We want and appreciate feedback about the MississippiCAN program from our members, providers and related entities. Read the information below on how to give feedback, submit an inquiry or complaint.
How do I submit a managed care issue?
Magnolia Health
Providers can contact Provider Services at 1-886-912.6285 OR through the secure provider portal to submit inquiries/issues: https://www.magnoliahealthplan.com/providers.html
Magnolia Provider Issue Resolution Process
Molina Healthcare
From 7 a.m. to 8 p.m., providers can contact the Provider Contact Center at 1-844-826-4335, or email MHMSProviderServices@MolinaHealthcare.com.
Molina Provider Issue Notification Process
TrueCare
Providers can visit Provider Resources online at https://www.mstruecare.com/ms/providers/provider-portal/mscan/, or call Provider Services at 1-833-230-2174.
How long will it take before I hear something about my issue?
Magnolia Health
Acknowledgement of inquiry/issue should be within 24-72 hrs. After obtaining a call reference number, inquiries submitted through the call center may take up to 30 days for response. Provider Relations Representative will share updates until resolved.
Molina Healthcare
Each department may have different steps or intake processes; however, upon receipt of an issue, all departments acknowledge receipt within 24-48 hours of receiving the correspondence.
TrueCare
More details to come.
What if I’m not satisfied with the response given?
Magnolia Health
Providers can request outreach from a Provider Relations Representative through provider services, or the provider can contact their dedicated Provider Relations Representative directly.
Molina Healthcare
Providers can reach out to regional Provider Representatives located on Molina’s website: https://www.molinahealthcare.com/providers/ms/medicaid/comm/Provider-Representatives-Map.aspx
TrueCare
Providers can file a grievance online or contact Provider Services at: https://www.mstruecare.com/ms/providers/provider-portal/provider-grievance/mscan/
How do I submit a complaint?
Magnolia Health
A complaint or grievance should be filed in writing or by phone within 30 calendar days of the date of the event causing dissatisfaction. If in writing, the complaint or grievance should be submitted to Magnolia Health: Medical and BH (Behavioral Health) providers:
Magnolia Health
Attn: Provider Services- Complaints/Grievances
1020 Highland Colony Parkway, Suite 502
Ridgeland, MS 39157
Molina Healthcare
Complaints can be submitted by phone (844-826-4335) or in writing addressed to:
Molina Healthcare of Mississippi, Inc.
ATTN: Appeals and Grievance Department
1020 Highland Colony Parkway, Suite 602
Ridgeland, MS 39157
TrueCare
Providers can file a grievance online or contact Provider Services at: https://www.mstruecare.com/ms/providers/provider-portal/provider-grievance/mscan/
Online Provider Resources
Magnolia Health
Provider News Blast – Receive emails from Magnolia Health about policy and payment plan updates, upcoming trainings and educational opportunities: https://www.magnoliahealthplan.com/providers/email-sign-up.html
Demographic Update Tool – Request updates to your demographic information such as address change, office move, terminating an existing provider, and much more! https://www.magnoliahealthplan.com/providers/resources/demographic-update-tool.html
Provider Newsroom – Get late breaking news about Magnolia Health, CMS, and Division of
Medicaid: https://www.magnoliahealthplan.com/providers/provider-news.html
Secure Provider Portal- Send secure messages to internal departments, check member
eligibility, submit claims, and much more.
Molina Healthcare
Provider Help Hub – Check member eligibility, member benefits, claim status and general inquiries: https://www.molinahealthcare.com/providers/ms/medicaid/comm/ProviderHelpHub.aspx
eNews: Sign up, suscribe to receive Molina Healthcare news updates: https://www.molinahealthcare.com/providers/ms/medicaid/comm/news.aspx
TrueCare
Provider Portal: https://providerportal.caresource.com/MS/User/Login.aspx?ReturnUrl=%2fMS%2f
Provider Updates & Announcements: https://www.mstruecare.com/ms/providers/tools-resources/updates-announcements/mscan/
MississippiCAN provider survey
We need your help to tell us how well the MississippiCAN program is doing. Please take a few minutes to click on the link below and complete the survey. If you have any questions contact the Office of Coordinated Care by phone at 601-359-3789.
Complete and submit provider satisfaction surveys by email to MississippiCAN.Quality@medicaid.ms.gov or fax 601-359-5252.
How to Submit an Inquiry or Complaint
The Managed Care Provider Inquiries & Issues Form is designed for MississippiCAN providers to utilize for issues and concerns.
Complaint
An expression of dissatisfaction received orally or in writing that is of a less serious or formal nature that is resolved within one business day or receipt. Any complaint not resolved within one business day shall be treated as a grievance. A complaint includes, but is not limited to: inquiries, matters, misunderstandings or misinformation that can be promptly resolved by clearing up the misunderstanding or providing accurate information.
Grievance
An expression of dissatisfaction received orally or in writing about any matter or aspect of the contractor or its operation, other than a contractor action as defined in the CCO contract. A grievance includes, but is not limited to: the quality of care or services provided, aspects of interpersonal relationships such as rudeness of a provider or employee, or failure to respect the members rights.
You can contact the Mississippi Division of Medicaid (DOM) multiple ways as listed below, including by phone, postal mail, and fax. It is advised that you do not email forms or submit online forms with protected health information or personally identifiable information, to protect your confidentiality in accordance with the Health Insurance Portability and Accountability Act of 1996.
To contact the appropriate area by phone, first review the division/topics of interest menu below. The main call center switchboard will then route your call to the appropriate area.
- Toll-free: 800-421-2408
- Phone: 601-359-3789
- Fax: 601-359-5252
- Mailing address: 550 High Street, Suite 1000, Jackson, MS 3920
