NEW DIRECTIONS MANAGED BEHAVIORAL HEALTH PROVIDER AND FACILITY MANUAL

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1 NEW DIRECTIONS MANAGED BEHAVIORAL HEALTH PROVIDER AND FACILITY MANUAL 2014 PO BOX 6729 Leawood, KS

2 Table of Contents Table of Contents... 2 Preface... 4 About New Directions... 5 Communication... 6 Policies and Procedures... 7 Focus Areas Quality of Care and Member Safety... 7 Shared Information... 9 Information Changes... 9 Provider/Facility Update Form Privacy Policy and Privacy Practices Fraud and Abuse Excluded Persons Compliance Program Credentialing Criteria Provider WebPass HIPAA Information Provider Accessibility Availability Standards Management of Benefits Medical Necessity Criteria Quality Improvement, Utilization Management and Case Management Programs Request for Psychological/Neuropsychological Testing Billing Assistance Common Billable CPT and Revenue Codes Completing the CMS (HCFA) 1500 Claim Form Statement of Rights and Responsibilities of Providers Statement of Rights and Responsibilities for Members and Clients Commercial Member and Provider Denial and Appeal Rights Coordination of Care with Primary Care Physicians Clinical Guidelines Page 2

3 Blue Cross Blue Shield of Alabama Arkansas Blue Cross Blue Shield (ABCBS) HMO & PPO (Including Health Advantage).. 53 Arkansas Blue Cross Blue Shield (ABCBS) Federal Employee Program (FEP) Walmart through Arkansas Blue Cross Blue Shield (ABCBS)/Blue Advantage Administrators (BAA) Florida Blue PPO including Medicare Advantage Florida Blue HMO including Medicare Advantage Florida Blue Federal Employee Program (FEP) Blue Cross Blue Shield of Kansas (BCBSKS) PPO Blue Cross Blue Shield of Kansas (BCBSKS) Federal Employee Program (FEP) Blue Cross Blue Shield of Kansas City (Blue KC) Blue Care HMO Blue Cross Blue Shield of Kansas City (Blue KC) Preferred Care & Preferred Care Blue PPO Blue Cross Blue Shield of Kansas City (Blue KC) Federal Employee Program (FEP) Appendix for Employer groups contracted with New Directions Archer Daniels Midland (ADM) Ball s Food Cerner HCA Page 3

4 Preface New Directions Behavioral Health takes pride in the collaborative relationships developed with Network Providers and Facilities. Our Members and your patients/clients gain as a result of this collaboration. New Directions encourages Providers and Facilities to give us feedback about programs, policies and processes. Please consider this Provider and Facility Manual (Manual) as a general guide to programs, policies and processes. When updates to the Manual are made, New Directions makes every effort to communicate them to Providers and Facilities through , fax, our website, and our quarterly Provider Newsletter. The current version of the Manual is available on our website at New Directions offers Continuing Education (CEU) Workshops for Providers and Facilities. New information or changes may also be communicated at those events. Providers and Facilities are encouraged to contact the Network Operations (Provider Relations) department at for explanation and clarification. Page 4

5 About New Directions Since incorporation as a limited liability company in 1995, New Directions Behavioral Health (New Directions) has become a leading managed behavioral health care organization (MBHO), with national accreditations and recognition from Blue and non Blue organizations. In addition to MBHO services, New Directions provides Employee Assistance Programs (EAP) and health coaching. Behavioral health benefits are managed by New Directions to ensure that members have timely access to the most appropriate services in the least restrictive setting as medically necessary. We coordinate care among the member s primary care physician, psychiatrist, behavioral health therapist, and community resources, among others. Our close relationship with health plans has led to an unparalleled integration of behavioral health and medical service. Integration includes case finding, co case management, and work flows that encompass case and disease management, joint access to technology and data, shared planning relative to pharmacy, quality improvement and network operations. New Directions unique and effective population management paradigm, based upon a philosophy of proactive Member outreach, has led to consistently high satisfaction rates from Members, Providers and account surveys. New Directions has built a national reputation for innovative services focused on patient safety. In addition to recognition and awards from URAC, NCQA, and the Blue Association, New Directions has received honors for its Paradigm for the Telephonic Assessment of Suicide Program from URAC in the category, Best Practices in Health Care Consumer Empowerment Protection. New Directions has URAC accreditation for Utilization Management and Case Management, and full accreditation from NCQA (National Committee on Quality Assurance) as a Managed Behavioral Health Organization. Our clinical operations follow the standards set by these nationally recognized organizations, as well as state and federal laws. Providers and Members give New Directions high marks. The most recent surveys reflect satisfaction rates above 90%! Our reputation for quality and service is grounded in a philosophy of collaboration with the behavioral and medical providers caring for our Members. Page 5

