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ALAMEDA ALLIANCE FOR HEALTHSUMMARY OF KEY INFORMATION FOR PROVIDERSWelcome to the Alliance provider network! This document provides key information aboutAlliance programs and requirements. More information is available in your Alliance contract, theAlliance Provider Manual, and on our website www.alamedaalliance.org.The policies and procedures described herein are subject to change. For the most up -to-dateinformation, please refer to the Alliance Provider Manual available online . You can also call theAlliance Provider Services Department at 1.510.747.4510.ALLIANCE PROVIDER SERVICES DEPARTMENTSUMMARY OF KEY INFORMATION FOR PROVIDERSJUNE 2021Page 1 of 42
Table of ContentsTable of Contents . 2Welcome to the Alliance Provider Network!. 5Our Mission . 5Our Vision. 5Our Plans . 6Medi-Cal. 6Alliance Group Care . 6Our Provider Network and Medical Groups . 7Alliance Directly Contracted Providers . 7Children’s First Medical Group (CFMG) . 7Community Health Center Network (CHCN). 8Kaiser Permanente . 8Maintaining Your Alliance Contract . 8Demographic Changes . 8Credentialing and Recredentialing . 8Facility Site Review (FSR). 9Contract Terminations . 9Quality Improvement (QI) . 9Healthcare Effectiveness Data and Information Set (HEDIS ) . 9Potential Quality of Care and Service Issues (PQI) .10Member Eligibility .10Determining Eligibility and PCP/Medical Group Assignment .10Enrollment, Disenrollment, and PCP Changes .11Newborn Coverage .11Access .11Advice Nurse Line .11After-Hours Access to Care.12ALLIANCE PROVIDER SERVICES DEPARTMENTSUMMARY OF KEY INFORMATION FOR PROVIDERSJUNE 2021Page 2 of 42
Emergency Services .12Interpreter and Translation Services.12Telephonic Interpreter Services .13In-Person Interpreter Services .13Prior Authorization (PA) .14Authorization Process Overview .14Services that Require Prior Authorization (PA) from the Alliance .15Prior Authorization (PA) Exceptions .16Inpatient Admission Notification Process.16Contacts for Authorization .16Timeframes for Authorization Processing .17Retrospective/Post-Service Process.17Referrals .18Services that Require a PCP Referral .18Direct Access to OB/GYNs .18Sensitive Services .19Sterilization Services .19Abortion .19Minor Consent Services .19Benefits.20Medical Benefits .20Podiatry Services .20Pharmacy Benefit – Outpatient Pharmacy Services .20Behavioral Health Services .21Laboratory Services .21Dental Services .22Vision Benefits.23Chiropractic and Acupuncture Benefits.23Transplants.24Custodial Care .24ALLIANCE PROVIDER SERVICES DEPARTMENTSUMMARY OF KEY INFORMATION FOR PROVIDERSJUNE 2021Page 3 of 42
Health Education .24Transportation Benefit.24Case and Disease Management (CMDM) Program .25Health Assessments.25Initial Health Assessment (IHA) .25Staying Healthy Assessment (SHA) .26Child Health and Disability Program (CHDP) Reporting .26Coordination of Care .26California Children’s Services (CCS).26Regional Center of the East Bay (RCEB).27Early Start Program .27Women, Infants & Children Program (WIC).28Claims .28Claim Requirements.29Electronic Data Interchange (EDI) Services.29Where to Send Your Claims .30Timely Filing Timeframes .30General Claims Processing Guidelines.31Service-Specific Claims Processing Guidelines .34Complaints .36Provider Dispute Resolution (PDR) Process for Claim Disputes for Contracted Providers .36Appeals of Utilization Management Decisions .38Provider Discharge of Member Process .38Member Grievance Process.39Additional Options .40We Are Here to Help You .41Attachments.42ALLIANCE PROVIDER SERVICES DEPARTMENTSUMMARY OF KEY INFORMATION FOR PROVIDERSJUNE 2021Page 4 of 42
Welcome to the Alliance Provider Network!Thank you for being a part of the Alameda Alliance for Health (Alliance) provider network! TheAlliance contracts with individual practitioners, medical groups, hospitals, and other non-hospitalfacilities to provide high-quality health care and services to our members.The Alliance is a local, public, not-for-profit, managed care health plan committed to making highquality health care services accessible and affordable to Alameda County residents. For over 25years, the Alliance has worked to provide programs and services you can trust and count on. TheAlliance is honored to serve more than 280,000 children and adults throughout Alameda County.Our MissionWe strive to improve the quality of life of our members and people throughout