Provider Manual. This manual is to help you learn more about The Ohio State University s medical plans, administered by OSU Health Plan Inc.

Transcription

1 2016 Provider Manual This manual is to help you learn more about The Ohio State University s medical plans, administered by OSU Health Plan Inc. We hope you find this information and the enclosed documents useful to your office operation and in serving your patients our members. OSU Health Plan Inc. Provider Relations Department 700 Ackerman Road, Suite 440 Columbus, OH (614) (800) Fax: (614)

2 OVERVIEW What is OSU Health Plan (OSUHP)? Administrator of the medical plans for faculty and staff of The Ohio State University and their dependents. OSUHP is self-funded through Ohio State and is not a health insurance corporation. OSUHP provides the network for approximately 62,000 members on health plans. Campuses in Columbus, Marion, Newark, Lima, Mansfield and Wooster OSUHP provides coverage for members in all 88 counties of Ohio. Main Office Location OSU Health Plan Inc. 700 Ackerman Road, Suite 440 Columbus, OH (614) (800) Fax: (614) (Provider Relations), Fax: (614) (Medical Management) Office hours: 7:30AM 5:00PM, Monday-Friday Website: Our website provides the online convenience of a provider directory for referral ease, educational links, a preferred drug list, and information on OSUHP programs. Provider Relations Department Overseer of provider network, contracting, credentialing, servicing, and educating providers. Contact our department in the following instances: If office has changes regarding Tax Identification Number, address, phone number, etc.; If additional providers join practice or if providers leave; Questions on fees, contracts, or credentialing; and Any other questions from staff or physicians. Provider Updates OSUHP requires all changes or updates to your practice to be put in writing at the time of the change. Please mail or fax updates to the above address, Attention: Provider Relations Tax Identification Numbers (TIN) If you have started a new practice or changed Tax Identification Numbers (TIN), OSUHP will need the update within 30 days of the change. In-network providers will need to reapply for participation with OSUHP if notification has not been received within 30 days of the change. (Applies to changing practices or TIN changes). 2

3 MEDICAL PLANS Ohio State Medical Plans Prime Care Advantage (PCA) No out--of-network benefits Largest medical plan for OSUHP; majority of members on PCA Care coordinated through PCP Members utilizing services in Franklin County will use the OSUHP network. Members utilizing services outside Franklin County will use the Ohio PPO Connect Network. PCP: No office co-payment; Majority of specialists: 80% of network fee schedule paid after deductible Chiropractic, Medical Massage Therapy, Acupuncture: $30 co-payment Occupational Therapy, Physical Therapy, and Speech Therapy: $30 co-payment Obstetrics & Gynecology: $30 co-payment Behavioral Health: 20% co-insurance Deductible of $300 individual/$900 family (co-pays are not subject to deductible) 20% co-insurance for most services that do not have a co-payment Prime Care Choice In- and out-of-network coverage Deductible of $800 individual $2,400 family (in-network) Co-insurance: plan pays 80% for most services (in-network) Prime Care Connect No out-of-network benefits Care coordinated through Primary Care Provider (PCP) Members utilizing services in Franklin County will use the OSUHP network Members utilizing services outside Franklin County will use the Ohio PPO Connect Network PCP & OB/GYN: No office co-payment; Majority of specialists: $10 co-payment Chiropractic, Medical Massage Therapy, Acupuncture: $10 co-payment Occupational Therapy, Physical Therapy, and Speech Therapy: $10 co-payment Behavioral Health: No office co-payment, Urgent Care: $10 Co-payment listed on Member ID Card Basic PPO Plan In- and out-of-network coverage Deductible of $1,200 individual/$3,600 per family (network) Co-insurance: plan pays 75% for most services (network) There is not a co-payment for convenient care for the majority of medical plans. There is a $35 co-payment for urgent care for a majority of the medical plans. 3

4 BILLING CoreSource is the Third-Party Administrator that processes and pays claims for all Ohio State medical plans. For questions on Explanation of Benefits (EOB), call CoreSource at (866) CoreSource accepts claims on a CMS 1500 claim form or electronically. If submitting electronically, call CoreSource. 12-month filing limit (from date of service) Bill with Tax Identification Number, no suffix CoreSource Claims/Eligibility: (866) Fax number: (586) Claims Mailing Address: CoreSource P.O. Box 2310 Mt. Clemens, MI If no resolution is provided by CoreSource, call OSUHP Provider Relations at (614) or (800) , or contact us at our Provider Relations Mail Box. Please send concerns or issues to: OSUHealthPlanPR@osumc.edu OSUHP still has responsibility for performing utilization management for all plans. Outside Franklin County Members who seek care from providers outside of Franklin County will use the Ohio PPO Connect Network. 4

