievance to develop a resolution. This investigation includes the following steps: The grievance will be reviewed by appropriate staff and, if necessary, the Medical Director. CareMore may request medical records or an explanation from the Provider(s) involved in the case. CareMore will notify Providers of the need for additional information by either phone, mail or fax. Providers are expected to comply with requests for additional information within seven calendar days for a standard grievances and appeals, and within 24 hours for an expedited grievance or appeal. The Member will receive a Grievance Resolution letter within the appropriate timeframe. Member Appeals Appeals are divided into two categories: Standard appeals and Expedited appeals. Standard Appeal (Medicare Part C and Part D) – We’ll give the Member a written decision on a standard Medicare Part C appeal within 30 calendar days after we receive the appeal. For a standard Medicare Part D appeal, we will give the Member a written decision within 7 calendar days after we receive the appeal. Our decision might take longer if the Member asks for an extension, or if we need more information about the case. We will inform the Member if we’re taking extra time and will explain why more time is needed. If the appeal is for payment of a Medicare Part C service the Member has already received, we will give the Member a written decision within 60 calendar days. If we approve a request to pay the Member back for a drug they already bought, we are required to send payment to the Member within 30 calendar days after we receive the appeal request. If the Member asks for a standard appeal by phone, we will send them a letter confirming what they told us. Fast (Expedited) Appeal (Medicare Part C and Part D) – We’ll give the Member a decision on a fast (expedited) Medicare Part C or Part D appeal within 72 hours after we receive the appeal. The Member can ask for a fast appeal if they or their doctor believe the Member’s health could be seriously harmed by waiting up to the standard timeframe for a decision. CareMore Health Plan Provider Manual Version 1.0 Page 119 CareMore Health Plan Member Appeals: Expedited Appeals If CareMore denies a request for an expedited appeal, CareMore must: Transfer the appeal to the time frame (30 calendar days) for standard resolution. If CareMore approves a request for an expedited appeal, CareMore must: Complete the expedited reconsideration and give the Member (and the provider involved, as appropriate) notice of its reconsideration as expeditiously as the enrollee’s health condition requires, but no later than 72 hours after receiving the request. Member Appeals: Response to Appeals CareMore may request medical records or a Provider explanation of the issues raised in a standard appeal by the following means: By Phone By Fax By Mail Providers are expected to comply with the request for additional information within seven calendar days for Standard Appeals and within 24 hours for Expedited Appeals. If the Member asks for an appeal and we continue to deny the request for a service, we will send the Member a written decision and will explain if the Member has additional appeal rights. The Member, Power of Attorney (POA) or designated representative can mail, fax or deliver their grievance or appeal request to: CareMore Health Plan Attn: Appeals and Grievances Department 12900 Park Plaza Drive Suite 150, Mail Stop 6150 Cerritos, CA 90703 Fax: 888-426-5087 or 562-741-4414 CareMore Health Plan Provider Manual Version 1.0 Page 120 CareMore Health Plan CHAPTER 17: MEMBER TRANSFERS AND DISENROLLMENT Provider-Initiated Member Disenrollment The CareMore Health Plan (CareMore) Member Services Department has developed a Policy and Procedure for documenting the process of disenrolling Members from a physician practice. Providers may not end a relationship with a Member because of the Member’s medical condition or the cost and type of care that is required for treatment. Procedures for involuntary transfer or disenrollment of Members are based on the Centers for Medicare & Medicaid Services (CMS) requirements. While a Member may be disenrolled from a physician practice by CareMore in accordance with established policy and procedures, a Member may not be disenrolled from CareMore without the consent of CMS. A PCP may submit a Group Initiated Disenrollment Request to CareMore for a Member to be disenrolled under any of the following circumstances: Repeated (documented) abusive behavior by the Member Physical assault to the Provider, office staff or another Member Serious threats by the Member or by their family Member(s) Disruption to medical group operations Inappropriate use of out-of-network services Inappropriate use of medical services Inappropriate use of Medicare or Medi-Cal services Non-compliance with prescribed treatment plan The Member moves out of the CareMore service area. The Member is temporarily absent from the CareMore service area for more than six consecutive months In situations where the Member is disruptive, abusive, unruly