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Important Updates

Baylor Scott & White Health Plan requires receipt of a written complaint from a provider within 60 days of the specific event on which the complaint is based. Provider complaints can be sent to:

Baylor Scott & White Health Plan
Attn: Appeals and Grievances
1206 W. Campus Drive
Temple, TX 76502

Effective Aug. 26, 2024, the process for submitting portal authorizations will change. Baylor Scott & White Health Plan (BSWHP) is transitioning to GuidingCare, a medical management platform that includes a provider portal to enhance provider experience.

The authorization portal is a tool for providers to electronically submit authorizations and receive automated responses and real-time updates. This new process is expected to shrink turnaround times by eliminating time-consuming faxes and phone calls.

Providers can check the status of authorizations, add supporting documentation, withdraw requests and make updates in an easy-to-use interface. You can find more info in the GuidingCare authorization user guide.

Providers will continue to log into the current provider portal to initiate an authorization and will be transferred—via a single sign-on—to the GuidingCare portal to complete the authorization request upon entering valid information.

Effective Immediately

Purpose of this notice is to educate and inform all providers on Clinical Laboratory Improvement Amendments (CLIA) certificate requirements in order for your claims to be processed correctly.

CLIA is required for all facilities or providers that examine "materials derived from the human body for the purpose of providing information for the diagnosis, prevention or treatment of any disease or impairment of, or the assessment of the health of human beings." If a facility or provider performs tests for these purposes, they are considered a laboratory and must obtain a CLIA certificate in accordance with CLIA laws and regulations.

Plan is requesting all laboratory providers to submit your most current and updated CLIA certificate.

Laboratory servicing providers who do not meet the CLIA billing requirements will not be reimbursed.

You may submit these via email to hpcliaupdate@bswhealth.org.

If you have any questions you can contact our Provider Services Center at 844.633.5325.

View this month's featured areas of our health talk: Take control of your health; Get Screened for Colorectal Cancer flyer that can be distributed to your patients.

Colorectal cancer is one of the leading causes of cancer deaths, but the good news is: It's preventable and treatable when caught early. Join us in the fight for better outcomes - your support can make a world of difference for your patients and our members.

As we continue transitioning to a new claims system, verify eligibility by using the portal listed on the member's ID card. Most members can be verified through swhpprovider.firstcare.com. Otherwise, visit portal.swhp.org/providerportal.

We've teamed up with Cricket Health to help kidney care specialists enhance the quality of life for their patients. Cricket Health's evidence-based approach can help you lower costs and improve patient engagement and key clinical outcomes for eligible members living with chronic kidney disease (CKD) or end-stage kidney disease (ESKD). To learn more, visit Cricket Health or read our Cricket Health FAQ.

  • Clinical Practice Guidelines: View the Quality Improvement: Clinical Guidelines which are resources intended to optimize patient care.
  • Accessibility of Services Requirements: Primary Care Providers (PCPs), Specialty Providers and Behavioral Health (BH) Providers are required to provide members timely access to care. For information on appointment and access standards and after-hour requirements for practitioners view the Accessibility of Services Requirements.

IVR and Provider Portals Guide

To assist you with claims processing, refer to the IVR and Provider Portals Guide.

Claim Redetermination Process Change

The Baylor Scott & White Employee Plan claim redeterminations process on the Provider Portal has changed. The new process is the Provider Claim Review Request and is available to providers via the Provider Service Center at 833.542.8179.

Effective Feb. 1, 2024 — for claim redeterminations with a date of service beginning Jan. 1, 2024 — you may contact the Provider Service Center for a Provider Claim Review Request. Through the new process, you can get detailed claim analysis, real-time adjustments on most claims and a quick follow-up rather than submitting through the provider portal.

The process for redeterminations on claims with a date of service prior to the 2024 calendar year will remain unchanged.

LOB Date of Service Process
EE Plan Jan. 1, 2024 and after Call 833.542.8179 for a Provider Claim Review Request
EE Plan Prior to Jan. 1, 2024 Submit request through provider portal or by mail, as before.
Medicare and Medicaid Any Date Submit through provider portal or by mail.

Please continue to use the IVR and the provider portal for benefits, eligibility and basic claims status.

UPDATE

The claim redeterminations process on the Provider Portal for Commercial* plans is changing. The new process is now the Provider Claim Review Request and will be available to providers via the Provider Service Center.

Effective Aug. 14, 2023, you may contact the Provider Service Center at 833.542.8179 for a Provider Claim Review Request which includes detailed claim analysis, real-time adjustments on most claims and quick follow-up rather than submitting through the provider portal.

