Hoag Physician Partners

Hoag Physician Partners (HPP) is a comprehensive network of world-class physicians that includes primary care and more than 350 specialist physicians representing a broad range of specialties. By joining our independent physician association (IPA), you are now affiliated with the highest ranked hospital in Orange County. Hoag Physician Partners (HPP) allows patients access to the entire Hoag health care system, including Hoag Health & Wellness Centers throughout Orange County, Hoag Imaging Centers and 15 Hoag Urgent Care locations.

Benefits include:

• Capitation Payment

• Claims Payment

• Contract Administration

• Credentialing

• Eligibility Verification

• Medical Authorization

• Provider Relation Services

• Member Services

• Quality Improvement

• Utilization Management

If you are interested in joining Hoag Physician Partners, email jointhenetwork@hoag.org.

Labs

As you may know, out-of-network services, including laboratory services, are generally not covered under health maintenance organization (HMO) plans. As patients may be responsible for out-of-network costs, it is imperative that providers refer patients and send test specimens to in-network laboratories. Referring to in-network labs will also assist Hoag in providing streamlined referral/utilization review and claims experiences for our providers and patients. We appreciate our provider network’s role in providing members with positive, cost-effective laboratory service options. Our list of in-network laboratories include:

• Routine laboratory services (including but not limited to CBC, RBC, WBC, platelet count, hemoglobin, hematocrit, BMP, enzyme marker, HDL, LDL, hCG, Ammonia, CO2, ALT, SGPT, coagulation, bacterial culture, and urine culture)

  • Quest Diagnostics

  • Quest Contact Sheet

  • Quest Pathology Information

• Specialty laboratory services

  • LabCorp

  • Caris Life Sciences

  • Natera

  • Ambry Genetics

Therapy

List on Excel sheet (Therapy Vendors)

Ancillary Network

List on Excel sheet (Hoag Ancillary Network)

Pediatric Referrals

List on Excel sheet

Submitting Claims Via Office Ally

Office Ally is HPP’s preferred gateway for electronic data interchange (EDI) transactions.To register for the Office Ally Clearinghouse, visit OfficeAlly.com.

When submitting electronic claims through Office Ally, please use HPP’s payer ID code: HPPZZ.

• We encourage you to submit claims electronically, whether you have a small or large practice.

• Submitting claims electronically can help your office turn around claims faster, reduce denials and help improve cash flow.

To submit claims by mail, please send to:

Hoag Physician Partners P.O. Box 1260 Costa Mesa, CA 92626

EFT-ERA Payments

To sign up for EFT-ERA Enrollment a separate enrollment form must be completed for every Tax ID you wish to set up, for each individual insurance company (Payer) you want to enroll. For example, if you work with 10 Payers, ECHO will need 10 enrollment forms with the individual Payer name included on each form. There is no fee for this program.

Please allow 7-10 days for processing, please be advised that enrollments requiring additional validation may take longer to complete.Instructions for the EpicLink Remittances:

• A PDF remittance advice document can be found within Remittance Advice Search in EpicLink

• Search via Claim ID, Member ID, or Provider in EpicLink

• Select the hyperlink within the Check Number PDF of Remittance Advice

• The link will open and will be available to print or download

EFT-ERA Enrollment Form

Treatment Authorization

Treatment Authorization Form

The treatment authorization form should be used when you are unable to access EpicLink and need to submit an authorization immediately.

IMPORTANT NOTE: if a member is missing from EpicLink, please fill out an online member add form located here. A member add form will be needed for authorization requests in EpicLink and requests using the Treatment Authorization form. If you have access to EpicLink, it is highly recommended that you fill out the member add form and, once the member has been added, use EpicLink to request the authorization.

If you need access to EpicLink, please request access here. Once your access has been provisioned, please use EpicLink for all authorization requests.

Please send to the appropriate number according to authorization priority.

• Routine/Standard Requests: 949-791-3491

• Urgent/Expedited Requests: 949-791-3492

• Inpatient Admission Notification: 949-791-3489

Treatment Authorization Form

To find an In network HPP provider, please use: hoaghealth.org or click here for the HPP Provider Directory.

Frequently Asked Questions

Q: How long will it take for a determination to be made on a referral?

Q: In what instances would we use urgent as a priority? A: Urgent should be used for medical necessity, not patient preference of a patient to get something approved quicker.

Q: How do we submit authorization request? A: Preferred method – EpicLink, Fax – Complete the treatment authorization form and fax to the appropriate department.

Q: What is the quickest way to check the status of a referral? A: You can check the status of a referral on EpicLink

Q: The doctor has not finished their note documentation. Do I need to wait for the clinical documentation before submitting a referral request? A: You can submit the referral request without clinical documentation but we do not recommend it. If we do not receive proper clinical documentation, we will not be able to review the referral which may lead to a denial. We will call to obtain records if possible which will result in unnecessary burden on your office staff and delay a determination being made.

Q: The referral we submitted was denied but the doctor would like to discuss further. What steps do we take? A: A peer to peer can be requested on any denial. The contact information for our MD reviewer will be on the letter generated to you or you may call us at 949-791-3502 to request.

