Provider Manual—Commercial Plans

Physicians and Providers

Updates:  4.1 revised January 2019.

Quick links:

  1. Eligible Providers
    1.1. Eligible Mental Health and Substance Abuse Professional Providers
  2. Credentialing
    2.1. Initial Credentialing Process
    2.2. Recredentialing Process
    2.3. Adequate Professional Liability Coverage
    2.4. Providers Not Credentialed
  3. Taxpayer Identification Numbers
  4. Physician and Provider Contract Provisions 
    4.1. Medical Records and Chart Notes Requirements 
  5. Call Share Policy
  6. Accessibility
    6.1. Behavioral Health Services
    6.2. Primary Care Provider Services
    6.3. Primary Care Provider
    6.4. Specialty Care Providers
    6.5. PCP Changes
    6.6. Outstanding Referrals
    6.7. Limiting or Closing Practice
  7. Appeals Process



1 Eligible Providers

The following physicians and practitioners are eligible to be considered as PacificSource participating providers, provided they meet credentialing requirements.

Physicians and Practitioners

  • Doctor of Medicine
  • Doctor of Osteopathy
  • Oral Surgeon, Doctor of Dental Medicine
  • Podiatrist

Allied Health Care Practitioners

  • Audiologist
  • Certified Nurse Midwife
  • Certified Registered Nurse Anesthetist
  • Clinical Nurse Specialist (with concurrent NP, CRNA, or CRNFA licensure only)
  • Licensed Clinical Social Worker
  • Licensed Dietician
  • Licensed Marriage and Family Therapist
  • Licensed Professional Counselor (also known as Licensed Mental Health Counselor)
  • Nurse Practitioner
  • Occupational Therapist
  • Optometrist
  • Physical Therapist
  • Physician Assistant
  • Psychologist
  • Psychologist Associate
  • Speech Therapist

Please note: Certified Nurse First Assist, Certified First Assist (CFS), Certified Surgical Technicians, Surgical Assistants, and Registered Nurse must bill under the overseeing doctor’s tax identification number.

Alternative Care Practitioners

  • Acupuncturist
  • Chiropractor
  • Licensed Massage Therapist
  • Naturopath

1.1 Eligible Mental Health and Substance Abuse Professional Providers

  • Clinical social workers licensed by a State Board of Clinical Social Workers
  • Medical or osteopathic physicians licensed by a State Board of Medical Examiners
  • Nurse practitioners registered by a State Board of Nursing
  • Psychologists (PhD) licensed by a State Board of Psychologist Examiners
  • In Oregon, psychologist associates and the supervising licensed psychologist must have an agreement to provide continued supervision of the professional work of a licensed psychologist associate by the Oregon Board of Psychologist Examiners (we will review eligibility of psychologist associates outside Oregon on a case-by-case basis.)
  • Licensed Professional Counselors and Licensed Marriage and Family Therapists licensed by the State Board of Licensed Professional Counselors and Licensed Marriage and Family Therapists.



2 Credentialing

PacificSource credentialing standards follow the guidelines of the National Committee on Quality Assurance (NCQA). The credentialing process includes meticulous verification of the education, experience, judgment, competence, and licensure of all healthcare providers.

Although the credentialing process may be lengthy and time-consuming, PacificSource believes the emphasis on credentialing further demonstrates a commitment to qualified healthcare physicians and providers performing services our members require.

Please remember that PacificSource requires all providers rendering services to be individually credentialed before they can be considered a participating under the provider contract. This includes a nurse practitioner, physician assistant or other mid-level providers.

PacificSource does not allow “incident to” billing for providers that are eligible for credentialing and practicing under their scope of license.

2.1 Initial Credentialing Process

The initial credentialing process at PacificSource involves three basic phases: application, review, and decision. The requirements and details of each phase are described below. This process can take up to 90 days upon receipt of complete application.

Phase 1: Application

Providers are required to submit the Practitioner Credentialing Application and complete our credentialing process prior to being considered a participating network provider with PacificSource. Please note that any new providers at your clinic will be considered nonparticipating providers until the credentialing application is submitted and approved by our Credentialing Committee. When a provider has nonparticipating status, claims are paid at the nonparticipating level, which has a direct effect on your clinic and your patients.

