Known Issues and Updates | Department of Health Care Policy and Financing

ATTENTION: The Provider Services Call Center is currently experiencing higher-than-average wait times. To reduce wait times, providers can select the new "virtual hold" option to hang up the phone while keeping their place in line and receive a call back when an agent is available. Providers are encouraged to use the new automated phone system for self-service instead of holding for an agent. Providers can verify payment history, claims status and associated EOB codes, and member eligibility.

ATTENTION: The Provider Services Call Center phone number has changed. The new number is 833-468-0362.

General Updates

Finance

Validation of Provider Taxpayer Identification Numbers (TIN) Against Internal Revenue Service (IRS) Data
Provider Taxpayer Identification Numbers (TIN) are being validated against IRS data. If a provider's TIN does not match the IRS data, the provider will receive a letter notifying them that their contract has been put on hold until the TIN is verified. The letter will include what type of IRS documentation is required to verify the TIN and specific instructions on how to submit the required documentation.

Checks for Refund Payment Must Be Made Out to 'Colorado Department of Health Care Policy and Financing'

When writing a check to refund payment, make the check out to "Colorado Department of Health Care Policy and Financing" and mail it to:

Gainwell Technologies
P.O. Box 30
Denver, CO 80201

However, it is highly recommended to submit electronically as that will automatically set up an Accounts Receivable (AR) balance. To learn how to copy, adjust or void a claim in the Provider Web Portal, reference the Provider Web Portal Quick Guide - Copy, Adjust, or Void a Claim, available on the Quick Guides web page.

Checks made out to other entities (such as ACS, Consultec, DXC, Hewlett Packard, HP, HPE, Xerox, etc.) will be returned. "Colorado Department of Health Care Policy and Financing" is the only pay-to name that will be accepted.

Provider Web Portal

HCBS Program Aid Code Changes for Member Eligibility

Home and Community-Based Services (HCBS) providers may now see Universal Aid Code “MH” associated with some Waiver Benefit Plans for eligible members when they check a member's eligibility in the Provider Web Portal. The new MH Universal Aid Code replaces thirteen (13) prior aid codes, beginning March 1, 2024. Waiver Benefit Plans for eligible members may be missing from their Benefits Details list due to a known delay by the counties in determining the benefit plans. Members must show a benefit plan as well as the MH code for claims to process correctly. If the benefit plan is missing, HCBS providers may submit a request via this form to update a benefit plan. HCBS providers should not contact the county or the case manager to update the benefit plan.

How to Look Up a PAR on the Provider Web Portal

HCBS providers can view a member's Prior Authorization Request (PAR) status in the Provider Web Portal. To look up a PAR on the Web Portal, users should choose the "Care Management" option from the home page and click "View Authorization Services". Users should then enter the member identification number and approved PAR number into the Web Portal to search for the PAR status. Providers should still be receiving PAR letters and/or PAR numbers from the case managers. Providers may also contact the Provider Services Call Center to obtain a PAR number. PARs that are visible in the Web Portal are finalized PARs in the Colorado interChange. PARs that are in process in the Bridge cannot be viewed through the Web Portal. For more information on viewing PARs on the Web Portal, refer to the Viewing Prior Authorizations in the Portal Quick Guide, available on the Quick Guides web page.

Claims Paid with “0” Date

A claim may show as "Paid" (with a Paid date of "0") in the Provider Web Portal, but does not show as "Paid" on the Remittance Advice (RA). This is due to the claim being caught in a pre-payment cycle that checks for errors that may cause problems with the financial cycle. The claim is reviewed before being released but may take a few weeks to review.

Outdated Version of Microsoft Edge Browser May Cause Provider Web Portal Errors

Providers should not use older versions of the Microsoft Edge browser, such as version 42.17134, when accessing the Provider Web Portal. Providers should ensure they have downloaded the most recent version of Microsoft Edge, or they are using another supported web browser. To see a list of supported web browsers, refer to the Website Requirements web page of the Provider Web Portal.

Provider Web Portal Error Message When Submitting Claims

Some Provider Web Portal users have experienced an intermittent "Error" message asking them to "try again later" when trying to submit claims. It appears a combination of internal factors in the system along with external factors with the user's network/internet connection is causing the problem. The following steps have proven helpful to several users to resolve this issue:

- Clear your browser's cache.
- Run a connection speed test.
- Log out and come back at a later time - even a few minutes may help.
- Use the system during non-peak hours (peak hours are 7:00 a.m. to 4:00 p.m. Monday through Friday). Please note that the Provider Web Portal is down for regularly scheduled maintenance every Wednesday night beginning at 7:00 p.m. MT. Anticipated downtime is usually less than 2 hours but could be up to 5 hours.
- Try using another browser (Internet Explorer is the recommended browser).

If this does not resolve the issue, contact the Provider Services Call Center. Let the agent know you have tried the suggestions above and provide them with your log-on ID, Provider ID, an explanation of what you were doing on the portal at the time of the error and contact information for follow-up.

Provider Web Portal Inactivity Setting Update

The Provider Web Portal will allow users 15 minutes of inactivity. If the Web Portal is left idle for 15 minutes, the user will be logged out and must go to the login page and enter their credentials to access the Web Portal again.

Clinical Laboratory Improvement Amendments (CLIA) Certification Effective and End Dates

Providers should not be concerned if the Effective Date displayed on the Provider Web Portal does not match the Effective Date they entered or the date of their most recent certification. The Effective Date and End Date for most CLIA licenses were updated in the Colorado interChange. The Effective and End Dates for all CLIA licenses are as follows:

Effective Date: 1/1/1900

End Date: 12/31/2299

When updating CLIA Certification information via the Provider Web Portal, providers should enter the Effective Date and End Dates as shown above.

Claims submitted with any other Effective and End Dates on the CLIA license will be denied if the dates of service (DOS) precede the Effective Date.

