Benefits and Services for Kaiser Permanente’s Medi-Cal Managed Care Members

Quick Reference Guide for Contracted Providers

2 Behavioral Health 4 Community Based Adult Services (CBAS) 6 Punitive Action Prohibitions

2 Behavioral Health Treatment / Applied Behavior Analysis Services 4 Member Rights & Responsibilities 6 Transportation (NEMT/NMT)

2 California Children’s Services (CCS) 5 Over the Counter Medications 7 Provider Grievances

2 Durable Medical Equipment Coverage 5 Provider Enrollment 7 Member Grievances and Appeals

3 Early Periodic Screening, Diagnosis, and Treatment (EPSDT) Coverage 5 Provider Preventable Conditions (PPCs) 8 Continuity of Care (COC)

3 Clinical Practice Guidelines 6 Provider Suspension, Termination, or Decertification 9 Endnotes

4 Managed Long-Term Services and Supports 6

Provider Network Changes and Terminations

While Kaiser Permanente’s (KP) Medi-Cal members receive most of the same services as KP’s Commercial and Medicare members, there

are some differences. This quick reference guide aims to inform providers and their staff about unique benefits or processes related to

serving KP’s Medi-Cal members. Please reference your KP Northern California HMO Provider Manual for additional information.

For general questions about Medi-Cal, please email KP’s Medi-Cal State Programs department at: medicalncal@kp.org

To speak with a consultant regarding Medi-Cal benefits, please contact KP’s Member Service Contract Center at 1-800-464-4000

Benefits & Services for Kaiser Permanente’s Medi-Cal Managed Care Members Quick Reference Guide for Contracted Providers (R.082319_EXP123199)

2

Behavioral Health

KP is responsible for the delivery of mental health services to Medi-Cal members with mild to moderate

mental health conditions. Members may be managed by Primary Care or KP Behavioral Health as

appropriate. Medi-Cal Managed Care members severe mental health conditions must be referred to the

local county mental health department for specialty services related to inpatient and outpatient specialty

mental health, Short-Doyle mental health services, and for treatment for major alcohol and substance

use disorders. Referral to county mental health services requires an assessment by a KP provider.

Contracted providers may call Member Services at 1-800-464-4000 for directions on how to contact a

local KP Behavioral Health representative for assistance. Please note that the process for referrals to

local county mental health may vary by facility and county.1 For example, in Sacramento and Solano

Counties, KP is responsible for the provision of specialty mental health services for those with severe

mental health conditions.

Behavioral Health Treatment / Applied Behavior Analysis Services

KP is required to cover medically necessary Behavioral Health Treatment (BHT) / Applied Behavioral

Analysis (ABA) services for Medi-Cal members under 21 years of age. The Medi-Cal member must have

a recommendation from a KP licensed physician, surgeon, or psychologist that evidenced-based BHT

services are medically necessary. In addition, the member must be medically stable and not in need of

24-hour care or monitoring.2

California Children’s Services (CCS)

KP must facilitate identification and referral of children with certain, eligible conditions to California

Children’s Services. Once identified and referred, all medical care, diagnostic services, hospitalizations,

and any durable medical equipment associated with the CCS condition are covered by the CCS program.

Only care related to the CCS condition is carved out of coverage; all primary care and care not related to

the CCS condition remains the responsibility of KP. KP continues to provide all medically necessary

covered services for the member’s CCS eligible condition until the local county CCS Program confirms

CCS eligibility by generating an authorization. If a contracted provider identifies a Medi-Cal member

under the age of 21 with a CCS-eligible condition, the provider must notify their regional CCS

coordinator immediately to ensure timely submission of the referral to the CCS program. CCS-eligible

conditions include chronic medical conditions, such as cystic fibrosis, hemophilia, cerebral palsy,

congenital heart defect, cancer, etc.; a brief summary list is available at

https://www.dhcs.ca.gov/services/ccs/Pages/medicaleligibility.aspx

Durable Medical Equipment Coverage

Medi-Cal coverage for Durable Medical Equipment (DME) may cover some items not usually covered by

other insurance or Medicare. Examples include incontinence supplies, shower benches, and some types

of wheelchairs. In addition, there are guidelines for how often a member may receive certain items. For

members with Dual coverage, their primary coverage may cover items above; Medi-Cal is secondary

coverage. For assistance with Medi-Cal DME benefits, please contact KP’s Member Service Contact

Center at 1-888-576-6789. DME requires a prior authorization by KP; contact the KP referring physician.

