Physician, Health Care Professional, Facility and Ancillary. Provider Manual. For Commercial and ACA Exchange Products

Physician, Health Care Professional, Facility and Ancillary Provider Manual For Commercial and ACA Exchange Products

Table of Contents Section 1: Section 2: Welcome to IU Health Plans Program Overview About Indiana University Health Plans, Inc. How to Contact Us Our Products Section 3: IU Health Plans Member Eligibility Verifying Eligibility Customer Solutions Center Membership Card IU Health Plans Commercial Membership Card IU Health Plans Exchange Membership Card Section 4: Guidelines for Providers Provider Rights and Responsibilities Protected Health Information Healthcare Fraud Primary Care Physician Commercial Primary Care Physician Exchange Guidelines for Physician Availability Access for Members National Provider Identification (NPI) Interpretive Services In-Network Referral Process Out-of-Network Referral Process Pharmaceutical Management Procedures Section 5: IU Health Plans Member Benefits and Services Member Nurse Line Billing Copayments/Coinsurance/Deductibles Website: www.iuhealthplans.org Page 1

IU Health Plans, Inc. Privacy Practices Member Appeals, Grievances or Complaints Member Pledge Member Medical Information Member Rights & Responsibilities Section 6: Physician and Ancillary Credentialing Credentialing Overview Credentialing Process Required Credentialing Documentation Recredentialing Process Delegation Oversight Appeals Process Confidentiality Section 7: Claims Submission & Reimbursement Claims Policy Coded Service Identifier Billing Services Not Covered by IU Health Plans Claim Submission Guidelines Denied & Corrected Claims Authorization for Services (Medical & Pharmacy) Claim Filing Time Limits Claims Paper- Claims EDI Imaging Quality Clinical Editing Payor Coordination of Benefits Explanation of Payment Disputing Claims Payment Overpayment Recoveries Timely Notice of Demographic Changes Revenue Recovery/Subrogation/Worker s Compensation Section 8: IU Health Plans Provider Relations General Information Website: www.iuhealthplans.org Page 2

Provider Notification and Training Site Visits Claims Section 9: Quality Improvement Quality Improvement Program Clinical Practice Guidelines HEDIS Results and Comparison Confidentiality Member Complaints & Appeals Section 10: Population Health Complex Care Transition Care Section 11: Appendices A. IU Health Plans Referral/Authorization Form Website: www.iuhealthplans.org Page 3

Health Plans Provider Manual For Physicians, Hospitals, and Healthcare Providers Welcome Health Care Providers to Indiana University Health Plans. IU Health Plans understands the complexities of today s changing health care environment. Your care and services makes all the difference. We want to help your practice in making this difference. IU Health Plans Provider Manual contains key information, resources, forms, and other tools at your fingertips. We offer an array of health insurance products through traditional health plans with employer groups, government sponsored plans and individuals. We strive to consistently seize opportunities to meet changing healthcare consumer needs. Most procedural questions that you may have regarding: eligibility, benefits coverage, electronic claims submission, authorization/notification, credentialing, and provider services can be answered utilizing the IU Health Plans Provider Manual. Additional information covered in the manual includes general overviews of IU Health Plans, our products, clinical integration, population health, as well as provider and member rights and responsibilities. Should you require further assistance, please feel free to contact IU Health Plans at (317) 963-9931, via Fax at (317) 968-1415, or via email at iuhplansproviderrep@iuhealth.org. Forms and other information are also available on the IU health Plans website, www.iuhealthplans.org. This Provider Manual is incorporated by reference in the Provider Agreement between Health Plan and Provider, including all incorporated exhibits, attachments, and amendments. Website: www.iuhealthplans.org Page 4

SECTION 2: PROGRAM OVERVIEW IU Health strives to be a preeminent leader in clinical care, education, research and service. Our excellence is measured by objective evidence and established best practices. Exemplary levels of respect and dignity are given to patients and their families, while professionalism and collegiality mark relationships between employees and physicians. IU Health continues to focus on innovation and excellence through collaboration among its partner hospitals and its affiliation with Indiana University School of Medicine. IU Health Plans Medical Management utilizes nationally recognized decision-making criteria based on medical evidence, which can be made available on request. IU Health Plans Utilization Management decision making is based only on appropriateness of care and service and existence of coverage. The organization does not specifically reward practitioners or other individuals for issuing denials of coverage. Financial incentives for UM decision makers do not encourage decisions that result in underutilization. IU Health utilizes the MCG (formerly Milliman Care Guidelines), other approved medical policies, medical literature, and national and regional guidelines/criterion, for utilization management. To obtain a copy of the utilization management program, please login to the provider portal and it will be available for review. IU Health Plans partners with you to provide employers with the confidence and assurance that higher quality of care will be delivered to their employees, their medical costs will be flat or reduced and their productivity will be increased by activated employees. IU Health Plans is driven by a model based on proactive and coordinated continuum of care driven by physician led care teams. We effectively measure patient risk levels in order for providers to personalize a treatment plan and engage care teams led by physicians to activate patient involvement. How to contact us: Indiana University Health Plans, Inc. Administrative Office 950 N. Meridian Street Suite 200 Indianapolis, IN 46204 (317) 963-9700 Indiana University Population Health Care Management/Utilization Management Services 950 N. Meridian Street Suite 600 Indianapolis, IN 46204 Authorizations for Services: 8am - 5pm, Monday Friday (except Federal holidays) (317) 962-2378 Toll Free (866) 492-5878 Website: www.iuhealthplans.org Page 5

