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PROVIDER FAQS
FREQUENTLY ASKED QUESTIONS FOR HEALTHCARE PROVIDERS
We contract with Trustmark Benefits to process medical claims. Here are some of
the commonly asked questions we receive from providers about enrollment, filing
a claim, our grant use policy and more.
ENROLLMENT
* 1. What services are covered?
PAN is the payer of last resort, so all patients must be insured, and their
insurance must cover the medication or supply for which the patient seeks
assistance.
PAN provides reimbursement in the form of grants for deductible, co-payment
and coinsurance amounts for medications or supplies on our formulary. A full
list of covered medications and supplies can be found on the PAN website.
* 2. What services are not covered?
The following items are not reimbursable by PAN:
* Eligible medications or over-the-counter products not covered by the
patient’s insurance.
* Eligible medications paid by the insurance payer at 100%.
* Eligible medications billed only to drug discount cards and not insurance.
* Medical services, such as lab work, preventative vaccinations, diagnostic
testing, genetic testing, ER visits and office visits.
* Medications not covered under PAN’s formulary for the corresponding
disease fund.
Medication not covered? Call us at 1-866-316-7263 or submit a request at Find
a disease fund.
* 3. Does my patient qualify for assistance?
Patients must meet the following criteria to be eligible for PAN assistance:
* The patient must be getting treatment for the disease named in the
assistance program to which he or she is applying.
* The patient must have health insurance that covers his or her qualifying
medication or product.
* The patient’s medication or product must be listed on PAN’s list of
covered medications.
* The patient’s income must fall at or below the Federal Poverty Level
specified by the assistance program. Visit our assistance programs to
learn more about each fund’s income requirements.
* The patient must reside and receive treatment in the United States or U.S.
territories. (U.S. citizenship is not a requirement.)
* 4. How do I apply for assistance?
To apply for assistance, please call us Monday through Friday from 9 a.m. to
7 p.m. ET at 1-866-316-7263 or log in to the provider portal.
You will need the following information to apply:
1. Patient’s demographic information (name, address, phone number).
2. Diagnosis and medication name(s).
3. Patient’s health insurance information.
4. Patient’s income and number of people in the household.
5. Physician and facility’s contact information.
* 5. How long is a grant?
Each grant eligibility period is 12 months. However, first time grant
enrollees to a disease fund will have a 90-day look back period to cover
qualified claims incurred prior to enrollment.
* 6. Where can I find a list of covered diagnosis codes?
Covered diagnosis codes can be found on each disease fund page on the PAN
website. Visit the Find a disease fund page to see our full list of programs.
* 7. What is a renewal grant?
A renewal grant can be awarded after the grant period has ended, starting a
new eligibility period for use. You may apply to renew a grant up to thirty
days before the current grant period ends, even if there is still a grant
balance remaining. Patients may start using renewal grants, if awarded, in
the next grant period.
Please note: This is different than a second grant, which can only be awarded
if the full value of the original grant is used and there is time remaining
in a patient’s eligibility period. See question 31 for more information.
* 8. When can I renew a grant?
Grants may be renewed starting 30 days before the eligibility period ends.
CLAIMS
* 9. What information do I need to submit a claim?
Gather, complete and submit the following items:
W-9 form (required annually for each practice).
* CMS-1500, UB-92 or UB-04 form.
* Corresponding itemized primary and secondary (if applicable) Explanation
of Benefits (EOB) or Medicare Remittance Advice (RA), showing payment by
the insurance.
* For DRG/APC claims, please ensure the EOB is itemized. If you cannot get
an itemized EOB, please contact PAN.
* 10. How do I submit a claim to PAN?
ELECTRONIC CLAIM SUBMISSIONS
Electronic claims can be submitted through your payment system. To submit an
electronic claim, please use the following billing information:
* Payer ID: 38225 (Payer ID is tied to Trustmark Health Benefits)
* Billing ID: 10-digit numeric ID unique to each patient
MANUAL CLAIM SUBMISSIONS
Submit manual claims by mail, fax or through our provider portal.
* Online: Provider portal
* Fax: 1-844-726-4728
* Mail: PAN Foundation
PO Box 2310
Mt. Clemens, MI 48046
Note: PAN’s Direct Member Reimbursement (DMR) forms are for member
reimbursement only.
* 11. How long does it take for a claim to be processed?
The standard processing time for complete claims is 10 to 14 business days.
