CALIFORNIA - Pacificare Health Systems

PART A
68
How Your Behavioral
Health Care Benefits Work
information reasonably necessary and requested by
PBHC to make the determination.
If the decision cannot be made within these time
frames because (i) PBHC is not in receipt of all the
information reasonably necessary and requested,
or (ii) PBHC requires consultation by an expert
reviewer, or (iii) PBHC has asked that an additional
examination or test be performed upon the Member,
provided the examination or test is reasonable and
consistent with good medical practice, PBHC will
notify the Participating Provider and the Member, in
writing, that a decision cannot be made within the
required time frame. The notification will specify
the information requested but not received or the
additional examinations or tests required, and the
anticipated date on which a decision may be rendered
following receipt of all reasonably necessary requested
information. Upon receipt of all information reasonably
necessary and requested by PBHC, then PBHC shall
approve or deny the request for authorization within
the time frame specified above as applicable.
PBHC notifies requesting Participating Providers of
decisions to deny or modify request for authorization
of Behavioral Health Services of Members within
twenty-four (24) hours of the decision. Members
are notified of decisions, in writing, within two (2)
business days of the decision. The written decision
will include the specific reason(s) for the decision, the
clinical reason(s) for modifications or denials based
on a lack of Medical Necessity, and information about
how to file an appeal of the decision with PBHC. In
addition, the internal criteria or benefit interpretation
policy, if any, relied upon in making this decision will
be made available upon request by the Member.
If the Member requests an extension of a previously
authorized and currently ongoing course of treatment,
and the request is an “Urgent Request,” as defined
above, PBHC will modify or deny the request as
soon as possible, taking into account the Member’s
behavioral health condition, and will notify the
Member of the decision within 24 hours of the request,
provided the Member made the request to PBHC at
least 24 hours prior to the expiration of the previously
authorized course of treatment. If the concurrent care
request is not an Urgent Request, as defined above,
PBHC will treat the request as a new request for a
Covered Service under the Behavioral Health Plan and
will follow the time frame for non-Urgent requests, as
discussed above.
If you would like a copy of PBHC’s description of
processes utilized for the authorization or denial
of Behavioral Health Services, or the criteria
or guidelines related to a particular condition,
you may contact the PBHC Customer Service
Department or visit the PBHC Web site at
www.pbhi.com.
Second Opinions
A Member, or his or her treating PBHC Participating
Provider, may submit a request for a second opinion to
PBHC either in writing or verbally through the PBHC
Customer Service Department. Second opinions will be
authorized for situations, including but not limited to,
when:
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the Member questions the reasonableness or
necessity of recommended procedures;
the Member questions a diagnosis or plan for
care for a condition that threatens loss of life, loss
of limb, loss of bodily functions, or substantial
impairment, including but not limited to a chronic
condition;
the clinical indications are not clear or are complex
and confusing, a diagnosis is in doubt due to
conflicting test results, or the treating provider is
unable to diagnose the condition and the Member
requests an additional diagnosis;
the Treatment Plan in progress is not improving
the medical condition of the Member within an
appropriate period of time given the diagnosis and
plan of care, and the Member requests a second
opinion regarding the diagnosis or continuance of
the treatment; or
the Member has attempted to follow the plan
of care or consulted with the initial provider
concerning serious concerns about the diagnosis or
plan of care.
The request for a second opinion will be approved or
denied by PBHC’s Medical Director (or designee) in
a timely fashion appropriate for the nature of your or
your Dependent’s condition. For circumstances other
than an imminent or serious threat to your health, a
second opinion request will be approved or denied
within five (5) business days after the Participating
Provider or PBHC receives the request. When there
is an imminent and serious threat to your behavioral
health, a decision about your second opinion will be