Provider Orientation Customer Service

DepartmentPresented by Gene McRae, Customer

Service Director, Carolyn Monroe West, ME&E Coordinator, Mike Markoff,

Customer Service Coordinator

Customer Service Department

Customer Service is the Sandhills Center link to the members and the public.

This is accomplished via the 1-800-256-2452 toll free phone line.

The Customer Service Department has three sections:• Customer Service Representatives• Member Eligibility and Enrollment

• Clinical Triage and Referral

Customer Service Representatives:

These staff answer the 1-800 phone line and determine if the caller needs:

• Clinical screening triage and referral• Information about behavioral health services• Information about community resources• Enrollment information• Make a complaint• Initiate an appealCallers to the 1-800 line will be asked if the call is a

crisisand if it is, they will be immediately transferred to alicensed clinician for further assistance

Customer Service

Clinical Triage and ReferralGoal

• The primary goal is to perform initial Screening, Triage and referrals of members from our nine county of residence.• Our ultimate goal is to ensure all persons who have a need

for MH/IDD/SA service have access to quality service providers on a 365’s days per year 24 hours a day basis provided by a Licensed Clinical Specialist.

Background• The Health Call Center was established March 31, 2009• The Director is a Licensed Professional

Clinical Triage and Referral Continued…

This section is staffed by licensed clinicians who screenclients and link them to appropriate service. This mayinclude:• An appointment at an outpatient clinic near them• Linkage to Crisis Services• Information on services and providers near them to allow for

member choice• The Medical Director is readily available for direct consultation• The Call Center operates during normal business hours

Monday through Friday 8:00 a.m. to 11:00 p.m.• There is a contractual agreement with Cardinal Innovations

who mirrors these services during After HoursNote: Members are provided with choices based upon their clinical need,

proximity,payer, and time frame needs

Calcium Calendar Scheduling System:

• Providers are required to have a contractual agreement with SHC.

• Maintain an appointment/follow up status system through the use of Calcium Calendar, an electronic system.

• Appointments are scheduled by the HCC on the Provider’s Calcium Calendar to perform comprehensive assessments of referred members.

• Providers must contact the HCC Director to request being set up on Calcium Calendar; (Form is located under Provider Forms).

Customer Service

Member Eligibility&

Enrollment

ME & E

ME & E

ME & E

ME & E

ME & E

ME & E

Customer Service

Customer Service Handbook Information

Customer Service

Access to ServicesAccess to Services

• Who is eligible to receive State funded behavioral health services? • You are eligible to receive State funded behavioral health services if you

are in need and are unable to pay for them. If you have Medicaid coverage and the needed service is not covered by Medicaid, that service may be covered if funding is available. Although you may be eligible to receive State (publicly) funded behavioral health services, the services are not an entitlement; the availability of services is dependent and contingent upon State funds made available to Sandhills Center.

• How can I get care in an emergency? • You can contact Sandhills Center Health Call Center for help. Call toll-free

at 1-800-256-2452. In a medical emergency, or any life threatening situation, please use the Emergency Medical Services (EMS) available in your area and activate EMS by dialing 911.

• How can I get non-emergency care?• The Sandhills Center answers your questions; and• takes complaints or gives feed back regarding services.• Following a determination of your needs, the licensed clinical staff refers

you to resources and settings relevant to your need's.

Customer Service

How do I contact Sandhills Center Health Call Center? How do I contact Sandhills Center Health Call Center? Health Call Center services can be accessed 24 hours a day, seven days aweek, 365 days per year by calling toll free 1-800-256-2452. Persons in thecommunity can call regarding questions about Mental Health, DevelopmentalDisabilities, and Substance abuse. Health Call Center staff will help youdetermine if you are in need of behavioral health services. Call us forinformation or for an initial assessment and referral to a provider of servicescontracted by Sandhills Center. • When you call the Sandhills Center Health Call Center, staff answering the

calls will help you:– Learn how to become a member and get behavioral health services;– Learn about the services you can get;– Find a provider,– Get answers to your questions; and– Make a complaint or give feed back about services.

• Following a determination of your needs, the licensed clinical staff refers you to resources and settings relevant to your need (s).

Customer Service

Rights ProtectionRights Protection

BASIC HUMAN RIGHTS: It is the policy and practice of Sandhills Center to assure your basic

human rights. What are my rights? Includes all Civil Rights.

• You have the right to:• Be treated fairly and with respect regardless of race, ethnicity, religion, mental or • physical disability, sex, age, sexual preference, or ability to pay;• Participate in making your Service Plan;• Include any persons you wish in your treatment;• Have your protected health information kept private;• Get your services in a safe place;• Make an advance directive;• Agree to or refuse treatment services, unless the services are court ordered;• Get information in your own language or have it translated;• File a complaint, appeal or grievance without penalty;• Receive good care from providers who know how to take care of you;• Choose a provider within the Provider Network;• Use your rights with no negative action by the NC Division of MH/DD/SAS or • Sandhills Center; and• Maintain the same civil and legal rights as anyone else.

Customer Service

Rights Continued…Rights Continued…

• Your right to use any hospital or other setting for emergency care;• Your right to get emergency services without prior approval;• The amount, duration, and scope of your benefits;• The process for getting services, including approval requirements;• The extent to which, and how, you may get benefits from out-of-

network • providers;• The rules for post stabilization care services;• How and where to access services including how transportation can be • provided;• Advanced directives;• The structure and operation of the NC Division of MH/DD/SAS; and• The grievance, appeal, and fair hearing procedures and timeframes.To request any of this information, contact Sandhills Center Customer

Servicestoll-free at 1-800-256-2452

Customer Service

What can I do if I have a complaint What can I do if I have a complaint about my care? about my care?

