ࡱ>  @ ?`bjbj)) ^KzKzX   4T\+\+\+h+,TwX-v----678D`8$uuuuuuu$|R~u @z67"@@u--uDDD@-8-uD@uDDCpXt-L- u\+@q(u~v|wqDAPtTT t8.:0D^;R<888uuTT$8+$CvTT8+Steps to Appeal  The appeals process is the way that health plans review medical necessity denials. It can be time consuming to appeal, but do not give up or the denial stands. There is always a chance the denial might be overturned.  The only thing that you have to do to appeal is to write a sentence that tells your health plan that you want to appeal, but this is often not enough information to win. To present an effective appeal, remember these four basic steps: Read and understand your health plans denial letter. Write a letter that addresses the points raised by the health plans denial letter. Include any attachments that support the points raised in your appeal. Your health plan must receive your appeal letter before the filing deadline. Send your appeal letter by certified mail, return receipt requested in order to receive proof of a timely delivery. Step One  Find the information you need in the denial letter. Most denial letters follow a similar pattern. They are filled with language that is legally required to appear in them. To help you cut through the red tape, here is a description of language you might see in your appeal letter. Claim Information: This typically includes the patient's name, the service requested, a number used by the health plan to identify the patient or case, the provider, and dates of service or requested procedure/treatment. Introduction: It will explain the request was denied. Medically Necessary: Often health plans include this definition. This is generally not the specific reason for denial. Keep looking for something that specifically applies to you. Right to Request Information: Keep in mind you can request a copy of the criteria that they used to make the decision. Description of the Appeals Process: This section gives you a long explanation of what your next level of rights will be. IMPORTANT: This is where you can locate your timeframe to submit an appeal and the address where to mail it. This section also tells you about the External Review Program and your possible rights under ERISA, a Federal law. These are rights you may pursue after you exhaust your appeal rights with the health plan. Reason for Denial: This is the reason for the letter. This can appear at the end, middle or beginning of the letter. It is usually only a paragraph or two that can be identified by referencing your specific condition and health records and the health plan's comparison of that to their medical criteria or policy. It is usually plugged into a template and may sound different than the rest of the letter. This section explains the questions or hesitations the health plan has about your case that you will need to answer in your appeal. Step Two  Write an appeal letter that addresses the issues in the health plans denial letter. To most effectively write an appeal letter, follow these steps: one: Make sure you are within your deadline. If you wait too long, you will miss your chance to appeal. two: Gather all the paperwork that you may need to write your letter. For example: Denial letter EOBs (Explanation of Benefits) Health plan handbooks and contracts Receipts and bills Supporting letters from your doctor or other health care providers The health plans medical policy that applies to your issue Review your denial letter again. Try to figure out if the plan missed something important. Did the plan review all the information provided by your doctor? Was the recommended treatment not covered by the plan? You must address the issues raised by the health plan in your letter. three: Start writing. Your letter should have an introduction that clearly states what you want, a body that explains why you want it and an ending that again tells the plan what you want. Please see the enclosed template for your consideration. State what you want: 1) Name the service or procedure that you want covered. 2) Point out what you want the plan to do. Do not expect your plan to look up information for you. Make sure you give them all they need in your letter. 3) Be sure to put your name, policy number and phone number on each page of your letter. State why you want it: If your health plan states in their Corporate Medical Policy that you must have tried A, B, C and D first, then make sure you have tried A, B, C and D. Next, tell your health plan what you tried and whether or not it helped. Support your description with medical records to show how you tried A, B, C and D. Leaving out important information may delay a response or even result in a denial. 1) Tell the plan your medical history before and after the start of your disease. Your health plan needs to know how your disease affects your daily life. Describe how your disease affects your ability to stand, sit or walk for a long period or to lift or carry weight. Explain any changes in your ability to understand, carry out, and remember instructions or to respond correctly to your family, peers and coworkers. Dont forget to include any other physical or mental limitations that you may have. 2) List any exams and lab tests that were done to identify your disease. 3) Dont forget to tell your health plan about treatments that your doctor recommended and/or the results of any treatments that you have tried. Make sure you tell your health plan about any improvements that you have had since you began your treatment. 4) In a sentence or two explain what will happen if you do not have the treatment or procedure. 