FAX (855) 397-8762 Messages received after hours, weekends or holidays by phone or fax will be responded to the next business day. Authorizations for Radiology Services AIM Portal www.aimspecialtyhealth.com Toll Free (888) 240-5091 Business hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. Indiana University Health Plans Departments: Commercial Member Services (317) 963-9700 Toll free (800) 873-2022 Business hours are Monday through Friday, 7:00 a.m. to 7:00 p.m. Exchange Member Services (317) 963-9700 Toll free (855) 413-2432 Business hours are Monday through Friday, 7:00 a.m. to 7:00 p.m. Commercial Provider Services (Claims Inquiry, Eligibility & Benefits) (317) 816-5170 Toll free (800) 873-2022 FAX number (812) 378-7058 TTY, Indiana Relay (800) 743-3333 Exchange Provider Services (Claims Inquiry, Eligibility & Benefits) (317) 816-5170 Toll free (855) 413-2434 FAX number (812) 378-7058 TTY, Indiana Relay (800) 743-3333 Business hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. IU Health Plans Provider Relations (317) 963-9931 (Commercial & Exchange) FAX (317) 968-1415 Website: www.iuhealthplans.org Page 6

iuhplansproviderrep@iuhealth.org Business hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. Our Products: IU Health Plans is a health plan centered on providers and the leading role you play in managing the health of our members and their community. We support healthcare providers in your efforts to keep patients healthy by encouraging movement to a managed care, value-based model. We encourage our members to become active participants in their care, working as a team with you to focus on prevention and early detection of illnesses. We work with you to build protocols to better manage patient health and provide information at the point of care. IU Health Plans covers a variety of Indiana residents through several lines of business ranging from Commercial Group Plans (Self and Fully Insured), Medicare Advantage, Medicaid and the ACA Exchange markets, both on and off exchange. Self-Insurer: An employee benefit plan or similar entity, including, but not limited to employee welfare benefit plans, multiple employer welfare arrangements and Taft-Hartley Trusts, which has entered into an agreement with Health Plan and underwritten or sponsored a Coverage Plan pursuant to which the entity is financially responsible for the Covered Service rendered to Covered Persons. SECTION 3: IU HEALTH PLANS MEMBER ELIGIBILITY Verifying Member Eligibility Eligibility can be verified by the member s membership card, or if a member does not have a membership card, the provider can call the IU Health Plans Provider Services department. Commercial Member: at (317) 816-5170, or toll free (800) 873-2022 to verify eligibility. Exchange Member: at (317) 816-5170, or toll free (855) 413-2434 to verify eligibility. Customer Solutions Center IU Health Plans believes it is critical to provide consistent and accurate responses to all IU Health Plans members and to actively monitor member feedback concerning their physicians. Therefore, the IU Health Plans Customer Services Solutions Center is responsible for: Documenting members concerns in a call tracking system Following the IU Health Plans Policy & Procedure requirements for resolution of member concerns, appeals and grievances Processing of reconsiderations and expedited appeals per IU Health Plans guidelines Developing systems for trend analysis of member concerns based on a system identification of plan and physician Website: www.iuhealthplans.org Page 7

Please direct all IU Health Plans member inquiries concerning plan benefits or procedures to IU Health Plans Customer Solutions Center at (317) 816-5170, or toll free (800) 873-2022 (Commercial) or (855) 413-2434 (Exchange). Business hours are Monday through Friday, 7:00 a.m. to 7:00 p.m. Membership Card All IU Health Plans members receive a white membership card at the time of their confirmed enrollment. The card will have the IU Health Plans logo in the upper left-hand corner. Some cards may have additional logos in the upper right-hand corner to identify a particular group plan which they participate. The IU Health Plans member is instructed to present the card at each visit. The card also indicates the copayments for an office visit (PCP) and specialist (SPEC). Depending on the members benefit plan, the card may also include copayment information regarding emergency room (ER), and urgent care center (UCC) utilization. The members may present a copy of their enrollment application or acknowledgement letter in lieu of their membership card if the IU health Plans card has not been received. This occasionally happens when the member has recently enrolled in IU Health Plans. IU Health Plans Commercial Membership Card The white membership card has the IU Health Plans logo in the upper left-hand corner of the card. The card has a unique eleven-digit IU Health Plans member number. Please refer to this eleven digit member number when making inquiries. The card indicates the member name, the PCP name, and the PCP s telephone number. In most cases the membership card will indicate the member s PCP, providers are encouraged to verify eligibility or call member services to verify assigned PCP (if applicable to member s plan). The card also indicates the copayments for an office visit (PCP), specialist (SPEC), emergency room (ER), and urgent care center (UCC). To obtain the IU Health Plans Commercial Member s effective date, you may contact IU Health Plans Provider Services by calling (800) 873-2022. The IU Health Plans group number is the Policy # as indicated on the card. See SAMPLE CARDS for differences based on PCP selection and appropriate contact information regarding preauthorization, Dental and Vision information, which is listed on the back of the card. Additional information can be found by visiting www.iuhealthplans.org. IU Health Plans Exchange Membership Card The white membership card has the IU Health Plans logo in the upper left-hand corner of the card. The card has a unique eleven-digit IU Health Plans member number. Please refer to this eleven digit member number when making inquiries. The card indicates the member s plan name, the member s name, and any other dependents on the plan. Providers are encouraged to verify eligibility or call member services to verify and confirm eligibility. Website: www.iuhealthplans.org Page 8