6 Communication New Directions updates the Manual annually and as needed. The updated version is available online at Throughout the year, we convey policy changes and other pertinent information to Providers and Facilities through: Newsletters Broadcast s Office Manager Meetings Website at Educational workshops Contacting New Directions To contact our New Directions Service Center for utilization management, case management, case consultation, or administrative questions regarding eligibility, benefits and claims, please refer to health and group Plan specific information in the Appendix at the end of this Manual. Website New Directions provides detailed and easy to use information about many programs and services at Updates occur frequently to provide current information about behavioral health care and services. The Website includes the following: Most recent version of the Manual Sample Documentation Forms New Directions Medical Necessity Criteria for authorization of payment determinations Clinical Practice Guidelines for Adult Depression, Attention Deficient Hyperactivity Disorder (AD/HD) for Children/Adolescents, and Adult Substance Abuse Initial Assessment Provider WebPass (User name and password is needed) o Eligibility information for many New Directions contracts o Outpatient Quality Review Forms o Benefit information for many New Directions contracts Notice of Privacy Practices for New Directions Member Rights and Responsibilities Information about our Quality and Case Management programs Educational Materials that includes Guidebooks for ADHD, Depression, Bipolar Disorder, and Substance Abuse An Autism Resource Center for parents of a child with an autism spectrum disorder An Alcohol Resource Center to assist Members and families struggling with alcohol misuse or dependency Page 6

7 The Website also includes a Provider Search feature, allowing our Members to locate Providers by name, location, or specialization. A description of our Quality Improvement activities, results of Member Satisfaction Surveys, reports of access and appointment availability, and results and information about our Case Management Programs are reported in the Health Plan Member Section. These materials are also available in print upon request. Policies and Procedures Pursuant to the terms of the Provider/Facility Agreement, Providers and Facilities must comply with New Directions policies and this Manual. Certain policies may apply to only a designated line of business or type of benefit Plan or government sponsored health benefit program. You may find select policies and procedures at To obtain a written copy of New Directions policies and procedures, call us at Focus Areas Quality of Care and Member Safety Continuity and Coordination of Care and communication among Providers and primary care physicians (PCP) are important to promote effective and comprehensive care. HIPAA allows communication among health care providers without authorization. Clinical Peer Reviewers are available 24/7 to review and discuss clinical issues and concerns. You may contact a peer reviewer through the New Directions call center. It is not necessary for a claim to reach the formal denial or appeal process for such a dialogue to take place. Member Safety is monitored through various contact points between New Directions and Members. Providers will be contacted by New Directions when a safety concern, such as medication overdose or suicide attempt, is identified. This will allow the provider to coordinate appropriate care for the member, related to the concern. Medication Safety New Directions staff checks for medication discrepancies at critical points of transition and through ongoing case management. When members participate in our case management program, we fax a list of the medications reported by the Member or from facility discharge orders to their prescribing physicians. New Directions staff checks for medication discrepancies at critical points of transition and through ongoing case management. When a discrepancy is identified, a list of the medications reported by the Member or from facility discharge orders is faxed to the prescribing physicians. This enables the prescribing physician to review the medication list in order to identify and reconcile any discrepancies. Page 7

8 Medication Overdose Whenever possible, if a Member is hospitalized for a suicide attempt by overdosing with prescribed medications, New Directions Care Managers will notify the prescribing physician. This gives the physician greater knowledge of his/her patient s situation so a determination can be made whether a change in prescription is needed. Depression Severity Members with a Depression diagnosis or symptomology who are participating in New Directions Case Management program are screened routinely using the PHQ 9 screening tool. When a Member scores a 10 or above on the tool, we notify their Providers so treatment options or changes may be considered. Performance Measures collected by HEDIS (Health Care Effectiveness Data and Information Set) are tools used to gauge performance on important dimensions of care and service. The following measures, monitored by New Directions, involve Providers implementation of best practices in managing their patients behavioral health care. Antidepressant Medication Management Members, 18 years and older with a diagnosis of major depression and have been treated with antidepressant medication, are monitored for their continuation on the medication at 84 days (acute phase) and 180 days (continuation phase). Follow Up Care for Children Prescribed ADHD Medication Children, newly prescribed ADHD medication are monitored for completion of at least 3 follow up care visits within a 10 month period, one of which was within 30 days of when the first ADHD medication was dispensed and continuation on the medication prescribed. Follow Up after Hospitalization for Mental Illness Members, 6 years of age and older who were hospitalized for treatment of selected mental illness diagnoses, are monitored for completion of an outpatient visit, intensive outpatient encounter or partial hospitalization encounter within 7 days and 30 days of discharge. Diabetes Monitoring for People on Atypical Antipsychotics Members who were dispensed an antipsychotic medication are monitored for a diabetes screening test completed within the past 12 months. Page 8

