Prior Authorization Appeal & Resubmission
A prior authorization notification is sent to all parties. There may be times when PCHP says we will not pay for or cover all or part of the care that has been recommended. This is known as an adverse determination. Members have the right to ask for an appeal of this determination. The member can have someone help them with the appeal process. This person can be a PCHP Member Advocate, family member, friend, their doctor, or another person.
Although a member or their legally authorized representative are only allowed to appeal an adverse determination. A provider may do so with consent from the member.
A member, their legally authorized representative or a provider with the members consent can submit an appeal:
- Online on our Member Portal.
- By calling Member Services:
- 1-888-672-2277 STAR
- 1-888-814-2352 CHIP
- By authorizing their provider to submit it on their behalf, by completing this form.
- By mailing a letter to:
Parkland Community Health Plan
Attention: Member Advocate
P.O. Box 560347
Dallas, TX 75356
How will I find out if services are denied?
If we deny services, we will notify the member or members LAR and the member’s provider of our determination. A notice of action (NOA) determination will be provided in writing in case of a denial or limited authorization of a requested service, including the denial in whole or part of payment for a service; the denial of a type or level of service; and/or the reduction, suspension, or termination of a previously authorized service.
What are the timeframes for the appeal process?
A member’s request for an appeal of denied or limited services including medication covered by PCHP must be filed within 60 calendar days from the date of the decision letter.
To ensure continuity of currently authorized services, the member must file the appeal on or before the later of 10 days following PCHP mailing of the notice of the action or the intended start date of the proposed adverse benefit determination.
The resolution of the members appeal can be extended up to 14 calendar days of the appeal if the member asks for more time, or if PCHP can show that we need more information. We can only do this if more time will help the member. We will send all parties a letter telling why we asked for more time.
In some cases, the member has the right to receive an expedited decision. If the member is in the hospital or experiencing a medical emergency that is being limited or denied, a member can call and ask for an expedited appeal
Expedited (Emergency) Medical Appeal
A member may request an expedited (emergency) medical appeal verbally or in writing in cases where time expended in the standard resolution could jeopardize the member’s life, health, or ability to attain, maintain, or regain maximum function. An expedited (emergency) medical appeal concerns a decision or action by PCHP that relates to:
- Health care services including, but not limited to, procedures or treatments for a member with an ongoing course of treatments ordered by a health care provider, the denial of which, in the provider’s opinion, could significantly increase the risk to a member’s health or life
- A treatment referral, service, procedure, or other health care service that if denied could significantly increase risk to a member’s health or life
After PCHP gets the member’s letter or call and agrees their request for an appeal should be expedited, we will send them a letter with the answer to their appeal. We will do this within 72 hours from receipt of the appeal request.
If the member’s appeal is about an ongoing emergency or hospital stay, we will call them with our decision within 1 business day from the receipt of their appeal request. We will also send them a letter with the answer to their appeal within 3 business days.
If we do not agree that the member’s request for an appeal should be expedited, we will call them right away. We will send them a letter within 2 calendar days to let them know how the decision was made and that their appeal will be reviewed through the standard review process.
STAR Members
The member or the member’s LAR has the option of requesting a State Fair Hearing and an external medical review at the same time. The member must ask for the State Fair Hearing and external medical review within 120 days of the date on the PCHP letter that tells of the decision being challenged.
Or the member or member’s LAR has the option of requesting only a State Fair Hearing no later than 120 days of the date of the PCHP appeal decision notice. At any time during or after the PCHP appeals process.
If a member, as a member of the health plan, disagrees with the health plan’s decision, the Member has the right to ask for a State Fair Hearing.
The member may name someone to them by contacting the health plan and giving the name of the person the member wants to represent him or her. A provider may be the member’s representative if the provider is named as the Member’s authorized representative.
The member or the member’s representative must ask for the State Fair Hearing within 120 days of the date on the health plan’s letter that tells of the decision being challenged. If the member does not ask for the State Fair Hearing within 120 days, the member may lose his or her right to a State Fair Hearing. To ask for a State Fair Hearing, the member or the member’s representative should either send a letter to the health plan at
- Mail: Parkland Community Health Plan
ATTN: State Fair Hearing
P.O. Box 560347 Dallas, TX 75356 - Call: 1-888-672-2277
If the member asks for a State Fair Hearing within 10 days from the time the member gets the hearing notice from the health plan, the member has the right to keep getting any service the health plan denied, based on previously authorized services, at least until the final hearing decision is made. If the member does not request a State Fair Hearing within 10 days from the time the member gets the hearing notice, the service the health plan denied will be stopped.