Benefits & Services for Kaiser Permanente’s Medi-Cal Managed Care Members Quick Reference Guide for Contracted Providers (R.082319_EXP123199)

3

Early Periodic Screening, Diagnosis, and Treatment (EPSDT) Coverage

Under EPSDT, KP must provide comprehensive screening, vision, dental, and hearing services at

intervals that meet standards of medical/dental practice and as medically necessary as well as other

necessary health care, diagnostic services, treatment, and measures to correct or ameliorate defects and

physical and mental illnesses and conditions discovered by the screening services for individuals under

the age of 21 who are enrolled in KP Medi-Cal Managed Care. While dental services are carved out of

KP’s Medi-Cal Managed Care contract, KP must provide dental screenings during the Initial Health

Assessment (IHA) and during periodic assessments for members under the age of 21. KP is responsible

to ensure members are referred to appropriate Medi-Cal dental providers, and for the provision of

covered medical services not provided by dentists or dental anesthetists (may require prior

authorization).

EPSDT services include the provision of medically necessary BHT services to members under 21 years of

age to minimize behavioral conditions and promote member function to the maximum extent

practicable. Members ages 18-21 are also eligible for additional screening for Alcohol Misuse: Screening

and Behavioral Counseling under EPSDT benefits.3

Clinical Practice Guidelines

KP’s Clinical Practice Guidelines (CPGs) are clinical references used to educate and support clinical

decisions by practitioners at the point of care in the provision of acute, chronic and behavioral health

services. The use of CPGs by practitioners is discretionary. However, CPGs can assist providers in

providing patients with evidence-based care that is consistent with professionally recognized standards

of care.

The development of KP’s CPGs is determined and prioritized according to established criteria which

include: number of patients affected by a particular condition/need, quality of care concerns and

excessive clinical practice variation, regulatory issues, payor interests, cost, operational needs,

leadership mandates and prerogatives.

Physicians and other practitioners are involved in the identification of KP’s CPG topics, as well as

the development, review, and endorsement of all CPGs. The CPG team includes a core, multi-

disciplinary group of physicians representing medical specialties most affected by the CPG topic, as

well as health educators, pharmacists, or other medical professionals.

The KP CPGs are sponsored and approved by one or more Clinical Chiefs groups, as well as by the KP

Guidelines Medical Director. Established guidelines are routinely reviewed and updated at least every

two years or earlier when new evidence emerges. CPGs are available by contacting KP Member Services

Call Center (MSCC) at 1-800-464-4000 or contacting the KP referring physician.

Additionally, the California Department of Health Care Services (DHCS) requires managed care plans,

including Kaiser Foundation Health Plan, to inform contracted providers of additional guidelines

published by the US Preventive Services Task Force (USPSTF). The current list of USPSTF’s preventive

services “A” and “B” recommendations are available online at:

https://www.uspreventiveservicestaskforce.org/Page/Name/uspstf-a-and-b-recommendations/

For more information about the US Preventive Services Task Force, please visit:

https://www.uspreventiveservicestaskforce.org/Page/Name/home

Benefits & Services for Kaiser Permanente’s Medi-Cal Managed Care Members Quick Reference Guide for Contracted Providers (R.082319_EXP123199)

4

Managed Long-Term Services and Supports

KP is required to provide Managed Long-Term Services and Supports (MLTSS) in Coordinated Care

Initiative (CCI) counties, which include Los Angeles, Orange, Riverside, San Bernardino and San Diego.

In all Northern California counties, the Medi-Cal plan partner, the county, or the state primarily makes

provision for these services.4

MLTSS encompasses several services, including Community-Based Adult Services (CBAS), In Home

Support Services (IHSS), Long Term Care (LTC), and Multi-purpose Senior Support Programs (MSSP). If

you identify a KP Medi-Cal member who may be eligible for any these MLTSS services, please contact

the KP Medi-Cal Clinical Decision Unit (MCDU) at 1-866-842-2574 for assistance. Department staff are

available Monday through Friday.

Community Based Adult Services (CBAS)

Community Based Adult Services (CBAS) is a benefit available to managed Medi-Cal members age 18 or

older, who meet medical necessity criteria. The member must also demonstrate a need for support or

supervision to prevent premature and unnecessary institutionalization. The goal of the program is to

keep members as independent as possible while living in the community.

Core services provided through CBAS include basic skilled nursing care, physical therapy, occupational

therapy, speech therapy, dietician services, and/or social work services, and at least one meal per day.