9 Shared Information Geographical availability and access to appointments are measured at least annually, and the results shared with Providers. Member and Provider Satisfaction Surveys are conducted annually and the results shared with Providers. Preventive Health Programs are critical to Members. If you have Members you believe would benefit from these Programs, please contact us. Thorough treatment record documentation forms can be downloaded from our Website and may be customized to suit your specific needs. Website ( includes information such as Medical Necessity Criteria, Clinical Practice Guidelines, and New Directions Notice of Privacy Practices. Eligibility and benefit information is available online through WebPass. Information Changes To avoid a delay in reimbursement for submitted claims, you must notify New Directions 45 days prior to any change to your demographic or practice information, including: Primary practice location Billing address location Phone/Fax/ changes Name changes Social Security Number (SSN) or Tax Identification Number (TIN) National Provider Identifier (NPI) Practice panel status (open/closed) Provider status with group/facility Page 9

10 Provider/Facility Update Form Please note: This form must be accompanied by a W 9. Fields marked with an asterisk (*) are essential. *Name: Address: *Individual NPI: *Blue Number: *Organizational NPI: *Taxonomy Code: I am currently seeing members at the following location(s): *Street: *City/ST: Phone: Fax: *TIN: *Street: *City/ST: Phone: Fax: *TIN: *STE: *ZIP: *STE: *ZIP: The billing location(s) I currently utilize: *Street: *City/ST: Phone: Fax: *TIN: *Street: *City/ST: Phone: Fax: *TIN: *STE: *ZIP: *STE: *ZIP: Remove the following location(s) from my profile: *Street: *City/ST: Phone: Fax: *TIN: *Street: *City/ST: Phone: Fax: *TIN: *STE: *ZIP: *STE: *ZIP: Please return this form by fax ( ) or (providerrelationsteam@ndbh.com). Please note: This form must be accompanied by a W 9. Page 10

11 Privacy Policy and Privacy Practices Please refer to the Notice of Privacy Practices found at This notice explains how personal information and protected health information are collected, used and disclosed to third parties. New Directions has implemented security measures to prevent the unauthorized release or access to personal information. The confidentiality of any communication transmitted to or from New Directions via unsecured cannot be guaranteed. When a visitor performs a search on New Directions may record information identifying the visitor and/or linking the visitor to the search performed. New Directions may also record limited information for every search request and use that information only to solve technical problems with the service and to calculate overall usage statistics. Fraud and Abuse New Directions Policy New Directions is committed to preventing, identifying, investigating and reporting fraud and abuse. The Compliance Program provides education on what types of activities constitute fraud and abuse. New Directions regularly monitors and audits claims, and reports cases of fraud and/or abuse to the appropriate entity or governmental agency. New Directions expects its Providers and Facilities to comply with all applicable state and federal laws pertaining to fraud and abuse. Definitions Fraud means a deception or misrepresentation made by an entity or person that results in an unauthorized benefit or payment. Fraudulent insurance act means any oral or written statement submitted for payment, or other benefit pursuant to an insurance policy, when the person knows the statement contains materially false information or conceals a material fact. Abuse means practices that are inconsistent with sound fiscal, business, or health care practices and result in an unnecessary cost to a health care benefit program. Abuse may also mean reimbursement for services that are not medically necessary or that fail to meet professionally recognized standards for health care. Examples of fraud and abuse include: Billing for services or procedures that have not been provided Submitting false information about services performed Up coding services provided Making a false statement or misrepresenting a material fact in any application for any benefit or payment Page 11

12 Presenting a claim for services when the individual who furnished the service was not appropriately licensed Failing to return an overpayment within 60 days after the later of either the date on which the overpayment was identified or the date any corresponding cost report was due Providing or ordering medically unnecessary services or tests Excluded Persons Providers and Facilities who participate in Federal or State funded health care programs must determine whether their employees and contractors are excluded from participating in such programs. It is considered fraud for a Provider or Facility that has been excluded from a Federal or State funded program, to submit a claim for services. The Department of Health and Human Services (HHS), through the Office of Inspector General (OIG), maintains the List of Excluded Individuals/Entities (LEIE). This List may be accessed online at Providers and Facilities are required to search this website at least monthly. Compliance Program New Directions encourages Providers and Facilities to create a compliance program in order to proactively prevent the submission of incorrect claims and combat fraudulent conduct. Internal controls efficiently monitor adherence to applicable laws and Plan requirements. The OIG has developed compliance program guidance for individual and small group health care practices (Federal Register, Vol. 65, p , Oct. 5, Providers may also obtain guidance from other compliance programs on the OIG website at Reporting New Directions maintains a Compliance Reporting Line for anonymous reporting of suspected fraud or abuse. To report suspected fraud or abuse, please call An or letter can also be sent to compliance@ndbh.com or Ethics and Compliance, P.O. Box 6729, Leawood, KS, New Directions will not retaliate against any person who, in good faith, reports suspected fraud or abuse to New Directions, the federal or state governments, or any other regulatory agency. Audits New Directions performs random audits of Provider and Facility claims and medical records to identify fraudulent billing practices. Other entities also conduct audits. No specific intent to defraud is required to find that a violation of a law occurred. The OIG has developed A Roadmap for New Physicians: Avoiding Medicare and Medicaid Fraud and Abuse, which is an excellent resource on fraud and abuse ( education/index.asp). Page 12

