Cohere Faxes, Emails and Phones

FAXES

100

IF FAXES COME IN WITH NO SERVICE DATE/RANGE WHAT TEMPLATE DO YOU USE?

Please resubmit your prior auth request with a determined service start date and/or range so that we may process your request accordingly. Additionally, if you are registered through our portal you are also able to input those dates with your account on http://next.coherehealth.com .

Thank you and have a wonderful day!

200

IF FAX IS FOR A VISCO AUTH WITH NO J-CODE WHAT TEMPLATE DO YOU USE?

Please supply the J code of the medication being used. STEROID injections DO NOT require prior authorization. If using steroids please withdraw this request. The procedure code 20610/20611 is only required to have prior authorization when it is being used as the service of : Intra-articular Injection (hyaluronic acid viscosupplementation). It is required that you also supply the appropriate J code with the understanding that the only two agents presently covered are Monovisc (J7327) and Orthovisc (J7324). If using any other hyaluronic acid preparation please contact Humana directly at 1-800-523-0023 for approval of medication.

300

IF FAX IS REROUTED FROM HUMANA TO COHERE WITH MISSING INFO WHAT TEMPLATE DO YOU USE?

We have received your request as rerouted to us from Humana - please resubmit your request with a [insert needed information here] so that we may process your request accordingly. Please refax your request with a completed Cohere Part I Fax Form (which can be found under the "Resources" tab on our website at http://coherehealth.com ) at 1-857-557-6787, or submit your request through our Cohere portal with your account at http://next.coherehealth.com .

400

CPT CODE(S)/NON-MSK SERVICES OUT OF SCOPE WHAT TEMPLATE WOULD YOU USE?

CPT code(s) [insert code here] are out of scope for Cohere at this time. For questions regarding auth requests for this/these code(s), kindly contact Humana at 1-800-523-0023.

EMAILS

100

WHEN SENDING A FAX YOU MUST REMOVE WHAT IS ALREADY IN THE BODY OF THE EMAIL AND REPLACE IT BEFORE SENDING? TRUE OF FALSE

TRUE

200

WHAT TEMPLATE IS MOSTLY USED WHEN RESPONDING TO AN EMAIL?

General Email Template

300

SHOULD YOU ALWAYS INCLUDE THE TRACKING NUMBER WHEN RESPONDING TO AN EMAIL?

YES, IT IS BEST TO

400

WHAT TEMPLATE WOULD YOU USE IF A PROVIDER IS INQUIRING ABOUT WEBINARS AND TRAINING?

Webinar inquiry

PHONES

100

WHAT TIME SHOULD YOU BE LOGGED INTO YOUR ASSIGNED AUX?

AT THE TIME YOU ARE SCHEDULED TO START YOUR SHIFT

200

WHEN LOGGING A CALL, DO YOU HAVE TO MANUALLY TYPE YOUR NOTES OR IS THERE A TOOL TO USE?

CALL LOG TOOL

300

WHEN DO YOU USE THE LEFT SIDE TO LOG A CALL?

INBOUND CALLS AND FOR 1ST ISSUE

400

WHEN DO YOU LOG ON THE RIGHT SIDE?

IF THERE IS ADDITIONAL INFO FOR THE SAME SR