Hearing Aid Program Administrative Reference Manual

Transcription

1 Hearing Aid Program Administrative Reference Department WorkSafeBC Health Care Services Phone: or (Local 7787) Date 1

2 Table of Contents PROGRAM SERVICES... 4 CLAIM STATUS... 4 ENTITLEMENT... 4 CONTRACT REQUIREMENTS... 4 ORDERING AND FITTING HEARING AIDS... 5 AUTHORIZATION FOR HEARING AIDS... 5 REQUIRED AUTHORIZATION INFORMATION... 5 CRITERIA FOR REPLACEMENT... 5 LOST OR DAMAGED HEARING AID(S)... 6 REQUIRED DOCUMENTATION FOR HEARING AID FITTINGS... 6 ORDERING FROM MANUFACTURER... 7 FITTING SERVICES... 8 TRIAL PERIOD... 9 HEARING AID PROVIDER SERIAL NUMBER RECORD (69D9) FORM... 9 SUPPLIES AND BATTERIES... 9 BATTERIES... 9 ACCESSORIES SERVICE AND REPAIRS IN HOUSE SERVICE OUT OF OFFICE REPAIRS BILLING IMPRESSIONS AND EAR MOLDS RE-EVALUATION OF THE INJURED WORKER S HEARING OR HEARING AIDS TRANSFER TO ANOTHER CLINIC OUT OF CLINIC SERVICES COMMONLY USED FORMS AND HOW TO COMPLETE D110: COVER SHEET W6: HEARING AID REPLACEMENT INFORMATION FORM D9: HEARING AID PROVIDER SERIAL RECORD FORM D3: HEARING AID BATTERY INVOICE D12: HEARING AID PROVISION & SERVICES INVOICE FORM PERSONAL INFORMATION RELEASE CONSENT FORM EXTERNAL HEARING EVALUATION (83D73) EXTERNAL REAL EAR MEASURES (83D72) FEES AND BILLING RULES INVOICING CONTACTING THE WORKER FOR FOLLOW UP

3 COMMUNICATION CONTACT INFORMATION

4 This contains important information for those who provide Hearing Aid Services to Injured Workers. It is not intended to replace the Hearing Aid Service Provider Agreement, but rather to assist with the completion and submission of Hearing Aid Program forms, documentation and invoices to WorkSafeBC. PROGRAM SERVICES It is the provider s (your) responsibility to ensure that the Injured Worker has an accepted claim for Hearing Loss and is entitled to health care benefits, before providing any services. You are responsible to make clients aware of possible hearing loss claim eligibility. You should inform the potential WorkSafeBC Injured Worker that they may contact WorkSafeBC to discuss claim initiation and claim entitlement. You cannot make comments about claim entitlement, but may provide an application form and/or the Teleclaim number (1.888.WORKERS) to the potential Injured Worker te. Claim Status A Claim will have one of the following statuses: Accepted A decision has been made to accept the hearing loss as work related Pending A claim has been registered but a decision has NOT been made whether the hearing loss is work related. It can take up to a year for a decision to be made. Disallowed/Denied A decision has been made that the hearing loss is NOT work related and the claim not accepted. Workers are assigned a claim number upon claim registration. Having a claim number does not mean the claim has been accepted. The Worker must be informed that if they purchase a hearing aid while the claim is pending that they may not be reimbursed by WorkSafeBC for the cost of the hearing aid or any services provided. You must document the Workers understanding of this if they provide services while the claim is pending. You can determine if a claim has been accepted at the following link. You will need your payee number and the workers claim number and BC Personal Health Number. You can also get this information from the Inquiry Call Centre at or Entitlement If a claim for hearing loss has been accepted, the worker is entitled to hearing aids and related services. It is your responsibility to determine which services can be provided without prior authorization from the claim owner. You are also responsible for determining if the hearing aid that is in need of repair or replacement is the most current hearing aid provided. Contract Requirements You need to be aware of the following contract requirements: WorkSafeBC s Health Care Services department is to be notified of any changes to the Audiologists providing services. 4

