Alliance is taking this under review and will issue additional guidance on the implementation of this process. Please watch Provider Updates for updated information.
Members who select GT for their FSS do have the choice of selecting a different approved agency to provide their community navigator Services. The information in the IFDS provider training presentation has been updated to make this clear. Access the updated presentation.
Alliance is asking for a high level of training for staff training our members in self-directed services. Self-direction training must be provided by qualified professional (QP) level staff. This level of qualification supports the higher rate.
If you see any inaccurate information on our provider directory, you may report that from any page in the directory by scrolling to the page bottom and clicking “Report Inaccurate Information.” We appreciate your feedback to help improve our tool.
All searches begin with a location. To start, please enter a city, county, or zip code and select the most appropriate option from the dropdown. All results will be displayed based on their distance from this location.
The state does not give the LMEs/MCOs updates on the CMA applications. Providers will get a response before the LMEs/MCOs do.
Yes, you will be assigned members in whatever areas you are able to serve them.
The Standard Plan provides their own care management for their members. Standard Plan members are not eligible for Tailored Care Management (this is only for Tailored Plan members).
Any questions regarding your submission for the NCQA site review should be directed to your AHEC coach. If you have specific questions about the tools Alliance has presented, please reach out to your assigned Alliance practice transformation specialist.
Alliance will assign members for Tailored Care Management to CMAs and AMH+’s. Alliance is currently developing the assignment logic based on the state’s guidance and this will be discussed in a future CMA Learning Collaborative. Refer to the document entitled “Staffing, Caseload, and Financial Modeling” for methods organizations can use to project the number of Tailored Care Management members that will be assigned to them.
More information about this will be presented in future CMA Collaboratives when we discuss the member assignment logic.
Member choice is the primary factor in determining how/where a member will be assigned. Members will receive a letter notifying them of the options available to them and if they indicate a preference for a Tailored Care Management provider, the member will be assigned to that provider. A workflow is being developed to clarify this process.
Yes. If the training is completed with a different MCO, you will need to submit documentation of training completion for your staff to Alliance.
AHEC will be facilitating trainings on most of the topics included under Tailored Care Management in the RFA and the Provider Manual. Alliance is working on a gap analysis to determine any gaps in the trainings offered by AHEC, and Alliance will provide the required trainings that are identified through that process. A training schedule will be addressed in future CMA Collaborative meetings.
If you are eligible for a care manager, someone will reach out to you after December 1, 2021, to provide you with the name and contact information for your care manager. For those members who have any immediate needs, please contact our Access and Information Center which can assist you with questions or concerns about your services, or if you have a complaint or just want to provide some positive feedback. You can reach the Access and Information Center 24 hours a day toll-free at 800-510-9132. You can call that same number for help if you feel that you are in a mental health or substance use crisis.
The Access and Information Center can provide you with information about:
- Your rights and responsibilities as a consumer of services.
- How to file a complaint, grievance or appeal.
- What kinds of services you are eligible for and why – including benefit restrictions.
- How to access services including inpatient, outpatient, partial hospitalization, and specialty care, as well as help when you are in crisis.
- Resources available in your community.
- How to obtain services when you are outside of our service area.
- Information about how Alliance can help you get your needs met.
We also offer free translation services for clients who do not speak English as well as Relay for our deaf and hard of hearing members
It is Alliance’s plan to continue all care coordinator assignments as they were with Cardinal Innovations if your Cardinal Care Coordinator has come to work at Alliance in the same capacity. We have been working to hire as many Cardinal Care Coordinators as possible. Many factors have been taken into consideration to keep members with their care coordinator. However, not all Cardinal Care Coordinators have applied to come to Alliance and in these cases, some people will be getting new care coordinators. During the first week four weeks, members may be assigned to a temporary care manager as Alliance continues to hire and train previous Cardinal and other non-Cardinal staff. Shortly after members will receive their primary care manager assignment. Be assured that we are committed to assigning you a care coordinator/manager who will effectively meet your needs.
You, your support team, and members of the CIPM team will work together to follow up on the action plan. The community support coordinator staff member will follow up with the participant, guardian, and referral source at 30, 60, and 90 days after a meeting to check on the progress of the action plan.
