Support

You can review member eligibility, authorization status, claim status, and more in our online provider portal.

CareOregon Advantage notifies our provider network occasionally with alerts or urgent communications. To sign up for these alerts, email careoregonalerts@careoregon.org and include your name and job title. 

Send changes or updates regarding your clinic, facility, or other demographic information to providerdataupdates@careoregon.org.

View our team assignments list to find your specialist. Fax us at 503-416-1478 or 800-874-3916. 

CareOregon Advantage takes fraud, waste and abuse very seriously. If you suspect that benefits aren't being used correctly or want to report a case of waste, abuse or fraud, please contact Ethics Point at 888-331-6524. You also can file a report online at  EthicsPoint.

Providers should report any instance of FWA to CareOregon Advantage within three (3) days of discovery.

If you are interested in becoming a contracted provider, please review our credentialing requirements to ensure you meet the qualifications. Credentialing requirements are outlined in our provider manual:

• CareOregon Advantage Provider Manual

CareOregon Advantage is contracted with more than 5,000 providers throughout Oregon, supporting and enhancing sensible, localized, coordinated care.

See below for information on how to become part of our network, and thank you for your interest in joining the CareOregon Advantage provider panel!

If you meet credentialing requirements and would like to be considered for a contract or have additional questions, please complete the Contract Requests form here. CareOregon Advantage is committed to improving health equity by reducing health disparities historically associated with characteristics commonly linked to discrimination or exclusion.

• Information about the provider’s race, ethnicity, and cultural linguistic capabilities. 
• The availability of auxiliary aids and services for all members with disabilities, upon request .
• Whether providers have verifiable language fluency in languages other than English.

CareOregon Advantage helps you coordinate interpreters for patients who prefer or need a language other than English. Please visit our Language services page for resources, including forms to request interpreting services, a language ID tool for your facility, “I speak” cards, and more.

CareOregon Advantage Regional Care Teams (RCTs) offer providers a community of resources with a single point of contact for you and your patients. To learn more about these resources, visit our Care Coordination page.

When submitting claims to CareOregon, you have two options:

• Send claims electronically using our payer ID 93975.
• Mail paper claims to:
  • Claims, CareOregon
    PO Box 40328
    Portland OR 97240

To submit claims electronically:

• Use the same EDI Payer ID #93975 for all CareOregon entities (CareOregon Dental, CareOregon Advantage and CareOregon Medicaid claims). Do not bill separately for each plan.
• For EDI claims for which additional paperwork or documentation will be submitted, complete this form and indicate submission in the PWK segment (Loop 2300). 
• Contact your practice management system vendor or clearinghouse to initiate electronic claim submission. CareOregon accepts HIPAA-compliant 837 electronic claims through our clearinghouse, VisibilEDI. VisibilEDI will validate the claims for HIPAA compliance and send them directly to CareOregon. The CareOregon VisibilEDI portal can be found here: https://visibiledi.com/CareOregon/Home/Login. VisibilEDI offers several solutions for providers without a practice management system or clearinghouse. If you have questions about VisibilEDI contact providercustomerservice@careoregon.org or call CareOregon Provider Customer Service at 800-224-4840.

The AMA recognizes electronic health care transactions as a cost saving, efficient way to do business and allows physicians to refocus resources on patient care. The links below provide information regarding various electronic transactions such as submitting claims, receiving payments and remittance advices.

To access your remittance advice electronically:

• Remittance advice FAQ

To receive payments via Electronic Funds Transfer (EFT):

CareOregon provides a couple of options for electronic payment.

1. Enroll with CareOregon ePayment Center, administered by Zelis for ACH direct deposit payment, at no cost. Please contact the ePayment Center customer service team at 855-774-4392 or help@epayment.center for instructions on how to register and enroll. Please note, TIN verification is required for registration and enrollment.
   • EFT and ERA Online FAQs
2. Enroll with Zelis Payment Network for ACH direct deposit payment or virtual credit card for a small fee (this is separate from CareOregon’s free ePayment ACH option noted above). To enroll with the Zelis Payment Network, go to their website at https://www.zelis.com/providers/provider-enrollment/, or you can call them at 855-496-1571.
   • Please note: CareOregon is not involved in any relationship with providers and Zelis Payments. It is strictly between Zelis and you, the provider.

To receive electronic remittance advice:

• 835 form: Please complete and fax back to the number listed on the bottom of the form
• 835 information guide
  • Important: 835 enrollment is available through CareOregon ePayment Center, administered by Zelis. If enrolling with the ePayment center, please do not submit this form. Instead, select the option for 835 enrollment upon registration through the ePayment center.

• 2021 Evaluation & Management Coding guide
• Claim adjustment reason codes
• Remittance advice remarks codes

• Portal (24/7 access) for claims, authorizations, remittance, etc.
  • CIM
  • CONNECT
  • OneHealthPort
• Call Customer Service 800-224-4840 option 3
• Send us a secure email for larger inquiries at claimshelp@careoregon.org 

Training

Providers must complete training designed to educate on ways to prevent, detect, and correct instances of FWA.

