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MHS Operations During Shelter in Place Order

Date: 04/01/20

Thank you for your continued partnership with Managed Health Services (MHS).  In order to ensure that all MHS providers and members have access to normal health plan operations, we are providing a summary of each department’s operations during the COVID-19 Shelter in Place order.

Appeals

Prior Authorization

  • Preferred method of submitting prior authorization requests is electronically (through the Provider Secure Portal or fax).
  • Previously approved authorizations for scheduled services are being “paused” to allow approval with a new date once the service is rescheduled.

Call Center

  • All processes are functioning as normal.
  • Preferred way of addressing claim issues is via the Provider Secure Portal.

Case Management

  • Case Management has suspended all face-to-face visits with members. Telephonic case management is functioning with no interruption in service.

Claims

  • No change in process however the filing limit for participating providers has been extended from 90 days to 180 days for dates of service on or after 3/1/2020 until the end of the emergency period.

Contracting

  • New contracts will be sent out electronically. MHS will accept signature via email along with credentialing documents.
  • Initial credentialing site visits have been postponed and will be conducted when business resumes normally. It will not impact the credentialing cycle.
  • Welcome packets are sent electronically once credentialing and contract execution is complete.

Credentialing and Enrollment

  • No change in process. 
  • Medicaid product providers must enroll at FSSA. 
  • NCQA has not lifted the requirements that PAR (participating) providers be credentialed. PAR requests must go through credentialing as normal.

Incoming Mail

  • Incoming mail is picked up from the US Post Office Monday - Friday, sorted in a secure storage room, and scanned to the appropriate department for handling. A slight delay in each department receiving mail may occur depending on the amount of mail received that day.

As always, we are here to help. There are three ways you can contact us: via the Provider Secure Portal; through MHS Provider Services at 1-877-647-4848, Monday – Friday from 8 a.m. to 8 p.m.; and through your assigned Provider Partnership Associate.

Thank you for being our partner in care.

MHS Provider Relations



Last Updated: 04/30/2020