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

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Provider hotline

PROVIDER HOTLINE

April 14, 2010

Maryland Department of Health and Mental Hygiene


When to call the hotline
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.


Contact information
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


How to prepare for a call
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;


How to prepare for a call1
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.