02/14/2024

Ohio Medicaid Announces Integrated Helpdesk Changes and Improvements

The following message is from the Ohio Department of Medicaid's ODM Press list-serve:

Ohio Department of Medicaid (ODM) values the feedback we receive from the provider community and is committed to continuously improving our processes to serve providers better. In response to feedback from providers and provider associations, we made important changes and improvements to the Ohio Medicaid’s Integrated Helpdesk (IHD).

ODM increased the number of claims providers can inquire about per call from three to five. Providers are not limited to the number of questions they may ask to address these five claims fully. Upon completion of the call, providers are encouraged to review the provided information against any remaining claims. However, providers will also be offered an option to schedule a follow up appointment or encouraged to call back in to discuss remaining unresolved claims issues. This adjustment aims to facilitate more focused claim discussions.

Additionally, ODM is working on the development and implementation of an interactive artificial intelligence tool, "Gabby," to improve the provider experience. Gabby will be available through the IHD 24/7 and can assist with multiple claim inquiries.

For additional help:

For claim assistance, contact the IHD at 800-686-1516, option 1, or email IHD@medicaid.ohio.gov. Representatives are available Monday-Friday, 8 a.m.-4:30 p.m. Eastern time.