Maryland Provider Portal Training – Submission of 3808 Retrospective Reviews March 2016

1. Maryland Provider Portal Training – Submission of 3808 Retrospective Reviews March 2016

2. Agenda • Introduction to Telligen • Security Registration • Security Administrator Training • Provider Portal User Training – 3808 Retrospective Reviews • Questions and Answers

3. Introduction to Telligen

4. Overview Our mission is to improve quality and cost effectiveness of healthcare for consumers and providers • Employee-owned: company founded in 1972 with headquarters in Iowa and offices in Maryland, Illinois, Oklahoma, Colorado, Minnesota, Massachusetts, Nebraska Combining extensive clinical and technical expertise to solve complex healthcare challenges

5. Overview Areas of Practice Currently managing Medicaid populations in Iowa, Oklahoma, Nebraska, Minnesota & Massachusetts Federally designated Quality Improvement Network for Iowa, Illinois & Colorado Developed & implemented the first pay-for-performance reporting system for CMS

6. Utilization Control Utilization Control Experience Telligen’s Health UM Programs: Continuous URAC accreditation since 1992

7. Provider Partnership Engagement & Education • WebEx Trainings for 3808 Retrospective Reviews this week and next • WebEx Trainings in April for all other service levels • Follow up with providers on questions and on an individual as required

8. Acute Care Reviews Order of Events • Customization for Maryland medical community • Provider outreach and introductions • Transmittal from DHMH to providers for portal training and registration • Opening of public informational website • Webex training / distribution of education materials • Complete registration of Security Administrators and Users • Facility designated “Security Administrator” • Security Administrator manages user(s) for the facility • DHMH Announcement of portal opening • Submit Reviews .

9. Security Registration

10. Provider Portal Security • The Telligen Provider Portal is a web application that allows healthcare providers to submit review requests. • The Provider Portal utilizes a delegated security model • A delegated security model requires an organizational executive (Provider Executive) to “delegate” administrative rights to one or more individuals within their organization (Security Administrator) • The Security Administrator will: • There should be 1 Security Administrator per facility • Be the point of contact for the organization; • Add, remove or edit Provider Users accounts PLEASE NOTE - HIPAA and DHMH compliance requires all staff entering reviews or accessing the portal MUST have their own logon and password. Do not create generic logons

11. Registration Process Overview • The registration packet can be downloaded from the website at: http://telligenmd.qualitrac.com • Once downloaded, three sections will need to be completed. • Section 3: Executive Agreement • Section 4: Security Administrator Agreement • Section 5 – Security Administrator Registration Form

12. Provider Registration Requirements Protecting your security and in compliance with HIPAA • To comply with security requirements for the State of Maryland and with HIPAA hitech standards, we do require that page 5 of the request be notarized. • This can be done at the original submission OR be done within 30 days of electronic submission by sending a hard copy of the form to Telligen at the Telligen Maryland office.

13. Methods of submission of Provider Registration • Electronic – Please submit your completed form to Telligen at Telligen at MarylandUCSupport@telligen.com • U.S. Mail – Telligen, Inc. • 6518 Meadowridge Road • Elkridge, MD 21075 • ATTN: Provider Services • Telligen will need a hard copy of your notarized form at the above address within 30 days of initial electronic submission • An email will be sent with the security administrators login and temporary password within 3 business days of receipt.

14. Provider Portal Training- 3808 Retrospective Reviews

15. Telligen Portal – How the Provider Benefits Information and timing – Portal submission equals quicker turnaround • When you upload a document to the Portal you will receive an email confirmation • When a determination is made on your request, you will receive an email notification • When you access the portal, you can view the status of all requests and the authorization number • Save time and telephone calls by utilizing the Portal

16. Tips for Submission and Prompt Response Assist us to assist you • Please only submit a single request once – you can check on your request using the Case ID • For the backlog for the period of February and March we would request that you submit 10% of your backlog each day beginning on 4/1/16 to allow for efficient processing of backlog requests as well as new requests. • Telligen will be staffed for the backlog and for peak activity periods to facilitate prompt processing • Turnaround times – Business Days 20 days for initial requests – 3 days for reconsiderations

17. Provider Portal: Start a New Request • To get started, navigate to the website: http://telligenmd.qualitrac.com • Utilize the “Login” option in the top right hand corner to log-in to the Patient Portal. • Step 1: To start a new request, select “Add Authorization” button

18. Provider Portal: Patient Information • Step 2: Enter the member’s Medicaid ID and Date of Birth • The data entered MUST be an exact match to continue.

