HFS Secure Electronic web-based portal

HFS recognizes the importance of providers having an outlet for reporting issues they may have with Medicaid Health Plans if they cannot get these issues resolved by working through the Plan processes.  The provider portal was created for providers to submit complaints to HFS about issues you are experiencing with Illinois Medicaid Managed Care Organizations (MCOs) in an electronic and secure format. Their goal is to answer MCO-related questions promptly and ensure fair resolution of disputes involving MCOs and providers. Please allow HFS 2 business days to reply to an urgent complaint and 15 business days for all other issues. Providers should carefully identify which representatives within their provider organizations will be designated to use this complaint system for unresolved issues. The name of the provider representative submitting the complaint will be shared with the MCO, and outcomes will be reported only to the provider representative whose email is entered into the system with the complaint. HFS will collect and publically report the volume of complaints received and resolved by provider type, MCO, and other categories. Provider complaints regarding the resolution of Medicaid Fee-for-Service issues should continue to be directed to HFS at 877-782-5565.

Source: https://www.illinois.gov/hfs/MedicalProviders/cc/Pages/ManagedCareComplaints.aspx