The Effective Date and End Date are required fields when providers are updating CLIA Certification information. Updates were done on the Provider Web Portal so the effective dates will be automatically populated.

Claim Submissions, Adjustments and Voids Limited to 50 or Less Detail Lines in the Provider Web Portal

The Provider Web Portal does not allow for claim submissions, adjustment or voids with over 50 detail lines. Claims with over 50 detail lines must be submitted, adjusted or voided via the Electronic Data Interchange (EDI) batch process, which allows for up to 999 detail lines per claim.

When viewing a claim with more than 50 detail lines in the Web Portal, the Copy, Void, Adjust and Reconsideration buttons may be disabled, and the portal user will receive the following error message: Not all service lines can be displayed due to the size of the claim. If these buttons are available, and the portal user attempts to copy or adjust a claim with more than 50 detail lines, the claim will be denied for EOB 1330 - The total claim charge is invalid. Re-calculate and correct the total claim charge.

An implementation fix was done on the Web Portal to ensure these buttons are consistently disabled when viewing a batch claim with over 50 detail lines.

Void Button Will Only Appear in the Provider Web Portal if the Paid Claim Has Not Already Been Adjusted/Voided and Has 50 or Less Detail Lines

The Void button will only appear in the Provider Web Portal if:

The paid claim has not already been adjusted or voided. If you need assistance to determine the appropriate Internal Control Number (ICN), contact the Provider Services Call Center.
The claim has 50 or less detail lines. Claims with over 50 detail lines must be voided via the Electronic Data Interchange (EDI) batch process, which allows for up to 999 detail lines per voided claim.

Refer to the Provider Web Portal Quick Guide - Copy, Adjust, or Void a Claim, available on the Quick Guides web page, for more information.

Denials for Duplicate Services

Duplicate claims are being reviewed to ensure proper payment.

National Drug Codes Not Appearing in Provider Web Portal Search

Certain National Drug Codes (NDCs) are not appearing when using the search option in the Provider Web Portal. Due to this, providers were unable to submit their claims via the web portal.

If providers suspect a certain NDC to be unavailable in the Provider Web Portal, they are advised to take the following steps:

First, providers should enter the entire 11-digit NDC to be sure the code is truly unavailable.
If the code does not appear after searching with the entire 11-digit NDC, providers should email the missing NDC to Colorado.SMAC@state.co.us
Codes are updated on a monthly basis, so providers are advised to attempt the search again after the 15th of each month.

Suspended Claims

Suspended claims only show up once on the Remittance Advice (RA). The claim won't appear again on the RA until the claim either denies or pays. Once the claim is finalized, it will be reported on the RA and the 835. Suspended claims are not reported on the 835, only on the RA.

Common Reasons for Claim Denials and Suspends

Suspends

EOB 0000 - This claim/service is pending for program review.

Explanation: The Colorado interChange is updated with the billing codes based on the Centers for Medicare & Medicaid Services (CMS) release of deletions, changes and additions. Claims will be released from suspense once the update is complete.

Estimated Time for Processing: May be under review for 30 - 60 days. Physician Administered Drugs (PADs) require a National Drug Code (NDC) assignment and may take up to 90 days before implementation.

EOB 1786 - The date of service date is out of timely filing. Refer to the new billing manual.

Explanation: The claim is outside of the initial timely filing period of 240 days. Claims with a timely filing attachment must be reviewed by the fiscal agent.

Estimated Time for Processing: 7 days

EOB 0101 - This is a duplicate service.

Explanation: This may be a duplicate claim, but not all parameters for an exact duplicate are met, so the claim must be reviewed by the fiscal agent to determine if it is a duplicate.

Estimated Time for Processing: 7 days

EOB 0110 - Multiple Surgery Review

Explanation: A resolution is under review to implement a more efficient process.

Estimated Time for Processing: 7 days

EOB 2013 - Claim Processed With Closest Elig Span-Deny or EOB 2960 - Claim processed with closest eligibility span.

Explanation: The client is currently not eligible.

Estimated Time for Processing: This claim will be recycled after 15 calendar days. If after the 15 days the client is still not eligible for the DOS, the claim will deny.

EOB 0653 - Claim requires manual pricing. Please attach invoice for medical services.

Explanation: This claim requires manual processing by the fiscal agent to price.

Estimated Time for Processing: 7 days

Note: If claims are over 14 days from the date of receipt, contact the Provider Services Call Center so they can be escalated for processing.

Claim Processing Times for New Procedure Codes

Providers are reminded to check the Provider Rates & Fee Schedule web page before billing to ensure procedure codes are a covered benefit. All codes must be reviewed for medical necessity, prior authorization coverage standards and rates before they are reimbursable.

New Procedure Codes Suspending for Explanation of Benefits (EOB) 0000 "This claim/service is pending for program review." may be under review for 30 - 60 days. Physician Administered Drugs (PADs) require a National Drug Code (NDC) assignment and may take up to 90 days before implementation. The Colorado interChange is updated with the billing codes based on the Centers for Medicare & Medicaid Services (CMS) release of deletions, changes and additions. Claims will be released from suspense once the update is complete.

Claims Extensions

EOB 3110 - Claims will Not Deny for Individual Not Being Linked to the Group

Providers have questions about claims with EOB code 3110 for "the rendering provider is not a group member." Notations that affiliations are missing do not cause the claim to deny and are informational only. Currently, the Department is giving providers an extended grace period to make all necessary updates to their affiliations to avoid future claims denials. If EOB code 3110 appears on a claim, providers should check their affiliations and make sure they are up to date, and check other EOB codes to see why the claim denied. Updated affiliations are currently taking up to five (5) days for final approval. Providers should not submit duplicate update requests.

Timely Filing Period Extended to 365 Days - Effective 6/1/18

The timely filing period is 365 days. This is a permanent change, not a temporary extension.