Alliance Health will attempt to assist and support with transportation needs for those that do not have transportation.
As we work hard to include members from a number of community agencies, please extend the courtesy of notifying us within 24 hours if you are not able to attend.
Each person in attendance is responsible for ensuring the action plan can be carried out through assigned support and tasks. This is a collaborative effort and each person has responsibility in ensuring successful outcomes. If there are barriers/challenges with tasks being completed, whoever is responsible for that task will contact another individual in the community who can assist with support for this task (while ensuring confidentiality). If this is not successful, the individual will contact the community inclusion planning coordinator.
Everyone will introduce themselves and their role at the meeting.
The individual and/or referral source should be prepared to present information goals. If the person does not feel comfortable speaking, please let please let a team member know to discuss before the meeting.
An action plan will be developed and reviewed at the conclusion of the meeting. The individual and anyone the participant wishes will receive a copy of the action plan.
Each CIPM is scheduled for one hour. That is usually enough time for you to share assistance needs and to create an action plan.
The CIPM team represents the individual/family needing support, natural supports (friend, family, people the individual/family trusts), various agencies and organizations in the community.
While CIPM team members represent their organizations, they are expected not to advocate for the interest of their organizations, but rather to focus on the interest of the participant. The members of the team are invited by the community support coordinator. Participants are welcome to bring whomever they want.
The members represent, in no particular order, may include chamber of commerce members, parks and recreation, mental health providers, Department of Human Services, Department of Social Services, faith-based organizations, peer support groups, schools, vocational rehabilitation, departments of juvenile justice or public safety, SSI/SSDI advocate, public health/healthcare provider, and housing agencies.
A community inclusion planning meeting is a time for members to meet with community and agency representatives to their needs and wishes across multiple areas including:
- Behavioral health physical health, housing, transportation, legal, financial, educational, vocational, social and spiritual needs
Community inclusion planning teams will assist with brainstorming and creating a plan for an individual/family to access resources in the community.
Community inclusion planning teams CAN:
- Support timely access to services to individuals transitioning from treatment facilities, incarceration.
- Support service coordination.
- Develop ideas and provide connections to community resources to enhance the individual’s quality of life.
- Provide technical assistance and support.
Community Inclusion Planning teams CANNOT:
- Provide a clinical recommendation for a particular treatment service or level of care (such a recommendation is the product of a Comprehensive Clinical Assessment).
- Overturn decisions made by Alliance’s Utilization Management Department with regard to the denial or reduction of authorizations of MH/DD/SA services.
- Guarantee a particular MH/DD/SA service will be approved by Alliance’s Utilization Management Department as meeting medical necessity.
- Approve or guarantee housing funds, such as Independent Living Initiative (ILI) Funding.
- Determine eligibility for funding sources (Medicaid or State funding).
No. You will need to receive either an enrollment letter or a credentialing/enrollment letter notifying you that you’ve been enrolled in the Alliance Network.
No, you will still need to go through the credentialing/enrollment process through Alliance.
he effective date will be the date that you received notification from Alliance that your application was accepted or the effective date in NCTracks, whichever date comes last.
You can bill for services but will receive a denial. Once the clinician/site is enrolled by Alliance and NCTracks successfully, the Claims department will re-adjudicate the claims.
Verify if the clinician is enrolled in NCTracks. If not, submit an enrollment packet to NCTracks. At the same time, submit the Request to Add Clinician form and indicate on the form whether or not the clinician is enrolled in NCTracks.
No. Alliance only credentials clinicians who bill services that require an individual rendering NPI be submitted on a claim.
Our current rate sheets can be found here.
This has yet to be outlined, but staggering is anticipated.
Alliance will receive claims from Cardinal to assist in planning for service continuity. Please monitor Alliance’s Provider News for more information.
Alliance Health has partnered with the McSilver Institute for Poverty Policy and Research to work with our providers to prepare for provider led care management and becoming a certified agency. A large part of the work has been offering agencies the opportunity to participate in a monthly learning collaborative featuring education, sharing, and exchange of information. These are dynamic sessions and attendees have found it helpful in planning and completing their applications to the state. Alliance is also offering our CMAs use of our care management platform.
