Contact us

• 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

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

• 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

• 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.

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.)

Contact the client’s MCO

Additional resources:

• Community Behavioral Health Support (CBHS) webpage
• Intensive Behavioral Supportive Supervision (IBSS) fact sheet

• Nursing services
• Nurse delegation (ND)
• Private duty nursing (PDN)

• 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

• 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 application on claims

• Client responsibility determination

• 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

• Updating taxonomy (specializations) listed on ProviderOne account

• Login issues (i.e., password reset, locked out)
• Replacing System Administrator
• Setting up additional users or profiles

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

• Potential Medicaid contractors (HCS/AAA)
• Potential DDCS providers

DSHS website

• Becoming a paid caregiver

• 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)

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.

• Comments
• Complaints
• Legislative and government inquiries

Email: AskMedicaid

• 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.

• 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