Understanding our claims and billing processes

The following information is provided to help you access care under your health insurance plan. If you have questions about any of the information listed below, please call customer service at 503-574-7500 or 800-878-4445. If any information listed below conflicts with your Contract, your Contract is the governing document.

Please note: Capitalized words are defined in the Glossary at the bottom of the page.

Click below to learn about how Providence handles the following topics:

Coordination of benefits

If you have coverage under two or more health insurance plans, Providence will coordinate with the other plan(s) to determine which plan will pay for your Services. If you are in a situation where benefits need to be coordinated, please contact your customer service representative at 800-878-4445 to ensure your Claims are paid appropriately.

Enrollee claim submissions

A claim is a request to an insurance company for payment of health care services. Usually, Providers file claims with us on your behalf. Payments for most Services are made directly to Providers. If an Out-of-Network Provider bills you directly, and you pay for Services covered by your plan, we will reimburse you if you send us your claims information in writing. See your Contract for details and exceptions. Payment will be made to the Policyholder or, if deceased, to the Policyholder’s estate, unless payment to other parties is authorized in writing.

Time frames for processing claims

Clean claims will be processed within 30 days of receipt of your Claim. We will send an Explanation of Benefits (or EOB, see below) to you that will explain how your Claim was processed. If Providence denies your claim, the EOB will contain an explanation of the denial. If we need additional time to process your Claim, we will explain the reason in a notice of delay that we will send you within 30 days after receiving your Claim. We will notify you again within 45 days if additional time is needed. If we need additional information to complete the processing of your Claim, the notice of delay will state the additional information needed, and you (or your provider) will have 45 days to submit the additional information. Once we receive the additional information, we will complete processing the Claim within 30 days.

Prior Authorization of claims for medical conditions not considered urgent

Providence will let your Provider or you know if the Prior Authorization request is granted within two business days after it is received. If Providence needs additional information to process the request, we will notify you and your Provider within two business days of receipt, and you or your provider will have 15 days to submit the additional information. After receiving the additional information, Providence will complete its review and notify you and your Provider or just you of its decision within two business days. If the information is not received within 15 days, the request will be denied.

Prior Authorization for services that involve urgent medical conditions

Providence will notify your Provider or you of its decision within 72 hours after the Prior Authorization request is received. If Providence needs additional information to complete its review, it will notify your Provider or you within 24 hours after the request is received. Your Provider or you will then have 48 hours to submit the additional information. Providence will complete its review and notify your Provider or you of its decision by the earlier of (a) 48 hours after the additional information is received or, (b) if no additional information is provided, 48 hours after the additional information was due. If you fail to obtain a Prior Authorization when it is required, any claims for the services that require Prior Authorization may be denied.

For standard requests, Providence Health Plan will notify your provider or you of its decision within 72 hours after receipt of the request. For expedited requests, Providence Health Plan will notify your provider or you of its decision within 24 hours after receipt of the request. To qualify for expedited review, the request must be based upon exigent circumstances. See also Prescription Drugs.

Claims involving concurrent care decisions

If an ongoing course of treatment for you has been approved by Providence and it then determines through its medical cost management procedures to reduce or terminate that course of treatment, you will be provided with advance notice of that decision. You may request a reconsideration of that decision by submitting an oral or written request at least 24 hours before the course of treatment is scheduled to end. Providence will then notify you of its reconsideration decision within 24 hours after your request is received.

Timely submission of claims

Providence will not pay for Claims received more than 365 days after the date of Service. We will make an exception if we receive documentation that you were legally incapacitated during that time. Payment of all Claims will be made within the time limits required by Oregon law.

Explanation of benefits (EOB)

You will receive an explanation of benefits (EOB) from Providence after we have processed your Claim. An EOB is not a bill. An EOB explains how Providence processed your Claim, and will assist you in paying the appropriate member responsibility to your Provider. Copayment or Coinsurance amounts, Deductible amounts, Services or amounts not covered and general information about our processing of your Claim are explained on an EOB.