The card also indicates the copayments for an office visit (PCP), specialist (SPEC), emergency room (ER), and urgent care center (UCC). To obtain the IU Health Plans Exchange Member s effective date, you may contact IU Health Plans Provider Services by calling (855) 413-2434. The IU Health Plans group number is the Policy # as indicated on the card. See SAMPLE CARDS for an example of the Exchange ID card. Additional information can be found by visiting www.iuhealthplans.org. SECTION 4: GUIDELINES FOR PROVIDERS Website: www.iuhealthplans.org Page 9

Provider Rights and Responsibilities IU Health Plans does not prohibit or restrict network providers acting within the lawful scope of practice from advising or giving treatment options, including any alternative treatment. To ensure effective relationships, and to be consistent with our joint commitment to enhance the quality of life for all IU Health Plans members regardless of IU Health Plan program, we require network providers to: Accept IU Health Plans members as patients to the extent other health plan members are accepted Make members aware of all available care options, including clinical care management through IU Health Plans Treat IU Health Plans members as equals to all other patients Be active participants in discharge planning and/or other coordination of care activities Comply with medical records requirements relative to proper documentation and storage, allowing access for review by individuals acting on IU Health Plans behalf and supporting appropriate medical record information exchange at a provider and/or member s request Comply with patient access standards as defined within this manual Remain in good standing with local and/or federal agencies Be responsive to the cultural, linguistic and other needs of IU Health Plans members. When applicable, inform members of advanced directive concurrent with appropriate medical records documentation Coordinate care with other providers through notification of findings, transfer of medical records, etc., to enhance continuity of care and optimal health. Report findings to local agencies as mandated and to IU Health Plans when appropriate Promptly notify IU Health Plans of changes in their contact information, address, panel status, accepting new patient status and other relevant provider enrollment information Respect and support IU Health Plans Members Rights and Responsibilities Of equal importance, IU Health Plans Providers have the right to: o Receive written notice of network participation decisions o Exercise their rights and other options as defined within this manual and/or the IU Health Plans Provider Agreement o Communicate openly with patients about diagnostic and treatment options o Expect IU Health Plans adherence to credentialing decisions as defined in a later section of the manual Review information submitted to support their credentialing application, and correct erroneous information. Receive the status of their credentialing or recredentialing application Protected Health Information Provider acknowledges that protected health information (PHI) within its possession is subject to protection in accordance with Applicable Law. Provider agrees to abide by Applicable Laws regarding the privacy, confidentiality, security, integrity, use and disclosure of Member information and Medical Website: www.iuhealthplans.org Page 10

Records and other PHI and enrollment information, and to safeguard the privacy, confidentiality, and security of any such information. Safeguarding shall include measures to protect the security of PHI when it is in use, in transit, stored, or destroyed. Provider shall follow Health Plan policies specifying the purposes for which PHI will be used and disclosed. Patient Medical Records Privacy. Provider shall safeguard the privacy of all information that identifies a particular Member and abide by all applicable federal and state laws and regulations regarding confidentiality and disclosure of mental health records, medical records, other health information and enrollment and Member information. Information from, or copies of, medical, enrollment and other records may be released only to authorized individuals in accordance with applicable federal and state laws and regulations. Plan shall secure a signed release from a Member prior to disclosure of the Member s medical records and health information. Plan and Provider shall take precautions to ensure that unauthorized individuals cannot gain access to or alter patient records. Subcontractor Access to Records. Provider and Health Plan each agree to require all subcontractors and agents to comply with Applicable Laws regarding privacy of medical information, including signing business associate agreements as required. Provider agrees to ensure that all downstream entities and their agents with access to PHI agree in writing to protect PHI that is handled outside of the United States of America or the United States Territories. Such written agreements shall specifically govern the use and disclosure of PHI and shall comply with HIPAA s business associate agreement requirements. Nothing in this Section shall limit Health Plan s right to approve subcontracts or assignments as provided elsewhere in this Agreement. Health Care Fraud Prevention IU Health Plans expects providers to comply with all federal and state regulations that prohibit fraudulent behavior, including but not limited to: 1. Recording clear and accurate documentation of all services rendered in a timely manner as close as possible to the date of service 2. Not signing blank certification forms that are used by suppliers to justify payment for home oxygen, wheelchairs, and other medical equipment 3. Being suspicious of any vendor offering discounts, free services or cash in exchange for referrals 4. Refusing to certify the need for medical supplies for patients not seen and/or examined 5. Specifying the diagnosis when ordering a particular service (e.g., lab test) 6. Knowing and adhering to the practice s billing policies and procedures 7. Verifying the identity of patients since insurance cards can be borrowed, stolen and fabricated 8. Carefully scrutinizing requests for controlled substances, particularly with new patients Reporting Health Care Fraud Providers who suspect health care fraud should report any suspicions or concerns. Below is a listing of ways to report your concerns. Suspicions or concerns involving an IU Health Plans member or another provider can be reported in writing, by secure email, or telephone. Website: www.iuhealthplans.org Page 11