Alliance has a system called ACS. You will receive specific information on how to access the system once you are contracted.
Alliance is working with Cardinal to identify those differences and Alliance will be reviewing how to best address. Members will not go without services. Please monitor Provider News for most up-to-date information.
Yes. Alliance is developing the provider training specific to the Cardinal realignment in areas including:
At this time the plan is to conduct virtual and web-based training instead of in-person due to COVID 19. These trainings will be announced in our Provider News and be placed on our provider training calendar.
Once your enrollment gets approved you will receive notification of your assigned provider network specialist and their contact information.
If you have the approval, please send with enrollment packet. If you do not and/or you have many sites, you can submit your site addresses and approval date on a spreadsheet.
Alliance is working with the state on finalizing the process for Alliance to obtain the HCBS verifications.
We recommend that all providers sign up for Provider News. This is the primary method through which we send out information to providers.
Alliance is waiting for information regarding rates from Cardinal. Once that is received we will be reviewing and information will be sent out via Provider News. Our plan is to honor the rates currently paid by Cardinal.
You will receive your Medicaid contract via DocuSign once we complete the required verifications and have received any other required contracting forms (i.e. EFT). Our contract department will reach out to obtain any additional contracting forms that will be needed.
We are not currently adding additional services/sites. W are replicating your contract with Cardinal based on information that we are receiving from Cardinal. A network analysis will be completed and any opportunities will be identified via Provider News.
We have just increased the file limits that can be sent within an email. If you anticipate your file will be larger than 75 MB, please email us at [email protected] to explore an alternate solution.
Please reach out to [email protected] with any questions. The Provider Network department will be hosting virtual enrollment packet technical assistance meetings. Please monitor our website and provider news for the sign-up.
No, if a provider has satellite facilities that follow the same policies and procedures as the provider, the organization may limit site visit requirements to a main facility.
No, you will not need to go through the full credentialing process. There will be information that will be required for our enrollment verification and contracting process. Alliance will be using data from NCTracks and from Cardinal to fulfill credentialing need. Alliance has received provider site and service data that we will be using to confirm provider enrollment.
Yes. Alliance will work with providers currently serving Orange County members to include them in Alliance’s Provider Network. Alliance will also honor all services that have already been authorized, a member’s annual plan, and other existing documentation and care decisions to help ensure a smooth transition and prevent any disruption in services.
Providers will not be impacted until the implementation phase. We anticipate that this implementation phase will begin in late summer of 2021. At that point, providers who serve or wish to serve citizens in Orange County who have Medicaid or have no health insurance, and who receive mental health, substance use disorder or intellectual and developmental disabilities services may be impacted upon approval of the County’s realignment by NC DHHS.
No. If you are currently receiving mental health, substance use disorder or intellectual/ developmental disability services through Cardinal, you will be automatically enrolled with Alliance when the realignment is approved by NC DHHS.
Yes. Alliance will work with providers currently serving Orange County Members to include them in Alliance’s Provider Network. Alliance will also honor all services that have already been authorized, a Member’s annual plan, and other existing documentation and care decisions to help ensure a smooth transition and prevent any disruption in services.
Not immediately. We anticipate that Alliance will start managing services beginning on January 1, 2022, for citizens of Orange County who are insured by Medicaid or have no health insurance, and who receive mental health, substance use disorder, or intellectual and developmental disabilities services.
People who are currently covered by the Alliance Health Plan, who are called “Members,” will not be affected by this change in Orange County.
Orange County’s transition to Alliance will occur on December 15, 2021, according to a timetable established by NCDHHS. View a press release issued by Orange County.
Alliance is requesting enrollment packets be completed and sent in by Sept 30. Packets can be found on our website.
There is one packet for providers that are not currently contracted with Alliance and another packet for providers that are currently contracted.