Once the credentialing application has been completed, a copy of the application can be used in the future provided no information has changed in the interim. However, signatures and attestation statements must be no more than 180 days old.

The Practitioner Credentialing Application is available in Providers > Forms and Materials, or by contacting our Credentialing department by phone or email.

At a minimum, the Credentialing department will verify the following information with regard to completed applications:

  • Current, unrestricted medical license
  • Current, valid Drug Enforcement Agency (DEA) certificate, if applicable
  • Education and training
  • Board certification, if applicable
  • A minimum of five years relevant work history
  • Hospital privileges, if applicable
  • Current, adequate professional liability coverage, showing the coverage limitations and expiration dates
  • All professional liability claims history

Phase 2: Review

The PacificSource Credentialing department is responsible for credentialing and recredentialing providers participating in our provider network. The PacificSource Credentialing Committee evaluates provider candidates for credentialing and makes the final determination on credentialing and recredentialing. The Credentialing Committee is also responsible for developing credentialing criteria based on applicable standards, and applying those criteria in a fair and impartial manner.

The Credentialing Committee has the right to make the final determination about which providers participate within the network. If unfavorable information about a specific provider is discovered during the credentialing process, e.g., professional liability settlements, sanctions, erroneous information, or other adverse information, the Committee may choose not to credential the provider. The Credentialing Committee will not accept applications that are incomplete or do not meet our standards for review. Applications that are not accepted are not subject to appeal.

Phase 3: Decision

Upon the Credentialing Committee’s approval, the provider will be notified in writing of their acceptance, including an effective date. The provider will then be recredentialed every three years.

Providers who do not meet the criteria set forth by the Credentialing Committee will be notified in writing via certified mail.

If the Credentialing Committee does not approve the provider, the provider may be considered a “nonparticipating provider” and claims may be processed at the nonparticipating benefit level. There may be reasons (e.g., fraud, inappropriate billing practices, other violations of PacificSource rules or legal boundaries) whereby claims payments may not be approved. After credentialing is complete. Providers participating effective date will be the first day of the following month.

2.2 Recredentialing Process

The recredentialing process will be conducted on each participating provider no less frequently than every three years, or according to applicable standards at the time. The Practitioner Recredentialing Application will be sent to the provider approximately three months prior to the credentialing period expiration date.

Failure to return the information by the due date will result in termination from the PacificSource network and will affect claims payment. If the provider is reinstated after such termination, the provider will be required to complete the full credentialing process, as deemed necessary by the Credentialing Department and/or Medical Director.

The recredentialing process will include verification or review of the following:

  • Completed recredentialing application
  • Copy of current, unrestricted Medical License
  • Copy of current, valid Drug Enforcement Agency (DEA) certificate, if applicable
  • Board certification, if applicable
  • Hospital privileges, if applicable
  • Current, adequate professional liability coverage, showing the coverage limitations and expiration dates
  • Claims history since last credentialing
  • Quality improvement activities. The decision and notification process for recredentialing is the same as for initial credentialing; please see Phase 3: Decision in previous section.

Locum Tenens

A Locum Tenens arrangement is made when a participating provider must leave his or her practice temporarily due to illness, vacation, leave of absence, or any other reasons. The Locum Tenens is a temporary replacement for that provider, usually for a specified amount of time. Typically, the Locum Tenens should possess the same professional credentials, certifications, and privileges as the practitioner he or she is replacing.

PacificSource will now accept modifier Q5/Q6 locum tenens claims. Our Provider Network department will monitor all claims that come in with Q5 or Q6 modifier to ensure they are within the locum tenens claim guidelines.

A locum tenens who provides coverage for a participating provider for up to 60 days does not require credentialing with PacificSource. If the locum tenens leaves the practice and then returns to the practice for an additional cycle, a new 60-day cycle will be allowed before credentialing is required. However, if the locum tenens provides coverage longer than 60 consecutive days, the applicable practitioner credentialing application is mandatory for claims consideration.