5 WorkSafeBC s Purchasing department is to be notified of any change in legal ownership, clinic location or if the clinic is no longer meeting the contractual requirements for equipment, qualified staff or hours of service. ORDERING AND FITTING HEARING AIDS Authorization for Hearing Aids Before ordering a hearing aid you must determine if the Worker is entitled to a hearing aid. You must verify the worker s eligibility by verifying the following information: Required Authorization Information First time hearing aids Replacement of a Hearing Aid that is less than 5 years old Replacement of a Hearing Aid that is greater than 5 years old Lost Hearing Aids The Worker should present their decision letter stating that their claim is accepted and hearing aids authorized and confirmation from the call Inquiry center that the worker has not already been fit with hearing aids by a different provider. Confirmation from the call Inquiry center that the hearing aids that are to be replaced are the most recent aids provided by WorkSafeBC including confirmation of serial numbers AND the form 51B15 Authorization for Health Care Benefits from the Claim Owner. Confirmation from the call Inquiry Center that the hearing aids to be replaced are the most recent aids provided by WorkSafeBC including confirmation of serial numbers. It is the Injured Worker s responsibility to obtain written approval from WorkSafeBC s Hearing Loss Claims Department. The Injured Worker must write a letter to WorkSafeBC s Hearing Loss Claims. Department describing the circumstances surrounding the loss or damage. The provider should see a copy of the letter authorizing replacement of the hearing aid. Criteria for Replacement All hearing aids that are replaced regardless of age must meet the following criteria. Hearing aids are not replaced just because they are older than 5 years. The hearing aid is not functioning properly and the cost of repair is no longer considered cost effective; The hearing aid has inadequate gain to meet the worker s needs; The worker experiences excessive feedback that cannot be managed by adjustments to the hearing aid or fit; There have been significant changes in hearing. That is, audiometric test results show that the worker's hearing has changed by a minimum of 20 dbhl in three or more of the octave frequencies 500 Hz Hz, such that audibility has been affected. The initial hearing aid fitting should be able to accommodate any changes less than this. The hearing aid style has become inappropriate for the worker; 5

6 Hearing aid is not under manufacturer or repair warranty, unless authorized by WorkSafeBC Lost or Damaged Hearing Aid(s) The worker must apply to WorkSafeBC requesting replacement of a hearing aid(s) lost or damaged beyond normal wear and tear. The Worker must send a letter to their Claim owner explaining the circumstances surrounding the loss or damage of the hearing aid(s), which will be reviewed on a case by case basis and replacement might not be approved. Approval is still needed even if the hearing aid is over 5 years old. You may submit the worker s letter with the normal replacement information; however, you will be unable to provider verification measures on lost aids. The worker will be provided with a decision letter authorizing replacement. You should see this letter before ordering replacement hearing aids. Some manufacturers will cover the lost hearing aid under the warranty and may charge a deductible. You should determine if this is the case and not order the replacement hearing aid until the claim Owner has made a decision on the deductible amount. The Worker is still required to send a letter to the Claim Owner for payment of the deductible on a lost hearing aid. Billing Rules for Lost Hearing Aids If replacement of the lost hearing aid has been approved by WorkSafeBC, you can bill: Re-Fitting Fee for Lost Hearing Aid (19626) if the hearing aid is replaced prior to one year; Hearing Aid Fitting fee (19680) If the hearing aid is replaced after one year; and Deductible for Lost Hearing Aid (19627) if the manufacturer bills this to the provider. Required Documentation for Hearing Aid Fittings You must submit the following documentation prior to ordering any hearing aid replacements: Hearing Aid Replacement Information Form (51W6); with reason(s) why the aids should be replaced; indicating inappropriate function please indicate that the information pertains to the old aids; Current audiogram (83D73); and Clearly labelled Real Ear Measures (83D72) of hearing aids that are being replaced. You must submit the following documentation once the Worker has been fit with the hearing aid: Hearing Aid Provision and Services Invoice form (51D12); Current audiogram (83D73); if not previously submitted with replacement request; Clearly labelled Real Ear Measures (83D72) of new hearing aids; please indicate that this information pertains to the new hearing aid(s); A copy of the manufacturer's invoice for any hearing aids purchased under a Cost Share Agreement; and Updated Hearing Aid Provider Serial Record Form (69D9). Billing Rules for Fitting Services The following items are included in the fitting fee and cannot be billed with the fitting fee or for the first year following the fitting fee: Any hearing assessments required to select the most appropriate type of Hearing Aid; Hearing Aid selection and fitting; Verification measures; 6