Orange County’s request to disengage with Cardinal Innovations and align with Alliance Health as its Local Management Entity/Managed Care Organization (LME/MCO) has been approved by the N.C. Department of Health and Human Services (NCDHHS). Orange County’s transition to Alliance will occur on Dec. 15, 2021, according to a timetable established by NCDHHS. View a press release issued by Orange County.
On Nov. 5, 2020, the Orange County Board of County Commissioners (BOCC) approved moving forward with disengagement from Cardinal and joining Alliance Health. After a lengthy public process to allow for feedback and input from community stakeholders and clients, the BOCC voted to align with Alliance Health.
If you live outside the counties indicated below please reference the State map of LME/MCOs to find the organization that serves your North Carolina county.
You must call the Access and Information Line at 1-800-510-9132 to ask about enrollment. There is currently no method for enrolling or applying online.
Simply call Alliance’s 24-hour Access and Information line at (800) 510-9132. Please specifically ask for information on the TBI Waiver. Callers should expect to experience a brief crisis screening initially. You may find other helpful information through the Brain Injury Association of North Carolina by calling 1 (800) 377-1464.
Alliance Health is a North Carolina organization that contracts with the Division of Medical Assistance (DMA) to administer specialty medical plans for TBI survivors in Wake, Durham, Johnston, and Cumberland Counties. Alliance manages a group of healthcare providers to provide services and coordinates the care of survivors participating in the TBI Waiver Program. This includes identifying appropriate community resources, developing support plans, and coordinating benefits.
Support for survivors may include (but are not limited to):
- Staff supports to enable you to live independently or in a group-living situation
- Personal care services
- Life-skills training
- Cognitive rehabilitation
- Home and/or vehicle modification
- Technology supports
- Occupational, physical and speech therapy
- Activities to do during the day or help in finding a job
- Family/caregiver support
View the TBI Waiver Services flyer.
Alliance Health is the managed care organization for publicly-funded behavioral health care services for the people of North Carolina’s Cumberland, Durham, Johnston, Mecklenburg, Orange and Wake counties.
A TBI is defined as an injury to the brain caused by an external force that can result in impairments to cognition (thinking) and physical, behavioral and emotional functioning. Such an injury may have been caused by a motor vehicle accident, fall, gunshot wound, occupational/recreational injury, abuse or military action.
If you have cognitive, behavioral and physical support needs, your TBI occurred on or after your 22nd birthday, you need specialty hospital care or skilled nursing care, and you meet certain financial eligibility, you may be eligible to participate in this program.
If you have questions about eligibility call Alliance’s 24-hour Access and Information line at (800) 510-9132 and request information about the TBI Waiver. Callers should expect to experience a brief crisis screening initially.
If you or someone you care about has a traumatic brain injury (TBI), the TBI Waiver Program is designed to provide community-based rehabilitative services and support to help with your recovery. This is a pilot program managed by Alliance Health in four North Carolina counties (Durham, Wake, Cumberland and Johnston). The services are provided in your own home and community, or in a group living setting – giving you choices and promoting your independence. Under this three-year pilot, 49 individuals will have the opportunity to participate in the TBI waiver the first year, 99 in the second and 107 in the third year.
Your clinical staff will need to do a client update in ACS. If you are unsure about how to enter it, please contact Tasha Jennings at [email protected]
To change a diagnosis code on a denied claim, you would do a replacement claim and only change the dx code, resubmit. You can call your claims help desk and press 1.
Each service should be billed where the intervention was performed. Mostly commonly used is the office or home. For more information about place of service exceptions, see the “Alliance POS Mapping” located on our website under Finance and Claims Resources
As a Alliance Health provider, you’re helping ensure care to our members with complex needs. Our core values shine through our providers’ work and permeate everything they do. Alliance is committed to ensuring that metwork providers are aware of the information necessary to provide care to individuals served by Alliance and are able to comply with Alliance’s requirements. Alliance is committed to communicate through a variety of means in an effort to keep the community of network providers well informed of state and federal changes, new information, trainings, requests for proposals and opportunities for collaboration. For any and all Provider questions, we have a dedicated provider network line through our telephonic helpdesk, 919-651-8500, as well as a dedicated provider network email address ([email protected]). Through the helpdesk and dedicated email, providers are able to receive real-time assistance during normal business hours, and 24/7/365 assistance is available through Alliance’s Access and Information Center (call center).
