Fiscal Intermediary Technology Refresh Implementation

September 10, 2020

As previously announced in a July 16, 2020 article, DXC Technology, the Business Operations Fiscal Intermediary (FI), has staged the deployment of various business oriented IT solutions to occur July 2020 onward.

As of August 2020, the following technological refreshes have already been implemented:

  • Print and Mail – Print and mailing solution for outbound communications, including provider welcome packets and provider letters

  • Member Card – Member card production solution for Beneficiary Identification Card (BIC) and Health Access Program (HAP) card production

  • Learning Management System – Also known as the Medi-Cal Learning Portal (MLP), this solution manages and houses training for internal and external users (e.g. providers, billers)

On September 14, 2020, the remaining technological refreshes are scheduled to be live in production:

  • Imaging/Optical Character Recognition (OCR) – Enables the processing of paper documents, including paper Treatment Authorization Requests (TARs), paper claims and correspondence

  • Records Repository – Houses the scanned images of paper documents received, including provider correspondence, claims and attachments

  • Telecommunications Infrastructure – Structure required to support the call platform and telephony solutions required for customer service call center operations

  • Customer Relationship Management – Provider and member contact ticketing solution used to manage, track and measure customer service

  • Interactive Voice Response – Voice response solution used to support provider self-service features, including the Automated Eligibility Inquiry Verification (AEVS) and the Provider Telecommunications Network

  • Medi-Cal Subscription Services (MCSS) – Provider/external party solution used to communicate information, such as System Status Alerts, news articles and provider manual updates

As with the initial operational transition in October 2019, and the first wave of technical changes in August 2020, the primary objective is a successful transition without disruption to state programs, providers and/or members (beneficiaries). Given the type of IT services slated for the second wave of technological changes, providers and members may notice differences in processes and/or may experience longer call wait times pre- and post-implementation as the operations prepare for deployment and stabilize.

The Department of Health Care Services (DHCS) will continue to provide updates as this effort progresses. Please continue to monitor the Medi-Cal Provider website for future updates on this topic.