| I am unable to log into the PiP, what should I do? Step 1: Check the error message: If it starts with "You have entered an invalid username or password" go to Step 2. If the message ends with "Please contact the CSD Helpdesk via email or at (310) 630-2300 if you need access to the PiP." Contact the CSD Helpdesk via email or at (310) 630-2300 and tell them your PiP account is INACTIVE. Otherwise contact the CSD Helpdesk and explain what happens. Step 2: Check your Username and Password: Your username is only letters, no \ or @. The password contains at least 7 characters, including at least one capital letter and one number. If you are a group user, try http://PiP when you are on the HCP network. If you are a group user with an HCPWEB account for the external PiP, remember username and password can be different than your HCP account. Contact the CSD Helpdesk via email or at (310) 630-2300 and ask them to RESET your HCPWEB password. |
| How do I sign on to Referral Management System? On this website you will see a menu on the left hand side - click on Referral Management. Locate where it says "To access our Automated Referral Management System click here" Click on the box that states "To register for a password or request more information - then follow the sign up instructions. |
| Who do I contact if I have question about the status of my referral? Your Regional Care Management Department. If you are on Referral Management System - you can access the system directly and look up the authorization. |
| How do I get a member's address corrected in Referral Management System? Go to Main menu in Referral Authorization System and under support - go to Member request for address/phone number change. |
| What can I expect for a turn around time or review of my request? 5 days for a routine request, 72 hours for a non-routine (expedited) request. |
| What qualifies as an urgent/emergent referral? CMS defines expedited as: Time sensitive situations in which the standard time frame for issuing determinations could seriously jeopardize the life or health of the member, or the membe's ability to regain maximum function. |
| What do I if I cannot find the specialist/facility that I want to refer to? Complete your request and pick "Provider not listed" in the "referred to" field, please note who you want to refer to in the Reasons box and why there is a need to utilize this specialist over the one that is listed. |
| Who do I contact to discuss a medical necessity denial? Contact the Physician Reviewer at the phone number listed under the denial reason. |
| How do I handle a retro request for a service done last week in my office? Final retrospective review of your request may be obtained by mailing the request to Healthcare Partners' IMCS Retro Review Department at 19191 S. Vermont Suite 700, Torrance, CA 90502. Please include the completed request for service and relevant clinical information and an explanation of why authorization was not obtained earlier. Alternatively, you may submit a claim for the services with relevant clinical information, following the usual claims submission process. |
| How do I handle a retro request for a procedure on someone that I just saw in my office? If you are a user of Referral Management System - please submit request through HCP Connect. If not please follow the procedure for signing on the the Referral Management System. |
| How do I obtain additional training on Referral Management System for my staff? Please contact your provider liaison or your regional Care Management Department. |