13 New Directions expects its providers and facilities will fully cooperate and participate with all audit requests. This includes, but is not limited to, allowing New Directions access to member treatment records and progress notes, and permitting New Directions to conduct on site audits or reviews. Some of the most common fraud and abuse practices include: Claims for services not rendered Up coding services Excessive use of units Add on codes billed without primary CPT Diagnosis and/or procedure code not consistent with the member s age/gender Use of exclusion codes Misuse of Benefits Unbundling of codes Credentialing Criteria New Directions credentials and re credentials Providers and Facilities in compliance with NCQA accreditation standards and applicable state and federal laws. Decisions regarding credentialing and recredentialing are made by the New Directions Credentialing Committee. Minimum criteria for consideration as a Provider in the New Directions Network include: Be licensed for independent practice Practice a minimum of fifteen hours per week Maintain acceptable level of professional liability insurance (preferred coverage is $1,000,000 occurrence/$3,000,000 aggregate but may vary according to State law or Plan requirements) Have at least five years experience, post masters Have an address and access to the internet Have 24 hour coverage Site Visits As part of the credentialing or re credentialing process, New Directions may conduct a structured site visit of offices/locations. Site visits include an evaluation using the New Directions site visit standards and New Directions clinical recordkeeping standards. Any site visit will be arranged in advance. The New Directions site visit tool is available on our website ( under the Provider section. New Directions clinical recordkeeping standards are found in this manual and on our website. Page 13

14 Provider WebPass Provider WebPass WebPass is available for the convenience of Providers, Office Administrators and Facilities. You will find membership eligibility and Plan benefits at in the Provider WebPass section. If you do not have a user name and password to enter this area of the website, please complete the Access Request Form, which can be located in this Manual (page 15) or on You may also contact us by at providerrelationsteam@ndbh.com. Please remember that the Internet is not secure. Protected health information should not be communicated by . Getting Started with WebPass To access the New Directions WebPass system you will need to obtain an Identification number and password. Complete the Provider WebPass Access Request Form and Agreement on the following page and fax it to Let Us Know How the System Works If you experience problems with obtaining timely eligibility and benefits information, please contact us toll free at or by at providerrelationsteam@ndbh.com. Page 14

15 Provider WebPass Access Request Form and Agreement Page 15

16 HIPAA Information NOTICE OF PRIVACY PRACTICES Effective September 23, 2013 Updated September 2013 THIS NOTICE DESCRIBES HOW MEDICAL INFORMATION ABOUT YOU MAY BE DISCLOSED AND HOW YOU CAN GET ACCESS TO THIS INFORMATION. PLEASE REVIEW THIS INFORMATION CAREFULLY. New Directions Behavioral Health (New Directions) cares deeply about your privacy and strives to promote an environment that keeps your protected health information (PHI) as secure as possible. PHI is health and nonpublic personal financial information that can reasonably be used to identify you, and that we maintain in the normal course of administering member services and benefits. Some examples of PHI are: name, address, Social Security Number, information about medical procedures and diagnoses, and payments made for health care provided by you. New Directions is required by federal and state laws to maintain the privacy of your PHI. We are also required to provide you with this Notice which describes our privacy practices, our legal duties, and your rights concerning your PHI. New Directions is required to follow the privacy practices that are described in this Notice while it is in effect. We reserve the right to change our privacy practices and the terms of this Notice at any time, provided such changes are permitted by applicable law. We reserve the right to make any change in our privacy practices and the new terms of our Notice applicable to all medical information we maintain, including medical information we obtained prior to making the change. Should a significant change be made to our privacy practices, New Directions will change this Notice and alert members to the change. Uses and Disclosure of Your Protected Health Information (PHI) New Directions may disclose your PHI in connection with your treatment, the payment of your health care, and our health care operations. New directions will limit such disclosures, to the extent practicable, to the minimum amount of PHI necessary to accomplish the intended purpose of such use. New Directions may use or disclose your PHI: As Permitted by Law: We may use or disclose your PHI when permitted to do so by law. For Treatment: We may disclose your medical information and other PHI to a physician or other health care provider in the course of treatment. Page 16