Please note that this timely filing extension does not apply to pharmacy (point of sale) claims submitted through Magellan, however, Durable Medical Equipment (DME) claims are subject to the updated 365-day timely filing policy.

For all updated timely filing policy details, reference the General Provider Information manual, available on the Billing Manuals web page, and the Timely Filing Frequently Asked Questions (FAQs), located on the Provider FAQ Central web page.

2025 Medicare Part A and Part B Deductible Amounts

The Medicare annual deductibles amounts have changed for 2025. Medicare Part A increased from $1,632 to $1,676. Medicare Part B increased from $240 to $257. The Colorado interChange has been updated with these new deductible amounts for claims with dates of service on or after January 1, 2025.

Known Issues and Resolved Issues

This is not an all-inclusive list of known issues.

All Provider Types

Providers Who Utilize Electronic Visit Verification (EVV) are Experiencing a Delay in the Creation of The EVV Sandata Account

Some providers on or after 4/24/25 are experiencing a delay in the creation of their EVV Sandata account. This impact includes both providers eligible to submit the EVV Attestation Form and Provider Type (PT) 10 Home Health, PT 36 Home and Community Based Services (HCBS) and PT 60 Personal Care Agency.

A file issue has been identified between Gainwell Technologies and Sandata affecting Sandata's access to new provider IDs and ability to create EVV accounts for EVV visit submission.

A resolution is in process and is anticipated to be resolved this week.

Resolved 11/22/24: Some Professional Claims and Professional Crossovers Were Paid at an Incorrect Rate

Some professional claims and professional crossovers with Date of Service (DOS) 7/1/2023 through 7/23/2023 were paid at an incorrect rate due to the annual rate update for fiscal year 2023/2024.

Affected claims were reprocessed 11/22/24.

Issue resolved 11/22/24.

Ambulatory Surgical Centers (ASC)

Resolved 11/20/24: Claims with Certain Procedure Codes Were Paying Incorrect Rates

Claims billed with procedure codes 51725, 51736, 51741, 51785, 51792, 54240, 54250, 59020, and 62252 have modifier-specific rates on the Fee Schedule for modifiers TC and 26. These claims were paying incorrect global rates even when these modifiers for the professional or technical component are present.

Affected claims were reprocessed on 11/21/24.

Issue resolved 11/20/24

Resolved 10/28/24: Knee Arthroscopy/Surgery Procedure Code 29877 Paying Incorrect Amount

Claims billed with procedure code 29877 (Knee Arthroscopy/Surgery) were paying at an incorrect rate. The rate of $511.57 listed in the fee schedule is correct. The Colorado interChange has been updated to reflect this rate.

Affected claims were reprocessed on 10/31/24.

Issue resolved 10/28/24.

Resolved 09/24/24: Correction Rate Schedule

Some groupers for Ambulatory Surgical Centers (ASC) were reflecting the incorrect rates for dates of service 07/01/2024 and later.

Affected claims were reprocessed on 10/01/24.

Providers must adjust to receive the correct reimbursement if claims for dates of services on or after July 1, 2024, were billed with a lesser submitted charge, as the lower of billed charges payment logic applies.

A list of ASC codes and respective groups was posted on the Provider Rates and Fee Schedule web page under the ASC Rate Schedule section.

Issue resolved 09/24/24.

Resolved 07/24/24: Correction: Rate Schedule

The rates for the Ambulatory Surgical Center (ASC) grouper fee schedule posted for dates of services after July 1, 2024, inaccurately reflected the legislatively approved rate increases. These rates have been corrected and the ASC Rate Schedule has been posted.

Affected claims were reprocessed on 07/26/24.

Providers must adjust to receive the correct reimbursement if claims for dates of services on or after July 1, 2024, were billed with a lesser submitted charge, as the lower of billed charges payment logic applies.

Issue resolved 07/24/24.

Anesthesia

Anesthesia Claims for 01968 Denying for Explanation of Benefits (EOB) 7800

Claims billed with anesthesia procedure code 01968 are denying for EOB 7800 – “The procedure code billed on claim is missing the primary/base service procedure.” when the primary/base procedure code 01967 is performed on and billed with a different date of service. When 01967 and 01968 are performed across two dates of service, providers are advised to bill both procedures with a date span that includes both dates of service.

Providers may adjust denied claims and change the date of service from a single date to a date span that includes both dates of service.

Audiology

Resolved 05/22/24: Some Speech Therapy Claims Denying for Explanation of Benefits (EOB) 0192, 1599 and 4211

Some speech therapy claims submitted on or after 07/01/23 were denying incorrectly with various procedure codes and modifiers, which are listed below.

Procedure Codes

92507 92508 92605 92606 92607 92609
92610 92611 92612 92614 92626 92627
96105 96112 96113 97129 97130

Modifiers

GN modifier billed along with 96 modifier
GN modifier billed along with 97 modifier

Explanation of Benefits (EOB) Codes and Descriptions

0192 - Prior Authorization (PA) is required for this service. An approved PA was not found matching the provider, member, and service information on the claim.
1599 - Rendering Provider Type and/or Specialty is not allowable for the service billed.
4211 - Modifier is invalid for procedure code. Read the procedure description. Refer to the Provider Manual, Help Screens, CPT or HCPCS listing for valid modifiers.

Affected claims were reprocessed on 05/24/24.

Issue resolved 05/22/24.

Behavioral Health

Resolved 10/31/24: Short Term Behavioral Health Service Information and Speech Therapy Units Currently Were Unavailable in Provider Web Portal

Some providers using the Provider Web Portal could not see information in the Limit Details section when checking remaining service units for Short Term Behavioral Health services and Speech Therapy units.

Issue resolved 10/31/24.

Resolved 10/17/24: Some Claims for Behavioral Health Services with Procedure Codes 90791 and 90792 Denying Explanation of Benefits (EOB) 3981

Some claims for behavioral health services with procedure codes 90791 and 90792 were denying for EOB 3981 - “RAE Member Restriction for Procedure Billing Rule.”

Affected claims were reprocessed on 10/31/24.

Issue resolved 10/17/24.

Some Claims for Short Term Behavioral Health Services Denying for Explanation of Benefits (EOB) 2029

Some claims for Short Term Behavioral Health services for procedure codes 90791, 90832, 90834, 90837, 90846, 90847 are denying for EOB 2029 - “The Services Must Be Billed to the Members RAE.”

Affected claims were reprocessed on 9/3/24.

A resolution to this issue is in process.

Resolved 4/11/24: Some Claims for Behavioral Health Services with SC Modifier Were Denying Incorrectly for Explanation of Benefits (EOB) 2029

Some claims for behavioral health services with the SC modifier were denying incorrectly for (EOB) 2029 – “The Services Must Be Billed to the Members RAE.”

Affected claims were reprocessed 4/11/24.

Issue resolved 4/11/24.

Birthing Center (Free-standing)

No Known Issues for this provider type.

Case Managers

New Children with Complex Health Needs (CwCHN) Waiver

The new Children with Complex Health Needs (CwCHN) waiver for members will be viewable as a program option in the Bridge, but case managers should continue to enroll Children's Home and Community-Based Services (CHCBS) and Children with Life-Limiting Illness (CLLI) members with May or June CSRs for July 1, 2025 start dates forward into CLLI, as they will automatically transition to CwCHN on July 1, 2025. After July 1, 2025, case managers may begin to select CwCHN for members. Case managers will need to enroll all newly eligible children into the CwCHN waiver after July 1, 2025 using the new eligibility criteria.

For more operational guidance, please review OM 25-024.

Resolved 5/12/25: A Defect in the Bridge was causing Non-CDASS Claim Service Line Dollar Amounts to Default to $0.01

Non Consumer-Directed Attendant Support Services (CDASS) service line dollar amount on claims for Date of Service (DOS) May 8, 2025 to May 12, 2025 were defaulting to $0.01 due to a defect in the Bridge. The following service codes were affected: T1019, H0038 and S5030. The defect was repaired after 5:00 PM MT on May 12, 2025.

Case Managers who see a service line dollar amount of $0.01 may contact the CCM Help Desk.

Issue was resolved 5/12/25.

Comprehensive Safety Net Providers

Claims for Comprehensive Safety Net Provider Services Are Denying for Explanation of Benefits (EOB) 1040

Claims for Comprehensive Safety Net Provider Services with Date of Service (DOS) on or after 7/1/2024 are denying for Explanation of Benefits (EOB) 1040 – “Contract Could Not Be Determined.”

Affected claims will be reprocessed.

A resolution is in process.

Durable Medical Equipment (DME)/Supply

Resolved 12/17/24: Durable Medical Equipment, Prosthetics, Orthotics and Supplies (DMEPOS) Manual

The rate published for manually priced codes in the Durable Medical Equipment, Prosthetics, Orthotics and Supplies (DMEPOS) manual was incorrect. Claims are being processed at the correct rates. An updated manual has been published. If providers billed at the lower rate they may resubmit an adjustment for the increase.

The correct rates are:
SC Modifier (by Manufacturer's Suggested Retail Price [MSRP]) minus 13.78%
UB Modifier (by invoice) plus 24.06%

Issue resolved 12/17/24.

Resolved 05/23/24: Some Professional Claims for Durable Medical Equipment (DME) Wheelchair Repair Services with Modifier RB Denying for Explanation of Benefits (EOB) 1997

Some professional claims for DME wheelchair repair services with modifier RB were denying incorrectly for EOB 1997 - “The referring, ordering, prescribing or attending provider is missing or not enrolled. Please resubmit with a valid individual National Provider Identifier (NPI) in the attending field.”

Affected claims were reprocessed on 05/29/24.

Issue resolved 05/23/24.

Resolved 03/19/24: Some Professional Claims for Durable Medical Equipment (DME) Services for Procedure Code E0154 with Modifier NU Denying for Explanation of Benefits (EOB) 3530

Some professional claims for DME procedure code E0154 with modifier NU for dates of service 07/01/2022 through 06/30/2023 were denying for EOB 3530 - “There is no rate on file for the date of service. Charges cannot be processed."

Affected claims were reprocessed on 03/22/24.

Issue resolved 03/19/24.

Resolved 03/13/24: Some Professional Claims with Durable Medical Equipment (DME) E2599, K0108 and T5999 Procedure Codes Denying for Explanation of Benefits (EOB) 7827

Some professional claims with DME procedure codes E2599, K0108 and T5999 with date of service prior to 07/01/23 were denying for EOB 7827 - “Unlisted procedure code should not be used when a more descriptive procedure code representing the service provided is available.”

Affected claims were reprocessed on 03/15/24.

Issue resolved 03/13/24.

Federally Qualified Health Center (FQHC)

Immunization Providers:

Resolved 10/15/24: Some Claims for Procedure Codes 90460, 90473, 90660 Denying Explanation of Benefits (EOB) 1178 or 7800

Some claims for procedure codes 90460, 90473, 90660 were denying for EOB 1178 - “Service is not reimbursable for Date(s) of Service” or EOB 7800 - “The procedure code billed on claim is missing the primary/base service procedure(s).”

Affected claims were reprocessed on 10/15/24.

Issue resolved 10/15/24.

Resolved 3/20/24: Some Institutional Claims Billed with Physician-Administered Drugs Denying for Explanation of Benefits (EOB) 0192

Some institutional claim details with Physician Administered Drugs (PADS) were denying incorrectly for EOB 0192 – “Prior Authorization (PA) is required for this service. An approved PA was not found.”

Affected claims were reprocessed on 3/21/24.

Issue was resolved on 3/20/24.

Home & Community-Based Services (HCBS)

New Children with Complex Health Needs (CwCHN) Waiver

For more operational guidance, please review OM 25-024.