To report to Indiana University Health Plans Compliance Office: By mail -Indiana University Health Plans Executive Director, Compliance 950 N. Meridian, Suite 200 Indianapolis, IN 46204 By telephone - (317)963-9773 By fax - (317)963-9800 To report to Indiana University Health Corporate Affairs: By mail - Compliance Services I-65 at 21st Street, W338 P.O. Box 1367 Indianapolis, Indiana 46206-1367 By telephone - (317) 962-1425 By fax - (317) 962-0304 To report anonymously to the Indiana University Health TrustLine: (888) 878-7836 The TrustLine is Indiana University Health's confidential hotline. Indiana University Health personnel may use it to report, anonymously if they choose, knowledge or suspicion of unethical or illegal actions. It is available twenty-four hours per day and seven days per week. You cannot be punished for reporting legitimate concerns. Compliance Services personnel investigate TrustLine reports confidentially and attempt to maintain callers' anonymity. However, because of the nature of compliance investigations, we cannot guarantee that a caller's identity will never become known. If a caller's identity becomes known, Indiana University Health's policy still protects the caller from retaliation. Callers who believe that someone is retaliating against them for reporting legitimate compliance concerns should contact Compliance Services department personnel. To report to the Joint Commission on Accreditation of Healthcare Organizations: Joint Commission on Accreditation of Healthcare Organizations Office of Quality Monitoring One Renaissance Blvd. Oakbrook Terrace, IL 60181 Tel: (630) 792-5000 FAX: (630) 792-5636 Complaint Hotline: (800) 994-6610 Email Address: complaint@jcaho.org To report to the Centers for Medicare and Medicaid Services: If you have concerns about the safety or quality of care provided at any Indiana University Health facility, you may report these concerns to the Centers for Medicare and Medicaid Services at: Website: www.iuhealthplans.org Page 12

Centers for Medicare and Medicaid Services Chicago Regional Office 233 North Michigan Avenue, Suite 600 Chicago, IL 60601-5519 Tel. (312) 644-4227 Federal False Claims Act In complying with our obligations under the Deficit Reduction Act of 2005, IU Health Plans provides detailed information to our employees, contractors and agents regarding the False Claims Act and comparable state anti-fraud statutes, including whistleblower protections. To that end, IU Health Plans has developed and continues to refine our policies and procedures regarding fraud and abuse detection, prevention and reporting including but not limited to the following documents: 1. IU Health Plans Code of Conduct 2. IU Health Plans Compliance and Integrity Plan 3. False Claims Act/ Whistleblower Policy Primary Care Physician (Commercial) All Commercial IU Health Plans members are required to select a Primary Care Physician (PCP) who falls under the categories of Family Practice, General Practice, Internal Medicine, or Pediatrics. The member can currently choose a physician from the participating primary care physicians, as detailed in the IU Health Plans Physician Directory or by contacting IU Health Plans Member Services at (800) 873-2022. Primary Care Physician (Exchange) IU Health Plans Exchange members are not required to select a Primary Care Physician (PCP). Indiana University Health Plans will be highly encouraging our members to select a PCP who falls under the categories of Family Practice, Internal Medicine, or Pediatrics. The member can currently choose a physician from the participating primary care physicians, as detailed in the IU Health Plans Physician Directory or by contacting IU Health Plans Exchange Member Services at (855) 413-2432. GUIDELINES FOR PHYSICIAN AVAILABILITY Primary Care Physician Relationship The selection of a physician by the member identifies an intended doctor-patient relationship. While it is appropriate for the physician to establish protocols by which the member is integrated into the practice, the newly selected Primary Care Physician must be available to see IU Health Plans patients for acute care, until they can be seen under the established protocols. Primary Care Physicians may call (317) 963-9700 to verity patient eligibility, authorizations and other pertinent information. Providers may obtain access and / or instructions regarding on-line verifications of eligibility, authorizations, etc. at www.iuhealthplans.org or by contacting IU Health Plans at (317) 963-9700 for more details regarding access. Website: www.iuhealthplans.org Page 13