our diversecommunity by collaborating with our provider partners in delivering high-quality, accessible, andaffordable health care services. As participants of the safety-net system, we recognize and seekto collaboratively address social determinants of health as we proudly serve Alameda County.Our VisionThe Alliance will be the most valued and respected managed care health plan in Alameda County.Our services are provided through two (2) lines of business:1. Alliance Group Care: An employer-sponsored group health plan for In-Home SupportiveServices (IHSS) workers.2. Medi-Cal: Affordable insurance for families, children, persons with disabilities, andseniors.If you have any questions about the Alliance, our practices, or our members, please call:Alliance Provider Services DepartmentMonday – Friday, 7:30 am – 5 pmPhone Number: 1.510.747.4510For more information about providers in our network, please view our online Alliance ProviderDirectory at E PROVIDER SERVICES DEPARTMENTSUMMARY OF KEY INFORMATION FOR PROVIDERSJUNE 2021Page 5 of 42
Our PlansWe are proud to offer two (2) comprehensive health plans for residents of Alameda County. Byenrolling in the Alliance for Medi-Cal or Group Care, beneficiaries enjoy a large network ofproviders, assistance with care coordination, interpreter services, and a health plan that is localand responds to the needs of the community.Medi-CalMedi-Cal is a state-sponsored health insurance program administered through the Alliance thatoffers comprehensive health care coverage at no monthly premium or copayment if incomerequirements are met. Some Medi-Cal beneficiaries are required by the State Medi-Cal programto be enrolled in a health plan and may be automatically enrolled in the Alliance. Medi-CalManaged Care through the Alliance includes coverage for medical, mild-to-moderate behavioralhealth, vision, and pharmacy services. Coverage for behavioral health/chemical dependency anddental services is provided by the State Medi-Cal fee-for-service (FFS) program. Eligibility forenrollment is determined by the State Medi-Cal program.To apply for enrollment in the Medi-Cal program with the Alliance, beneficiaries can contact:Health Care Options (HCO)Toll-Free: y can also enroll by completing the Medi-Cal Choice Form that is available for download .Alliance Group CareAlliance Group Care provides coverage to In-Home Supportive Services (IHSS) who work inAlameda County. This plan includes coverage for medical, behavioral health/chemicaldependency, and pharmacy services. Dental and vision coverage is provided to IHSS workers bythe Public Authority (PA). Eligibility for enrollment is determined by the PA.To apply for enrollment in the Alliance Group Care program, IHSS workers can contact:Public Authority for IHSS in Alameda CountyMain Phone Number: 1.510.577.3552Provider Health Benefits Phone Number: 1.510.577.3551www.ac-pa4ihss.orgALLIANCE PROVIDER SERVICES DEPARTMENTSUMMARY OF KEY INFORMATION FOR PROVIDERSJUNE 2021Page 6 of 42
Our Provider Network and Medical GroupsThe Alliance network includes over 7,000 directly contracted providers including primary careproviders (PCPs), specialists, and ancillary providers, including durable medical equipment providers,home health agencies, and physical/speech/occupational therapists. The Alliance is also contractedwith most of the hospitals within Alameda County and three (3) medical groups (Children’s FirstMedical Group (CFMG), Community Health Center Network (CHCN), and Kaiser Permanente). A listof the Alliance’s network providers and hospitals can be found on the Alliance website. Each of theAlliance’s three (3) medical groups also maintains a list of their providers on their websites.Each medical group manages the authorizations, referrals, and claims of any Alliance memberwho chooses a PCP who belongs to that group – except for durable medical equipment (DME)authorizations.PCP assignment determines the medical group to which an Alliance member is assigned. Themedical group is responsible for managing the care of their assigned members, includingutilization management and claims processing. Providers must follow the referral andauthorization guidelines of the member’s assigned medical group.For more information, please refer to the Referrals and Authorizations section.The Alliance supplies members with member ID cards that list their PCP/medical groupassignment. It is, however, imperative