19. Provider Portal: • If the entered Member ID and Date of Birth is not found in the system, you will see the following screen. • Click the “Try Again” button to reenter the information. • If member is still not found, confirm the information with the patient and/or contact the Help Desk for further assistance at1-888-276-7075

20. Provider Portal: Provider and Facility Information • Step 3: Enter the Ordering Provider and Treating Facility Information. • Treating Facility is required.

21. Provider Portal: Service Request • Step 4: The following information will be entered on this screen. The ones with a red asterisk (*) are required. • Level of Care (Will be defaulted as shown) • Authorization Type (Will be defaulted as shown) • Principal Diagnosis* • Secondary Diagnosis (Up to 3 can be entered.) • Procedure (Up to 3 can be entered.) • Admit Date* • Discharge Date * • Discharge Status * • DRG

22. Provider Portal: Supporting Documentation • Step 5: Attach supporting documentation. • This is where the medical record will be attached to the file along with any other supporting documentation. The medical record is required to be included for the review to be processed.

23. Provider Portal: Supporting Documentation • Users have two options to add files: • Drag and drop files in to the box. • Select the “Choose Files” option, navigate to the file, and select it to be uploaded. • Once files are added, select the “Start Upload” button. • Multiple files can be added and uploaded at one time.

24. Provider Portal: Supporting Documentation • The medical record can be attached in the following formats:

25. Provider Portal: Summary and Attestation • Step 6: The user will review the information for accuracy, enter their Username to confirm that they agree to the terms, and click “Done”.

26. Provider Portal: Summary and Attestation • Clicking the “Done” button is necessary to submit the case through the system for review. • An email will be sent to the User with the case number. This confirms that the case has been submitted. • The User will also receive an email when case review is complete. • A User may log in at any time to determine case status, view applicable correspondence, and attach additional information.

27. Patient Portal: Landing Page Use buttons to filter the cases in your queue. Use column headings to reorder the data. Use search boxes to find specific information. Click on Case ID to get more details. Use to navigate through the pages Use this button to begin entering a new case.

28. Patient Portal: Case ID • After a case has been submitted, Users can look up the case and perform additional actions or view details. • A User can search for a case using the search fields or by navigating through the pages. Once the case has been located, click on the Case ID field to select it.

29. Patient Portal: Case Details • Clicking on the Case ID opens the Case Details page. Click the Reference ID to see a summary page and view correspondence

30. Patient Portal: Summary Page and Correspondence • When the User clicks on the Reference ID, a summary page opens where the case information, supporting documentation, and status can be reviewed. • This page contains any correspondence attached to the case. Clicking on the link(s) contained in the Letters section will open the correspondence for review.

31. Patient Portal: Attaching Additional Documentation and Requesting a Reconsideration Click the Attach Documentation button to upload additional information and attach it to the case. Click the Request Reconsideration button to request a reconsideration.

32. Security Administrator Training

33. Security Administrator: Accessing the Portal • Security Administrators will receive an email once their Provider Portal account set-up is completed. • The email will contain the link to the portal and the temporary password assigned to the account. • First time accessing the Portal, the Security Administrator will: • Change their password • Agree to the Terms of Use

34. Security Administrator: Adding a User • Step 1: Go to the User Management Tab • Step 2: Select “Add User” at the bottom of the page

35. Security Administrator: Adding a User • It is very important that all information is completed, including name and address. • Required fields are marked with a red asterisk (*) • Check the Provider Group or Facility the User is associated with in the Group Membership section. • Select “Save”.

36. Security Administrator: Adding a User • Once the User is created in the system, the Security Administrator will need to: • Communicate to the User that the account is established and provide the User with their User Name • All email addresses and User Names must be unique in the system. • The system will not allow a User to be created if either the User Name or email address is duplicated in another account. • Utilize the “Reset Password” functionality to send the User an email with a temporary password. Once the User receives the email, they will be able to log-in, change their password, and agree to the Terms of Use.

37. Security Administrator: Modifying Information for a User • Click the User Management Tab • Search for the User that you wish to modify • Click the User’s name to navigate to the Details page • Click the “Edit” menu option on the upper right hand side

38. Security Administrator: Modifying Informationfor a User • The Edit screen will display. • Update the values that need to be changed. • Click “Save” when finished with modifications.

39. Security Administrator: Resetting a User Password • Click the User Management tab • Search for the User • Select the User • Click “Reset Password” on the upper right hand side

40. Security Administrator: Resetting a User Password • You will be prompted to continue. Click Yes • The screen will provide notification of successfully resetting the password.

41. Questions Telligen will become your partner in serving Medicaid clients