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Select from the following to get help answering your questions.

For Apple Health (Medicaid) providers

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Provider enrollment and revalidation	Provider Enrollment Phone: 1-800-562-3022 ext. 16137 Phones are open: Tuesdays and Thursdays from 7:30 a.m. to 4:30 p.m. (Closed from noon to 1 p.m.) Phones are closed: Mondays, Wednesdays, and Fridays. Online: HCA support portal
Billing and claims Service limitations Service card requests Health plan enrollments Benefit questions Technical issues with ProviderOne (providers only)	Medical Assistance Customer Service Center (MACSC) Client online form Provider online form Social service provider online form For claims close to two-year deadline Important! If you need assistance on a claim close to the two-year timely filing deadline, please type "Urgent, timely issue." in the Other Comments box. Phone: 1-800-562-3022 (choose "provider services") Long waits are sometimes required, but self-service options are available using the web forms above. TRS: 711 through Washington Relay. Business hours: Provider general line and social services billers: Monday through Friday, 7 a.m. to 4:30 p.m. (Pacific) (except state holidays) Claims line: Monday through Friday, 8 a.m. to noon and 1:30 to 3:30 p.m. (Pacific) (except state holidays) Nursing home claims line (ext. 16820): Monday through Friday, 8 a.m. to noon. (Pacific) (except state holidays)
Medical policy	Online: Apple Health clinical policy form

For behavioral health providers

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Apple Health behavioral health Non-Apple Health behavioral health Mental health Substance use Recovery support Peer support Employment support Housing support Prevention	In crisis? If you need immediate assistance, call 911. All people in Washington have access to the Washington Recovery Help Line at 1-866-789-1511 (24/7) and county mental health crisis lines. Have a question about a specific program within the Division of Behavioral Health and Recovery? Call: 1-360-725-1500
Behavioral health licensing and certification	Department of Health (DOH) Health Systems Quality Assurance Division (HSQA) Phone: 1-360-236-4700 Email: HSQA credentialing

For social services providers

As a social services provider, you may need to contact the Health Care Authority (HCA), the Department of Social and Health Services (DSHS), and/or an Area Agency on Aging (AAA) depending on your question. Please note, HCA does not offer in-person assistance for providers.

Claims and payments

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Viewing authorizations in ProviderOne Submitting direct data entry (DDE) claims Adjusting or voiding DDE claims Claim templates Template batch claims Looking up claims and payments Claim errors Understanding denied claims Technical issues with ProviderOne Understanding the remittance advice (RA) Payment issues (lost checks)	ProviderOne for Social Services billing guides and resources If additional claims assistance is needed after reviewing the billing guides and online resources, contact HCA's Medical Assistance Customer Service Center (MACSC) under For Apple Health (Medicaid) providers.
Batch file upload/adjustments .dat batch file upload and .dat batch claim adjustments (social services non-medical providers) HIPAA batch file upload & HIPAA batch claim adjustments (social services medical providers)	HCA’s HIPAA Help Desk Email: HIPAA help In email subject line, enter ‘Social Service Batch File’. In body of email, include your ProviderOne ID, the .dat file name or HIPAA file name, and a description of what you need help with.
Rates and fee schedules	For questions regarding rates on your client’s authorization, contact your client’s authorizing case manager Additional information: DSHS Office of Rates Management HCA billing guides and fee schedules (for social services medical, i.e., DME, PDN, etc.)
Managed care organization (MCO) billing	Contact the client’s MCO Additional resources: Community Behavioral Health Support (CBHS) webpage Intensive Behavioral Supportive Supervision (IBSS) fact sheet
Billing for nursing services	Nursing services Nurse delegation (ND) Private duty nursing (PDN)
Tax documents	Email: DSHS Social Services adult family homes (AFHs)   Email: DSHS Social Services providers (other than AFHs)   Caregiver employed by home care agency or CDWA, contact the home care agency or CDWA

Authorizations

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There is no active authorization The authorization is in ‘error’ or 'cancelled' status The authorized dates, units, or rates are wrong	The client’s authorizing case manager Note: The client’s case manager is listed on your ProviderOne Authorization list and on the ProviderOne authorization letter. If you do not receive a response from the case manager within two days, you may contact the case manager’s supervisor.

