We want you to be happy with the health care and service you get. Let us know if a doctor, hospital, or we do something that you’re unhappy about. We will try to fix any problems over the phone. If you do not like something or we cannot fix your problem, you can file a grievance or an appeal.
Call Member Services if you need help or have questions about how to file a grievance or appeal. You cannot be punished for filing a grievance or appeal. You can have someone file an appeal for you or speak for you. If you want to have someone file an appeal or speak for you, we will need to have your approval in writing.
You or your representative can get help with a grievance or appeal by asking for a Member Advocate. A Member Advocate can help you:
A grievance is a statement of unhappiness, like a complaint, and can either be filed in writing or verbally over the phone. A grievance can be about any service you received from a doctor or us.
Note: Do not file a grievance if you have received a denial of benefits for health care service. Those matters are handled as appeals. Find information about how to file an appeal below.
Some examples of a grievance are:
You can send or attach any papers to the grievance form that will help us look into the problem. You can find the grievance form below.
You can contact us at:
Highmark Health Options West Virginia Attn: Appeals and Grievances 614 Market Street Parkersburg, WV 26101
1-833-957-0020 (TTY: 711)
How do you file a grievance?
A grievance may be filed at any time. You can talk to us or write to us.
What happens after you file a grievance?
After you file a grievance, we will send you a letter within 5 business days. This letter will tell you that we have received your grievance. It will include information about the grievance process and your rights, including your right to:
Your grievance will be reviewed by one of our staff members who has not been involved with your grievance but knows the most about your issue. A decision will be made within 30 calendar days after we receive your grievance. After a decision is made, a decision letter will be mailed to you. This letter will tell you the reason(s) for the decision.
What if you need help during the grievance process?
If you need help filing a grievance, understanding the grievance process, or getting information for us to review, call a Member Advocate at 1-855-430-9852 or Member Services.
If you are informed of a denial of benefits, you can file an appeal. An appeal gives you a chance to say why you disagree with a denial of benefits. Appeals must be requested within 60 calendar days of the date on the top of your denial letter.
A denial of benefits means:
When you receive a letter telling you that your request for services is denied, you have the right to ask for an appeal. The appeal process is a review of the decision to deny or limit the service you asked for. This includes:
You can win or lose the appeal. If you lose the appeal, you can appeal a second time by asking for a State Fair Hearing.
If you are denied benefits, you or your representative may ask for a copy of the rules used to make the decision by calling 1-833-957-0020 (TTY: 711) or by writing to:
Note: Highmark Health Options does not reward health care providers for delaying, limiting, or denying health care services or benefits. Our staff does not get paid from Highmark Health Options or any other provider for making decisions about benefits or medically necessary services that result in less or more health care coverage and services.
You or your representative, including an attorney, can ask for an appeal from Highmark Health Options if you disagree with a denial. If a representative or doctor files an appeal for you, you must give them your approval in writing. If a representative or doctor files an appeal for you, you cannot file a separate appeal on your own. You have the right to submit written comments, documents, or other information about the appeal.
How can you file an appeal?
When you file your appeal, include:
Use this address. Include any information that will help us review your appeal:
When should you file an appeal?
You or your representative must file your appeal within 60 calendar days of the date of the Notice of Adverse Benefit Determination letter. This is the letter that tells you a service was denied or limited.
What can you do to continue getting services during the appeal process?
You may ask to continue to receive services during the appeal process if:
If we continue your services during the appeal process, we will cover these services until:
What happens after you file an appeal?
You will get a letter from us within 5 business days. This letter will tell you that we have received your appeal. It will also include information about the appeal review process. You may have someone represent you. You or your representative may submit additional information and ask to look over all documents for the appeal.
You may also request a copy of the information used to review your appeal free of charge. In addition, you or your representative have the right to give additional information in person at the time of the appeal hearing, in writing, by phone, or by fax to 1-833-841-8074.
