Providers may request the following types of appeals:
- Claim appeals: Submit a claim appeal to request reconsideration of a claim denial.
- Clinical appeals: Submit a clinical appeal to request reconsideration of a medical necessity decision.
All appeal requests and associated information are reviewed by clinicians not previously involved with the case.
For pre-service appeals submitted with written member consent, the standard appeal decision time frame is 20 business days after receipt of necessary information. The standard decision time frame for post-service provider appeals is 20 business days after receipt of necessary information. A 14 calendar-day extension may be requested on any provider appeal.
If you do not agree with a denial on a processed claim, you have 365 calendar days from the date of service or discharge, unless otherwise specified in your contract, to submit an appeal.
If the appeal is not submitted in the required time frame, the claim will not be reconsidered and the appeal will be denied. Providers will be notified in writing if the appeal is denied. If the appeal is approved, payment will show on the Explanation of Payment (EOP).
Please note: If you believe a claim processed incorrectly due to incomplete, incorrect or unclear information, you should submit a corrected claim through the claim submission process. You do not need to file an appeal. Providers have 365 days from the date of service or discharge to submit a corrected claim.
If you disagree with a clinical decision we have made regarding medical necessity, we make it easy for you to be heard.
After receiving a letter from CareSource denying coverage, the provider or the member can submit a clinical appeal within 180 calendar days from the date of service, denial or discharge. Providers must have a member’s written consent to file an appeal on behalf of a member and to appeal pre-service issues. The consent must be specific to the service being appealed, is only valid for that appeal and must be signed by the member.
How to Submit Appeals
Include the following required documentation:
- Progress notes including symptoms and their duration, physical exam findings, conservative treatment that the member has completed, preliminary procedures already completed and the reason service is being requested
- Any documentation of specialists’ reports or evaluations, any pertinent previous diagnostic reports and therapy notes
- If the service has already been provided, a copy of the original remittance advice and/or the denied claim
- If filing an appeal on behalf of a member or for pre-service issues, the member’s written consent, which must be specific to the service being appealed, is only valid for that appeal and must be signed by the member (Please note: You can use the Consent for Provider to File an Appeal on Patient/Member’s Behalf form to record this consent.