Note: If you have a denied medical authorization on file, submit a medical authorization appeal – not a post-claim review request.
Use the instructions in the sections below to submit appeals for post-acute medical authorizations for commercial, individual/ACA and Medicaid members. Click on the headings to expand each section.
Note: If you have a denied medical authorization on file, submit a medical authorization appeal – not a post-claim review request.
You received a denial from the initial prior authorization review and haven't yet performed the service.
Pre-service authorization denials use the member appeal process. Members can initiate an appeal online.
Should you need to appeal on behalf of the member, follow this process:
The member went into a post-acute facility and was thought to be covered under different insurance, or no prior authorization was obtained for extenuating circumstances.
Submit retrospective authorization requests up to 90 days after a service is rendered. If your request is denied, follow the medical authorization appeal process outlined below.
If more than 90 days have passed since the service was rendered, you must submit a claim before filing a post-claim level I appeal.
Retrospective authorization requests are submitted through GuidingCare (login required).
We'll make a determination within 14 days (Medicaid plans) / 30 days (commercial / ASO plans) of the request. If you’re not satisfied with the outcome, you can file a level I medical authorization appeal.
Continuing stay denied or stay extended without continuing stay days request.
Within 65 days of the initial decision
Your request will appear in the Appeals List page in prism after you click Submit. We’ll inform you of our decision either by remittance advice or adverse determination letter within 30 calendar days of the submission. If we uphold the denial, you can file a level II medical authorization appeal.
Within 30 days of level I appeal decision.
Your request will appear in the Appeals List page in prism after you click Submit. After the level II appeal is submitted, we'll make a determination within 30 days of receipt. We’ll inform you of our decision either by remittance advice or by adverse determination letter within five business days of the decision.