Premium payment due date and grace periods

Your Premium payment is due on the first day of the month. If you do not pay the Premium within 10 days after the due date, we will mail you a notice of delinquency. If the Premium is not paid by the last day of the grace period specified in the notice, your coverage will be terminated with no further notice on the last day of the month through which Premium was paid. We reserve the right to suspend Claims processing for members who have not paid their Premiums. Making a partial Premium payment is considered a failure to pay the Premium. If we do not send you the Premium delinquency notice specified above, we will continue the Contract in effect, without payment of Premium, until we provide such notice.

Advance premium tax credit grace period Your Premium payment is due on the first day of the month. If you have a Marketplace plan and receive a tax credit that helps you pay your Premium (Advance Premium Tax Credit), and do not pay your Premium within 10 days of the due date in any given month, you will be sent a notice of delinquency.
If your Premium is not received by the last day of the month, you will enter a “grace period” which begins retroactively on the first of the month. During the first month of the grace period, Providence Health Plan will pay Claims for your Covered Services received during that time. However, Claims for the second and third month of the grace period are pended.
If you do not pay all amounts of Premium by the date specified in the notice of delinquency, you will be responsible for the first month Premium and the Claims for any Services received during the second and third months. Your coverage will end as of the last day of the first month of the three month grace period.
If you pay your Premiums in full before the date specified in the notice of delinquency, your coverage will remain in force and Providence Health Plan will pay all eligible Pended Claims according to the terms of your coverage.
Prescription drug claims: During the first month of the grace period, your prescription drug Claims will be covered according to your prescription drug benefits. During the second and third months of the grace period, your prescription drug coverage will be suspended and you will be required to pay 100 percent of the cost of your prescription drugs. If you pay all outstanding Premiums before the date specified in the notice of delinquency, Providence Health Plan will reinstate your coverage and reprocess your prescription drug Claims applying the applicable cost-share.

Medical necessity

Medically necessary services We believe you are entitled to comprehensive medical care within the standards of good medical practice. Our medical directors and special committees of Network Providers determine which services are Medically Necessary. Services that are not considered Medically Necessary will not be covered.
Example: Your Provider suggests a treatment using a machine that has not been approved for use in the United States. We probably would not pay for that treatment.

Example: You go to a hospital emergency room to have stitches removed, rather than wait for an appointment in your doctor’s office. We would not pay for that visit.

Example: You stay an extra day in the hospital only because the relative who will help you during recovery can’t pick you up until the next morning. We may not pay for the extra day.

Although a treatment was prescribed or performed by a Provider, it does not necessarily mean that it is Medically Necessary under our guidelines. Calling customer service to obtain confirmation of coverage from Providence beforehand is always recommended.

Medical cost management

• Be Medically Necessary
• Have your knowledge and agreement while receiving the Service
• Be prescribed and approved by your Provider; and
• Offer a medical therapeutic value at least equal to the Covered Service that would otherwise be performed or given.

* If you fail to obtain a Prior Authorization when it is required, any claims for the services that require Prior Authorization may be denied.

Out-of-network liability and balance billing

Services provided by out-of-network providers Typically, Providence Individual and Family plans do not pay for Services performed by Out-of-Network Providers. However, benefits for Covered Services by an Out-of-Network Provider will be provided when we determine in advance, in writing, that the Out-of-Network Provider possesses unique skills which are required to adequately care for you and are not available from Network Providers. Under no circumstances (with the exception of Emergency and Urgent Care) will we cover Services received from an Out-of-Network Provider/Facility unless we have Prior Authorized the Out-of-Network Provider/Facility and the Services received. Providence will only pay for Medically Necessary Covered Services. Please see your Benefit Summary for a list of Covered Services. You can check to see if a provider is in-network or out-of-network by checking the Provider Directory.

Balance billing Your Plan only pays for Covered Services received from approved, Prior Authorized Out-of-Network Providers at rates allowed under your plan. If an Out-of-Network Provider charges more than your plan allows, that Provider may bill you directly for the additional amount. That amount is in addition to any Deductible, Copayment, or Coinsurance for which you may be responsible, and does not count towards your Out-of-Pocket Maximum.

