Email Template Guide for requesting Care Coordination

To request care coordination, the CM may send a secure email* to the client’s MCO to request care coordination and assistance to address barriers the client is experiencing to access medically necessary care covered by Apple Health.

1. When making a care coordination request include the following in your email:
   • In the Email “Subject” line, provide the reason for care coordination request. For example:
     • Mental health treatment
     • Durable medical equipment
     • Needs Primary Care Provider
   • In the body of the email, provide the following information:
     • Client Name
     • Client ProviderOne ID: (9-digit number ending in WA)
     • Date of Birth
     • Residence Type
     • CM Name and Contact Information
     • Summary of client barrier/issue/need

1. If you do not receive a response or assistance with your request timely, the CM should discuss the case with their supervisor to determine if escalation is needed. Sent a second email to the MCO with ‘escalation’ in the title of the email.
2. If the CM and supervisor do not receive a response, they may determine escalation to HCS HQ is needed when issues are not resolved.

Once the request for escalation is received, HCS HQ will outreach with HCA to discuss the identified barrier to access.  Based upon the type of request, the case manager and supervisor will be notified regarding next steps.

To escalate if you are not receiving a response: You can reach out to MCSCsupport@dshs.wa.gov