Access for Members All IU Health Plans, Inc. members should be able to reach their Primary Care Physician or his/her designated covering physician by telephone, for emergencies, within 30 (thirty) minutes, 24 (twenty four) hours a day, and 7 (seven) days a week. For routine messages, a return call should be made to the patient within 1 (one) working day. IU Health Plans requires the following standards are maintained regarding appointment availability. Designated covering physician is one in the PCP s Clinic or Medical Management Group or an IU Health Plan contracted participating provider. Primary Care Physicians Appointment Standards are as follows: Type of Appointment Maximum Waiting Time for an Appointment Emergency Urgent or Emergent Routine, but in need of attention, for symptomatic but non-urgent Routine and Well/Preventive care Access to afterhours care Immediate Within 24 hours Within 5 business days Within 30 calendar days Office number answered 24 hours / 7 days/week by answering service or instructional message on how to reach a physician. Specialty Care Physicians Appointment Standards are as follows: Type of Appointment Maximum Waiting Time for An Appointment Emergency Urgent Non-Urgent symptomatic Access to afterhours care Immediate Within 48 hours Within 2-4 weeks Office number answered 24 hrs/7 days/wk by answering service or instructional message on how to reach a physician Behavioral Health Providers Appointment Standards are as follows: Type of Appointment Maximum Waiting Time for an Appointment Emergency Immediate Website: www.iuhealthplans.org Page 14

Urgent or Emergent Routine Non-life threatening emergency Within 48 hours Within 10 business days Within 6 hours Access to afterhours care Office number answered 24 hrs/7days/wk by answering service or instructional message on how to reach a physician /licensed behavioral health practitioners. National Provider Identification (NPI) The Health Insurance Portability and Accountability Act (HIPAA), federal Medicare regulations, and many state Medicaid agencies mandate the adoption and use of a standardized NPI for all health care professionals. In compliance with HIPAA, all covered health care providers and organizations must obtain an NPI for identification purposes in standard electronic transactions. In addition, based on statespecific regulations, NPI may be required to be submitted on paper claims. HIPAA defines a covered health care provider as any provider who transmits health information in electronic form in connection with a transaction for which standards have been adopted. These covered health care providers must obtain an NPI and use this number in all HIPAA transactions, in accordance with the instructions in the HIPAA electronic transaction x12n Implementation Guides. To avoid payment delays or denials, we require that a valid Billing NPI, Rendering NPI and relevant Taxonomy code(s) be submitted on both paper and electronic claims and encounters. In addition, we strongly encourage the submission of all other NPIs. It is important that, in addition to the NPI, you continue to submit your TIN. The NPI information that you report to us now and on all future claims and encounters is essential in allowing us to efficiently process claims and encounters and to avoid delays or denials. Interpretation Services IU Health Plan contracted providers must provide interpreting services free of charge when necessary or appropriate, including phone communication to members with limited English proficiency or impaired. If interpretive services are not available on site then the provider should contact IU Health Plans Customer Service users call Relay Indiana at (800) 743-3333. IU Health Plans complies with all applicable state and federal mandates, Office for Civil Rights (OCR) of the United States Department of Health and Human Services (HHS), Indiana Department of Insurance, Office of Minority Health and National Committee for Quality Assurance (NCQA). In-Network Referral Process IU Health Plan Members are allowed to utilize in-network providers without a referral from their PCP. Primary Care Physicians are encouraged to communicate with specialists when they do refer for a Website: www.iuhealthplans.org Page 15

particular service. All services should be verified for coverage under the members benefit plan prior to rendering services if a referral was made by the Member s PCP. To facilitate continuity and coordination of care, the referring PCP should provide timely communication of clinical information to the specialist. Likewise, the specialist should provide communication to the Member s PCP, providing a description of health services rendered to the Member at the referrals visit(s). IU Health Plans encourages all providers to make referrals to in-network specialists and to contact Population Health at (317) 962-2378 or Toll Free (866) 492-5878 to determine medical necessity or other Out of Network options if necessary. Out-of-Network Referral Process An Out-of-Network (OON) referral means a written authorization provided by a participating physician and approved by IU Health Plans for services from a non-participating provider. OON referrals must be requested by the Member s primary care physician (PCP). If an OON referral is obtained, services received from a non-participating provider are covered at an in-network level of benefits under the Member s benefit plan. An OON referral is needed only when services are not available from an IU Health Plan Network Provider. To determine whether an OON referral is necessary under a Member s benefit plan, contact Member Services at the number on the back of the Member s IU Health Plans ID card. Please note that a referral does not guarantee payment of a claim and all services by an OON provider require prior authorization before services are rendered. An OON provider s reimbursement is based on the Single Case Agreement (SCA) negotiated between IU Health Plans and the OON Provider. A SCA will only be initiated after services have been deemed medically necessary and an authorization is given. Pharmaceutical Management Procedures A review of the procedures are conducted annually or at time of updates or new information and are communicated to members and prescribing providers upon review and approval of P & T Committee. The communication may occur by mail, fax, email, or on Web site. Members and prescribing providers are informed that the information is available on line. The information provided includes: List of covered pharmaceuticals, formulary, including restrictions and preferences, for example, prior authorization requirements, tiers and copay information. The formulary accessible to providers and members on the plan website indicates by drug, the tier status and any restrictions such as generic indicator, prior authorization, quantity limit and step therapy. Members and providers may request the formulary and indicators in paper copy if preferred. How to use the procedures Explanation of limits or quotas Prescribing providers are required to provide information to support an exception request Process for generic substitution, therapeutic interchange and step-therapy protocols. SECTION 5: IU HEALTH PLANS MEMBER BENEFITS AND SERVICES Website: www.iuhealthplans.org Page 16

