2017 Provider Operations Manual

Table of Contents Chapter 1: Overview .................................................................................... 1 Welcome ......................................................................................................... 1 About this Manual ............................................................................................ 1 Definitions........................................................................................................ 1 Medicare Advantage........................................................................................ 1 Medi-Cal .......................................................................................................... 2 Benefit Plans ................................................................................................... 2 Special Needs Plans ....................................................................................... 2 Non-Interference.............................................................................................. 3 Chapter 2: Key Contacts Resource Guide ................................................... 4 Chapter 3: Enrollment and Eligibility ............................................................ 7 Open Enrollment, Lock-in, and Disenrollment ................................................. 7 Identifying a Member ....................................................................................... 8 Verifying Eligibility............................................................................................ 8 Enrollment Area and Physician Selection ........................................................ 9 Continuation Area ............................................................................................ 9 Member Requests to Transfer to a Different PCP ........................................... 9 Dates of Coverage........................................................................................... 9 Chapter 4: Physician Responsibilities ........................................................ 10 PCPs and Specialist Physicians .................................................................... 10 Medi-Cal and Supplemental Benefits ............................................................ 10 Independent Living Power Benefits ............................................................... 10 Annual Exams ............................................................................................... 11 Initial Health Assessment .............................................................................. 11 Advance Directives ........................................................................................ 11 Referrals ........................................................................................................ 12 Behavioral Health Referrals ..................................................................... 12 Standing Referrals ................................................................................... 12 Specialist Physician Referrals .................................................................. 12 Second and Third Opinions ...................................................................... 13 In-network Referrals/Medicare-Approved Facilities .................................. 13 Documentation of Referrals ..................................................................... 13 Members on Hospice..................................................................................... 13 Out of Area Hospitalizations .......................................................................... 13 Continuity of Care .......................................................................................... 14 Clinical Trials ................................................................................................. 14 Chapter 5: Network Standards ................................................................... 15 Credentialing ................................................................................................. 15 Delegation of Credentialing Functions ..................................................... 15 Credentialing Process and Nondiscrimination .......................................... 15 Timeline for Re-Credentialing .................................................................. 16 American Board of Medical Specialties Board Certification ..................... 16 Appeals .................................................................................................... 16 Notice to the Plan of Critical Deficiencies ................................................. 17 Provider Changes (Additions, Terminations, Panel Closures) ....................... 17 Table of Contents SCAN Health Plan 2017 Provider Operations Manual

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Member and CMS Notification (Provider Terminations) ................................ 17 Plan Notification ............................................................................................ 18 Out of Area/Network Services v. Directed Care/In Area Initiated Care .......... 18 Providing Information..................................................................................... 18 Access to Services ........................................................................................ 19 Provider Network...................................................................................... 19 Specialty Care .......................................................................................... 19 Provider Directory .................................................................................... 19 Access to Care Standards and Hours of Operation ................................. 20 Cultural Competency and Interpreter Services ........................................ 20 Health Education ...................................................................................... 21 Provider Training and Education ................................................................... 22 Appeals, Grievances, and Payment Disputes ............................................... 22 Marketing and No Steering Rule ................................................................... 22 Member Rights and Nondiscrimination .......................................................... 23 Safeguard Privacy and Maintain Records Accurately and Timely ................. 23 Disruptive Behavior ....................................................................................... 24 FDR and Compliance Program Requirements .............................................. 24 Chapter 6: Utilization Management ............................................................ 26 Delegation of Utilization Management ........................................................... 26 Organization Determinations ......................................................................... 26 Medi-Cal and Supplemental Benefits ............................................................ 26 Utilization Management Criteria .................................................................... 27 Prior Authorization ......................................................................................... 27 Concurrent and Retrospective Review .......................................................... 27 Notice Requirements ..................................................................................... 28 Special Considerations for FIDE SNP Members ...................................... 29 Timeliness of Pre-Service Organization Determinations (Part C) .................. 30 Continuity of Care .......................................................................................... 30 Chapter 7: Medical Management and Case Management ......................... 31 Delegation of Medical Management .............................................................. 31 Our Quality Improvement Program ................................................................ 32 Our Case Management Programs ................................................................. 32 Chapter 8: Member Appeals and Grievances ............................................ 33 Requesting Reconsideration/Redetermination on Behalf of a Member ......... 34 State Fair Hearing Rights .............................................................................. 34 Chapter 9: Delegation Oversight ................................................................ 35 Delegation Determinations ............................................................................ 35 Performance of Delegated Activities.............................................................. 35 Delegation Status, Revocation and Resumption ........................................... 35 Network Performance Committee.................................................................. 36 Audits ............................................................................................................ 36 Audit Results and Corrective Action .............................................................. 37 Sanctions....................................................................................................... 38 Audit Summaries ........................................................................................... 38 Chapter 10: Pharmacy ............................................................................... 41 Table of Contents SCAN Health Plan 2017 Provider Operations Manual

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Pharmacy Benefits ........................................................................................ 41 Part D Formulary ........................................................................................... 41 Requests to Add Drugs to the Part D Formulary ...................................... 41 Finding a Network Pharmacy ........................................................................ 41 Specialty Pharmacy and Specialty Medications ............................................ 42 Mail Order Pharmacy Program ...................................................................... 42 Coverage Determination Process .................................................................. 42 Transition Policy ............................................................................................ 43 Medication Therapy Management (MTM) Program ....................................... 43 Part D Vaccines ............................................................................................. 43 Hospice and ESRD Part D Exclusions .......................................................... 43 Hospice Medications ................................................................................ 44 End Stage Renal Disease (ESRD) Prospective Payment Program ......... 44 Chapter 11: Provider Reimbursement ........................................................ 45 Corporate Information Changes .................................................................... 45 Wire Transfers ............................................................................................... 45 Physician Incentive Plans: Requirements and Limitations ............................. 45 Chapter 12: Claims .................................................................................... 46 Claims Submission ........................................................................................ 46 Coordination of Benefits ................................................................................ 47 No Balance Billing ......................................................................................... 47 Maximum Out Of Pocket (MOOP) limit .......................................................... 49 Claims Adjudication ....................................................................................... 49 Definition of Clean Claim .......................................................................... 49 Rejected v. Denied Claims ....................................................................... 49 Payment ........................................................................................................ 49 Special Rules for Non-Contracted Provider Claims.................................. 49 Checking Claims Status ................................................................................ 50 Provider Claims Disputes and Appeals ......................................................... 50 Special Rules for non-Contracted Providers ............................................ 50 Guidance for Providers Delegated for Claims Activities ................................ 51 Chapter 13: Encounter Data ...................................................................... 53 Provider Responsibilities ............................................................................... 53 Reconciliation Process .................................................................................. 54 Submission of Supplemental Encounter Diagnosis Code .............................. 54 Chapter 14: Fraud, Waste, and Abuse ....................................................... 56 Provider Responsibilities ............................................................................... 56 Monitoring and Oversight .............................................................................. 57 Chapter 15: Privacy and HIPAA ................................................................. 59 Appendix A: CMS Provider and Supplier Contract Requirements ...................... 61 Appendix B: Select DHCS Requirements ........................................................... 63

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Chapter 1:

Overview

About SCAN

Welcome

Our mission is simple: Keeping Seniors Healthy and Independent. That’s been our mission since we were founded in 1977.

About this Manual

It started when a group of senior activists in Long Beach, California got together, determined to improve access to the care and services they needed so they could stay as independent as possible. They brought together experts in medicine, gerontology, psychology and social services and formed the Senior Care Action Network, a not-for-profit health plan for people with Medicare. Now known as SCAN, we are still not-for-profit. And we are still dedicated to helping our Members live how and where they choose, with the assistance they might need as they get older. To learn more about SCAN, please visit our website: https://www.scanhealthplan.com/

Congratulations and welcome to the SCAN Health Plan (SCAN) family! We look forward to working with you to meet high quality of care standards and provide and manage cost-effective health care for our Members.

Please read this manual carefully. It explains your responsibilities as a provider participating in the SCAN network of providers. As indicated in your provider contract with SCAN, you are obligated to comply with the terms of this manual. This manual is updated annually and is available on our website at https://www.scanhealthplan.com/.

Definitions The use of “provider” in this manual refers to individuals and entities, including medical groups, contracted with SCAN to provide health care or ancillary services to Members. The use of “group” or “medical group” in this manual refers to a provider that is a medical group or IPA. All capitalized terms are defined in accordance with Medicare rules unless a different definition is stated in the manual or in your contract with SCAN.

Medicare Advantage SCAN is a Medicare Advantage Organization (MA Organization) subject to the requirements of the Medicare Advantage Program as administered by the Centers for Medicare & Medicaid Services (CMS). SCAN benefit plans also include Medicare Part D prescription drug coverage (also referred to as “MA-PD Plans”). All providers are also subject to Medicare Advantage plan requirements including Part D requirements. In order to be a SCAN provider you must be eligible for payment by Medicare. This means that you cannot be excluded from participation in any federal health care program and that you have not opted out of the Medicare program. See Appendix A: CMS Provider and Supplier Contract Requirements for select requirements.

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Medi-Cal SCAN also contracts with the California Department of Health Care Services (DHCS) to provide health care services to eligible Medi-Cal recipients. Services provided to these Members, also referred to as dually eligible or D-SNP Members, are subject to Medi-Cal program requirements as administered by the DHCS. SCAN is responsible for ensuring all our providers meet these requirements. Please see Special Needs Plans, below, and Appendix B: Select DHCS Requirements for more information.

Benefit Plans All SCAN products include the full benefits of Original Medicare (Part A and Part B) and may also include additional benefits beyond Original Medicare. These additional benefits beyond Original Medicare are Supplemental Benefits, including Mandatory Supplemental Benefits and Optional Supplemental Benefits, and Medi-Cal covered services/items applicable to dually eligible Members (D-SNP Members, see below). Examples are prescription drug coverage, vision, and hearing coverage. Not all plan configurations are offered in all service areas or carry the same Supplemental Benefits. Providers are deemed participating in all benefit plans associated with their participating networks and may not terminate participation in an individual benefit plan. Not all plan configurations are offered in all service areas or carry the same Supplemental Benefits and coverage is defined by and subject to limitations and exclusions set forth in the applicable Evidence of Coverage (EOC) and/or Medicare/Medi-Cal coverage rules. Please review the applicable Summary of Benefits, EOC, and formulary documents available online at https://www.scanhealthplan.com/scan-resources/plan-materials for more information.

Special Needs Plans SCAN’s benefits plans include Special Needs Plans (SNPs), which are Medicare Advantage coordinated care plans specifically designed to provide targeted care and limit enrollment to special needs individuals. See https://www.cms.gov/Medicare/Health-Plans/SpecialNeedsPlans/index.html. • SCAN’s Chronic Condition Special Needs Plans (C-SNPs) target cardiovascular disorders and chronic heart failure, diabetes mellitus, and end-stage renal disease requiring dialysis (any mode of dialysis). • SCAN’s Dual Eligible Special Needs Plans (D-SNPs) serve Members who are dually eligible and dually enrolled in Medicare and Medicaid in designated counties (Fully Integrated Dual-Eligible SNP, also called FIDE SNP). SCAN also serves Members who are dually eligible, but are singularly enrolled with the health plan (the Chapter 1: Overview SCAN Health Plan 2017 Provider Operations Manual

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Member’s Medi-Cal benefit is assigned to another plan or is on a fee-for-service basis). SCAN coordinates care for these Members through the same model of care. • SCAN’s Institutional Special Needs Plans (I-SNPs) serve Members who are institutional equivalent, living in the community but requiring an institutional level of care. Members must meet a nursing facility level of care criteria and reside in designated counties. Each SNP has a Model of Care (MOC) which provides the basic framework and is a vital quality tool for ensuring that the unique needs of each Member are identified and addressed through the plan's care management practices. CMS publishes MOC summaries, including SCAN’s, to provide a broad overview of each SNP’s MOC and to provide a general overview of how each SNP addresses beneficiary needs. See: https://www.cms.gov/Medicare/Health-Plans/SpecialNeedsPlans/SNP-Model-Of-Care-Summaries.html.

Non-Interference Nothing contained in this manual is intended or shall be construed to interfere with the professional relationship between a Member and his/her physician(s), including the physician’s ability to discuss treatment options with the Member or advocate for the Member in his or her Grievances relating to services. Providers likewise may not prohibit Members from completing SCAN surveys and/or otherwise expressing their opinion regarding services received from providers.

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Chapter 2:

Key Contacts Resource Guide SCAN Resources for Providers

SCAN website https://www.scanhealthplan.com/ • View EOCs and other plan documents • Find pharmacies • Enroll in the Provider Portal • Part D Formulary • Verify Member eligibility • Case management programs • Lookup claims • Access HCC University • Find providers (provider directory) • Clinical guidelines and practice tools • Find compliance training and resources • Pharmacy information • Find SCAN approved notice templates • Initiate an Appeal on behalf of a Member Provider Portal (register on our website or by emailing [email protected]) https://providerportal.scanhealthplan.com • Verify eligibility • Pharmacy reports • Access encounter data application • Risk pool reports • Capitation reports • 5 Star reports • Eligibility reports • Risk adjustment and HCC reports Network Management (888) 705-7226 or [email protected]* • Request benefits grid • Initiate an Appeal on behalf of a Member • Accessibility guidelines • Help finding in-network specialists, a • How to become a provider Medicare-approved facility, other providers • Delegation and delegation oversight • Financial responsibility for services * Email requests for corporate changes, and to add or terminate providers to

[email protected]

Provider Information Line (877) 778-7226 • Verify eligibility via IVR, faxback, • Interpreter services (24/7) automatic voice response, or a live • Help with whether a drug is covered representative under Part B or D Case Management (855) 649-7226 and Fax: (562) 989-5212 • Refer a Member* • Questions * Referrals forms may be emailed to [email protected]

Medical Management and Utilization Management (800) 250-9048 and Fax: (800) 411-0671 • Coverage guidance • Authorizations for service

• Report an admission • Report an event

* Requests for coverage guidance can also be emailed to [email protected] Chapter 2: Key Contracts Resource Guide SCAN Health Plan 2017 Provider Operations Manual

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SCAN Resources for Providers Claims (800) 307-8003 • Assistance with electronic clearinghouse*

• Check claims status

* Or contact Office Ally directly at (360) 975-7000 Option 1 or visit https://cms.officeally.com/

Personal Assistance Line (PAL) Unit (866) 722-6725 • General D-SNP benefit questions and/or authorization procedures Independent Living Power (ILP) (800) 887-8695 or [email protected] • Referrals • Questions regarding ILP services Encounter Data Team [email protected] • Enroll in ICE Alternative Submission • Encounter data questions Pharmacy Benefits Express Scripts (Pharmacy Benefits Manager) For Coverage Determinations, 24/7: (844) 424-8886; Fax: (877) 328-9799 TTY: (800) 716-3231 For mail order prescriptions: (888) 327-9791 Fax: (800) 837-0959 Address: Express Scripts Mail Pharmacy Service, PO Box 66566, St. Louis, MO 631666566 To request to add a drug to the Part D Mail request to: SCAN Health Plan, Attn: Formulary: Director, Pharmacy Benefits and Formulary, 3800 Kilroy Airport Way, Suite 100, Long Beach, CA 90806 To Report Fraud, Waste, or Abuse By phone: By email: On our website: To Report a HIPAA Breach By phone: By email: Via certified mail:

(877) 863-3362 (anonymous) [email protected] https://www.scanhealthplan.com/scanresources/report-an-issue/fraud-information-andresources

(855) 895-7226 [email protected] SCAN Health Plan, Privacy Office, 3800 Kilroy Airport Way, POB 22616, Long Beach, CA 90801-9826

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SCAN Resources for Members Member Services (800) 559-3500 • Obtain hard copy provider directory • Request translation/interpreter services • Ask about benefits and co-payments • Select a physician or request to transfer physicians To Enroll in the Mail Order Program On line at:

• Arrange for the provision of Supplemental Benefits • Resolve service issues or claims issues • Get information regarding clinical trials • Get a Member ID card • Questions and information

Mail a completed application (available on the SCAN website) to:

Express Scripts, Mail Pharmacy Service at PO Box 66566, St. Louis, MO 63166-6566.

www.StartHomeDelivery.com

Additional Resources for D-SNP Members Personal Assistance Line (PAL) Unit (866) 722-6725 (TTY users call: 711) • Education related to Medicare and Medi-Cal benefits, navigation through the managed care system, and Grievance/Appeal process and state fair hearing process • Facilitation of the Initial Health Assessment and Staying Healthy Assessment appointment • Assistance with state fair hearings, coordination of transportation, claims/billing issues, address and phone number changes, and PCP/medical group changes Care Coordination Department

(800) 887-8695

• Community based adult services/adult day health care • DME (bathroom safety) (non-Medicare) • Incontinence supplies/nutritional supplements Medical Management Department (800) 250-9048 • • • •

Outpatient heroin detoxification services HIV/AIDS Home and Community Based Services Long Term Care and Support Services (LTSS) Personal care services

Transportation

(844) 714-2218

• Schedule transportation • Call (844) 864-3359 to check on an already scheduled ride Utilization Management Department

(800) 250-9048

• DME/medical supplies (non-Medicare covered) • Inpatient mental health (in a psychiatric facility) in excess of Medicare benefit

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Chapter 3:

Enrollment and Eligibility

To enroll in a SCAN product, individuals must meet all eligibility requirements and complete the SCAN application process during an authorized enrollment period. Medicare Eligibility Requirements To enroll, an individual must: • Have Medicare Parts A & B and continue 1 paying Part B premium, 2 • Live in the plan’s service area, and • Not have permanent kidney failure at the time of enrollment unless enrolled in the Plan’s C-SNP product, See 0Overview. 1 2 3

Medi-Cal Eligibility Requirements • • • • •

Meet Medicare eligibility requirements, Be enrolled in Medi-Cal with full benefits, Be at least 65 years of age, Not be enrolled in a Medi-Cal waiver 3 program, and Agree to receive personal care and related homecare services from the plan.

Includes those under age 65 and qualified by Social Security as disabled. Member must continuously reside within the service area for 6 months or more, The Medi-Cal waiver programs include but are not limited to: AIDS Syndrome Waiver, Nursing Facility Acute Hospital Waiver, Multipurpose Senior Services Program (MSSP) Waiver, In-Home Operations (IHO) Waiver, The Assisted Living Waiver Pilot Project, In-Home Supportive Services (IHSS) Independence Plus Waiver, and Individuals who have commercial HMO coverage, or persons who have Medicare HMO coverage other than SCAN.

