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  • Fully Integrated Dual Advantage (FIDA) > Overview and Contacts

    Model of Care

    The overall goal of the FIDA Demonstration is to create an aligned and integrated managed care model for the dually eligible who require home- and community-based long-term care services in which medical, behavioral health and long-term care needs are coordinated.

    For information about provider obligations and responsibilities, see Standard Clauses for Managed Care Provider/IPA Contracts for the Fully-Integrated Duals Advantage Program in the Required Provisions to Network Provider Agreements chapter.

    EmblemHealth’s goals include:

    • Improving access to essential services
    • Improving access to preventive health services
    • Assuring appropriate utilization of services

    EmblemHealth requires providers to use evidence-based practices for their patients in the FIDA Plan. In doing so, EmblemHealth:

    • Develops and employs mechanisms to ensure that service delivery is evidence-based and that best practices are followed in care planning and service delivery
    • Ensures that providers are following best-evidence clinical guidelines through decision support tools and other means to inform and prompt providers about treatment options
    • Identifies and tracks patients to provide patient-specific and population-based support, reminders, data and analysis, and provider feedback
    • Educates providers about evidence-based best practices and supports them through training or consultations in following evidence-based practices so that EmblemHealth can hold providers to the evidence-based practices specific to their practice areas

      For more information about provider performance evaluations, please refer to the Health Care Provider Performance Evaluations section of the Care Management chapter.

      Contact Information

      PROVIDER CUSTOMER CARE ADVOCATES
      1-866-447-9717, Seven days a week (excluding major holidays), 8:00 a.m. to 8:00 p.m.
      Free multi-language interpreter service is available. To access an interpreter, call a Provider Customer Care Advocate for assistance.
      CLAIMS CONTACTS
      Benefit Plan Type of Claim Payor ID Clearing House Submission Address Contact for Inquiries

      GuildNet Gold Plus FIDA Plan
      (Medicare-related services only)

      Professional/
      Hospital

      55247

      Vendor 
      or direct
      submission

      EmblemHealth
      PO Box 2845
      New York, NY 10116-2845

      www.emblemhealth.com 
      or 1-866-447-9717

      Behavioral HealthEmblemHealth
      PO Box 803
      Latham, NY 12110
      GuildNet Gold Plus FIDA Plan
      (Medicaid-related services only)

      Professional/
      Hospital

      55247 

      Vendor/
      Relay Health

      GuildNet
      c/o Relay Health
      1564 Northeast Expy
      MS HQ-2361
      Atlanta, GA 30329 

      1-866-775-8860


       

      Clinical Pharmacy Services (Practitioners)
      1-877-362-5670, Monday through Friday, 8 am to 6 pm
      Retail Pharmacy Services (Pharmacies)

      GuildNet Gold Plus FIDA Plan 
      (Medicare-related services only)

      1-877-793-6253, 24 hours a day, 7 days a week
      Behavioral Health Services
      1-888-447-2526, Monday through Friday, 9 am to 5 pm and 24 hours, 7 days a week for emergencies
      How to Obtain a Prior Approval
      The IDT makes service and authorization decisions. Authorizations between IDT meetings and before the PCSP is developed must be made through EmblemHealth’s Utilization Management process for Medicare-only GuildNet members. Submit requests via the EmblemHealth website: www.emblemhealth.com or call 1-866-447-9717.

      ACTION APPEAL - STANDARD PARTICIPANT, PARTICIPANT DESIGNEE OR PRACTITIONER FILING ON PARTICIPANT'S BEHALF

      Benefit Plan

      What/How/Where to File: Instructions

      Time Frames

      Initial 
      Participant 
      Filing

      EmblemHealth Acknowledges Receipt

      EmblemHealth Determination Notification

      GuildNet Gold Plus FIDA Plan 
      (Medicare-related services only)
      For Medicare Services:
      Write to:
      EmblemHealth
      PO Box 2807, New York, NY  10116-2807

      Telephone (for participants):
      1-855-283-2148
      TTY/TDD: 711

      For Medicaid Services:
      Write to:
      GuildNet
      15 W 66 St, 6th Floor
      New York, NY 10023

      Telephone (for participants):
      1-800-932-4732
      Within 60 calendar days from receipt of written adverse determination

      Within 15 calendar days from receipt of request

      Within 30 calendar days from receipt of request.