7 Programming and fitting adjustment of hearing aid or mold; Instructions on the operation, care and maintenance of the hearing aid and counseling; One year of follow up service; and Any reprogramming or in clinic repairs for the first year of the hearing aid. For Workers who have never used hearing aids before the following can be billed: First time Fitting fee; and First Time Fitting 6-months and follow up fee if the worker is seen in person for follow up. The fitting should be billed upon the Worker receiving the hearing aid. Ordering From Manufacturer Ordering Standard Hearing Aids WorkSafeBC has an agreement with the following Hearing Aid Manufacturers. Hearing aids must be ordered from these manufacturers and the hearing aid cost will be billed directly to WorkSafeBC. WorkSafeBC will update Hearing Aid Provider clinics with any changes in the list of the participating manufacturers. Current manufacturers are: Audio Control Beltone Electronics Canada Bernafon GN Resound Oticon Canada Phonak Canada Siemens Hearing Instruments Sonic Innovations Canada Starkey Labs Canada Unitron Hearing Canada Widex Canada If you are considering ordering an aid form a different manufacturer than listed above, please confirm with WorkSafeBC before ordering the hearing aids. Each of the Contracted Manufacturers retains a list of hearing aids that they will provide to WorkSafeBC for the $ per hearing aid price cap. You should maintain an updated list from each Contracted Manufacturer of the hearing aids covered under the cap. The Hearing aid includes all features of the hearing aid, such as the telecoil, directional/dual microphones and CROS/BiCROS cords. The cost of the entire hearing aid, including the features noted above, must be under the Manufacturers Hearing Aid Maximum Price Cap. If a remote control is included within the price cap, it too is considered to be part of the hearing aid (s) (for repairs, etc.). Please indicate when ordering that you are a contracted provider with WorkSafeBC. 7

8 You must have the Worker sign the "Personal Information Release Consent Form" BEFORE their name and claim number is sent to hearing aid manufacturers when ordering or repairing hearing aid(s). This consent form is attached to the Your Hearing Aids, Your Hearing Aid Clinic and You pamphlet. Ordering Hearing Aids That Exceed The Maximum Price Limit Cost Share A Worker may choose a Hearing Aid (including Bone Anchored Hearing Aids (BAHAs)) that exceeds the maximum single unit manufacturer s price. This is considered a Cost Share Arrangement. It is WorkSafeBC s expectation that in the majority of situations the Provider will be able to find a satisfactory hearing aid without needing to go to a Cost Share Arrangement. The following conditions must be met: The Worker must have the opportunity to try hearing aids fully covered by WorkSafeBC; You must take all reasonable steps to ensure that the Injured Worker fully understands the contents of the Cost Share Arrangement and the responsibilities of the WCB, the Contractor and the Injured Worker; The Worker must sign indicating that they are aware of the above and this must be maintained in the worker file; The hearing aids are ordered directly from the manufacturer; and Send a copy of the manufacturer s invoice with fitting documentation (audiogram and real ear measures) noting copy not for processing and the reason for cost share. Special Consideration The Hearing Loss Claims Department may consider exceptional circumstances in which WorkSafeBC will cover the full cost of the hearing aids that exceed the Hearing Aid Cap. You must obtain pre authorization before ordering the hearing aids and they must inform the manufacturer of the costs that are above the Hearing Aid Cap and provide a copy of the authorization to the manufacturer. For consideration of exceptional circumstances you must provide the following: A statement of explanation outlining why such a device is required; A list of situations where the Injured Worker encounters difficulty with current Hearing Aids; Reasons why and how this instrument would better meet the Injured Worker s needs (for example the request for an autocoil must demonstrate why a regular telecoil is inappropriate to meet the Injured Worker s needs); and A current audiogram containing pure tone air and bone conduction thresholds, speech reception threshold, speech recognition scores in quiet and in noise, uncomfortable listening levels, and any relevant Hearing Aid evaluation measures showing to the satisfaction of the WorkSafeBC Hearing Loss Claims Department that the hearing loss cannot be reasonably addressed by alternative amplification. Billing Rules Cost Share You bill WorkSafeBC the fitting fee and the Hearing Aid Cap under a specific Cost Share Fee code The Worker pays the difference between the manufacturer s invoice cost to the clinic and the amount invoiced to WorkSafeBC (700 dollars per aid). The First Time Fitting Fee can also be billed, if applicable. All billing rules and required documentation for the fitting fee apply. Fitting Services 8

