Jai Medical Systems Managed Care Organization, Inc ...

1 Jai Medical Systems Managed Care Organization, Inc. provider manual Revised 1/2014 Introduction to the provider manual HealthChoice is Maryland s Medicaid Managed care program. Overseen by the Maryland Department of Health and Mental Hygiene (DHMH), the HealthChoice program serves over 500,000 individuals. These individuals are enrolled in one of the participating Managed care organizations (MCOs). Each MCO has policies and procedures that providers who deliver services to recipients must adhere to. Any questions a provider has about the policies of individual MCOs should be addressed by the provider information supplied by the MCO they participate in. While each HealthChoice MCO has its own policies and procedures, many program elements apply to all providers, regardless of the MCO.

2 The purpose of this manual is to explain those elements and be a useful reference for providers who participate in the HealthChoice program. The manual is divided into six sections: Section I - General Information. This section provides general descriptive information on the HealthChoice program including, but not limited to, program eligibility, MCO reimbursement policies, continuity of care and transportation. Section II - provider Responsibilities. This section discusses expectations of all providers, regardless of MCO affiliation. Section III - HealthChoice Benefits and Services. This section provides a listing of the benefits that are and are not the responsibility of all MCOs that participate in HealthChoice.

3 This section briefly outlines some of the optional benefits that Jai Medical Systems Managed Care Organization, Inc. (Jai Medical Systems ) may provide. This section also identifies benefit limitations and services that are not the responsibility of Jai Medical Systems . Section IV - Specialty Mental Health Services . Individuals eligible for the HealthChoice program who are receiving specialty mental health services may receive some or all of their services outside of Jai Medical Systems network. This section details the services. Section V - Rare and Expensive Case Management (REM). Enrollees with certain diagnoses may disenroll from Jai Medical Systems and receive their services through the REM program.

4 This section details the REM program. Section VI - DHMH Quality Improvement Program and MCO Oversight Activities. DHMH conducts numerous quality improvement activities for the HealthChoice program. This section reviews DHMH s quality improvement activities. These activities are separate from quality improvement activities that Jai Medical Systems may engage in. Section VII Forms & Attachments. This section contains forms and other reference materials that may be useful to a provider in the HealthChoice program. 1 HealthChoice provider manual Table of Contents I. GENERAL INFORMATION MARYLAND HEALTHCHOICE PROGRAM THE MARYLAND HEALTHCHOICE PROGRAM .. 1 HEALTHCHOICE ELIGIBILITY .. 1 provider REIMBURSEMENT.

5 2 PCP CONTRACT TERMINATIONS .. 3 CONTINUITY OF CARE .. 4 SPECIALTY REFERRALS .. 4 TRANSPORTATION .. 4 II. provider RESPONSIBILITIES REPORTING COMMUNICABLE 7 APPOINTMENT SCHEDULING AND OUTREACH SERVICES FOR SPECIAL NEEDS POPULATIONS ..13 Services Every Special Needs Population Special Populations-Outreach and Referral to LHD ..14 Services for Pregnant and Postpartum Women ..14 Dental Care for Pregnant Childbirth Related Children with Special Health Care Needs ..19 Individuals with HIV/AIDS ..19 Individuals with Physical or Developmental Disabilities ..21 2 Individuals in Need of Substance Abuse Treatment ..21 Individuals Who are Homeless ..23 Adult Enrollees with Impaired Cognitive Ability/ Psychosocial Problems.

6 23 Jai Medical Systems Support Services for Referral / Authorization Process ..23 provider Referral Process and Documentation Requirements ..23 After Hours and Emergency Care ..24 Pre-Authorization Process ..25 Verifying an Enrollee s Eligibility and PCP ..26 Referral Procedures for Transportation Services ..26 Procedures for Second Opinions ..26 Referral Protocols for Special Referral to the Local Health Department ..26 Submitting Claims ..27 Billing and Reporting Requirements ..27 Third Party Claims Appeals Process ..29 Quality Assurance Monitoring ..30 III. HEALTHCHOICE BENEFITS AND SERVICES OVERVIEW ..33 COVERED BENEFITS AND SERVICES ..34 Audiology Services for Blood and Blood Products.

7 34 3 Case Management Services ..34 Dental Services for Children and Pregnant Women ..35 Diabetes Care Services ..35 Dialysis Services ..35 Disposable Medical Equipment ..36 Durable Medical Supplies ..36 Early and Periodic Screening, Diagnosis, and Treatment (EPSDT) Services ..36 Family Planning Services ..37 Home Health Services ..37 Hospice Care Inpatient Hospital Services ..38 Laboratory Services ..38 Long-Term Care Facility Services/Nursing Facility Services ..38 Outpatient Hospital Services ..40 Oxygen and Related Respiratory Equipment ..40 Pharmacy Services ..40 Physician and Advanced Practice Nurse Specialty Care Services ..41 Podiatry Services ..42 Primary Care Services.

8 42 Primary Mental Health Services ..43 Rehabilitative Second Opinions ..43 Substance Abuse Treatment Services ..44 4 Transplants ..44 Vision Care Services ..44 Dental Services ..44 Benefit MEDICAID COVERED SERVICES THAT ARE NOT THE RESPONSIBILITY OF JAI Medical Systems ..48 SELF-REFERRAL SERVICES ..49 OPTIONAL SERVICES PROVIDED BY JAI Medical Systems ..50 IV. SPECIALTY MENTAL HEALTH SERVICES Introduction ..52 Specialty Mental health Services (SMHS) ..52 Local Access to SMHS-Role of the Core Services Agencies (CSAs) ..52 Role of the Administrative Service Organization ..53 Access to Specialty Mental Health Services ..53 Referring an Enrollee to the SMHS through a Toll-Free Help Specialty Mental Health Diagnoses Covered by the V.

9 RARE AND EXPENSIVE CASE MANAGEMENT (REM) PROGRAM Overview ..57 Medicaid Services and Benefits ..57 Case Management Services ..57 Care Coordination ..58 Referral and Enrollment Process ..58 5 Rare and Expensive Disease List as of January 2013 ..60 VI. DHMH QUALITY IMPROVEMENT AND MCO OVERSIGHT ACTIVITIES QUALITY ASSURANCE MONITORING PLAN ..67 Quarterly Complaint Reporting ..68 Jai Medical Systems Member Hotline ..68 Jai Medical Systems Enrollee Complaint Policy and Procedures ..68 Jai Medical Systems provider Grievance Process ..71 DHMH QUALITY OVERSIGHT: COMPLAINT AND APPEAL PROCESSES ..72 Enrollee Help Line ..73 provider Hotline ..73 Complaint Resolution Ombudsman Program.

10 74 Departmental Dispute Resolution ..75 Enrollee Appeal ..75 VII. FORMS AND ATTACHMENTS Attachment A: School-Based Health Center Visit Report Form Attachment B: Local Health Services Request Form Attachment C: Maryland Healthy Kids Schedule of Preventive Health Care Attachment D: Local Health Department Healthy Start Contacts Attachment E: Hospital Report of Newborns Form Attachment F: Jai Medical Systems Referral Form Attachment G: Pre-Certification Procedure List Attachment H: Clinical Guidelines 6 Attachment I: Maryland Medicaid Mental Health Formulary Attachment J: Mental Health Diagnoses for which Jai Medical Systems is Responsible Attachment K: provider Grievance / Appeal Form Attachment L.