Active Health Management is a Private Review Agent that works on behalf of your health plan. A Private Review Agent is a company that reviews certain procedures and services that are included on your health plan’s precertification list or otherwise require Utilization Review/Management under your health plan. We do not offer or sell health benefit plans, pay benefit claims, maintain the network(s) of providers that participate under your plan, or determine your plan’s benefits. Any benefits for which a member may be eligible are determined by their health plan. For information about your health plan’s Utilization Management program, or the services that require Prior Authorization (or “pre-certification”), concurrent, or retrospective review, please refer to your benefit plan documents, visit your plan’s website, or call their Customer Service number.
Utilization Management Program Summary
The Utilization Management (UM) program services are designed to determine whether clinical guidelines/medical necessity criteria for coverage are met, including guidelines and criteria related to:
- the location and level of care,
- the appropriateness of the proposed treatment compared to UM criteria, and
- the requested length of stay for the course of treatment.
UM services help determine whether certain procedures and services meet the clinical guidelines and medical necessity criteria for coverage under your health plan. UM services can also help identity members for Care Management programs that may be available under their health plan.
ActiveHealth is committed to treating your information with care and respect and managing our utilization review program in a manner which is compliant with applicable State and Federal laws. ActiveHealth’s utilization review program is accredited by Utilization Review Accreditation Commission (URAC).
The Review Process
In most instances, the treating provider will be initiating this process. Review requests can be submitted to Active Health by phone, fax, mail, or the electronic provider pre-certification request portal. The member, the treating provider, or the facility rendering the services can call the number on the back of the insurance card to request a review by phone or to get the appropriate fax number as they vary by group. The mailing address to submit a review request is:
Active Health Management
PO Box 221138
Chantilly, VA 20153-1138
The provider pre-certification exchange portal can be accessed here https://precertification.activehealth.com/. If you are not registered to use the pre-certification exchange portal, please call our Customer Service Team at the number on the back of the member's insurance card.
The Utilization Management process includes:
- Collecting information about the member’s condition from the provider. The type of information collected will depend on what is being requested. Information collected may consist of: the specific treatment or procedure being requested, reasons for requesting the treatment(s), the provider's progress notes, radiology or laboratory test results, signs or symptoms, estimated length of stay, and any treatments (and the results) the member has tried that are related to the request.
- Reviewing the information provided against clinical criteria to make a determination of the medical necessity of services provided or requested
- Notifying all parties involved: the member (or the member’s designee), the treating provider, and the facility rendering the service of the outcome of the review
- Reviewing the member’s case for possible discharge planning and Care Management needs
Types of Reviews Performed
- Pre-Event Review is the review of a medical or surgical admission or procedure in advance of the actual admission or procedure date. This is often called “pre-certification”.
- Admission Review is the first review of a medical or surgical admission after the member has been admitted.
- Step Therapy Exception is the request when the use of a covered prescription drug for the treatment of a medical condition is restricted through the use of a step therapy protocol. These requests can occur during the initial review request or internal appeal level.
- Concurrent Review is the follow-up review that takes place during an inpatient hospital stay or outpatient treatment.
- Retrospective Review occurs when a review of services occurs after the service or treatment has occurred. If information regarding a review request is received after the member was discharged, the review will also be considered retrospective.
How long does the UM process take?
The length of time it takes to conduct a review may vary depending upon a member’s health plan. Active Health Management follows the timeframes required by applicable law, as well as any other applicable requirements (for example, URAC or client-required timeframes).
We conduct reviews within the timeframes specified in your health insurance documents and as required by applicable law.
Clinical Criteria Used
We use evidence-based, peer reviewed, nationally recognized clinical review criteria, which include:
- State or client-specific guidelines, if applicable
- Active Health Management Clinical Policy Guidelines Opens a new window
- MCG® (formerly Milliman Care Guidelines)
The guidelines listed above, or other nationally recognized guidelines, may be used. These guidelines are available to you upon request and free of charge. If an Active Health Management Clinical Policy Guideline was used to review your service request, click the link above. If you need assistance locating a guideline, please call (855) 231.3719. (For Utilization Managment requests such as pre-certification, please call the number on the back of the member's insurance card.)
Active Health Management’s clinical criteria are reviewed on an annual basis, or as needed, and updates are made with input from independent physician consultants of the appropriate medical specialties when new technologies or evidence-based medicine indicate the need for revisions.
Appeals can be requested after a denial has been issued for a requested service. Appeals can be requested within 180 days after a denial letter is received.
Appeals are performed by health professionals who:
- Hold an active, unrestricted license to practice medicine or a health profession in a state or territory of the United States;
- Are board certified (if applicable) by either the American Board of Medical Specialties or the Advisory Board of Osteopathic Specialists;
- Are in the same profession and in a similar specialty as typically manages the medical condition, procedure, or treatment as mutually deemed appropriate;
- Are neither the individual who made the original non-certification (or subsequent appeal decision), nor the subordinate of such an individual;
- Are located in a state or territory of the United States when conducting an appeal.
Standard Appeals are done for requests that are non-urgent, or for services/treatment that has already been provided, and can be requested in writing or verbally, depending on your plan. Unless state laws or other regulatory requirements make these different, the following describes the timeframe for us to complete a standard, internal appeal:
- If the plan has one level of appeal, 30 days from request;
- If the plan has two levels of appeal, 15 days from request.
Urgent (or “Expedited”) Appeals are reviewed quickly for urgent situations. An expedited appeal may be requested when a denial is issued regarding a request that is made before or during an ongoing service and the treating practitioner or provider believes the member’s condition warrants an Expedited Appeal to prevent an adverse effect to the member’s physical or mental health or ability to regain maximum functioning. Expedited appeals can be requested verbally or in writing. Unless state laws or other regulatory requirements state otherwise, expedited, internal appeals are completed within hours from request.
The appeal levels and timeframes noted above may vary, depending on the plan you have.
In most instances, the member, treating provider, facility providing the service, or authorized representative can request an appeal. Who can request an appeal can vary based on the type of plan you have. The mailing address to submit a review request is:
Active Health ManagementPO Box 221138 Chantilly, VA 20153-1138 Fax: (855) 231.1218
External Reviews (also known as Independent Reviews) may be available after the internal appeal process has been completed. External Reviews can be requested within four months from the date that the final, internal appeal was completed and are sent to an Independent Review Organization (IRO) for review. The IRO will choose a health care professional with the appropriate specialty to conduct the review. IRO reviewers have no professional, family, financial, or research affiliations with ActiveHealth. Expedited and standard reviews are available, depending on the circumstance of the request.
ActiveHealth coordinates external reviews upon agreement with our clients and includes directions for the external review process in denial and appeal letters per the client’s, or state’s, direction. Many clients, or states, coordinate the external review or have their Third Party Administrator conduct the external reviews. Please call ActiveHealth or your insurance carrier to find out how an External Review can be requested.
State Specific Information
Please click the link below to see any state-specific information or forms.