5 AFFILIATE PLANS OSU Student Health Plan The plan administrator and third-party administrator is HealthSmart Benefit Solutions,Inc.underwritten by UnitedHealthCare Insurance Company. OSUHP provides the network for the Student Health Plan approximately 15,000 students but does not administer benefits or claims. To verify eligibility/benefits for Student Health Plan only, contact: HealthSmart Benefit Solutions, Inc at: Hospital pre-admission notification call UnitedHealthcare at Submit claims for Student Health insurance to: Electronic claims: EDI Payer ID Inside Franklin County - Send paper claims to: HealthSmart Benefit Solutions, Inc., 3320 West Market St, Ste 100, Fairlawn, OH Electronic claims: EDI Payer ID Outside Franklin County Send paper claims to Student Resources, P.O. Box , Dallas, TX Services Rendered Inside Franklin County Ohio State students who seek care from providers inside Franklin County will use the OSUHP network. Services Rendered Outside Franklin County Ohio State students who seek care from providers outside Franklin County will use the United HealthCare network or the OSUHP network. If services are not available through an in-network Ohio State provider, students will use the UnitedHealthCare Options PPO Network. 5

6 AFFILIATE PLANS (continued) Ohio PPO Connect Ohio PPO Connect is a provider-owned, Ohio-based network with a local and regional approach to health care delivery. It brings together the experience and expertise of the following networks to provide state wide coverage: HealthSpan Ohio Health Choice Quality Care Partners The OSU Health Plan Ohio PPO Connect covers over 100,000 lives with exceptional retention rates. Members whose employers have chosen this network will have the Ohio PPO Connect logo on their ID card. Benefits, eligibility, and claims will still flow in the same manner as dictated by each employer or plan sponsor. Contact an OSUHP provider relations representative at (614) if you have additional questions. The Ohio State University Health Plan Inc. is an affiliate corporation of The Ohio State University, 700 Ackerman Road, Suite 440, Columbus, OH or Community Mercy Health Partners, Catholic Health Partners, Mercy Health Southwest Ohio Employees and dependents of Community Mercy Health Partners, Catholic Health Partners, and MercyHealth Southwest Ohio have access to the OSUHP network in Franklin County. Claims/Eligibility, call CoreSource at (866) Submit claims for: Community Mercy Health Partners Catholic Health Partners Mercy Health Southwest Ohio To: CoreSource P.O. Box 2310 Mt. Clemens, MI

7 MEMBER ID CARDS Member is responsible for presenting ID card at time of visit. Member is responsible for co-payment at time of visit. ID card is not a guarantee of payment; providers must contact CoreSource for eligibility. Important information on ID card regarding coverage (see example of ID card). Sample Medical ID Cards Samples of the Ohio State University medical plan insurance: 7

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13 Sample Medical ID Cards Samples of the student health insurance cards: 13

14 Sample Medical ID Cards Samples of the Community Mercy Health Partners insurance cards: 14

15 Sample Medical ID Cards Samples of the Catholic Health Partners insurance cards: 15

16 Sample Medical ID Cards Samples of the Mercy Health Southwest Ohio insurance cards: 16

17 PROVIDERS Referrals Prime Care Advantage and Prime Care Connect members need to be referred to participating providers. (IN FRANKLIN COUNTY), the network hospitals are the OSU Wexner Medical Center, University Hospital East, James Cancer Hospital and Solove Research Institute, Richard M. Ross Heart Hospital, and Nationwide Children s Hospital. Please see for a listing of all participating hospitals. If Prime Care Advantage / Prime Care Connect members are referred to or self-refer to nonparticipating hospitals, there is no coverage. The only exception is emergency services. If service cannot be provided in-network, service must be prior authorized through Medical Case Management at OSUHP. Access Standards OSUHP has adopted access guidelines by specialty type. All participating Primary Care Physicians (PCP) and Specialists are expected to adhere to these access standards for appointment scheduling. New Patient Appointment PCP Specialist PCP Physical Examinations Routine Follow-Up Appointment PCP Specialist GYN Annual Visit Urgent Care Emergent Care Within 4 weeks Within 4 weeks Within 4 weeks Within 2-3 weeks Within 4 weeks Within 8-12 weeks Within 24 hours immediately Provider Credentialing To comply with the guidelines established by the National Committee for Quality Assurance (NCQA), providers must be fully credentialed before our members can see them. We ask that providers who are in the credentialing process refrain from seeing OSUHP members until they are notified of their effective date for OSUHP network participation. Be assured that once we have received all appropriate documentation from the applicant, the credentialing process is typically completed in 45 days or less. OSUHP does not make credentialing decisions based on an applicant s race, ethnic/national identity, gender, age or sexual orientation, or on type of procedure or patient (i.e., Medicaid) in which the practitioner specializes. 17