Surprise billing notice

Your Rights and Protections Against Surprise Medical Bills
When you get emergency care or get treated by an Out-of-Network Provider at an in-network hospital or ambulatory surgical center, you are protected from surprise billing or balance billing.
Learn more

Prescription drugs

The prescription drug benefit provides coverage for prescription drugs which are Medically Necessary for the treatment of a covered illness or injury and which are dispensed by a Participating Pharmacy pursuant to a prescription ordered by a Provider for use on an outpatient basis, subject to your plan’s benefits, limitations, and exclusions. A list of covered prescription drugs can be found in the Prescription Drug Formulary.
Prescription drugs must be purchased at one of our Participating Pharmacies. You can find Providence Health Plan’s nationwide pharmacy network using our pharmacy directory. Providence Health Plan Participating Pharmacies are those pharmacies that maintain all applicable certifications and licenses necessary under state and federal law of the United States and have a contractual agreement with us to provide Prescription Drug Benefits. Please present your Member ID Card to the Participating Pharmacy at the time you request Services. If you have misplaced or do not have your Member ID Card with you, please ask your pharmacy to call us. All Covered Services are subject to the Deductible, Copayments or Coinsurance and Out-of-Pocket Maximum listed in your benefit summary.

Use of Out-of-Network Pharmacies On rare occasions, such as urgent or emergency situations, you may need to use an Out-of-Network Pharmacy. If this happens, you will need to pay full price for your prescription at the time of purchase.
To request reimbursement, you will need to fill out and send Providence a Prescription Drug Reimbursement Request Form. Please include any itemized pharmacy receipts along with an explanation as to why you used an Out-of-Network Pharmacy. Sending us the form does not guarantee payment.

Using your prescription drug benefit If you or your provider choose a brand-name drug when a generic-equivalent is available, you will be required to pay the difference in cost between the brand-name drug and the generic drug. The difference in cost will not apply to your Calendar Year Deductibles and Out-of-Pocket Maximums, unless the brand-name drug has been authorized through formulary exception.
Participating Pharmacies may not charge you more than your Copayment or Coinsurance, except when Deductible and/or coverage limitations apply. Please contact customer service if you are asked to pay more or if you, or the pharmacy, have questions about your Prescription Drug Benefit or need assistance processing your prescription.
When purchasing a Prescription Drug, you may have to pay Coinsurance or make a Copayment. If the cost of your Prescription Drug is less than your Copayment, you will only be charged the cost of the Prescription Drug. You may need to make multiple Copayments for a multi-use or unit-of-use container or package depending on the medication and the number of days supplied.
You may purchase up to a 90-day supply of each maintenance drug at one time using a Participating Pharmacy Mail Order or preferred retail Pharmacy. Not all drugs are covered for more than a 30-day supply, including compounded medications, drugs obtained from specialty pharmacies, and limited distribution pharmaceuticals. To obtain prescriptions by mail, your physician or Provider can call in or electronically send the prescription, or you can mail your prescription along with your Providence Member ID number to one of our Participating Mail Order Pharmacies.
Upon member or Provider request, the Plan will coordinate with Members, Providers, and the dispensing pharmacy to synchronize maintenance medication refills so Members can pick up maintenance medications on the same date. Members will be responsible for applicable Copayments, Coinsurances, and Deductibles.

Prescription drug formulary exception process If your Provider recommends you take medication(s) not offered through Providence’s Prescription Drug Formulary, your Provider may request Providence make an exception to its Prescription Drug Formulary. Your Provider will need to make a statement supporting why this request is necessary, and the Providence Pharmacy team will review and respond to your request within two business days, unless the pharmacy team requires additional information from your physician before making a determination.
Requests for exceptions to the Prescription Drug Formulary can be made using the Providence Prior Authorization Form, or your physician can write or call Providence to request an exception directly. Your physician may send in this statement and any supporting documents any time (24/7).
Expedited coverage determinations will be made if waiting the standard timeframe will cause serious harm to your health. Expedited determinations will be made within 24 hours of receipt.

Services that involve prescription drug formulary exceptions For standard requests, Providence will notify your Provider or you of its decision within 72 hours after receipt of the request. For expedited requests, Providence will notify your Provider or you of its decision within 24 hours after receipt of the request. To qualify for expedited review, the request must be based upon urgent circumstances.

