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Lactation Consultants Step-by-Step Process

Click on the steps to view end-to-end process workflow for referrals to Community Supports services.

Verify if the member is eligible for LC services by checking eligibility through:

If you are a provider who currently does not have access to the Oregon Medicaid Management Information System (MMIS) portal call Provider Services at 800-336-6016 (option 5) or visit the OHP provider website at https://www.oregon.gov/oha/HSD/OHP/Pages/Provider-Splash.aspx

Refer to the Referral and Auths Guidance for CS Providers training located on the CalAIM Provider Training page to see the steps to check eligibility and submit authorizations through the provider portal.


Make a referral by using one of the following:

  • Refer a member to CS services through findhelp (recommended).

    Make a referral by following the steps below:
    1. Sign in or create an account by selecting Sign-up at the top right corner. Fill in your information and create a password.
    2. Go in to CalAIM Assessment to complete and document the member's information and view available CS programs.
    3. If the provider's program card has a check mark on the upper right-hand corner, that means the CS provider is setup to receive referrals through findhelp (if the checkmark is missing, contact the CS provider directly to make a referral). Click the REFER button to make a referral.
  • Refer a member by contacting the CS provider directly:
    1. Find a CS provider through our Provider Directory:
    2. Contact the contracted CS provider and provide the member's contact and any supplemental information used to determine the member's eligibility for CS services.


CS providers may receive referrals through findhelp or other means.

findhelp

  • CS providers will receive a referral notification letting them know they have a new referral. The referrals will automatically be added to their Inbound Referrals dashboard.
  • The member's contact information is included in the notification so that CS providers can connect with the member directly. If a comment was included at the time of the referral, that will be in the body of the email.
  • CS providers will be responsible for checking the CS authorization guide to qualify the member for the CS services and submit an authorization prior to providing the services (refer to step 6).
  • When the authorization is approved, CS providers can update the status of the referral directly from the email notification or their inbound dashboards. The updated status will be reflected in real time in each respective dashboard (refer to step 7).

Other means

  • CS providers can receive referrals directly from other entities by using the contact information listed in the provider directory.
  • CS providers will be responsible for checking the CS authorization guide to qualify the member for the CS services and submit an authorization prior to providing the services (refer to step 6).
  • When the authorization is approved, we recommend CS providers notify the referring entity (refer to step 7).

The CS provider will follow up with the member to collect their consent and all supporting documents needed for authorization. Refer to the CS authorization guides to determine what documents to submit with the authorization request. Note: Member consent can be written or verbal as long as you have a record of it. We do not have a template for consent and you are not required to submit it to us.


How do I submit authorizations?

Submit authorizations by either of the following:

For more information on how to submit authorization requests, refer to the Referral and Auths Guidance for CS Providers training located on the CalAIM Provider Training page.

Note: The training deck is available after viewing the training video.

How can I check the status of authorization?

You can check your authorization status through the provider portal. If you submit the authorization request by fax, it will take longer for the authorization to appear in the provider portal. If you do not have access to the provider portal, you will receive a letter after a decision is made on the authorization request by mail.

Note: The standard turnaround time for authorization requests is five business days. If additional information is needed to make a prior authorization decision, our authorization team will contact you by phone or email.


The CS provider will contact the member to complete necessary screenings or assessment before rendering services. Each CS requirement and documentation will vary. Refer to the CS authorization guide before providing service to the member.

Billing

Providers can bill CS services by submitting a claim or an invoice form. Note: If you submit a claim, you won't have to submit an invoice and vice versa.

Bill with a claim

Submit claims using one of the following:

Bill by invoice

Complete and submit Invoice forms:

Billing training

To learn more about how to bill for CS services, refer to the Claims and Invoice Guidance for CS Providers training on the CalAIM Provider Training page.

Note: The training deck is available after viewing the training video.

Additional tips

When should authorizations be submitted?

Provider TypeWhen to Submit Authorization
ECM providerIf you identify a member for ECM not on the Member Information File (MIF) (authorization request will generate an ECM referral).
CS provider
  • If you identify member who may qualify for CS.
  • If the member already has an approved authorization on file that needs additional units for CS services (refer to CS auth guides to determine if more units can be added).
  • If the member already has an authorization on file that's expired or soon to be expired that needs to be extended (refer to CS auth guides to determine what can be extended).
Provider not contracted for ECM or CSIf you identify a member for ECM. The authorization request will generate an ECM referral. Please note, ECM authorization is not required so the member and provider will not receive an authorization letter. The member will receive an outreach from an assigned ECM provider.