Utilization Management (Prior Authorizations)

Utilization management is at the heart of how we help members continue to access the right care, at the right place and at the right time. In this section, we will review a type of utilization management review - prior authorizations.

How to Submit a Prior Authorization

Prior authorization requests are initiated by providers by either phone or faxing the applicable form below to the intake department:

Prior Authorization Forms

Process for Standard Prior Authorization with Incomplete or Insufficient Documentation
If prior authorization information is incomplete or insufficient, see the Process for Standard Prior Authorization.

Provider Utilization Management Hours and Contact Information

Monday – Friday from 8:00 a.m. to 5:00 p.m. central time

STAR and CHIP intake phone number: 1-877-560-8055
STAR and CHIP intake fax number: 1-855-653-8129
STAR Kids intake phone number: 1-877-784-6802
STAR Kids intake fax number: 1-866-644-5456

Member Utilization Management Hours and Contact Information

Monday – Friday from 8:00 a.m. to 5:00 p.m. central time

STAR and CHIP Service Management phone number: 1-877-214-5630 (TTY 711)
STAR Kids Service Coordination phone number: 1-877-301-4394 (TTY 711)

If your provider needs to contact us, he or she may call the Provider Service Hotline at 1-877-784-6802.

Have Questions?
If you have questions about an authorization, need additional assistance or would like to obtain a copy of the utilization management criteria used in the decision-making process, contact the Utilization Management department using the contact info above.

Helpful Tips When Contacting Utilization Management

Please have the following required information available when calling the intake department:

Member name
Member identification number or Medicaid number
Member date of birth
Requesting provider name and national provider identifier (NPI)
Service requested - Current Procedural Terminology (CPT), Healthcare Common Procedure Coding System (HCPCS) or Current Dental Terminology (CDT)
Service requested start and end date(s)
Quantity of service units requested based on the CPT, HCPCS or CDT requested

Other information used to process requests include:

Diagnosis code(s)
Primary care physician, specialist and/or facility names
Clinical justification for request
Treatment and discharge plans (if known)

Timeframes for Prior Authorization

Prior authorization determination timeframes:

Concurrent hospitalization decisions – one business day
Post stabilization or life-threatening conditions – within one hour
Emergency medical and emergency behavioral health conditions do not require prior authorization; if member is admitted to the hospital, notification is required within one business day
For a member who is hospitalized at the time of the request, notification is required within one business day of receiving the request for services or equipment that will be necessary for the care of the member immediately after discharge, including if the request is submitted by an out-of-network provider, provider of acute care inpatient services or a member
All other prior authorization requests – within three business days after receipt

Pharmacy Prior Authorization

Pharmacy benefits are determined by Medicaid/CHIP Vendor Drug Program (VDP) and are administered by BCBSTX. This plan goes by a list of preferred drugs. The Drug List (also called a formulary) is a list showing the drugs that can be covered by the plan.

How to submit a pharmacy prior authorization request

Submit online requests
Call 1-855-457-0407 (STAR and CHIP) or 1-855-457-1200 (STAR Kids)
Fax in completed forms at 1-877-243-6930. View Prescription Drug Forms

Pharmacy Prior Authorization Timeframe

Prior Authorization request received by Prime Therapeutics are date stamped and timeframes to process prior authorization:

STAR and STAR Kids – 24 hours
CHIP – three days (Business Days)

If the prescriber’s office calls the BCBSTX prior authorization call center, we must provide prior authorization approval or denial immediately
For all other prior authorization requests, we must notify the prescriber’s office of a prior authorization denial or approval no later than 24 hours after receipt
If BCBSTX cannot provide a response to the prior authorization request within 24 hours after receipt or the prescriber is not available to make a prior authorization request because it is after the prescriber’s office hours and the dispense pharmacist determines it is an emergency situation, BCBSTX must allow the pharmacy to dispense a 72-hour supply of the drug

For more information about our pharmacy program, visit our Pharmacy page

Prior Authorization Lists and Reports

Refer to the following for services and/or procedure codes that may require prior authorization: