Provider Frequently Asked Questions (FAQs)

Questions about Claims

• Where do I submit claims?
• Does LifeSynch offer electronic billing?
• Where is LifeSynch located?

Questions about Clinical Policies

• How do I obtain authorization?
• How many outpatient visits will you authorize at a time?
• How many EAP visits does a member qualify for?
• How much paper work is involved to obtain the concurrent authorizations?
• How can I get more referrals?
• Where do I send clinical forms?

Questions about Credentialing/Contracting/Provider Services

• How do I go about joining LifeSynch's network?
• What are the available contract fees and how do you arrive at them?
• How many lives do you manage in my area?
• How do I check the status of my credentialing or recredentialing application?
• How can I become a network provider for Medicare Advantage members?
• What is a provider forum?
• What is the LifeSynch Provider Portal?

Questions about Member Benefits/Eligibility

• Who are the payors for LifeSynch?
• How do I confirm eligibility and benefits for a LifeSynch member?

Claims

• Where do I submit claims?

  Outpatient Claims (except Arkansas, Humana and EAP):

  • Online. Log in or register for the LifeSynch Provider Portal.
  • Fax: 1-866-331-5673
  • Mail:
    LifeSynch
    2101 W. John Carpenter Freeway
    Suite 100
    Irving, TX 75063

  Humana Claims:

  • Online. Log in or register for the LifeSynch Provider Portal.
  • Mail:
    Humana
    PO Box 14601
    Lexington, KY 40202

  Arkansas Claims (in-patient, out-patient and EAP):

  • Fax: 1-501-217-8075
  • Mail:
    LifeSynch, STAR EAP
    1701 Centerview Dr.
    Suite 101
    Little Rock, Arkansas 72211

• Does LifeSynch offer electronic billing?

  The LifeSynch Provider Portal allows network providers to submit claims online via an electronic HCFA form. Log in or register for the LifeSynch Provider Portal.

• Where is LifeSynch located?

  National Corporate Office
  LifeSynch
  2101 W. John Carpenter Freeway
  Irving, TX 75063

  Arkansas Regional Office
  LifeSynch
  Star EAP
  1701 Centerview Drive
  Suite 101
  Little Rock, Arkansas 72211
  

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Clinical Policies

How do I obtain authorization?

For Initial Outpatient Authorizations

• Online. Log in or register for the LifeSynch Provider Portal.
• Phone: Call the number on the back of the patient’s ID card to speak to the Clinical Department

How many outpatient visits will you authorize at a time?

Initial Outpatient Visits

LifeSynch authorizes up to 20 visits for the initial outpatient behavioral health treatment, depending on the member’s benefit structure. If further sessions are required, additional sessions can be authorized based on clinical information submitted by the provider and medical necessity.

How many EAP visits does a member qualify for?

The number of EAP visits depends on the member’s particular contract/plan.

How much paper work is involved to obtain the concurrent authorizations?

LifeSynch's concurrent authorization procedures are designed to simplify the certification process. For continued outpatient behavioral health services, provide clinical rationale on the one-page Concurrent Outpatient Clinical Review Form and fax to 1-800-807-1898.

Download Concurrent Outpatient Clinical Review Form

Concurrent Outpatient Clinical Review Form for All Providers (Except CA)

(37 KB) Download PDF

English

Concurrent Outpatient Clinical Review Form for California Providers

(37 KB) Download PDF

English

How can I get more referrals?

If you are interested in receiving more referrals, please contact Provider Relations
at 1-800-890-8288. To ensure timely referrals, please check the accuracy of your online Provider Lookup listing.

You may e-mail corrections to providerservices@lifesynch.com or submit them online, if you are a registered user, via the LifeSynch Provider Self-Service Portal. Log in or register for the LifeSynch Provider Self-Service Portal.

Where do I send clinical forms?

All Except Arkansas:

Fax to the Clinical Department at 1-800-807-1898

Arkansas:

Fax to the Clinical Department at 1-501-217-8075

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Credentialing/Contracting/Provider Services

• How do I go about joining LifeSynch's network?

  Candidates may apply via CAQH or by downloading and completing an application available on our site. To learn more, go to How to Apply.

• What are the available contract fees and how do you arrive at them?

  LifeSynch fees are based on market-rate conditions, as determined by our surveys, and competetive market data. Input from providers is also considered and valued. A fee schedule accompanies the provider application.

• How many lives do you manage in my area?

  LifeSynch is constantly growing its business nationally. If you are receiving a new application, there is a good chance that LifeSynch is developing the network in your area. If you want to know more about LifeSynch, call Provider Services at 1-800-890-8288, Option 2, or e-mail us at providerservices@lifesynch.com.

• How do I check the status of my credentialing or recredentialing application?

  You may check the status of your credentialing or recredentialing application by contacting a Provider Services Representative at 1-800-890-8288.

• How can I become a network provider for Medicare Advantage members?

  LifeSynch contracted providers, who are Medicare eligible, can join the Medicare Advantage network by adding an amendment to their existing contract. Please contact the Provider Services Department at 1-800-890-8288 to obtain a copy of the required amendment.

• What is a provider forum?

  Periodically, LifeSynch hosts provider forums offering you a chance to talk with LifeSynch representatives and to learn about ways to enhance your practice and patient relationships. Topics covered include: claims/billing issues, authorization processes, quality improvement, standards with coordination of care and more.

• What is the LifeSynch Provider Portal?

  The LifeSynch Provider Portal gives you access to a confidential, online database that is available 24 hours a day. Access to the Provider Portal requires a quick and easy registration and allows you to:

  • Submit claims electronically
  • Make demographic changes
  • View authorizations
  • Check the status of a claim
  • Look up member information and benefits
  • E-mail inquiries directly to our Customer Service or Provider Relations staff
  • Obtain an initial outpatient authorization

  Register for the portal by calling Provider Services at 1-800-890-8288.

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