Locum tenens claims billed after the 60-day period without the completion of credentialing will be denied. Claims would need to include the names of the locum tenens or the servicing provider for the claim to pay according to member’s benefits and contractual guidelines. Be sure to include the provider’s NPI in item 24-K on the CMS-1500 claim form or electronic equivalent.

2.3 Adequate Professional Liability Coverage

PacificSource requires physicians and providers to procure and maintain appropriate general and professional liability insurance coverage. The minimum acceptable professional liability insurance includes, but is not limited to:

One million/three million ($1,000,000/$3,000,000) is required for:

  • Acupuncturist
  • Certified Nurse Midwife
  • Certified Registered Nurse Anesthetist
  • Chiropractor
  • Clinical Nurse Specialist
  • Dentist
  • Doctor of Osteopathy
  • Licensed Clinical Social Worker
  • Licensed Marriage and Family Therapist
  • Licensed Professional Counselor
  • Medical Doctor
  • Naturopath
  • Nurse Practitioner
  • Oral Surgeon
  • Physician Assistant
  • Podiatrist
  • Psychologist
  • Psychologist Associate
  • Audiologist
  • Occupational Therapist
  • Optometrist
  • Physical Therapist
  • Speech Therapist

2.4 Providers Not Credentialed

Please note that certain hospital-based providers are not required by the NCQA or PacificSource to be separately credentialed by the health plan.

This exception applies to providers who practice exclusively within the inpatient setting and who provide care for the health plans’ members only as a result of members being directed to the hospital or other inpatient setting.

If you have any questions about credentialing, you are welcome to contact the PacificSource Credentialing department, a division of Provider Network Management by phone at (541) 684-5580 or (800) 624-6052, ext. 3747, or by email at credentialing@pacificsource.com.

 


3 Taxpayer Identification Numbers

If you have a change in your tax identification number, you are required to notify us immediately. To ensure accurate IRS reporting, your tax ID number must match the business name you report to both PacificSource and the federal government.

When you notify us of a change to your tax identification number (TIN), please follow these steps:

  • If you do not have a current version of the IRS W9 form, you may download it from our website.
  • Complete and sign the W9 form, following instructions exactly as outlined on the form.
  • Include the effective date.
  • On a separate sheet of paper, tell us the date you want the new number to become effective (when PacificSource should begin using the new number).
  • Send the completed form with the effective date by fax: (541) 225-3644, or mail:

    Attn: Provider Network Department
    PacificSource Health Plans
    PO Box 7068
    Springfield OR 97475

For your current provider identification numbers, please contact our Provider Network department by phone at (541) 684-5580 or toll-free at (800) 624-6052 ext. 2580, or by email at providernet@pacificsource.com.

 


4 Physician and Provider Contract Provisions

PacificSource physician and provider contract provisions vary regarding lines of business, referrals, medical management, method of payment, and withhold requirements, but several provisions remain the same. The provisions that remain constant:

