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Response from Provider Relations staff at HCPF regarding the many challenges being experienced due to the new claims payment system, the Colorado interChange, for processing payments for Health First Colorado (Medicaid) and Child Health Plan Plus (CHP+):
"We are still working to resolve the issue of long wait times and dropped calls at the HPE Call Center. HPE is hiring new agents and training them as quickly as possible, but a newly minted Call Center Rep won’t have the depth and breadth of experience that more seasoned reps will have in time. We are grateful that many of our reps have previous experience with Xerox and are able to “translate” provider concerns more easily.
We are also being impacted by a high number of provider calls that could have been resolved by using our online resources, which we update on a daily basis. Please be sure that your colleagues are aware of our online resource page: https://www.colorado.gov/hcpf/
Our EDI Support page at https://www.colorado.gov/hcpf/
We are concerned to hear about patient prescription issues, as those need to be resolved immediately for our members. Are the safety net clinics getting the support they need from Magellan to resolve those issues? If not, please send me the pertinent data and I’ll get the issue escalated internally.
Finally, we have established a tracking form to report issues we hear about from our providers. This list of issues is reviewed and triaged daily so that we can address systems issues as they are reported and assist providers who are in critical need of support in order to meet payroll, etc. HPE is performing systems changes every evening starting around 7pm, often running until midnight. We hope that these changes will soon help providers move through the system more easily."
"We are still working to resolve the issue of long wait times and dropped calls at the HPE Call Center. HPE is hiring new agents and training them as quickly as possible, but a newly minted Call Center Rep won’t have the depth and breadth of experience that more seasoned reps will have in time. We are grateful that many of our reps have previous experience with Xerox and are able to “translate” provider concerns more easily.
We are also being impacted by a high number of provider calls that could have been resolved by using our online resources, which we update on a daily basis. Please be sure that your colleagues are aware of our online resource page: https://www.colorado.gov/hcpf/
Our EDI Support page at https://www.colorado.gov/hcpf/
We are concerned to hear about patient prescription issues, as those need to be resolved immediately for our members. Are the safety net clinics getting the support they need from Magellan to resolve those issues? If not, please send me the pertinent data and I’ll get the issue escalated internally.
Finally, we have established a tracking form to report issues we hear about from our providers. This list of issues is reviewed and triaged daily so that we can address systems issues as they are reported and assist providers who are in critical need of support in order to meet payroll, etc. HPE is performing systems changes every evening starting around 7pm, often running until midnight. We hope that these changes will soon help providers move through the system more easily."
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