Open Enrollment, Lock-in, and Disenrollment CMS requires MA Organizations to have an open enrollment period, which currently runs from October 15 to December 7 of each year. Usually, this is the only time when Medicare Advantage health plans and prescription drug plans are open and accepting new Members, other than those who are newly eligible or qualify for a special election. MA Organization Members are "locked-in", meaning they can only switch Medicare plans during open enrollment unless they qualify for a special election enrollment or switch to a 5-star plan. Examples of special election situations are when the beneficiary moves outside the service area, is turning or recently turned 65, moved to the area, has Medicaid, lost retiree health coverage, or is diagnosed with a qualifying disability. Other special election situations may exist, as determined by CMS. Members may voluntarily disenroll during the Medicare disenrollment period, which extends from January 1 to February 14 annually. During this time, the Member may disenroll from his/her plan and enroll in Original Medicare effective March 1. SCAN may involuntarily disenroll a Member when the Member does not retain Medicare Parts A and B coverage, commits fraud, fails to pay monthly plan premiums where applicable, permanently moves out of SCAN’s service area, is disruptive, abusive, unruly or uncooperative (see Chapter 5: Network Standards), or no longer meets SNP requirements. These conditions are subject to change at SCAN’s discretion. Under no circumstances, however, will a Member that otherwise meets all eligibility requirements be involuntarily disenrolled due to health status. Regardless of the reason for disenrollment, covered services must continue to be provided until the effective date of disenrollment.

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Identifying a Member Member identification cards are intended to identify Members, the type of plan they have, and facilitate their interactions with providers. Cards for various products may have different looks, but the general information displayed is similar. Examples:

Applicants are instructed to use a temporary ID card if services are needed prior to the receipt of the permanent membership card. Example of a temporary identification card:

Verifying Eligibility Possession of a Member identification card is not a guarantee of eligibility. Providers are responsible for verifying eligibility each time a Member receives care either: • •

Electronically at https://providerportal.scanhealthplan.com; or Via our interactive voice response system at (877) 270-7226.

SCAN also provides a monthly eligibility report to each group that includes all Members assigned to the group. Verification is always based on the data available at the time of the request, and since subsequent changes in eligibility may not yet be available, verification of eligibility is not a guarantee of coverage or payment. Interactive Voice Response (IVR) Eligibility Verification: Help us Help the Member IVR users have access to real-time eligibility data including physician group information and effective date, benefit plan effective date and co-payment amounts, and to listen to pending eligibility changes. High volume users can also request “Power User” status by sending an email to [email protected] and get access to a customized eligibility data.

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Enrollment Area and Physician Selection When an applicant enrolls, they are asked to select a Primary Care Physician (PCP) and medical group. SCAN encourages, but cannot require, an applicant to select a PCP within 30 minutes or 30 miles of their residence. If an applicant does not select a PCP and physician group on the enrollment form, SCAN will assist the applicant with their selection or assign a default PCP and physician group near the Member’s residence.

Continuation Area An individual is eligible to elect a SCAN benefit plan if he/she permanently resides in the service area of the plan. A temporary move into the plan’s service area does not enable the individual to elect the plan; SCAN must deny such an election. SCAN, however, may offer a continuation of enrollment option to local plan enrollees when they no longer reside in the service area of a plan and permanently move into the geographic area designated by SCAN as a continuation area. See 42 CFR 422.54(b).

Member Requests to Transfer to a Different PCP Members may request transfers to a new PCP verbally or in writing. Transfer requests received on or before the 20th of each month will be processed and effective for the 1st of the following month. Requests received after the 20th of the month will be processed and effective for the 1st of the second month following the date of request.

Dates of Coverage A Member’s effective date will always be the first day of the month, and a Member’s termination date will always be the last day of the month. Coverage begins at 12:00:01 a.m. on the effective date and ends at 11:59:59 p.m. on the termination date (PST). Applicants typically become enrolled effective on the first day of the month after completing an enrollment application. Members may be enrolled for future effective dates (90 days in advance) when they are approaching age 65 and become entitled to Parts A and B in the future month. We refer to these “future effectives” as “Age-Ins”.

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Chapter 4:

Physician Responsibilities

Physicians participating in the SCAN network have certain responsibilities based upon their roles as PCPs and/or specialist physicians. Contracted medical groups are responsible for ensuring that their physicians comply with SCAN requirements as set forth in this manual including the requirements set forth in this Chapter. This responsibility extends to clinical and non-physician staff responsible for supporting physicians; all uses of “physician” shall be understood to extend to such staff.

PCPs and Specialist Physicians A PCP is a family physician/family practitioner, general practitioner, internist or other specialist allowed by the Member’s benefit plan who is selected by the Member to be responsible for supervising, coordinating and providing care to the Member. To ensure quality and continuity of care, the PCP is responsible for arranging all of the Member’s health care needs from providing primary care services to coordinating referrals to specialists and providers of ancillary or hospital services. PCPs are also responsible for maintaining the Member’s medical record, including documentation for all services provided to the Member by the PCP, as well as any specialists, behavioral health or other referral services. Members may also choose to see a Nurse Practitioner or Physician’s Assistant who supports the PCP. A specialist physician is a physician credentialed by SCAN or its delegate to provide certain specialty care outside the expertise of the PCP. Specialist physicians must provide specialty care only as authorized by the PCP in a referral.

Medi-Cal and Supplemental Benefits It is important to remember that Members may be entitled to additional benefits beyond Original Medicare such as Supplemental Benefits like prescription drug coverage, vision, and hearing coverage and/or by virtue of eligibility/enrollment in Medi-Cal (D-SNP Members). PCPs should refer Members to our Member Services Department, (800) 559-3500, to arrange for Supplemental Benefits. PCPs remain responsible for coordinating care for D-SNP Members, and for referring these Members to SCAN for Medi-Cal only benefits. PAL Unit for Dually Eligible (D-SNP) Members: Help us Help the Member

SCAN offers a dedicated unit with specialized employees trained to respond to questions from D-SNP Members about their Medicare and Medi-Cal benefits and to assist with care coordination, identification, and access to care and services. You can reach the PAL Unit at (866) 722-6725.

Independent Living Power Benefits Members who are dually eligible and dually enrolled in Medicare and Medicaid in designated counties (FIDE SNP Members) may be eligible for Independent Living Power (ILP), SCAN’s in-home services program. ILP is an expanded benefit to qualified SCAN community-dwelling Members who meet nursing facility level of care and elect to Chapter 4: Physician Responsibilities SCAN Health Plan 2017 Provider Operations Manual

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remain in their own homes in designated counties. These services are provided to give Members the extra support they need to continue living safely and independently in the comfort and security of their own homes. The ILP program is designed to assist Members who might otherwise require nursing home placement because they are no longer able to care for themselves and lack sufficient support to do so. ILP services may include: • • • • • •

Personal care such as bathing and grooming; Homemaker services like grocery shopping, light cleaning and laundry; Caregiver relief; Home-delivered meals; Community Based Adult Services /Adult Day Health Care; and Transportation escorts to and from important medical appointments.

To qualify for this benefit, a Member must be evaluated by SCAN to determine if he/she meets California Nursing Facility Level of Care criteria once enrolled in the plan. An eligible Member may qualify for assistance if he/she demonstrates any of the following: • • • • •

Requires the assistance of another person to complete activities of daily living; Has little or no support from family or friends; Arrives to appointments with assistance or repeatedly forgets appointments; Becomes easily confused or exhibits significant memory loss; and Has a medical condition that limits functionality.

To refer Members to ILP, call (800) 887-8695 or send your e-mail referral information to: [email protected].

Annual Exams PCPs are required to perform Medicare preventive visits and yearly wellness exams. See https://www.medicare.gov/coverage/preventive-visit-and-yearly-wellness-exams.html.

Initial Health Assessment PCPs must conduct an Initial Health Assessment (IHA) for Members, within 90 days of the effective date of enrollment. See 42 C.F.R. § 422.112(b)(4)(i) for more information. See also See http://www.dhcs.ca.gov/formsandpubs/forms/pages/stayinghealthy.aspx for DHCS requirements.

Advance Directives PCPs are required to educate each Member about advance directives and this education must be documented in the Member’s medical record. Completed advance directives must be placed in a prominent place in the Member’s medical record (see 422.128(b)(1)(ii)(E)). For more information regarding advance directives and other SCAN resources, visit https://www.scanhealthplan.com/Caregivers-andFamily/Information-Resources/Planning-Ahead.

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Referrals PCPs and specialist physicians must timely and appropriately provide referrals to Members. Referrals shall not be required for: • • • • • •

Routine women’s healthcare, which includes breast exams, screening mammograms (x-rays of the breast), Pap tests, and pelvic exams as long as received services from a network provider (see 42 CFR 422.100(g)(1); Influenza vaccine and pneumococcal vaccine received from a network provider. Copays may not be charged (see 42 CFR 422.100(g)(2)); Emergency Services from network providers or from out-of-network providers; Urgently Needed Services from network providers or from out-of-network providers when network providers are temporarily unavailable or inaccessible; Kidney dialysis services that the Member gets at a Medicare-certified dialysis facility when the Member is temporarily outside the plan’s service area; and Any other services specified in the applicable EOC. Out of Area Dialysis Services: Help us Help the Member PCPs should advise Members to contact SCAN Member Services before they leave the service area so that we can help arrange for maintenance dialysis while they are away.

Behavioral Health Referrals PCPs must screen for behavioral health needs at each visit and, when appropriate, initiate a behavioral health referral. Referrals for behavioral health services must be made within-network and/or to the vendor contracted with the medical group to provide behavioral health services for the medical group unless otherwise specified in the agreement between the medical group and SCAN. Standing Referrals PCPs may allow standing referrals where the Member requires continuing specialty care over a prolonged period of time, e.g., Member has a life-threatening, degenerative or disabling condition that requires coordination of care by a specialist instead of the PCP. PCPs and referred specialists coordinate care and treatment with each other and the Member and develop a treatment plan that addresses the number of approved visits or the period of time during which the visits are authorized and the plan for each visit. Specialist Physician Referrals When a PCP refers a Member to a specialist physician, in addition to consultation, the specialist may refer the Member for additional in-network testing and services that are within the guidelines of their specialty. In addition, a specialist physician may substitute as a PCP for a Member with a life-threatening condition or disease or degenerative and disabling condition or disease, either of which requires specialized medical care over a prolonged period of time, when authorized by the medical group. A treatment plan must be agreed upon by the PCP, the specialist physician, and the Member. Chapter 4: Physician Responsibilities SCAN Health Plan 2017 Provider Operations Manual

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Second and Third Opinions PCPs must provide referrals to another network physician when a second or third opinion is requested and appropriate. Second and third opinion referrals are for consultation only and do not imply referral for ongoing treatment. Second and third opinions are covered even if the service is determined not to be covered. See Medicare Benefit Policy Manual, Chapter 15. In-network Referrals/Medicare-Approved Facilities Physicians are expected to refer and transfer Members to in-network providers unless appropriate specialty care is not available within the plan network. In addition, Members may only be referred to facilities that meet minimum standards established by Medicare to ensure the safety of beneficiaries. Being certified as a Medicare-approved facility is required for performing the following procedures: carotid artery stenting, VAD destination therapy, certain oncologic PET scans in Medicare-specified studies, and lung volume reduction surgeries. See www.cms.gov/Medicare/Medicare-GeneralInformation/MedicareApprovedFacilitie/index.html. Transplant services must be provided by a Medicare-approved transplant center, including kidney, kidney-pancreas, pancreas, heart, liver, lung, heart-lung, and intestinal/multi-visceral transplant services. See https://www.cms.gov/Medicare/Medicare-General-Information/MedicareApprovedFacilitie/index.html. In-Network Services and Medicare-Approved Facilities: Help us Help the Member Please contact your Network Management Specialist directly at (888) 705-7226 or email [email protected] if you need help determining financial responsibility for services, or locating in-network specialists or a Medicare-approved facility. You can also go to https://www.scanhealthplan.com/ to look up participating providers.

Documentation of Referrals Referring providers are responsible for ensuring that all relevant clinical information is sent to the referred provider. The referral, as well as denial or acceptance of the referral needs to be documented in the Member’s medical record by both the referring provider and referred provider. Specialists must provide the referring PCP informative reports on care rendered in a timely manner.

Members on Hospice PCPs remain responsible for Members receiving Medicare certified hospice care because they may be entitled to certain non-hospice care services. Please see the applicable EOC at https://www.scanhealthplan.com/scan-resources/plan-materials for more information.

Out of Area Hospitalizations When SCAN is financially responsible for out of area hospitalizations, we will coordinate care and services in collaboration with the out of area providers until the Member is discharged or stable for transfer into the contracted network. PCPs Chapter 4: Physician Responsibilities SCAN Health Plan 2017 Provider Operations Manual

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are expected to work collaboratively with SCAN to safely transfer the Member into the contracted network and continue coordinating the Member’s care.

Continuity of Care Continuity of care is a joint and collaborative effort between providers and SCAN. Physicians are responsible for working with SCAN to ensure continuity of care, see Chapter 6: Utilization Management.

Clinical Trials Clinical trials are not covered benefits. However, Original Medicare pays for the cost of routine services provided to a Member who joins a qualifying clinical trial. Members are free to participate in any qualifying clinical trial that is open to Medicare beneficiaries in Original Medicare; physician approval is not required. Providers should bill Original Medicare for those trials. Please see the applicable EOC at https://www.scanhealthplan.com/scan-resources/plan-materials for more information. Clinical Trials: Help us Help the Member If a Member expresses interest in clinical trials, please direct them to call SCAN Member Services at (800) 559-3500. We can help the Member determine whether the clinical research study is Medicareapproved and we can tell them what services they will get from clinical research study providers instead of from their plan.

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Chapter 5: CMS Access Requirements Maintain and monitor a network of appropriate providers supported by written agreements and sufficient to provide adequate access to covered services to meet the needs of Members; Demonstrate to CMS that providers are appropriately credentialed; Ensure plan services are available 24 hours a day, 7 days a week and are provided in a culturally competent manner. Ensure appropriate ambulance services, Emergency and Urgently Needed Services, and poststabilization care services coverage. Establish written standards for timeliness of access to care and member services that meet or exceed standards established by CMS, continuously monitor these standards, and take corrective action as necessary; Ensure continuity of care and integration of services. See 42 CFR 422.111-114.

Network Standards

Ensuring access to care is a collaborative effort between SCAN and our provider partners and is accomplished through establishing and maintaining standards that apply throughout our provider network. Contracted medical groups are responsible for understanding and abiding by these network standards.

Credentialing To be eligible to participate in the SCAN network, a provider must be able to demonstrate that it meets SCAN credentialing requirements including that the provider: • Is in good standing with all state and federal regulatory bodies; • Is approved by an accrediting body or, if not accredited, can provide appropriate evidence of successfully passing a recent state or Medicare site review, or meets other plan criteria; • Maintains current professional and general liability insurance as applicable; • Has not been excluded, suspended, and/ or disqualified from participating in Medicare, Medicaid, or any other government health related program; and • Is enrolled in Medicare, i.e., has not opted out. This list is not exhaustive and other eligibility requirements may apply. Delegation of Credentialing Functions SCAN typically delegates credentialing functions to its groups. Groups that have been delegated to perform credentialing functions on behalf of SCAN must comply with all requirements applicable to SCAN, including the requirements set forth in this section. See also Chapter 9: Delegation Oversight. Credentialing Process and Nondiscrimination The credentialing process consists of three parts: information gathering, information review, and decision. Providers are expected to provide full, accurate, and timely information. Failure to do so could result in delay or a determination not to credential the provider. If unfavorable information about a provider is discovered during the credentialing process, e.g.,

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professional liability settlements, sanctions, or other adverse information, SCAN, or a group delegated to make credentialing decisions on behalf of SCAN, may decide not to credential the provider. Applications that are incomplete or that do not meet standards for review will not be accepted and are not subject to appeal. The SCAN Credentialing and Peer Review Committee is responsible for developing credentialing criteria for use by SCAN and entities delegated to perform credentialing activities on behalf of SCAN and for final decisions regarding credentialing. Credentialing determinations are made on a fair and impartial basis according to predetermined criteria related to professional conduct and competence. Through the consistent application of specific assessment criteria, we ensure fair and impartial decision-making in the credentialing process, and do not make credentialing decisions based on an applicant’s race, gender, age, ethnic origin, sexual orientation, or type of patients or procedures in which the provider specializes. Timeline for Re-Credentialing All individuals and entities must complete the credentialing process prior to becoming a SCAN participating provider and must complete the re-credentialing process every 3 years. Any new provider will be considered an out-of-network provider until the credentialing process is complete. Health delivery organizations that have fewer than 3 stars under the CMS 5-Star Quality Rating System will be given a provisional credential of 1 year (with an additional 2 years granted if improvement is shown). American Board of Medical Specialties Board Certification SCAN strongly encourages groups to obtain Board Certification status from the American Board of Medical Specialties (ABMS) of all network and contracted physicians. ABMS Board Certification demonstrates a physician’s exceptional expertise in a particular specialty and/or subspecialty of medical practice and is provides a trusted credential that is important to patients and relevant to physician practice. ABMS Board Certification is peer-developed, externally validated program that reflects the critical core physician values of compassion, patient-centeredness, and a passion for education. Patients, physicians, health care providers, insurers, and quality organizations look for these markers as the best measure of a physician’s knowledge, experience and skills to provide quality health care within a given specialty. See: http://www.abms.org/board-certification/. Appeals Providers will be notified in writing within 60 days of any decision to limit, suspend, or terminate participation. Notification will include the reasons for the action, the appeals process or options available to the provider, and time limits for submitting an appeal. All appeals will be reviewed by a panel of peers. When termination or suspension is the result of quality deficiencies, the appropriate licensing or disciplinary bodies or to other appropriate authorities, including the National Practitioner Data Bank (NPDB) are notified of the action. See 42 CFR 422.202(c)(1)-(4).

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Notice to the Plan of Critical Deficiencies Groups are responsible for notifying SCAN of providers who are terminated, or currently have an adverse action such as an accusation, probationary term and/or disciplinary action by the Medical Board of California or any other medical board immediately upon their discovery of the issue or possible issue. Notice of critical deficiencies may be sent to [email protected].

Provider Changes (Additions, Terminations, Panel Closures) Groups are responsible for notifying SCAN of requests for provider additions, provider terminations, and panel closures. Unless otherwise stated in the contract between the medical group and SCAN and for all products except provider sponsored plans, requests are processed per the following timelines. Notification is to be emailed to [email protected]. Provider Change Termination of PCP Notice to be given at least 60 days prior to the effective date of termination, or as soon as the group is notified by the provider, in order for SCAN to notify Members of these changes timely, see below. Terminations will become effective the 1st of the month following the expiration of the notice period unless SCAN is able to process the request earlier. In the event of a PCP termination, the group must also provide SCAN with a default PCP to whom to transfer the Members who is affiliated with the same site/IPA as the terminating PCP, currently active with SCAN, and accepting Members. Request to Add Providers Requests must include a complete profile for the proposed new provider including a copy of front page and fully executed signature page of agreement between the group and new provider. Incomplete requests will be returned with details regarding deficiencies and/or notice of action needed. SCAN will notify the group of the reason for any denial of a request to add a provider, which may include that the SCAN network needs are already satisfied, the provider has quality management issues and is closed to new site affiliations, the requested site affiliation has corrective action pending, hospital privileges are deficient, or contract limitations (e.g., providers cannot have more than 1 affiliation or provider is located outside of SCAN’s market or group service area). Panel Closures Notice to be given at least 60 days in advance of any PCP who will no longer be able to accept Members. If the group is unable to meet this requirement because a PCP has failed to give the group notice of a closure, the group shall provide SCAN notice within 5 business days of first learning of the closure. Unless otherwise stated in the contract between SCAN and the group, in no event shall a group ever have more than 20% of its PCP panel closed to Members at the same time.