Member Nurse Line A Nurse Line is provided for IU Health members to assist in answering their medical questions 24 hours a day, 7 days a week. IU Health nurses can answer health questions and recommend course of action. Nurses can answer member questions ranging from illness symptoms, medicine for children, urgent care for accidents, pregnancy, or if a condition is an emergency. Number: 855-413-2432, select option 1, then option 6 to access the nurse line Billing The IU Health Plans provider is reimbursed, per their provider agreement. The member should not be balanced billed, except for uncollected copays, coinsurance, deductibles, and non-covered services. Members may not be billed for services provided that are denied due to the provider s failure to notify IU Health Plans, failure to file a timely claim, submit a complete claim, to respond to requested information, or comply with the policy and procedures as required by the provider s agreement with IU Health Plans. Members can be billed for non-covered services but must be made aware of their financial obligation prior to the services being rendered. Copayments/Coinsurance/Deductibles Members are responsible for copayments, coinsurance and deductibles associated with their benefit plan. Please refer to the member s membership card for current copay information or to the IU Health Plans Summary of Benefits. Collection of copayments, coinsurance, and/or deductibles is at the time of service. IU Health Plans, Inc. Privacy Practices We are required by law to maintain the privacy of our member s health information and to provide them with notice of our legal duties and privacy practices. IU Health Plan member s healthcare provider may have different policies or notices regarding the use and disclosure of medical information as it applies to the provider's office or clinic. Provider shall keep such medical records for a period as required by applicable laws. Medical records must be legible, signed, and dated. Medical record information must be protected by the Provider as required under State and Federal laws and regulations. Provider shall provide a copy of a Member s medical record and other information that pertains to the Member, in a timely manner. Member Appeals Grievances or Complaints IU Health Plans members have a right to appeal any decision about the Plans payment for or failure to provide what members believe are covered services provided with IU Health Plans. Members have the right to appeal if they do not agree with the Plan s decisions about medical bills or health care. When members want IU Health Plans to reconsider and change a decision that has been made about what services or benefits that are covered (which includes whether or not we will pay for the care or how much we will pay), members can file an appeal. That is to say specifically, members may file an appeal under these conditions: Website: www.iuhealthplans.org Page 17

IU Health Plans, or its plan providers, will not approve or give the member the care that the Plan should cover or what we will pay If members think that IU Health Plans has refused to pay for services that they think are covered IU Health Plans has not paid a bill IU Health Plans has not paid a bill in full Appeals must be submitted within 180 days from the date of receipt of claim denial to submit an appeal. Appeals may be sent to us in writing at the following address: Commercial & Exchange Members: Medical Grievance or Appeal: Mail: IU Health Plans Office of Appeals PO Box 627 Columbus, Indiana 47202-0627 Pharmacy Grievance or Appeal: Mail: IU Health Plans Pharmacy Benefit Management Office of Appeals 950 N Meridian Street, Suite 600 Indianapolis, Indiana 46204 Appeals are reviewed within 30 days after receipt. Our Pledge Regarding IU Health Plans Information IU Health Plans is required by law to maintain the privacy of our members health information and to provide them with notice of our legal duties and privacy practices. The healthcare provider may have different policies or notices regarding the use and disclosure of the medical information created in the provider s office or clinic. How IU Health Plans use and disclose Medical Information The following categories describe different ways that we use and disclose medical information. For each category of use or disclosure we will explain what we mean and give some examples. Not every use or disclosure in a category will be listed. However, all of the ways we are permitted to use and disclose information will fall within one of the categories. Website: www.iuhealthplans.org Page 18

FOR TREATMENT We may review a member s medical information to provide authorization for certain Medical treatment. We may disclose a member s medical information to healthcare providers who are involved in their care. For example, we may obtain medical information for services a provider requested that may be considered experimental /investigational. We may also review medical information when the member requests treatment by an out of network provider. FOR PAYMENT We may use and disclose medical information to providers so that they may bill and receive payment for the treatment and services they provided. For example, we may need to give a member s insurance information to providers so they may bill us for the treatment provided to one of our members. FOR HEALTH CARE OPERATIONS We may use and disclose medical information about members for our business operations. These uses and disclosures are necessary to run the Plan and make sure they receive quality care. For example, we may use medical information to review a provider's treatment and services and to evaluate their performance in regard to our member(s). We may remove information that identifies a member from this set of medical information when used to evaluate specific disease conditions. HEALTH-RELATED BENEFITS AND SERVICES We may use and disclose medical information to tell a member about health-related benefits or services. For example, we may remind them when it s time for their yearly mammogram or diabetic retinal eye exam. INDIVIDUALS INVOLVED IN A MEMBER S CARE OR PAYMENT FOR CARE We may release medical information about a specific member to a friend or family member who is involved in their medical care only when the member has designated that individual(s) and we have an authorization on file. WORKERS' COMPENSATION We may release medical information for workers' compensation or similar programs. These programs provide benefits for work-related injuries or illness. HEALTH OVERSIGHT ACTIVITIES Website: www.iuhealthplans.org Page 19