Claims are processed on a first-come, first-served basis. Please keep in mind
that any missing information may lead to delays in claim processing time.
* 12. How can I submit more than one claim?
When faxing or mailing multiple claims, each claim must have its own claim
form and EOB/RA statement. Please separate claims with a blank page or fax
cover sheet to ensure each claim is processed correctly.
You may also use the PAN medical claim fax cover sheet between every
individual medical claim.
* 13. How do I verify my patient’s grant balance?
To verify the grant balance remaining in the patient’s account, please check
the provider portal or call us at 866-316-7263, Monday through Friday, 9 a.m.
to 7 p.m. ET.
* 14. How do I check claims and payment status?
There are two ways to check claims and payment status:
* View payment details through the provider portal.
* Verify receipt of clean claims and payment statuses by calling us at
866-316-7263, Monday through Friday, 9 a.m. to 7 p.m. ET.
* 15. My claim was denied. What should I do?
If your claim was denied, it will be returned to you along with a letter
indicating the reason for denial. You can also check the provider remittance
for the claim denial reason. If additional information is required or you
would like the claim to be reconsidered, please resubmit the claim with the
original documents along with the required information (see Provider Billing
Guide to learn more).
We have an appeal process that may be used in extenuating circumstances. We
encourage you to contact us via secure messaging on the portal or
866-316-7263 if you would like to learn more.
* 16. I resubmitted a claim and it was denied as a “duplicate claim.” What
should I do?
If you are resubmitting a claim with all the required information, be sure to
write “Corrected Claim” at the top of the claim form so we know that new
information has been added.
* 17. Can I submit a claim after the patient’s grant period has ended?
At the end of the patient’s grant period, you have 60 days to submit any
outstanding claims with dates of services that are within the eligibility
period.
* 18. What if I have more questions about claims?
If you have more questions about claims, please refer to the Provider Billing
Guide or call us at 866-316-7263, Monday through Friday, from 9 a.m. to 7
p.m. ET.
REIMBURSEMENT
* 19. Where should refunds be mailed?
Please submit refunds to the following address:
PAN Foundation
Box 2310
Clemens, MI, 48046
* 20. What are the payment methods for claims and how can I change my payment
method?
There are three payment options for providers:
* QuicRemit virtual credit cards
* ACH transfers
* Paper checks
QuicRemit virtual credit cards are the default payment method. All direct
member reimbursement claims are paid by check only.
If you would like to continue receiving QuicRemit virtual credit cards, no
further action is needed.
If you would like to begin receiving payments with paper checks or QuicRemit
virtual credit cards, please contact ECHO Health, PAN’s third-party
healthcare payment vendor, at 440-835-3511, Monday through Friday, 8:30 a.m.
to 6 p.m. ET.
If you would like to receive payments with ACH transfers, please
email edi@echohealthinc.com to obtain the enrollment form.
* 21. How do I change the location where my checks are mailed?
To change the location of where checks are forwarded, please indicate the
address in box 33 of the CMS claim form or in box 2 of the UB04 claim form.
The tax ID must correspond to the address.
* 22. What payment confirmation will I receive after I submit a claim?
You can view your explanation of provider payments (EPP) electronically at
www.mytrustmarkbenefits.com or on the ECHO portal
at www.providerpayments.com.
* 23. How can I receive faster claim payment?
For faster payment, we recommend submitting claims electronically. Electronic
submission ensures that claims are complete and reduces the turnaround time
by two business days.
Want to sign up for electronic claim submission? Contact your billing vendor
for more information (See question 9 for information on electronic claim
submissions).
GRANT USE POLICY
* 24. What is the Grant Use Policy?
PAN’s Grant Use Policy encourages grant recipients to use their grants as
intended to help cover the out-of-pocket costs for critical medications. The
patient, healthcare provider or pharmacist must request and receive payment
for a claim from PAN within 120 days of the enrollment date. Throughout the
patient’s eligibility period, you must submit one paid claim during each
120-day period.
If grant recipients do not follow the Grant Use Policy, their grants will be
canceled, and the released funds will be used to provide grants to other
patients who need assistance. If the patient needs assistance at a later
date, you are welcome to reapply for assistance on their behalf, pending fund
availability. If you have questions or extenuating circumstances, please call
us at 866-316-7263.
* 25. How many claims do I need to submit per year to keep my grant active?
There is no set number of claims that must be submitted per year. However,
you must request and receive payment for a claim from PAN during each 120-day
period. Please see question 23 to learn more.