18 PROVIDER CLAIMS APPEALS PROCESS A participating provider may submit an appeal to the Third Party Administrator for reconsideration of a claim denial for covered services. This appeal may be submitted on behalf of an OSUHP member (member signature not required), or the member may submit the appeal. A written letter of appeal, along with supporting documentation, should be sent to CoreSource, Attn: Appeals Department, P.O. Box 2310, Mt. Clemens, MI Appeals that are submitted to CoreSource must be received within 180 days** of the provider receiving the Explanation of Benefits (EOB). Appeals will either be reviewed by CoreSource or sent to OSUHP for review as claims fiduciary, depending on the nature of the appeal. Review of the appeal will be completed by CoreSource or OSUHP within a reasonable period of time, but not later than 30 days after receipt of the request for review. If reviewed by CoreSource and the denial is overturned, the claim will be reprocessed. If the denial is upheld, a letter will be sent to the provider, and if applicable to the member, upholding the initial denial. The letter will also state that the provider/member can appeal directly to OSUHP for further consideration. A written request for review must be received within 60 days following the receipt of notice of the Third Party Administrator s decision. If the provider appeals to OSUHP, it will be reviewed by the Medical Director. If the previous denial is overturned, the provider will be notified of the decision in writing within a reasonable period of time, but not later than 30 days after receipt of the request for review. If the Medical Director upholds the denial, the provider/member may submit an appeal to the Benefits Appeals Committee (BAC) at OSUHP. This level of appeal requires the member s signature. The provider should receive a decision 30 days after receipt of the submitted information. If the Benefits Appeals Committee upholds the denial, the provider may submit an appeal to the Ohio Department of Insurance. For additional information regarding the appeal process, please refer to the SPD at **Appeals time frame is 180 days. 18

19 MEDICAL GUIDELINES SERVICES REQUIRING MEDICAL NECESSITY REVIEW AND/OR PRIOR AUTHORIZATION Medical Necessity: To be medically necessary, covered services must: Be rendered in connection with an injury or sickness; Be consistent with the diagnosis and treatment of your condition; Be in accordance with the standards of good medical practice; Not be for your convenience or your physician's convenience and Not be considered experimental or investigative; Prior Authorization: Notification requesting coverage is required before receipt of certain designated services, elective admission to a hospital or facility, or specific medications prescribed for certain uses. Participating facilities need to notify the Medical Management Department at OSU Health Plan within 48 hours of an urgent/emergent admission. Providers need to provide clinical documentation to OSU Health Plan at least five business days prior to a specified outpatient or elective inpatient procedure. Failure to obtain prior authorization for these designated services can result in penalty or denial of benefits.¹ Please refer to the Specific Plan Details Document found at for specific benefit information and plan limitations. Utilization Review is required for all inpatient admissions. Providers must contact OSU Health Plan Medical Management department prior to services being provided at (614) or (800) , within 48 hours for urgent/emergent and 5 business days prior to elective admissions 2. Clinical documentation can be faxed to and should include all the following information: Procedure requested Diagnosis Physician and Facility Date of Service Medical record documentation to support medical necessity (such as patient history, progress notes, conservative treatment(s) failed, etc.) Claims submitted with unlisted procedure and unlisted medication codes will require documentation to identify what procedure/medication is being billed and require medical necessity review. Please note that this list is not all-inclusive. We receive requests for coverage for new technologies, equipment, supplies, tests and procedures daily. All facility based behavioral health services: Inpatient Outpatient includes partial hospitalization and intensive outpatient treatment Substance Abuse treatment All inpatient Admissions include: Elective admissions 2 Extended care facilities Hospice care Medical Rehabilitation Surgical Urgent/emergent admissions 19