or uncooperative, CMS must review any request for disenrollment from CareMore Health Plan. The CMS review (for most situations) looks for evidence that the individual continued to behave inappropriately after being counseled/warned about his or her behavior and that an opportunity was given to correct the behavior. Counseling done by plan Providers is considered informal counseling and an initial warning related to the Member’s behavior must be sent by CareMore to the member. CareMore Health Plan requires documentation/records from the physician group prior to sending the Member an official warning from the plan. If the inappropriate behavior was due to a medical condition, CareMore Health Plan must demonstrate that the underlying medical condition was controlled and was not the cause of the inappropriate behavior. CareMore Health Plan Provider Manual Version 1.0 Page 121 CareMore Health Plan CHAPTER 18: FRAUD, ABUSE AND WASTE First Line of Defense against Fraud, Abuse and Waste We are committed to protecting the integrity of our health care program and the efficiency of our operations by preventing, detecting and investigating fraud, abuse and waste. Combating fraud, abuse and waste begins with knowledge and awareness. CareMore defines each as follows: Fraud: Any type of intentional deception or misrepresentation made with the knowledge that the deception could result in some unauthorized benefit to the person committing it or any other person. The attempt itself is fraud, regardless of whether or not it is successful. Abuse: Any practice inconsistent with sound fiscal, business or medical practices that results in an unnecessary cost to the Medicare and/or Medicaid programs, including administrative costs from acts that adversely affect Providers or Members. Waste: Generally defined as activities involving careless, poor or inefficient billing or treatment methods causing unnecessary expenses and/or mismanagement of resources. Examples of Provider Fraud, Abuse and Waste The following are examples of Provider fraud, abuse and waste: • • • • • • • • • • Altering medical records Billing for services not provided Billing for medically unnecessary tests Billing professional services performed by untrained personnel Misrepresentation of diagnosis or services Over-utilization Soliciting, offering or receiving kickbacks or bribes Unbundling Under-utilization Upcoding Examples of Member Fraud, Abuse and Waste The following are examples of Member fraud, abuse and waste: • • • • • Disruptive or threatening behavior Frequent emergency room visits for non-emergent conditions Forging, altering or selling prescriptions Letting someone else use the Member’s ID Not telling the truth about the amount of money or resources the Member has in order to get benefits CareMore Health Plan Provider Manual Version 1.0 Page 122 CareMore Health Plan • • • • • • • Not telling the truth about a medical condition to get medical treatment Obtaining controlled substances from multiple Providers Relocating to out-of-service area Using more than one Provider to obtain similar treatments and/or medications Using a Provider not approved by their PCP Using someone else’s ID Violation of the Pain Management Contract** **Pain Management Contract: A written agreement between a Provider and Member that the Member will not misrepresent his or her need for medication. If the contract is violated, the Provider has the right to drop the Member from his or her practice. Reporting Provider or Recipient Fraud, Abuse or Waste If you suspect either a Provider (doctor, dentist, counselor, medical supply company, etc.) or a Member (a person who receives benefits) has committed fraud, abuse or waste, you have the right and responsibility to report it. CareMore Health Plan utilizes the Anthem Ethics & Compliance HelpLine. Therefore, all instances of perceived fraud, waste or abuse affiliated with CareMore should be reported to the Anthem HelpLine at the number listed below. Providers can report allegations of fraud, abuse or waste by calling the Fraud Hotline at: 1-877-725-2702. When reporting on a Provider (a doctor, dentist, counselor, medical supply company, etc.) include: • • • • • • • Name, address, and phone number of Provider Name and address of the facility (hospital, nursing home, home health agency, etc.) Medicaid number of the Provider and facility, if you have it Type of Provider (doctor, dentist, therapist, pharmacist, etc.) Names and phone numbers of other witnesses who can help in the investigation Dates of events Summary of what happened When reporting about a Member who receives benefits, include: • • • • The person’s name The person’s date of birth, Social Security number, or case number if you have it The city where the person lives Specific details about the fraud, abuse or waste CareMore Health Plan Provider Manual Version 1.0 Page 123 CareMore Health Plan Anonymous Reporting of Suspected Fraud, Abuse and Waste Any incident of fraud, abuse or waste may be reported to us anonymously; however, we encourage you to provide as much detailed