Community Health Plan of Washington Medicare Advantage Plans Community Health Plan of Washington Medicare Advantage Plans

Health Management

Providing Care to Manage Complex Health Conditions

Our Health Services Team offers a robust approach to evaluating the effectiveness of care members receive. Through identifying risk, needs, and goals, we develop action plans and provide exceptional levels of care to our most vulnerable members. This involves coordinating a variety of services to make sure that members’ needs are met.

We monitor the health management process with care-usage reviews as well as analysis that identifies potential for care coordination, disease management, and members who may be at risk for improper use of care resources. Our providers can access health management resources for patients in several ways, through prior authorization requests, or through a case management referral.

Providers can refer patients using the Case Management Referral Form. Please fax the completed form to 206-642-7073 or email a scanned copy to [email protected].

Health Services Programs

We offer a variety of programs that follow specific guidelines to ensure our health care services are efficient and effective. Our Health Services Team uses clinical and evidence-based guidelines as tools in the health management process.

The Health Services Team consists of clinical and nonclinical staff in the following areas:

  • Case Management
  • SSI and SNAP Referrals
  • Utilization Management / Prior Authorization
  • Health Coaching Program
  • Health Homes
  • Utilization Management
  • Patient Review and Coordination (PRC) program.

Continuity and Transitions of Care

From time to time, member benefits may be transferred from one plan or primary care provider to another or expire during a course of treatment through termination of the contract, dis-enrollment, or exhaustion of available benefits. At times like these, we promote smooth and seamless continuity and transition of medically necessary care and integration of services. This way there is no interruption to the member’s care or prescription medications while striving to preserve the relationship between members and providers throughout the process.

Health Services staff will work with directly with members on facilitating coordination efforts by providers to assist the continuity and transition to other care when necessary. They will contact community agencies or make referrals to public assistance as appropriate and authorized by the member. They are also available to assist providers to coordinate appropriate services and programs available to members from such resources as:

  • Care Managers
  • Transportation and Interpreter Services
  • Dental services
  • Health Homes
  • Regional Support Networks for mental health services
  • Substance Use Disorder services
  • Aging and Disability Services, including home and community-based services
  • Skilled nursing facilities and community-based residential programs
  • Department of Health and Local Health Jurisdiction services

Patient Review and Coordination (PRC) Program

Patient Review and Coordination (PRC) Program helps members use their medical services safely and appropriately.

Some members get care from several different doctors and use different pharmacies. They might use the emergency room a lot. They may have a high number of the same medications.  When care is not coordinated, it can be dangerous. Sometimes we place these people in PRC because of these factors. Members must meet the criteria identified in WAC 182-501-0135 to be eligible for this program.

Members who are selected for PRC must choose one primary care providerpharmacy, and hospital. If the member does not choose providers, we will choose them for the member. Members in PRC must go to these providers only. If a member in PRC goes to any other provider without a referral, the member must pay for the service.

One primary care provider makes sure medical care and prescriptions are coordinated for the health and safety of the member. PRC makes this possible. Members stay in the PRC program for at least 2 years as determined by state law.

Clinical Care Management Criteria and Guidelines

We follow these rules:

  • Utilization Management decision makers approve or deny based only on whether the care and service are appropriate and whether the care or service is covered.
  • CHPW does not reward providers or others for denying coverage or care.
  • CHPW does not offer financial incentives to encourage Utilization Management decision makers to make decisions that result in under-using care or services.

Staff members are available to discuss the health management process, and appropriate peer reviewers (medical director, pharmacist, or associate clinical director) are available to discuss any management authorizations or denials. Relevant policies and/or clinical criteria are available upon request.

To contact our staff and peer reviewers, please call 1-800-942-0247 (TTY Relay: Dial 711).


Required Training

Providers are required to complete a Fraud, Waste, and Abuse training within 90 days of contracting with CHPW and annually thereafter. All clinic staff – including CEOs, senior leaders, managers, clerical/admin staff, physicians, and other clinical staff – are required to receive this training. Training courses are available on the CMS Medicare Learning Network website.

More information can be found in our Provider Manual.


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