Appeals & Grievances

​​​Presbyterian welcomes feedback from our providers. We have comprehensive processes implemented, in conjunction with our regulatory agencies, to ensure that our members and providers have grievances and appeals rights.

Practitioners and providers have the right to file an appeal if he/she is dissatisfied with a decision made by Presbyterian to terminate, suspend, reduce or not provide approved services to a member or to deny payment for services, and if the provider disagrees with any policy or adverse action made by Presbyterian. Additionally, if a provider/practitioner is dissatisfied with any of Presbyterian’s general operations, he/she may file a Grievance.

Providers have one year (12 months) from the date of service to file an appeal for a denied claim.

Appeals and Grievances Form

Appeals & Grievances on Behalf of Members

If an issue involves a Utilization Management decision, a practitioner or provider must obtain the written consent of the member to act on his/her behalf during the appeal process, unless the matter is determined to be an Expedited Appeal.

Detailed information on the appeals and grievances processes are provided in the following documents:

Should a provider/practitioner disagree with any policy, decision or adverse action made by Presbyterian, he/she should contact the Provider CARE Unit at 505-923-5757 or 1-888-923-5757 or your Provider Network Management Relationship Executive. They will put you in touch with the appropriate audience to hear your appeal. Appeals are heard by:

Appeal of Utilization Management decisions with written consent from the memberMember Appeals and Grievances Coordinator
Appeal of denial, suspension or termination of network participation and initiation of Fair Hearing PlanCredentialing Subcommittee
Expedited Appeal requests on behalf of a memberMember Appeals and Grievances Coordinator
Dispute of claims adjudicationCARE Unit Specialist
Challenge of any other adverse action, decision or policyProvider Appeals and Grievances Coordinator
Initiation of a Level II Provider Appeal HearingProvider Appeals and Grievances Coordinator