to verify member eligibility before providing care.Eligibility and PCP/medical group assignment can change from month to month.For more information, please refer to the Eligibility section.If you receive a referral for an Alliance member assigned to one (1) of the Alliance’s medicalgroups, please remember to:1. Contact the member’s assigned medical group before providing care to the member; or2. Refer the member back to their PCP for a referral to a provider within the medical group.Alliance Directly Contracted ProvidersThe Alliance is responsible for utilization management (authorizations) and claims processing formembers who choose PCPs within the Alliance’s direct network.Children’s First Medical Group (CFMG)Children’s First Medical Group (CFMG) is contracted with the Alliance to provide primary andspecialty care to children ages 0-20. The CFMG network is composed of over 120 primary careproviders and multiple ancillary and specialty care providers. CFMG is responsible for utilizationmanagement and claims processing for Alliance members who choose PCPs within the CFMGnetwork.ALLIANCE PROVIDER SERVICES DEPARTMENTJUNE 2021SUMMARY OF KEY INFORMATION FOR PROVIDERSPage 7 of 42
Community Health Center Network (CHCN)Community Health Center Network (CHCN) is contracted with the Alliance to provide primaryand specialty care to Alliance members of all ages. The CHCN network includes over 400 primaryproviders and multiple ancillary and specialty care providers. CHCN is responsible for utilizationmanagement and claims processing for Alliance members who choose PCPs within the CHCNnetwork.Kaiser PermanenteAlliance Medi-Cal members assigned to Kaiser receive their primary, specialty, hospital, vision,and pharmaceutical care from Kaiser Permanente.Maintaining Your Alliance ContractDemographic ChangesPlease inform us promptly about changes to your practice, such as new hours of operation, a newaddress or suite number, phone, fax, tax identification number (TIN), ownership or group namechange, provider additions or deletions, or any new practice limitations. A W-9 form is requiredfor any changes to a group name, new ownership, or TIN.Please notify us of the changes by completing the Provider Demographic Change Form. The formcan be found in the quarterly provider packets. Forms are also available for download on theAlliance website at www.alamedaalliance.org/providers/provider-forms. You can submit theform via fax, mail, or email.Please submit all changes to:Alameda Alliance for HealthATTN: Alliance Provider Services Department1240 South Loop RoadAlameda, CA 94502Fax: 1.877.747.4508Email: providerservices@alamedaalliance.orgCredentialing and RecredentialingTo participate in the Alliance provider network, PCPs, mid-level practitioners, and specialists arecredentialed by the Alliance at the onset of their contractual relationship and again once everythree (3) years. The Alliance Credentialing Department manages this process and notifiesproviders of the documents needed and the criteria that must be met. The Alliance’scredentialing criteria comply with all applicable federal and state regulatory requirements.ALLIANCE PROVIDER SERVICES DEPARTMENTSUMMARY OF KEY INFORMATION FOR PROVIDERSJUNE 2021Page 8 of 42
Facility Site Review (FSR)The Alliance is required by the California Department of Health Care Services (DHCS) to conductfacility site reviews (FSR).Site reviews are conducted for primary care providers (PCPs) and obstetric/gynecologicalproviders during the initial provider credentialing process. Additional PCP site reviews may beconducted every three (3) years as part of the ongoing recredentialing process. The reviewincludes a site review survey, a medical records review survey, and a physical accessibility reviewsurvey. The purpose of the review is to meet quality improvement standards and ensurecompliance with regulations.Contract TerminationsProviders must promptly notify the Alliance if they plan to terminate their relationship with theAlliance. It is especially important for a PCP to provide at least a 60-day notice of termination tothe Alliance. The Alliance is required by law to reassign patients to another PCP and to provide a30-day advance notification to members of this transition. Changes can be made in writing, andsent via fax, mail, or email.Please submit all changes to:Alameda Alliance for HealthATTN: Alliance Provider Services Department1240 