Denied exception requests If your formulary exception request is denied, you have the right to appeal internally or externally. Please see Appeal and External Review Rights.

Prior Authorization — Oregon

• See the Providence Health Plan Prior Authorization list
• See the Prior Authorization Process Flyer

The Prior Authorization process

Our clinical team of experts will review the Prior Authorization request to ensure it meets current evidence-based coverage guidelines. For services that do not involve urgent medical conditions, Providence will notify you or your provider of its decision within two business days after the Prior Authorization request is received. If additional information is needed to process the request, Providence will notify you and your provider. We allow 15 calendar days for you or your Provider to submit the additional information. Within two business days of the receipt of the additional information, Providence will complete its review and notify you and your Provider of its decision. If the information is not received within 15 calendar days, the request will be denied. A letter will be sent to you and your provider detailing the reason for the denial and explaining your appeal rights if you feel the denial was issued in error.

Expedited Prior Authorization

For services that involve urgent medical conditions: Providence will notify your provider or you of its decision within 72 hours after the Prior Authorization request is received. If Providence needs additional information to complete its review, it will notify the requesting provider or you within 24 hours after the request is received. The requesting provider or you will then have 48 hours to submit the additional information. Providence will complete its review and notify the requesting provider or you of its decision by the earlier of (a) 48 hours after the additional information is received or, (b) if no additional information is provided, 48 hours after the additional information was due.

Authorizations involving concurrent care decisions

Providence will notify you if an approved ongoing course of treatment is reduced or ended because of a medical cost management decision. You may submit a request to reconsider that decision at least 24 hours before the course of treatment is scheduled to end. Providence will then notify you of its reconsideration decision within 24 hours after your request is received. You can make this request by either calling customer service or by writing the medical management team.

Services requiring Prior Authorization

Below is a short list of commonly requested services that require a Prior Authorization. This is not a complete list. For a complete list of services and treatments that require a Prior Authorization click here. We recommend you consult your provider when interpreting the detailed Prior Authorization list.

• All inpatient hospital admissions (not including emergency room care)
  • In an emergency situation, go directly to a hospital emergency room. You do not need Prior Authorization for emergency treatment; however, we must be notified within 48 hours following the onset of inpatient hospital admission or as soon as reasonably possible.
  • Bariatric surgery
  • Applied behavioral analysis (ABA)
  • Select joint and spinal procedures
  • Select outpatient mental health and/or chemical dependency services
  • Power wheelchairs and supplies
  • Select nerve stimulators
  • CPAP and BiPAP
  • Oral appliances

  See the complete list of services that require Prior Authorization here. We recommend you consult your provider when interpreting the detailed Prior Authorization list.

  If you want more information on how to obtain Prior Authorization, please call customer service at 800-638-0449.

  Mental Health and Chemical Dependency Services Benefits are provided for Mental Health Services and Chemical Dependency Services at the same level as and subject to limitations no more restrictive than, those imposed on coverage or reimbursement for Medically Necessary treatment for other medical conditions. All inpatient, residential, day, intensive outpatient, or partial hospitalization treatment Services, and other select outpatient Services must be Prior Authorized.

  Prior Authorization requests for Out-of-Network services

  The Plan does not have a contract with all providers or facilities. Consult your member materials for details regarding your Out-of-Network benefits. If you are seeking services from an Out-of-Network Provider or facility at contracted rates, a Prior Authorization is required. You or the Out-of-Network Provider must call us at 800-638-0449 to obtain Prior Authorization. Please have the following information ready when calling to request a Prior Authorization:

  • Member name and date of birth
  • Member ID number and plan number (refer to your member ID card)
  • Provider name, address and telephone number
  • Hospital or facility name
  • Date of admission or date services are to begin
  • Service(s) to be performed

  How to request a Prior Authorization

  We recommend you work with your provider to submit Prior Authorization requests. Prior Authorization requests may be accessed by clicking on the following links:

  • General Medical Prior Authorization Fax Form
  • Drug Prior Authorization Fax Form
  • Behavioral Health Inpatient Fax Form
  • Behavioral Health Outpatient Fax Form
  • Behavioral Health TMS Fax Form
  • Behavioral Health ABA Fax Form
  • Carelon Medical Benefits Management (formerly AIM Specialty Health)
  • eviCore healthcare

  For questions or assistance with the Prior Authorization request process, please call customer service at 800-878-4445.