information as possible, including: • • The name of person reporting and their relationship to the person suspected A call-back phone number for the person reporting the incident Please Note: The name of the person reporting the incident and his or her callback number will be kept in strict confidence by investigators to maintain that person's anonymity. Investigation Process We do not tolerate acts that adversely affect Providers or Members. We investigate all reports of fraud, abuse and waste. Allegations and the investigative findings are reported to the California Department of Health Care Services (DHCS), the Centers for Medicare and Medicaid Services (CMS) and other regulatory and law enforcement agencies. In addition to reporting, we take corrective action, such as: Written warning and/or education: We send certified letters to the Provider or Member documenting the issues and the need for improvement. Letters may include education or request for recoveries, or may advise of further action. Medical record audit: We may review medical records to substantiate allegations or validate claims submissions. Special claims review: A special claims review places payment or system edits on file to prevent automatic claim payment; this requires a medical reviewer evaluation. Recoveries: We recover overpayments directly from the Provider. Failure of the Provider to return the overpayment may be reflected in reduced payment of future claims or further legal action. Acting on Investigative Findings We refer all criminal activity conducted by a Member or Provider to the appropriate regulatory and law enforcement agencies. If a Provider has been convicted of committing, abuse or waste, or has been suspended from the Medicaid program, the following steps may be taken: The Provider may be referred to the Quality Management Department The Provider may be presented to the credentialing committee and/or peer review committee for disciplinary action, including Provider termination Failure to comply with program policy, procedures or any violation of the contract will result in termination from our plan. If a Member has committed fraud, exhibited abusive or threatening behavior, or has failed to correct issues, he or she may be involuntarily disenrolled from our health care plan with state and CMS approval. (Refer to Chapter 17: Member Transfers & Disenrollment for more information on disenrollment.) CareMore Health Plan Provider Manual Version 1.0 Page 124 CareMore Health Plan False Claims Act We are committed to complying with all applicable federal and state laws, including the federal False Claims Act (FCA). The FCA is a federal law that allows the government to recover money stolen through fraud by government contractors. Under the FCA, anyone who knowingly submits or causes another person or entity to submit false claims for payment of government funds is liable for three times the damages, or loss, to the government, plus civil penalties of $5,500 to $11,000 per false claim. The FCA also contains Qui Tam or “whistleblower” provisions. A “whistleblower” is an individual who reports in good faith an act of fraud or waste to the government, or files a lawsuit on behalf of the government. Whistleblowers are protected from retaliation from their employer under Qui Tam provisions in the FCA and may be entitled to a percentage of the funds recovered by the government. Health care fraud wastes hundreds of millions of dollars, threatens the health care system and victimizes consumers. Your cooperation in reporting suspicious incidents to CareMore is greatly appreciated. It is important that everyone be aware of possible fraud and abuse, and report any incident as quickly as possible. Whether it is an organized effort by a Provider, Member or any other individual to deliberately cheat, or a health care Provider who occasionally bends the rules to serve the perceived needs of a patient, health care fraud is a serious and growing problem. It exploits Members and robs them of services and resources critical to their well-being. By definition, fraud means that someone is trying to obtain something of value by intentionally deceiving, misrepresenting, or concealing. Proof of fraud involves three elements: Misrepresentation or concealment Reliance by the carrier Intent You can help us stop this serious problem by educating yourself and reporting suspicious incidents in writing to: CareMore Health Plan Office of Compliance 12900 Park Plaza Drive, Suite 150 Cerritos, CA 90703 You may also contact the CareMore Compliance Officer directly by telephone at 1-562-741-4552 or Call the Fraud Hotline at 1-877-725-2702. CareMore Health Plan Provider Manual Version 1.0 Page 125 CareMore Health Plan Code of Conduct CareMore has adopted the Anthem Code of Conduct, which is made available upon request. Providers should distribute or make the standards available to employees supporting CareMore Medicare Part C or D functions. Providers must review the DHHS OIG List of Excluded Individuals and Entities (LEIE list) and the GSA Excluded Parties