PROVIDER MANUAL - Sendero Health Plans

More documents

Recommendations

Info

Sendero Provider Manual Page 48 of 184 o If records are not received with thirty (30) days, the claim is considered denied. The provider is notified of the denial, the reason for the denial and the appeal process. o When records are received, a decision is made within thirty (30) days using the following criteria: • medical appropriateness, timeliness, and necessity • established medical criteria • plan benefits Once a decision is made, the provider is notified of the results. If the provider disagrees with the results, he / she may appeal according to appeals requirements included “ST5 Complaints & Appeals” or “CH4 Complaints & Appeals” in this manual. Discharge Planning Discharge planning refers to all aspects of planning for post-hospital needs and ensuring the continuity of quality medical care in an efficient and cost-effective manner, and should begin prior to admission. Discharge planning activities include provisions for and/or referrals to services required in improving and maintaining the patient’s health and welfare following discharge. Sendero’s Health Services RN Care Coordinators work with the attending physician and staff, the Member, the Member’s family, and other health care professionals to ensure continuity of care after discharge. It is recognized that discharge planning is a process which requires multidisciplinary involvement to achieve the greatest success. Consequently, input is sought from all healthcare professionals such as nurses, physical therapists, as well as any other ancillary staff and services. Anticipated discharge needs should be discussed with the Health Services Department prior to admission, or as early as possible in the admission. Upon notification, each admission will receive an anticipated length of stay that indicates the estimated discharge date. To facilitate discharge planning for Members in the hospital, call the Health Services Department. The Health Services Department RN Care Coordinator may help in: Arranging home health services and durable medical equipment (DME) Admissions / transfers to other facilities Coordinating medical transportation Questions on benefits or coverage Authorization and arrangement of transfer of out-of-area patients Information and referral to community resources 6.3 Referrals Members with Special Health Care Needs Members with special health care needs may need several referrals to meet their health care needs. These Members may need direct access to a Specialist provider. Members with special health care needs may have a standing referral to a Specialty Physician as approved by the Medical Director. Sendero Customer Services 1-855-526-7388 Network Management 1-855-895-0475 Health Services Dept.: 1-855-297-9191 (FAX 1-512-275-2862)
Sendero Provider Manual Page 49 of 184 Referral Procedure When a referral to a Sendero Specialist or ancillary facility is necessary, the following steps should be taken: The primary care provider selects a Specialist from the Sendero network panel. The primary care provider arranges for services with the Specialist in the usual manner including coordination of pertinent clinical information and then issues a referral. A referral form is sent to the specialist by using either the Sendero Referral logo form or the Texas Authorization and Referral Form in Appendix A of this manual or online via the internet. The Specialist will examine and treat the Member (as requested by the primary care provider) and document recommendations and treatment. The Specialist should keep the primary care provider continually informed of findings and treatment plans. The Specialist will submit a claim form to Sendero. For further details regarding claim filing, please see “7.0 Billing and Claims” in this manual. If the Member requires additional services not directly associated with the diagnosis in the referral, the Specialist must contact the primary care provider prior to rendering the additional care to coordinate these services. Primary Care Provider Referrals to Specialists A Member’s referral is usually initiated during an office visit to the primary care provider. Referrals usually include visits to the Specialist through the Member’s enrollment period. Referrals should be issued prior to the visit to the Specialist (with the exception of emergency room and behavioral health initial evaluation). Specialist to Specialist Referrals When a specialist wishes to refer to another specialist they need to refer the patient back to the primary care provider to initiate the physician to physician referral. Specialists can, however refer patients for in network ancillary services that fall under the scope of their practice. (For example, an Orthopedic Specialist can make a referral for Physical Therapy or Occupational Therapy.) Specialists should ensure that the primary care providers are kept informed of the results of any examinations and any additional treatment recommended. Self-Referral Services Members are allowed to self-refer, without a primary care provider referral, for the following services: Emergency care Routine vision care, other than surgery form a Network Therapeutic Optometrist or Ophthalmologist OB/GYN care Behavioral Health Services Texas Health Steps examinations (STAR Members only) Family Planning (STAR Members only) Out-of-Network Referrals Request for services by non-contracted providers, out of area / out of network services require Pre-authorization by the Health Services Department. The pre-authorization will require that the requesting provider submit the Sendero Customer Services 1-855-526-7388 Network Management 1-855-895-0475 Health Services Dept.: 1-855-297-9191 (FAX 1-512-275-2862)
Page 1 and 2: Sendero Provider Manual Page 1 of 1
Page 11 and 12: Sendero Provider Manual Page 11 of
Page 47: Sendero Provider Manual Page 47 of
Page 99 and 100:
Sendero Provider Manual Page 99 of
Page 101 and 102:
Page 103 and 104:
Page 105 and 106:
Page 107 and 108:
Page 109 and 110:
Page 111 and 112:
Page 113 and 114:
Page 115 and 116:
Page 117 and 118:
Page 119 and 120:
Page 121 and 122:
Page 123 and 124:
Page 125 and 126:
Page 127 and 128:
Page 129 and 130:
Page 131 and 132:
Page 133 and 134:
Page 135 and 136:
Page 137 and 138:
Page 139 and 140:
Page 141 and 142:
Page 143 and 144:
Page 145 and 146:
Page 147 and 148:
Page 149 and 150:
Page 151 and 152:
Page 153 and 154:
Page 155 and 156:
Page 157 and 158:
Page 159 and 160:
Page 161 and 162:
Page 163 and 164:
Page 165 and 166:
Page 167 and 168:
Page 169 and 170:
Page 171 and 172:
Page 173 and 174:
Page 175 and 176:
Page 177 and 178:
Page 179 and 180:
Page 181 and 182:
Page 183 and 184:
show all

PROVIDER MANUAL - Sendero Health Plans

Create successful ePaper yourself

Delete template?

Save as template?