20 SERVICES REQUIRING MEDICAL NECESSITY REVIEW AND/OR PRIOR AUTHORIZATION (cont.) Outpatient Services/procedures/treatment which require medical necessity review FIVE (5) business days prior to receipt of treatment include but are not limited to:** Abdominoplasty/panniculectomy Abortion Autologous Chondrocyte Implantation Back Pain Invasive Procedures Blepharoplasty/ptosis repair Bone Growth Stimulators Breast reconstruction/repair 2 Breast reduction surgery Chemical peels/dermabrasion Coronary CT Durable Medical Equipment over $2,000 Frenectomy Genetic testing Gynecomastia Surgery Hernia Repair Home health care/services Hospice services Infertility treatment Medical Supplies over $2,000 Orthognathic surgery Orthotics over $2,000 Outpatient radiology: MRIs, CTs, PETs Procedures for Obstructive Sleep Apnea (e.g., UPPP) Prolotherapy Prosthetics over $2,000 Rhinoplasty Skin phototherapy/laser procedures Temporary Codes Unlisted Codes Varicose Vein procedures Weight loss surgery/procedures Weight management programs Wound Vac **This list is not all inclusive. All experimental and investigational services and cosmetic services are specifically excluded under the OSU Medical Plans. Medications The following medications require medical necessity authorization for coverage under the MEDICAL benefit. Botulinum Toxins Hemophilia outpatient medications/infusions Remicade / Orencia / Actemra / Entyvio 20

21 SERVICES REQUIRING MEDICAL NECESSITY REVIEW AND/OR PRIOR AUTHORIZATION (cont.) ¹ Prior authorization (see osuhealthplan.com/providers, Prior Authorization) of certain designated services is required to determine medical necessity. If prior authorization, where indicated, is not obtained from OSU Health Plan, claims for these services may be denied or a penalty applied consisting of 20% of the fee, up to $1,000 per admission of service. Prior authorization penalties do not apply toward the annual deductible or annual out-of-pocket limit. 2 Scheduled C-sections and certain breast reconstruction procedures do not require clinical documentation prior to admission. C-sections will require clinical information if the stay exceeds 4 days. Breast reconstruction procedures will require clinical information prior to admission unless billed with ICD-10 C C50.929, C79.81, D D05.92, Z85.3, Z80.3, and/or Z Z

22 OUTPATIENT OBSERVATION SERVICES POLICY- effective 1/1/16 Description Observation care is a well-defined set of specific, clinically appropriate services, which include ongoing short term treatment, assessment, and reassessment before a decision can be made regarding whether patients will require further treatment as hospital inpatients or if they are able to be discharged from the hospital. Observation services are commonly ordered for patients who present to the emergency department and who then require a significant period of treatment or monitoring in order to make a decision concerning their admission or discharge. Observation services are covered only when provided by the order of a physician or another individual authorized by State licensure law and hospital staff bylaws to admit patients to the hospital or to order outpatient tests. Hospitals may bill for patients who are directly referred to the hospital for outpatient observation services. A direct referral occurs when a physician in the community refers a patient to the hospital for outpatient observation, bypassing the clinic or emergency department (ED) visit. Effective for services furnished on or after January 1, 2003, hospitals may bill for patients directly referred for observation services. Coverage When a physician orders that a patient receive observation care, the patient s status is that of an outpatient. The purpose of observation is to determine the need for further treatment or for inpatient admission. Thus, a patient receiving observation services may improve and be released, or be admitted as an inpatient. All hospital observation services, regardless of the duration of the observation care, that are medically reasonable and necessary are covered by OSU Health Plan. In most circumstances, observation services are supportive and ancillary to the other separately payable services provided to a patient. Criteria Outpatient observation services are covered for up to 48 hours and may include: a) Use of a bed within a hospital for the purpose of observing the member s condition b) Periodic monitoring by the hospital s staff to evaluate an outpatient s condition and/or determine the need for a possible admission to the hospital as an inpatient Outpatient observation services should not be used for routine diagnostic services and outpatient surgery/procedures. If the physician or healthcare professional is uncertain if an inpatient admission is appropriate, then the physician or healthcare professional should consider admitting the patient for observation. For coverage to be appropriate for an inpatient admission, the patient must demonstrate signs and/or symptoms severe enough to warrant the need for medical care and must receive services of such intensity that they can be furnished safely and effectively only on an inpatient basis. In the majority of cases, the decision whether to discharge a patient from the hospital following resolution of the reason for the observation care or to admit the patient as an inpatient can be made in less than 48 hours, usually in less than 24 hours. In only rare and exceptional cases do reasonable and necessary outpatient observation services span more than 48 hours. Any case exceeding 48 hours of observation care will require medical director review. (Refer to UMPP Medical Director Review Process) 22