CBAS is most often provided as a bundled package of services at a CBAS center, and includes

transportation for members to and from the center. If you have any questions related to CBAS or if you

think a member may qualify for CBAS, please call the KP MCDU at 1-888-842-2574 or REGMCDU-

KPNC@kp.org.

Member Rights & Responsibilities

DHCS grants specific rights to Medi-Cal members, including:

To be treated with respect, giving due consideration to the member’s right to privacy and the need

to maintain confidentiality of the member’s medical information.

To be provided with information about the organization and its services.

To be able to choose a Primary Care Provider (PCP) within KP’s network.

To participate in decision making regarding their own health care, including the right to refuse

treatment.

To voice grievances, either verbally or in writing, about the organization or the care received.

To receive oral interpretation services for their language.

To formulate advance directives.

To have access to family planning services, Federally Qualified Health Centers, American Indian

Health Programs, sexually transmitted disease services and emergency services outside the KP

network pursuant to the Federal law.

To request a state Medi-Cal fair hearing, including information on the circumstances under which an

expedited fair hearing is possible.

To have access to, and where legally appropriate, receive copies of, amend or correct their medical

record.

Benefits & Services for Kaiser Permanente’s Medi-Cal Managed Care Members Quick Reference Guide for Contracted Providers (R.082319_EXP123199)

5

To disenroll/change Medi-Cal Managed Care Health Plans upon request, if applicable.

To access Minor Consent Services.

To receive written member informing materials in alternative formats, including Braille, large size

print, and audio format upon request and in accordance with W & I Code Section 14182 (b) (12).

To be free from any form of restraint or seclusion used as a means of coercion, discipline,

convenience, or retaliation.

To receive information on available treatment options and alternatives, presented in a manner

appropriate to the member’s condition and ability to understand.

To receive a copy of his or her medical records, and request that they be amended or corrected, as

specified in 45 CFR §164.524 and 164.526.

Freedom to exercise these rights without adversely affecting how they are treated by KP, providers,

or the state.

To file a request for an appeal of an action within 60 days of the date on a Notice of Action (NOA).

If a member expresses dissatisfaction with the treatment plan and/or a practitioner’s decision on the

member’s request for a service/item, and the practitioner is unable to resolve the issue, it is appropriate

to remind the patient of his/her right to file a grievance with KP’s Member Services [1-800-464-4000].

Over the Counter Medications

Select over the counter (OTC) medications are covered under Medi-Cal. They must be ordered as a

prescription and are fulfilled in KP pharmacies.

Provider Enrollment

Federal and state requirements mandate that managed care plan providers who/which are recognized by

DHCS as eligible to enroll in Medi-Cal be enrolled in Medi-Cal as a condition of eligibility to render

elective services to KP Medi-Cal Managed Care Plan members. Providers who/which are eligible but not

already enrolled are directed to utilize the DHCS enrollment process. Per federal regulation, providers

enrolled solely for the purpose of participation in a Medi-Cal managed care plan’s network are not

required to render services to Medi-Cal Fee-For Service members.

Provider Preventable Conditions (PPCs)

DHCS prohibits payment of Medi-Cal funds to a provider for the treatment of a provider-preventable

condition (PPC) except when the PPC existed prior to the initiation of treatment for the Medi-Cal member

by that provider. As such, DHCS requires all providers to report PPCs that are associated with claims for

Medi-Cal payment or for courses of PPC treatment prescribed to a Medi-Cal member for which payment

would otherwise be available. Providers do not need to report PPCs that existed prior to the initiation of

treatment of the member by the provider.5 For more information about PPCs, including a list of

reportable conditions, please refer to the DHCS website:

https://www.dhcs.ca.gov/individuals/Pages/PPC_Definitions.aspx

Benefits & Services for Kaiser Permanente’s Medi-Cal Managed Care Members Quick Reference Guide for Contracted Providers (R.082319_EXP123199)

6

After discovery of a PPC and confirmation that the patient is a Medi-Cal beneficiary, the provider caring

for the patient must report the PPC to the DHCS though the following link:

https://apps.dhcs.ca.gov/PPC/SecurityCode.aspx.