Member and CMS Notification (Provider Terminations) CMS requires that MA Organizations make a good faith effort to provide written notice of the termination of a contracted provider at least 30 days before the termination effective date to all enrollees who are patients seen on a regular basis by that provider. See 42 CFR 422.111(e). SCAN will timely notify, where required, CMS and impacted Members of contract terminations, PCP and/or hospital changes. Groups are responsible for identifying and notifying impacted Members of specialist changes.

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Plan Notification In order to ensure prompt and appropriate payment of claims, providers are expected to notify SCAN timely of the following events when SCAN is financially responsible: Event Notification Timeframe Admissions (Planned or Unplanned) Acute Inpatient Within 24 hours of admission Outpatient Observation Stay Within 24 hours of admission Skilled Nursing Facility Within 24 hours of admission Long Term Care Facility Within 24 hours of admission Authorizations Acute Rehabilitation Unit/Long Term Acute Care (LTAC) Prior to admission Elective inpatient procedures (planned transition) Within 1 business day Transplants Solid Organ & Bone Marrow Transplants Prior to transplant pre-evaluation Fax notifications to SCAN Medical Management at (800) 411-0671 or call (800) 250-9048 (option 3).

Out of Area/Network Services v. Directed Care/In Area Initiated Care With some exceptions as set forth in the applicable Evidence of Coverage, SCAN only covers services that are delivered by providers that are in the SCAN contracted network and in the plan service area, i.e., that are delivered “in network” and “in area”. Groups are responsible for ensuring that referrals to out of network and/or out of area providers are appropriate per the terms of the Member’s Evidence of Coverage and may retain financial responsibility for inappropriate referrals, i.e., referring a Member to an out of network or out of area provider for care that is nonurgent and non-emergent and/or is available from an in network provider. It is also important that providers understand that not all care that is delivered outside the service area constitutes “out of area” services for purposes of determining financial responsibility. Providers remain responsible for out of area services when a provider, whether advertently or inadvertently, refers a Member to an out of area provider (“directed care”) or transfers a Member out of area for care that was initiated by an in area provider (“in area initiated care”). This includes situations where a provider directs a Member to an out of area provider based on a standing instruction or because care is not available in the service area. In the case of both directed care and in area initiated care, all subsequent services related to that episode of care, including but not limited to diagnostics, admissions to acute or non-acute facilities, and consults are considered in area for purposes of determining financial responsibility.

Providing Information Providers are expected to cooperate timely with SCAN’s requests for information in order for us to, among other regulatory requirements, meet our obligation to disclose to CMS all information necessary to: (1) administer and evaluate the program; and (2) establish and facilitate a process for current and prospective beneficiaries to exercise choice in obtaining Medicare services. See 42 CFR 422.64(a), 422.504(a)(4). This information includes but, is not limited to, Plan quality and performance indicators for Chapter 5: Network Standards SCAN Health Plan 2017 Provider Operations Manual

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the benefits under the plan including, disenrollment rates for Medicare enrollees electing to receive benefits through the plan for the previous 2 years, information on Medicare enrollee satisfaction, and information on health outcomes. 42 CFR 422.504(f)(2)(iv)(A)(C). See Chapter 13: Encounter Data for requirements specific to encounter data.

Access to Services CMS has established access to service and related rules to ensure that all covered services, including supplemental services, are available and accessible to Members for the duration of the contract period for which CMS payments have been made (and for enrollees who are hospitalized on the date its contract with CMS terminates, or, in the event of an insolvency, through discharge) and are provided in a manner consistent with professionally recognized standards of care. See 42 CFR 422.112, 422.504(a)(3)(iii). Provider Network SCAN contracts with a network of providers to ensure that all covered services, including supplemental services, are available and accessible under the plan. To accomplish this, SCAN maintains and monitors a network of appropriate providers that is supported by written agreements and is sufficient to provide adequate access to covered services to meet the needs of the population served. These providers are used in the network as PCPs, specialists, hospitals, skilled nursing facilities, home health agencies, ambulatory clinics, and other providers. See 42 CFR 422.112(a)(1). Specialty Care Groups are responsible for providing and arranging for necessary specialty care and, in particular, giving women enrollees the option of direct access to a women's health specialist within the network for women's routine and preventive health care services provided as basic benefits. SCAN will assist in arranging for specialty care outside of the provider network when network providers are unavailable or inadequate to meet a Member's medical needs. See 42 CFR 422.112(a)(3). DHCS also requires that SCAN arrange for the provision of seldom used or unusual specialty services from specialists outside the network if unavailable within the network when Medically Necessary. Provider Directory We rely on our provider partners to provide us real-time provider roster information to meet regulatory requirements regarding provider directories. See, e.g., https://www.cms.gov/Medicare/Health-Plans/MedicareAdvtgSpecRateStats/Downloads/Announcement2016.pdf. Roster information includes, but is not limited to: additions, terminations, ability to accept new patients, street address, phone number, and any other changes that affect availability to Member. Any changes to your provider roster should be submitted to SCAN’s dedicated mailbox [email protected]. Finding Providers: Help us Help the Member Members can access the online searchable provider directory at https://www.scanhealthplan.com/ and request a hardcopy provider directory by requesting it from Member Services or our website. Chapter 5: Network Standards SCAN Health Plan 2017 Provider Operations Manual

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Access to Care Standards and Hours of Operation CMS requires that SCAN employ written standards for timeliness of access to care and services, make these standards known to all providers, continuously monitor its provider networks’ compliance with these standards, and take corrective action as necessary. These standards must ensure that the hours of operation of the plan’s providers are convenient to, and do not discriminate against Member and are no less available than hours offered to other patients, and that plan services are available 24/7, when Medically Necessary. See 42 CFR 422.112(a)(7) and Chapter 4 of the Medicare Managed Care Manual (MMCM), Section 110.1.1. Under our contract with the DHCS, we are also required to establish acceptable accessibility standards in accordance with Title 28, Section 1300.67.2.1. DHCS will review and approve these standards and we are required to communicate, enforce, and monitor compliance with these standards. In order to ensure network adequacy in accordance with federal and state requirements, SCAN has established the following accessibility standards for all contracted providers: Accessibility Standards Services Urgent/Emergent Dental Emergency Services*/Urgent Care Urgent Care Appointment Post stabilization services**

Standard (Measured From Time of Request) 72 hours Immediately 24/7 48 hours if no prior auth required (otherwise 96 hours) 30 minutes

* 1 or more physicians and 1 nurse on duty at all times ** Contracted medical groups must provide 24/7 access to providers for prior authorization of Medically Necessary poststabilization care and to coordinate the transfer of stabilized Members in an emergency department. Requests from the facility for prior authorization of post-stabilization care must be responded to by the medical group within 30 minutes or the service is deemed approved. Upon stabilization, additional medical-necessity assessment should be performed to assess the appropriateness of care and assure that care is rendered in the appropriate venue.

Non-Urgent/Non-Emergent Access to PCP or designee Ancillary services Dental (non-preventative) Mental health care provider (non-physician) PCP appointment Routine and preventive Care Telephone Triage or Screening Other Interpreter services

24/7 15 business days 36 business days 10 business days 1 week 30 days (40 business days for preventive dental care) 30 minutes 24/7

Providers must also maintain procedures for: follow-up on missed appointments: to monitor waiting times in physician’s offices, telephone calls (to answer and return), and time to obtain appointments; and for triaging Members' calls, providing telephone medical advice (if it is made available) and accessing telephone interpreters. Cultural Competency and Interpreter Services Providers are responsible for ensuring that all services are provided in a culturally competent manner and are accessible to all Members including those with limited English proficiency, limited reading skills, hearing incapacity, or those with diverse Chapter 5: Network Standards SCAN Health Plan 2017 Provider Operations Manual

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cultural and ethnic backgrounds. See 42 CFR 422.112(a)(8) and Chapter 4 of the MMCM. To this end, providers are expected to ensure that: •

Referrals are made to culturally and linguistically appropriate community services and agencies, when indicated; Interpreter services are available 24/7 at no charge to the Member either directly or through health plan resources and Members are encouraged to use interpretive services instead of using family and friends, especially minors, as interpreters; Trained and fluent bilingual staff are used in medical interpreting; Visible signage is displayed to assist Members in requesting an interpreter; and The Member's primary spoken language and any request or refusal of interpreter services is recorded in their medical record.

• • • •

For

additional

tools

and

resources,

including

a

Multi-Cultural

Toolkit, https://www.scanhealthplan.com/providers/information-for-office-staff/multi-cultural-resources.

visit

Interpreter Services: Help us Help the Member SCAN also provides free interpreter services to Members. To access free interpreter services for Members, call the Provider Information Line, 24 hours a day at (877) 778-7226 and select the Interpreter Services option when prompted on the menu.

Health Education Providers must implement health education programs that inform Members of specific health care needs, including needs that require follow-up, and receive, as appropriate, training in self-care and other measures they may take to promote their health. See 42 CFR 422.112(b)(5). To achieve this, providers are expected to: • • • •

•

Implement policies and procedures describing the health education program, and ensure the program is easily accessible by patients; Designate an individual responsible for implementing and overseeing the health education program; Annually review and evaluate the health education program; Ensure that health education materials are obtained from credible and reliable sources, meet appropriate levels of readability and suitability for an older adult population, are at a 6th grade reading level per DHCS Readability and Suitability guidelines, and are available in threshold languages and alternative formats, based on member population including availability of translation services (Interpreters, American Sign Language, and TTY/TDD); Ensure education interventions (e.g., classes, webinars) are based on educational strategies appropriate for Members, at least some classes are offered free of charge, and are available for the following topics either directly or by referral (e.g., affiliated hospital, contracted agency): tobacco use and cessation; alcohol and drug use; weight control/nutrition/physical activity; and self-care and management of health conditions, including, asthma/COPD, diabetes, hypertension, and CHF; and

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•

Provide annual staff education on the availability of health education programs and cultural competency and health literacy.

Provider Training and Education SCAN regularly offers training and education to providers on a variety of topics including clinical protocols, evidenced-based practice guidelines, and cultural awareness and sensitivity instruction for Members. Providers are expected to encourage participation in SCAN training and education and to cooperate with SCAN to ensure that decisions regarding utilization management and other areas to which SCAN training and education apply are consistent with such training and education.

Appeals, Grievances, and Payment Disputes SCAN does not delegate Member Appeals and Grievances functions to its contracted providers. See Chapter 8: Member Appeals and Grievances for more information. In order to meet regulatory requirements, however, SCAN requires its providers to: • • • •

Instruct Members to contact SCAN to file all Appeals and Grievances; Forward all Grievances and/or Appeals to SCAN on the day of receipt; Respond timely to requests for information and records from SCAN; and Effectuate overturn decisions in a timely manner and provide proof of timely effectuation. See, e.g., 42 CFR 422.618(b)(2) and (c).

Member Appeals and Grievances are time sensitive procedures that require the timely collaboration between health plans and their provider organizations. Untimely responses to requests for medical records or other lack of cooperation may result in a favorable Member determination against the provider organization. Failure to timely effectuate overturn decisions may also result in adjustments to reimbursement.

Marketing and No Steering Rule SCAN is responsible for any comparative/descriptive material developed and distributed on our behalf by our providers and, as such, we must ensure that any providers (and their subcontractors) comply with CMS marketing rules. See 42 CFR 422.2260 & 422.2262. Providers may not: • • • • • • • •

Offer sales/appointment forms or accept enrollment applications; Direct, urge or attempt to persuade beneficiaries to enroll in a specific plan based on financial or any other interests; Mail marketing materials on behalf of plan sponsors; Offer anything of value to induce plan enrollees to select them as their provider; Offer inducements to persuade beneficiaries to enroll in a particular plan; Health screen when distributing information to patients; Accept compensation directly or indirectly from the plan for enrollment activities; or Use SCAN’s logo, or engage in co-branding, without SCAN’s prior written consent.

Under no circumstances may a provider steer, or attempt to steer, an undecided potential enrollee toward a plan, or limited number of plans, offered either by the plan Chapter 5: Network Standards SCAN Health Plan 2017 Provider Operations Manual

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sponsor or another plan sponsor, based on the financial interest of the provider or its subcontractors. Providers should remain neutral parties in assisting plan sponsors with marketing to beneficiaries or assisting with enrollment decisions. Providers, however, may provide the names of plans with which they contract and objective information on all benefits based on a particular patient’s medications and health care needs. Providers may also make available or distribute plan marketing materials, display posters for all plan sponsors being offered, and refer their patients to other sources of information such as CMS’s website or phone number.

Member Rights and Nondiscrimination All new and existing Members receive communications regarding rights and responsibilities in their annual EOC. To ensure these rights, providers must: • • • • • • •

Treat the Member with fairness and respect at all times; Ensure that the Member gets timely access to covered services and drugs; Protect the privacy of the Member’s PHI; Support the Member’s right to make decisions about care; Allow the Member the right to make complaints and to request reconsideration of decisions made; Advise the Member what to do if the Member believes he/she is being treated unfairly or rights are not being respected; and Advise the Member how to get more information about their rights.

Providers may not deny, limit, or condition the coverage or furnishing of benefits to individuals eligible to enroll in an MA plan offered by the organization on the basis of any factor that is related to health status including, but not limited to, the following: medical condition including mental as well as physical illness; claims experience; receipt of health care; medical history; genetic information; evidence of insurability including conditions arising out of acts of domestic violence; or disability. See 42 CFR 422.110(a). Providers further may not differentiate, or discriminate against any Member as a result of his/her enrollment in a Plan or because of race, color, creed, national origin, ancestry, religion, sex, marital status, age, disability, payment source, state of health, need for health services, status as a litigant, status as a Medicare or Medicaid beneficiary, sexual orientation, or any basis prohibited by law. Providers must also ensure equal access to health care services for limited English proficient Members through provision of high quality interpreter and linguistic services.

Safeguard Privacy and Maintain Records Accurately and Timely For any medical records or other health and enrollment information maintained with respect to Members, providers must establish policies that abide by all federal and state laws regarding confidentiality and disclosure of medical records, or other health and enrollment information. See 42 CFR 422.118. Providers must further: •

Safeguard the privacy of any information that identifies a particular Member and have procedures that specify: (1) for what purposes the information will be used

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• • • •

within the organization; and (2) to whom and for what purposes it will disclose the information outside the organization; Ensure that medical information is released only in accordance with applicable federal or state law, or pursuant to court orders or subpoenas; Maintain the records and information in an accurate and timely manner; Ensure Member timely access to records and information that pertain to them; and Timely reports breaches of PHI, see Chapter 15: Privacy and HIPAA.

Disruptive Behavior CMS rarely agrees to the involuntary disenrollment of a Member. In most cases, it is necessary to find a way to resolve the issue(s) between the Member and the group and/or physician. It is also against SCAN policy to transfer a Member to a different medical group for the sole reason that the Member’s behavior is perceived to be disruptive. This includes, but is not limited to, Members who switch PCPs frequently, Members who are non-compliant, and Members with behavioral health related issues. It may be necessary to reassign the Member to another PCP or refer to the Member to an alternative specialist within the contracted medical group, but all efforts should be made to resolve the issue at the practice level first. If you are unable to resolve the situation in a way that meets CMS requirements and ensures Member access to care, if you believe that under the circumstances it will be necessary to assign a new PCP to the Member, or if the Member has threatened violence, notify your SCAN Network Management Specialist. SCAN will work collaboratively with you, the provider and the Member to arrive at a solution. Before escalating the matter to SCAN (unless the Member is violent or threatening violence, in which case SCAN should be notified immediately), providers must: • • •

Ensure incidents are documented appropriately (including an evaluation of underlying causes); Ensure a written action plan is developed that addresses access to care issues, and other concerns and needs, and that these concerns and needs are met (providers should conduct an interdisciplinary case conference to consider options); and If warranted, send a certified letter to the Member describing the behavior and advising that continued disruptive behavior may result in the Member being moved to another PCP (send a copy of any communication with the Member to the SCAN Network Management Department).

Under no circumstances, however, should providers refuse to continue to provide and arrange care of a disruptive Member. We must work together, in accordance with CMS guidelines, to arrive at a solution. To further assist you in managing this type of Member, SCAN has developed educational materials and other resources regarding managing Members with challenging behaviors available on the Provider Portal.

FDR and Compliance Program Requirements Providers that have contracted with SCAN to provide administrative services or health care services to a Medicare eligible individual under the MA program or Part D program are considered first tier or downstream entities of SCAN (also referred to as “FDRs” for Chapter 5: Network Standards SCAN Health Plan 2017 Provider Operations Manual

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“first, tier downstream, and related entities”). CMS requires that FDRs fulfill specific Medicare compliance program requirements which are outlined below and further specified in your contract with SCAN. See also Chapter 21 of the MMCM, Chapter 9 of the Medicare Prescription Drug Benefit Manual (PDBM), and 42 CFR 422.503, 423.504. Compliance Program Requirements Written Standards FDRs must have written standards, that may be stated in a separate Medicare-specific stand-alone document or be within a corporate Code of Conduct, which describe at a minimum the FDR’s:  Mission and commitment to compliance with law  Method and frequency by which provider distributes and to the highest ethical standards; standards of conduct to employees and downstream  Procedures to avoid and address conflicts of entities (required within 90 days of hire, upon update interest; and annually);  Procedures for fraud, waste and abuse prevention,  System for routine monitoring and identification of detection and correction; compliance risks; and  Policy of non-intimidation and non-retaliation;  Compliance Officer and high level oversight. General Compliance Training FDRs must utilize CMS’s standardized training available on the Medicare Learning Network at http://www.cms.gov/MLNProducts. FDRs must use CMS’s standardized general compliance training or incorporate the CMS general compliance training materials without modification. Training must include:  Review of compliance policies and procedures, and  Examples of reportable noncompliance; commitment to business ethics and compliance with  Review of the disciplinary guidelines for non-compliant all Medicare requirements; or fraudulent behavior;  Overview of how to ask compliance questions;  Overview of HIPAA, CMS Data Use Agreement (if training should emphasize confidentiality, applicable), and the importance of maintaining the anonymity, and non-retaliation; confidentiality of PHI;  Requirement for contractor to report to the sponsor  Overview of monitoring and auditing process; and actual or suspected Medicare program  Review of the laws that govern employee conduct in noncompliance or potential FWA; the Medicare program. Fraud, Waste and Abuse (FWA) Training FDRs must use CMS’s standardized FWA training or incorporate the CMS FWA training materials without modification. FWA training must include:  Obligations of FDRs to have appropriate policies  Effective ways to communicate information from the and procedures to address FWA; compliance officer to others including physical  Processes for employees to report suspected FWA postings of information, e-mail distributions, internal to the sponsor directly or to their employer who then websites, and individual/group meetings with must report it to the sponsor; and compliance officer. Offshore Subcontracting (CMS issued guidance 08/15/2006 and 07/23/2007; and 2008 Call Letter.) FDRs that engage in offshore subcontracting must have policies that:  Ensure that PHI and other personal information  Allow for immediate termination of the subcontractor remains secure; upon discovery of a significant security breach; and  Appropriately limit subcontractor's access to  Include language that requires compliance with Medicare data; applicable laws and regulatory guidance. Exclusion Screening, Oversight, and Records FDRs must have policies that:  Ensure that no persons or entities are excluded or  Describe oversight of FDRs and process to monitor become excluded from participation in federal and audit FDRs; and programs. See Social Security Act 1862(e)(1)(B), 42  Specify retention of compliance related records for 10 CFR 422.752(a)(8), 423.752(a)(6), 1001.1901. years, or longer if required by applicable law.

