What to do when an email is received stating there is an authorization conflict on a case:

If worker receives notice of an authorization conflict; the worker should check the common issues listed below and resolve as appropriate. If assistance is needed a “REMEDY” helpdesk ticket should be submitted by the worker.

1. Auth line is coded for the wrong person – go ahead and code the auth for the correct person and submit a “Remedy Ticket” requesting the incorrect auth be deleted. Please do not just deny the incorrect auth and leave it on the case as it can cause issues.
2. Denied authorization line has a begin date over 60 days ago – add new authorization line for the same service with a date in the past 60 days and deny using a reason code of “69”. A new notice is not needed as the appropriate denial notice should have been generated on the original denial.
3. Authorization is closed by the worker prior to closure in Harmony – worker should submit a “REMEDY” ticket so appropriate actions may be determined. REMEDY may back off the closure, or work with the SUPP-ASD-Helpdesk, as appropriate, to correct in both systems.

Note: Once an authorization has been denied or closed it cannot be updated to another status. 2. Once an authorization has been denied, Harmony will only recognize it for a period of 60 days from the date coded in the begin date field. 3. A case cannot have multiple authorizations for the same benefit in the same time frame.

Remember: Any incorrect or unnecessary authorizations can be corrected or deleted by submitting a “Remedy Ticket”.