KP must also be notified of any PPC reported to DHCS for our assigned Medi-Cal members. To notify KP

of a PPC, please fax a copy of the completed DHCS form to (626) 683-2087, ATTN: Director of Risk

Management Patient Safety. If a PPC occurs outside of KP, please email a copy of the completed DHCS

form to KP at medicalncal@kp.org

Provider Suspension, Termination, or Decertification

KP must ensure timely compliance with all requirements associated with DHCS notification of a provider’s

suspension, termination, or decertification from participation in the Medi-Cal program. Providers must

notify KP immediately if suspended, terminated, or decertified from participation in the Medi-Cal

program. Providers should submit such notification to KP in accordance with the Notice provisions of

their KP medical services agreement.6

Provider Network Changes and Terminations

Any changes to a provider’s location or hours of operation should be reported to KP in a timely manner.

KP is required to notify DHCS of any termination to KP’s provider network that constitutes a change in

the availability or location of covered services for Medi-Cal members. Additionally, KP must ensure timely

compliance with all requirements associated with DHCS notification of a provider’s suspension,

termination, or decertification from participation in the Medi-Cal program. Providers should submit such

notifications to KP in accordance with the Notice provisions of their KP medical services agreement.

Punitive Action Prohibitions

KP may not take punitive action against a provider who either requests an expedited grievance or

supports a Member’s appeal. Further, KP may not prohibit or otherwise restrict a health care professional

acting within the lawful scope of practice from advising or advocating on behalf of a Member who is his

or her patient with respect to:

The member’s health status, medical care, or treatment options, including any alternative treatment

that may be self-administered

Any information the member needs to decide among all relevant treatment options

The risks, benefits, and consequences of treatment or non-treatment

The member’s right to participate in decisions regarding his or her health care, including the right to

refuse treatment, and to express preferences about future treatment decisions.7

Transportation (NEMT/NMT)

In addition to emergency medical transportation, KP covers Non-Emergency Ground/Ambulance

transportation, Non-Emergent Medical Transportation (NEMT) and Non-Medical Transportation (NMT).8

Below is a description of the 4 different types of transportation benefits:

Ambulance/911: Usually emergency air or ground ambulance.

Benefits & Services for Kaiser Permanente’s Medi-Cal Managed Care Members Quick Reference Guide for Contracted Providers (R.082319_EXP123199)

7

Non-Emergency Ground or Air Ambulance Transportation: Prescheduled transport for members

requiring an ambulance to transfer from one health care setting to another or home.

Non-Emergent Medical Transportation (NEMT): Available to Medi-Cal members requiring covered

medical serves, but for whom traditional means of private or public transportation is medically

contraindicated by the member’s medical or physical condition. Contracted providers should contact

the KP referring physician to request NEMT. A KP physician must document medical necessity for

NEMT in KP’s electronic medical record. A contracted provider, the KP physician or staff then notifies

the KP Regional Transportation HUB of the need for transportation services. The NCAL Regional

Transportation HUB can be reached at 1-800-438-7404.

Non-Medical Transportation (NMT): Available to all Medi-Cal members requiring transportation to

and from health care services covered by Medi-Cal. Unlike NEMT, there does not need to be a

medical necessity for NMT, just a need for transportation. Contracted providers or their staff may

direct the KP Medi-Cal member to call KP Transportation Services at 1-844-299-6230, TTY services

dial 711. KP Medi-Cal members may also contact the Member Services Contact Center (MSCC) at

1-800-464-4000 or their Local Member Services (LMS) for assistance with NMT.

Provider Grievances

Providers may file a grievance for any issue. Grievances must be submitted orally or in writing within 180

days of the incident resulting in dissatisfaction. For assistance, please contact KP’s Member Service

Contact Center at 1-800-464-4000.

Member Grievances and Appeals

A grievance is defined as an expression of dissatisfaction about any matter other than an adverse benefit

determination. Grievances may include, but are not limited to, the quality of care or services provided,

any aspect of interpersonal relationships such as rudeness of a provider or employee, or failure to

respect the enrollee's rights regardless of whether remedial action is requested. Grievance includes an

enrollee’s right to dispute an extension of time proposed by the health plan to make an authorization

decision. An initial determination is a type of grievance which also includes a request for referral,

provision of or reimbursement for services or supplies, or other financial resolution, regardless of how

that dissatisfaction is submitted to KFHP.

Members, or an authorized representative acting on behalf of a member, may submit a Grievance or an

Initial Determination in person, by phone [1-800-464-4000], by email or online through KFHP website

(kp.org), by facsimile [1-855-414-2317], or in writing to KFHP (PO Box 939001, San Diego, CA 92193)

for investigation and resolution. KFHP does not limit the time-frame during which the member is eligible

to submit a grievance or an initial determination. Standard grievances are processed within 30 calendar

days. Initial determinations are processed within 14 to 30 calendar days, depending on the type of

request. Expedited grievances and initial determinations are processed within 72 hours. The member will

be notified of the applicable timeframe within 5 calendar days for standard cases or 24 hours for

expedited cases.