23 OUTPATIENT OBSERVATION SERVICES POLICY - effective 1/1/16 (cont.) Limitations The following outpatient observation services are not covered as the services are not medically reasonable or necessary: a) Services that are not reasonable and necessary for the diagnosis or treatment of the member. b) Outpatient observation services that are provided only for the convenience of the member or his/her family or physician. (e.g., following an uncomplicated treatment or a procedure, physician busy when patient is physically ready for discharge, patient awaiting placement in a long term care facility). c) Services that are covered under a medically appropriate inpatient admission, or services that are part of another service, such as postoperative monitoring during a standard recovery period, (e.g., 4-6 hours), which should be billed as recovery room services. Similarly, in the case of patients who undergo diagnostic testing in a hospital outpatient department, routine preparation services furnished prior to the testing and recovery afterwards are included in the payment for those diagnostic services. Observation should not be billed concurrently with therapeutic services such as chemotherapy. d) Standing orders for observation following outpatient surgery. References Medicare Benefit Manual (Pub ) Chapter Outpatient Observation Services available at (Accessed November 13, 2015) 23

24 QUALITY IMPROVEMENT To ensure that all service complaints are monitored and addressed in a timely manner, all member and provider complaints will be forwarded to the Quality Improvement (QI) Director for research and review. Complaints may involve internal service issues or service by an OSUHP third-party administrator (TPA). All complaints should be in writing on a Member Concern Record, which can found on our website or through Customer Service and will be handled by the Quality Improvement Department. Service complaints received from a member will have a thirty (30) day turnaround time frame from receipt. Service complaints will be acknowledged in five (5) business days of receipt. 24

25 PHARMACY SERVICES Express Scripts, Inc. (ESI) is the Pharmacy Benefit Manager (PBM) for the Ohio State medical plans. The Ohio State University Express Scripts, Inc. Contact List Member Help - ESI Home Delivery Opt Out Provider Help - ESI Accredo OR (provide members this number) (provider general line, also includes prior authorization) (direct for prior authorization only) Phone: Must wait for prompt and then choose New Patient Option 1 Existing Patient Option 2 Provider Help Option 3 Please see link below for the 2016 Express Scripts National Preferred Formulary for The Ohio State University 25

26 THE OHIO STATE UNIVERSITY TRANSITIONAL WORK PROGRAM The Ohio State University Office of Human Resources, Benefits-Integrated Disability has a Transitional Work Program to allow employees who have an occupational or non-occupational injury/illness with temporary physical and/or psychological restrictions to continue to work throughout their recovery as they rehabilitate to their full capacity. As a provider, you may be contacted by Ohio State about this program on behalf of your patient. The Transitional Work Policy benefits your patient/ohio State employee in several ways including: 1. Earning full pay and benefits; 2. Keeping fit and healthy, both physically and mentally; and 3. Providing exposure to different job tasks supporting professional development. For questions regarding this program, contact: Dave Magee, Director of Integrated Absence Management and Vocational Services, or Cortney Silva, Team Lead for Transitional Work at (614)