17 For Payment: We may use and disclose PHI to manage your account or benefits, to determine your eligibility for benefits, to coordinate your benefits with payers, to determine the medical necessity of care delivered to you, to issue explanations of benefits to the subscriber of the health plan in which you participate, to obtain funds for services rendered, and other similar activities. We may disclose your PHI to other providers or other plans to obtain payments or to engage in other payment activities. For Health Care Operations: We may use and disclose PHI for our health care operations and to support business activities. For example, we may use or disclose your PHI to conduct quality assessment and improvement activities; to authorize Business Associates to perform tasks on behalf of New Directions; to conduct fraud and abuse investigations; renewal and replacement negotiation of health insurance coverage for procedures and conditions; in business planning, development, management, and general administration, including customer service and grievance resolution; in member data aggregation and research; and to obtain legal services and conduct internal audits. We may disclose PHI to another health plan or provider as long as that entity has or had a relationship with you and the PHI is for that entity s health care quality assessment and improvement activities, fraud and abuse detection and prevention, or competence and qualification evaluation and review. New Directions will not use your genetic information for underwriting purposes. To You: You may give New Directions written authorization to use your PHI or to disclose it to anyone for any purpose. You may at any time after such authorization revoke the authorization in writing. New Directions maintains psychotherapy notes. If we have psychotherapy notes about you, most disclosures of these notes require your authorization. Also, to the extent that we utilize or disclose your information for fundraising practices and activities, we will provide you with the ability to opt out of future fundraising communications. Most uses and disclosures of medical information for marketing purposes, and disclosures that constitute a sale of PHI, require your written authorization. Unless you provide written authorization we cannot use or disclose your PHI for any reason except those provided in this Notice. To Family, Friends, or Others Involved in Your Care: You may authorize New Directions to disclose your information to others. We may disclose your PHI to a family member, friend, or any other person you involve in your health care, only to the extent that the information is relevant to their involvement. We may use or disclose your name, location, and condition to notify, or to assist an appropriate public or private entity to locate and notify a person responsible for your care in the case of an emergency, a natural disaster, or other appropriate situation. You will be provided an opportunity to object to such disclosures, unless you are not present, incapacitated, or in a disaster relief situation. New Directions will exercise professional judgment to determine the appropriateness of such a disclosure. To Business Associates: New Directions contracts with 3rd party entities to conduct business functions for New Directions that we are either incapable of doing due to organizational constraints, or the contracted entity can conduct the business function more efficiently. These contracted entities are deemed Business Associates. New Directions may allow Business Associates to create, maintain, Page 17

18 receive, transmit, and re disclose to subcontractors your PHI. All of New Directions Business Associates are contractually obligated to protect the privacy and integrity of your PHI. For Public Safety: We may disclose your PHI for the betterment of public health. For example PHI may be disclosed: for the report of child and adult abuse, neglect, or domestic violence to appropriate authorities; to avert a serious imminent threat to health or safety of the public; to law enforcement officials with regard to crime victims, criminal activities, the apprehension of a dangerous individual, or regarding persons already in lawful custody; to the military, federal officials, counterintelligence and counter terrorism agents, in regard to domestic security activates; to coroners, medical examiners, funeral directors, and organ donation and procurement services; and in accordance with workers compensation laws and regulations. For Judicial, Administrative, and Regulatory Process: New Directions may disclose your PHI in response to a court or administrative order or decree, discovery request, subpoena, legislative mandate, or other similar official process. We may disclose PHI to a government agency authorized to oversee the health care system or government programs. Your Rights Access: You may request to review and/or receive a copy of your PHI over which New Directions has dominion. This includes: medical records (except for fitness of duty evaluations, FMLA reviews, second opinion evaluations, and raw test data); health information from third parties; billing records; enrollment, payment, claims adjudication, and appeal records; OPTAMUM and EAP Expert notes; and any other information used to make decisions about your health care. Amendment: You may request that New Directions change PHI about you that you believe is incomplete, inaccurate, or false. New Directions will determine if the request is valid, and if deemed invalid, you will be notified in writing of the reason for denial. You may be able to appeal a denial. Restriction: You may request in writing that New Directions restrict our use or disclosure of your PHI for treatment, payment, or health care operational purposes. We may agree to restrict the use of your PHI, but are not required to do so in all circumstances. Even when we agree to restrict use, New Directions may still disclose your PHI for public health and safety purposes, in the case of medical emergencies, and for other reasons as dictated by law. Alternative Means of Communication & Confidential Communication: If you desire to be contacted via a different method than what New Direction chooses, you have the ability to request in writing that we contact you via any medium, and to any location, that affords reasonable protection of your PHI and which is acceptable and practical for both you and New Directions. If you request in writing that we communicate to you in confidentiality, New Directions will attempt to accommodate the request to the extent that is reasonable and practicable. Page 18