5) Make sure you refer to the exact page of the member handbook or contract, or the health plans medical policy that applies to you. 6) Many times treatment that is costly in the short-term may cost the plan less over time, and the plan may not save money in the long run by not authorizing treatment. If this is so in your case, you may wish to include such a sentence in your appeal. At the end of your letter in one brief sentence tell your health plan again what you want the plan to do. Four: Review. Before you mail your letter to your health plan use this check list. Did you reread your letter to make sure it says what you want? Did you spell check your letter? Did you include your name, policy number and phone number on each page? Did you address each point that your health plan raised in their denial letter? Did you include attachments to back-up your letter (See Step Three)? Did you have a MCPA specialist review your letter? Did you keep a copy of your letter in a safe place? Remember It is up to you to demonstrate that you need the medical service. Do not rely on the health plan to ask your doctor or find information for you. Many health plans will allow you to attend or participate in the Level II appeal hearing either in person or via teleconference. You should consider presenting your appeal in person or via telephone as another way to present your position. Step Three  Choose attachments that support the points raised in your appeal. When you are writing an appeal letter to your health plan, it isnt enough that you just send in a letter telling your plan that you want a treatment covered. Your health plan uses evidence-based Corporate Medical Policies and/or clinical guidelines and policies to make decisions. You must use similar information to provide a reason why the plan should cover your treatment. Health insurance benefits are generally restricted to treatments which have been proven to be similar to or better than conventional treatments currently being used by the medical community. Even when scientific evidence shows the value of a treatment (e.g., it prevents or lessens the disease at least as effectively as the current recognized standard of care), health plans may not agree to pay for it. Any treatment the safety of which has not been recognized by the general medical community may be considered experimental and/or investigational (unproven) and will likely not be covered by your health plan. Your health plan does not have to pay for all treatments or procedures that your medical provider recommends. Plans will only pay for treatment as outlined in your insurance contract/benefit booklet. To provide your health plan with documentation that supports your appeal letter, you need to attach well researched medical information. Work closely with your doctor and his or her staff to gather information. Your doctor may have much of the information at hand and can easily give you a copy. Here are some types of information that you need to know about: Doctors' Opinions - Ask the doctor who has treated you or who has experience treating your disease for a letter to support your case. Medical Journal Articles - Include articles about specific conditions or treatments that support your letter. These articles must be peer-reviewed scientific studies that meet nationally recognized standards. These articles should have been reviewed by experts who are not part of the editorial staff or those who get paid by companies that benefit from the study results. You can find sources in the National Institute of Healths National Library of Medicine or The Cochrane Library. You can also find information on-line at  HYPERLINK "http://medlineplus.gov/" http://medlineplus.gov/or  HYPERLINK "http://www.WebMD.com" www.WebMD.com. Treatment Studies or Clinical Trials - Include studies that measure the results of the type of treatment you are seeking. When a health plan considers a request for a treatment that is new or requires the latest technology, "randomized" or "controlled" studies are often important to the coverage decision. "Randomized" trials compare groups of people who receive specific treatment to groups who do not. An Observational study, on the other hand, only looks at people who received the treatment. Observational studies may be less convincing sources of information for your plan to consider. Medical Guidelines - Government agencies, specific medical specialty organizations and other specialty groups sometime develop "consensus statements" or "treatment guidelines" that may provide valuable information to support your appeal. Also, your health plan may have medical policies to determine how a particular condition can be most effectively treated. Ask your doctor or health plan for a copy. Medical Reference Books You may want to include information from a standard medical reference book, such as The American Hospital Formulary Service-Drug Information, The AMA Drug Evaluations, The ADA Accepted Dental Therapeutics, or The US Pharmacopoeia Drug Information. Important: Ask your doctor for help evaluating the results of medical journal articles, treatment studies and medical guidelines before including them in your appeal letter. State and Federal Laws - Do not forget to include any state and federal laws that may require your health plan to provide certain services. Photos: A picture can often show what words can not. If you can, include copies of photos or videos to show the effects of your disease. Step Four  Send your appeal letter before the deadline by certified mail, return receipt requested. You have written your appeal letter and you have included attachments that support the information in the letter. Now what? 1) Pay close attention to all deadlines listed in your denial letter. If you fall outside of the timeframe, you will lose your right to appeal. 