Concord, NH – The New Hampshire Department of Health and Human Services (DHHS) is providing an update on its first full week of the newly launched Medicaid Care Management (MCM) Program. According to daily call statistics reported to DHHS by the three contracted health plans, Meridian, NH Healthy Families and Well Sense, call volume has been what was expected, and issues that have come up have been quickly resolved. The MCM Program launched Sunday, December 1, 2013.
“We are pleased with the transition thus far,” said DHHS Commissioner Nicholas Toumpas. “We had a very thorough implementation plan and the issues that have come up are the types of things we anticipated and planned for. That said, we continue to closely monitor daily operations of all three health plans and our internal processes so that we can take care of clients and providers needs as they arise.”
The area where there has been some difficulty was with pharmacy claims, where it is imperative that the pharmacy knows which health plan the customer has selected in order to process the transaction. DHHS and all 3 health plans did extensive outreach to pharmacies over the past week to resolve the issue. “Though some instances have required work behind the scenes to assure continuity of care and timely payment,” said Deputy Medicaid Director Lisabritt Solsky, “in nearly every such instance, the challenges were resolved rapidly and the member experience was smooth.”
All MCM participants should now have their health plan identification cards, but should not discard their Medicaid cards. Many of the issues that surfaced over the first week of operations should be resolved as a result of members having their new health plan identification cards. Provider education and outreach will continue over the coming weeks. Each health plan operates a member call center where members can call to have their questions answered; providers with questions should call provider relations with the respective health plans.
Information about MCM and the Health Plans is available on the DHHS website: www.dhhs.nh.gov.