We may disclose medical information to a health oversight agency for activities authorized by law. These oversight activities include, for example, audits, investigations, inspections and licensure. These activities are necessary for the government to monitor the health care system, government programs, and compliance with civil rights laws. LAWSUITS AND DISPUTES If a member is involved in a lawsuit or a dispute, we may disclose medical information about them in response to a court or administrative order. We may also disclose medical information in response to a subpoena, discovery request, or other lawful process by someone else involved in the dispute. MEMBER S RIGHTS AND RESPONSIBILITIES You, your patient and other health care providers are partners in your patients health care. There are certain rights and responsibilities that are critical to this partnership. The manner in which the member exercises these rights and responsibilities affects our ability to make appropriate medical care available to all our members. The members are entitled to these rights without regard to sex, race, culture, and economic, educational or religious background. Below is a summary of member rights. THE MEMBER HAS THE RIGHT... To receive information about the organization, its services, its practitioners and providers and member rights and responsibilities; To be treated with respect and recognition of dignity and right to personal privacy; To have twenty-four (24) hour access to a PCP and if out of town, receive emergency care, if necessary; To receive prompt and appropriate treatment for physical and emotional disorders and disabilities; To be informed by their health care provider of information about their diagnosis, treatment and prognosis; To participate in decisions involving their medical care; To participate in candid discussions of appropriate or medically necessary treatment options for their conditions, regardless of cost or benefit coverage. To receive appropriate information so they may give an informed, voluntary consent to participate in any experimental research. (Experimental and investigational procedures are not covered in our plan.) To refuse treatment and to be informed of the probable consequences of their action. To have a guardian, next of kin or legally authorized person exercise their rights on their behalf; To have health records kept confidential except when disclosure is required by law or permitted by the patient in writing; To receive guidance and recommendations for additional medical care when coverage ends; To be provided with information about us, our providers and your rights; and Website: www.iuhealthplans.org Page 20

To continue receiving active treatment from their provider even if the provider's network status changes (i.e. terminates from the network) until the current period of active treatment, or for up to 90 calendar days, whichever is less, for members undergoing active treatment for a chronic or acute medical condition. For pregnant members in their second or third trimester of pregnancy, continuation of care through the postpartum period. To voice complaints or appeals about the organization or the care it provides; To make recommendations regarding the organization's member rights and responsibilities policy; Responsibility to supply information (to the extent possible) that the organization and its practitioners and providers need in order to provide care; Responsibility to follow plans and instructions for care that they have agreed to with their practitioners; Responsibility to understand their health problems and participate in developing mutually agreed-upon treatment goals, to the degree possible. SECTION 6: PHYSICIAN AND ANCILLARY CREDENTIALING Credentialing Overview It is the policy of IU Health Plans to credential and re-credential Participating Providers using NCQA and CMS standards and state and federal guidelines. IU Health Plans requires credentialing of any licensed medical practitioner (physician or non-physician) either independent or part of a group before reimbursement of any services rendered to IU Health Plans members. Practitioners who must be credentialed: Practitioners who have an independent relationship with IU Health Plans: Medical Doctors Specialist Osteopaths Podiatrist Hospital based practitioners who have an independent relationship with IU Health Plans such as: Anesthesiologist with pain-management practices Cardiologist University faculty who are hospital based and who also have private practices Dentist who provide care under the organizations medical benefit: Endodontists Oral Surgeons Periodontists Website: www.iuhealthplans.org Page 21

Non-physician practitioners who have an independent relationship with IU Health Plans and who provide care under our benefits: Nurse Practitioners Nurse Midwives Physician Assistants Optometrist Physical therapist Occupational therapist Speech and language therapist Credentialing Process A standard credentialing application (e.g. CAQH application) must initially be completed by all providers along with submission of additional credentialing materials (e.g. DEA certificate, malpractice insurance face sheet, CV, etc). Verification of the accuracy of the materials will be conducted by credentialing staff utilizing data from recognized monitoring organizations. Any discrepancies between materials submitted by providers and the data viewed during verification will be conveyed to providers giving the practitioner a chance to resolve the discrepancy. Upon completion of the initial credentialing process an appointed committee of IU Health Plans will review the materials to determine entry into the program. At a minimum, the committee individually reviews the credentials of practitioners who do not meet IU Health Plans established criteria. An objective review will be enforced thereby omitting any committee member from making any voting decisions if he/she feels there is a conflict of interest, has been professionally involved with the practitioner, or feels his or her judgment has been compromised. Practitioners will be notified within sixty (60) calendar days of the peer-review committee s decision. All IU Health Plans Providers have the right to request and receive information upon request regarding the status of their credentialing application. This request can be made via telephone or writing by contacting the IU Health Plans Provider Relations department. Any credentials information may be shared with you except for peer-review protected information. Upon request, credentialing staff will notify you about the status of a completed credentialing application no more than 60 days after receiving the completed credentialing form and every 30 days after the notice until the final credentialing decision is made. For initial credentialing decisions and recredentialing denials, providers will be notified of the credentialing decision within sixty (60) calendar days of the peer-review committee s decision. If there is any credentialing information obtained from an outside source that varies substantially from the information provided by the Provider, IU Health Plans credentialing staff will notify the Provider electronically, by telephone, by fax or in writing. This might include for example, malpractice claims Website: www.iuhealthplans.org Page 22