  • Physicians and providers will accept the lesser of the billed amount or PacificSource negotiated rates in effect at the time the service or supplies were rendered or provided as payment in full, less deductibles, co-insurance, co-payments, and/or services that are not covered.
  • Physicians and providers will not attempt to collect from members any amounts in excess of the negotiated rates.
  • Physicians and providers may not collect up-front, except for deductibles, coinsurance, co-payments and/or services that are not covered.
  • Physicians and providers will bill their usual and customary charges.
  • Physicians and providers will bill PacificSource directly using current CPT procedure, ICD-10 diagnostic, HCPCS and/or DRG coding, and not ask members to bill PacificSource for their services.
  • Physicians and providers will cooperate with PacificSource, to the extent permitted by law, in maintaining medical information with the express written consent of the insured, and in providing medical information requested by PacificSource when necessary to coordinate benefits, quality assurance, utilization review, third party claims, pre-existing condition investigations, and benefit administrations. PacificSource agrees that such records shall remain confidential unless such records may be legally released or disclosed. Unless otherwise specified, medical records shall be provided at no-cost.
  • For noncovered services, physicians and providers will look to the member for payment.
  • Provider shall look solely to PacificSource for compensation for Covered Services. Provider, or other designee or agent of Provider, shall not attempt to collect from Members any sums owed to Provider by PacificSource, notwithstanding the fact that either party fails to comply with the terms of this Agreement. Provider further agrees that if PacificSource determines that a Covered Service was not Medically Necessary, or that Covered Services are provided outside of generally accepted treatment protocols, Provider shall not attempt to collect from Member or PacificSource any sums deemed not reimbursable by PacificSource.
  • If PacificSource determines that a Covered Service was not Medically Necessary, or that Covered Services are provided outside of generally accepted treatment protocols, Provider shall not attempt to collect from Member or PacificSource any sums deemed not reimbursable by PacificSource, unless the member agreed in writing prior to service(s) being rendered that they were fully aware that said service(s) would be considered not medically necessary and that the member would be responsible for payment.
  • Additional agreement assumptions for contracted providers/entities which may be listed in your specific contract or will default and refer to the provider manual:
  • Practitioners may communicate freely with members/patients about their treatment plans, regardless of the benefit coverage or limitations to covered services.
  • Practitioners/Facilities allow the plan to use practitioner performance data.
  • Practitioners/Facilities cooperate with Quality Improvement Activities.
  • Practitioners/Facilities maintain the confidentiality of member information and records.

For specific contract provisions, please refer to your direct contract or to the negotiating entity that contracted on your behalf. You are also welcome to contact our Provider Network department by phone at (541) 684-5580 or (800) 624-6052, ext. 2580, or by email at providernet@pacificsource.com.

4.1 Medical Records and Chart Notes Requirements

The purpose of practitioner signatures is to indicate that the services have been accurately and fully documented, reviewed and authenticated. The individual who ordered and/or provided services must be clearly identified in the medical records to confirm that the provider acknowledges the medical necessity and reasonableness of the service(s) that were rendered.

All medical records, chart notes, procedures, and orders submitted for review must be signed and dated by the rendering practitioner.

  • A medical record that does not contain a valid signature may result in claim denials or recovery of overpayments.
  • Signatures added to documentation following a claim denial will not be accepted.

This is modeled after requirements in the Centers for Medicare and Medicaid Services (CMS) Medicare Program Integrity Manual (MPIM). Specifically, Section 3.3.2.4 of the MPIM states:

“For medical review purposes, Medicare requires that services provided/ordered be authenticated by the author. The method used shall be a handwritten or an electronic signature. Stamp signatures are not acceptable.”

According to the CMS manual, records should be signed prior to being billed. Section 3.3.2.4 of the MPIM also states:

“Providers should not add late signatures to the medical record (beyond the short delay that occurs during the transcription process) but instead may make use of the signature authentication process.” 

While CMS requirements do not govern commercial health plans, PacificSource has made the business decision to adopt the CMS signature requirements across all of its lines of business. This standard is recognized as a best practice by professional associations such as the American Health Information Management Association (AHIMA) and the American Academy of Family Physicians (AAFP).

  • Handwritten Signatures Must:
    • Appear on each entry (multiple page medical records require one signature at the end of the last page as long as it is clearly documented to be one encounter)
      Be legible
    • Include the practitioner’s first initial and last name, at minimum
    • Requires the practitioner’s credentials (PA, DO, MD, etc.)
    • PacificSource may request a signature log with any review of medical records to verify provider’s signature or initials.
       
  • Digitized/Electronic Signatures:
    • The responsibility for, and authorship of, the digitized or electronic signature should be clearly defined in the record. 
    • “digitized signature” is an electronic image of an individual’s handwritten signature. It is typically generated by encrypted software that allows for sole usage by the practitioner.
    • An electronic or digitized signature requires a minimum of a date stamp (preferably includes both date and time notation) along with a printed statement such as, “Electronically signed by,” or “Verified/reviewed by,” followed by the practitioner’s name and a professional designation. An example would be: Electronically signed by: John Doe, MD 03/31/2016 08:42 am.