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Chapter 6:

Utilization Management

The role of utilization management is to ensure the consistent delivery of high quality health care services to Members. At SCAN, utilization management is a collaborative and cooperative effort between our delegated providers and us. We work together to ensure that Members receive covered services that are Medically Necessary, appropriate to the Member’s condition, rendered in the appropriate setting and meet professionally recognized standards of care.

Delegation of Utilization Management SCAN typically delegates utilization management functions to its contracted medical groups. Groups that have been delegated to perform utilization management activities on behalf of SCAN must comply with all requirements applicable to SCAN, including the requirements set forth in this Chapter. See Chapter 9: Delegation Oversight for more information.

Organization Determinations An Organization Determination is any decision made by a Medicare health plan, or its delegate, regarding receipt of, or payment for, a managed care item or service, the amount a health plan requires an enrollee to pay for an item or service, or a limit on the quantity of items or services. Organization Determinations include prior authorizations, Part D Coverage Determinations, concurrent review, retrospective review, and requests for continuity of care. Should SCAN receive a request for an Organization Determination where the responsibility for making the determination has been delegated to a medical group, SCAN will refer the request to the appropriate medical group. When a group delegated to make coverage decisions does not have all of the information it needs to make a coverage decision, the group must make reasonable and diligent efforts to obtain all necessary information in accordance with CMS guidelines. See https://www.cms.gov/Medicare/Appeals-and-Grievances/MMCAG/ORGDetermin.html.

Medi-Cal and Supplemental Benefits Members may be entitled to additional benefits beyond Original Medicare by virtue of eligibility/enrollment in Medi-Cal, e.g., incontinence supplies, safety DME, home health services supplies, hearing aids. SCAN, however, does not delegate Organization Determinations for Medi-Cal only benefits, e.g., prior authorization. Providers are responsible for referring dually enrolled Members to SCAN for Medi-Cal only benefits. See Chapter 4: Physician Responsibilities and Notice Requirements, below, for additional information. Please contact the SCAN Utilization Management Department, (800) 250-9048, to arrange for Medi-Cal benefits. Members may also be entitled to Supplemental Benefits such as prescription drug coverage, vision, and hearing coverage. Providers should refer Members to our Member Services Department, (800) 559-3500, to arrange for Supplemental Benefits.

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Utilization Management Criteria SCAN uses objective, evidence-based criteria to assist in making Organization Determinations including the following: • • • • •

Guidelines set forth in Medicare regulations, manuals and instructions. Medicare National Coverage Determinations (NCD); Medicare Local Coverage Decisions (LCD); Covered benefits, limitations and exclusions specified in the applicable EOC; and SCAN Medical Policies and benefit clarifications.

Delegated groups must use Medicare criteria described above. In the absence of guidance from NCDs, LCDs, Medicare Manuals and SCAN policies, the delegated group should request coverage guidance from SCAN by sending an email to [email protected] or contacting SCAN Utilization Management Department at (800) 250-9048. Organization Determinations must be made by health care professionals who have appropriate clinical expertise in treating the Member’s condition or disease and in accordance with currently accepted medical or health care practices taking into account any special circumstances that may require deviation from NCD, LCD, or other criteria as mentioned above. Organization Determinations are always based on Member eligibility and appropriateness of care/service. SCAN does not reward providers or other individuals for approving or issuing denials of authorizations.

Prior Authorization SCAN typically delegates the responsibility for prior authorizations to the Member’s group. The following services, however, require prior authorization by SCAN: • • •

Inpatient out-of-area services that are unplanned and/or were not initiated from within the network; Transplant procedures where SCAN maintains the entire or partial financial risk; and Service referrals for Medi-Cal only benefits.

All other requests for prior authorization should be directed to the group. Prior authorization is never required for Emergency Services, including behavioral health services necessary to screen and stabilize Members. Prior authorization is always required for planned out of area services that are not Urgent or Emergent.

Concurrent and Retrospective Review SCAN typically delegates the responsibility for concurrent review to medical groups. When not delegated, SCAN performs inpatient (including continued stay review, discharge planning, and discharge review) and outpatient concurrent reviews. For inpatient stays, SCAN performs concurrent review from the day of admission through discharge to assure the Medically Necessity of each day, that services are provided at Chapter 6: Utilization Management SCAN Health Plan 2017 Provider Operations Manual

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the appropriate level of care, and that necessary discharge and/or transition of care arrangements have been made. SCAN also typically delegates the responsibility for retrospective review to medical groups. When not delegated, SCAN conducts retrospective medical record review as may be required for health care services that were provided without formal prior authorization and Medically Necessity screening. Regardless of delegation, a retrospective review can be triggered by claims/encounter data where services are denied for failure to obtain prior authorization or pre-defined focused reviews such as DRG validation, short stay, and/or readmission reviews.

Notice Requirements Providers delegated for utilization management functions must use SCAN approved notices for certain events. These templates have been designed to meet CMS notice requirements and are available at: https://www.scanhealthplan.com/providers/information-foroffice-staff/cms-ice-approved-service-denial-templates/service-denial-templates. See also 42 CFR 422.624, 422.626, 489.27 and MMCM Chapter 13. Notice When Required To Member (or Representative) After Request for Prior Authorization Authorization Letter Issue when service/item is authorized Dismissal Letter Issue when:  Request lacks valid appointment of representative form, or valid authorization  Service/item requested already been received To Member (or Physician) After Denial of Medical Coverage See https://www.cms.gov/Medicare/Medicare-General-Information/BNI/MADenialNotices.html

Integrated Denial Notice/Notice of Denial of Medical Coverage/ (IDN/ NOMNC)

Issue for:  Pre-Service Denials--Standard or Expedited  Exhaustion of Skilled Nursing Benefit Denials  Psychiatric Facility Exhaustion of Benefits Denials  Refusal to Transfer  Clinical Trial Denial Not to be used for Post Service Denial of Payment.

Extension Needed for Additional Information

Issue to the Member when an extension is needed for additional information in the interest of the Member Use when requesting additional information from NON-CONTRACTED providers, NOT to pend the decisions while waiting for medical records from contracted providers.

Services Do Not Meet Expedited Criteria (EOID) To Hospital Inpatients

Enrollee has requested an expedited initial decision and the request does not meet EIOD criteria

See https://www.cms.gov/medicare/medicare-general-information/bni/hospitaldischargeappealnotices.html

Denial of Coverage for Inpatient Hospitalization An Important Message From Medicare About Your Rights (IM) Detailed Explanation of NonCoverage (DENC)

Issue to the facility when a physician reviewed denies an inpatient facility stay/extension of an inpatient stay Issue to all inpatients to inform them of hospital discharge Appeal rights Must be delivered in person within 2 days of admission and not more than 2 days prior to discharge and the patient must sign that they received and understand.

Issue this letter to the Member when the Member has filed an appeal with the CMS Quality Improvement Organization (QIO) for services denied for SNF, HHA, CORF, Hospice Must be delivered in person within 2 days of admission and not more than 2 days prior to discharge and the patient must sign that they received and understand.

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Notice Detailed Notice of Discharge (DND)

When Required Issued by the acute hospital to the Member when the Member appeals the hospital discharge (with the QIO) Must be delivered to the inpatient before noon of the day after notification by QIO of the Appeal. The hospital must provide all documents/information requested by QIO.

To Member (or Physician) Where Group is Not Responsible for Services Member has requested services that the group does not have Informational Letter to responsibility for providing or authorizing Beneficiary To Members Whose HHA, SNF, Hospice, or CORF Services Are Ending See https://www.cms.gov/medicare/medicare-general-information/bni/ffsednotices.html

Notice of Medicare NonCoverage (NOMNC)

This letter is issued to the enrollee for termination of:  Skilled Nursing Facility (SNF)  Home Health Agency (HHA) (including psychiatric home health)  Comprehensive Outpatient Rehabilitation Facility (CORF)  Hospice (delivered by Hospice Provider) Must be delivered 2 days/2 visits prior to termination of services unless exception applies and must be delivered in person. Enrollee must sign and rece ive a copy.

Optional Form to Document Alternate Delivery

This form is utilized to document the issuance of the NOMNC when the enrollee and/or enrollee’s representative is unable or refuses to sign the NOMNC. If enrollee is unable to make decisions for him/herself, contact enrollee’s representative on the day of NOMNC issuance and mail the Optional Form on the day of contact.

Detailed Explanation of NonCoverage (DENC)

Issue to the Member when the Member has filed an appeal with the QIO for services denied for SNF, HHA, CORF, Hospice The DENC must be provided no later than close of business of the day of the QIO’s notification.

Reinstatement of Coverage

Issue this letter to the Member when skilled level of care is reinstated after receipt of NOMNC Letter advises the enrollee there will be no lapse in coverage. If member’s condition changes, this letter can be issued prior to QIO decision. New NOMNC must be issued for notification of discharge at least 2 calendar days prior to last covered day.

Notices must be written at an 8th grade reading level and include, for denials, citation of criteria used, rationale, and recommendations for alternative and/or follow up with physician/provider. All notices must be in clearly stated language that is not subject to interpretation. Notices must not use acronyms or technical/clinical terms unless an explanation/definition is provided. Special Considerations for FIDE SNP Members It is important that providers delegated for utilization management functions understand coverage rules applicable to FIDE SNP Members (see Chapter 1: Overview for a definition of FIDE SNP Members) when making Coverage Determinations and issuing services denials for these Members. In overview, these rules are: Request for Service/Items Covered by Original Medicare Not covered by Original Medicare but covered as a Supplemental Benefit under a SCAN benefit plan, e.g., eye exams and hearing test services Not covered by Medicare but may be covered by Medi-Cal, e.g., incontinence supplies, safety DME, home health services supplies, hearing aids Not covered by Medicare or Medi-Cal Chapter 6: Utilization Management SCAN Health Plan 2017 Provider Operations Manual

Coverage Use Authorization Letter Send Informational Letter to Beneficiary identifying the provider that is responsible for services/items Send Informational Letter to Beneficiary indicating that SCAN is responsible for the services/items Send Integrated Denial Notice Page | 29

Providers Delegated for Utilization Management: Let us Help You SCAN is available to answer your questions regarding required notices and to provide on-site in-service education. Please contact your Network Management Specialist directly at (888) 705-7226 or email [email protected] for information.

Timeliness of Pre-Service Organization Determinations (Part C) This section concerns pre-service Organization Determinations for Part C only, i.e., determinations with respect to the provision of medical services/items. Please see Chapter 10: Pharmacy for Part D Coverage Determinations. A Member or his/her physician may seek pre-service Organization Determination from SCAN or, where applicable, its delegate. The Member or his/her physician may request that the Organization Determination be expedited when he/she believes that waiting for a decision under the standard time frame could place the enrollee’s life, health, or ability to regain maximum function in serious jeopardy. Time frames are: To Render Decision and Notify* Member and Provider (from Receipt of Request) 14 days with possible 14 day extension Standard 72 hours Expedited To Provide Notice* of Denial of Request to Expedite Prompt oral notice and subsequent written notice within 3 days * See the Notice Requirements section of this Chapter for details regarding the form of notice required.

See 42 CFR 422.624, 422.626, and 489.27, and Chapter 13 of the MMCM at: https://www.cms.gov/Regulations-and-Guidance/Guidance/Manuals/downloads/mc86c13.pdf .

Continuity of Care SCAN, in collaboration with the delegated medical group, will coordinate care and services for newly enrolled Members and Members transitioning to a new PCP and/or medical group in order to ensure uninterrupted care and safe transition. Continuity of care will not be coordinated when a provider is terminated from the SCAN network due to a quality of care concern, moves out of the Plan’s service area, or is sanctioned by Medicare and/or the medical board. Criteria for continuity of care include: outpatient mental health/chemical dependency treatment; current acute or SNF hospitalization; receiving chemotherapy, radiation therapy or nuclear medicine; complex chronic condition requiring continued care and ongoing services; terminal illness requiring continued care and ongoing services; and pending authorized surgery/procedure scheduled within 180 days. Continuity of care decisions are made by in collaboration with the new PCP and/or medical group. Confirmation of medical group authorized services must be submitted to SCAN within 48 hours of receipt. For financial responsibility with respect to continuity of care, please refer to your contract with SCAN.

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Chapter 7: Medical Management and Case Management CMS Requirements MA Organizations must have a Quality Improvement Program to ensure the necessary infrastructure to coordinate care, promote quality, performance, and efficiency on an ongoing basis. MA Organizations must: Develop and implement a chronic care improvement program and quality improvement projects; Develop and maintain a health information system; Encourage providers to participate in CMS and HHS QI initiatives; Implement a program review process for formal evaluation of the impact and effectiveness of the QI Program at least annually; Correct all problems that come to its attention through internal surveillance, complaints or other mechanisms; Conduct the Medicare CAHPS® satisfaction survey; Measure performance under the plan using standard CMS measures and report performance to CMS; and Develop, compile, evaluate, and report certain measures and other information to CMS, its enrollees, and the public. See 42 CFR 422.152.

As used in this manual, medical management is an umbrella terms that describes how SCAN ensures quality care: specifically, that the right care is delivered to the right Member at the right time. This Chapter focuses on programs and services that we have implemented to maintain high quality care for our Members including our case management programs. Additional medical management related topics are addressed in other chapters of this manual including: • Prior Authorization, Concurrent Review, Retrospective Review, Continuity of Care, Coordination of Care, Chapter 6: Utilization Management; and • Credentialing and Access to care, Chapter 4: Physician Responsibilities, see Chapter 9: Delegation Oversight.

Delegation of Medical Management We do not delegate quality improvement although we do delegate certain medical management activities such as case management to our providers. In order to meet legal requirements regarding quality improvement, however, we require providers to: • Have a quality improvement program in place; • Comply with and participate in SCAN’s Quality Improvement Program, medical management, and medical policy activities including, but not limited to, reporting of access and availability and provision of medical records as part of the quality of care, quality improvement and HEDIS® reporting activities; • Provide and/or allow access to data and information necessary to SCAN to implement our Quality Improvement Program; and • Allow access to SCAN quality improvement personnel for review of site and medical record keeping and documentation practices. See 42 CFR 422.202(b); 422.504(a)(5); see also Appendix B: Select DHCS Requirements. Delegated providers should refer to their Delineation of Responsibilities Grid for more information.

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Our Quality Improvement Program Quality is a collaborative effort. SCAN’s Quality Improvement Program is designed to objectively and systematically oversee, monitor, and evaluate the quality, appropriateness, and outcomes of care and services provided to our Members. The program monitors all aspects of the health care delivery system including access to care; Member, provider, and payer satisfaction; and administrative services provided. To review a full description of our program, please visit our website at https://www.scanhealthplan.com/.

Our Case Management Programs SCAN offers several telephonic care management programs for members at high risk for poor health outcomes identified through predictive modeling and referrals. The goals of our programs include preventing unnecessary admissions/readmissions, facilitating access to care/services, supporting providers by reinforcing adherence to treatment plans, assisting Members in navigating the health care system, facilitating goals of care discussions and completion of advanced care directives, increasing Member satisfaction, improving self-management skills by educating to evidence-based guidelines, and addressing gaps in care to support quality initiatives. Description Behavioral Health Program

Staffing

Ambulatory care management for Members with mental health and/or substance use diagnosis

Administered by Behavioral Health Specialist (either a Licensed Clinical Social Worker or Marriage and Family Therapist)

Memory Program Ambulatory care management for Members with memory impairment through education, support and resources. Program for Advanced Illness

Administered by Master’s prepared Social Workers

Ambulatory care management for Members near end of life Disease Management Program

Administered by Registered Nurses

Ambulatory care management for Members needing assistance with CHF, COPD and Diabetes Complex Care Management Program Ambulatory care management for Members with difficulty managing chronic health or psychosocial conditions. Care Transitions Program

Administered by Registered Nurses

A component of all care management programs. A specific intervention designed to ensure smooth transitions between care levels and prevent unnecessary readmissions

Administered by Registered Nurses and Master’s prepared Social Workers

Administered by Registered Nurses and Master’s prepared Social Workers

For more information regarding these programs including full eligibility requirements, please contact the SCAN Case Management Department at (855) 649-7226. Referrals forms should be sent to: • [email protected] (with password protected file encryption); or • Fax to (562) 989-5212. Chapter 7: Medical Management and Case Management SCAN Health Plan 2017 Provider Operations Manual

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Chapter 8:

Member Appeals and Grievances

CMS requires that all MA Organizations establish and maintain meaningful procedures for timely resolution of Member Appeals and Grievances on both a standard and expedited basis. SCAN does not delegate Member Appeals and Grievance functions to providers. The following table describes the difference between Appeals and Grievances and provides a summary of relevant time frames. Appeal Definitions An Appeal is a review of an adverse Organization Determination, including Part D Coverage Determinations. The first step of the Appeals process is a “Request for Reconsideration” (Redetermination for Part D)

Grievance* Any complaint or dispute (other than of an Organization Determination) expressing dissatisfaction with the manner in which a health plan or delegated entity provides health care services, regardless of whether any remedial action can be taken.

Examples Reconsideration of pre-service denial  Problems getting an appointment Reconsideration of determination of co Disrespectful or rude behavior by doctors, nurses, or payment amount other staff  Part D: Redetermination of drug denial  Part D: General complaint about a drug being based on medically accepted off label use excluded from Part D coverage Who May File Enrollees, their representatives (appointed or Enrollees and their representatives (appointed or authorized), and certain providers, see below authorized) Time Frames To Request 60 days from receipt of denial 60 days from date of event (extension may be granted) To Render Decision and Notify Member and Provider (from Receipt of Request) Standard Pre-Service: 30 days (14 day extension may 30 days (14 day extension may be allowed) be allowed) Payment: Within 60 days Part D: Within 7 days Expedited Pre-Service and Part D: 72 hours 24 hours (where criteria are met) Payment Requests: Cannot be expedited Further Levels of Review Second Level: IRE Enrollee may file a complaint with the Quality Third Level: ALJ Hearing Improvement Organization (QIO) in addition to or in lieu Fourth Level: Medicare Appeals Council of a Grievance Judicial Review: Federal District Court  

The foregoing is a resource only. Different rules may apply depending on whether the Appeal and/or Grievance fall under Part C or Part D. For information regarding: •

Part

C,

see

Chapter

13

of

the

MMCM

at:

https://www.cms.gov/Regulations-and-

Guidance/Guidance/Manuals/downloads/mc86c13.pdf.

