Utilization Management

CareSource of North Carolina Co.® is committed to maintaining the quality and appropriateness of health care services provided to our members. The Utilization Management department performs all utilization management (UM) activities including prior authorization, concurrent review, discharge planning and other activities. CareSource of North Carolina Co. makes its UM criteria available in writing by mail, fax, or phone and on this webpage.

Mail: CareSource of North Carolina Co.
P.O. Box 1307
Dayton, OH 45401-1307

On an annual basis, CareSource of North Carolina Co. completes an assessment of satisfaction with the UM process and identifies any areas for improvement opportunities.

Prior Authorization

CareSource of North Carolina Co. understands that you may have questions about prior authorization. Access the Prior Authorization webpage for detailed information.

Medical Necessity Criteria

CareSource of North Carolina Co. utilizes nationally recognized criteria to determine medical necessity and appropriateness of inpatient hospital, rehabilitation and skilled nursing facility admissions. These criteria are designed to assist health care partners in identifying the most efficient quality care practices in use today. They are not intended to serve as a set of rules or as a replacement for a physician’s medical judgment about individual patients. CareSource of North Carolina Co. defaults to all applicable state and federal guidelines regarding criteria for authorization of covered services. CareSource of North Carolina Co. also has policies developed to supplement nationally recognized criteria. If a patient’s clinical information does not meet the criteria, the case is forwarded to a CareSource of North Carolina Co. Medical Director for further review and determination. Physician reviewers from CareSource of Carolina Co. are available to discuss individual cases with attending physicians upon request.

Utilization review determinations are based only on appropriateness of care and service and existence of coverage. CareSource of North Carolina Co. does not reward health care partners or our own staff for denying coverage or services. There are no financial incentives for our staff members that encourage them to make decisions that result in underutilization.

Our members’ health is always our number one priority. Upon request, CareSource of North Carolina Co. will provide the clinical rationale or criteria used in making medical necessity determinations. You may request the information by calling or faxing the CareSource of North Carolina Co. Utilization Management department.

Access to Staff

Providers may call 1-833-230-2101 to get help with any UM questions.

  • Staff members are available from 8 a.m. to 5 p.m. Monday through Friday for inbound calls regarding UM issues.
  • Staff members can receive inbound communication regarding UM issues after normal business hours.
  • Providers may leave voice mail messages on these telephone lines after business hours, 24 hours a day, 7 days a week.
  • Medical necessity determination requests can be submitted 24 hours a day, seven days a week via a dedicated fax line and the Provider Portal.
  • Staff members can send outbound communication regarding UM inquiries during normal business hours, unless otherwise agreed upon.
  • Staff members are identified by name, title and organization name when initiating or returning calls regarding UM issues.
  • Staff members are available to accept collect calls regarding UM issues.
  • Staff members are accessible to callers who have questions about the UM process.

In the best interest of our members and to promote their positive health care outcomes, CareSource of North Carolina Co. supports and encourages continuity of care and coordination of care between medical health care partners as well as between behavioral health care partners.

Member Support Services

Representatives are available to answer member questions regarding UM.

  • Representatives are available by telephone Monday through Friday, except on the following holidays in 2023: New Year’s Day, Martin Luther King Jr. Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Day after Thanksgiving, Christmas Eve and Christmas Day
  • Members may access Member Services by calling our toll-free number, 1-833-230-2099 7 a.m. – 7 p.m. (TTY for the hearing impaired: 1-800-982-8771) and following the menu prompts.

CareSource of North Carolina Co. offers language interpreters for members who need assistance to communicate with CareSource of North Carolina Co. to discuss UM issues. These services are available at no cost to the member. As a provider, you are required to identify the need for interpreter services for your CareSource of North Carolina Co. patients and offer assistance to them appropriately.