Resolved 4/29/25: Some HCBS Professional Claims Were Denying Due to Incorrect Benefit Plans or Eligibility

Some professional claims submitted for HCBS services were denying due to the member not having the correct benefit plan or eligibility at the time of the claim submission. Members' waiver benefit plans have been corrected, and the Department worked with the fiscal agent to ensure all records were updated.

Claims were reprocessed on 4/29/25.

Issue resolved on 4/29/25.

Resolved 2/27/25: In Home Support Service (IHSS) Claims Were Denying for Explanation of Benefits (EOB) 3054 – “EVV Record Required and Not Found”

IHSS claims submitted after January 1, 2025, for Electronic Visit Verification (EVV) Implementation were denying incorrectly for Explanation of Benefits (EOB) 3054 – “EVV Record Required and Not Found.”

Affected claims were reprocessed on 2/27/25.

Issue was resolved on 2/27/25.

Resolved 12/31/24: Denied HCBS Services Claims Were Reprocessed on 12/31/24

Some professional claims for HCBS services submitted between December 19, 2024 and December 31, 2024 were denied due to the member not having the correct benefit plan or eligibility at the time of the claim submission. Updates have been made to the impacted member's eligibility status and benefit plans.

Affected claims were reprocessed on 12/31/24.

Issue resolved 12/31/24.

Specialty 619 Children's Habilitation Residential Program (CHRP)

Resolved 08/13/24: Some Claims with Procedure Code H2021 were Denying for Explanation of Benefits (EOB) 3530

Some claims with procedure code H2021 for claims submitted between 07/30/24 and 08/08/24 were denying for EOB 3530 - "There is no rate on file for the date of service. Charges cannot be processed.”

Affected claims were reprocessed on 08/19/24.

Issue resolved on 08/13/24.

Home Health

No Known Issues for this provider type.

Hospice

Rate Update Effective October 11, 2024 (FFY 24-25)

Federal Fiscal Year (FFY) 24-25 Hospice rates will be effective October 11, 2024. Reimbursement will reflect the Fiscal Year (FY) 23-24 Hospice Fee Schedule on the Provider Rates and Fee Schedule web page for dates of service of October 1, 2024, through October 10, 2024.

The Department of Health Care Policy & Financing (Department) is waiting on guidance from the Centers of Medicare and Medicaid Services (CMS). If approved, it is anticipated that it will be retroactive for all claims billed for dates of service on or after October 11, 2024. Hospice rates will be updated once this communication is received, and reimbursement will reflect updated rates The FFY 24-25 Hospice Fee Schedule effective October 11, 2024 through September 30, 2025, will be posted to the Provider Rates and Fee Schedule web page under the Hospice category upon implementation of the rates.

Claims billed at usual and customary charges that exceed the FFY 24-25 rates will be reprocessed automatically. Claims billed using the FFY 23-24 rates for dates of services on or after October 11, 2024, will need to be manually adjusted by providers to receive the correct reimbursement.

Hospital - General

Resolved 11/20/24: Claims with Certain Procedure Codes Were Paying Incorrect Rates

Affected claims were reprocessed on 11/21/24.

Issue resolved 11/20/24

Resolved 10/25/24: Some Inpatient and Inpatient-Crossover Hospital Claims with Date of Service on or after 9/27/24 were Denying or Priced Incorrectly

Some Inpatient Hospital claims and Inpatient-Crossover Hospital claims for date of service on or after 9/27/24 were denying or paying incorrectly due to an issue with incorrect Severity of Illness (SOI) and All Patient Refined Diagnosis-Related Groups (APR-DRG) information.

Affected claims were reprocessed on 10/25/24.

Issue resolved on 10/25/24.

Resolved 05/23/24: Some Institutional Claims with Diagnosis Codes F840, F842, F845 with Date of Service 01/01/24 or after were Denying Explanation of Benefits (EOB) 2029

Some institutional claims with diagnosis codes F840, F842, F845 for date of service 01/01/24 or after were denying incorrectly for EOB 2029 - “The Services Must Be Billed to The Members RAE.”

Affected claims were reprocessed on 05/30/24.

Issue resolved 05/23/24.

Resolved 3/20/24: Some Institutional Claims Billed with Physician-Administered Drugs Denying for Explanation of Benefits (EOB) 0192

Affected claims were reprocessed on 3/21/24.

Issue was resolved on 3/20/24.

Hospital - Mental

No Known Issues for this provider type.

Independent Laboratory

No Known Issues for this provider type.

Indian Health Services

Immunization Providers:

Resolved 10/15/24: Some Claims for Procedure Codes 90460, 90473, 90660 Denying Explanation of Benefits (EOB) 1178 or 7800

Affected claims were reprocessed on 10/15/24.

Issue resolved 10/15/24.

Non-Physician Practitioner

Immunization Providers:

Resolved 10/15/24: Some Claims for Procedure Codes 90460, 90473, 90660 Denying Explanation of Benefits (EOB) 1178 or 7800

Affected claims were reprocessed on 10/15/24.

Issue resolved 10/15/24.

Clinic Practitioners (Provider Type 16):

Resolved 10/02/24: Some Claims for Procedure Code 83986 Denying Explanation of Benefits (EOB) 7827

Some claims for procedure code 83986 were denying for EOB 7827 - “Unlisted procedure code should not be used when a more descriptive procedure code representing the service provided is available.”

Providers are instructed to resubmit denied claims.

Issue resolved 10/02/24.

Resolved 4/11/24: Some Claims for Behavioral Health Services with SC Modifier Were Denying Incorrectly for Explanation of Benefits (EOB) 2029

Some claims for behavioral health services with the SC modifier were denying incorrectly for (EOB) 2029 – “The Services Must Be Billed to the Members RAE.”

Affected claims were reprocessed 4/11/24.