•

Part D,

see

Chapter 18

of

the

PDBM

at:

https://www.cms.gov/Medicare/Appeals-and-

Grievances/MedPrescriptDrugApplGriev/downloads/partdmanualchapter18.pdf.

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Requesting Reconsideration/Redetermination on Behalf of a Member Normally, the right of Appeal for a denial of an Organization Determination under Part C belongs solely to the Member. However, CMS allows a physician who is providing treatment to a Member, upon providing notice to the Member, to request Reconsideration on the Member's behalf. In such a case, the physician is not required to submit proof that he/she is the Member's representative. Regarding Part D Coverage Determinations, the Member's prescribing physician or other prescriber may request Redetermination of a Coverage Determination on behalf of the Member. Notice to the Member may be required depending upon the circumstances. See Chapter 18 of the Prescription Drug Manual at: https://www.cms.gov/Medicare/Appeals-and-Grievances/MedPrescriptDrugApplGriev/downloads/partdmanualchapter18.pdf.

To initiate a Request for Reconsideration/Redetermination, contact your Network Management Specialist directly at (888) 705-7226 or email [email protected]. You can also initiate a request on our website at: https://www.scanhealthplan.com/scan-resources/report-an-issue.

State Fair Hearing Rights A D-SNP Member also has the right to request a state fair hearing before a State of California Administrative Law Judge by calling the California Department of Social Services (DSS) at (800) 952-5253 (TDD: (800) 952-8349) or by writing to: California Department of Social Services State Hearings Division P.O. Box 944243 Mail Station 9-17-37 Sacramento, CA 94244-2430 Requests must include the Member’s name, address, and number; reasons for appealing; and supporting evidence, such as medical records, doctors’ letters, or other information that explains why the Member needs the item or service. A Member, their representative or provider may request a state fair hearing at any time during the Grievance or Appeal process. Requests for state fair hearing must be submitted within 90 days (180 days with good reason) from the date of the notice of action regarding their expedited or standard Appeal. If the Member wishes to have continuation of benefits during the state fair hearing, the request must be submitted within 10 days. Members will receive a written decision within 90 days of their request. The written decision will explain any additional appeal rights. DSS can help Members obtain a Legal Aid lawyer, free of charge, to help with the hearing. See http://www.dhcs.ca.gov/services/medi-cal/Pages/Medi-CalFairHearing.aspx.

Members can also call the PAL Unit toll free at (866) 722-6725 (TTY users call: 711) for assistance.

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Chapter 9:

Delegation Oversight

SCAN delegates certain activities to contracted providers and contracted providers must perform these activities in compliance with all applicable law, including Medicare laws, regulations, and CMS instructions. See 42 CFR 422.504(h). SCAN, however, remains ultimately responsible for the performance of all delegated activities. To ensure that delegated activities are performed satisfactorily, SCAN monitors and audits all delegated activities.

Delegation Determinations Prior to delegation, SCAN evaluates and documents the entity's ability to perform the delegated activity in accordance with state and federal requirements and SCAN requirements. Upon delegation, each delegate is provided with a Delineation of Responsibilities (DOR) document that describes in more detail the delegated entity’s responsibilities and reporting requirements. SCAN will send updated DORs when there are changes in delegation requirements or delegation status. Delegated entities should refer to their contract with SCAN and their most recent DOR for additional information related to delegated activities. SCAN maintains the sole discretion to allow the delegation of activities to providers or other entities. Delegated entities may not modify the delegated activities or the obligation to perform the delegated activities without prior written consent from SCAN.

Performance of Delegated Activities Delegated entities are responsible for the performance of all delegated activities, including reporting requirements, in accordance with all applicable laws, their contract with SCAN, this manual, and the DOR. Delegated entities may utilize their own policies and procedures to perform delegated activities provided to the extent that such policies and procedures are consistent with SCAN’s requirements. If the delegated entity’s policies and procedures are inconsistent with our requirements, our requirements will apply. Delegated entities remain responsible for the performance of delegated functions by their subcontractors. Delegated entities are required to evaluate subcontractors’ performance of delegated activities by monitoring and audits. Please see your contract with SCAN for subcontracting requirements.

Delegation Status, Revocation and Resumption SCAN will assign either full or conditional delegation status to the delegated entity subject to change dependent on the entity’s performance: •

Full Delegation: The delegated entity is authorized to perform delegated activities with ongoing monitoring and, at a minimum, annual oversight audits.

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•

Conditional Delegation: The delegated entity has failed to meet standards required to maintain or be granted “Full Delegation” status and is subject to corrective action and more frequent and/or focused audits.

Per CMS regulations, SCAN or CMS also may revoke delegated activities, or specify other remedies, in instances where CMS or SCAN determine that a delegated entity has not performed satisfactorily.

Network Performance Committee SCAN has established a multi-disciplinary Network Performance Committee (NPC) that is responsible for assuring that all delegated activities performed are in compliance with applicable legal and SCAN requirements. The NPC will review all submissions for determination of delegation status and any request for resumption of delegated activities. The NPC also reviews all corrective action plan activity and audit results.

Audits In addition to ongoing monitoring, delegated entities are subject to annual audits, focused audits, re-audits and exigent/ad hoc audits. •

• • •

Annual Audits: Annual audits are conducted on a routine, scheduled basis depending delegation status. o Claims audits and financial audits are conducted annually for all entities delegated for claims processing activities. o Credentialing audits and utilization management audits are conducted annually for all entities delegated for credentialing and utilization management activities, respectively. o A sub-set of delegated entities are selected to be audited annually for compliance with CMS rules for first tier, downstream, and related entities. Focused Audits: A focused audit is usually conducted when some aspect of an annual audit reveals situations of non-compliance. Re-audits: A re-audit audit is usually conducted when several aspects of an annual audit reveal situations of non-compliance. Exigent/ad hoc Audits: An exigent or ad hoc audit is conducted when we determine there is a reasonable need for a non-routine audit, e.g., we become aware that a provider delegated for claims payment has experienced an event or series of events that might materially alter its financial situation or solvency.

Providers may be expected to regularly submit reports to effectuate audit activities, e.g., financial reports in connection with the annual financial audit. Failure to submit required reports may result in increased oversight, corrective action, or other appropriate action. Our Delegated Oversight Unit will work with the delegated entity to schedule an audit at a convenient date and time unless an exigent or ad hoc audit is required. Unless requested otherwise, delegated entities are expected to schedule exigent/ad hoc audits within two (2) business days of the request by SCAN.

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With the exception of unscheduled exigent/ad hoc audits, once an audit date is set, the delegated entity will receive an audit confirmation letter that includes information about the audit scope, how to prepare for the audit and other information as may be necessary to conduct the audit. Failure to timely comply with audit requests may result in corrective action, de-delegation, or sanctions.

Audit Results and Corrective Action Results of the audit and any requests for corrective action will be returned to the delegated entity within 30 days of the date of the audit. Corrective action may be required in addition to other remedies or sanctions, e.g., placing the delegated entity on financial watch status. Corrective action required by SCAN is separate and distinct from corrective action that may be required by third parties, e.g. corrective action required by the DMHC related to a deficiency regarding California solvency regulations. SCAN will consider corrective action by third parties as corrective action for noncompliance with a contractual or regulatory requirement but is not required to accept such action. Unless otherwise allowed, SCAN allows 30 days from the time that corrective action is requested to the date that a corrective action plan (CAP) is due to be returned to SCAN. CAPs must include: • • • • •

A root cause analysis designed to correct the underlying problem that resulted in noncompliance and to prevent future noncompliance; The expected corrective actions entity will take to remediate; The date(s) the corrective action is expected to be completed and timeframes for specific achievements; The ramifications for failure to implement the corrective action successfully; and The staff responsible for implementation of the corrective action.

The following are examples of deficiencies that may warrant corrective action: • • • • •

Provider is unable or unwilling to provide information needed to conduct the audit, or otherwise fails to cooperate with audit activities; Provider is unable or unwilling to take action to comply with legal or contractual requirements, e.g., pay claims in accordance with CMS requirements or reserve funds for Incurred But Not Reported (IBNR) claims; Provider is unwilling or unable to meet SCAN audit standards, e.g., Provider Directory Accuracy of less than 90%; Provider lacks written policies and procedures sufficient to meet legal or contractual obligations, e.g., policy requiring that provider report potential fraud, waste and abuse to SCAN; and Provider fails to maintain documentation sufficient to meet legal or contractual obligations, .e.g. incomplete documentation for CMS required training.

Failure to cooperate with a SCAN request for corrective action may result in further corrective action, de-delegation, or sanctions.

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Sanctions If a delegated entity fails to cooperate with an audit/monitoring efforts or fails to complete a CAP, SCAN will institute sanctions including the following (unless expressly prohibited by the provider contract with SCAN): • • •

Termination of the provider contract with SCAN; Require a letter of credit and/or other proof that the organization has access to sufficient funds for the payment of claims for healthcare expenses; and Exclude the organization from the SCAN network.

Depending on the nature of the deficiencies, SCAN may apply sanctions without first requiring a CAP.

Audit Summaries The following tables provide an overview of delegation oversight activities. Please email the Delegation Oversight Unit for additional information at [email protected]. Credentialing (Providers delegated for credentialing activities) • Delegated providers must meet all CMS requirements regarding credentialing. See Chapter 5: Network Standards. • SCAN uses the ICE Semi-Annual Credentialing Submission Form, available at http://www.iceforhealth.org/library.asp?sf=&scid=1260#scid1260.

Frequency of Audit (excluding focused audits, re-audits, and exigent/ad hoc audits) • Annual audit Scope of Audit • Initial credentialing file review • Ongoing monitoring • Recredentialing file review • Notification to authorities and practitioner • Credentialing policies and committee Appeal rights • Adverse actions monitoring & reporting • Assessment of organizational providers • Semi-annual credentialing/recredentialing • Delegation of credentialing reports • Identification of AID/HIV Specialists • Practitioner office site quality • Additional information as may be required FDR Compliance Oversight (all delegated entities) • Delegated providers must meet all CMS downstream requirements for first tier, downstream, and related entities (FDRs). See your contract with SCAN for specific downstream requirements; see also Chapter 21 of the MMCM, Chapter 9 of the PDBM. • Corrective action required for audits that result in score of less than 100%. Frequency of Audit (excluding focused audits, re-audits, and exigent/ad hoc audits) • Sub-set selected for annual audit based on internal risk assessment • Annual compliance attestation component Scope of Audit • Compliance policies and procedures • Monitoring and auditing of FDRs • Standards of Conduct (aka Code of Conduct) • Offshore subcontracting • General compliance and FWA training • Record retention policy • Exclusion screening • Additional information as may be required

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Financial Audit (Providers delegated for claims processing activities) • For more information, see DMHC regulations at http://wpso.dmhc.ca.gov/regulations/docs/15ccrp.pdf. • Information obtained by SCAN as part of its financial audit will remain confidential and will be used solely to comply with California Health and Safety Code Section 1375.1. Frequency of Audit (excluding focused audits, re-audits, and exigent/ad hoc audits) • Annual audit with quarterly review component Scope of Audit • Financial Audit Questionnaire • Downstream provider contracts • Financial statement review • Provider directory accuracy* • IBNR claims review • Claims Payable Report • Stop loss insurance • Additional information as may be required * If the audit results are at 90% or less accuracy, SCAN will request a CAP and the delegated entity will be required to submit an updated provider roster with corrected information within five (5) business days of receiving the audit report.

Financial Review-Quarterly Statements and Annual Financial Reports On a quarterly basis, SCAN will send a reminder via email for documents for quarterly review, including unaudited financial statements. Please remit the documents to the email sender’s address. th th Documents are due to SCAN on May 15 (for January 1-March 31), August 15 (for April 1 - June 30), th th November 15 (for July 1 - September 30), and February 15 (for October 1 - December 31). DMHC regulations require that any organization SCAN will also review the following ratios to in a risk sharing arrangement with SCAN must evaluate an organization’s financial status: maintain these ratios throughout each quarter: • Debt to Equity • Positive Tangible Net Equity • Days of Cash on Hand • Cash to Claims ratio of at least 75% • Medical Loss • Positive Working Capital • Acid Test Contracted providers are also required to submit unaudited financial statements and audited annual financial reports required by the DMHC. See https://www.dmhc.ca.gov/ (licensing and reporting). Monthly Review If an organization is placed on financial watch, a monthly review of the financial status of the organization will be required. This monthly review may include monthly unaudited financial statements, an updated Provider Financial Audit Questionnaire, Claims Payable Report, and other financial documents. Claims Audit (Providers delegated for claims processing activities) • Delegated providers must meet all CMS requirements regarding claims. See Chapter 12: Claims, for more information regarding these requirements. Frequency of Audit (excluding focused audits, re-audits, and exigent/ad hoc audits) • Annual audit with monthly reporting component Scope of Audit • Inventory management reports • Claim adjudication review, which may include: • Reports of pended claims o Non-contracted provider claims • Medicare Advantage claims processing o Contracted provider paid claims policies and procedures o Unaffiliated provider denials • Training materials o Denied claims with Member liability* st • Organizational structure o 1 level provider dispute resolution claims • Information systems (IS) • Misdirected claims • ICE Operational Review Questionnaire • Attestations and supporting copies • Claim and claim supporting areas • Excluded providers • Testing of contracted provider status • Additional information as may be required * If the provider is placed in retrospective review status for claim denials, 100% of denials must be submitted weekly for review.

Monthly Reporting Of Claims Processing Timeliness All delegated entities must report claims processing timeliness on a monthly basis, using the current version of the ICE Monthly Medicare Advantage Claim Timeliness Report. The report is available at: http://www.iceforhealth.org/library.asp?sf=&scid=1260#scid1260. This report should be faxed/e-mailed in time to th be received by the 15 of the month following the month being reported.

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Utilization Management (Providers delegated for utilization management activities) • Delegated providers must meet all CMS requirements regarding utilization management. See Chapter 6: Utilization Management for more information. Frequency of Audit (excluding focused audits, re-audits, and exigent/ad hoc audits) • Annual audit • Annual service denial audit component (quarterly if provider falls below 100% compliance) • Annual SNP component for providers delegated for SNP • Monthly, quarterly, semi-annual and annual reporting components Scope of Audit • Utilization management program description • Health education and cultural linguistics • Physician involvement • Services are provided with cultural competence • Behavioral health practitioner involvement • Initial Health Assessments • Annual evaluation • Advance Directives • Consistency in applying criteria • Nondiscrimination • Communication services • Evidence of no prohibition on health care • Appropriate professionals professional advice to patients • Use of Board certified consultants • Adherence to Medicare Marketing Guidelines • Affirmative statement about incentives • Provider access during federal disaster or public • Timeliness of decisions and notifications health emergency declaration • Policies for Appeals • Specialist termination notifications • Emergency Services • Clinical practice guidelines • Delegation • Continuity of care and coordination of care • Adequate and appropriate access to care • Standing referrals • Direct access to in-network women’s health • Continuing services by a terminated provider specialist for routine and preventative services • U.S. Preventive Services Task Force • Arrangements for Specialty Care • Quality management and improvement program • Disease management Requirements • Legislative requirements • Out-of-network/out-of-area contractual • ODAG mail authorization process agreements and denial process • Ambulatory case management • Additional information as may be required Scope of Audit UM Service Denial • Timely Organization Determinations • Accuracy of notifications • Timely notification to Members • Alternate treatment options provided to • Correct letter template Members th • Appropriate criteria for denial • Language (8 grade level, definition of medical • Relevant clinical information for decisions terminology, defined acronyms when used) • Appeal rights provided • Additional information as may be required Scope of SNP Audit Component (Providers delegated for SNP only) • Care management program description • Satisfaction with care management • Population assessment • SNP MOC training requirements • Care management assessment process • SNP Trigger Report • Individualized Care Plan (ICP) • SNP Transition of Care (TOC) • Analyzing effectiveness/identifying • Ongoing care management opportunities • Additional information as may be required

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Chapter 10: Pharmacy Our P&T Committee SCAN’s Part D formulary is reviewed and approved by a Pharmacy and Therapeutics (P&T) committee that meets specific requirements with respect to membership, conflict of interest, P&T member disclosure to CMS, meeting administration, formulary management, formulary exceptions, and P&T committee role. The SCAN P&T Committee is comprised of physicians and pharmacists that come from various clinical specialties and evaluate new drug therapies for placement on the SCAN Part D Formulary, drug utilization criteria, pharmaceutical management policies and procedures as well as select treatment guidelines for major medical conditions. Our P&T Committee meets at least quarterly. The results from the quarterly meetings regarding the placement of new medications on SCAN’s Part D formulary are distributed to contracted providers. See www.scanhealthplan.com for more information.

SCAN is a Part D sponsor. SCAN contracts with CMS to provide prescription drug coverage for beneficiaries who choose to enroll in the program and must comply with CMS rules for Part D sponsors.

Pharmacy Benefits Contact your Network Management Specialist at (888) 705-7226 to request a current SCAN benefits grid. Benefits grids are also available in the SCAN Provider Portal at https://providerportal.scanhealthplan.com.

Part D Formulary SCAN’s Part D formulary is a list of covered Part D drugs reviewed and approved by the SCAN P&T Committee and CMS. SCAN’s Part D formulary and the updates to the Part D formulary are available at https://www.scanhealthplan.com/scan-resources/formulary/.

Select Members (e.g., dual eligible Members) may have coverage for additional drugs, mostly over-thecounter medications, in accordance with DHCS requirements. These drugs are listed in an “Additional Drug Listing for Medicare and Medi-Cal Members” at: https://www.scanhealthplan.com/scan-resources/formulary/documents-relevant-toformulary.

Requests to Add Drugs to the Part D Formulary Providers may request that drugs be added to the Part D formulary. Please mail written requests to: SCAN Health Plan, Attn: Director, Pharmacy Benefits and Formulary, 3800 Kilroy Airport Way, Suite 100, Long Beach, CA 90806.

Finding a Network Pharmacy Our network includes over 68,000 pharmacies, some of which have preferred cost-sharing. Providers can locate a network pharmacy, including a pharmacy with preferred cost-sharing, by using the pharmacy locator tool on our website. To find a pharmacy in a specific area, search options must be entered to select a specific zip code, the option to look for pharmacies within a certain mile radius, and the option to select the preferred pharmacies only. Once results are returned, the “Details” section will advise if the pharmacy has preferred cost-sharing, dispenses a 90-day supply, accepts electronic prescriptions, and dispenses Part D vaccines.

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Specialty Pharmacy and Specialty Medications SCAN provides clinical support, therapy management, counseling, and social services for Part D specialty medications through its contracted Specialty Pharmacy, Accredo. Members may choose to use other network specialty and retail pharmacies to obtain Part D specialty medications. Coverage determinations for specialty medications follow the procedure described above.