• Training must align with the materials presented in:
  • CMS Medicare Learning Network (Medicare Fraud & Abuse: Prevent, Detect, Report WBT (cms.gov)s).
  • Coordinated Care Organization contract with the Oregon Health Authority (Exhibit B, Part 9, Section 11).

• Special Needs Plan Model of Care Training – Provider Module
• If you have questions, please contact:
  Karissa Smith
  Director, Care Coordination
  smithk@careoregon.org
  503-416-3409
• Please complete and submit the following Model of Care Clinic/Practice Attestation once you’ve completed the training.

All contracted CareOregon providers must make interpreting services available to CareOregon members. 

In accordance with OAR 950-050-0160, providers must work with qualified or certified interpreters when arranging for or providing services to a person who has interpretation needs. 

For more information on the importance of language access services, approved vendors, and FAQs, please review the following documents: 

• CareOregon Language Access Services Overview training video and CareOregon Language Access Services overview 
• CareOregon Provider manual
• Language Services web pages 
  • CareOregon – Metro (Language services) 
  • Columbia Pacific CCO (Language services) 
  • Jackson Care Connect (Language services) 
  • CareOregon Advantage (Language services) 
  • CareOregon Dental (Interpretation resources for Providers) 
• FAQ: Interpretation Services
• Health Equity Measure: Meaningful Access to Health Care Services for Persons Who Prefer a Language Other than English (LOE) and Persons Who Are Deaf or Hard of Hearing 

• Medicare Demystified

For information on how to establish the 270/271 real time batch eligibility verification process, please contact us at (800) 224-4840 or providercustomerservice@careoregon.org after reviewing these initial prerequisites: 

• Must be a CareOregon Participating/Contracted Provider
• Must have ability to establish an SFTP Connection: Have FTP solution and provide an SFTP Technical Contact

What Has Changed? 

• Effective 1/1/2024 Licensed Professional Counselors (LPC) and Licensed Marriage and Family Therapists (LMFT) are able to bill Medicare Part B and be reimbursed for approved services in accordance with Medicare reimbursement rates. 
• This change is due to the passage of the Mental Health Access Improvement Act by Congress in December of 2022 (S.828/H.R.432). 
• This federal law is closing a gap which has historically prevented LPCs and LMFTs from being recognized as Medicare providers. 

How to Enroll as a Medicare Provider? 

• As of November 2023, LPCs and LMFTs are now eligible to enroll as a Medicare billable provider through the Center for Medicaid and Medicare Services (CMS).
  • NOTE: CMS sometimes refers to LPCs as Mental Health Counselors. 
    
• If you are currently a Medicaid provider, the following is required:
  • Complete the Medicare Enrollment Application through PECOS – may take 60-90 days. 
  • Once enrolled, inform CareOregon by emailing a copy of the PTAN letter to BHproviderdataupdates@careoregon.org 
    
• IMPORTANT! Providers who have officially opted out of Medicare are not eligible to receive payments for dual-eligible members. 

Need Additional Support with Enrollment? 

• Medicare Administrative Contractors (MAC) are available per regional assignment to support providers with enrollment needs. 
• Oregon providers can find more information on this support through Noridian: Provider Enrollment (JF Part B) 

To support this transition & member access, please note the following: 

• We do not require a primary Medicare EOB for LPCs and LMFTs for dates of services billed between 1/1/24 and 6/30/24. 
• Once Medicare enrollment is complete, notify CareOregon by emailing a copy of the PTAN letter to BHProviderDataUpdates@careoregon.org so provider records can be updated. 
• Claims paid under the CareOregon Medicare Advantage (COA) plan will automatically crossover to the CCO plan. 
• If a member has external Medicare, providers must bill Medicare first. 
  • Fee-for-service, or Traditional Medicare, will send CareOregon a crossover claim – no need to bill CareOregon separately. 
  • For other Medicare Advantage Plans, include primary payer's payment info on the claim. Secondary claims should be billed electronically, whenever possible. 
    
• Medicare rates may be lower than CareOregon rates. To reduce burden on our providers & ensure continued access for our dually enrolled members, we are reviewing our COB calculation method with plans to reimburse providers at least up to the Medicaid rate in the future when totaling payments for primary & secondary payers. 

Helpful Resources

• Online Medicare Enrollment Application 
• Paper Medicare Enrollment Application 
• September 2023 FAQ Document (CMS website) 
• How to become a Medicare provider (CMS website) 

As of December 9, 2024, CareOregon is using a new vendor, IC System, to collect outstanding debt/overpayment from providers. Below is a description of the process.

Phase 1 - For balances of $50 or more
IC System will send a letter to the provider’s physical address. If after 30 days the attempt to collect is not successful, IC System will send out a second letter. After an additional 30 days from the date of the second letter, if there continues to be no response from the provider, IC System will call the provider to confirm contact information.

Phase 2 - For balances of $200 or more
The collection process will automatically begin in Phase 2. Once an outstanding balance has been moved to Phase 2, all inquiries and correspondence will need to be made with IC System directly. Your PRS contact will not be able to discuss balances that have been transferred to Phase 2 with IC System.

Contact information for IC System Client Services Department

Phone: 800-685-0595

Email: clientservice@icsystem.com

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