What is a denial? A denial means Molina Healthcare is telling a provider and you that services will not be rendered or bills will not be paid. If we deny your service or claim, you have the right to request why your services or bills were denied. You also have the right to appeal.
If your service or claim is denied, you will get a letter from Molina Healthcare telling you about this decision. This letter, called a Notice of Action, will tell you about your right to appeal. You can also read about these rights in your Member Handbook.
Member Services staff can also help you file an appeal. If you are not happy with the result of your appeal for a disputed health care service, you can ask for an Independent Medical Review (IMR). This means providers outside Molina Healthcare review all the facts in your case and make a decision. We will accept that finding.
Would you like to ask for a review of an appeal? Call Member Services and ask them to help set this up for you.
How to appeal a denial
If you receive a Notice of Action from Molina Healthcare, you have three (3) options for filing a grievance. A Notice of Action is a formal letter telling you that a medical service has been denied, deferred, or modified.
- Members have sixty (60) days from the date on the Notice of Action to file an appeal with Molina Healthcare. Members may file an appeal in person, in writing, by e-mail, fax, TTY or telephone. We will send the member a letter acknowledging receipt of the appeal within five (5) calendar days. All levels of Molina Healthcare’s grievances and appeal procedures will be completed in thirty (30) calendar days.
- Members may request a State Fair Hearing from the Utah Department of Health, Division of Medicaid and Health Financing within 120 days.
- Members may request an Independent Medical Review (IMR) from the Department of Managed Health Care (DMHC).
If you have any problem reading or understanding this or any Molina Healthcare information, call Member Services at (888) 483-0760. We can explain in English or in your primary language. You may request printed versions of these materials and they will be sent to you free of charge and within five business days. We may have it printed in other languages. You may ask for it in braille, large print, or audio. If you are hearing impaired, dial 711 for the Utah Relay Service.