Mail Order Pharmacy Program We encourage Members to use our mail order pharmacy program, administered by Express Scripts, which allows Members to receive up to a 90-day supply for certain medications delivered at home. Providers can fill mail order prescriptions by: • • •

Calling in new prescription orders to (888) 327-9791; Faxing new prescriptions to (800) 837-0959; or Electronically (software required, please contact Express Scripts).

To avoid delays, all prescriptions must have 3 forms of identification, such as: Member name, ID number#, date of birth, etc. If the 3 forms of identification are not listed, Express Scripts will return the prescriptions. When sending prescriptions for controlled substances, a handwritten signature must be on the prescription. For more information, visit: https://www.scanhealthplan.com/scan-resources/pharmacy/order-prescriptions-online-for-home-delivery/.

Coverage Determination Process SCAN delegates Part D Coverage Determinations to Express Scripts. Providers may request Coverage Determinations from Express Scripts 24/7 by: • •

Calling (844) 424-8886 (If complete information is provided, a decision will be given by the end of the call). Faxing a completed Coverage Determination form to (877) 328-9799 (available at https://www.scanhealthplan.com/scan-resources/pharmacy/part-d-coverage-determinations-and-appeals/part-dcoverage-determination-process).

•

Using an electronic prior authorization process (i.e., CoverMyMeds, ExpressPAth, etc.) (visit http://lab.express-scripts.com/providers/physicians for more information).

Providers must respond timely to requests for information from Express Scripts. Incomplete forms or insufficient information may result in delay or denial. See https://www.scanhealthplan.com/scan-resources/formulary/part-d-coverage-determination-process for more information and additional ways to request Coverage Determinations. Part D v. Part B: Let Us Help You For assistance determining whether a drug falls under Part D or Part B, call the Provider Information Line at (877) 778-7226. A SCAN Clinical Pharmacist will provide a response, usually within twenty-four (24) hours. This service is for information only and is not a Coverage Determination; Coverage Determinations are made by Express Scripts as described above. Chapter 10: Pharmacy SCAN Health Plan 2017 Provider Operations Manual

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Transition Policy A new or continuing Member may be taking drugs that are not on our Part D formulary or on our Part D formulary but have prior authorization, step therapy, and/or quantity limits. Members should talk to their prescribers to decide if they should switch to an appropriate drug that we cover or request a formulary exception. For Part D drugs that are not on our formulary or on our Part D formulary but have prior authorization, step therapy, and/or quantity limits, we may cover a temporary 30-day transition supply during the first 90 days of coverage. If a Member is a resident of a long-term care facility, we may cover a temporary 91-day transition supply and up to a 98-day transition supply, depending on the dispensing increment, during the 1st 90 days of coverage. After the 1st 90 days, we may provide a 31-day emergency supply unless the Member has a prescription written for fewer days. If a Member has a level of care change, we may cover a temporary 31-day transition supply for those Members who are moving from home or a hospital stay to a long-term care facility. We may cover a temporary 30-day transition supply for those Members who are moving from a long-term care facility or a hospital stay to home. See https://www.scanhealthplan.com/scan-resources/plan-materials/formulary.

Medication Therapy Management (MTM) Program CMS requires all Part D sponsors to implement a medication therapy management (MTM) program for Members who have multiple chronic diseases, are taking multiple medications, and are likely to incur annual costs for covered Part D drugs at a specified threshold. The purpose of the MTM program is to optimize therapeutic outcomes through improved medication use by providing comprehensive medication reviews (CMRs) and recommendations to targeted Members and physicians. Members in the MTM program receive a CMR from a Clinical Pharmacist and receive a Medication Action Plan and Personal Medication List upon completing the CMR. Recommendations of drug therapy changes, if any, are sent to the Member’s prescriber(s).

Part D Vaccines To best serve our Members, we encourage our Members to obtain Part D vaccines through a retail pharmacy after obtaining a prescription for the vaccine from their PCPs. In such a case, the pharmacy submits the vaccine claim to Express Scripts with the drug cost and administration fee and the Member is charged only a copay. See https://www.scanhealthplan.com/scan-resources/pharmacy.

Hospice and ESRD Part D Exclusions Medicare specifies that a drug prescribed to a Part D eligible individual cannot be considered a covered Part D drug if payment for such drug is available (or would be available) under Part A or B for that individual. Two examples of drugs covered under Part A or B are: (1) drugs and biological products related to the terminal illness or related conditions for beneficiaries who have elected the Medicare hospice benefit as these drugs should be covered under the Part A payment to a hospice, and (2) drugs Chapter 10: Pharmacy SCAN Health Plan 2017 Provider Operations Manual

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used for ESRD beneficiaries receiving renal dialysis services as these drugs are included in the Part B bundled payment to an ESRD dialysis facility. It is important Providers understand these requirements. Hospice Medications Drugs and biological products paid for under the Part A per-diem payments to a Medicare hospice program are excluded from coverage under Part D. SCAN has beneficiary-level Prior Authorization requirements on the following four categories: analgesics; antinauseants (antiemetics); laxatives; and antianxiety drugs (anxiolytics) to determine their coverage under Part A versus Part D benefit. Prescribers must provide a supporting statement of whether the prescribed drug is unrelated to the Member’s terminal illness or related condition. End Stage Renal Disease (ESRD) Prospective Payment Program CMS applies a bundled prospective payment system (PPS) for renal dialysis services provided by an ESRD dialysis facility that includes drugs used in the treatment of ESRD. CMS provides a single payment to ESRD facilities that covers all of the resources used in furnishing an outpatient dialysis treatment including supplies and equipment used to administer dialysis, drugs, biological, laboratory testing, training and support services. As a result, drugs used for ESRD beneficiaries receiving renal dialysis services are excluded from Medicare Part D as these drugs are included in the Medicare Part B bundled payment to an ESRD dialysis facility. CMS has identified 4 categories of drugs that will always be considered renal dialysis drugs when furnished to an ESRD patient and used as specified in the table below: Intended Use Access Management

Anemia Management Bone and Mineral Metabolism Cellular Management

Drug Category Drugs used to ensure access by removing clots from grafts, reverse anticoagulation if too much medication is given, and provide anesthetic for access placement Drugs used to stimulate red blood cell production and/or treat or prevent anemia Drugs used to prevent/treat bone disease secondary to dialysis Drugs used for deficiencies of naturally occurring substances needed for cellular management

Part B vs. Part D edits will apply at the point of Service for ESRD Members for drugs that are considered to be “always” ESRD-drugs.

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Chapter 11: Provider Reimbursement This section provides general information regarding provider reimbursement. Noncontracted providers and contracted providers paid on a fee-for-service basis should refer to Chapter 12: Claims and their contract with SCAN for more information. Delegated entities should refer to their contract with SCAN for capitation rates and other specific details including the division of financial responsibility between SCAN and the provider for particular services. Capitation is paid on or about the 15th day of each month. Capitation reports are available in the SCAN Provider Portal at https://providerportal.scanhealthplan.com. Contact your Network Management Specialist at (888) 705-7226 or [email protected] for more information.

Corporate Information Changes Providers must notify SCAN of any changes in corporate information in order to ensure that payments are made to the correct entity. Corporate information includes, but is not limited to, organization name and/or dba, organization ownership, tax identification number (TIN), and payee name and address. To notify SCAN of a corporate information change, please email the following documentation to [email protected]: • • • •

A letter on provider letterhead signed by an officer that identifies the change; A copy of Provider’s State of California Statement of Domestic Stock Corporation document, Articles of Incorporation, or Service Agreement; A Fictitious Name Permit if the request is to a “dba”; and A W-9 if the request includes a TIN change.

Wire Transfers To request that payments be made via wire transfer, please email the following documentation to [email protected] : •

A letter on provider letterhead signed by an officer that includes a written statement approving the wire transfer of capitation funds and the following information:   

•

Account Number ABA Number Bank Name

  

Bank Contact Person Bank Phone Number Bank Fax Number

  

Destination Address Beneficiary Names TIN

A copy of Provider’s State of California Statement of Domestic Stock Corporation document, Articles of Incorporation, or Service Agreement;

Physician Incentive Plans: Requirements and Limitations MA Organizations may not make specific payment, directly or indirectly, to a physician or physician group as an inducement to reduce or limit Medically Necessary services. Indirect payments may include offerings of monetary value (such as stock options or waivers of debt) measured in the present or future. If a physician incentive plan places a physician or physician group at substantial financial risk for services that the physician or physician group does not furnish itself, the MA Organization must assure that all physicians and physician groups at substantial financial risk have either aggregate or per-patient stop-loss and conduct periodic surveys. For all plans, the MA Organization is required to provide all information requested to CMS. 42 CFR 422.208. Chapter 11: Provider Reimbursement SCAN Health Plan 2017 Provider Operations Manual

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Chapter 12: Claims SCAN will process claims for reimbursement for services rendered in accordance with all applicable regulatory requirements, including CMS requirements. These claims typically are for services provided by contracted providers under a fee-for-service arrangement or by noncontracted providers. Groups that have been delegated to perform claims activities on behalf of SCAN must also comply with requirements applicable to SCAN including the requirements set forth in this Chapter. See Chapter 9: Delegation Oversight.

CMS Requirements MA Organizations, and their delegated entities, must make correct claim determinations, which include developing the claim for additional information when necessary for: 

    

Services obtained from a non-contracting provider when the services were authorized by a contracted provider or the MA Organization; Ambulance services dispatched through 911; Emergency services; Urgently needed services; Post-stabilization care services; and Renal dialysis services that Medicare members obtain while temporarily out of the service area.

Claims Submission SCAN strongly encourages providers to submit claims electronically. Electronic claims submission is at no cost to the provider and helps effectuate the timely disposition of claims in accordance with CMS requirements. Benefits of electronic claims submission include faster disposition, improved claim control, and standardized industry format. Electronic submission is required in order to receive a remittance advice. Electronic claims must be submitted via a clearinghouse using the HIPAA Compliant 837 Version 5010 transaction set format. SCAN’s clearinghouse partner is Office Ally. Providers can use a different clearinghouse provided that the clearinghouse can complete transactions with our vendor. If you do not have a clearinghouse, or have been unsuccessful in submitting claims to your clearinghouse, please contact Claims Customer Service at (800) 307-8003.

MA Organizations, and their delegated entities, must also provide reasonable reimbursement for the foregoing services as well as services for which coverage has been denied but found to be services the Member was entitled to upon appeal. See 42 C.F.R. 422.100(a) and (b)(1); 422.132; 422.504(g)(1); Manual Ch. 4 – Section 10.2.

You can also contact Office Ally directly to establish electronic claims submissions connectivity with SCAN. To contact Office Ally, call (360) 975-7000 Option 1 or visit https://cms.officeally.com/. Paper claims must be submitted on current CMS standard forms: • •

Hospital claims must be billed on UB-04; and Physician and all other claims except pharmacy (DME, lab/X-ray, transportation, ancillary services) must be billed on CMS-1500.

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Paper claims may be submitted to: SCAN Health Plan Claims Department, P. O. Box 22698, Long Beach, CA 90801-5616. All claims must conform to CMS clean claim requirements and claim submission guidelines including those set forth in the Medicare Claims Processing Manual and in accordance with prevailing Correct Coding Initiatives (CCI) Edits. Claims submitted without all required information will be returned (paper submission) or denied (electronic submission). Providers are expected to promptly respond to requests for additional information and/or records in order to facilitate prompt payment and resolution of claims. We encourage providers to submit all claims as soon as possible to facilitate prompt payment. Unless otherwise stated in your contract with SCAN, however, claims must be submitted within 1 year from the date of discharge or completion of service.

Coordination of Benefits Coordination of Benefits is the procedure used to process health care payments for a Member with one or more insurers providing coverage. SCAN, and groups delegated for claims activities, must have procedures to identify payers that are primary to Medicare, determine the amounts payable, and coordinate benefits. See 42 CFR 422.108, MMCM Chapter 4, Section 80.2. Prior to claims submission, providers must identify if any other payer has primary responsibility for payment and bill that payer prior to billing SCAN (or its delegate). When a balance is due after receipt of payment from the primary payer, a claim should be submitted to SCAN (or its delegate) for payment consideration. The claim should include information verifying the payment amount received from the primary payer as well as a copy of their explanation of payment statement. Upon receipt of the claim, SCAN (or its delegate) will review its liability using the coordination of benefits rules and/or the Medicare/Medicaid “crossover” rules—whichever is applicable.

No Balance Billing Payments made by SCAN to providers less any copays, coinsurance, or deductibles, which are the financial responsibility of the Member, are considered payment in full. Providers may not seek additional payment from Members for the difference between the billed charges and the rate paid by SCAN, nor for any unpaid balance remaining after coordination of benefits. • • •

Contracted Providers: There is no balance billing paid by either the plan or the Member. Providers are paid at their contracted rate less Member cost share amount. Non-Contracted Provider/Medicare Participating. There is no balance billing paid by either the plan or the Member. Providers are paid at Original Medicare rate less Member cost share amount. Non-contracted Provider/Medicare Non-Participating. The MA plan owes the non-contracting, non-participating provider the difference between the member’s cost-share amount and the Original Medicare limiting charge which is the maximum

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•

amount that Original Medicare requires an MA plan to reimburse a provider. The member pays only plan-allowed cost-share. Medicare Opt-Out Provider. The MA plan will reimburse the Member only for Emergent/Urgent care claims until the Member is stabilized. These claims will be paid at the Original Medicare amount. The Member pays only the plan-allowed costshare. For all other claims, the provider should have a signed private contract with the Member stating the Member assumes responsibility for full payment.

A Member cannot be billed for a covered service that is not Medically Necessary unless the Member’s informed written consent is obtained prior to rendering a non-covered service. This consent must include information regarding their financial responsibility for the specific services received. If the copayment, coinsurance, and/or deductible amount collected from the Member at the time of service exceeds the actual Member liability, then the provider will be required to promptly refund to the Member the amount overpaid and not apply the copayment, coinsurance, and/or deductible overpayment to outstanding balances due on other unprocessed claims. Federal law also prohibits Medicare providers from billing Qualified Medicare Beneficiary (QMB) individuals for Medicare deductibles, coinsurance, or copayments. All Medicare and Medicaid payments a provider receives for furnishing services to a QMB individual are considered payment in full (even if the provider does not participate in Medicaid). Providers are subject to sanctions for billing a QMB individual for amounts above the sum total of all Medicare and Medicaid payments (even when Medicaid pays nothing). See Sections 1902(n)(3)(B) and 1866(a)(1)(A) of the Social Security Act, as modified by Section 4714 of the Balanced Budget Act of 1997. Medicare providers also must accept the Medicare-allowed amount (Physician Fee Schedule amount) as payment in full for all Part B-covered services provided to beneficiaries. See Section 1848(g)(3)(A) of the Act. See CMS Medicare Beneficiaries Dual Eligibles At a Glance Learning Module. California law also strictly prohibits providers from seeking reimbursement or attempting to obtain payment for the cost of covered health care services from a dually eligible Member. Providers must bill the State or SCAN, as applicable, for the Member’s cost share. See California Welfare & Institutions Code, Section 14019.4. Providers are responsible for understanding and abiding by Member balance billing prohibitions and must cooperate with SCAN to prohibit inappropriate Member billing by: • • •

Responding to requests from our Member Balance Billing team within 3 days; Designating someone on staff as our primary contact for balance billing issues; and Notifying providers and non-providers of expectations regarding appropriate billing.

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Maximum Out Of Pocket (MOOP) limit CMS requires MA Organizations have a Maximum Out-Of-Pocket (MOOP) limit, which refers to the limit on how much a Medicare Advantage health plan enrollee has to pay out-of-pocket each year for medical services covered under Medicare Part A and Part B. Co-payments, co-insurance, and deductibles comprise Member expenses for purposes of MOOP. MOOP is not applicable to the Member’s Medicare Part B Premium. The MOOP limit is accumulated based upon claims paid by SCAN and encounters reported to SCAN by delegates who process claims on the plan’s behalf. All of our health plans have a MOOP. If a member reaches a point where they have paid the MOOP during a calendar year (coverage period), the Member will not have to pay any out-of-pocket costs for the remainder of the year for covered Medicare Part A and Part B services. If a Member reaches this level, the health plan will no longer deduct any applicable Member expenses from the provider’s reimbursement. The MOOP can vary by health plan and may change from year to year. Please see the applicable EOC available at https://www.scanhealthplan.com/scan-resources/planmaterials for more information.

Claims Adjudication Definition of Clean Claim Unless defined otherwise in your contract with SCAN, a “clean” claim means a claim that has no defect or impropriety (including any lack of any required substantiating documentation) or particular circumstance requiring special treatment that prevents timely payment from being made on the claim. See 42 U.S.C. 1395u. Rejected v. Denied Claims SCAN may reject claims that are not processable (unclean) due to missing or invalid required information. Rejected claims do not have Appeal rights. See http://www.cms.gov/Regulations-and-Guidance/Guidance/Manuals/Downloads/clm104c01.pdf). The provider must correct and resubmit the claim for further adjudication. We will deny a claim where we have determined that all or some portion of the claim is not payable and, in such a case, no payment is applied to the denied claim item(s). Denied claims cannot be resubmitted for payment, but may be appealed (see below).

Payment Unless otherwise stated in your contract with SCAN or a longer period of time is allowed by law, SCAN shall pay any amount due within 60 days of receipt of a clean claim. Special Rules for Non-Contracted Provider Claims 95% of “clean” claims from non-contracted providers must be paid or denied within 30 days of receipt. See 42 CFR 422.500; 422.520(a)(1); Manual Ch. 11 – Section 100.2 & Ch. 13 – Section 40.1. Non-contracted claims that do not meet the definition of “clean claims” must be denied within 60 days of receipt. See 42 CFR 422.520(a)(3); Manual Ch. 11 – Section 100.2 & Ch. 13 – Section 40.1. If clean claims from non-contracted Chapter 12: Claims SCAN Health Plan 2017 Provider Operations Manual

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providers are not paid or denied within 30 days, interest must be paid in accordance with 1816 (c)(2)(B) and 1842(c)(2)(B). See 42 CFR 422.520(a)(2); Manual Ch. 11 – Section 100.2.

Checking Claims Status Providers may check claims status by contacting a Claims Customer Service representative at (800) 307-8003. Claims status may also be checked on-line via our Provider Tools website. To set up a log-in account and password please call (888) 4507226 or contact your designated Contract Specialist for assistance.

