If you believe a claim was processed incorrectly due to incomplete, incorrect or unclear information on the claims, you should submit a corrected claim. You do not need to file a dispute or appeal.
Process for Claim Payment Disputes:
- Requests for adjustment for underpayment may be submitted through the claim payment dispute process. You do not need to submit an appeal for this type of review.
- Claim payment disputes must be submitted in writing.
- The dispute must be submitted within 90 calendar days of the date of payment.
- At a minimum, the dispute must include:
- Sufficient information to identify the claims in dispute.
- A statement of why you believe a claim adjustment is needed.
- Pertinent documentation to support the adjustment.
- Incomplete requests will be returned with no action taken. The request must be resubmitted with all necessary information within 90 calendar days of the claim payment or 10 calendar days of the date on the letter notifying you of the incomplete request.
- Payments can be submitted to CareSource through the following methods:
Attn: Provider Appeals Department
P.O. Box 2008
Dayton, OH 45401
- CareSource will render a payment dispute decision letter within 30 calendar days of receipt. If the decision is to uphold the original claim adjudication, providers may appeal the claim adjudication if timely rights still exist.
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.
Expediting Clinical Appeals
If you feel that your patient’s life or health is at risk if a decision about care is not made in a timely manner, you may ask us to expedite a clinical appeal.
Call us at 1-800-488-0134 to expedite a clinical appeal.
Notification of Resolution
CareSource will decide whether to expedite an appeal within 24 hours. We will make reasonable efforts to provide prompt verbal notification to the member of the decision to expedite or not expedite the appeal; the attempt will be made by phone. If the member is in a facility, the provider or facility will be notified on the same business day of the decision.
Expedited appeals will be resolved and verbal notification will be made within 72 hours of receipt of the appeal or as expeditiously as the medical condition requires unless the resolution time frame is extended. CareSource will send written notification to both the provider and the member on the same business day of the decision.
Denied Expedited Appeals
If CareSource decides not to expedite the clinical appeal, we will send written notification within two calendar days of receipt of the appeal to both the member and the provider. This notification will include the determination to process the appeal as a standard appeal and any additional appeal rights the member may have related to our decision. The appeal will be resolved within 15 calendar days from the date the appeal was received and follow the standard CareSource appeal process.
Extending an Appeal
CareSource must submit documentation that the extension is in the member’s best interest to the Ohio Department of Medicaid (ODM) for prior approval. If ODM approves the extension, CareSource will notify the member in writing of the extension reason and new timeframe.