List System (EPLS) prior to the hiring of any employee supporting CareMore Medicare Part C or D functions, and monthly thereafter to ensure individuals are not excluded from participation in federal programs. Excluded individuals require immediate removal from CareMore Medicare Programs Work. For the purposes specified in this section, providers must agree to make available its premises, physical facilities and equipment, records relating to the MA Organization’s members, including access to provider’s computer and electronic system and any additional relevant information that CMS may require. Providers acknowledge that failure to allow the Department of Health and Human Services, the Comptroller General or their designees the right to timely access as addressed in this section may result in a $15,000 non-compliance penalty. CareMore Health Plan Provider Manual Version 1.0 Page 126 CHAPTER 19: QUALITY MANAGEMENT Quality Management Program CareMore Health Plan (CareMore) has a Quality Management (QM) Program that defines structures and processes and assigns responsibility to appropriate individuals. The mission of this program is to: Ensure continuous quality improvement; and Provide for quality health care and optimal Member outcomes. The purpose of this program is to provide an ongoing, integrated program committed to the delivery of optimal care consistent with current medical science capability. The program is designed to ensure that the responsibility to Members is fulfilled throughout the health care delivery continuum. The focus of the program is to demonstrate a consistent endeavor to deliver safe, effective and optimal patient care and services in an environment of minimal risk. This focus includes delivering activities that have both a direct and an indirect influence on the care and service delivered to Members. The QM Program’s activities are developed and approved, through the Quality Management (QM) Committee, by the CareMore Board of Directors. The program is reviewed on an annual basis and revised, when appropriate. All revisions are approved by the QM Committee and the CareMore Board of Directors. Goals and objectives include, but are not limited to: The establishment, support, maintenance and documentation of improvement in quality of care and service The establishment of priorities for the improvement or resolution of known or potential issues that impact directly or indirectly on care or services. The maintenance of a consistently high level of quality of service, which meets and/or exceeds the needs and expectations of the Member. The measurement, assessment and improvement in processes and outcomes of care; The coordinate of QM activities with other performance-monitoring and management activities. The coordination of the collection of objective, measurable data based on current knowledge and clinical experience, to monitor and evaluate functions and dimensions of care. The provision of data for practitioner/Provider performance appraisal through the identification of trends and patterns of quality of care and service. The compliance with requirements of federal, state and local regulatory and accreditation entities. CareMore Health Plan Provider Manual Version 1.0 Page 127 CareMore Health Plan Quality Management Committee The CareMore Board of Directors has granted the QM Committee the authority to: Develop and monitor the QM Program. Oversee the activities to develop clinical criteria. Serve as an expedited and standard appeals panel, if necessary. Communicate with participating physicians, as necessary. The QM Committee reports to the CareMore Board of Directors and presents a quarterly report of all activities for approval. The Medical Director serves as the chairperson of the QM Committee and presides over the meetings. In order to conduct a meeting, there must be at least three physicians present. Minutes are maintained for the meeting and all discussions are considered confidential. The QM Committee is composed of: Physician Members who serve a two-year term on the committee and are either primary care physicians or specialists. There is also a panel of advisors, consisting of board certified physicians in many specialty areas, (i.e., behavioral health) that is available to the Medical Director for consultation, if needed. Non-physician Members from Health Care Services, Pharmacy, Member Services, Provider Relations and Risk Management/Compliance. The QM Committee meets on a regularly scheduled basis, but no less than quarterly to: Improve and assure the provision of quality patient care and services. Develop and maintain the QM Program description, policies and procedures, work plan and evaluation. Develop and approve practice guidelines that are based on scientific evidence with quality indicators to monitor Provider performance. Analyze data to detect trends, patterns of performance or potential problems and implement corrective action plans. Review and resolve grievances related to quality of care and/or service. Prioritize activities to ensure the greatest potential