In order to be added to the Registry of Unmet Needs (RUN) for the NC Innovations Waiver, you or your family should call Alliance’s Access and Information Center at 800-510-9132. You will be asked to provide confirmation of your intellectual and/or developmental disability to be added to the RUN. At the time that you are working with Alliance staff to be added to the registry, you will also be informed of other state-funded or Medicaid-funded services available to you.
At this time there is no RUN for TBI Waiver services because slots are available. In the future, a TBI Waiver RUN may be necessary when the demand for services exceeds available funding.
Alliance has standardized procedures for evaluating the needs of individuals seeking services under the NC Innovations Waiver or the NC TBI Waiver. You must meet the diagnostic and financial criteria for the appropriate waiver. Please reference the NC Innovations Waiver or the NC TBI Waiver as appropriate.
Expedited requests are reserved for individuals currently experiencing life-threatening situations due to their current symptoms or behaviors. Requests that are marked expedited should include clinical justification to support the need for an expedited review.
Pursuant to 42 C.F.R. §438.210, an expedited request is one which “a provider indicates, or the MCO… determines, that following the standard timeframe could seriously jeopardize the enrollee’s life or health or ability to attain, maintain, or regain maximum function.” An expedited authorization decision must be made as expeditiously as the enrollee’s health condition requires and no later than 72 hours after receipt of the request for service.
You can review meeting schedules and past meeting minutes for our Board of Directors at any time by visiting the Board of Directors’ page. If you are having trouble finding information, contact us at (800) 510-9132.
You are encouraged to report matters involving suspected fraud, waste or abuse. To make a report, call (855) 727-6721. You can choose to remain anonymous.
Both the waiver “Hard Limits-Benchmarks for providers and families” and “Authorization Guidelines” can be found on the Alliance Health website under the provider resources. If you have specific questions, call the Provider Network line at 919-651-8500 or email [email protected].
All members with suspected TBI are encouraged to call Alliance Access and Information Line. When members call Alliance access and information line, they are asked 2 questions; “Have you ever been hit on the head or been knocked unconscious?” If the answer is YES to at least one question, the member is then asked if they would like to complete a basic TBI Phone Screening. The member is then transferred to an Alliance IDD/TBI Access Clinician who completes the Ohio Screening ( TBI screening) with the member. Based on the member’s responses, the access clinician will provide basic TBI Resources and or discuss TBI supports and services. Alliance Access Dept. is responsible for collecting TBI Data Monthly. Alliance is responsible for submitting TBI Screening Data to the state on a quarterly basis.
The TBI screening is for any provider who treats a member with TBI. The form is assessable on our external website under Provider Resources in the “Provider Resource Forms” section. Should the TBI Ohio screening result in a positive screening or suspected TBI, the member then should be encouraged to contact Alliance Health Access and Information line. They should access to speak with an Access Clinician about about potential TBI services and Resources.
UM reviews requests as timely as possibly but as all Innovations annual plan requests are submitted on the first of the month, this can require up to the allowed time frames to complete all reviews. This is why ISPs are submitted a month in advance of the effective dates and updates should be submitted at least to 15 days in advance. For urgent situations, the Care Coordinator would work with UM to prioritize. For any concerns, the provider should discuss with the Care Coordinator.
For questions about the status of your application for the Innovations Waiver, please contact us at 800-510-9132 or [email protected]. Alliance staff are able to confirm that you are on the list and the date that you were added.
To better understand who is eligible to receive services, learn how coverage works. To check your eligibility to receive services, call the Access and Information Line at 1-800-510-9132.
According to Clinical Coverage Policy 8C, a CCA is not required for medical providers to bill E & M codes for medication management. (Ch. 22.214.171.124. pg. 15)
The NC Innovations Waiver allows individuals with intellectual and developmental disabilities to receive services and supports in their own community. This helps people live as independently as possible, rather than in an institution like a developmental center.
