Common use of External Complaint Procedures Clause in Contracts

External Complaint Procedures. You must request external review within six months from the date of the adverse determination. • an adverse determination that involves a medical condition for which the time frame for completion of an expedited internal appeal would seriously jeopardize the life. • or health of the enrollee or would jeopardize the enrollee's ability to regain maximum function and the enrollee has simultaneously requested an expedited internal appeal; an adverse determination that concerns an admission, availability of care, continued stay, or health care service for which the enrollee received emergency services but has not been discharged from a facility; or • an adverse determination that involves a medical condition for which the standard external review time would seriously jeopardize the life or health of the enrollee or jeopardize the enrollee's ability to regain maximum function. The external review entity must make its expedited determination to uphold or reverse the adverse determination as expeditiously as possible but within no more than 72 hours after the receipt of the request for expedited review and notify the enrollee and the health plan company of the determination. If the external review entity's notification is not in writing, the external review entity must provide written confirmation of the determination within 48 hours of the notification. • If your complaint is denied based on our medical necessity criteria, you have the right to request external review upon receiving notice of our decision on your complaint. If your complaint is denied for any other reason, you have the right to request external review upon notice of our decision at the completion of your first level appeal. However, if the complaint relates to a malpractice claim, the complaint shall not be subject to the Internal Complaint Process. • To initiate the external review process, you may submit a written request for an external review to the Commissioner of Health (Commissioner of Commerce). This written request must be accompanied by a $25 filing fee payable to the Commissioner. This fee may be waived by the Commissioner in cases of financial hardship. We must participate in this external review, and must pay the cost of the review which exceeds the $25 filing fee. If the adverse determination is completely reversed, the filing fee must be refunded. Filing fees are limited to $75 in a contract year. • Upon receipt of the request for external review, the external reviewer must provide immediate notice of the review to the complainant and to us. Within 10 business days, the enrollee and HealthPartners must provide the reviewer with any information they wish to be considered. The enrollee (who may be assisted or represented by a person of their choice) and us shall be given an opportunity to present our versions of the facts and arguments. Any aspect of the external review involving medical determinations must be performed by a health care professional with expertise in the medical issue being reviewed. • An external review must be made as soon as possible, but no later than 40 days after receipt of the request for external review. Prompt written notice of the decision and the reasons for it must be sent to the enrollee, the Commissioner of Health or Commissioner of Commerce, and to us. • The results of the external review are non-binding on the enrollee and binding on us. We may seek judicial review on grounds that the decision was arbitrary and capricious or involved an abuse of discretion. CONDITIONS‌

External Complaint Procedures. You must request external review within six months from the date of the adverse determinationAdverse Determination. • an adverse determination An Adverse Determination that involves a medical condition for which the time frame for completion of an expedited internal appeal would seriously jeopardize the life. • life or health of the enrollee Enrollee or would jeopardize the enrolleeEnrollee's ability to regain maximum function and the enrollee Enrollee has simultaneously requested an expedited internal appeal; an adverse determination appeal • An Adverse Determination that concerns an admission, availability of care, continued stay, or health care service for which the enrollee Enrollee received emergency services Emergency Services but has not been discharged from a facility; or Facility • an adverse determination An Adverse Determination that involves a medical condition for which the standard external review time would seriously jeopardize the life or health of the enrollee Enrollee or jeopardize the enrolleeEnrollee's ability to regain maximum function. function The external review entity must make its expedited determination to uphold or reverse the adverse determination Adverse Determination as expeditiously as possible but within no more than 72 hours after the receipt of the request for expedited review and notify the enrollee Enrollee and the health plan company of the determination. If the external review entity's notification is not in writing, the external review entity must provide written confirmation of the determination within 48 hours of the notification. • If your complaint Complaint is denied based on our medical necessity criteria, you have the right to request external review upon receiving notice of our decision on your complaintComplaint. If your complaint Complaint is denied for any other reason, you have the right to request external review upon notice of our decision at the completion of your first level appeal. However, if the complaint Complaint relates to a malpractice claim, the complaint Complaint shall not be subject to the Internal Complaint Process. • To initiate the external review process, you may submit a written request for an external review to the Commissioner of Health (Commissioner of Commerce). This written request must be accompanied by a $25 filing fee payable to the Commissioner. This fee may be waived by the Commissioner in cases of financial hardship. We must participate in this external review, and must pay the cost of the review which exceeds the $25 filing fee. If the adverse determination Adverse Determination is completely reversed, the filing fee must be refunded. Filing fees are limited to $75 in a contract year. • Upon receipt of the request for external review, the external reviewer must provide immediate notice of the review to the complainant and to us. Within 10 business days, the enrollee Enrollee and HealthPartners must provide the reviewer with any information they wish to be considered. The enrollee Enrollee (who may be assisted or represented by a person of their choice) and us shall be given an opportunity to present our versions of the facts and arguments. Any aspect of the external review involving medical determinations must be performed by a health care professional with expertise in the medical issue being reviewed. • An external review must be made as soon as possible, but no later than 40 days after receipt of the request for external review. Prompt written notice of the decision and the reasons for it must be sent to the enrolleeEnrollee, the Commissioner of Health or Commissioner of Commerce, and to us. • The results of the external review are non-binding on the enrollee Enrollee and binding on us. We may seek judicial review on grounds that the decision was arbitrary and capricious or involved an abuse of discretion. CONDITIONS‌