history, board certification status, or licensure actions. The Provider has the right to correct the erroneous information by submitting written clarification to the credentialing staff within 30 or 60 days. Required Credentialing Documentation To participate in the IU Health Plans network the following criteria must be met by practitioners: Attestation: Attested to completion and accuracy of the application State License: Current, valid, and unrestricted license to practice in Indiana or a neighboring state DEA: Current, valid and unrestricted DEA certificate for prescribing controlled substances and a current Indiana Controlled Substance Certificate Educational Requirements: Graduate school recognized by Indiana State Boards. Satisfactorily completed a residency program in the appropriate specialty of practice Board Certification: Board certified in the specialty in which the practitioner treats IU Health Plans patients. Certification must be through a recognized board such as ABMS, AOA, APMA etc. Exceptions may be granted if: o If the physician is not board certified in the appropriate specialty of practice IU Health plans must ensure the appropriate CME documentation has been submitted that verifies the physician has received a minimum 25 Category I CME s in the last 12 months, 50 Category I CME s in the last 24 months, or 75 Category I CME s in the last 36 months Privileges: Clinical privileges in good standing at practitioner s primary admitting hospital. If the practitioner is a PCP or behavioral health practitioner and does not have admitting privileges at an in network hospital, the practitioner must have relationship privileges with another in network practitioner to admit an IU Health Plans member and follow the member while the member is in the hospital. Additionally, the practitioner may have a clinical appointment to an in network hospital that designates covering practitioner relationship(s) Liability Coverage: Professional liability coverage of $250,000/$750,000 and participation in the Indiana Patient Compensation Fund. If not under the fund then there must be coverage of $1,000,000 per occurrence, $3,000,000 aggregate or be a covered employee or contractor of an entity that is eligible for coverage under the Federal Tort Claims Act Malpractice History: Acceptable liability history must be presented based upon pattern, frequency, and type of settle and pending claims against the practitioner. A historical report within the last ten years of any liability claims filed must be submitted for review by the medical director or designee A peer-review Committee or designee will review all practitioners with: a) Two (2) or more filed malpractice claims or settlement in the past five (5) years b) Any settlement for $500,000 or more in the past five (5) years c) A closed claim with a payment or settlement involving a death Website: www.iuhealthplans.org Page 23

Note: If no additional suits have been filed against the practitioner since the most recent credentials cycle or no new information arises on previous cases (e.g. settlement reached, finding of malpractice, etc.) liability history review is not required. Work History: Comprehensive five-year professional employment and/or education history CLIA: Practitioners with laboratory testing services onsite must also provide proof of a Clinical Laboratory Improvement Amendments (CLIA) certificate Contract: Must confirm an agreement to abide by contract terms Impairment: Attests that physical or mental impairment cannot affect ability to practice, which includes absence of chemical dependency or substance abuse Sanctions: Must report past disciplinary action or criminal indictment. Must demonstrate an absence of Medicare or Medicaid sanctions. It must be demonstrated that sanctions outside of Medicare of Medicaid will not permit future subpar performance Providers Must Disclose: a) All past or pending sanctions under state or other licensing agencies, hospitals, DEA, or other facilities b) All past or pending disciplinary or professional committee action by a healthcare entity (e.g. hospital) c) Information regarding past suspensions, limitations, or termination from a managed care plan, hospital, or insurer d) Any felony convictions Recredentialing Process IU Health Plans requires all practitioners participating in the IU Health Plans program to be recredentialed at least every thirty-six (36) months. Recredentialing will be similar to the initial credentialing process as a standard recredentialing application (e.g. CAQH application) will be completed and verified using recognized monitoring organizations. In addition, data obtained during the provider s tenure in the plan will be evaluated for quality assurance or clinical effectiveness. The data regarding practice experience can take part in the peer-review committee review of a recredentialing provider. Practitioners will be notified of any discrepancies between recredentialing applications and IU Health Plans review of the information allowing them a chance of submission of additional materials to resolve the issue. After verification of materials by IU Health Plans, committee will comprehensively review the candidate and notify the practitioner of the decision within sixty (60) calendar days. Delegation Oversight Monitoring of Sanctions, Complaints & Quality Issues IU Health Plans is committed to providing its members with consistent, high-quality healthcare. To maintain its commitment, ongoing monitoring of sanctions, member complaints, and quality issues is Website: www.iuhealthplans.org Page 24