The Passing of the Baton: MSP Commercial Repayment Center Contractor Transition
Today change is in the air as Performant Recovery, Inc. prepares to take the helm as the new MSP Commercial Repayment Center Contractor with CMS. Town Hall presentations were held via webinar on January 17 for Group Health Plans (GHP), and January 18 for the Non-Group Health Plans (NGHP). Per Ted Doyle, MSP CRC Project Director, Performant’s main goal as the incoming CRC is to provide a smooth and seamless transition and emphasized CMS processes would remain unchanged. If you were not able to attend the call, slide decks from both presentations will be available sometime next week on CMS.gov website, CB&R page, click on the What’s New tab.
CMS processes can be complicated and knowing what to expect next is half the battle. Here is a recap of the takeaways so that you can avoid any last-minute scrambling when the change occurs.
For both GHPs and NGHPs, all current case information will be transitioned from CGI Federal to Performant, who will have access to complete case histories, communications, correspondence, contact information and authorizations. There are also no changes to portal logins or RRE numbers. Per Mr. Doyle, the transition will have no effect on the BCRC. It was explained that the current recovery processes and time frames are determined by CMS and will remain the same.
The Performant CRC call center number is also unchanged (855) 798-2627 and will be available from 8 AM to 8 PM EST, except for the transition cutover or “Dark Days” which will occur on February 8-9, 2018. During that time the CRC Portal (CRCP) will not be available. The MSPRP will be available to review CRC case information, however, you will not be able to upload case documentation. Any correspondence received during the dark days will be held and transferred to Performant. They emphasized that correspondence should not be re-sent as they will have access to all the documents currently with CGI Federal.
So here is the transition timeline as it was presented:
CGI’s Fax Servers will be turned OFF effective 8:00PM EST February 6, 2018
CGI’s Call Center IVR will be turned OFF effective 12:00 PM EST February 9, 2018
Performant’s Fax Servers will be turned ON effective 8:00 AM EST February 12, 2018
Performant’s Call Center IVR will be turned ON effective 8:00 AM EST February 12, 2018
Hardcopy (paper) information received prior to February 12, 2018 will be held by Performant and NOT PROCESSED until February 12th.
Different addresses and fax numbers have been assigned for GHPs and NGHPs and are indicated below so you can update your address information. In addition, effective February 12, 2018, Performant will have an email box to address any questions/concerns: CRCNGHPinquiries@performantcorp.com . Should you run into issues you cannot resolve at the call center level, the requested path of escalation would first include the Recovery Manager (see below), then Ted Doyle the MSP CRC Project Director (925-337-5558, firstname.lastname@example.org ), and finally John Albert with CMS.
Effective 02/12/2018, use the Performant address and fax number for ALL GHP MSP Correspondence: Medicare Commercial Repayment Center – GHP
P.O. Box 248909 Oklahoma City, OK 73124-8909 Ph: (855) 798-2627 (This is the same phone number currently used) 8 AM to 8 PM EST Fax: (844) 315-4313 (new fax number for the GHP)
Annalisa Turturici, MSP CRC GHP Recovery Manager with Performant Ph: (209) 858-3599 email@example.com
Effective 02/12/2018, use the Performant address and fax number for ALL NGHP ORM MSP Correspondence: Medicare Commercial Repayment Center – NGH ORM
P.O. Box 269003 Oklahoma City, OK 73216-9003 Ph: (855) 798-2627 (This is the same phone number currently used) 8 AM to 8 PM EST Fax: (844) 315-7627 (new fax number for the NGHP)
Laura Martinez, MSP CRC NGHP Recovery Manager with Performant Ph: (209) 858-3705 firstname.lastname@example.org
“The only thing that is constant is change” Greek philosopher Heraclitus (c. 500 BCE).
There is something about a “learning curve” we resist until we are comfortable with the new process. What better way to handle it than being prepared. We wish to thank CGI Federal for their work in the past. To Performant Corp, best of luck through the transition, we look forward to working with you in 2018 and beyond.