19 Breach Notification: In the event of breach of your PHI, as required by law, New Directions will provide you with notification that your PHI has been accessed, used, acquired, or disclosed to an unauthorized person or entity, and that the breach compromises the confidentiality of your PHI. Privacy Notice & Paper Copy: You may request and receive a paper or electronic copy of this Notice at any time. This Notice is always accessible via the New Directions website at State Law: In some circumstances state law affords greater protection of your PHI than federal regulation, and also might require that New Directions take extra precaution with certain kinds of PHI. In such cases New Directions will abide by all state level legal requirements that are applicable. To exercise any of your rights, or to discuss them further, you may contact the New Directions Behavioral Health Privacy Officer at P.O. Box 6729, Leawood, KS , or via telephone at , or via at nvergara@ndbh.com. Complaints We take the protection of your PHI very seriously, and have a number of policies and procedures in place to ensure that your PHI remains secure. If you are concerned that we may have violated your privacy rights, or you disagree with a decision we made about your access to PHI, about amending your PHI, about restricting our use or disclosure of your PHI, or about how we communicate with you, you may issue a complaint to New Directions Behavioral Health Privacy Officer P.O. Box 6729, Leawood, KS , or via telephone at , or via at nvergara@ndbh.com. You may also submit a written complaint to the Office for Civil Rights of the United States Department of Health and Human Services, 200 Independence Avenue, Room 509F, Washington D.C You may access the HHS website at We support your right to protect the privacy of your PHI. New Directions will not penalize you or retaliate against you in any way if you choose to file a complaint with us or with the U.S. Department of Health and Human Services. Page 19

20 Provider Accessibility Overview New Directions is committed to assisting members obtain timely access to services with appropriate Network Providers. For routine referrals, Members may be given the names and contact information for 3 5 providers. For urgent or emergent appointments, New Directions obtains the appointment and links the Member with the Provider. Whenever possible, New Directions utilizes ReferralQuick, a proprietary scheduling system, to facilitate Member access to care. About ReferralQuick ReferralQuick is a proprietary, online scheduling system that allows New Directions to provide Members with real time assistance in scheduling appointments with Network providers. ReferralQuick is a voluntary and free service available to any Network provider who would like to offer appointments for scheduling. If you would like more information or to begin using the ReferralQuick system, please contact Network Operations at Availability Standards Emergent Care, Life Threatening In an emergency situation, the Member must be offered the opportunity to be seen in person immediately. Emergent Care, Non Life Threatening When there is a significant risk of serious life deterioration, the Member must be seen within six (6) hours of the request. Urgent In an urgent situation, a Member must be offered the opportunity to be seen within twenty four (24) hours of the request. Routine In a routine situation, a Member must be offered the opportunity to be seen within seven (7) days of a request. Page 20

21 Management of Benefits Behavioral health benefits are managed by New Directions to ensure that members have timely access to the most appropriate environment as medically necessary. We coordinate care among the member s primary care physician, psychiatrist, and behavioral health therapist. New Directions Utilization Management staff is available 24 hours a day, seven days a week, at to address questions about the UM process, send outbound communication regarding UM inquiries, connect Providers with Clinical Peers, or initiate reviews with external or independent review organizations. New Directions staff will identify themselves by name, title and organization when initiating or returning calls regarding UM issues. New Directions offers TDD/TYY and language assistance services for Members, Providers and Facilities to discuss UM issues. New Directions bases decisions about utilization of services only on eligibility, coverage and appropriateness of the care and service. There are no financial incentives for decisions that result in under utilization of services or care. New Directions does not reward, hire, promote or terminate individuals for issuing denials of coverage. Members may contact New Directions at the phone number on their insurance card for a referral to a Network Provider. New Directions will assist in identifying appropriate providers in the Member s area and may provide additional assistance with making a timely appointment with the appropriate Provider. Benefit information, eligibility, and any requirements for pre notification or authorization for coverage specific to the Plan are included on the Plan Fact Sheets in the Appendix. Outpatient Quality Review (previously called Outpatient Treatment Request) To request authorization for payment of outpatient treatment, please use the standard outpatient quality review form (OQR) accessible through WebPass. Not all Plans that New Directions manages will require authorization. Please visit WebPass to check the benefits and eligibility to see if and when authorization is required. The authorization/re authorization (reference number) number is only valid for the: 1. Member for whom services are authorized; 2. Provider authorized to see the Member; and 3. Family of codes that is authorized/pre certified. This unique authorization/reference number must be included on the CMS FORM (BOX 23) for claims processing. Any variance from the authorization procedure can result in a denial of that claim. Page 21

