Beneficiary Helpline

12220 - Beneficiary Helpline (Rev. 27, Issued: 07-08-16, Effective: 07-08-16, Implementation: 07-08-16) QIOs that perform case review are required to maintain a toll-free helpline, operated according to QIO contract requirements, to handle beneficiary complaints, provide beneficiary support, and coordinate with providers and practitioners. QIOs must publish and promote both their own helpline as well as the national 1-800-MEDICARE helpline for all information related to beneficiary rights and responsibilities, protections, and various programs and activities. QIOs should provide information regarding Medicare beneficiary rights and responsibilities, beneficiary protections (including Hospital-Issued Notices of Noncoverage [HINNs], Medicare discharge notices, discharge planning, and beneficiary complaints), and appropriate health education issues related to active projects. QIOs should make appropriate referrals when information or assistance inquiries are outside of the assigned scope of QIO activities or responsibilities.