• When receiving services from a provider, please address any concerns or complaints with that provider and allow them an opportunity to resolve the issue. If you are not happy with the outcome, you are encouraged to contact Sandhills Center Customer Services toll-free at 1-800-256-2452. Sandhills Center Member Service staff are committed to responding quickly to your questions, concerns and complaints. Every effort will be made to resolve your issue as soon as possible.

• What is a formal complaint and how do I make one? • A formal complaint is when you are not happy with any aspect of your care

and you are unable to resolve it with your service provider. Reasons for complaints could include such things as:

• The quality of care or services you got;• A disagreement about the service you receive;• The failure of a provider to respect a person's rights; and/or• A provider or employee of a provider being rude to you.

Customer Service

Complaints Continued…Complaints Continued…

Formal complaints can be made either verbally or in writing toCustomer Services toll-free at 1-800-256-2452; or you can write toSandhills Center Customer Services, PO Box 9 West End, NorthCarolina 27376.

You will get verbal or written notice that your complaint was receivedwithin 5 working days. A decision regarding the results of yourcomplaint will be given to you within 30 business days of making yourcomplaint. If you are dissatisfied with the resolution of your complaintor concern, you may file an appeal by contacting Customer Services

tollfree at 1-800-256-2452 and the process will be explained to you indetail.

Customer Service

Medicaid Fraud and AbuseMedicaid Fraud and Abuse

• The North Carolina Department of Health and Human Services wants all Members and Provider staff to be informed that anyone with knowledge of Medicaid Fraud or Abuse needs to report it by calling toll-free 1-877-DMA-Tip1 (1-877-362-8471).

• If you are unsure what Medicaid fraud or abuse is, it could include any of several dishonest acts-from letting someone else use your Medicaid card to undergoing unnecessary medical procedures. A more complete list is available on web at the following address: http://www.dhhs.state.nc/dma/provider/fraud/htm. Thinking “it doesn’t hurt anyone” is just wrong. Every dollar wasted or stolen is a dollar that could have been spent on providing health care to someone who needs it and who follows the rules. AND those dollars add up---tens of millions in North Carolina each year.

• Whether you are a provider, recipient or simply a taxpayer, Medicaid Fraud and abuse COST YOU! If you know of Medicaid fraud or abuse call 1-877-DMA-TIP1, or call this DHHS Care-Line (English or Spanish) at 1-800-622-7030, or report online at www.ncdhhs.gov/dma/fraud/reportfraudform.htm

Customer Service

Advocacy InformationAdvocacy Information

What is an advocate? • An Advocate is someone who has the knowledge and ability to

speak with you about your rights. The following local and State advocacy resources are available to you:

• Web sites and contact numbers to serve as advocacy and other helpful resources for members include:

• Example: NAMI North Carolina (National Alliance on Mental Illness). NAMI North Carolina’s Help Line provides informa tion on mental illness, referrals to treat ment and community services, and infor mation on local member and family self-help groups throughout North Carolina. NAMI North Carolina provides emotional support, edu cation, and advocacy to people of all ages who are affected by mental illness. Phone: 919-788-0801 or 800-451-9682 (Helpline)

• Website: http://www.naminc.org

Customer Service

Consumer and Family Advisory Committee (CFAC)Consumer and Family Advisory Committee (CFAC)• The Sandhills Center Consumer and Family Advisory Committee recognizes

the contribution of members and their abilities and perspective through advocating for improvements in quality care; identifying barriers, service gaps and needs as they arise and recommending possible solutions. The committee serves as a liaison between Sandhills Center and the community. It is comprised of members and their families who reside within Sandhills Center geographic area. To obtain further information you may contact the Sandhills Center CFAC staff liaison about this committee toll-free at 1-800-256-2452.

What is a designated representative?• Advocating for your rights can be hard work. Sometimes it helps to have a

person with you to support your point of view. If you have been determined to have a serious mental illness, you have the right to have a designated representative help you in protecting your rights.

• A designated representative may be a parent, guardian, friend, peer advocate, relative, human rights advocate, member of a Human Rights Committee, an advocate from the State Protection and Advocacy system, or any other person who may help you pro tect your rights and voice your service needs. You have the right to have a designated represen tative help you protect your rights and voice your service needs during any meetings about your Service Plan or Inpatient Treatment and Discharge Plan.

Customer Service

AccommodationsAccommodations

• Sandhills Center follows all requirements of the Americans with Disabilities Act (ADA), and provides accommodations when requested, to assure that everyone eligible for services has equal access to them.

• Sandhills Center provides interpreter services, if you are limited in your ability to speak, read, write, or understand the English language at a level that permits you to interact effectively with staff. Forms and information may also be provided in your dominant language.

Customer Service

Advance DirectivesAdvance Directives

• In North Carolina, Advance Instruction for Mental Health Treatment is a legal document. It provides information for doctors and health care providers regarding the mental health services or treatment you would, or would not want, should you become unable to make those decisions for yourself. You can also name an individual to make health care decisions for you, should you be unable to make them for yourself. This must be done legally as part of a Health Care power of Attorney document. A member advocate may help you file the necessary papers for advanced instructions.

The Client Rights listed in this handbook are based on General Statutes 122C Article 3

For additional information you may request a copy of“Client Rights Rules in Community MH/DD/SA Services”

Division of MH3022 Mail Service Center

Raleigh, North Carolina 27699-3022http://info.dhhs.state.nc.us/olm/manuals/