2) When you send your letter to your health plan, make sure you send it certified mail, return receipt requested. Make sure you keep the green receipt to verify that your health plan received the appeal letter. 3) Always send copies of all your paperwork and keep originals in a safe place. What if you are still denied? Throughout this process, it is important to remember that even if the plan denies your initial appeal, you may request a level two appeal where you may have the chance to present your case to a new group of professionals who are not employed by plan. Even if you are denied at level two and you have gone through your health plans internal appeals process, you may still be entitled to an external or independent review through the NC Department of Insurance. Of the people who went through the External Review process, close to one-half won their cases. You can reach the NC Department of Insurance at (877) 885-0231 or at  HYPERLINK "http://www.ncdoi.com" www.ncdoi.com for additional information or to find out if you are eligible for an External Review. What if you are still having trouble writing the appeal letter? If you are still having trouble writing your appeal letter, contact our office. Our specialists can help you understand complex information such as how to read your denial letter or how to understand your appeal rights. Once you have drafted your letter, our specialists will be happy to review it. Contact Us: You may email us:  HYPERLINK "mailto:MCPA@NCDOJ.gov" MCPA@NCDOJ.gov You may write us: Managed Care Patient Assistance  SEQ CHAPTER \h \r 1Office of Attorney General Roy Cooper North Carolina Department of Justice 9001 Mail Service Center Raleigh,NC 27699-9001 Or you may call us: In State Toll Free SEQ CHAPTER \h \r 1: (866) 867-MCPA (6272) Local Phone: (919) 733-MCPA (6272) Visit our website at  HYPERLINK "http://www.nchealthconsumer.org" www.nchealthconsumer.org Appeal Template By Certified Mail Return Receipt Requested [Date] [Health plan name] [Health plan address] Attn: [Name of appeals coordinator at health plan if known] Re: [List patient name, health plan member name, member ID number, group number, doctor or hospital name, and date of service if already completed] Dear [Appeals coordinator or health plan appeals department]: I am writing to appeal the denial of coverage for [test, treatment or service]. As you will see from the enclosed letters, my physician(s) and I believe [test, treatment or service] is medically necessary to [treat or diagnose] my medical condition and is a covered plan benefit. After reviewing the information detailed in this appeal letter, I am sure that you will agree [health plan] should approve [test, treatment or service] in my situation. Therefore I am requesting that [health plan] provide coverage for [test, treatment or service sought]. Health Condition: I have [condition or disease] and it affects my ability to conduct activities of daily living as follows: [In one or more paragraphs, describe your condition to someone who is not familiar with your health history. If applicable, describe what you used to be able to do, but cannot.] Previous Health Care: I have previously received: [Briefly list other treatments you have tried, if any, to address or diagnose the condition especially if specific prior treatment is required by the health plan before the treatment you are now requesting.] However, my health problems have not been resolved. Without [test, treatment or service], I have been told I will continue to experience the symptoms and problems described above. In addition, without having [test, treatment or service], my condition may require even more complex and costly treatment in the future. Specific Coverage [If the health plan specifically includes coverage for the test, treatment or service that you are seeking, list the relevant medical policy number or page number in the benefits booklet that describes the coverage.] Specific Eligibility The following details how I meet the coverage criteria for [test, treatment or service]: [State reasons why you believe the test, treatment or service should be covered by the health plan. Explain how you meet the coverage criteria step by step. For example, if the medical policy states that you must have tried A, B and C first, describe how you tried A, B and C and whether it helped.] - OR - General Coverage [If the health plan does not specifically state that the test, treatment or service is covered, then find the definition for medically necessary in your benefits booklet, and copy it here.] General Eligibility As explained below, [test, treatment or service] falls within this definition. In addition, it is not listed as an exclusion or limitation under my health plan. [Test, treatment or service] is/was recommended for my condition by [Doctors name], and is considered medically necessary to [treat, monitor or diagnose] my condition. Furthermore, it is within the generally accepted standards of clinical practice for my condition. Enclosed Documentation Included with this appeal letter are: clinic notes and other documentation of my medical condition (Attachment A), information supporting the medical necessity of [test, treatment or service] including a letter from my doctor (Attachment B), and peer-reviewed medical journal articles concerning [test, treatment or service] (Attachment C). Please review and let me know if any additional information will be helpful to my request. If you have any questions, I can best be reached at [telephone number] from [insert best times to call]. Thank you for your immediate attention to this matter. Sincerely, [Signature] [Your name] [Your Address] [Best phone number to reach you during working hours] [Your email] [Your relationship to the patient if you are not the patient] cc: [Include