      May be extended for up to 14 days for reasons similar to those noted in the EmblemHealth Provider Manual Dispute Resolution chapters.

       Additional Rights: If applicable, will be included in the determination letter

      EXPEDITED ACTION APPEAL PARTICIPANT, PARTICIPANT DESIGNEE OR PRACTITIONER FILING ON PARTICIPANT'S BEHALF

      Benefit Plan

      What/How/Where to File: Instructions

      Time Frames

       Initial 
      Participant 
      Filing
       EmblemHealth Determination Notification


      GuildNet Gold Plus FIDA Plan 
      (Medicare-related services only) 


      Sign in to: www.emblemhealth.com

      Write to:
      EmblemHealth
      PO Box 2807
      New York, NY 10116-2807

      Telephone (for participants):
      1-855-283-2148
      TTY/TDD: 711
      Within 60 calendar days from receipt of written adverse determination

      Paper review unless a participant requests in-person review. As fast as the participant’s condition requires, but no later than within 72 hours of the receipt of the request.

       Additional Rights: If applicable, will be included in the determination letter


       PRACTITIONER COMPLAINT PROCEDURES PRACTITIONER FILING ON HIS/HER OWN BEHALF
      Benefit Plan
      What/How/Where to File: Instructions
       Time Frames
      Initial 
      Participant 
      Filing
      EmblemHealth Acknowledges Receipt EmblemHealth Determination Notification

      GuildNet Gold Plus FIDA Plan 
      (Medicare-related services only) 

      Sign in to: www.emblemhealth.com

      Write to:
      EmblemHealth
      PO Box 2807
      New York, NY 10116-2807
      Within 45 calendar days from event

      Within 15 calendar days from receipt of request 

      Complaint: Within 30 calendar days from receipt of request

      Grievance: Within 45 calendar days from receipt of request

       Additional Rights: Decision is final 


      COMPLAINT - PARTICIPANT, PARTICIPANT DESIGNEE OR PRACTITIONER PROCEDURES FILING ON PARTICIPANT'S BEHALF
       
      Benefit Plan 
       
      What/ How/ Where to File: Instructions 
      Time Frames
      Initial 
      Participant 
      Filing
      EmblemHealth Acknowledges Receipt
      EmblemHealth Determination Notification

      GuildNet Gold Plus FIDA Plan POS
      (Medicare-related services only)

      Sign in to:

      Write to:
      EmblemHealth
      PO Box 2807, New York, NY  10116-2807 

      Telephone (for participants):
      1-855-283-2148
      TTY/TDD: 711
      Within 60 calendar days from from event

      Within 15 calendar days from receipt of request

      Expedited: Decision and notification within 24 hours in certain circumstances.

      For all other circumstances decision and notification within 48 hours from receipt of all necessary information and no more than 7 calendar days from the receipt.

      Standard: Within 30 calendar days from receipt of request.

       Additional Rights: None

      FIDA Plans make resources (such as language lines) available to medical, behavioral, community-based and facility-based long-term services and support (LTSS), and pharmacy providers working with FIDA participants who require culturally, linguistically or disability-competent care.

      Free multi-language interpreter service is available to answer any questions providers and their patients may have about the plan. Services are available in over 200 languages, including English, Spanish, Chinese Mandarin, Chinese Cantonese, Tagalog, French, Vietnamese, German, Korean, Russian, Arabic, Italian, Portuguese, French Creole, Polish, Hindi and Japanese. To get an interpreter, call customer care provider advocates at 1-866-447-9717. When calling, after entering your provider tax ID and selecting an option from the main menu, there are two main routes that will connect you with a customer care provider advocate who will assist you with our interpreter service:

      • Following the main menu, if you do not enter the ID and date of birth of the participant you are calling about, you will hear a list of member plan types, press #7 when you hear “Are you inquiring about a FIDA Member? Press 7.”
      • Following the main menu, if you selected eligibility and benefits; check claim status; verify a referral; pre-certification/prior approval, behavioral health and substance abuse information and other services, you will have the option to hold and be transferred to a customer service advocate.

