Welcome to the first installment of our weekly updates as we move through the process of modernizing our Medicaid provider payment system through the COMMIT project. We hope these regular updates will assist you in supporting your membership and networks as we work through the challenges involved with launching a new system of this size and complexity. In short, this update is intended to:
- Highlight new resources for provider assistance
- Share timely fixes for known issues and updates on progress for ongoing issues
We've heard from many providers and want to continue to hear their issues and challenges. Please urge providers to use the Health First Colorado Provider Call Center at 1-844-235-2387, where hold times have dropped dramatically since our initial launch.
Additionally, here are two key updates for providers:
Interim Payments for Providers in Financial Distress:
Call center options now include a direct pathway to requesting interim payments from the Department while provider issues are resolved. Interim payments are meant to provide temporary relief to providers until their claims are processed correctly and will offset the balance of claims billed to the Department. Struggling providers can call the Health First Colorado Provider Call Center at 1-844-235-2387 and select option 2 to "speak with an agent" and then option 4 to inquire about interim payment options.
Call Center Wait Times:
With the hiring of additional staff in the call center, wait times are continuing to decrease. On Monday (5/8) the call center handled 1,012 calls - nearly half were complex claims questions and issues - and did so with an average speed of answer for all call types of one minute, 15 seconds with a maximum hold time of just 23 minutes. We understand that wait times continue to present a challenge to providers and their staffs. We have and will continue to dedicate serious attention to reducing hold times as well as attempting to provide issue resolution in just one contact wherever possible. Please urge providers to continue to use the call center at 1-844-235-2387 as the path to the quickest resolution of their issues.
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