9 The fitting services must follow the clinical guideline as stated in the Reference Clinical. In addition you are expected to: Provide Instructions on care, maintenance and operation of the device; Appropriate follow up and servicing for 1 year; Give the worker the Your hearing aids, your hearing aid provider and you pamphlet; and Ensure the worker signs the release of information form on the Your hearing aids, your hearing aid provider and you pamphlet prior to ordering aids. Trial Period There is a 60-day trial period during which the hearing aid can be returned to the manufacturer if the worker is not satisfied with the aid. Within that trial period a new hearing aid can be ordered from the manufacturer. When the trial period is over the client must sign for their acceptance of the hearing aid(s). You will have to create your own form for thisto be retained in the worker s file. The wording must be as follows: I realize that I had up to sixty (60) days to assess my hearing aid(s). I now find that my hearing aid(s) are beneficial to me and have decided to keep them. I understand that my hearing aid(s) will be replaced only if necessary. If problems arise with my hearing aid(s) I will return to the Service Provider in a timely manner. Verbal acknowledgement of the acceptance of the hearing aid is acceptable when it is not practical for the Worker to attend the clinic in person for signature. Hearing Aid Provider Serial Number Record (69D9) Form The Hearing Aid Provider Serial Number Record provides WorkSafeBC with an easy method of determining the current hearing aid. You must submit this form when the Worker receives the hearing aid(s); then again when the Worker accepts the hearing aid(s) or returns the hearing aid(s). You must include for each hearing aid: the serial number, the date the hearing aid was received and the date the hearing aid was either accepted or the returned. You should maintain a copy of the form in your records so that you can update and resend the same form as updates occur. SUPPLIES AND BATTERIES Batteries You are expected to provide the Worker with enough batteries to last for a 6-12 month period. If the worker needs more batteries you should supply a reasonable amount. You must have the worker sign that they have received the batteries and maintain the document in their records. You are expected to contact WorkSafeBC if there is an abnormal use of batteries not supported by the type and use of the Workers hearing aid. You may choose to supply the Worker with a 60-day supply during the trial period. WorkSafeBC does not cover the cost of, or associated, with rechargeable batteries. WorkSafeBC does not cover batteries for remote control devices. Any associated postage for mailing batteries to the Workers can be billed under fee code The Worker must live more than 24 km (one way) from the clinic away in order to bill for postage. 9

10 Accessories You can supply the Worker with any of the following accessories without prior authorization. An accessory not on the list or any accessory greater than $100 requires Claim Owner approval. Accessories under $100 that DO NOT require approval include: Dry aid kits Wax guard kits Wax removal kits Hearing aid cleaning tools Earmold cleansing tablets Telephone ear pads CROS and BiCROS cords Oto-ferm, comply soft wraps, sanitation cleaner Superseals CFA tubes Ear mold blowers and items (e.g. tubes/domes) for open-fittings, Anti-itch cream eargene Safety loops Accessories that DO require approval: Global Dry and Store Kits Amplified telephones Remote controls Any accessory over $100 Provide a brief explanation of the accessory in the service details section of the invoice. SERVICE AND REPAIRS You are responsible for determining the reason why a hearing aid is not functioning, and then either deal with the situation in the clinic or send the hearing aid to the manufacturer for repair. You are expected to determine if it is more cost effect to service the hearing aid or to replace the hearing aid. You are responsible for verifying the aid being serviced is the current aid, most recently provided to the worker; and must request authorization from the Claim Owner to provide servicing for any other aid. In House Service You are expected to provide routine maintenance, adjustments and minor repairs for the life of the hearing aid. These services include but are not limited to: Parts; Fabrication and dispensing for minor in-house service; Adjustments; Reprogramming and/or repairs such as battery doors; Re-tubing earmolds; 10