Unacceptable Signatures

  • Signature “stamps”
  • Missing signature on dictated and/or transcribed documentation
  • “Signed but not read” notations
  • Illegible lines or marks

Elements of a complete medical record

Per CMS Documentation Guidelines, elements of a complete medical record may include:

  • Physician orders and/or certifications of medical necessity
  • Patient questionnaires associated with physician services
  • Progress notes of another provider that are referenced in your own note
  • Treatment logs
  • Related professional consultation reports
  • Procedure, lab, x-ray and diagnostic reports
  • Signature and date

Attestations

Applies to Idaho, Montana, and Oregon.

PacificSource will permit the use of an attestation form when a signature or date is illegible or missing due to an inadvertent omission. The attestation is used to identify the provider of service and authenticate that medical record information is accurate and complete.

Limitations of Attestation

Although the attestation will be accepted regardless of the date it was created, it should not be utilized to “backdate” services relating to orders, plan of care, date records after medical records have been requested, etc.

PacificSource may report a provider for potential fraud if a provider is frequently/regularly using the attestation process rather than to correct the occasional inadvertently missing signature. Patterns or consistent use of attestation in place of signed records may lead to further investigation of claims data, denial of claims, audits, or overpayment recovery. This is consistent with the fraud referrals information from CMS Pub 100-08, Medicare Program Integrity.

We consider the utilization frequency of the attestation process to be acceptable once every 6 months. The submission of the attestation is not in itself a guarantee the claim will be processed if other deficiencies were identified in the medical records.

Attestation Statement

In order to be considered valid for PacificSource documentation review purposes, an attestation statement must:

  • Be signed and dated by the author of the medical record entry. Attestation statements will not be accepted if signed by someone other than the author of the medical record.
  • Clearly identify the PacificSource member receiving treatment or services and the date services were rendered.

PacificSource neither requires nor instructs providers to use a certain form or format. They may choose to use the following statement or draft:

“I, [print full name of the physician/practitioner], hereby attest that the medical record entry for [date of service] accurately reflects signatures/notations that I made in my capacity as [insert provider credentials, e.g., M.D.] when I treated/diagnosed the above listed PacificSource member. I do hereby attest that this information is true, accurate and complete to the best of my knowledge and I understand that any falsification, omission, or concealment of material fact may subject me to administrative, civil, or criminal liability.”

Additional Requirements

The attestation statement should be submitted, within 20 calendar days of audit review, with:

  • PacificSource Corrected Claim Form
  • Copy of medical records, even if records have previously been submitted
  • Explanation of why the signature was omitted from original medical record

Failure to submit the appropriate documentation within 20 calendar days will result in denial of affected claims.

PacificSource shall not consider attestation statements where there is no associated medical record or medical record where the original content has been altered.

Amended Medical Records

Late entries, addendums, or corrections to a medical record are legitimate occurrences in documentation of clinical services. A late entry, an addendum or a correction to the medical record, bears the current date of that entry and is signed by the person making the addition or change.

  • Late Entry: A late entry supplies additional information that was omitted from the original entry. The late entry bears the current date, is added as soon as possible, is written only if the person documenting has total recall of the omitted information and signs or initials the late entry.
  • Addendum: An addendum is used to provide information that was not available at the time of the original entry. The addendum should also be timely and bear the current date and reason for the addition or clarification of information being added to the medical record and be signed or initialed by the person making the addendum.
  • Correction: When making a correction to the medical record, never write over, or otherwise obliterate the passage when an entry to a medical record is made in error. Draw a single line through the erroneous information, keeping the original entry legible. Sign and date the deletion, stating the reason for correction above or in the margin. Document the correct information on the next line or space with the current date and time, making reference back to the original entry.
    • Correction of electronic records should follow the same principles of tracking both the original entry and the correction with the current date, time, reason for the change and initials of person making the correction. When a hard copy is generated from an electronic record, both records must be corrected. Any corrected record submitted must make clear the specific change made, the date of the change, and the identity of the person making that entry.



5 Call Share Policy

Primary care providers and specialists agree to make arrangements for coverage when they are unavailable. The call share physician or provider may bill PacificSource for the services provided to the patient, and PacificSource will reimburse the call share provider for noncapitated services.