      Participant Information - Target Population

      FIDA-eligible participants must meet the following three criteria:

      • Age 21 or older
      • Entitled to benefits under Part A and enrolled under Parts B and D, and receiving full Medicaid benefits
      • Reside in a FIDA Demonstration county

      FIDA-eligible participants must also meet one of the following three criteria:

      • Nursing facility clinically eligible (NFCE) and receiving facility-based LTSS
      • Eligible for the nursing home transition and diversion (NHTD) waiver
      • Require community-based LTSS for more than 120 days

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      Glossary terms found on this page:

      An activity of EmblemHealth or its subcontractor that results in:

      • Denial or limited authorization of a service authorization request, including the type or level of service
      • Reduction, suspension or termination of a previously authorized service
      • Denial, in whole or in part, of payment for a service
      • Failure to provide services in a timely manner
      • Failure of EmblemHealth to act within the time frames for resolution and notification of determinations regarding complaints, action appeals and complaint appeals

      Oral or written request for EmblemHealth to review or reconsider an action by EmblemHealth or its subcontractor.

      A determination by EmblemHealth or its agents that an admission, extension of stay or other health care service has been reviewed and, based on the information provided, is not medically necessary.

      Oral or written request from a member or their designee for EmblemHealth to review or reconsider a decision made by the plan.

      Services that have been approved for payment based on a review of EmblemHealth's policies.

      Conditions that affect thinking and the ability to figure things out that affect perception, mood and behavior.

      A range of medical, habilitation, rehabilitation, home care or social services a person needs over months or years to improve or maintain function or health that are provided in the person’s home or a community-based setting such as an assisted-living facility. These home and community-based services are designed to meet an individual’s needs as an alternative to long-term nursing facility care and to enable a person to live as independently as possible. Also called community-based long-term services and supports.

      A health insurance product offered by a health plan company that is defined by the benefit contract and represents a set of covered services. Also called a health benefit plan.

      Services available to a member as defined in his or her contract. Benefit design includes the types of benefits offered, limits (e.g., number of visits, percentage paid or dollar maximums applied) and subscriber responsibility (cost sharing components).

      A process in which an individual, an institution or educational program is evaluated and recognized as meeting certain predetermined standards. Certification usually applies to individuals; accreditation usually applies to institutions.

      An itemized statement of health care services and their costs provided by a hospital, physician's office or other health care facility. Claims are submitted to the insurer or managed care plan by either the plan member or the provider for payment of the costs incurred.

      The government agency responsible for administering the Medicare and Medicaid programs.

      Initial oral or written communication from a member or their designee or provider that expresses discontent with any aspect of their care or coverage with EmblemHealth. Specifically, it is dissatisfaction with:

      • A determination made by the plan, other than a determination of medical necessity or a determination that a service is considered experimental or investigational
      • Treatment experienced through the plan, its providers or contractors
      • Any concern with the plan, its benefits, employees or providers.

      Services rendered by a physician whose opinion or advice is requested by another physician for further evaluation or management of the patient.

      A legal agreement between an individual member or an employer group and a health plan that describes the benefits and limitations of the coverage.

      A medically necessary service for which a member is entitled to receive partial or complete coverage under the terms and conditions of the benefit program, is within the scope of the practitioner's practice and the practitioner is authorized to render pursuant to the terms of the agreement.

      An individual other than the subscriber who is eligible to receive health care services under the member's Certificate of Insurance. Generally, dependents are limited to the subscriber's spouse and eligible children.