  Prior Authorization requests — Washington

  A Prior Authorization is an approval you need to get from the health plan for some services or treatments before they occur. In-network providers will request any necessary Prior Authorization on your behalf. Out-of-Network Providers may not, in which case you will need to submit any needed requests for Prior Authorization. Emergency services do not require a Prior Authorization. See below for information about what services require Prior Authorization and how to submit a request should you need to do so.
  Prior Authorization is not a guarantee of coverage. Payment is based on eligibility and benefits at the time of service. If you or your provider fail to obtain a Prior Authorization when it is required, any claims for the services that require Prior Authorization may be denied.
  

  The Prior Authorization process

  Our clinical team of experts will review the Prior Authorization request to ensure it meets current evidence-based coverage guidelines. If a denial is issued, notification will include explanation of the denial reason and your appeal rights if you feel the denial was issued in error.
  

  Standard Prior Authorization

  All members, except Washington: For services that do not involve urgent medical conditions, Providence will notify you or the requesting provider of its decision within 2 business days after the Prior Authorization request is received. If additional information is needed to process the request, Providence will notify you and the requesting provider. The requesting provider or you will then have 45 calendar days to submit the additional information. Providence will complete its review and notify you or the requesting provider of its decision by the earlier of (a) 2 business days after the additional information is received or, (b) if no additional information is provided, 2 business days after the additional information was due.
  Washington
  For services that do not involve urgent medical conditions and are submitted electronically (via online portal), Providence will notify you or the requesting provider of its decision within 3 calendar days after the Prior Authorization request is received. If additional information is needed to process the request, Providence will notify the requesting provider. The requesting provider will then have 45 calendar days to submit the additional information. Providence will complete its review and notify you or the requesting provider of its decision by the earlier of (a) 3 calendar days after the additional information is received or, (b) if no additional information is provided, 3 calendar days after the additional information was due.

  For services that do not involve urgent medical conditions and are submitted not electronically (e.g., fax), Providence will notify you or the requesting provider of its decision within 5 calendar days after the Prior Authorization request is received. If additional information is needed to process the request, Providence will notify the requesting provider. The requesting provider will then have 45 calendar days to submit the additional information. Providence will complete its review and notify you or the requesting provider of its decision by the earlier of (a) 4 calendar days after the additional information is received or, (b) if no additional information is provided, 4 calendar days after the additional information was due.
  

  Expedited Prior Authorization

  All members, except Washington: For services that involve urgent medical conditions: Providence will notify you or the requesting provider of its decision within 72 hours after the Prior Authorization request is received. If additional information is needed to process the request, Providence will notify you and the requesting provider. The requesting provider or you will then have 48 hours to submit the additional information. Providence will complete its review and notify you or the requesting provider of its decision by the earlier of (a) 48 hours after the additional information is received or, (b) if no additional information is provided, 48 hours after the additional information was due.
  Washington
  For services that involve urgent medical conditions and are submitted electronically (via online portal), Providence will notify you or the requesting provider of its decision within 1 calendar day after the Prior Authorization request is received. If additional information is needed to process the request, Providence will notify the requesting provider. The requesting provider will then have 2 calendar days to submit the additional information. Providence will complete its review and notify you or the requesting provider of its decision by the earlier of (a) 1 calendar day after the additional information is received or, (b) if no additional information is provided, 1 calendar day after the additional information was due.

  For services that involve urgent medical conditions and are submitted not electronically (e.g., fax), Providence will notify you or the requesting provider of its decision within 2 calendar days after the Prior Authorization request is received. If additional information is needed to process the request, Providence will notify the requesting provider. The requesting provider will then have 2 calendar days to submit the additional information. Providence will complete its review and notify you or the requesting provider of its decision by the earlier of (a) 2 calendar days after the additional information is received or, (b) if no additional information is provided, 2 calendar days after the additional information was due.
  