PacificSource maintains call share group listings. Any changes in call share must be forwarded to the Provider Network department. The listing authorizes the call share providers to provide services, and to receive direct payment for noncapitated services.

If there is any change in a call share group, please call Provider Network Management as soon as possible at (541) 684-5580 or toll-free at (800) 624-6052, ext. 2580.



6 Accessibility

PacificSource has established timeliness access standards of care related to primary care, emergent/urgent care, and behavioral health care.

6.1 Behavioral Health Services

Behavioral health providers will accept behavioral health appointments for:

  • routine office visit for behavioral health services within 10 working days
  • new patient visit for behavioral health services within 10 working days
  • urgent care services within 48 hours*
  • nonlife-threatening emergency care, contact within six hours*
  • life-threatening emergency care immediately*

*PacificSource members have direct access to behavioral health services by calling your office or going to the emergency room.

6.2 Primary Care Provider Services

Primary care providers will accept office appointments for:

  • Preventive care services (such as annual physicals, immunizations, and annual gynecologic exams) within four weeks in Oregon, Idaho, and Montana 
  • Routine services (such as colds, rashes, headaches, and joint/muscle pain) within five working days
  • Urgent services (high fever, vomiting, etc.) within 48 hours
  • Emergency care services the same day
  • After hours care should include 24 hour phone availability (answering machine or service advising patients of care options)

6.3 Primary Care Provider

When a provider chooses to be designated as a primary care practitioner (PCP) under a benefit plan requiring a PCP, he/she agrees to provide and coordinate healthcare services for PacificSource members. PCPs shall refer members to panel specialists for services the PCP is unable to provide. The PCP will also be responsible for reviewing the treatment rendered by the specialist.

Please see section on Referrals for complete referral requirements.

The primary care practitioner is also responsible for the following:

  • Accepts new patients when practice is open to other insurance carriers
  • Will notify PacificSource in writing when practice is closed to new patients
  • Will arrange for call sharing with a panel physician or provider 24 hours a day, seven days a week
  • Will notify PacificSource of any changes in call share coverage
  • Will notify PacificSource when asking a member to seek treatment elsewhere

Also see section on Referrals.

6.4 Specialty Care Providers

Specialty care providers will accept appointments for:

  • Urgent services within 48 hours
  • Follow-up visit from emergency room visit within two weeks
  • Routine follow-up within four weeks

After hours care should include 24-hour phone availability (answering machine or service advising patients of care options).

6.5 PCP Changes

The PCP makes a change, forcing the member to possibly change PCPs. Primary care practitioners may change members for a variety of reasons including, but not limited to, the following:

  • Moving practice to a different location
  • Moving out of the PacificSource service area
  • Closing practice due to retirement, etc.
  • No longer participating on the panel
  • PCP dismisses member from care

6.6 Outstanding Referrals

The following PacificSource policies apply regarding changes in PCPs with regard to outstanding referrals:

  • When a member chooses to change PCPs, all outstanding referrals become void effective on the termination date of the referring PCP. A letter will be generated informing the member, new PCP, and specialist of any outstanding referrals.
  • When a PCP makes a change forcing a member to choose a new PCP, a 60-day grace period will be in effect for all outstanding referrals. A letter will be generated informing the member, new PCP, and specialist detailing the status of any outstanding referrals.

PCPs must contact the Provider Network department as soon as possible when making any of the above changes. Please call (541) 684-5580 or toll-free (800) 624-6052, ext. 2580.

6.7 Limiting or Closing Practice

PacificSource will make every attempt to communicate to our members any closed or limited practice when notified by the PCP in writing of his/her intentions. Notations regarding closed or limited practices can be found in the provider directories. Possible notations include:

  • Closed as PCP, Open as Specialist
  • Practice Has Age Limitations
  • Practice Has Demographic Limitations
  • Accepting New Patients
  • Not accepting new patients
  • Accepting OB Patients only

PacificSource enrollment forms ask the insured to indicate whether or not they are an established patient of a physician or provider. Upon enrollment with PacificSource, a Membership Services Representative monitors this information and is prepared to notify the insured when they have selected a PCP whose practice is closed to new patients. In such instances, the insured will be notified by mail and asked to select a new PCP.