An Appeals Committee will review your appeal and make a decision. The committee members include a representative of the State, a physician, and a representative from our Quality Department or their designee. The committee members have not been previously involved with the issue of your appeal.
You or your representative may extend the time frame for making the appeal decision for up to 14 calendar days. We may also extend the time frame for decision up to 14 calendar days if additional information is necessary and the delay is in your best interest. If we extend the time frame, we will call you and send you a written notice with the reason for the delay.
A decision letter will be mailed to you within 30 calendar days of the date you filed your appeal or within 2 business days of the decision, whichever is sooner. This letter will tell you the reason for our decision and your further appeal rights. This includes your right to ask for a State Fair Hearing.
What if you need help during your appeal?
If you need help filing an appeal, figuring out the appeal process, or getting information for us to review, call a Member Advocate or Member Services. If you need a translator, we will arrange one for you at no cost.
What if you do not agree with our appeal decision?
If you do not agree with our decision, you or your representative may ask for a State Fair Hearing.
What should you do if you need a decision in less than 30 days?
If you think that waiting up to 30 calendar days for an appeal decision could cause you serious health concerns, you or your representative may ask for an expedited (fast) appeal.
You, your representative, or doctor can ask for a fast appeal by talking or writing to us. If we agree that you should get an appeal decision faster, you will receive a decision within 72 hours. If we do not agree, we will tell you by phone within 2 calendar days of getting your request that your appeal will follow the standard appeal process. You will also receive a letter stating your appeal will be processed as a standard appeal. It will also include information about the appeal review process.
You or your representative may submit additional information and may ask to look over all documents for the appeal. You may also request a copy of the information used to review your appeal free of charge. You or your representative have the right to give additional information in person at the time of the appeal hearing, in writing, by phone, or by fax:
Fax: 1-833-547-2022
What happens after you file a fast appeal?
You, your representative, or doctor may:
An Appeal Committee will review your appeal and make a decision. The Appeal Committee members include a representative of the State, a physician, and a representative from our Quality Department or their designee. The committee members have not been involved with the issue of your appeal.
You will be verbally notified of a decision within 72 hours of the date you filed your fast appeal. The letter will tell you the reason for the decision and your further appeal rights. This includes the right to ask for a State Fair Hearing.
A State Fair Hearing is an appeal process given by the State of West Virginia. You may ask for a State Fair Hearing by contacting the West Virginia Department of Human Services (DoHS). A State Fair Hearing must be requested within 120 calendar days of the date on the appeal decision notice.
Why do you get a State Fair Hearing?
You or your representative may ask for a State Fair Hearing if:
You can ask for a State Fair Hearing by contacting:
DoHS Bureau for Medical Services Office of Medicaid Managed Care 350 Capitol Street, Room 251 Charleston, WV 25301-3708
When should you file a State Fair Hearing?
If you or your representative are not happy with an appeal decision, you may ask for a State Fair Hearing within 120 calendar days of the date on the Appeal Notice of Resolution.
What happens after you file a State Fair Hearing?
You or your representative will get a letter from the State Fair Hearing officer that will tell you the date, time, and place of the hearing. The hearing can be held in person or by phone. The letter will also tell you what you need to know to get ready for the hearing.
You or your representative may review all papers regarding the State Fair Hearing. We will also have a representative at a State Fair Hearing.
How do you continue getting services during the State Fair Hearing process?
If you were previously authorized and getting services that we are now terminating, suspending, or reducing, you may ask to continue getting services if:
If we continue your services during the State Fair Hearing process, we will continue to cover these services until:
It is important to know that you may have to pay for the services you received while your State Fair Hearing was being decided if the final decision is not in your favor. If the decision was in your favor, Highmark Health Options will arrange for these services right away.
What if you do not like the State Fair Hearing decision?
If you or your representative are unhappy with the State Fair Hearing decision, you can ask for a judicial review in Superior Court. To do this, you must file with the clerk (prothonotary) of the Superior Court within 30 calendar days of the date of the State Fair Hearing decision.