An appeal is defined as a review of an initial adverse decision/Notice of Action. Members, or an

authorized representative acting on behalf of a member, may submit an appeal in person, by phone

[1-800-464-4000], by email or online through KFHP website (kp.org), by facsimile [1-855-414-2317], or

in writing to KFHP (PO Box 939001, San Diego, CA 92193), for investigation and resolution. If the

member or authorized representative files an appeal to a Notice of Action (NOA), the appeal may be filed

Benefits & Services for Kaiser Permanente’s Medi-Cal Managed Care Members Quick Reference Guide for Contracted Providers (R.082319_EXP123199)

8

verbally, but must be followed in writing. KFHP allows 60 calendar days from the date of the adverse

benefit determination or the NOA for the member to file an appeal. If the member wants to continue

care which the adverse benefit determination or the NOA is terminating, suspending, or reducing, KFHP

allows 10 calendar days from the postmarked date of the adverse benefit determination or NOA, and

before the intended effective date of the adverse benefit determination being disputed, for the member

to file an appeal. Standard appeals are processed within 30 calendar days. Expedited appeals are

processed within 72 hours. The member will be notified of the applicable timeframe within 5 calendar

days for standard cases or 24 hours for expedited cases.

To request a State Hearing: A state hearing is a way to solve problems where members, or an

authorized representative acting on behalf of a member, can present their case to the state. To ask for a

state hearing, call the California Department of Social Services toll free at 1-800-952-5253 (TTY users

call 1-800-952-8349), or write to them at:

California Department of Social Services State Hearings Division

P.O. Box 944243

Mail Station 9-17-37

Sacramento, CA 94244-2430

Members, or an authorized representative acting on behalf of a member, have 90 days to ask for a

state hearing from the date the member became unhappy. One can ask for a state hearing at any

time during this 90-day period, including before, during, or after the member files a grievance.

Once the judge decides the case, the member cannot ask for binding arbitration. If the member

asks for a state hearing, the member may not be able to get an independent medical review later.

Faster (Expedited) Process: Members, or an authorized representative acting on behalf of a member,

can ask the state to decide their state hearing request faster if it involves imminent and serious

threat to the member’s health, such as severe pain or potential loss of life, limb, or major body

function. To ask for a faster decision, a member or their authorized representative may call the

California Department of Social Services toll free at 1-800-952-5253 (TTY users call 1-800-952-8349),

or write to them at:

California Department of Social Services

Expedited Hearings Unit State Hearings Division

P.O. Box 944243

Mail Station 9-17-37

Sacramento, CA 94244-2430

Continuity of Care (COC)

Medi-Cal beneficiaries assigned a mandatory aid code who are transitioning from Medi-Cal Fee-for

Service (FFS) into Medi-Cal managed care may request continuity of care in accordance with State law.

Medi-Cal beneficiaries with pre-existing provider relationships who make a continuity of care request to

KP must be given the option to continue treatment for up to 12 months with an out of network Medi-Cal

provider. These eligible beneficiaries may require continuity of care for services they had been receiving

through Medi-Cal FFS or through another managed care program.

Requests for continued access to providers not contracted with KP are initiated by the transitioning

enrollee, their authorized representative on file, or their provider, and must be submitted to KP’s Member

Service Contact Center (MSCC) at 1-800-464-4000 or 711 for TTY users. Requests may be made by

telephone. Written requests are not required.

Benefits & Services for Kaiser Permanente’s Medi-Cal Managed Care Members Quick Reference Guide for Contracted Providers (R.082319_EXP123199)

9

Endnotes

1. DHCS Final Rule Amendment, Exhibit A, Att. 10, Section E; APL 17-018

2. Health and Safety Code Sections 1374.72 & 1374.73; Title 28 CCR 1300.74.72; MMCD APL 18-006

3. MMCD APL 18-007

4. DHCS Final Rule Amendment, Exhibit A, Att. 21, Section 7

5. DHCS Final Rule Amendment, Exhibit A, Att. 8, Section 14; MMCD APL 16-011

6. MMCD APL 16-001

7. DHCS Final Rule Amendment, Exhibit A, Att. 7, Section 8

8. MMCD APL 17-010