Issue resolved 4/11/24.

Resolved 04/03/24: Some Claims for Physician-Administered Drug (PAD) for Procedure Code J0256 Denying for Explanation of Benefits (EOB) 7827

Some claims for Physician-Administered Drug (PAD) for procedure code J0256 were denying for Explanation of Benefits (EOB) 7827 - "Unlisted procedure code should not be used when a more descriptive procedure code representing the service provided is available.”

Affected claims were reprocessed on 04/08/24.

Issue resolved 04/03/24.

Nursing Facility

No Known Issues for this provider type.

Occupational Therapist

Resolved 06/17/24: Some Professional Claims for Physical, Occupational and Speech Therapy with Procedure Codes 92526, 96112, 96113, 97129, 97130 were Denying Explanation of Benefits (EOB) 1030 and 4211

Some professional claims for Physical, Occupational and Speech Therapy with dates of service 07/01/2023 or later for procedure codes 92526, 96112, 96113, 97129, 97130 with additional place of service (POS) codes and modifiers were denying incorrectly for Explanation of Benefits (EOB) 1030 – “The place of service code is invalid for procedure code. Correct the place of service code. Refer to the Provider Manual or Help Screens for valid place of service codes” and EOB 4211 – “Modifier is invalid for procedure code. Refer to the Provider Manual, Help Screens, CPT or HCPCS listing for valid modifiers.”

Affected claims were reprocessed on 06/19/24.

Issue resolved 06/17/24.

Resolved 04/15/24: Some Physical Therapy and Occupational Therapy Claims for Procedure Codes 90911, 90912, 90913 Denying for Explanation of Benefits (EOB) 2305

Some Physical Therapy and Occupational Therapy Claims for procedure codes 90911, 90912, 90913 were denying for Explanation of Benefits (EOB) 2305 - “Occupational therapy and Physical therapy services limited to a maximum of 48 units per 366 days.”

Affected claims may be resubmitted by the provider.

Issue resolved 04/15/24.

Pediatric Behavioral Therapy Providers

Some Claims Billed by Pediatric Behavioral Therapy Providers Enrolled as Provider Type 24 with Date of Services (DOS) on or after 4/1/25 are Denying for Explanation of Benefits (EOB) 3385

Some claims billed by Pediatric Behavioral Therapy providers enrolled as Provider Type 24 with Date of Service (DOS) on or after 4/1/25 are denying for EOB 3385 "Provider license not active on date of service".

Affected claims are being reprocessed.

A resolution is in process.

Resolved 11/15/24: Providers Billing for Pediatric Behavioral Therapy

Pediatric behavioral therapy claims with procedure codes 97158 and 97153 that were submitted between 7/1/24 and 11/6/24 were reprocessed for rate changes. Claims reprocessing completed on 11/15/24.

Issue resolved 11/15/24.

Resolved 9/10/2024: Behavioral Therapy Reimbursements Discrepancy on Fee Schedule

Some Behavioral Therapy providers billing for procedure code 97153 noted a discrepancy between the reimbursement amount paid versus the reimbursement amount listed in the Fee Schedule. The paid rate of $17.89 is correct and the July 2024 fee schedule has been updated to reflect this rate.

Issue resolved 9/10/2024.

Personal Care

No Known Issues for this provider type.

Pharmacy

Resolved 3/14/25: Some Professional Claims Billed by Pharmacy Providers were Denying for Explanation of Benefits (EOB) 1381 – “No Billing Rule for Procedure”

Some professional claims submitted beginning March 7, 2025, were denying incorrectly for EOB 1381 – “No Billing Rule for Procedure.”

Affected claims were reprocessed on 3/18/25.

Issue resolved 3/14/2025.

Physical Therapist

Resolved 5/9/25: Some Practitioner and Clinic Services Billed with Procedure Codes 90911, 90912, 90913, 96112, 96113, G0515, 20560, 20561, L1960, L3730, L3763, L3764, L3808, L3900, L3906, L3908, L3912, L3919, L3923, L3925, L3929, L3933, L3982, Q4040 or Q4048 on Professional Claims were Denying for Explanation of Benefits (EOB) 1997

Some Practitioner and Clinic services billed with procedure codes 90911, 90912, 90913, 96112, 96113, G0515, 20560, 20561, L1960, L3730, L3763, L3764, L3808, L3900, L3906, L3908, L3912, L3919, L3923, L3925, L3929, L3933, L3982, Q4040 or Q4048 on professional claims were denying for EOB 1997 – “The referring, ordering, prescribing or attending provider is missing or not enrolled. Please resubmit with a valid individual National Provider Identifier (NPI) in the attending field.”

Affected claims reprocessed on 5/9/25.

Issue resolved 5/9/25.

Affected claims were reprocessed on 06/19/24.

Issue resolved 06/17/24.

Resolved 04/15/24: Some Physical Therapy and Occupational Therapy Claims for Procedure Codes 90911, 90912, 90913 Denying for Explanation of Benefits (EOB) 2305

Affected claims may be resubmitted by the provider.

Issue resolved 04/15/24.

Previously Paid Physical and Occupational Therapy Claims Adjustments Denying for EOB 2305 - "Occupational Therapy and Physical Therapy Services Limited to a Maximum of 48 Units"

Gainwell Technologies and the Department initiated a mass adjustment for claims for the Fiscal Year 2017-2018 rate updates. Claims were incorrectly denied for EOB 2305 - Occupational therapy and physical therapy services limited to a maximum of 48 units. In the Colorado interChange, if an adjustment denies, it retracts the original paid claim.

This issue has been resolved for adjusted claims, and these adjustments were reprocessed by Gainwell Technologies.

The Department and Gainwell Technologies are continuing to work on a long-term resolution for this issue to address adjusted claims. While the initial issue affected only Gainwell Technologies-initiated adjustments, this issue affects only some provider-submitted adjustments. Not all provider-submitted adjustments are affected by this issue.

