FAQ Directory: Utilization Management, Credentialing and Provider Network

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10.15.2013 Core and Structural elements. What is the difference between core elements and structural elements?

Core elements are requirements that an organization must meet even if it has no clients.

Structural elements are requirements that the organization must meet even if it delegates 100% of the function. If an organization delegates the functions associated with a structural requirement, it must provide NCQA with its own programs or policies and procedures and evidence of approval of the delegates documentation.

UM_CR 2013

10.15.2013 Meeting UM 7C and 7F using the Notice of Denial of Medical Prescription Drug Coverage. Does the Notice of Denial of Medicare Prescription Drug Coverage meet the same factors in UM 7, Elements C and F as the Notice of Denial of Medical Coverage (NDMC)?

Yes. NCQA accepts the Notice of Denial of Medical Prescription Drug Coverage as meeting factors 1-3 of these elements.

UM_CR 2013

8.29.2013 NCQA Complaint Review Process Does our current Agreement with NCQA permit NCQA to investigate complaints?

Yes, the current Agreement allows NCQA to investigate complaints relevant to the standards.

UM_CR 2013

8.29.2013 NCQA Complaint Review Process Are complaints sent to a specific person at an organization?

Yes. Complaints are forwarded to the organizations Accreditation contact.

UM_CR 2013

8.29.2013 NCQA Complaint Review Process Is the NCQA Complaint Review Process dated March 25, 2013 new?

No, this is not a new process or policy. NCQA has followed this process for handling complaints for more than a decade. In the interest of transparency, NCQA is sharing its policy with organizations.

UM_CR 2013

8.29.2013 NCQA Complaint Review Process Does the Authorization NCQA receives from the complainant permit the organization to release information to NCQA and NCQA to the organization?

Yes. Release of information to the organization by NCQA and the organizations release of information to NCQA is covered. The organization is not required to seek subsequent release from the member/complainant because the authorization form covers both entities. However, the organization is free to seek their own authorization should they choose to do so.

UM_CR 2013

8.29.2013 NCQA Complaint Review Process When does the 30 calendar-day response period begin?

The time period for response begins when the health plan receives the complaint from NCQA.

UM_CR 2013

8.29.2013 NCQA Complaint Review Process Does NCQA expect the organization to release peer-related information?

This is up to the organization, in conjunction with their legal counsel, if disclosure is permitted. The organization is expected to provide a copy of the response given to the complainant to NCQA.

UM_CR 2013

7.15.2013 Using physician groups or IPAs to distribute information to practitioners If an organization contracts with a physician group or IPA, may the physician group or IPA distribute information to its practitioners if covered in the contract? Does NCQA consider this contractual arrangement to be delegation?

The physician group or IPA may distribute information to its physicians if this language is in the contractual agreement. NCQA does not consider this to be delegation. The organization must provide the required information to the physician group or IPA.

UM_CR 2013

5.15.2013 When ER files are included in the universe of files for review When are ER denial files included in the universe of files for file review during an Accreditation or Certification Survey?

Generally, ER denials are not included in the universe of files for initial UM decisions unless a denial is appealed. In that case, the ER appeal is included in the universe of files for appeals.

UM_CR 2013

5.15.2013 National Student Clearinghouse as a source for education and training Does NCQA accept the National Student Clearinghouse (NSC) as a source for education and training?

The NSC is not recognized by NCQA as a source for education and training. However, the NSC would be considered an agent of the medical or professional school if the school has a contract with the Clearinghouse to provide verification services. The organization must provide documentation that the specific school has a contract with the Clearinghouse.

UM_CR 2013

4.15.2013 Scoring for CRC 2, Element C: Agreement and Collaboration with Health Plans How is CRC 2, Element C scored for organizations that may not have a delegation agreement in place?

Element C is scored "NA" for organizations that do not have a delegation agreement, and there is no reporting to the client.

UM_CR 2013