  Authorizations involving concurrent care decisions

  Providence will notify you if an approved ongoing course of treatment is reduced or ended because of a medical cost management decision. You may submit a request to reconsider that decision at least 24 hours before the course of treatment is scheduled to end. Providence will then notify you of its reconsideration decision within 24 hours after your request is received. You can make this request by either calling customer service or by writing the medical management team.
  

  Services requiring Prior Authorization

  • All inpatient hospital admissions (not including emergency room care)
    • In an emergency situation, go directly to a hospital emergency room. You do not need Prior Authorization for emergency treatment; however, we must be notified within 48 hours following the onset of inpatient hospital admission or as soon as reasonably possible.
    • Bariatric surgery
    • Applied behavioral analysis (ABA)
    • Select joint and spinal procedures
    • Select outpatient mental health and/or chemical dependency services
    • Power wheelchairs and supplies
    • Select nerve stimulators
    • CPAP and BiPAP
    • Oral appliances

    See the complete list of services that require Prior Authorization here. We recommend you consult your provider when interpreting the detailed Prior Authorization list.

    If you want more information on how to obtain Prior Authorization, please call customer service at 800-638-0449.

    Mental Health and Chemical Dependency Services Benefits are provided for Mental Health Services and Chemical Dependency Services at the same level as and subject to limitations no more restrictive than, those imposed on coverage or reimbursement for Medically Necessary treatment for other medical conditions. All inpatient, residential, day, intensive outpatient, or partial hospitalization treatment Services, and other select outpatient Services must be Prior Authorized.

    Prior Authorization requests for Out-of-Network services

    The Plan does not have a contract with all providers or facilities. Consult your member materials for details regarding your out-of-network benefits. If you are seeking services from an Out-of-Network Provider or facility at contracted rates, a Prior Authorization is required. You or the Out-of-Network Provider must call us at 800-638-0449 to obtain Prior Authorization. Please have the following information ready when calling to request a Prior Authorization:

    • Member name and date of birth
    • Member ID number and plan number (refer to your member ID card)
    • Provider name, address and telephone number
    • Hospital or facility name
    • Date of admission or date services are to begin
    • Service(s) to be performed

    How to request a Prior Authorization

    We recommend you work with your provider to submit Prior Authorization requests. Prior Authorization requests may be accessed by clicking on the following links:

    • General Medical Prior Authorization Fax Form
    • Drug Prior Authorization Fax Form
    • Behavioral Health Inpatient Fax Form
    • Behavioral Health Outpatient Fax Form
    • Behavioral Health TMS Fax Form
    • Behavioral Health ABA Fax Form
    • Carelon Medical Benefits Management (formerly AIM Specialty Health)
    • eviCore healthcare

    For questions or assistance with the Prior Authorization request process, please call customer service at 800-878-4445.

    Retroactive denials and recoupment of overpayments

    If Providence finds a problem with a Claim (such as a duplicate or improperly coded Claim) after the Claim has been paid, Providence can retroactively deny the Claim to fix the problem. If you are being reimbursed directly for medical Claims, or if you have Pended Claims during a grace period, you may be impacted by retroactive denials. Also, if you are insured by more than one insurance company, there may be a dispute between Providence and the other insurance company which can also lead to a retroactive denial of your Claim (see Coordination of Benefits).
    A retroactive denial may result in Providence asking you or your Provider to refund the Claim payment. You can help to avoid retroactive denials by making timely Premium payments, and by informing your customer service representative (800-878-4445) if you have more than one insurance company that Providence needs to coordinate with for payment

    Premium overpayment If you have made a payment in advance and then cancelled your insurance, or have made an accidental double-payment, please contact your membership accounting representative (888-816-1300) to request a refund.

    Right of recovery Providence has the right, upon demand, to recover from a recipient the value of any benefit or Claim payment that exceeded the benefits available under your Contract. Our right of recovery applies to any excess benefit, including, but not limited to, benefits obtained through fraud, error, or duplicate coverage relating to any Member. If timely repayment is not made, we have the right, in addition to any other lawful means of recovery, to deduct the value of the excess benefit from any future benefit that otherwise would have been available to the affected Member(s) from us under any Contract.

    Appeal and external review rights

    (See also your Individual Plan Contract) If you disagree with our decision about your medical bills, you have the right to appeal.