11 Ear hooks; Soft coat; Removing wax; and Changing wax guards from the Hearing Aid You must indicate on the invoice what service has been provided. The In House service can be used for replacing receivers. Billing Rules for In-House Service: Limit of 4 per year per aid. Cannot be billed within one year of billing the fitting fee. Provide a brief explanation of the service provided in the service detail section of the invoice. The in-house service cannot be billed at the same time as the out-of-office repair unless the out-ofoffice is for repair of the BTE and the in-house repair is for replacing the ear mold. The in-house service fee can be billed for replacing the receiver of a receiver in that canal hearing aid. The cost of the receiver can be billed using the Manufacturers Repair Cost. Out of Office Repairs You can send hearing aids to the manufacturer for repair. Before doing so you should determine if the Manufacturer s 24 month warranty period is in effect. The warranty is in effect for the 24 month period after the Hearing Aid Manufacturer s invoice date. The Hearing Aid Manufacturer should not bill for any repairs within the 24 month warranty period. You should use your judgment as to whether it is more cost effect to repair or replace the hearing aid. If it is more cost effective to replace the hearing aid, the normal process for hearing aid replacement must be followed. If the Hearing Aid Manufacturer offers a choice of a 6 month or a 12 month warranty on repairs the provider should choose the 6 month option. Remote control devices can be repaired once the warranty period is over if the manufacturer included the remote device with the hearing aid under hearing aid price cap. Billing Rules Out-Of-Office Repair: You can invoice the following on the Hearing Aid and Provision Services Invoice: The handling of the repair using fee code Out of Office Remake or Repair. The cost that the manufacturer charges them for the repair and any shipping using fee code Manufacturers Repair Cost. You cannot invoice the following on the Hearing Aid and Provision Services Invoice: The cost of replacing the receiver of a receiver-in-the canal hearing aid using this fee code. The inhouse service is used in this situation. Billing Impressions and Ear Molds The manufacturer will invoice the provider for the cost of any ear molds. You can invoice the cost of the ear mold and any shipping charge to WorkSafeBC using fee code

12 Servicing or remakes for an ear mold containing a power receiver (RIC) is only billable as the manufacturer s repair cost, fee code You should not bill the ear mold fee code for this style of receiver (RIC). After the first year of a hearing aid, the impression fee cannot be billed more than once per year. You should provide replacement ear impression and/or earmolds as required to keep the Hearing Aid in good operational condition. Should this exceed the frequency limit as designated in the Fee Schedule, prior WorkSafeBC authorization is required. RE-EVALUATION OF THE INJURED WORKER S HEARING OR HEARING AIDS You should re-evaluate the Worker s hearing and/or the appropriateness of the aid if the Worker presents to the clinic stating that the aid is not functioning as well as it used to. Any audiograms done for the reevaluation must be submitted to WorkSafeBC on Form 83D73. Any Real Ear Measures done for the reevaluation must be submitted to WorkSafeBC on Form 83D72. TRANSFER TO ANOTHER CLINIC A Worker may choose to change service providers either due to a change in residence or other reasons. Once the Worker has indicated that they wish to change providers the new provider can request the clinic files from the previous clinic. The provider must obtain a release of information from the worker. Any audiograms or real ear measures performed by the new clinic must be sent to WorkSafeBC. If on the initial visit it is determined that a new hearing aid is required and appropriate authorization is obtained, the hearing aid fitting fee would be billed instead of the transfer fee. The transfer fee is intended to pay the provider for the cost of assessing a worker and or his hearing aid when you did not do the initial fitting. The following criteria must be met in order to bill the transfer fee: The worker must state that they will no longer seek service at the previous clinic; You must have obtained the files from the prior clinic; The two clinics must have different legal ownership; An evaluation of the Workers hearing and hearing aid were performed; Includes the cost of any audiograms or real ear measures; and Must be invoiced within 90 days from when the first billable service was provided by the new provider. If the assessment determines that a repair is required then the in or out of office repair fee can be billed in addition to the transfer fee. A clinic transfer should not be billed if the only service provided is to supply batteries, fix a door or other minor repairs that do not require a thorough evaluation of the hearing aid s function or worker s hearing. OUT OF CLINIC SERVICES 12

