PACE

PROVIDER BULLETIN

January 23, 2004

Provider Telephone Calls

The potential of the new PACE/PACENET legislation to add thousands more cardholders has resulted in thousands more telephone calls. This overwhelming cardholder response has also, unfortunately, temporarily resulted in more calls than we can currently handle.

The result is that many providers are being greeted with a busy signal instead of a friendly voice.

The Program is aware of this problem and is working to fix it as quickly as possible.

In the interim:

• Providers are reminded that although the Cardholder help desk is available from 8:30 AM to 5 PM, Provider operators are available from 7 AM to 10 PM.

• The Department is temporarily permitting medical exceptions to be “back-dated” for pharmacies unable to contact Provider Services on the date of service.

• Providers are encouraged to use the Program’s cardholder eligibility transaction and not the toll free number to verify cardholder coverage.

• Please be patient as our operators try to help you as quickly as possible so that additional providers can be assisted.

Questions may be directed to Provider Services at

1-800-835-4080

7 AM to 10 PM

Everyday

PPB-04-002