* 26. What if my patient’s treatment is only once or twice a year?
PAN grant recipients must be currently in treatment, scheduled to begin
treatment in the next 120 days or have had treatment in the past 90 days. We
recognize that your patient’s treatment may not fit within the 120-day
timeframes of the Grant Use Policy.
If their treatment is only once or twice a year, and you or your patient
receives a letter from PAN indicating that their grant must be used soon,
please call us at 866-316-7263. We will take this under consideration.
* 27. I submitted a claim to the insurance company, and it is pending. What
happens if I miss the deadline?
If the insurance company is still reviewing your claim and you are concerned
about missing the 120-day deadline, please call us at 866-316-7263 and let us
know before the 120th day. We will take this under consideration.
* 28. Do I need to have a paid claim on file for the 120 days to start again?
Yes, there must be a paid claim on file in order for the 120 days to start
again, or you must have been approved for an extension from PAN.
PORTAL
* 29. Does PAN have a provider portal and how can I access it?
Yes, we have a portal specifically for healthcare providers. Log in or create
an account today.
* 30. What if I have questions about the provider portal?
If you have questions about the provider portal, please call us at
866-316-7263, Monday through Friday, from 9 a.m. to 7 p.m. ET.
SECOND GRANTS
* 31. What is a second grant?
A second grant can be awarded if the patient’s grant balance is depleted
before their eligibility period ends. If approved, the patient will be able
to use funding from the second grant during the remainder of their
eligibility period.
To qualify, the current grant balance must be $0, and the disease fund must
be open. Simply go to the provider portal or call us at 866-316-7261 to see
if your patient qualifies.
Please note: This is different than a renewal grant, which can be awarded for
use in a new eligibility period. See question seven for more information.
* 32. Can I apply for more financial assistance after my patient exhausts their
grant?
If your patient’s grant is exhausted during the eligibility period, you may
apply for additional assistance, called a second grant. To qualify, the
current grant balance must be $0, and the disease fund must be open. Simply
log in to the provider portal or call us at 866-316-7261 to see if your
patient qualifies.
* 33. What if my patient received a second grant but the previous claim was
partially paid?
If a previous claim was partially paid, we will reprocess the claim once the
second grant is awarded. The claim will not need to be resubmitted.
DISEASE FUND WAIT LIST
* 34. What is the Disease Fund Wait List?
The Disease Fund Wait List is a list of patients waiting to apply for
assistance from a closed co-pay, travel or premium disease fund at the PAN
Foundation. Patients may add themselves to the wait list or be added by their
healthcare provider, pharmacy or caregiver. All patients or the individual
acting on their behalf must provide a valid email address in order to sign up
for the wait list.
The wait list enhances our ability to serve patients on a first-come,
first-served basis by giving those on the wait list the first opportunities
to apply for assistance when a fund opens.
When funding becomes available for a specific disease fund, individuals on
the Disease Fund Wait List will be notified by email that the fund is open
for applications—this is the period that a fund is considered to be in wait
list status. The individuals on the wait list have the opportunity to apply
before the general public during the wait list status.
* 35. How does the Disease Fund Wait List work?
Each disease fund that is closed has a wait list. Patients may add themselves
to the wait list or be added by their healthcare provider, pharmacy or
caregiver. There is no limit to the number of people who can be on the wait
list at any given time.
Each patient on the wait list will be assigned a number corresponding to the
order in which they were added to the list. Your patient’s number on the wait
list will not be publicly available through the portals or by calling us by
phone.
The entire process from the time the fund opens for application to
notification of a successful grant takes four business days. Here’s a look at
the overall timeline:
Business day 1:
* When we have secured funding for a closed disease fund, we will open that
disease fund in wait-list status, and those on the wait list will get an
email inviting them to apply for assistance with a unique URL and Wait
list ID. Applications can be submitted via the portal or by calling PAN.
* The application period is open for two business days. At the end of the
two-business day period, we will no longer accept applications from the
wait list.
Business day 2:
* At the end of the two-business day period, we will no longer accept
applications from the wait list.
Business day 3:
* The application period is now closed.
Business day 4:
* Within four business days, the patient, caregiver, provider or pharmacist
will be notified by email whether a grant will be awarded.
* If your patient is awarded a grant, they can begin to use their grant
immediately.
* If your patient is not awarded a grant due to insufficient funds, they
will stay on the wait list, but move closer to the top. They will not lose
their place on the wait list. They will be notified the next time the
disease fund opens in wait-list status and will need to submit an
application again.