13 You may provide limited care and maintenance services out of clinic. The services may be provided only upon request of the Worker at the worker s place of residence, care facility or hospital. You are not to solicit the worker to initiate out of clinic services. Hearing tests and dispensing can only be conducted when the Worker has a medical limitation that prevents them from traveling to the clinic. Pre-authorization from the Claim Owner is required for payment of any expenses to cover travel costs to and from the Worker for the purpose of hearing testing or dispensing aids. COMMONLY USED FORMS AND HOW TO COMPLETE The Hearing Aid Program has different forms that are used for invoicing or reporting. Forms are periodically revised; therefore it is important that clinics ensure that they are using the current edition of a form. The most up to date forms can be accessed on the following link: It is necessary to keep copies of all forms in Workers files. Please note that forms are to be sent to the fax number (or address) on the top of each form. 83D110: Cover Sheet All Manufacturer s Invoices or any documentation without a form number must be sent with a Cover Sheet so that we can file the documents accurately. Please attach the appropriate document(s) to the cover sheet, and indicate what has been attached by ticking the appropriate box(es) on the cover sheet. If you have attached a manufacturer s invoice, please clearly write/stamp Copy only Not for payment on the top of the invoice. One cover sheet can be used for several documents. This form is not to be used with Hearing Aid Clinic Invoice or any other WorkSafeBC template form (for example, 83D72, 83D73, 69D9, 51W6, 51D3, and 51D12). 51W6: Hearing Aid Replacement Information Form This form must be completed anytime a worker s current hearing aid is replaced. The reason(s) why the Injured Worker's present hearing aid(s) is functionally inappropriate and require replacement must be noted. The Hearing Aid Replacement Information Form must be sent to WorkSafeBC prior to ordering the hearing aids. This form must be sent at the same time as the audiogram and real ear measurements (83D73 and 83D72). 69D9: Hearing Aid Provider Serial Record Form This form is completed whenever the worker receives, accepts or returns aids. You do not need to complete a new form each time you need to submit. You can update the previous form and resend. 51D3: Hearing Aid Battery Invoice This form is used to invoice for batteries for multiple workers. This is the only time that the provider can bill for more than one worker on a single invoice. The intent is to allow providers with high volumes to bill once a month for all the workers for whom they have supplied batteries. 13