Physician Services/Clinics

Resolved 4/16/25: Practitioner and Clinic Services Billed with Procedure Codes 98000 through 98016 Denying for Explanation of Benefits (EOB) 1030 - "The place of service is invalid for procedure code."

Practitioner and Clinic services billed with procedure codes 98000 through 98016 were denying for EOB 1030 - "The place of service code is invalid for procedure code. Correct the place of service code. Refer to the Provider Manual or Help Screens for valid place of service codes."

These codes were modified to add Place of Service (POS) 02 and 10 for telemedicine with a Date of Service (DOS) on or after 1/1/25.

Affected claims were reprocessed on 4/22/25.

Issue resolved 4/16/25.

Resolved 04/25/25: Some Practitioner and Clinic Services Billed with Procedure Codes 97161, 97162, 97163, 97164, 97165, 97166 and 97168 on Professional Claims were Denying for Explanation of Benefits (EOB) 1997

Some Practitioner and Clinic services billed with procedure codes 97161, 97162, 97163, 97164, 97165, 97166 and 97168 on professional claims billed from March 22, 2025 through April 24, 2025 were denying for EOB 1997 – "The referring, ordering, prescribing or attending provider is missing or not enrolled. Please resubmit with a valid individual National Provider Identifier (NPI) in the attending field."

Affected claims were reprocessed on 04/30/25.

Issue resolved 04/25/25.

Resolved 03/20/25: Practitioner and Clinic Services Billed with Procedure Code 87428 on Professional Claims were Denying for Explanation of Benefits (EOB) 1599

Practitioner and Clinic services billed with procedure code 87428 on professional claims were denying for EOB 1599 – “Rendering Provider Type and/or Specialty is not allowable for the service billed.”

Affected claims were reprocessed on 03/21/25.

Issue resolved 03/20/25.

Resolved 3/10/25: Some Professional Claims Billed with Procedure Code G0416 for Clinic Surgery Services Were Paying Incorrectly When Billed with Modifier 26

Providers who submitted professional claims prior to February 15, 2024, for Clinic surgery services may have been overpaid due to a discrepancy in billing rules and codes. These claims were paying incorrect global rates even when the modifier for the professional component was present.

Affected claims were reprocessed on 3/10/25.

Issue resolved 3/10/25.

Resolved 12/09/24: Incorrect Rate on Fee Schedule for Procedure Code 20680

The Health First Colorado July 2024 Fee Schedule posted on the Provider Rates and Fee Schedules web page contained incorrect rate information related to procedure code 20680. The rate information is correct in interChange. The Fee Schedule has been updated.

Issue resolved 12/09/24.

Issue resolved 11/22/24.

Resolved 11/20/24: Claims with Certain Procedure Codes Were Paying Incorrect Rates

Affected claims were reprocessed on 11/21/24.

Issue resolved 11/20/24

Issue Resolved 9/18/24: Claims with Procedure Code 59025 Were Paying Incorrect Rates When Billed with Modifier TC or 26

Claims effective 7/1/24 with procedure code 59025 were paying incorrect rates when billed with modifier TC or 26. These claims were paying incorrect global rates even when these modifiers for the professional or technical component were present.

Claims were reprocessed on 11/12/24.

Issue resolved 9/18/24.

Immunization Providers:

Resolved 10/15/24: Some Claims for Procedure Codes 90460, 90473, 90660 Denying Explanation of Benefits (EOB) 1178 or 7800

Affected claims were reprocessed on 10/15/24.

Issue resolved 10/15/24.

Resolved 10/28/24: Knee Arthroscopy/Surgery Procedure Code 29877 Paying Incorrect Amount

Affected claims were reprocessed on 10/31/24.

Issue resolved 10/28/24.

Clinic Practitioners (Provider Type 16):

Resolved 10/23/24: Claims for Procedure Code J3301 Denying for Explanation of Benefits (EOB) 7827

Claims for procedure code J3301 were denying for EOB 7827 - "Unlisted procedure code should not be used when a more descriptive procedure code representing the service provided is available".

Affected claims were reprocessed on 10/28/24.

Issue resolved 10/23/24.

Clinic Practitioners (Provider Type 16):

Resolved 10/02/24: Some Claims for Procedure Code 83986 Denying Explanation of Benefits (EOB) 7827

Providers are instructed to resubmit denied claims.

Issue resolved 10/02/24.

Resolved 04/11/24: Some Claims for Behavioral Health Services with SC Modifier Were Denying Incorrectly for Explanation of Benefits (EOB) 2029

Some claims for behavioral health services with the SC modifier were denying incorrectly for (EOB) 2029 – “The Services Must Be Billed to the Members RAE.”

Affected claims were reprocessed on 04/11/24.

Issue resolved 04/11/24.

Rehabilitation Agency

Affected claims reprocessed on 5/9/25.

Issue resolved 5/9/25.

Previously Paid Physical and Occupational Therapy Claims Adjustments Denying for EOB 2305 - "Occupational Therapy and Physical Therapy Services Limited to a Maximum of 48 Units"

This issue has been resolved for adjusted claims, and these adjustments were reprocessed by Gainwell Technologies.

Rural Health Clinic

Immunization Providers:

Resolved 10/15/24: Some Claims for Procedure Codes 90460, 90473, 90660 Denying Explanation of Benefits (EOB) 1178 or 7800

Affected claims were reprocessed on 10/15/24.

Issue resolved 10/15/24.

Resolved 3/20/24: Some Institutional Claims Billed with Physician-Administered Drugs Denying for Explanation of Benefits (EOB) 0192

Affected claims were reprocessed on 3/21/24.

Issue was resolved on 3/20/24.

Speech Therapy

Inaccurate Portal Display for Speech Therapy Units

The Provider Web Portal is displaying inaccurate units available for speech therapy services. Claims are being processed correctly but the totals displayed in the Provider Web Portal are inaccurate.