Client responsibility

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Client responsibility application on claims	The client’s authorization case manager
Client responsibility determination	The client’s public benefits specialist

ProviderOne account changes

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Signing up for direct deposit (electronic funds transfer-EFT) Updating information in ProviderOne (addresses*, email address, banking info, managing employees) DOH license upload assistance (social services medical providers) ProviderOne application for social services medical *If updating your physical location in ProviderOne, you must also inform your DSHS/AAA contract specialist	See Provider Enrollment under For Apple Health (Medicaid) providers.
Updating taxonomy (specializations) listed on ProviderOne account	The contract specialist on your DSHS/AAA contract

Accessing ProviderOne

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Login issues (i.e., password reset, locked out) Replacing System Administrator Setting up additional users or profiles	See ProviderOne Security under For complaints, reporting fraud, and access to ProviderOne.

Social service contracts

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My current social services contract Questions about current contract Renewing or terminating Getting contracted for additional services (PDN, CBHS, ECS, etc.) Change of ownership (CHOW)	The contract specialist listed on your current DSHS/AAA contract Additional contract and policy information for current providers: Long-term care professionals and providers (Home and Community Services-HCS) Long-term care manual Developmental Disabilities Community Services (DDCS) providers
Becoming contracted as a social services provider	Potential Medicaid contractors (HCS/AAA) Potential DDCS providers
Becoming a paid caregiver with a home care agency or Consumer Direct Care Network Washington (CDWA)	DSHS website Becoming a paid caregiver

Electronic visit verification (EVV)

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Roster upload for personal care services Error research for personal care services	DSHS Email: EVV questions Website: DSHS EVV website (personal care services)
Roster upload for home health services Error research for home health care services	HCA Email: HCA EVV home health Website: HCA EVV website (home health care services)

Urgent payment issues

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An urgent payment issue that impacts client services (i.e., I can’t receive payment due to ProviderOne issues)

DSHS: HCS or DDCS ProviderOne payment teams Note: You should only contact the DSHS ProviderOne payment teams after you have tried resolving your issue through the appropriate channels (i.e., case manager, contract specialist, or HCA) and client services are impacted. DSHS HCS providers Email: ProviderOne escalation DSHS DDCS Providers Contact the DDCS resource developer or contractor who will escalate to the regional payment specialist as needed. When emailing DSHS, please include your: Name (first and last). Name of your organization. ProviderOne ID (also known as your P1 domain). The date you emailed HCA and the corresponding HCA Ticket #. A brief description of your issue, who you've tried to contact, and how the issue impacts client services and/or your ability to receive payment.

For complaints, reporting fraud, and access to ProviderOne

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Comments Complaints Legislative and government inquiries	Email: AskMedicaid Nonsecure communication! This is not a secure communication and should not include any personal health information. Please include a Services Card number for identification purposes and faster service.
Reporting suspected Medicaid fraud	Email: HotTips Phone: 1-833-794-2345 (toll free)
Login information Security	Email: ProviderOne Security Locked out of ProviderOne? Users can unlock their own accounts by using the password reset functionality in ProviderOne. If you are still having issues, you must contact your organization/office's system administrator for assistance. If you are a system administrator, email ProviderOne Security to regain system access.

For rates and fee schedules

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Professional rates and fee schedules	Email: Professional rates
Hospital rates, payments, and fee schedules	Office of Hospital Finance Section manager Ambulance and ITA transportation Ambulance Quality Assurance Fund Ground Emergency Medical Transportation Program Ambulatory surgery centers (ASC) rates Certified public expenditure (CPE) Critical access hospitals (CAH) Disproportionate share hospital (DSH) Hospital safety net program (HSNP or SNAF) Inpatient hospital rates Nursing home proshare Out-of-state hospital contracts Out-of-state ambulance transportation Outpatient hospital rates Professional services supplemental payments (ASSP and PSSP) Trauma Care Fund supplemental payments UW inpatient and outpatient directed payments Regular mail — send to: Office of Hospital Finance Health Care Authority PO Box 45510 Olympia, WA 98504-5510 Certified and FedEx mail: The sender cannot send this type of mail to a post office box. Refer to the USPS or FedEx mailing forms for their specific format. Office of Hospital Finance Health Care Authority (optional) Cherry Street Plaza 5th Floor (MS:45510) 626 8th Avenue SE Olympia, WA 98501