22 Availability of Clinical Peers Clinical Peers are available any time a Provider has a concern about access to services, an authorization for services, a utilization management decision, a level of care recommendation, or other matters relevant to Member care. It is not necessary for a claim to reach the formal denial or appeal process for such dialogue to take place. External and independent review organizations are also available. Page 22

23 Medical Necessity Criteria Medical necessity criteria can be located and downloaded at under the Provider link. A hard copy of the Medical Necessity Criteria can be requested by calling Network Operations toll free at Page 23

24 Quality Improvement, Utilization Management and Case Management Programs New Directions initiated the Quality Improvement Program in 1995 to evaluate and maintain the quality of services for Members and Clients. Goals are established, measured, and analyzed for our clinical and administrative services. Many of these goals are based on those established by national accrediting organizations and applicable laws. The Quality Improvement Program provides oversight for: Treatment services Quality, type and availability of Providers and Facilities Availability of appointments Continuity and coordination of care Case Management Services Complaints Appeals Confidentiality and privacy New Directions evaluates its Quality Improvement Program annually. Based on the results, a new Work Plan is created for the following year. Printed copies of the Quality Improvement Program Evaluation, Work Plan, and Description are available by calling toll free and asking for the Quality Management Department. Utilization Management Services The mission of the Utilization Management Program is to improve health through change and to provide support to individuals in need of behavioral health care. The Utilization Management Program (UM) promotes positive health outcomes by providing the structure and processes needed to provide UM services for all managed behavioral health (MBH) Members. The UM Program is a framework for making benefit determinations affecting the health care of members in a fair, impartial, and consistent manner. All UM services are provided either telephonically, secure fax or , mail, or through New Directions website ( The UM staff is available 24/7 to provide information about UM processes and to address requests for certification of care. Members have direct access to all behavioral health providers and can self refer to Providers for assessment. Members who contact New Directions for assistance to find a practitioner and obtain an appointment are asked a series of questions. These questions enable UM staff to determine the type of services needed, the acuity of the member s condition, and the appropriate time frame for the appointment. The acuity of the situation is evaluated and appropriate referrals are then provided. In urgent and emergent situations, the Member is assisted with access to services. The safety of the Member is the primary concern. The staff facilitates peer clinical reviews and appeals and coordinates services with other departments. Page 24

25 Case Management Services New Directions Case Management Program collaborates with providers and community health resources to assess, plan, facilitate services and advocate for Members. Such collaboration promotes optimal health outcomes. Our Program incorporates member education, improves physician awareness, minimizes fragmentation of care within the health care delivery system, and addresses the physical and behavioral health needs of the Member. By serving as a single point of contact, Care Managers use evidence based practices to engage Members and partner with Providers to assist with adherence to treatment and promote recovery. Case Management is a telephonic service with an emphasis on: Supporting Members efforts to take an active role in developing their health care Plans Using a Member centric holistic approach during transitions of levels of care Coordinating referrals to Providers, community resources and caregivers Improving Member resiliency, self management and self care Empowering Members to adhere to their treatment plan Assisting Members to achieve time limited, individualized, attainable goals Case Managers are licensed clinicians with expertise in care coordination who serve to empower members to understand and support access to high quality health care. As a New Directions Provider, you may request Case Management services for a Member. Please see health Plan or group specific contact information in the Appendix in the back of this Manual. Preventing Inpatient Readmissions: Care Transition Program Fifty percent of mental health admissions readmit within one year. Readmissions occur when members are: Unprepared for self management roles, Do not know their discharge plans, Cannot access providers when problems arise, Receive minimal input in the health plans, Suffer medication errors, and/or Do not have adequate follow up. New Directions Care Transition Program focuses on providing a better member experience, improving the health of populations, and reducing services costs. This results in avoided readmissions and improved quality of service to the Member. Page 25

26 Adequate care transition programming: Ensures that members and member support systems understand and are actively engaged in the member s individualized treatment plan, Coordinates care with member s out patient behavioral and medical providers, Addresses barriers to treatment adherence, Verifies that follow up care is timely and appropriate to the member s needs. New Directions Care Transitions Program Targets: Assist providers and member understand the importance of post hospitalization aftercare Increase the scheduling and attendance of post discharge follow up appointments within seven days Increase member understanding, participation, and adherence to their treatment plan Self Management and Prevention Education Programs Autism Spectrum Disorders Resource Center New Directions has developed two related support services: the ASD Resource Center and the Autism Resource Program. Core services include: Accurate and timely information on ASD available at Education on ASD for families with a member with an ASD Advocacy for individuals with ASD and their families Referral to appropriate services and resources Optimization of the available insurance benefit Effective coordination of care Service and outcome tracking Provider support For more information about this program, please contact the ASD Coaching Program at Alcohol Use Education, Support and Coaching Program The New Directions Alcohol Use Education, Support and Coaching Program is designed to provide alcohol use education, self help tools, resources and coaching directly to members. It also provides education on screening, brief intervention and treatment referral information and support to primary care and behavioral health providers. You can download the information from our website at in the Free Health Resources section. Page 26