Alliance Health manages the NC Innovations Waiver program in Cumberland, Durham, Johnston, Mecklenburg, Orange and Wake counties. There is currently a waitlist for these services called the Registry of Unmet Needs.
To learn more about the NC Innovations Waiver or the Registry of Unmet Needs, call Alliance’s Access and Information Center at 800-510-9132.
The Registry of Unmet Needs is a first-come, first-served list maintained by Alliance Health to keep track of people waiting for the NC Innovations Waiver in Wake, Durham, Johnston, and Cumberland counties. Since services from the NC Innovations Waiver may not be immediately accessible, we do strongly encourage parents of children who have an intellectual and/or developmental disability who may need these services in the future to contact us to add your child to the Registry of Unmet Needs now. To learn more about the IDD eligibility review process or the Registry of Unmet Needs, call Alliance’s Access and Information Center at (800) 510-9132.
If you are the relative or legal guardian of an adult (age 18 and older) who participates in the NC Innovations Waiver, you may qualify to become a Relative/Legal Guardian as Direct Support Employee (RDSE). The only service you may provide in this role is Community Living and Support. To serve in this manner, you must meet certain standards for employment. Read tips for RDSE members.
Care coordinators are assigned to help members and their families. If you do not know how to contact your assigned care coordinator, call our access line for help at 1-800-510-9132.
Call our Access and Information Line at 1-800-510-9132 to learn about services. Our team can help you schedule an appointment with a provider. The Access and Information Center can also help if you find yourself in behavioral health crisis.
The LME/MCO Level Appeal must be completed within thirty (30) days after the request is filed. Alliance will schedule a review with a health care professional who has no prior involvement in the case. This person will review the information used in making our decision, in addition to any other information that the individual/guardian wishes to submit. Additional information must be sent to us within ten (10) days of filing this LME/MCO Level Appeal request form. We will mail a decision within thirty (30) days.
A provider may help the individual with completing the form and filing the appeal if the individual gives them written permission. There is a space on the form for the individual to identify someone who is going to help them with their appeal.
No, having an enrollment does not guarantee that the claim will pay. The claim will still be subject to all billing guidelines.
No, if Medicaid covers the service an enrollment is not necessary.
The request for a LME/MCO Level Appeal must be filed with Alliance within Sixty (60) days of the mailing date on the notice of action.
Individuals may call (919) 651-8545 if they want to make a
request by phone. If an individual needs assistance, they can also contact Alliance
at (800) 510-9132 and someone will provide guidance.
To request a LME/MCO Level Appeal, the appellant can call (919) 651-8545 and/or complete the appeal form included with the Notice of Adverse Benefit Determination. The request form can be faxed, emailed, mailed or hand delivered to Alliance at:
Fax: (919) 651-8682
Email: [email protected]
Mail or Hand Delivery: Alliance Health, Attention: Appeals Coordinator 5200 W. Paramount Parkway, Suite 200, Morrisville, NC 27560
No, having an authorization does not guarantee that the claim will pay. The claim will still be subject to all billing guidelines.
No, the provider must be paneled with the primary insurance plan in order to receive reimbursement from Medicaid.
What if I have a question about specific claims? Utilize the standard Claims Research spreadsheet as a tool to communicate with your assigned Claims Research Analyst. Complete the spreadsheet, email it to your assigned Claims Research Analyst, and you will receive a prompt response.
Cutoff for claims to be processed is every Tuesday at 5:00 pm. Claims will adjudicate every evening and the status of most claims will be available to view the next day. *Please note: processing time can be impacted by ACS updates. If the system is updating, claims may not process until the update is complete (sometimes not until the next day).
Please call 919-651-8500 and choose option 2 IT/log in issues.
The best resolution is 1360×765 screen resolution. If that is not an option try holding down the Ctrl button on the left bottom part of your keyboard and rolling the ball on your mouse if using Internet Explorer. If that doesn’t work, please contact your IT department for additional help.
There is a companion guide located on our website at https://www.alliancehealthplan.org/providers/finance-and-claims-forms. It will provide detailed information on how to proceed with the test process.