Primary care practitioners are sent a monthly report that lists all patients who have chosen them as their PCP. If new patients have chosen their limited or closed practice, the physician or provider can notify the PacificSource Customer Service department and request the patient appoint a different PCP. The insured will be notified by mail and asked to select a different PCP.

Questions regarding PCP selection should be referred to the Customer Service department at (541) 684-5582 or (888) 977-9299. Provider Network Management will handle questions regarding closed/limited practices.



7 Appeals Process

PacificSource will make every effort to treat those with whom we do business fairly, honestly, and with recognition of their perspectives and needs.

PacificSource Health Plans Statement of Principles

PacificSource understands that at times our members, physicians, and providers may have questions or concerns about decisions made by our staff. Our policy is to fully and impartially document, investigate, and resolve concerns, including any issues relating to clinical care, and to notify all affected parties in a timely manner. When a contract dispute arises between a provider and PacificSource, resolution will be attempted by informal meetings and discussions in good faith between appropriate representatives of both parties. This procedure does not apply to grievances about adverse benefit determinations or claim or preclaim issues (Provider Appeals (commercial)), nor does this procedure apply for a termination of a provider contract “for cause.” All grievances and appeals will be handled and reviewed in accordance with the written policies and procedures governing PacificSource’s Grievance and Appeals Process.

PacificSource has two separate procedures for addressing and resolving grievances and appeals. However, prior to filing any grievance, we encourage all providers to call our Customer Service team or their assigned Provider Representative. We are often able to resolve any concerns or inquiries over the phone without any further action being required.

Procedure 1: Provider Grievance

PacificSource recognizes the right of a provider to file a grievance as it relates to adverse benefit determinations involving medical necessity or procedures or services which are considered by PacificSource to be experimental and/or investigational. Providers are entitled to a single level of review. The provider should submit a written grievance to PacificSource which identifies the member, the procedure or service at issue, and specifies the provider’s reasoning for requesting PacificSource reverse the adverse benefit determination. The provider has 180 days to initiate a first-level appeal of an adverse benefit determination. The time to appeal will start on the day the Provider receives notice of the adverse benefit determination. PacificSource will investigate and respond to the provider, in writing, within thirty (30) days of receipt of the grievance.

Procedure 2: Member Grievance and Appeal

PacificSource provides its members with a two-level internal grievance and appeal system. The member may designate an authorized representative (such as a provider, agent or attorney) to pursue a grievance or appeal on their behalf.

First Level of Review

The first level of review involves starts with a written grievance from the member, disputing an adverse benefit determination made by PacificSource and requesting it to be overturned. PacificSource will fully and impartially investigate the grievance, including any aspects of clinical care which may be involved, and will provide the member or the member’s authorized representative with a written determination concluding the grievance.

Second Level of Review

The second level of review involves a written appeal of the decision reached by PacificSource at the First Level of Review. When a member or authorized representative finds the earlier decision unacceptable, they have the right to appeal. To do so, the member or authorized representative must submit a written statement requesting PacificSource to review and reverse their decision. PacificSource will fully and impartially investigate the appeal, including any aspects of clinical care which may be involved, and will provide the member or the member’s authorized representative with a written determination concluding the appeal.

How to Submit Grievances or Appeals

The member or authorized representative may file a grievance or appeal by:

  • writing to PacificSource, Attn: Grievance Review, PO Box 7068, Springfield OR 97475
  • emailing a message to lc@pacificsource.com with “Grievance” as the subject
  • faxing your message to (541) 225-3628

If you are unsure how to prepare a grievance, please contact our Customer Service department by phone at (541) 684-5582 or toll-free at (888) 977-9299, or by email at cs@pacificsource.com. We will help you through the grievance process and answer any questions you may have.

PacificSource understands that at times our members, agents, physicians, and providers may have questions or concerns about decisions made by our staff. Our policy is to document, investigate, and resolve concerns, and to notify all affected parties in a timely manner. Fair consideration and timely resolution are the goals of our grievance and appeal process.

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Last updated 1/22/2019