If the member asks for a State Fair Hearing, the member will get a packet of information letting the member know the date, time, and location of the hearing. Most State Fair Hearings are held by telephone. At that time, the member or the member’s representative can tell why the member needs the service the health plan denied.
HHSC will give the member a final decision within 90 days from the date the member asked for the hearing.
If a member, as a member of the health plan, disagrees with the health plan’s internal appeal decision, the member has the right to ask for an external medical review. An external medical review is an optional, extra step the member can take to get the case reviewed for free before the State Fair Hearing. The member may name someone to represent him or her by writing a letter to the health plan telling the MCO the name of the person the member wants to represent him or her. A provider may be the member’s representative. The member or the member’s representative must ask for the external medical review within 120 days of the date the health plan mails the letter with the internal appeal decision. If the member does not ask for the external medical review within 120 days, the member may lose his or her right to an external medical review. To ask for an external medical review, the member or the member’s representative should either:
Fill out the ‘State Fair Hearing and External Medical Review Request Form’ provided as an attachment to the Member Notice of MCO Internal Appeal Decision letter and mail or fax it to PCHP by using the address or fax number at the top of the form;
- Call PCHP at 1-888-672-2277.
- Email PCHP at PCHPComplaintsandAppeals@phhs.org
If the member asks for an external medical review within 10 days from the time the health plan mails the appeal decision, the member has the right to keep getting any service the health plan denied, based on previously authorized services, at least until the final State Fair Hearing decision is made. If the member does not request an external medical review within 10 days from the time the member gets the appeal decision from the health plan, the service the health plan denied will be stopped.
The member, the member’s authorized representative, or the member’s LAR may withdraw the member’s request for an external medical review before it is assigned to an Independent Review Organization or while the Independent Review Organization is reviewing the member’s external medical review request. The member, the member’s authorized representative, or the member’s LAR must submit the request to withdraw the EMR using one of the following methods: (1) in writing, via United States mail, email, or fax; or (2) orally, by phone or in person. An Independent Review Organization is a third-party organization contracted by HHSC that conducts an external medical review during member appeal processes related to adverse benefit determinations based on functional necessity or medical necessity. An external medical review cannot be withdrawn if an Independent Review Organization has already completed the review and made a decision.
Once the external medical review decision is received, the member has the right to withdraw the State Fair Hearing request. The member may withdraw a State Fair Hearing request orally or in writing by contacting the hearings officer listed on Form 4803, Notice of Hearing.
If the member continues with a State Fair Hearing and the State Fair Hearing decision is different from the Independent Review Organization decision, the State Fair Hearing decision is final. The State Fair Hearing decision can only uphold or increase member benefits from the Independent Review Organization decision.
If a member believes that waiting for a standard external medical review will seriously jeopardize the member’s life or health, or the member’s ability to attain, maintain, or regain maximum function, the member or member’s representative may ask for an emergency external medical review and emergency State Fair Hearing by writing or calling PCHP. To qualify for an emergency external medical review and emergency State Fair Hearing the member must first complete PCHP’s internal appeals process.
CHIP Members
If the child has a life-threatening condition or we deny prescription drugs or intravenous infusions that are already being received, the member, someone acting on their behalf, or the provider can ask for an immediate review by an Independent Review Organization. The member does not have to go through the PCHP internal appeal process first.
An Independent Review Organization (IRO) is an organization that has no connection to us or the doctors that were previously involved in your treatment or decisions made by us about services that have not been given.
Maximus Federal Services, Inc. is the Independent Review Organization that will conduct an external review when requested.
A member can ask for an IRO review by filling out the “Request for a Review by an Independent Review Organization” form that is sent with the decision letter. Complete, sign, and return the HHS-Administered Federal External Review Request Form to MAXIMUS Federal Services to request an external review.
Please note that a release of medical information to MAXIMUS Federal Services is included as part of the request form. It must be signed by the member or the member’s legal guardian.
Mail or fax the form along with the Adverse Determination notice received directly to:
- MAXIMUS Federal Services
3750 Monroe Avenue, Suite 705
Pittsford, NY 14534
- Phone: 1-888-866-6205 (toll-free)
- Fax: 1-888-866-6190
The member can also submit the external review request online at externalappeal.com under the “Request a Review Online” link in the heading. If the member has any questions or concerns before or during the external review process, they can call MAXIMUS at the above number. The member can submit additional written comments to the external reviewer at the MAXIMUS mailing address above. If any additional information is submitted, it will be shared with Parkland Community Health Plan to give us an opportunity to reconsider the denial.