27 Members to be targeted primarily are those age 10 and older who are: Curious about the level of their drinking Contemplating whether they have a problem and what they might do about it Preparing to address their drinking problem Heavy or abusive users who are not appropriate for a more formal treatment program Abusers or dependent, but unwilling to enter a formal treatment program Post treatment, but unwilling to engage in an active post treatment or relapse prevention program, and at risk of returning to problematic drinking Family members are a secondary audience. The Program: Emphasizes the individualized nature of behavior change Includes multiple evidence based approaches to alcohol use/abuse/dependence (e.g., educational, cognitive behavioral, motivational, twelve step) Presents the drinking continuum (e.g., moderate, heavy, binge, abuse, dependence), with corresponding interventions Has a strong self direction emphasis, with confidential consultation, coaching and referral as needed and accepted by the member Supplies education to primary care and other health providers to enhance the likelihood that they participate in screening and brief interventions with their patients, and know how to make a warm transfer to the Program or make a treatment referral Depression and AD/HD Preventive Health Programs New Directions has a series of educational materials that are mailed to Members recently diagnosed with AD/HD and depression. Since 2000, we have offered the materials free of charge. We also send them to any Member who requests them. You may also download the information from our website at in the Free Health Resources section. Bipolar Disorder Preventive Health Program Research indicates that three factors appear associated with improved outcomes for bipolar disorder: education, medication adherence, and social supports. Based on this data, New Directions developed an educational workbook designed to be used with or without a Bipolar Health Coach, which includes telephonic support and guidance from a licensed New Directions clinician. You may download the information from our website at in the Health Plan Member section. If you have a New Directions Member that you think might benefit from this program, please contact the Bipolar Disorder Program Coordinator toll free at Page 27

28 Request for Psychological/Neuropsychological Testing Some health Plans do not require authorization for psychological or neuropsychological testing. Please review the health Plan and group specific information in the Appendix at the back of this Manual. For health Plans that require authorization, please use the form found on The form is called Request for Psychological/Neuropsychological Testing. Complete all fields, including the date of request and testing start date. The total number of testing hours that you are planning should be filled in next to the appropriate CPT code(s) listed on the form. If you have requested multiple CPT codes, you may use the total number of units within these code groups. A Reference Number or Authorization of will be interchangeable with and A Reference Number or Authorization of will be interchangeable with 96118, 96119, and If you have any questions or want to check the status of your Request for Psychological Testing, please feel free to contact us. Contact information is found in the Appendix in the back of this Manual. Billing Assistance Billing and Missed Appointments New Directions does not authorize payment to Providers for missed appointments, nor may a Member be billed unless he or she has agreed, in writing, to pay out of pocket for any missed appointments at the start of treatment. Maximum Visits per Day Benefits will be authorized for only ONE professional unit per day unless a Plan specifies otherwise, except for the following: Outpatient psychotherapy or group therapy with a non psychiatrist Provider and medication management with a psychiatrist on the same day Outpatient psychotherapy or evaluation and psychological testing on the same day Providers should not bill concurrent services, including two or more direct services being delivered the same time to the same Member and delivering non group services to more than one Member at the same time. Only the provider rendering the face to face session with a member can bill for that service. Page 28

29 Common Billable CPT and Revenue Codes Service Code FREQUENTLY REQUESTED CODES Treatment Description Psychiatric diagnostic evaluation (no medical services) Psychiatric diagnostic evaluation (with medical services) Individual Psychotherapy, 30 minutes Individual Psychotherapy, 45 minutes Individual Psychotherapy, 60 minutes minute psychotherapy add on code (prescribers only) minute psychotherapy add on code (prescribers only) minute psychotherapy add on code (prescribers only) Family Session without Patient Present Family Psychotherapy Group Psychotherapy Psychotherapy for crisis, first 60 minutes Psychotherapy for crisis, each additional 30 minutes 96101, 96102, Psychological Testing CPT and REVENUE CODES IN NUMERICAL ORDER 124 Inpatient Day Mental Health 126 Inpatient Day Substance Abuse 129 Sub Acute/ Residential Rehabilitation 762 Observation Bed 900 Behavioral Health Treatment or Service (General Classification) 901 Electroconvulsive Therapy Facility Code 905 Intensive Outpatient (IOP) Psychiatric 906 Intensive Outpatient (IOP) Chemical Dependency 910 Community Behavioral Health Programs Day Tax 912 Partial Care (PHP) Less Intensive 913 Partial Care (PHP) Intensive 1001 Residential Care Psychiatric 1002 Residential Care Chemical Dependency Page 29

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