Providers may contact Acentra to begin the prior authorization process even if all units have not been utilized.

Resolved 10/31/24: Short Term Behavioral Health Service Information and Speech Therapy Units Currently Were Unavailable in Provider Web Portal

Issue resolved 10/31/24.

Affected claims were reprocessed on 06/19/24.

Issue resolved 06/17/24.

Resolved 05/22/24: Some Speech Therapy Claims Denying for Explanation of Benefits (EOB) 0192, 1599 and 4211

Some speech therapy claims submitted on or after 07/01/23 were denying incorrectly with various procedure codes and modifiers, which are listed below.

Procedure Codes

92507 92508 92605 92606 92607 92609
92610 92611 92612 92614 92626 92627
96105 96112 96113 97129 97130

Modifiers

GN modifier billed along with 96 modifier
GN modifier billed along with 97 modifier

Explanation of Benefits (EOB) Codes and Descriptions

0192 - Prior Authorization (PA) is required for this service. An approved PA was not found matching the provider, member, and service information on the claim.
1599 - Rendering Provider Type and/or Specialty is not allowable for the service billed.
4211 - Modifier is invalid for procedure code. Read the procedure description. Refer to the Provider Manual, Help Screens, CPT or HCPCS listing for valid modifiers.

Affected claims were reprocessed on 05/24/24.

Issue resolved 05/22/24.

Resolved 04/26/24: Some Speech Therapy Claims for Evaluation Services were Denying for Explanation of Benefits (EOB) 5551 - “Speech Therapy service limit of 12 sessions has been met.”

Some speech therapy claims for evaluation services with first date of service (FDOS) on 01/01/2024 were denying incorrectly for the following codes:

92520 92597 92611 96111
92521 92605 92612 96112
92522 92606 92614 96113
92523 92607 92626 Q3014
92524 92608 92627 V5011
92526 92610 96105

Affected claims were reprocessed on 04/30/24.

Issue resolved 04/26/24.

Substance Use Disorder

Clarification for Substance Use Disorder (SUD) Continuum Providers on Terming Specialty Type 64/477

Providers are unable to remove a Specialty Type via a maintenance request. Once all SUD Continuum providers have added the necessary American Society of Addiction Medicine (ASAM) level of care Specialty Type(s), the 477 Specialty Type will be end-dated in the system.

Substance Use Disorder (SUD) Providers Are Unable to Add an “Unique Taxonomy” When Adding “Additional Specialties” to a Provider Profile During Maintenance

Substance Use Disorder (SUD) providers may use the following steps when they are unable to add an “unique taxonomy” when adding “additional specialties” to a provider profile during maintenance.

Enter a Maintenance request that includes the following attachments:
1. A document that lists the specialties they would like to add. Add the document as an “Other Attachment.”
  Note: If the primary specialty should be changed, indicate which specialty should be listed as primary
2. All required attachments for the new specialty.
  Note: Provider does not need to add a new specialty to the Maintenance request.
Submit the Application Tracking Number (ATN).
Email the ATN number to the provider’s department contact at hcpf_bhcoding@state.co.us.

Transportation - Non-Emergent Medical Transportation

Members Requiring Non-Emergent Transportation (NEMT) Services

Members who require non-emergent transportation to and from medical appointments in the Denver area can call Transdev Health Solutions at (303) 398-2155 or (720) 279-3830 to schedule a ride. Members outside the Denver area can contact a provider from the Non-Emergent Medical Transportation (NEMT) Service Area list.

Credentialing Certificate Reminder for Non-Emergent Medical Transportation (NEMT) Providers

All Non-Emergent Medical Transportation (NEMT) providers are reminded to obtain a valid credentialing certificate issued by Transdev (formerly IntelliRide). Follow the steps outlined in the Special Provider Bulletin - Non-Emergent Medical Transportation (NEMT) - Reference: B2400515. Providers must then revalidate with Health First Colorado (Colorado's Medicaid program).

Claims are now being suspended for any NEMT provider who has not revalidated. Claims may also be suspended for review for other reasons. Refer to Special Provider Bulletin - Non-Emergent Medical Transportation (NEMT) (B2400515 - 11/24) for reasons claims may suspend.

The moratorium of six (6) months on new enrollments approved by the Centers for Medicare & Medicaid Services (CMS) for Non-Emergent Medical Transportation (NEMT) has been extended and will be in effect until at least September 30, 2025.

Vision Services

Resolved 04/05/24: Some Claims Billed by Optical Outlets Denying for Explanation of Benefits (EOB) 1997

Some claims billed by optical outlets were denying for EOB 1997 - “The referring, ordering, prescribing or attending provider is missing or not enrolled. Please resubmit with a valid individual NPI in the attending or referring field.”

Affected claims were reprocessed on 04/05/24.

Issue resolved 04/05/24.

Women's Health

Resolved 04/23/25: Claims billed with the lactation support services procedure code S9443 were denying for Explanation of Benefits (EOB) 2022 – “A National Correct Coding Initiative (NCCI) Medically Unlikely Edit (MUE) that sets when the units of service are billed in excess of established standards for services that a member would receive on a single date of service for a given CPCS/CPT code.”

A second position modifier and corresponding rate have been added to procedure code S9443 to reflect the time spent in direct member contact. Refer to the Lactation Support Services billing manual for further information.

Providers may update denied claims with the new modifiers and resubmit electronically as new claims.

Subscribers to the Maternal Child and Reproductive Health Listserv should be receiving an invitation to register for a provider meeting to assist providers with new billing protocols. Lactation Services providers are encouraged to subscribe.

Contact HCPF_MaternalChildHealth@state.co.us with any questions.

Issue resolved 4/23/2025.

Billing Manuals Provider Resources Forms
Rates and Fee Schedules Training Provider Bulletins
Provider Web Portal Revalidation Contact Info