External Complaint Procedures. You must request external review within six months from the date of the adverse determinationAdverse Determination. You have the right to proceed to external review without exhausting the internal complaint or appeal process under the following circumstances: • We waive the exhaustion requirement • We are considered to have waived the exhaustion requirement by failing to substantially comply with any requirements including but not limited to, time limits for internal complaints or appeals • You apply for an adverse determination expedited external review at the same time as you qualify and apply for an expedited internal review • In the event of nonparticipating provider balance billing as described in Minnesota Statutes § 62Q.556 • An Adverse Determination that involves a medical condition for which the time frame for completion of an expedited internal appeal would seriously jeopardize the life. • life or health of the enrollee Enrollee or would jeopardize the enrolleeEnrollee's ability to regain maximum function and the enrollee Enrollee has simultaneously requested an expedited internal appeal; an adverse determination appeal • An Adverse Determination that concerns an admission, availability of care, continued stay, or health care service Health Care Service for which the enrollee Enrollee received emergency services Emergency Services but has not been discharged from a facility; or Facility • an adverse determination An Adverse Determination that involves a medical condition for which the standard external review time would seriously jeopardize the life or health of the enrollee Enrollee or jeopardize the enrolleeEnrollee's ability to regain maximum function. function The external review entity must make its expedited determination to uphold or reverse the adverse determination Adverse Determination as expeditiously as possible but within no more than 72 hours after the receipt of the request for expedited review and notify the enrollee Enrollee and the health plan company of the determination. If the external review entity's notification is not in writing, the external review entity must provide written confirmation of the determination within 48 hours of the notification. • If your complaint Complaint is denied based on our medical necessity Medical Necessity criteria, you have the right to request external review upon receiving notice of our decision on your complaintComplaint. If your complaint Complaint is denied for any other reason, you have the right to request external review upon notice of our decision at the completion of your first level appeal. However, if the complaint Complaint relates to a malpractice claim, the complaint Complaint shall not be subject to the Internal Complaint Process. • To initiate the external review process, you may submit a written request for an external review to the Commissioner of Health (Commissioner of Commerce). This written request must be accompanied by a $25 filing fee payable to the Commissioner. This fee may be waived by the Commissioner in cases of financial hardship. We must participate in this external review, and must pay the cost of the review which exceeds the $25 filing fee. If the adverse determination Adverse Determination is completely reversed, the filing fee must be refunded. Filing fees are limited to $75 in a contract year. • Upon receipt of the request for external review, the external reviewer must provide immediate notice of the review to the complainant Complainant and to us. Within 10 business days, the enrollee Enrollee and HealthPartners must provide the reviewer with any information they wish to be considered. The enrollee Enrollee (who may be assisted or represented by a person of their choice) and us shall be given an opportunity to present our versions of the facts and arguments. Any aspect of the external review involving medical determinations must be performed by a health care professional with expertise in the medical issue being reviewed. • An external review must be made as soon as possible, but no later than 40 days after receipt of the request for external review. Prompt written notice of the decision and the reasons for it must be sent to the enrolleeEnrollee, the Commissioner of Health or Commissioner of Commerce, and to us. • The results of the external review are non-binding on the enrollee Enrollee and binding on us. We may seek judicial review on grounds that the decision was arbitrary and capricious or involved an abuse of discretion. CONDITIONS‌.