Email [email protected] or you can contact the help desk at 919-651-8500 option 4.
Complete a notice of change form and send via email to: [email protected].
Before the move, complete a notice of change form and send via email to: [email protected].
For all IPRS services billed you will only use the CMS-1500. For Medicaid claims, professional services must be billed on a CMS-1500. Services such as ICF, inpatient, and ED claims are billed on a UB04.
Navigate to the authorization module in ACS.
Enter patient ID (if known).
Click “Search” at the bottom
If patient ID is not known, click “Search” next to the patient ID box.
Enter last name, first name.
Click on the correct line to highlight patient’s name.
Click “Select Patient.”
Patient ID will now populate.
Click “Search” at bottom.
Click on line to expand
Click “Print” to print the auth report.
Click “Details” to view additional details of auth. (After clicking on details, click on line to expand and view details.)
Medicaid abuse occurs when a member or provider engages in activity that results in unnecessary cost, including services that are not necessary or services that do not meet the standards of care.
Medicaid fraud occurs when a member or provider knowingly cheats or is dishonest, resulting in a benefit such as payment or coverage that would not have been provided.
You can find information on the appeals process in the Provider Operations Manual.
NC START does not replace mobile crisis management or first responder. Although the NC START clinical teams are available for assistance/support/consultation at any time during a crisis response, the first responder and mobile crisis teams retain their roles and responsibilities, NC START clinical teams are intended to support not replace these functions. An eligible individual will continue to access mobile crisis management via the established DMH/DD/SAS crisis service protocol. Eligible individuals will still be required to go through their clinical homes/first responders (if applicable) prior to accessing mobile crisis management. Once an eligible individual is seen by a mobile crisis management team member, that team member should contact the regional NC START program for a potential referral and telephonic/on-site assistance (if indicated). For individuals previously known to an NC START region, their clinical home providers and/or natural supports may contact NC START at any time for information, consultation and assistance deescalating individuals experiencing minor difficulties and/or crises. This assistance/availability of NC START clinical team staff is intended to help deescalate situations before the level of need becomes emergent necessitating a mobile crisis intervention.
The goal is to have all LP applications complete within 60 days but no longer than up to 90 days from the date of acceptance and agency applications within 90 days and no longer than 120 days
- Credentialing initiation form is not complete and signed within 14 business days.
- LP attestation is not signed within 14 business days.
- Intellicorp authorization to release information “I do” box on disclosure page is not checked and personal data is incomplete and does not include LPs personal current address and signed within 14 business days.
- CAQH is missing agency or group practice address, if answers to any supplemental questions is answered yes and the explanation does not include dates and required disclosure information, hospital privileges are missing or incomplete for MDs and the CAQH is not current clinical supervision contract is missing for associate-level licensed providers (if older than 90 days an attestation from the supervisor must be included).
- Certificate of insurance is missing for agency or group or is not current and active insurance attestation is incomplete or missing
Each NC START region has a central access number for information and referral. Referrals to NC START for eligible individuals can be made by anyone known to the individual with an understanding of the individual’s current status and treatment, support and behavioral history and the applicable legal consent for referral. Referral sources often include the following individuals/groups: Individuals themselves, parents and other natural supports, legal guardians, LME staff, Case Management provider staff, Mobile Crisis Management team staff, Clinical home provider staff, Hospital staff, Community Mental Health provider staff, etc. Referrals for eligible individuals not experiencing crises at the time of referral should be made during business hours (8:00 AM – 5:00 PM EST) to appropriate NC START team access number. Referrals for eligible individuals experiencing crises at the time of referral may be made at any time of day/night (24/7/365) to the appropriate NC START team access number.
Yes, that process does not change.
An incomplete application is one that does not contain all of the required elements as listed on the LP application checklist. A complete application will have all of the required elements that are listed on the LP application checklist.
Within 10 days of receipt.
The application confirmation date is the date the application is deemed complete. Providers will receive an email indicating the date.
If the individual loses the appeal, Alliance is allowed to recover the cost of the Medicaid services received during the appeal process. We cannot recover these costs from the parents or guardians of individuals over 18 or from providers.