Provider Claims Disputes and Appeals Payment disputes and Appeals processes for contracted providers are governed by the terms of the contract between the provider and SCAN. Special Rules for non-Contracted Providers SCAN has established a Payment Dispute Resolution (PDR) process by which noncontracted providers may dispute the amount paid for a covered service, i.e., the amount is less than or greater than the amount that would have been paid under Original Medicare. The PDR process for non-contracted providers cannot be used to challenge payment denials that result in zero payment being made to the noncontracted provider. These matters must be processed as Appeals. The Appeals and PDR processes are summarized below. Appeals (Denied Claims Only) Provider may request an Appeal within 60 days of receipt of remittance advice The request must include a signed Waiver of Liability (WOL) form holding the enrollee harmless regardless of the outcome of the appeal and supporting documentation such as a copy of the original claim and any clinical records and other documentation that supports the provider’s request. A copy of the WOL is available at: http://www.cms.gov/Medicare/Appeals-and-Grievances/MMCAG/Downloads/Appendix-7-Waiver-ofLiability-Notice.pdf. If the WOL is not timely received, the request for an appeal will be sent to MAXIMUS for dismissal and the provider will receive written notification of the dismissal directly from MAXIMUS. • SCAN has 60 days to reconsider denial • Upheld denials are automatically submitted to MAXIMUS for the next level of review • Provider will be advised regarding further appeal rights st 1 Level PDR (Payment Determination Disputes) Within 120 days of receipt of remittance advice st • 1 level PDR is delegated to medical groups where the medical group is delegated for claims • SCAN, or the delegated medical group, has 30 days to reconsider the claims payment nd 2 Level PDR Process May be submitted to SCAN (Attention: Claims-2 Level Appeal, P.O. Box 22698, Long Beach, CA 9080156980) or via fax (562:426-2150) within 180 days of receipt of upheld 1st level dispute nd • 2 level PDR is not delegated to medical groups • SCAN has 60 days to render a decision

See Chapter 5: Networks Standards for provider responsibilities with respect to Appeals, Grievances, and Payment Disputes.

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Guidance for Providers Delegated for Claims Activities This section provides additional guidance for providers delegated for claims activities to ensure that claims paid on SCAN’s behalf are paid in accordance with CMS requirements and SCAN policies. Guidance for Providers Delegated for Claims Check Handling Delays The number of days allowed to mail checks after they are printed should be documented in policies and procedures. The date the claim payment check is placed in USPS mail or equivalent for delivery must be used to define the end of the measurement time when measuring timeliness. An intentional delay before mailing checks, and beyond the routine number of days it takes to audit or sign them, is a non-compliant process unless your organization’s reporting and timeliness compliance measurement has been adjusted to allow for the delay. Claim Date Deficiencies Each claim should be date-stamped with the date the claim is received. Wrong Dates: If it is necessary to change a date stamp because a wrong date was stamped it should be done in accordance with the industry best practice. The industry best practice recommends that a line be drawn through the incorrect stamp, that the employee making the correction initials the correction, and that the correction is dated. The claim should then be stamped with the correct date received. Except for a situation where a date was accidentally stamped incorrectly, claims employees should not alter or change date stamps. Double Dates: In the event of double dated claims, i.e., a claim that has been sent to another payer, group, IPA or health plan and date-stamped by that organization/department prior to arriving in the correct claims department, the earliest must be used to measure the timeliness of the claim payment or denial (also see Misdirected Claims below). All date stamps are relevant date stamp(s) unless they can be shown to be impressed on a claim proof of loss by an entity that is not part of the delegated network. Electronic Clearinghouses: Electronic claims which are transmitted directly to a clearinghouse by 5:00p.m. (or by its closing time if it routinely closes between 4:00 p.m. and 5:00 p.m.) (according to the clearinghouse’s time zone), must be considered as received on that day even if the delegated entity does not upload or process the data until a later date. Misdirected Claims Deficiencies Delegated entities must have a process for forwarding misdirected claims. Triage and sorting processes must be established so that misdirected claims can be identified and forwarded within 10 business days of receipt in order to assure that the payer has the necessary time required to adjudicate and pay the claim. Inaccurate Calculation of Federal Interest Delegated entities must pay interest on clean claims that have not been paid within 30 days of the earliest st relevant received date stamp. Interest must be paid at the current rate beginning the 31 day from the receipt of the claim up until the date that the payment is placed in the USPS mail or equivalent. To calculate the daily federal interest rate for senior claims, you must divide the current approved interest th rate by 365 (366 for leap years). The daily interest rate is then multiplied by the total days beyond the 30 and the total amount of the claim payment that is due. Always ensure that you are using the correct interest rate when paying prompt payment interest. The rate changes semi-annually, on January 1 and July 1, and is available at https://www.fiscal.treasury.gov/fsservices/gov/pmt/promptPayment/rates.htm. Example 1: The payment due on a clean claim is Example 2: The amount to be paid is $220. Today nd $1,200. It is being processed 53 days after receipt is the 32 day after the receipt of the claim. The and will take an additional 3 days to verify, sign and checks will not be printed, signed, and mailed 6 mail the check. The interest payment, which would days from today. Based on the delay of 8 days (2 + be calculated on the basis of 26 delayed days 6 for check processing), the interest payment is 8 x (23+3 for check issuance, processing and mailing), $220 x (the current annual interest rate)/365 days. is 26 x $1,200 x (the current annual interest rate)/365 days. Chapter 12: Claims SCAN Health Plan 2017 Provider Operations Manual

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Guidance for Providers Delegated for Claims CMS Approved CPT Codes with No Medicare Value Delegates must have a process for pricing CMS approved CPT codes with no Medicare value. If a new code appears, delegated entities must make every effort to determine whether the procedure, drug or supply has a pricing history and profile. If there is a pricing history, map the new code to previous customary and prevailing charges, or fee schedule amounts, to ensure continuity of pricing. If there is no pricing history or coding implosion and explosion, entities must make an individual consideration determination for pricing and payment of a covered service. MOOP/Encounter Data Delegates must have processes that ensure accurate data, including encounter data, used to accumulate the Maximum Out Of Pocket (MOOP) limit. See Chapter 14: Encounter Data. Providers are expected to have systems and processes in place to track MOOP amounts and to apply benefit limitations. Providers are also required to submit claims history upon request. Non-Contracted Provider Appeals 1st Level PDR Process Explanation of Benefits (EOB) or Remittance Advice (RA) used to transmit a denial to a non-contracted provider must include the following information: • Non-contracted providers have the right to request a reconsideration of the denial within 60 days from the remittance notification date; • Non-contracted providers must include a signed Waiver of Liability (WOL) form holding the enrollee harmless regardless of the outcome of the Appeal; • Non-contracted providers should include documentation such as a copy of the original claim, remittance notification showing the denial, and any clinical records and other documentation that supports the provider’s Appeal; and • Non-contracted providers must mail requests for reconsideration to: SCAN Non-Contracted Provider Appeal, P.O. Box 22698, Long Beach, CA 90801-5698. All non-contracted provider Appeals must be sent to this same address for reconsideration as soon as possible along with: the original claim; a copy of the denial letter with Member liability if applicable; a copy of your RA or EOB and; and the reason for the denial, including any supporting documents. 2nd Level PDR Process Delegated providers must notify non-contracted providers that they may seek 2nd level review directly from SCAN within 180 days by sending their request to: SCAN Health Plan, Attention: Claims 2nd Level Appeal, P.O. Box 22698, Long Beach, CA 90801-5698, Fax; (562) 426-2150. Delegated Claims Denial CMS has very strict requirements for the use, format, content and delivery of the notice of a denial with Member liability, i.e., claim denial that results in a Member having liability for a medical service that would otherwise be the responsibility of the plan or the provider. Correspondence to Members regarding claims denials must meet CMS formal notice requirements including that they are sent in an envelope that states, on the outside, in a pre-printed format: "Important Plan Information About Your Enrollment". • If the provider is placed in retrospective review status for claim denials, the provider must submit copies of 100% of claim denials with Member liability weekly to SCAN for review. Denials may be submitted by mail to SCAN Delegation Oversight Unit, 3800 Kilroy Airport Way, Suite 100, Long Beach, CA 90806; by fax to (562) 989-5192; and by secure e-mail to [email protected]. If the entity has been de-delegated, prospective denials will need to be faxed to (562) 989-5192 for approval prior to issuance. • Each denial should be accompanied by sufficient data to allow SCAN to verify that the decision to deny the claim and hold the Member liable is correct. The denials and all supporting documentation should be faxed to SCAN for review on or before the 55th day of claim aging. SCAN will review the denial(s) and approve, request additional information, or overturn the decision within 2 business days of receipt. • If SCAN overturns a denial, the delegated entity must pay the claim promptly. A copy of the check and EOB representing payment must be received within 10 business days of the date that the delegated entity was notified of the decision to overturn. Failure to do so may result in deductions and/or recoupments from capitation payments. Chapter 12: Claims SCAN Health Plan 2017 Provider Operations Manual

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Chapter 13: Encounter Data CMS Requirements Risk adjustment data are all data that are used in the development and application of a risk adjustment payment model. MA Organizations and providers must: Submit risk adjustment data that conform to CMS' requirements for data equivalent to Medicare feefor-service data, when appropriate, and to all relevant national standards. Submit risk adjustment data electronically to the appropriate CMS contractor. Data must come from the provider, supplier, physician, or other practitioner that furnished the item or service. See 422.310(d) Submit a sample of medical records for the validation of risk adjustment data, as required by CMS. There may be penalties for submission of false data. See 422.310(e). Certify (based on best knowledge, information, and belief) the accuracy, completeness, and truthfulness of all data submitted. 422.504 (l)(3).

Submission of timely, accurate, and complete encounter data is a collaborative effort and is crucial to appropriate care and reimbursement. MA Organizations must submit to CMS all data necessary to characterize the context and purpose of each encounter between a Medicare enrollee and a provider, supplier, or other practitioner within 13 months of the date-of-service. CMS requires related entities, contractors or subcontractors of MA Organizations to certify the accuracy and truthfulness of encounter data. CMS also utilizes encounter data in the payment methodology used to reimburse health plans under the Medicare Advantage program. See 422.310(d)(3)-(4), 422.504(d)-(e), (i)(3)-(4), (l)(3).

Provider Responsibilities In order to meet regulatory requirements, SCAN requires providers to: Submit Complete Encounters in the Proper Format • Submit all encounters using the HIPAA Compliant 837 Version 5010 transaction set format in conformance with SCAN Encounter Data Requirements and companion guides available at: https://www.scanhealthplan.com/providers/information-for-office-staff/eds-fullencounter-data/encounter-data-reporting-documents-and-resources/;

• Submit all encounters using a SCAN contracted clearinghouse; • Include all information necessary for SCAN to submit data to CMS in accordance with applicable CMS requirements; and • Submit all claim detail for adjudicated claims only, including all applicable billed, paid, adjusted, and denied information. Submit Accurate Encounters • Accurately document each Member’s medical condition(s) as specifically as possible; • Ensure that documentation stored at the facility directly supports the diagnosis and other data in the encounter submitted to CMS; and • Update all encounters with supplemental diagnosis codes when appropriate.

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Submit Timely Encounters • Unless a longer period is expressly allowed in your contract with SCAN, we require providers to submit all encounter data to SCAN within 3 months of the month in which services were rendered. Timeliness is critical to enable SCAN to comply with regulatory requirements, accurately capture data for medical programs, and help improve medical and financial performance. Failure to timely submit data may result in penalties where allowed by your contract with SCAN; and • Timely respond to rejected encounter data within 30 days. Cooperate with CMS Audits and SCAN Audits • Cooperate with CMS audit efforts, e.g., Risk Adjustment Data Validation (RADV) audits, including providing all necessary documentation for validation; • Cooperate with SCAN’s audits or other efforts to ensure accuracy, timeliness, and completeness of encounter data including timely responding to requests for information; and • Cooperate with corrective action requested by SCAN to resolve encounter data issues or errors. SCAN may require providers to certify that they have submitted encounter data accurately, completely, and in the required format. Failure to submit encounter data accurately, completely, and in the required format, may result in denials, delays in payment of claims, and/or recoupment.

Reconciliation Process Reconciliation of encounter data occurs between the providers and clearinghouses and also between providers and SCAN. Each clearinghouse will supply reporting details directly to the providers on the total number of encounters received, accepted, and rejected. Encounters that are rejected at the clearinghouse are not sent to SCAN. Once the encounter is accepted by the clearinghouse and sent to SCAN for processing, the results of the encounters become viewable on the SCAN Encounter Data Portal (EDP), accessible at www.providerportal.scanhealthplan.com. The EDP will display the total number of encounters received, accepted, rejected, and sent to CMS as well as show the results received from CMS (accepted and rejected). SCAN does not currently supply separate reports, such as 999s or 277s, to providers. All accepted and rejected encounter detail must be reviewed on the EDP.

Submission of Supplemental Encounter Diagnosis Code Providers that have submitted encounter data through a clearinghouse may send supplemental diagnosis data through either the clearinghouse or directly to SCAN as outlined below.

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Clearinghouse Submissions Diagnosis codes in excess of 12 per professional encounter and 25 per institutional encounter may be submitted to the clearinghouse by: Submission of multiple v5010 encounters (duplicate of the entire encounter with the exception of the DX Codes). The following data is required to be identical to the original encounter to ensure “roll-up” of all diagnosis data into the appropriate visit: • Member ID • Rendering Provider NPI • Start and End DOS • Procedure Code Submission of multiple iterations of the 2300 Loop (includes service loop) within one encounter. Same requirements as above, plus: • Use same PCN (CLM01 segment, 2300 Loop) • Keep service line (2400 Loop) in order between nd st nd • 2 Iteration of the 2300 Loop should differ the 1 and 2 iterations of the encounter the only in diagnosis codes same ICE Alternative Submission Supplemental diagnosis data can also be sent using the SCAN modified ICE alternative submission format. The ICE alternative submission format is intended only to communicate adds or deletes of diagnosis codes for previously submitted encounter data through the clearinghouse to SCAN. Sending original encounter data via the ICE alternative submission is not allowed. Enrolling for ICE Alternative Submission and Testing Email the SCAN Encounter Data Team at: [email protected]. ICE files will not be accepted by SCAN until enrollment and testing is complete. ICE Alternative Submission File Specifications SCAN utilizes a modified version of the ICE standard format for alternative submission. All requirements for both professional and institutional formats, including the file naming convention, must be strictly adhered to in order for files to process without issue. Submitting ICE Production Files via the Encounter Data Portal ICE alternative submission files should be uploaded through the File Transmission module on the EDP. These are ‘fixed’ file templates and if the specifications are not followed, your file may be DENIED in the upload and you will need to re-check your own file to confirm that it meets the specifications required. Note: ICE alternative submission test files should not be uploaded through the Encounter Data Portal. ICE Alternative Submission Hints, Tips and Notes Ensure diagnosis codes and procedure code fields are formatted as text. If MS Excel is used as a working draft for correcting errors, then the cell containing a diagnosis and procedure code must be formatted as text. Otherwise the leading zero may be deleted. An example is diagnosis code 0389, which is for unspecified septicemia. If the leading zero is dropped where the diagnosis code becomes 389, the code is now for hearing loss instead. At least one procedure code is always required on a professional encounter. On institutional encounters, either a procedure code and/or revenue code is required along with the bill type. Be careful of any ‘date’ field. MBR_DOB, DOS_From, and DOS_Thru fields must include the leading zero and be in the format mm/dd/yyyy. Date field errors most often occur with CSV direct submission files and CMS error files that are resubmitted for correction. Examples: 20080103 needs to be 01032008 1032008 needs to be 01032008 132008 needs to be 01032008 1/3/08 needs to be 01/03/2008 (DOS) 1/3/08 needs to be 01/03/1908 (DOB) 1/03/2008 needs to be 01/03/2008 The Provider NPI is required. If the provider does not have an NPI or it is unknown, then the Tax ID and License number are required. If only the Tax ID is provided, it may not be enough to accurately identify the provider or institutional encounters; Tax ID may be entered into the MPN_NBR field.

For more information, please contact the SCAN Encounter Data Team at: [email protected]. Chapter 13: Encounter Data SCAN Health Plan 2017 Provider Operations Manual

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Chapter 14: Fraud, Waste, and Abuse Eliminating fraud, waste, and abuse is the shared responsibility of everyone in health care. Providers must abide by all applicable fraud, waste, and abuse laws including federal laws and regulations designed to prevent or ameliorate fraud, waste, and abuse including, but not limited to, applicable provisions of federal criminal law, the False Claims Act (31 U.S.C. 3729 et. seq.), and the anti-kickback statute (section 1128B(b)) of the Act). See 42 CFR 422.504(h)(1). This Chapter outlines SCAN's expectations for providers with respect to eliminating fraud, waste, and abuse and provides educational and other resources for providers. Examples of fraud, waste, and abuse include: • • • • • • • • • • • • •

Billing for procedures not performed; Violation of another law, for example, a claim was submitted appropriately but the service was the result of an illegal relationship between a physician and the hospital (physician received kick-backs for referrals); Authorizing or billing for services that are not medically necessary, e.g., acute inpatient instead of observation, advance life support ambulance services instead of basic life support; Certifying terminal illness when criteria is not met; Obtaining benefits like glucose test strips, incontinence supplies, or enterals and reselling; Billing for services that do not meet the description of the revenue or CPT codes; Falsifying information in the medical record or in a claim; Improper bundling or coding of charges; and Misrepresentation by a Member or provider to seek benefits; Unsupported risk adjustment data including encounter data submitted to CMS; Inaccurate Prescription Drug Even and Direct and Indirect Remuneration; Incorrect Low Income Premium Subsidy for Employer Group Waiver Plans; and Incorrect enrollment into MA plans, Part D plans, and other government programs.

Provider Responsibilities In order to meet regulatory requirements SCAN requires its providers to: Be Diligent and Timely Report Suspected Fraud, Waste, and Abuse • Watch for suspicious activity and red flags; and • Timely report suspected fraud, waste, and abuse involving SCAN or its Members, or retaliation for making such a report: By Web: By E-Mail: By Phone:

https://www.scanhealthplan.com/scan-resources/report-an-issue/fraud-information-and-resources

[email protected] (877) 863-3362 (may be made anonymously)

All reports will be kept confidential to the extent possible and in accordance with all applicable law. You may also report directly to the Federal Department of Health and Human Services or the Office of the Inspector General: Chapter 14: Fraud, Waste, and Abuse SCAN Health Plan 2017 Provider Operations Manual

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By Phone: By Fax: By E-Mail: By Mail:

(800) HHS-TIPS ((800) 447-8477) (800) 223-2164 (no more than 10 pages) [email protected] Office of the Inspector General HHS TIPS Hotline, P.O. Box 23489, Washington, DC 20026

Cooperate with Our Efforts to Investigate and Resolve Issues and Protect Your Employees from Retaliation • Cooperate with SCAN’s investigation of potential fraud, waste and abuse including timely responding to requests for medical records and other information; • Cooperate with corrective action requested by SCAN to resolve reports of potential fraud, waste, and abuse including return of overpayments; • Cooperate with referrals to law enforcement and/or regulatory agencies, NBI MEDIC, DHCS; and • Do not retaliate against employees who engage in lawful acts in furtherance of an action under the false claims acts, including investigation for, initiation of, testimony for, or assistance in an action filed, or to be filed under the false claims acts. Retaliation includes discharge, demotion, suspension, threats, harassment, or any other manner of discrimination against the employee in the terms and conditions of employment. Training and Education • Provide fraud, waste, and abuse, general compliance, and specialized training as required by CMS (see Chapter 9: Delegation Oversight); • Require completion of training as a condition of employment or contracting; • Attend other fraud, waste, and abuse and compliance training opportunities; and • Educate other providers, Members, and vendors when opportunities arise. Compliant Policies, Procedures and Practices • Establish and maintain appropriate policies, procedures, and practices and update them regularly to address trends in fraud, waste, and abuse, e.g., prescription drug abuse and hospice enrollment fraud; • Strive for accuracy and excellence in service, coding, and billing; • Document patients’ medical records properly and accurately (do not up-code, bill for services not rendered or not Medically Necessary, unbundle services, or submit duplicate billing etc.); and • Safeguard privacy and maintain records accurately and timely.