possible individuals and/or groups to whom you consider sending copies of your materials:] [Health Plan Medical Director] [Your physician (s)] [Your state agency that regulates health plans] Attachments: Attachment A [Describe] Attachment B [Describe] Attachment C [Describe] Sample Appeal Letter Page 1 of 2 August 31, 2006 Level 1 Appeals Analyst Appeals Department Imaginary Insurance Company PO Box 34444 Raleigh, NC 27613 RE: Patient Name: John Smith Physician: Dr. Henry Blake Subscriber Number: P0046029797 Denied Treatment: Laser Ablation Group Number: 4015 Date of Service: June 14, 2006 Date of Birth: 1/15/67 Amount of Bill: $2100.00 To Whom It May Concern: I am writing to appeal Imaginary Insurance Company's June 30th decision letter denying coverage for my laser ablation. I believe the procedure was medically necessary to treat my condition and is a covered benefit under my policy. After reviewing my appeal letter and the information I have attached, I am confident you will approve the services rendered to me by Dr. Henry Blake on June 14, 2006 and provide coverage under my benefits. I am a reasonably healthy active man of average weight and build. I have worked in construction for 26 years. In November of last year I began to experience severe swelling and pain in my right thigh. I went to my primary care physician, Dr. John McIntire, who diagnosed me with a blood clot and inflammation from varicose veins. In January and again in March, I suffered pain and ulcers from the puffy and swelled veins in my thigh. I have enclosed pictures taken in Dr. McIntire's office as Attachment E. After several months of failed conservative treatments, Dr. McIntire referred me to Dr. Blake for evaluation and treatment in June. The pain at that time had become so severe that I began missing work. Dr. Blake performed several tests and diagnosed me with reflux of the greater saphenous vein. He recommended the laser ablation procedure for treatment over vein stripping as it is less invasive. I had the procedure performed on June 14, 2006. Your letter dated June 30th indicated that the reason for denial of the procedure was because I did not meet your corporate medical policy for laser ablation and therefore the service was not medically necessary. Specifically, your Medical Director, Dr. Frank Burns, stated: "This patient's records fail to document attempts at treatment by conservative measures as required under Imaginary Insurance Company's Corporate Medical Policy LASER123 part 2 a through d." I have complied with this recommended treatment for longer than three months without relief. Your Corporate Medical Policy number LASER123 for Laser Ablation as posted on your website states under part 2 for coverage of laser ablation that conservative measures are: John Smith ID #: P0046029797 Phone 919-555-5413 Page 2 of 2 a. avoidance of precipitating activities (e.g. hot baths); - I have taken lukewarm showers per Dr. McIntire's instructions since the first symptoms began in November of last year. b. use of surgical pressure gradient stockings (use of nonprescription support hose are not sufficient); - See Attachment C for Dr. McIntire's office notes that show he prescribed surgical pressure gradient stockings for me in December of last year and my most recent receipt from CVS pharmacy. c. leg elevation; - I have kept my legs elevated on a regular basis as circumstances allow since this began d. use of analgesics. - I took over the counter 200mg ibuprophen as directed on the bottle for pain and swelling when the pain became too much to bear off and on since November. See Attachment D for a letter from Dr. McIntire explaining his medical reasoning for referring me to Dr. Blake after these treatments did not help the continued pain, swelling and bruising. Please also see the letter from Dr. Blake and his evaluation and treatment records that were submitted earlier. My pain and swelling have been greatly reduced as a result of the procedure and I have been able to resume much of my normal lifestyle. I trust after reviewing the attachments you will find that I meet the criteria you specify in your Corporate Medical Policy for Laser Ablation. Thank you for your immediate attention to this matter. Sincerely, John Smith John Smith 114 West Edenton Street Raleigh, NC 27602 Daytime Phone: 919-555-5413 Fax: 919-555-2547 johnnyfive@mcpa.com cc: Frank Burns, MD, Imaginary Insurance Company Medical Director John McIntire, MD, Raleigh Family Physicians Henry Blake, MD, Raleigh Vein Clinic Managed Care Patient Assistance Program Attachments: A. Letter dated June 30, 2006 from Imaginary Insurance Company denying coverage based on lack of documentation of conservative treatment B. Corporate Medical Policy LASER123 Laser Ablation C. Copies of Medical Records from Dr. John McIntire and Dr. Henry Blake D. Letters from both Dr. McIntire and Dr. Blake explaining the medical necessity of the procedure E. 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Fulton-Smith IT Division3Department of Justice IT Division20060831T151922013(Sterling M. Fulton-Smith20060713T0931171_j!Department of Justice IT DivisionSterling M. Fulton-SmithGz Times New Roman5Symbol3& z ArialKVImprint MT Shadow_&  Futura Lt BTCentury Gothic_&  Futura Bk BTCentury GothicQ& {aMicrosoft Sans SerifCFComic Sans MS9GaramondIFBradley Hand ITCe  AmeriGarmnd BTTimes New Romani&  Futura Hv BTLucida Sans Unicode?& Arial Black5& zaTahoma?5 z Courier New;Wingdings"1h;FJZF f$ J,$ J,Y4dWW 2qHX ? XS&?To most effectively appeal, submit a letter to your health planSterling M. Fulton-SmithKristen ShipherdP            Oh+'0$0D `l    @To most effectively appeal, submit a letter to your health planSterling M. 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