If the individual disagrees with the LME/MCO level appeal decision, they may request a state fair hearing with the North Carolina Office of Administrative Hearings (OAH). Information explaining how to request a state fair hearing with OAH will be enclosed with the LME/MCO Level Appeal decision. The first step in a state fair hearing is the opportunity for mediation. Individuals and providers can learn more about requesting a state fair hearing at the OAH website or by calling 919-431-3000.
Medicaid 1915(b)(3) services enable states to provide health-related services in addition to those in the approved state plan. 1915(b)(3) services are subject to Medicaid due process and appeal rights in the same manner as other Medicaid services provided under the waiver. Medicaid due process and appeal rights must be provided to Medicaid beneficiaries when there is a denial or limited authorization, reduction, suspension, or termination of a previously authorized 1915(b)(3) service based on medical necessity criteria. LME-MCOs receive a separate 1915(b)(3) capitation rate. Total expenditures on 1915(b)(3) services cannot exceed the resources available. 1915(b)(3) services that are denied based on funding exceeding the resources available are subject to the grievance process.
PLEASE NOTE: Individuals must request a LME/MCO level appeal and receive a decision before they can request a state fair hearing.
The NC START (North Carolina Systemic, Therapeutic Assessment, Respite and Treatment) program is exclusively available to serve adults (age 18 and above) that have a primary diagnosis of developmental disability (DD) and challenging behaviors, often with a co-occurring mental illness.
The NC START program is divided into three regions (East, Central and West) and each region consists of two clinical teams and one respite home. The two clinical teams provide 24/7 crisis response and consultation as well as on-going preventative cross-systems crisis planning for eligible individuals. The crisis prevention component of NC START also involves working with the existing DD and mental health systems of care to provide technical assistance, consultation and support when working with individuals eligible for NC START. The NC START clinical teams will continue to work with referred individuals and their service/support system up to one year following a referral. Within that time the NC START team will work with the individual and their system of services and supports to systemically prepare for crises and reduce the frequency of restrictive interventions, hospital admissions and overall crisis events. The NC START regional respite homes each have two beds reserved for eligible individuals in crisis and two beds reserved for planned caregiver respite of eligible individuals* (4 beds total). Access to the respite home will be governed by the regional clinical teams and respite directors.
If Alliance terminates, suspends, or reduces an individual’s current Medicaid services before the authorization period ends, they may continue to receive those services if they meet all of the following conditions:
- The LME/MCO Level Appeal request is filed within 60 days of Alliance mailing the
Notice of Adverse Benefit Determination.
- The decision involves the termination, suspension, or reduction of currently
- The services were ordered by an authorized provider.
- The authorization period for the services has not expired.
- The individual/guardian requests that services continue.
Revised September 16, 2020; effective October 16, 2020.
If all of these conditions are met, the individual will continue to be authorized for current
services unless and until:
- The individual/guardian withdraws the request for a LME/MCO Level Appeal, or
- Ten days after we mail the LME/MCO Level Appeal decision, unless the
individual/guardian requests a State Fair Hearing within those ten (10) days, or
- The individual/guardian loses the State Fair Hearing, or
- The authorization period for the services expires or authorization service limits are
For more details about continuation of benefits, see 42 C.F.R. § 438.420.
If we deny a request for an expedited LME/MCO level appeal, we will call the individual as soon as possible to tell them that expedited review was not approved, and will send written motivation within 24 hours. An individual can contact 800-510-9132 to file a grievance about our decision to deny expedited review. If the request for expedited review is denied, we will make a decision on your appeal within the standard timeframe (30 calendar days) and there is no need to resubmit appeal request.
An individual/guardian may ask for an expedited Reconsideration Review if waiting thirty days might seriously jeopardize the individual’s life, health, or functional abilities. A provider or any other individual may also help with asking for expedited review if they have been authorized in writing to do so by the member/guardian. A written appeal request is not required for expedited appeal requests filed orally. If Alliance approves a request for an expedited Reconsideration Review, we will notify the appellant in writing within 24 hours of the request and provide written notification of the determination within 72 hours of the request.