South Loop RoadAlameda, CA 94502Fax: 1.877.747.4508Email: providerservices@alamedaalliance.orgQuality Improvement (QI)Healthcare Effectiveness Data and Information Set (HEDIS )HEDIS (Healthcare Effectiveness Data and Information Set) consists of performance measuresused by most health plans that compare how a plan performs in quality, access to care, andmember satisfaction. The California Department of Health Care Services (DHCS) and the Centersfor Medicare & Medicaid Services (CMS) require that the Alliance participate in the annualHEDIS process. HEDIS measures are developed by a national group of health care experts. Themeasures are issued annually and used as a standard across the country. We want to ensure thatwe are offering quality preventive care and services to our members. HEDIS allows us to monitorhow we are performing compared to other health plans and identify areas of opportunity forimprovement. The Alliance HEDIS study methodology and results are also validated and auditedby an external agency.ALLIANCE PROVIDER SERVICES DEPARTMENTSUMMARY OF KEY INFORMATION FOR PROVIDERSJUNE 2021Page 9 of 42
HEDIS studies use claims and encounter data submitted by Alliance providers and may besupplemented with data retrieved from providers’ medical records. The Alliance makes everyeffort to request records or schedule HEDIS data retrieval once each year.Potential Quality of Care and Service Issues (PQI)The Alliance maintains a mechanism to identify, analyze, and resolve potential quality issues(PQIs) to ensure that services provided to members meet established quality of care and servicestandards. The Alliance Quality Improvement (QI) Department reviews and resolves PQIs in atimely manner and may request information from Alliance providers to assist with the reviewprocess.PQIs can be identified in several ways, including:1. Encounter data, including medical and pharmacy claims2. Member or provider complaintsMember EligibilityDetermining Eligibility and PCP/Medical Group AssignmentAlthough Alliance members are issued identification (ID) cards, member eligibility and thebenefits currently available to members should always be verified prior to providing care.Eligibility and PCP/Medical Group assignment can change from month to month. A referral orauthorization does not guarantee that a member is eligible at the time of service.It is important to note the medical group (CFMG, CHCN, Kaiser) to which a member is assignedbecause providers must follow the referral and authorization guidelines of the member’sassigned medical group.If you receive a referral for an Alliance member assigned to one (1) of the Alliance’s medicalgroups, please remember to:1. Contact the member’s assigned medical group before providing care to the member; or2. Refer the member back to their PCP for a referral to a provider within the medical group.The Alliance provides three (3) easy ways to verify eligibility:1. Visit our website and log on to the secure provider portal at www.alamedaalliance.org.2. Call our Automated Eligibility Verification System at 1.510.747.4505.3. Call the Alliance Provider Services Department at 1.510.747.4510.ALLIANCE PROVIDER SERVICES DEPARTMENTSUMMARY OF KEY INFORMATION FOR PROVIDERSJUNE 2021Page 10 of 42
Enrollment, Disenrollment, and PCP ChangesAlliance members can ask to change PCPs at any time.Alliance members who wish to change their medical group and/or PCP or who wish to disenrollcompletely from the Alliance should be referred to:Alliance Member Services DepartmentMonday – Friday, 8 am – 5 pmPhone Number: 1.510.747.4567Toll-Free: 1.877.932.2738People with hearing and speaking impairments (CRS/TTY): 711/1.800.735.2929The PCP change effective date will be the first day of the following month. In some cases, amember may be added to a practice as long as the Alliance receives the assignment requestbefore the fifth of the month. If you have questions about a member’s eligibility or assignment,please contact the Alliance Provider Services Department.Newborn CoverageFor Alliance Medi-Cal members, the Alliance covers newborns during the month of birth and themonth following.For Alliance Group Care members, the Alliance covers newborns for 30 days following birth.AccessAdvice Nurse LineMembers can also contact the Advice Nurse Line any time, 24 hours a day, 7 days a week:Members can call:Medi-Cal Members: 1.888.433.1876Group Care Members: 1.855.383.7873Key features of the Advice Nurse Line: No cost for Alliance Members. Ready to help 24 hours a day, 7 days a week. Nurses provide advice on topics, such as:o Treatment of common health concernso Tips on leading a healthy lifestyleo Health screenings and shotsALLIANCE PROVIDER SERVICES DEPARTMENTSUMMARY OF KEY INFORMATION FOR PROVIDERSJUNE 2021Page 11 of 42