impact on care and service. Recommend to the CareMore Board of Directors any actions for follow-up on identified opportunities to improve. Report findings of quality improvement activities for inclusion in practitioner/Provider profiles. Oversee and conduct Risk Management functions. Oversee UM, Credentialing, and Delegation Oversight functions of Medical Groups (MG)/Independent Physician Associations (IPAs) CareMore Health Plan Provider Manual Version 1.0 Page 128 CareMore Health Plan Review the scope, objectives organization and effectiveness of the QM Program at least annually and revise as necessary. The Health Care Services Department develops and the QM Committee approves a work plan for the year, which outlines the program activities and corresponding time frames for progress and completion dates. This work-plan, along with quarterly reports that focus on measuring progress toward the goals, is then presented, along with the QM Program, to the CareMore Board of Directors for review and approval. On an annual basis, the QM Committee performs a retrospective evaluation of its activities to measure the performance achievements and activities for the year. If goals and objectives are not met, changes are recommended to the subsequent QM Program and work plan. This annual evaluation is also presented to the CareMore Board of Directors for review and approval. CareMore Health Plan Provider Manual Version 1.0 Page 129 CHAPTER 20: CULTURAL AND LINGUISTIC SERVICES Overview CareMore Health Plan (CareMore) is dedicated to serving the needs of our Members and has made arrangements to ensure that all Members have information about their health care provided to them in a manner they can understand. CareMore provides a number of important cultural and linguistic services at no cost to assist Members and Providers. All CareMore contracted Providers are required to comply with the National Culturally and Linguistically Appropriate Services Standards (CLAS), Title VI of the Civil Rights Act of 1964, the Americans with Disabilities Act (ADA), and Section 504 of the Rehabilitation Act of 1973, in the provision of covered services to Members. Compliance with this provision includes: Providing interpreters services for limited English proficiency (LEP) and/or hearing impaired Members. Actively discouraging the use of family members and children for interpretation. Promoting the availability of interpreter service by posting signage in languages of Members served and alternative formats. Providing educational materials in the Member’s preferred written language or alternative formats (Braille, large print and/or audio). Providing adequate access to Members with disabilities. Referring Members to multi-ethnic community-based services. Written procedures are to be maintained by each provider office or facility regarding their process for obtaining such services. Provision of such services must be documented in the Member’s chart. 24-Hour Access to Interpreter Services Contracted Providers are required to provide interpreter services at no cost to the Members. When a CareMore Member needs interpreter services for health care services, the provider should: Verify the Member’s eligibility and medical benefits. Inform the Member that interpreter services are available, including American Sign Language (ASL) and tactile interpreting. Document the language and service provided in the Member’s chart. Interpreter services can be provided through different venues. These include: Telephonic Interpretation Services - Providers may call Member Services to request assistance with interpreter services. The Member and Provider are then connected to our CareMore Health Plan Provider Manual Version 1.0 Page 130 CareMore Health Plan telephonic interpreter service vendor. To communicate with Members who have a speech or hearing disability, the Provider must call the California Relay Services at 711. Face-to-face interpreters - If a Member requires face-to-face interpretation, including ASL, the Provider may call Member Services to request assistance with locating interpreter services. These services should be provided for scheduled medical visits, if needed, due to the complexity of information exchange or if requested by the Member. When scheduling an appointment with a LEP Member or, Member who has a hearing disability, please allow time, if possible, to coordinate for a face-to-face interpreter. A 3-5 day request notice is recommended. It is recommended that Providers use a face-to-face interpreter for certain complex medical situations. These can range from the need to give complex instructions--such as discharge instructions, how to inject insulin or use a glucometer--to discussing a terminal prognosis, a critical healthcare issue or one requiring major lifestyle changes. Interpreter services should be provided if a Member believes that his or her rights to equal access to medical care, under Title VI or the ADA, will not be met without the services of a face-toface interpreter. Competent bilingual staff – Providers may use qualified