Monitoring and Oversight All providers delegated to perform functions on behalf of SCAN are audited on a routine basis to determine compliance with CMS and other requirements related to eliminating fraud, waste and abuse. See Chapter 9: Delegation Oversight for specific information.

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Fraud, Waste and Abuse Resource Sheet Applicable Laws Civil False Claims Act (31 U.S.C. 3729 et seq.) (FCA) Allows a civil action to be brought against any person or entity who, among other things: (a) Knowingly presents, or causes to be presented, a false or fraudulent claim for payment or approval to any federal employee; (b) Knowingly makes, uses or causes to be made or used a false record or statement to get a false or fraudulent claim paid; or (c) Conspires to defraud the government by getting a false of fraudulent claim allowed or paid.

California False Claims Act (California Government Code Section 12650-12656) Makes it illegal, among other things, for any individual to knowingly present or cause to be presented to a state employee a false claim for payment or approval, knowingly make, use, or cause to be made or used a false record or statement to get a false claim paid or approved by the state or by any political subdivision, or to conspire to defraud the state or any political subdivision by getting a false claim allowed or paid by the state or by any political subdivision. It is a crime if a person knowingly submits, causes to be submitted, is the beneficiary or does not report a claim for payment to which the person is not entitled.

Program Fraud Civil Remedies Act of 1986 (38 U.S.C. 3801 et seq.) This statute amended the FCA, among other things, to extend liability to any person or entity that knowingly makes, uses, or causes to be made or used, a false record or statement to conceal, avoid, or decrease an obligation to pay or transmit money or property to the Government.

Fraud Enforcement and Recovery Act of 2009 (FERA) (18 USC 27) This statute amended the FCA, among other things, to provide that FCA liability may attach whether or not there is intent to defraud the government (it is sufficient that the false statement is material to a false claim). Therefore, many types of innocuous overpayments could now potentially lead to FCA liability.

Patient Protection and Affordable Care Act and Health Care & Education Reconciliation Act of 2010 (PPACA) (42 U.S.C. 18001 et seq) PPACA, among other things, requires that overpayments be reported and returned 60 days after they are identified, items/services be prescribed by a Medicare-enrolled physician or other eligible professional, physicians have a faceto-face encounter with a patient before prescribing, and maintain and provide upon request documentation for certifications for DME or home health services, increases civil monetary penalties for making false statements to federal health care programs or for delaying inspections, suspends payment during fraud investigations, and expands the RAC program to include Part C & D.

The Deficit Reduction Act of 2010 (42 U.S.C. 1396h(a)) The DRA, among other things, requires that any entity that receives or makes payments under the state Medicaid plan of at least $5 million per year provide certain information to its employees, contractors and agents concerning federal and state false claims act provisions, penalties and protections.

Anti-Kickback Statute (42 USC 1320a-7b(b)) It is a felony to knowingly and willfully offer, pay, solicit, or receive any remuneration to induce or reward referral of items or services paid in whole or in part by a federal health care program. Remuneration includes transfer of anything of value, directly or indirectly, overtly or covertly, in cash or in kind.

Physician Self-Referral Prohibition Statute (42 U.S.C. 1395nn) The “Stark Law” prohibits a physician from making a referral for certain designated health services to an entity in which the physician (or a Member of his or her family) has an ownership/investment, interest or with which he or she has a compensation arrangement, unless an exception applies.

Penalties Penalties for violating fraud, waste, and abuse laws include: Employee subject to unlawful retaliation entitled to • Violation of the FCA or the California FCA is all relief necessary to make the employee whole punishable by a civil penalty of not less than including reinstatement with the same seniority $5,500 and not more than $11,000 per claim*, status, 2x back pay and interest, special damages, plus 3x the damages the Government sustains litigation costs and reasonable attorneys' fees, • Suspension of payment and, where appropriate, punitive damages. • Potential criminal liability * Each separate bill, voucher, or other false payment demand constitutes a separate claim.

Penalties for violating Anti-Kickback Statute: • Criminal: fines up to $25,000 per violation and up to a 5 year prison term per violation • Civil/Administrative: FCA liability, program exclusion, potential $50,000 CMP per violation, and civil assessment up to 3x amount claimed Chapter 14: Fraud, Waste, and Abuse SCAN Health Plan 2017 Provider Operations Manual

Penalties for violating Stark Law: • Overpayment/refund obligation • FCA liability • CMPs and program exclusion • Potential $15,000 CMP for each service • Civil assessment of up to 3x amount claimed Page | 58

Chapter 15: Privacy and HIPAA HIPAA Requirements Acquisition, access, use, or disclosure of PHI in a manner not permitted under HIPAA is presumed to be a breach unless there is a low probability that PHI has been compromised, based on a multi-factored risk assessment that includes: (i) the nature and extent of the PHI involved, including types of identifiers and likelihood of reidentification; (ii) the unauthorized person who used the PHI or to whom the disclosure was made; (iii) whether the PHI was actually acquired or viewed; and (iv) the extent to which the risk has been mitigated. For breaches of PHI, notification of the breach must be provided to affected individuals, the HHS Secretary, and, in certain circumstances, to the media. Generally, notification must be provided without unreasonable delay and in no case later than sixty (60) days following the discovery of a breach. Pub. L. No. 104-191, 110 Stat. 1936 (1996); 45 CFR Parts 160, 162, and 164. For more guidance, see http://www.hhs.gov/hipaa/forprofessionals/breach-notification/.

SCAN delegates various activities to providers that involve the use and disclosure of protected health information (PHI), making these providers business associates of SCAN under HIPAA. SCAN recognizes that providers are also covered entities in addition to being business associates of SCAN and that, as covered entities, providers have their own legal obligations related to HIPAA. In addition to HIPAA, SCAN and providers may be subject to other legal requirements concerning the privacy of Member information. For example, pursuant to its contract with the DHCS, SCAN must notify the DHCS immediately of suspected security incidents and within 24 hours of breaches involving a Medicare/MediCal beneficiary. By following the expectations discussed in this Chapter, SCAN and its providers can help ensure that all parties’ legal obligations are met. The business associate agreement between a provider and SCAN details the business associate’s responsibilities with respect to Member PHI, including reporting breaches of PHI to SCAN. Regardless of timeliness requirements in the business associate agreement, SCAN requests that providers notify SCAN of breaches of Member PHI as soon as possible after discovery of a breach in order to meet strict regulatory expectations. SCAN cannot meet regulatory expectations without prompt reporting, cooperation, and follow up from its business associates. To this end, we expect that in the event of a breach of PHI involving a Member, the provider: • Notify SCAN as soon as possible, but no later than 10 days after the discovery of the breach. Notice should be addressed to the SCAN Privacy Office via email (preferred) or certified mail to: Email: [email protected] SCAN Health Plan Attention: Privacy Office Address: 3800 Kilroy Airport Way, P.O. Box 22616 Long Beach, CA 90801-9826

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• • • • •

•

Collaborate with SCAN in its investigation of any breach including providing timely responses to inquiries from SCAN regarding the breach; Collaborate with SCAN to determine which entity will provide any required notices; Work with SCAN to draft any required notices or, at a minimum, allow SCAN to approve the contents of the notice prior to any notice being provided to Members; Not include SCAN’s name in any notice to Members without having allowed SCAN the opportunity to review the notice; Promptly investigate all breaches and draft a report that includes, at a minimum: o An initial description of the event describing the nature and circumstances of the breach, o A description of the number of individuals involved; o A description of the types of PHI that were involved; o The date of discovery of the potential breach; o A list of affected Members with SCAN ID numbers; and o Any efforts taken to mitigate harm to the individuals; and Provide SCAN with sufficient information, including the investigative report, to allow SCAN to ensure that SCAN’s obligations under HIPAA and other regulatory and contractual requirements are being met.

If you have any questions about managing breach events, please contact SCAN’s Privacy Office at (855) 895-7226 or [email protected].

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Appendix A: CMS Provider and Supplier Contract Requirements Chapter 11 of the Medicare Manage Care Manual requires that MA Organizations includes certain provisions in their contracts with their network providers. In addition to these provisions, MA Organizations must include certain MA-related provisions in the policies and procedures that are distributed to providers and suppliers that constitute the organizations' health services delivery network. The following table summarizes these provisions and where they can be found in this manual. CONTRACT REQUIREMENTS THROUGH POLICIES, POM Chapter STANDARDS & MANUALS Safeguard privacy and maintain records accurately and timely Permanent "out of area" members to receive benefits in continuation area Prohibition against discrimination based on health status Pay for Emergency and Urgently Needed Services Pay for renal dialysis for those temporarily out of a service area Direct access to mammography and influenza vaccinations No copay for influenza and pneumococcal vaccines Agreements with providers to demonstrate "adequate" access Direct access to women's specialists for routine and preventive services Services available 24 hrs./day, 7 days/week Adhere to CMS marketing provisions Ensure services are provided in a culturally competent manner Maintain procedures to inform members of follow-up care or provide training in self-care as necessary Document in a prominent place in medical record if individual has executed advance directive Provide services in a manner consistent with professionally recognized standards of care Continuation of benefits provisions (may be met in several ways, including contract provision) Payment and incentive arrangements specified

422.118

Network Standards

422.54(b)

Enrollment and Eligibility

422.110(a)

Network Standards

422.100(b) 422.100(b)(1)(iv)

Physician Responsibilities Network Standards Claims

422.100(g)(1)

Physician Responsibilities

422.100(g)(2) 422.112(a)(1)

Physician Responsibilities Pharmacy Network Adequacy

422.112(a)(3)

Physician Responsibilities

422.112(a)(7) 422.2260 ; 422.2262 422.112(a)(8)

Network Standards Network Standards Network Standards

422.112(b)(5)

Network Standards

422.128(b)(1)(ii)(E)

Physician Responsibilities

422.504(a)(3)(iii)

Network Standards

422.504(g)(2)(i); 422.504(g)(2)(ii); 422.504(g)(3)

Network Standards

422.208

Provider Reimbursement

Subject to applicable federal laws

422.504(h)

Delegation Oversight

Disclose to CMS all information necessary to (1) Administer & evaluate the program (2) Establish and facilitate a process for current and prospective beneficiaries to exercise choice in obtaining Medicare services

422.64(a): 422.504(a)(4) 422.504(f)(2)

Network Standards

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CONTRACT REQUIREMENTS THROUGH POLICIES, POM Chapter STANDARDS & MANUALS Must make good faith effort to notify all affected members of the termination of a provider contract 30 days before the termination by plan or provider Submission of data, medical records and certify completeness and truthfulness

Comply with medical policy, QI and MM

422.111(e)

Network Standards

422.310(d)(3)-(4), 422.310(e), 422.504(d)-(e), 422.504(i)(3)-(4), 422.504(l)(3) 422.202(b); 422.504(a)(5)

Encounter Data

Disclose to CMS quality & performance indicators for plan benefits re: disenrollment rates for beneficiaries enrolled in the plan for the previous two years Disclose to CMS quality & performance indicators for the benefits under the plan regarding enrollee satisfaction Disclose to CMS quality & performance indicators for the benefits under the plan regarding health outcomes Notify providers in writing for reason for denial, suspension & termination Provide 60 days’ notice (terminating contract without cause) Comply with federal laws and regulations to include, but not limited to: federal criminal law, the False Claims Act (31 U.S.C. 3729 et. Seq.) and the anti-kickback statute (section 1128B(b) of the Act) Prohibition of use of excluded practitioners

422.504(f)(2)(iv)(A)

Medical Management and Case Management Network Standards

422.504(f)(2)(iv)(B)

Network Standards

422.504(f)(2)(iv)(C)

Network Standards

422.202(c)(1)

Network Standards

422.202(c)(4)

Network Standards

422.504(h)(1)

Fraud, Waste, and Abuse

422.752(a)(8)

Adhere to appeals/grievance procedures

422.562(a)

Overview Network Standards Delegation Oversight Member Appeals Grievances

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and

Appendix B: Select DHCS Requirements SCAN contracts with DHCS to provide health care services to eligible Medi-Cal recipients. Services provided to these Members, also referred to as dually eligible or DSNP Members, must comply with the terms of contract between SCAN and DHCS. The following table summarizes select DHCS contract requirements. DHCS CONTRACT SECTION A4-5 Provider Participation

A4-12B Credentialing A6-5 Emergency Services A6-12 Plan Physician Availability

A6-13 Network Provider Availability A7-4 Provider Manual

A7-4 Provider Manual

A7-5B Provider Training

A7-5C Provider Training

REQUIREMENT

POM Chapter

Contractor shall ensure that contracting Physicians and other providers from the community shall be involved as an integral part of the QIS. Contractor shall maintain and implement appropriate procedures to keep contracting providers informed of the written QIS, its activities, and outcomes. Contractor may delegate credentialing and recredentialing activities. If Contractor delegates these activities, Contractor shall comply with provision 6. Delegation of Quality Improvement Activities, above. Contractor shall have, as a minimum, a designated emergency service facility, providing care on a 24 hour a day, 7 day a week basis. This designated emergency service facility will have one or more Physicians and one Nurse on duty in the facility at all times. Contractor shall have a plan Physician available 24 hours per day, seven days per week to coordinate the transfer of care of a Member whose emergency condition is stabilized, to authorize medically necessary poststabilization services, and for general communication with emergency room personnel. Contractor shall ensure that network providers offer hours of operation to Members that are no less than the hours of operation offered to other patients.

Medical Management and Case Management

Contractor shall issue a Provider Manual and updates to the providers of Medi-Cal services. The manual and updates shall serve as a source of information to contracting and subcontracting health care providers regarding Medi-Cal services, policies and procedures, statutes, regulations, telephone access and special requirements, and the Member grievance, appeal, and State Fair Hearing process. Manual will include the following information: Member’s right to a State Fair Hearing, how to obtain a Hearing, and representation rules at a Hearing; Member’s rights to file grievances and appeals and their requirements and timeframes for filing; Availability of assistance in filing; Toll-free number to file oral grievances and appeals; and Member’s right to request continuation of benefits during an appeal or State Fair Hearing. Contractor shall develop policies and procedures for ensuring providers receive training on a continuing basis regarding clinical protocols, and evidenced-based practice guidelines. Decisions regarding utilization management, enrollee education, coverage of services, and other areas to which practice guidelines apply should be consistent with such practice guidelines. Contractor shall develop and implement a process to provide information to providers and to train providers on a continuing basis regarding clinical protocols, evidenced-based practice guidelines and DHCS-developed cultural awareness and sensitivity instruction for Members. This process shall include an educational program for providers regarding health needs specific to SCAN Members that utilizes a variety of educational strategies, including but not limited to, posting information on websites as well as other methods of education outreach to providers. This process shall be reviewed and updated

Appendix B: Select DHCS Requirements SCAN Health Plan 2017 Provider Operations Manual

Network Standards Delegation Oversight Network Standards (Written Access to Care Standards and Hours of Operation) Network Standards (Written Access to Care Standards and Hours of Operation) Network Standards (Written Access to Care Standards and Hours of Operation) All Chapters

Member Appeals and Grievances

Network Standards (Provider Training and Education)

Network Standards (Provider Training and Education)

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DHCS CONTRACT SECTION

REQUIREMENT

POM Chapter

periodically, as appropriate. A9-3 Access Requirements

A9-3A Access Requirements

A9-3C Access Requirements

A9-3D Access Requirements

A9-3E Access Requirements

Contractor shall establish acceptable accessibility standards in accordance with Title 28, Section 1300.67.2.1 and as specified below. DHCS will review and approve standards for reasonableness. Contractor shall communicate, enforce, and monitor providers’ compliance with these standards. Appointments: Contractor shall implement and maintain procedures for Members to obtain appointments for routine care, Urgent Care, routine specialty referral appointments, and adult initial health assessments. Contractor shall also include procedures for follow-up on missed appointments. Waiting Times: Contractor shall develop, implement, and maintain a procedure to monitor waiting times in the providers' offices, telephone calls (to answer and return), and time to obtain various types of appointments indicated in subparagraph A. Appointments, above. Telephone Procedures: Contractor shall require providers to maintain a procedure for triaging Members' telephone calls, providing telephone medical advice (if it is made available) and accessing telephone interpreters. Urgent Care: Contractor shall ensure that a Member needing Urgent Care will be seen within 48 hours upon request.

A9-3F Access Requirements

After Hours Calls: At a minimum, Contractor shall ensure that a Physician or an appropriate licensed professional under his/her supervision will be available for after-hours calls.

A9-3G Access Requirements

Unusual Specialty Services: Contractor shall arrange for the provision of seldom used or unusual specialty services from specialists outside the network if unavailable within Contractor’s network, when determined Medically Necessary. The Contractor is required to take corrective action, if the Contractor or its providers fail to comply with the above mentioned access requirements. Contractor shall ensure that a Member with an Emergency Condition will be seen on an emergency basis and that Emergency Services will be available and accessible within the Service Area 24-hours-a-day. Contractor shall ensure adequate follow-up care for those Members who have been screened in the Emergency Room and require nonemergency care

A9-3H Access Requirements A9-7 Emergency Care A9-7C Emergency Care A9-11 Rights 1964

Civil Act of

A13-9B Cost Sharing Protections

Contractor shall ensure compliance with Title 6 of the Civil Rights Act of 1964 (42 U.S.C. Section 2000d, 45 C.F.R. Part 80) that prohibits recipients of federal financial assistance from discriminating against persons based on race, color, religion, or national origin. Contractor shall ensure equal access to health care services for limited English proficient Medi-Cal Members through provision of high quality interpreter and linguistic services. The Contractor, including its network providers and subcontractors, shall not bill an enrollee for any services provided under this contract. The Contractor shall assure that all in network provider contracts include requirements whereby the enrollee shall be held harmless for charges for any Medi-Cal covered service.

Appendix B: Select DHCS Requirements SCAN Health Plan 2017 Provider Operations Manual

Network Standards (Access to Services) Delegation Oversight

Network Standards (Access to Services)

Network Standards (Access to Services)

Network Standards (Access to Services)

Network Standards (Written Access to Care Standards and Hours of Operation) Network Standards (Written Access to Care Standards and Hours of Operation) Network Standards (Specialty Care)

Network Standards (Access to Services) Delegation Oversight Network Standards

Network Standards (Written Access to Care Standards and Hours of Operation) Network Standards (Nondiscrimination)

Claims (No Balance Billing)

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