      A person authorized by the insured to assist in obtaining access to, or payment to, the insured for health care services. If the insured has already received health care services and has no liability for payment of services, a designee will not be authorized for the purpose of requesting an external appeal.

      A determination of whether or not a person meets the requirements to participate in the plan and receive coverage under the plan.

      A hospital, ambulatory surgical facility, birthing center, dialysis center, rehabilitation facility, skilled nursing facility or other provider certified under New York Public Health Law. A hospice is a facility. An institutional provider of mental health substance abuse treatment operating under New York Mental Hygiene Law and/or approved by the Office of Alcoholism and Substance Abuse Services is a facility.

      A range of medical, social or rehabilitation services a person needs over months or years to improve or maintain function or health that are provided in a long-term care facility such as a nursing home (not including assisted-living residences). Also called facility-based long-term services and supports.
      A Medicare-Medicaid alignment initiative developed to better serve individuals eligible for both Medicare and Medicaid (Medicare-Medicaid enrollees). Also called fully-integrated duals advantage demonstration.
      A managed care plan under contract with the Centers for Medicare & Medicaid Services and the State to provide the fully-integrated Medicare and Medicaid benefits under the FIDA demonstration. Also called fully-integrated duals advantage plan.

      A request to change an adverse determination that was based on administrative policies, procedures or guidelines.

      A professionally licensed individual, facility or entity giving health-related care to patients. Physicians, hospitals, skilled nursing facilities, pharmacies, chiropractors, nurses, nurse-midwives, physical therapists, speech pathologist and laboratories are providers. All network providers are health care providers, but not all providers are network providers.

      An institution which provides inpatient services under the supervision of a physician, and meets the following requirements:

      • Provides diagnostic and therapeutic services for medical diagnosis, treatment and care of injured and sick persons and has, as a minimum, laboratory and radiology services and organized departments of medicine and surgery
      • Has an organized medical staff which may include, in addition to doctors of medicine, doctors of osteopathy and dentistry
      • Has bylaws, rules and regulations pertaining to standards of medical care and service rendered by its medical staff
      • Maintains medical records for all patients
      • Has a requirement that every patient be under the care of a member of the medical staff
      • Provides 24-hour patient services
      • Has in effect agreements with a home health agency for referral and transfer of patients to home health agency care when such service is appropriate to meet the patient's requirements

      The group of individuals who provide person-centered care coordination and care management to participants in a FIDA plan. Each participant will have an interdisciplinary team (IDT). Each IDT will be comprised, first and foremost, of the participant and/or his or her designee, and the participant’s designated care manager, primary care physician, behavioral health professional, home care aide, and other providers either as requested by the participant or his or her designee or as recommended by the care manager or primary care physician and approved by the participant and/or his or her designee. The IDT facilitates timely and thorough coordination between a FIDA plan and the IDT, primary care physician and other providers. The IDT makes coverage determinations. Accordingly, the IDT’s decisions serve as service authorizations, may not be modified by a FIDA plan outside of the IDT, and are appealable by the participant, their providers and their representatives. IDT service planning, coverage determinations, care coordination and care management are delineated in the participant’s person-centered service plan and are based on the assessed needs and articulated preferences of the participant.



      An organization comprised of individual physicians or physicians in group practices that contracts with the managed care organization on behalf of its member physicians to provide health care services. Also called an Independent Practice Association.

      Acronym for Medicare Advantage. An alternative to the traditional Medicare program in which private plans run by health insurance companies provide health care benefits that eligible beneficiaries would otherwise receive directly from the Medicare program.

      Any form of health plan that uses selective provider contracting to have patients seen by a network of contracted providers and that requires prior approval of certain services.

      A jointly funded federal and state program that provides hospital and medical coverage to the low-income population and certain aged and disabled individuals.

