PROVIDER HOTLINE

1. PROVIDER HOTLINE April 14, 2010 Maryland Department of Health and Mental Hygiene

2. When to Call the Hotline • Call the Hotline if you have questions about: • Services/Benefits; • Medications; • Pre-authorizations for your patient from their MCO; • MCO policies and/or requirements; or • Billing issues.

3. Contact Information Ellen Mulcahy-Lehnert (CRU Supervisor) Email: lehnertE@dhmh.state.md.us or Ann Price (Division Chief) Email: APrice@dhmh.state.md.us 1-888-767-0013 1-410-767-6859 8:30 AM – 4:30 PM, Monday – Friday Afterhours – Leave message

4. How to Prepare for a Call • You will be asked to provide the following • information when you call the Hotline: • Provider name, caller name and relation to provider; • Provider MA #; • MCO(s) involved in complaint/question;

5. How to Prepare for a Call • Detailed information regarding complaint, including: • Description of the complaint, such as billing or denial of treatment • services; • The names of all relevant persons involved (MCOs, provider, client); • Relevant dates, such as treatment dates, when the MCO was • contacted, what was said, what follow-up communication has • occurred and what is the status of the complaint; • If the complaint is in regards to particular member or several • members, whether the member(s) is/are in HealthChoice or PAC and • their MA numbers; and • If the issue involves only one member, has treatment already started • or have services been requested for authorization.