Nurses help you decide whether you require emergency or urgent care, or if you shouldschedule a doctor’s visit. Nurses speak English and Spanish and use interpreters for other languages.After-Hours Access to CareAll PCPs are required to have after-hours phone coverage 24 hours a day, 7 days a week. Afterhours access must include triage and screening (waiting time does not exceed 30 minutes) foremergency care and direction to call 911 for an emergency medical condition. A physician or midlevel provider must be available for contact after-hours, either in person or via telephone.Emergency ServicesAlliance members may seek care at any hospital emergency room (ER) within the United Statesfor an emergency medical condition without authorization. ER services also include an evaluationto determine if a psychiatric emergency exists.Any prudent layperson may determine if an ER visit is warranted. An emergency medicalcondition (including labor and delivery) is defined by Title 22, CCR, Section 51056, and Title 28,CCR, Section 1300.71.4.(b)(2) as one that is manifested by acute symptoms of sufficient severity(including severe pain) such that the absence of immediate medical attention could reasonablybe expected to result in any of the following: Death Placing the member’s health in serious jeopardy Serious dysfunction of any bodily organ or part Serious impairment to bodily functionInterpreter and Translation ServicesThe Alliance provides no-cost telephonic and in-person interpreter services, including AmericanSign Language (ASL) for all Alliance-covered services 24 hours a day, 7 days a week. Professionalinterpreter services for medical encounters must be offered to Alliance members with limitedEnglish proficiency.The Alliance provides interpreter services for appointments in non-hospital settings, as long asthe provider is contracted with the Alliance. Hospitals are required to provide interpreter servicesto patients accessing care at their facilities.In-person interpretation services can be arranged by contacting the Alliance at least five (5)business days in advance.ALLIANCE PROVIDER SERVICES DEPARTMENTSUMMARY OF KEY INFORMATION FOR PROVIDERSJUNE 2021Page 12 of 42
Telephonic Interpreter ServicesCommon uses for telephonic interpreter services: Routine office and clinic visits Pharmacy services Freestanding radiology, mammography, and lab services Allied health services such as physical, occupational, or respiratory therapy.To access telephonic interpreters:1. Please call 1.510.809.3986; available 24 hours a day and 7 days a week.2. Inform the operator you are an Alliance provider.3. Provide the operator with the member’s nine-digit Alliance ID number.4. For communication with deaf, hearing-impaired, or speech-impaired patients, please callthe California Relay Service (CRS) at 7-1-1.In-Person Interpreter ServicesMembers can receive in-person interpreter services for the following: Sign language for the deaf and hard of hearing. Complex courses of therapy or procedures, including life -threatening diagnosis(examples: cancer, chemotherapy, transplants, etc.) Sexual assault/abuse or other sensitive issues. End of life issues. Other conditions by exception. Please include your reason in the request.To request in-person interpreters:1. You must schedule in-person interpreter services at least five (5) business days inadvance. For ASL, five (5) days is recommended, but not required.Please complete the Interpreter Services Appointment Request Form and fax it to theAlliance at 1.855.891.7172.The form is available for download rces/language-access.2. The Alliance will notify providers by fax if for any reason we cannot schedule an in-personinterpreter.3. If needed, please cancel interpreter services at least 48
Alliance Provider Manual, and on our website www.alamedaalliance.org. The policies and procedures described herein are subject to change. For the most up-to-date information, please refer to the Alliance Provider Manual available online. You can also call the Alliance Provider Services Department at 1.510.747.4510.