      Health care that is rendered by a hospital or a licensed or certified provider and is determined by EmblemHealth to meet all of the criteria listed below:

      • It is provided for the diagnosis or direct care or treatment of the condition, illness, disease, injury or ailment.
      • It is consistent with the symptoms or proper diagnosis and treatment of the medical condition, disease, injury or ailment.
      • It is in accordance with accepted standards of good medical practice in the community.
      • It is furnished in a setting commensurate with the member's medical needs and condition.
      • It cannot be omitted under the standards referenced above.
      • It is not in excess of the care indicated by generally accepted standards of good medical practice in the community.
      • It is not furnished primarily for the convenience of the member, the member's family or the provider.
      • In the case of a hospitalization, the care cannot be rendered safely or adequately on an outpatient basis or in a less intensive treatment setting and, therefore, requires the member receive acute care as a bed patient.

      The fact that a provider has prescribed a service or supplies care does not automatically mean the service or supply will qualify for reimbursement under the EmblemHealth plan. To be eligible for reimbursement by EmblemHealth, all covered services must meet EmblemHealth's medical necessity criteria, described above.

      Medically necessary with respect to Medicaid and Family Health Plus members means health care and services that are necessary to prevent, diagnose, manage or treat conditions that cause acute suffering, endanger life, result in illness or infirmity, interfere with a person's capacity for normal activity or threaten some significant handicap.

      A nationwide insurance program for the disabled and people age 65 and over, created by the 1965 amendments to the Social Security Act and operated under the provisions of the Act. It consists of two separate but coordinated programs, Part A and Part B.

      An individual and each of his or her eligible dependents, including Medicare beneficiaries who are enrolled or participate in a benefit program and who are entitled to receive covered services from the practitioner pursuant to such benefit program and the terms of the practitioner's agreement.

      The group of physicians, hospital, and other medical care providers that a specific plan has contracted with to deliver medical services to its members.

      A physician, hospital or other provider who has signed an agreement to covered services to EmblemHealth plan members. A network provider is a member of the EmblemHealth network of network providers applicable to the member's certificate. Therefore, they are sometimes referred to as participating providers. Payment is made directly to a network provider. Please consult the EmblemHealth Directory or go online to search for network providers.

      The state regulatory agency that certifies reimbursement methods and rates to hospitals and reviews HMO activities in the state of New York. Also called NYSDOH.

      A type of health benefit plan that allows enrollees to go outside the health plan's provider network for care, but requires enrollees to pay higher out-of-pocket fees when they do. Also called Point of Service.

      A health plan that offers benefits in-network and out-of-network. In-network services are available to enrollees at lower out-of-pocket cost than the services of non-network providers. In addition, PPO enrollees may self-refer to any network provider at any time. Also called a Preferred Provider Organization.

      The process of obtaining advanced approval of coverage for a health care service or medication. The request for services is reviewed to assess medical necessity and appropriateness of elective hospital admissions and non-emergency outpatient services before the services are provided. Also called pre-authorization or pre-certification or pre-determination.

      A medical practitioner or covered facility recognized by EmblemHealth for reimbursement purposes. A provider may be any of the following, subject to the conditions listed in this paragraph:

      • Doctor of medicine
      • Doctor of osteopathy
      • Dentist
      • Chiropractor
      • Doctor of podiatric medicine
      • Physical therapist
      • Nurse midwife
      • Certified and registered psychologist
      • Certified and qualified social worker
      • Optometrist
      • Nurse anesthetist
      • Speech-language pathologist
      • Audiologist
      • Clinical laboratory
      • Screening center
      • General hospital
      • Any other type of practitioner or facility specifically listed in the member's Certificate of Insurance as a practitioner or facility recognized by EmblemHealth for reimbursement purposes

      A provider must be licensed or certified to render the covered service. The covered service must be within the scope of the Provider's license or certification.

      A recommendation by a physician that an enrollee receive care from a specialty physician or facility.

      The use of one or more drugs for purposes other than those for which they are prescribed or recommended.

      A review to determine whether covered services that have been provided or are proposed to be provided to a member, whether undertaken prior to, concurrent with or subsequent to the delivery of such services are medically necessary. Also called Coordinated Care.

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