The following are tips related to Harmony:

• As standard practice users should log in to Harmony at least monthly. Access to Harmony will deactivate automatically after 45 days of non-use. If deactivated, users may submit a ticket to the HelpDesk to request re-activation. The user must log in to Harmony the same day that they are re-activated.
• All medical decision actions taken in Harmony will auto generate a notice via outlook email to the assigned SSS/SSS supervisor on the case. If the worker receives an outlook email titled “Harmony note on (IMS Number xxxxxxxx)”, this is an indication that the worker needs to log in to the Harmony System to review the specific note details.
• Demographic changes (First/Last Name, DOB, Gender, IMS Case Number) must be submitted to the HelpDesk for update in Harmony. Incorrect information in Harmony will cause Authorization Conflicts and billing issues for the contracted provider agencies.
• NEVER code a closure action on an authorization that is in application (A) or financially eligible (F) status. This is not an appropriate action. You cannot close something that was never open. Also, inappropriate closures send out inappropriate notices.
• DO NOT take any action on a pending authorization until financial eligibility is completely determined for that service. At that point, the worker should either code in “F” status indicating the client is financially eligible for the service, or D status (using the appropriate denial code) as indication that the client is not financially eligible for the service.
• DO NOT close any SPPC or ADvantage authorizations. Notify the HCMN III (Area Nurse) if services need to end. Harmony will close the appropriate authorization line after the HCMN III (Area Nurse) takes action within the Harmony system.  Once the authorization is closed, the worker may take the appropriate action on the medical (D) section.
• If a denial is coded on an authorization prematurely or in error, submit a REMEDY ticket to request deletion of the incorrect authorization (this must be completed the day the authorization is generated so the notice can be caught before it is sent for mail). Harmony can see denied authorizations for a period of 60 days from the begin date of the authorization line. If 5 or more authorizations are present for a 60 day time frame, Harmony cannot see them, and a REMEDY ticket will be required to assist with processing.
• DO NOT close the D section on a case that has open ADvantage Waiver, or SPPC services, or a pending service request until the authorization has processed. Harmony can read a denied authorization, but the D section cannot be in closed status. The worker must wait to close the D section until Harmony has processed the closure or pending application.
• If the D section is in application status and client passes away before ADvantage Waiver or SPPC eligibility is determined, the authorization may be denied for a reason of death but the D section cannot be closed until the Harmony actions are completed.
• To locate the assigned HCMN I/II or HCMN III on a Harmony case follow the instructions titled “Health Care Management Nurse (HCMN) Assignments”.