14 You may choose to use the Hearing Aid Battery Invoice 51D3 when they are routinely supplying batteries to multiple workers. Alternately the provider can use the Hearing Aid Provision and Services Invoice form (51D12) to bill batteries for an individual worker. Batteries must be billed at the cost per each individual cell and not the package. 51D12: Hearing Aid Provision & Services Invoice Form This form is used for invoicing all services except for invoicing batteries for multiple workers. It is important that the invoice has all the necessary fields filled out and is completed accurately. Mandatory fields are marked with an asterisk on the invoice template (51D12). Invoices will be rejected or payment delayed if any field with an asterisk is not completed or contains inaccurate information. The number of units, cost per unit and line item total must be filled out accurately in order to have the correct payment. Most services will be one unit per ear. The unit for batteries one for each cell not one for each package. HST/GST/PST (where applicable) must be entered in the appropriate tax column of the invoice on the same line as the service or product that is being invoiced. Providers are responsible for determining what tax they are required to bill. Information on tax is on the Canada Revenue Agency web site at: Providers in provinces where PST is applicable should include this amount under the PST column on the invoice.. Please ensure that you bill the correct fee code, number of units, cost per unit and line item amount. Date of Service Type of Service Fee item code Service Details Ear(s) Numbe r of Units Cost per unit Line Item Amount PST HST/G ST Accessories Ear Gene NA Batteries R Fitting Fee R; Line Item Total Personal Information Release Consent Form This form is attached to the Your Hearing Aids, Your Hearing Aid Clinic and You pamphlet. Workers must sign the "Personal Information Release Consent Form" BEFORE their name and claim number is sent to hearing aid manufacturers when ordering or repairing hearing aid(s). The form can be printed from the website: t.asp. It can also be ordered from the WorkSafeBC store: External Hearing Evaluation (83D73) This form must be completed for any service requiring an Audiogram. The section for Tympanogram and Acoustic Reflexes is only required for Audiological Diagnostic Assessment, but it is preferred that they are completed for fitting services as well. External Real Ear Measures (83D72) 14

15 This form must be completed for any service requiring Real Ear Measures. The Real Ear Measures must be attached with the worker s claim number and name noted on each additional page. 15

16 FEES AND BILLING RULES Invoicing 1. You must bill in accordance with the WorkSafeBC contracted Fee Schedule. 2. All invoices must be submitted on either the Hearing Aid Provision and Services Invoice form (51D12) or Hearing Aid Battery Invoice (51D3). 3. You must submit invoices within ninety (90) days after services rendered or a hearing device issued. Late invoices may not be processed. 4. Completing the invoice accurately and completely will facilitate payment. 5. A separate invoice is required for each worker (unless using the Battery invoice). Contacting the Injured Worker for Follow-Up Appointments The protocol for follow-up appointments for routine clean and checks of hearing aids is as follows: Contacting the Injured Worker for follow-up appointments is at your professional discretion during the first year covered by the hearing aid fitting fee. Outside of the first year covered by the fitting fee, you may initiate contact with Injured Workers for routine cleaning and checks of their hearing aids every six months if required; however, the worker may choose to seek your services sooner at their own accord. These appointment reminders can be done in the same manner in which you follow-up with your private clients. Communication 1. Health Care Services regularly uses bulletins as a communication channel between WorkSafeBC and program providers, relaying information regarding: New forms, new invoices, Updated processes, Staffing changes, Updates on service matters, Payment issues / Billing FAQ s, Clinical reminders, Notice of upcoming contract expirations and other relevant information If you would like to be added to the Hearing Aid Provider bulletin list, or if you already receive this and would like to change the address or be removed from the list, please send an to hcsinqu@worksafebc.com requesting the change. There is no limit to the number of people within a provider organization who can receive the information bulletins. 2. The provider must advise WorkSafeBC s Purchasing department of any changes in their ability to provider hours of service, change in location or legal ownership. This information is used to provide Workers a list of approved clinics in their region. 3. You must notify Health Care Services (hcsinqu@worksafebc.com) when your clinic ability to provide services by a Registered Audiologist at your clinic changes. 16

17 Contact Information For information requests related to specific claims: Inquiry Call Centre: or Hearing Loss Claims Department PO Box 5350 Stn Terminal Vancouver BC V6B 5L5 To report changes to legal ownership, staff, hours or location: Corporate and Health Care Purchasing PO Box 5350 Stn Terminal Vancouver, BC V6B 5L5 Fax: To report changes in presence or absence of an Audiologist at the clinic (to perform Audiologist Diagnostic Assessments) Health Care Services Lower Mainland: Toll-free: Fax: For payment inquiries: Payment Services PO Box 4700 Stn Terminal Vancouver BC V6B 1J1 Lower Mainland: Toll-free: , ext 3085 Fax: For service delivery or other contract related Inquiries: Health Care Services Lower Mainland: Toll-free: Fax: Freedom of Information and Privacy Protection Inquiries: WorkSafeBC FIPP Office Toll-free: Lower Mainland: