Providers Directing to Emergency Service Availability 24 Hours per day, 7 days per week

Date: 02/02/23

Heritage Health (Medicaid):

Providers are required to have emergent situation messages related to 24 hour per day, 7 day per week coverage within their call prompts, including after-hours calls that may be handled by an answering service.

Providers need to have emergent situation messaging in line with the following as an alert prior to call routing:

If this is a medical emergency, please hang up and dial 911 immediately or go to the nearest emergency room.

In order to comply with contractual terms either a recorded message indicating this or a live person answering the phone needs to communicate this messaging to members.

If you have questions, please contact Provider Relations.