Escalations
How do we escalate our issues to the different teams at Centerlight?
What is via email
What is one way to determine that a service plan was entered by Clinical Review?
What is CPT codes in the comments section, documents attached to the service plan and auth, and an asterick on the service description, assessments attached to the service plan.
Do we document calls when the provider doesn't answer?
What is Yes
If a participant refuses to reschedule or schedule an appointment that you entered an encounter for what should you do to the encounter and the service plan?
What is cancel the encounter and deny the service plan.
Where can you find what sites the participants are attached to?
What is the demographics tab
What department do we escalate our participant issues to if we need assistance in getting in contact with the participant?
What is the CM, CHN, and site?
What is the email address for this team?
What is clinicalreview@centerlight.org
Where do we document if the participant has a change in address?
What is the Call Center assessment
What is the phone number that participants can use to notify Centerlight of any updates or have any requests? and where can the number be found?
What is 1-833-252-2737 and on Centerlighthealthcare.org website
Where can you find the name of the Care Manager for the participants?
What is the Member assignments tab under internal
What department do we escalate our provider issues to?
What is provider relations
How many days does it take Clinical Review to take to make a determination on the requests?
What is 7 days.
When do we fill out the Team processing assessment?
What is when someone fills out a scheduling request assessment
What is the fax number and email address where all participant documents should be sent?
What is 929-233-7888 and what is visitdocumentation@centerlight.org
If a note is uploaded for a participant where can this note be located?
What is the encounter screen (attached to the encounter for that specific appointment/ note)
If a dental office tells you that they do not take Centerlight through Liberty dental which department should you escalate this information to?
What is provider relations
Where does the Clinical Review tasks trigger to? and what are the three different groups that trigger?
What is the worklist and what is the CR approvals, OON, and dismissals
What assessment can we find what mode of transportation the participant uses?
What is the Transportation assessment
What is the email address to notify transportation of a change, and what is the email address if there is an issue with the participants aide or if you need an aide placed for an appointment?
What is Cltransportationrequest and Clservicerequest
What is an easy way to find the service plan connected to the encounters?
What is the encounter screen under the scheduled appointments
If the participant communicates that they would like to see their PCP and its a Centerlight PCP who would you escalate the issue to?
Who is the MPM and MA
What is fax the approval letter to the provider
What is the name of the assessment that should be filled out if the participant has a complaint?
What is the grievance assessment
Who can take appointment requests from participants? And what assessment would they fill out to trigger to the scheduling team?
Who is everyone at Centerlight and what is the scheduling request: Initial assessment
Where can you find out if the participant attends day care? and what are the service groups? Does Centerlight provider day care services and Can the participant receive outpatient day care services? Can the participant receive both Centerlight and outpatient day care services?
What is the Service plan service plan screen
What is the Centerlight orders and Day Program service description
What is Yes for both
What is No