    Internal Appeal You must file your appeal with Providence Health Plan in writing and within 180 days of the date on the Explanation of Benefits (EOB) or Adverse Benefit Determination (ABD) or that decision will become final. If you are seeing a non-participating provider, you should contact that provider’s office and arrange for the necessary records to be forwarded to us for review. You may present your case in writing. Once a final determination is made, you will be sent a written explanation of our decision.
    We will provide a written response within the time frames specified in your Individual Plan Contract.

    • Mail it to: Providence Health Plan, Appeals and Grievances Department, PO Box 4158, Portland, Oregon 97208-4158
    • Fax it to: 503-574-8757 or 800-396-4778
    • Hand deliver it to: Providence Health Plan, 3601 SW Murray Blvd., Suite 10, Beaverton, Oregon 97005 (if mailing, use only the post office box address listed above)

    If you would like to submit a verbal complaint or have questions about the grievance and appeal process, contact a Customer Service representative at 503-574-7500 or 800-878-4445. If you are hearing impaired and use a Teletype (TTY) Device, please call our TTY line at 711.

    Assistance Outside of Providence Health Plan

    Oregon Plans, you have the right to file a complaint or seek other assistance from Oregon's Division of Financial Regulation.

    Assistance is available by:

    • Phone at 503-947-7984 or the toll-free message line at 888-877-4894
    • Electronic mail at DFR.InsuranceHelp@dcbs.oregon.gov
    • In writing through the mail to:
      Division of Financial Regulation, Consumer Advocacy & Education
      P.O. Box 14480
      Salem, OR 97309-0405; or
    • Through the internet at http://www.insurance.oregon.gov/consumer/consumer.html.

    Post Service Review

    A post-service review may be performed after a service has taken place that required a Prior Authorization and no authorization is on file or if a claim is received with a billing code that does not allow the plan to identify what services were provided. In both cases, additional information is needed before the Prior Authorization may be processed. This will include requesting medical records from the treating provider and conducting a review by a clinician at the plan to determine whether coverage guidelines are met. If they are not met, a denial letter is sent to the member and the provider explaining why the service is not covered and how to appeal the claim denial.

    Glossary

    Advance Premium Tax Credit (APTC) A tax credit you may be eligible for to lower your monthly health insurance payment (or “Premium”). When you apply for coverage in the Health Insurance Marketplace™, you estimate your expected income for the year. If you qualify for a Premium tax credit based on your estimate, you can use any amount of the credit in advance to lower your Premium. If you receive APTC, you are also eligible for an extended grace period (see Premium payment due date and grace periods). Call our Providence Health Plan sales team or visit HealthCare.gov to determine if you are eligible for the Advance Premium Tax Credit.

    Claim A request for payment that you or your health care Provider submits to Providence when you get drugs, medical devices, or receive Covered Services.

    Coinsurance Coinsurance means the dollar amount that you are responsible to pay to a healthcare Provider, after your Claim has been processed by us. Your Coinsurance for a Covered Service is shown in the benefit summary, and is a percentage of the charges for the Covered Service.

    Contract The agreement between you and Providence Health Plan that defines the obligations of both parties to maintain health insurance coverage. You can find your Contract here.

    Copayment Copayment means the fixed dollar amount that you are responsible for paying to a health care Provider when you receive certain Covered Services, as shown in the benefit summary.

    • Listed as a benefit in the benefit summary and in your Contract;
    • Medically Necessary;
    • Not listed as an Exclusion in the benefit summary or in your Contract; and
    • Provided to you while you are a Member and eligible for the Service under your Contract.

    Your Deductible is the dollar amount shown in the benefit summary that you are responsible to pay every calendar year for Covered Services before benefits are provided by us. Deductible amounts are payable to your Qualified Practitioner after we have processed your Claim.

    Certain Covered Services, such as most preventive care, are covered without a Deductible. Please see your Benefit Summary for information about these Services.

    The following costs do not apply towards your Deductible:

    • Services not covered by your Contract;
    • Services in excess of any maximum benefit limit;
    • Balanced bills and;
    • Copayments or Coinsurance specified as not applicable toward the Deductible in the benefit summary issued with your Contract.