27 Your Plan for Health (YP4H) is The Ohio State University s approach to fostering a culture of well-being and optimal performance. YP4H provides programs and resources to empower benefits-eligible faculty, staff, or family members to pursue a life of health and wellness. The focus of the initiative is to help members reach the healthiest state possible by offering programs and incentives for identifying and acting on health conditions, promoting smart, cost-efficient choices based on individual needs, and taking control of health-care spending. The cornerstone of this initiative is the Personalized Health and Well-Being Assessment (PHA), a questionnaire that, coupled with a biometric health screening numbers, establishes a health baseline and sets a direction for employees to pursue health, wellness, and disease management. Additional services include educational programming, health fairs, flu vaccinations, personal health coaching, and care coordination. Annual Biometric Health Screenings Complimentary on-campus screenings are provided by registered nurses on site at The Ohio State University. Members may also obtain their values from the PCP. Measurements include blood pressure, A1C, body mass index, HDL and total cholesterol. The member will receive a copy of their values and are counseled on ways to improve their numbers via nutrition and physical activity and stress management. Members are encouraged to share this information with their PCP and are connected to various services available to them at Ohio State, such as health coaching and fitness center discounts. Personal Health and Well-Being Assessment Members complete an assessment to help identify personalized health and wellness goals based on the information they submit. Team and individual challenges are available to help members track their progress toward those goals and have fun while doing it from weight loss to increased daily water consumption. Mobile device integration are also available to track healthy behaviors on the go even easier! Members will be able to connect apps like FitBit Tracker or Swimsense to their YP4H account to track challenges and incentives through their smartphone or tablet. Educational Programming Each month, a variety of educational programs are offered to members. A wide range of topics are presented within the areas of weight management, stress management, physical activity, nutrition, and related areas. Presenters offer valuable health and wellness information via webinars and face-to-face classes. Members can access this information via the osuhealthplan.com website, where they also have access to the archived webinars. Rally for Wellness Health Fair There are many health fairs available to Ohio State employees throughout the year. The largest fair is the annual Rally for Wellness Health Fair. Every year about 70 exhibitors attend the Fair to provide participants the opportunity to connect with many Ohio State and local community wellness resources available to them. Participants can also take advantage of several other services, including: biometric health screenings, chair massages, and cooking and exercise demos. 27

28 Flu Immunizations The OSU Wexner Medical Center provides non-discretionary flu vaccinations to their employees. The OSUHP offers flu vaccinations at no cost at various sites throughout campus. Members on the OSUHP can also receive their flu vaccination at no cost from an in-network pharmacy. 10-Minute Chair Massage Therapy Several Massage Therapists are contracted to provide chair massages to employees on both the main and regional campuses. Chair massages are designed to relieve stress, tension, and alleviate neck and shoulder pain, as well as bring a focus of health and well-being to the work day. Personal Health Coaching Services OSUHP offers Personal Health Coaching for Ohio State benefits eligible faculty, staff, and their adult dependents as a complimentary service for Your Plan for Health. This confidential and voluntary service is designed to assist members in achieving personal wellness. With the support of a Personal Health Coach, members can work on their personal health and wellness goals such as weight management, nutrition, physical activity, tobacco cessation, and stress management. We have coaches with a range of clinical and behavioral backgrounds, including exercise physiologists, social workers, health educators, tobacco cessation specialists, and dietitians. Each coach is trained in all areas to promote a holistic approach to meeting personalized health needs. Program participants appreciate the support, awareness, and accountability with their personal health coach that helps keep them on track for reaching their optimal health. OSUHP health coaches also link members to resources on campus and in the local community for added support. 24/7 Nurse Line All benefit-eligible faculty, staff, and dependents can call anytime to speak with a nurse for helpful medical information. Call (800) and press option 1 for 24/7 nurse line. Disease Management/Care Coordination Those who live with asthma, diabetes, heart disease, and chronic obstructive pulmonary disease can gain support from a team of health professionals (including pharmacists, nurses, health coaches and behavioral health professionals) to help with management of their condition and lifestyle changes. Care Coordinators provide education, guidance, and resources available to support personal health and wellness goals. Care Coordination is available to faculty and staff and their dependents that are enrolled in an eligible Ohio State medical plan and are identified for one of these programs based on an analysis of medical and prescription drug claims. 28

29 OHIO STATE EMPLOYEE ASSISTANCE PROGRAM (OSU EAP) OSU EAP The OSU EAP is designed to provide rapid access to a variety of support and information regarding stressful life situations for employees and their dependents/family. In addition to rapid access to face-toface counseling, the OSU EAP also can help with a variety of other issues that affect everyone daily. All services are provided without cost in a confidential environment. Counselors are available in almost all Ohio Counties. 24-hour EAP Phone Line All benefit-eligible faculty, staff, and their dependents and family members can call anytime and speak with a licensed mental health counselor for quick assistance with personal or work/life related problems. Eligible dependents include parents, parents-in-law, and anyone living within the faculty or staff member s household. Call (800) for help. Robust Web Based Information, Self-Assessment and Resources The OSU EAP webpage (www,osuhealthplan.com/ohiostateeap) contains a large selection of informative articles, resource lists or search assistance for services and a variety of tools to do self-assessments. This can be accessed in total confidentiality. Employees and their families can use the EAP for help with: Childcare and Eldercare Resources Depression Family Conflict Financial Consultation Grief and Loss Identify Theft Support Legal Consultation Stress and Anxiety Substance Abuse Work Challenges Managerial Support 29