1. Lori L. Hock 2015 ForwardHealth — Resources for Success

2. Agenda o Overview. o What are resources? o Who are resources for? o ForwardHealth Portal. o Portal user guides. o Email subscription. o ForwardHealth Updates. o Online Handbook. o Provider-specific resources. o Fee schedules. o Provider Services. o Provider Relations Representatives. o Training opportunities.

3. Overview The goal of this session is to create a connection between your facility’s business processes and the resources that ForwardHealth offers to support them.

4. What are resources? Resources include, but are not limited to, the following: o ForwardHealth Portal. o Online Handbook. o ForwardHealth Updates. o Portal User Guides. o Provider Services.

5. Who are resources for? Everyone.

6. ForwardHealth Portal The ForwardHealth Portal, located at www.forwardhealth.wi.gov/, contains public and secure information: o All resources discussed in this session are accessible from the public or secure Portal.

7. Portal User Guides Portal user guides give instructions on different Portal functionalities, such as: o Public — Maximum allowable fees, email subscription. o Secure — Claim submission, enrollment verification. User guides can be viewed online or downloaded as a PDF file.

8. Email Subscriptions Individual providers, or any number of staff or other interested parties from an organization, may register for email subscriptions in order to receive email notifications of: o New provider publications. o Upcoming training sessions. Users are able to select by: o Program (Wisconsin Medicaid, BadgerCare Plus, Wisconsin Well Woman or Wisconsin Chronic Disease Program). o Provider type (e.g., physician, hospital, durable medical equipment [DME] vendor).

9. ForwardHealth Updates Updates announce the latest information regarding : o Policy and coverage changes regarding prior authorization (PA) and claim submission requirements. o Policy is posted in Updates, then incorporated into the Online Handbook. o Email subscribers will receive an email notification when Updates are published. o All-provider Updates are sent to every provider type, whereas provider-specific Updates are only sent to the affected provider types. Updates can be viewed online or downloaded as a PDF file.

10. Online Handbook The ForwardHealth Online Handbook: o Is updated real-time and contains the current policy. o Incorporates the information published in Updates, unless specifically noted otherwise in the Update. o Contains program- and provider-specific information. The Online Handbook should be viewed online. It is archived monthly as a PDF file, which may be found on the ForwardHealth Publications page of the Providers area of the Portal.

11. Provider-Specific Resources Provider-specific resources are grouped by provider type (e.g., physician, hospital, DME vendor) and come in multiple formats, such as: o Web-based tools. o Downloadable Text (.TXT), PDF, or Excel files. o Links to ForwardHealth or other external websites.

12. Fee Schedules Maximum allowable fee information is available on the ForwardHealth Portal in the following forms: o Interactive fee schedule. o Downloadable.TXT files of fee schedules. o Downloadable PDFs of the DME Index and Disposable Medical Supplies Index.

13. Provider Services Provider Services provides information via: o Immediate telephone assistance: 800-947-9627. o Written correspondence. o Walk-in appointments. Providers may contact Provider Services for information regarding a variety of topics, such as: o Billing and claim submissions. o Provider enrollment. o Coordination of benefits. o Assistance with completing forms. o Assistance with remittance information and claim denials. o Policy clarification. o PA status. o Verifying covered services.

14. Professional Relations Representatives The Professional Relations Representatives focus primarily on provider education, including: o Conducting large-group provider training sessions throughout the state. o Providing training and information for newly enrolled providers and/or new staff. o Participating in professional association meetings. o Individualized provider training sessions.

15. Provider Relations Representatives (Cont.) The Provider Relations Field Representatives Map includes information about the field reps’: o Territories. o Specialty groups. o Contact information.

16. Training Opportunities On-site sessions: o Statewide. o Provider facility based. Online (real-time, Web-based) sessions: o Portal Fundamentals. o Brown Bag sessions. o Recorded webcasts. o Other new and ongoing sessions.

17. Training Opportunities (Cont.) Notification of Training Opportunities on the Portal (www.forwardhealth.wi.gov/) o The Trainings link, located in the Providers box on the left side of the Portal home page. o Portal messaging via your secure Provider account on the Portal. o Email subscription service.

18. Thank YouThank You