Complaints and Grievances

Yes, as long as there is member consent. A provider must have the Authorization for Representation for Provider-Initiated Grievances form (PDF) signed by the member and sent to PerformCare before PerformCare can open and process the grievance.

Yes. However, PerformCare encourages resolution of provider issues before contacting PerformCare. If a provider feels they have exhausted all options of working with another provider, they can call PerformCare to file a provider-to-provider complaint.

Yes, as long as the services that were requested are a continuation of the previously authorized service. PerformCare uses a service notification form that is generated and faxed to the provider to verify what services can be continued and for what specific time frame. This notification is also sent to internal departments to generate an authorization for continuation rights for that specific period of time for claim payment.

Yes. It is within the member's rights in the grievance process and any party acting on behalf of the member to submit additional documentation as part of the grievance review. However, if a provider is submitting an addendum regarding the current services that are being reviewed in the grievance, this will be used as additional documentation only for the grievance. A separate Medical Necessary Criteria (MNC) review will not occur for that packet. If new services are being requested, then this is a separate MNC review.

If the grievance process is still pending when a new re-authorization request is submitted, the provider will submit the new authorization per PerformCare's normal process and regulations for submitting reauthorization requests for the particular level of care.

The Capital Area Behavioral Health Collaborative (CABHC) facilitates grievances for the Capital Area only (Cumberland, Dauphin, Lancaster, Lebanon, and Perry counties). You would still contact PerformCare to file a grievance and schedule a review meeting. CABHC staff only facilitates the actual meeting.