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In order to notify providers of Utilization Management (UM) activity in an expedient manner, Fidelis Care would like to remind providers that messages may only be left for providers if the provider’s voicemail box is HIPAA complaint.
Voicemail Requirements – Mailbox greetings need to specifically identify the owner of the mailbox, the name of the owner’s organization, and state that the mailbox is confidential and Personal Health Information (PHI) can be left.
If these requirements are met, a detailed message will be left. If the voicemail box is not deemed HIPAA compliant, the UM department will leave a generic message and request a call back. When attempting to notify the provider of a UM determination, a second attempt to reach the provider directly will be made, as required by the Department of Health Reasonable Effort Policy.
If you have any further questions or concerns, please contact your Provider Relations Specialist. To find your designated representative, please visit Contact Your Designated Provider Relations Specialist.
Thank you for partnering with Fidelis Care to provide timely notification and care for your patients!
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