bilingual office staff to communicate with LEP Members. Providers should keep documentation on how bilingual members of their office staff are assessed for language competency. A copy of a Language Proficiency Assessment is posted in our provider portal Providers should never ask a family member, friend or minor to interpret. Use of a family member or minor may pose issues for the family and it creates liability risk for the Provider when information is not exchanged with LEP patient through a qualified interpreter. State and Federal laws mandate that it is never permissible to turn a Member away or limit the services provided to them because of language barriers. It is also never permitted to subject a Member to unreasonable delays due to language barriers or provide services that are lower in quality than those offered in English. When language or ASL services are required by the Member at their assigned PCP or specialist office, the office must contact the Member Service Department to request these services. Facility Signage Providers are required to post signs informing Members of the availability of interpreter services. If you need assistance in locating, appropriate signage go to providers.caremore.com or you can contact your Regional Performance Manager (RPM). Materials in Other Languages and Alternative Formats Providers are required to provide LEP and Members with visual impairments with materials in the Member’s preferred written language or alternative formats (Braille, large print or audio). Additionally, all Member materials must be written at the appropriate reading and/or grade level. Providers may call Member Services Department for assistance with locating materials that are: CareMore Health Plan Provider Manual Version 1.0 Page 131 CareMore Health Plan Translated into other languages In alternative formats, including large print, Braille or audio Disability Access All health care facilities – primary care, specialty care, behavioral health and diagnostic centers (such as mammography facilities) must be accessible for persons with disabilities. These include: Accessible parking area and walkways Accessibility into and throughout the facility Restrooms and exams rooms are accessible to people with disabilities. Waiting area has adequate seating, lighting and space. Providers are required to provide communications in alternative formats such as Braille, large print, and/or audio for Members with visual impairments. To facilitate communicate with members with hearing impairments providers should access the CA Relay Services for phone communications and sign language interpreters for in-person encounters. Providers must ensure effective communication with persons with disabilities. For more information and guidance to meet these requirements visit http://www.ada.gov/ Cultural Competency Trainings and Resources Providers are required to participate in and cooperate with CareMore’s Provider education and training efforts. Providers are also to comply with all, cultural and linguistic requirements, and disability standards as noted above. CareMore recognizes the challenges that may arise when Providers need to cross a cultural divide to treat Members who may have a disability or who may have different behaviors, attitudes and beliefs concerning health care. To assist Providers in meeting the needs of a diverse patient population, inclusive of person with disabilities, CareMore makes available a variety of cultural and linguistic (C&L) and disability resources and trainings for all contract Providers. Trainings are offered through a variety of venues including but not limited to: Web-based Provider training programs Written communications Provider Office trainings Training will include but not be limited to the following: Cultural and linguistic requirements including disability (CLAS and ADA) Health care disparities CareMore Health Plan Provider Manual Version 1.0 Page 132 CareMore Health Plan Cultural influences in the Provider encounter (health literacy, past experiences with health care, language, religious and family beliefs and customs, etc.) Exploring the Provider-patient exchange The availability of cultural and linguistic resources, interpreter services, , translated materials and alternate formats through the health plan How to effectively and optimally engage persons with disabilities including: o o o o o Person-center planning and self-determination Social Model of disability Independent living philosophy Recovery models Self-determination Special considerations for persons with mental health or behavioral health conditions Use of evidence-based practices and specific levels of quality outcomes Working with Members with mental health diagnosis, including crisis prevention and treatment Working with Members with substance use conditions, including diagnosis and treatment Additional cultural and linguistic resources are available through the provider portal. These include but are not limited to: Provider tool kits Provider bulletins CareMore Health Plan Provider Manual Version 1.0 Page 133