Here is your go-to guide for RightCare
Filled with useful information, your provider handbook helps you care for your patients the way they need. It’s
pretty handy to have, especially if you don’t always have Internet access. Inside you’ll find:
If you need this book in a different format such as audio, large print, braille, or in a language other than
English and Spanish, call RightCare Member Services.
RightCare Provider Relations and Services Hotline (including claims questions) 1-855-TX-RIGHT (1-855-897-4448)
- Provider Newsletters — All the latest
information regarding Medicaid and information Provider's should know.
- Provider Advisory Group— RightCare will conduct quarterly Provider Advisory
Groups with network providers to address any needs and concerns from the provider population. The
Provider Advisory Group will include acute care, pharmacy providers, SWHP Provider Services, Medicaid
Operations staff, and the RightCare Medicaid Medical Director. SWHP will review phone calls and
complaint logs to determine patterns of concern that need to be addressed. SWHP will solicit providers
for participation after they have completed the contracting and credentialing process. Provider feedback
will be requested on the Provider Manual, newsletters, and the RightCare website. RightCare will utilize
technology to engage providers across the service area. For more information on Provider Advisory
Groups, please contact RightCare Provider Relations at 1-855-TX-RIGHT (1-855-897-4448).
2017-2018 Texas Medicaid Standing Order for Mosquito Repellent
RightCare recommends that all complaints received from providers be submitted in writing to:
RightCare from Scott & White Health Plan Attn: Dispute Resolution MS-A4-144 1206 West
Campus Drive Temple, TX 76502 1-855-TX-RIGHT (1-855-897-4448)
Or by e-mail to: firstname.lastname@example.org or fax to: 254-298-3086.
A provider who believes that they did not receive full due process from RightCare may file a complaint with HHSC.
Providers must exhaust the complaint/appeal process with RightCare before filing a complaint with HHSC.
Complaints must be in writing and received by HHSC within sixty (60) calendar days from RightCare’s
notification of final action. A provider may file a complaint with the HHSC at the following address:
Texas Health and Human Services Commission Re: Provider Complaint Health Plan Operations,
H-320 PO Box 85200 Austin, TX 78708
Or by e-mail to: HPM_Complaints@hhsc.state.tx.us
Provider Claim Appeals
A claim appeal is a request for reconsideration of payment for a previously adjudicated claim. Providers who are
filing an appeal of a claim decision will need to submit a copy of the Explanation of Benefits (EOB) page
showing the claim in question, a claim form, and other supporting documentation including the reason for the
appeal. Providers should submit one copy of the EOB for each claim to be appealed and circle which claim is
being appealed. The reason for the appeal or reconsideration request may be written on the EOB or described in a
separate document. All information should be printed on a single side of the copy. If the original claim was
denied for incorrect information, a new CMS 1500 or UB-04 with the corrected information should be submitted as
a corrected claim and follow the process indicated below. Appeals must be written, and submitted within 120
days from the date of disposition, which is the date on the Remittance Advice. All appeal requests will receive
an acknowledgement letter within 10 days of receipt of the appeal. RightCare will adjudicate all appeals within
30 days of receipt of the appeal. Submit all correspondence to:
RightCare from Scott and White Health Plan Attn: Claims Appeals MS-A4-144 1206 West Campus
Drive Temple, Texas 76502 1-855-TX-RIGHT (1-855-897-4448)
Or by e-mail to: email@example.com or fax to: 254-298-3272.