Q: What criteria does UM to make a determination on a referral? A: After determining eligibility and benefit coverage, UM makes determinations based on medical necessity. Listed below is the hierarchy that is used:

Medicare Advantage Plans:

• Plan Eligibility, Benefits and Coverage (Evidence of Coverage)

• Center for Medicare and Medicaid Services (CMS) National Coverage Determinations (NCDs)

  • Local Coverage Determinations (LCDs) or State Specific Mandates (Commercial)

  • Local Coverage Medical Policy Articles (LCAs)

  • Medicare Benefit/Coverage Policy Manual

  • Medicare Claims Processing Manual

  • Medicare Managed Care Manual

  • Medicare Program Integrity Manual

• CMS Drug Compendia

• Health Plan Coverage Medical Polices (as applicable)

• Milliman Care Guidelines (MCG)

• National Comprehensive Cancer Network Guidelines (NCCN)

• Diagnostic and Statistical Manual of Mental Disorders (DSM V)

• American Society of Addiction Medicine (ASAM)

• Hayes Health Technology Website (https://www.hayesinc.com)

• RedBook/Micromedex

Commercial:

• Plan Eligibility, Benefits and Coverage (Evidence of Coverage)

• Health Plan Coverage Medical Polices (as applicable)

• Milliman Care Guidelines (MCG)

• National Comprehensive Cancer Network Guidelines (NCCN)

• Diagnostic and Statistical Manual of Mental Disorders (DSM V)

• American Society of Addiction Medicine (ASAM)

• Hayes Health Technology Website (https://www.hayesinc.com)

• RedBook/Micromedex

Authorization Approval Policies A detailed breakdown of our policies is available on EpicLink.

Current policies and procedures are available on EpicCare Link

To access the Hoag Physician Partners Provider Manual, click here.

To access the HealthPlan Language Assistance Program (LAP) Resources, click here.

HPP Events

You can find webinars available for Continuing Medical Education (CME) credit by visiting www.hoag.org/cme. For assistance with CME (Continuing Medical Education) login credentials, please contact Diane Yoon at diane.yoon@hoag.org.

If you need the direct video link that was sent to you, please contact HPP.Providers@hoag.org.

Contact

HPP.Providers@hoag.org or (949) 791-3502 for more information about these events.

What is EpicCare Link

EpicCare Link is Epic’s web-based application for connecting Hoag to community practices. Through EpicCare Link, community users will be given secure access to patient information in the Hoag Epic data repository. EpicCare Link allows Hoag to extend patient information to external facilities and improve the continuity of care in our community.

With EpicCare Link, your office will have access to:

• Securely review referred and admitted patients’ medical records

• Submit and view orders, referrals, and authorizations

• View claims status and remittance advices

• Review clinical documentation to assist with billing and reconciliation

• Upload documents into patient’s Epic chart

• Receive automated messages through InBasket regarding authorizations, labs, appointments, and more

FAQ for EpicCare Link for your convenience.

If you already have Hoag’s EpicCare Link login and password, login with your Hoag provided credentials here.

If looking to request access, please reach out to your site administrator for access.

If you are having login issues or have any additional questions, please contact us at HPP.Providers@hoag.org or via phone at 949-791-3502.

Please review the self paced training videos below to provide additional information for using Hoag’s electronic medical record portal.

Video knowledge include information for:

• Site Administrators actions and procedures

• Patient information and filing

• Secure messaging

• Submitting and viewing authorizations

• Viewing claims

• Using the Customer Service Request form- and much more!

For any questions, please email us.

Requesting a New Site EpicCare Link Account

The initial request should be submitted for the site administrator for the new site. Once the site administrator receives their login information, all subsequent user requests will be submitted through the site administrator's account.

First-time organizations can sign up using either of the following options:

1. Enroll through EpicCare Link New Account Request: Please refer to the Tip Sheet, which can also be found at the following site: https://carelink.hoag.org/EpicCareLink_PRD/common/epic_login.asp

OR

Follow these two steps:

1. Step 1: Enroll your organization by contacting HPP.Providers@hoag.org

2. Step 2: Complete the required EpicCare Link forms, which can be downloaded below.

**The organization must have a site administrator. They handle site verification, user requests, and password support. More than one administrator can be assigned if needed.

Site Administrator Additional Responsibilities: • Requesting new user accounts • Deactivating accounts for users who no longer need access • Resetting passwords • Performing quarterly site verification

Once the EpicCare Link Team receives the completed agreement forms, they will notify the Site Admins of the outcome.

Adding New Users to an Existing Site

New user requests must be submitted by the Site Administrator along with a completed and signed User Agreement.

Site Administrator Instructions:

1. Log into EpicCare Link: https://carelink.hoag.org/EpicCareLink_PRD/common/epic_login.asp

2. Navigate to Admin > Account Requests > Request New Account

3. Select the appropriate template type and attach the signed User Agreement. The user is responsible for completing their portion of the form, and the site administrator must sign page 2 as the security authorizer.

Forms

• EpicCare & TapestryLink User Agreement

• Site Administrator Responsibilities (required if you are requesting an additional site administrator)

Important Reminders:

• Site Administrator – Required Forms

  • Data Access User Agreement

  • Site Administrator Responsibilities Agreement

• New User Requests: Required Forms

  • Data Access User Agreement

    • The site administrator must sign Section III of the Data Access User Agreement and submit the request through their EpicCare Link account.

• Organization Requirements:

  • Every organization must sign one Hoag Data Sharing Agreement.

  • Each organization must have at least one Site Administrator, who is responsible for:

    • Requesting new user accounts

    • Deactivating accounts for users who no longer need access

    • Resetting passwords

    • Completing quarterly site verification

Login Issues:

If you have received your credentials but are unable to log in to Hoag EpicCare Link, please contact your site administrator before reaching out to HPP.Providers@hoag.org

Questions:

For additional assistance, email HPP.Providers@hoag.org.