Please continue to use the IVR and the provider portal for benefits, eligibility and basic claims status.

There are no changes to the Medicare and Medicaid claim appeals and redeterminations process. For Medicare and Medicaid claim appeals and redeterminations, maintain the current process of submitting through the provider portal or by mail.

Note: BSWH Employee plan is not included.

UPDATE

The claim redeterminations process on the Provider Portal for Commercial and BSWH Employee plans is changing. The new process is now the Provider Claim Review Request and will be available to providers via the Provider Service Center.

Benefits of the Provider Claim Review Request include detailed claim analysis, real-time adjustments on most claims and quick follow-up.

Effective Aug. 14, 2023, you may contact the Provider Service Center for Commercial and BSWH Employee claims for assistance, rather than submitting through the provider portal. New phone numbers will be provided to you prior to Aug. 14.

Please continue to use the IVR and the provider portal for benefits, eligibility and basic claims status.

There are no changes to the Medicare and Medicaid claim appeals and redeterminations process. For Medicare and Medicaid claim appeals and redeterminations, maintain the current process of submitting through the provider portal or by mail.

Effective July 17, 2023, the process for submitting claim appeals/redeterminations for Commercial and BSWH Employee plans has changed. If you have a redetermination request or claim appeal, contact the Provider Service Center at 844.633.5325 for Commercial claims or 800.655.7947 for BSWH Employee Plan claims for assistance, rather than submitting through the provider portal. Please continue to use the IVR and the provider portal for benefits, eligibility and basic claims status.

There are no changes to the Medicare and Medicaid claim appeals and redeterminations process. For Medicare and Medicaid claim appeals and redeterminations, maintain the current process of submitting through the provider portal or by mail.

Join Our Network

Interested in becoming a Baylor Scott & White Health Plan (BSWHP) contracted provider? We'd love to have you as a part of our growing network. We work with more than 36,000 providers and 4,000+ facilities in Texas to provide a high-level continuum of care, every day. And there's an even stronger commitment to providing you with digital tools that improve the patient journey. Start the application process today.

Healthcare providers

Apply to join our provider network.

Pharmacy providers

Apply to become a Commercial or Medicare pharmacy network provider by contacting Capital Rx Provider Relations at Provider.Relations@Cap-Rx.com, 888.832.2779 or Cap-Rx.com/pharmacists.

Account Management 

Contact us

Our Provider Relations Team is here for you, no matter where you're located. If you have questions or need support, visit the Contact Us page and view the Provider Relations Representative Territory map to find the right contact.

Manage existing provider account - forms

Prior Authorization

Prior authorization (sometimes referred to as pre-certification or pre-notification) determines whether non-emergent medical treatment is medically necessary, is compatible with the diagnosis, member benefits, and if the requested services are to be provided in the appropriate setting.

Prior authorization DOES NOT guarantee payment. Even if a Provider obtained the required prior authorization, Baylor must still process a Provider’s claim to determine if payment will be made. The claim is processed according to:

  • Eligibility
  • Contract limitations
  • Benefit coverage guidelines
  • Applicable State or Federal requirements
  • National Correct Coding Initiative (NCCI) edits
  • Texas Medicaid Provider Procedures Manual (TMPPM)
  • Other program requirements, as applicable

Providers must submit the Prior Authorization Request Form. The form must include the following information to initiate the prior authorization review process:

  • Member name
  • Member date of birth
  • Member number
  • Requesting provider name
  • Requesting provider’s National Provider Identifier (NPI)
  • Rendering provider’s name
  • Rendering provider's NPI
  • Rendering provider's Tax ID
  • Rendering provider's Group NPI (if applicable)
  • Service requested:
    • Current Procedural Terminology (CPT)
    • Healthcare Common Procedure Coding System (HCPCS)
    • Current Dental Terminology (CDT)
  • Service requested start and end date(s)
  • Quantity of service units requested based on the CPT, HCPCS or CDT requested
  • Requesting Provider’s Dated Signature

Please note any prior authorization requests missing essential information will not be processed and a new request will need to be submitted. To avoid delays in authorization or administrative denials, Providers are encouraged to submit sufficient documentation to validate the medical necessity for the services being requested. This may include, current progress notes, history and physical, radiology or laboratory results, consult notes/reports, treatment plans showing progress to goals (e.g. therapy requests), or similar medical record documentation to illustrate medical necessity.

Supporting Clinical Documentation

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