* 36. What do I need to know before signing up for the disease fund waitlist?
Before signing up for the disease fund waitlist, check the eligibility
criteria for the fund, including insurance and income requirements.
Note: the eligibility criteria vary based on disease fund.
* 37. How can I add a patient to the wait list?
Patients, caregivers, providers and pharmacists can add a patient’s name to
the wait list through our portals, by visiting the specific disease fund page
on the PAN website or by calling us at 1-866-316-7263.
Please note that the email address used when signing up for the wait list
will also be used to provide updates on the fund’s status. We encourage you
to ensure that the email address is checked often.
For the quickest way to add your patients to the wait list, log in to our
provider portal. Reference our step-by-step instructions on how to sign your
patient up for the wait list on the portals.
* 38. Should I add all my patients who need assistance to the wait list?
If your patients need assistance from a closed disease fund, we encourage you
to sign them up for the wait list. You must sign each patient up for the wait
list individually.
When a PAN disease fund is closed, the PAN website will always have
up-to-date referrals if there is an open program at another foundation. We
also encourage you to sign up and follow funds on FundFinder for instant
alerts when a disease fund opens at any of the charitable patient assistance
foundations.
If your patient no longer needs help, contact us by phone at 1-866-316-7263
to remove their name from the wait list or send us a secure message on your
portal.
* 39. How do I confirm that my patient is on the wait list?
If you applied on behalf of your patient, you will receive an email
confirmation that they have been added to the wait list.
You can also log in to the provider portal to confirm your patient’s
placement on the wait list. Simply select “Disease Fund Wait List,” and
scroll to the specific disease fund to select “See list.” The portal will
display all associated patients that have been enrolled on a wait list by
their healthcare provider.
* 40. How can I apply for patient assistance from a wait list?
When a closed disease fund moves into wait-list status, patients on the wait
list will receive an email inviting them to apply. You will receive the
invite to apply if you provided your email address on behalf of your patient
when adding them to the wait list. Once the email goes out, people on the
list will have two business days to apply for assistance.
The email will include a unique URL and wait list ID which will be required
to apply for assistance from the wait list.
There are two ways to submit an application on behalf of your patient:
* Provider portal:
When you click the unique URL in the invitation email, you will be
directed to the provider portal and can continue the application process
as normal on behalf of your patient. The portal is available 24/7.
* Phone: 1-866-316-7263
Your email also includes a wait list ID for your patient. When you call us
to apply, please have that wait list ID at the ready for the
representative and they will be able to assist you through the application
process.
Once we receive all applications at the end of the two business days, you
will be notified by email within another two business days whether a grant
can be awarded.
* 41. If another program is open, should I add my patient to your wait list?
You are welcome to add your patient to a wait list even if a program is open
at another foundation. However, we recommend that you contact the open
program to ensure your patients can find assistance as quickly as possible.
* 42. How is the wait list different from FundFinder?
PAN’s Disease Fund Wait List is a list of patients waiting to apply for
assistance from a closed fund at PAN. When a closed PAN fund goes into wait
list status, patients on the wait list will receive an email inviting them to
submit an application to PAN.
FundFinder is a tool that tracks the availability of funding across 9
charitable organizations, including PAN. With FundFinder, you can sign up for
email or text message notifications to learn when financial assistance
becomes available for a specific diagnosis at any foundation.
We encourage you to sign up and follow funds on FundFinder for instant alerts
when a disease fund opens at any of the charitable patient assistance
foundations.
* 43. Where can I find more information about the Disease Fund Wait List?
For answers to frequently asked questions, refer to this guide or read our
step-by-step instructions on how to sign up and apply from the wait list.
HELPFUL GUIDES FOR NAVIGATING THE DISEASE FUND WAIT LIST
Previous
Guide: How to sign your patients up for the wait list
Guide: How to apply on behalf of your patient from the wait list
Video: How to check your patient’s eligibility and sign them up for the disease
fund wait list
FAQs: Disease fund wait list
Guide: How to sign your patients up for the wait list
Guide: How to apply on behalf of your patient from the wait list
Video: How to check your patient’s eligibility and sign them up for the disease
fund wait list
FAQs: Disease fund wait list
Guide: How to sign your patients up for the wait list
Guide: How to apply on behalf of your patient from the wait list
Video: How to check your patient’s eligibility and sign them up for the disease
fund wait list
Next
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