    The Oregon Health Insurance Marketplace™, where people can shop for plans and receive tax credits, including Advance Premium Tax Credits, to help pay for their Premiums and Covered Services. You can obtain Marketplace plans by calling the Providence Health Plan sales team or going to HealthCare.gov.

    Services or supplies your medical care Provider needs to diagnose or treat an illness, injury, condition, disease or its symptoms and that meet accepted standards of medicine.

    Out-of-Network Provider means an Outpatient Surgical Facility, Home Health Provider, Hospital, Qualified Practitioner, Qualified Treatment Facility, Skilled Nursing Facility, or Pharmacy that does not have a written agreement with Providence Health Plan to participate as a health care Provider for this Plan.

    The total amount you will pay Out-of-Pocket in any Calendar Year for Covered Services received. The following Out-of-Pocket costs do not apply toward your Out-of-Pocket Maximum:

    • Services not covered by your Contract;
    • Services not covered because Prior Authorization was not obtained;
    • Services in excess of any maximum benefit limit;
    • Fees in excess of the Usual, Customary and Reasonable (UCR) charges; and
    • Deductibles, Copayments or Coinsurance for a Covered Service if indicated in any Benefit Summary as not applicable to the Out-of-Pocket Maximum.

    A pharmacy that has signed a contractual agreement with Providence Health Plan to provide medications and other Services at special rates. There are four types of Participating Pharmacies:

    • Retail: A Participating Pharmacy that allows up to a 30-day supply of short-term and maintenance prescriptions.
    • Preferred Retail: A Participating Pharmacy that allows up to a 90-day supply of maintenance prescriptions and access to up to a 30-day supply of short-term prescriptions.
    • Specialty: A Participating Pharmacy that allows up to a 30-day supply of specialty and self-administered prescriptions. These prescriptions require special delivery, handling, administration and monitoring by your pharmacist.
    • Mail Order: A Participating Pharmacy that allows up to a 90-day supply of maintenance prescriptions and specializes in direct delivery to your home.

    A claim that requires further information or Premium payment before it can be fully processed and paid or denied to the healthcare Provider.

    The person whom this Contract has been issued. A policyholder shall be age 18 or older. If enrollment under this Contract consists solely of children under the age of 21 in Oregon or under the age of 26 in Washington, the adult person who applied for such coverage shall be deemed to be the Policyholder.

    The monthly rates set by us and approved by the State as consideration for benefits offered under this Contract. Premium rates are subject to change at the beginning of each plan year.

    Prescription Drug Formulary

    A list of drugs covered by Providence Health Plan specific to your health insurance plan. You can find the Prescription Drug Formulary here.

    A request to us by you or a Provider regarding a proposed Service, for which our prior approval is required. Prior Authorization review will determine if the proposed Service is eligible as a Covered Service or if an individual is a Member at the time of the proposed Service. To facilitate our review of the Prior Authorization request, we may require additional information about the Member’s condition and/or the Service requested. We may also require that a Member receive further evaluation from a Qualified Practitioner of our choosing. Prior Authorized determinations are not a guarantee of benefit payment unless:

    • A determination that relates to benefit coverage and Medical Necessity is obtained no more than 30 days prior to the date of the Service; or
    • A determination that relates to eligibility is obtained no more than five business days prior to the date of the Service.

    A physician, women’s healthcare Provider, nurse practitioner, naturopath, clinical social worker, physician assistant, psychologist, dentist, or other practitioner who is professionally licensed by the appropriate governmental agency to diagnose or treat an injury or illness and who provides Covered Services within the scope of that license. A Provider may be in-network for Providence members on a certain plan but Out-of-Network for other plans. You can find in-network medical Providers using the Providence Provider search tool. To find an in-network Delta Dental Provider available through the Delta Dental PPO™ Network, please see the Delta Dental Provider directory.

    A healthcare related procedure, surgery, discussion, advice, diagnosis, referral, and treatment. Services also include supplies, medicine, prescription drug, device or technology. You must receive services from a Qualified Practitioner.

    We believe that the health of a community rests in the hearts, hands, and minds of its people. When we take care of each other, we tighten the bonds that connect and strengthen us all.