This page describes the Provider Services Unit, the customer service center for DMAP fee-for-service providers. Learn what PSU can and cannot do, and what you should do before calling PSU.

To contact Provider Services, call 800-336-6016 or e-mail dmap.providerservices@state.or.us. When e-mailing, allow 2-3 business days for response.

What PSU can do

• Interpret DMAP rules and policy to help providers resolve billing issues with DMAP.
• Help providers with Provider Web Portal access and navigation issues.
• Issue new PIN letters for Provider Web Portal and Automated Voice Response access.
• Research and resolve "problem claims," CAWEM claim reconsiderations, and pharmacy claim reconsiderations.
• Coordinate with other DHS offices and partners such as Medical Payment Recovery, Health Insurance Group and DHS case workers to resolve technical issues that affect the provider’s ability to bill DMAP (e.g., incorrect eligibility/enrollment/TPL information).

What PSU cannot do

• Perform basic claim status, client eligibility and client enrollment inquiries (starting Feb. 1, 2011). Please use Automated Voice Response, the Provider Web Portal, or electronic data interchange to get this information.
• Answer questions about billing, coverage, or prior authorization for services you provide to clients in managed care. You need to contact the client’s managed care plan for this information.
• Answer technical questions about issues you have submitting electronic data interchange transactions. You need to contact EDI Support Services (888-690-9888) for this information.
• Process provider appeals. You need to mail your request with supporting documentation to DMAP Claims Unit, 2575 Bittern Street NE, Salem, Oregon 97301.
• Provide training on how to use the Provider Web Portal. Go to the OHP Training Page for information on current trainings and self-study resources.

What to do before calling PSU

• Review the resources available on the OHP Tools for Providers page to see if existing resources can answer your questions.
• Review DMAP’s Provider Contacts List to make sure you are calling the right number for your question.
• If you identify an error or unexpected denial on your paper Remittance Advice or 835 transaction from DHS, research the problem from your end. Many of the calls DMAP receives about denied claims can be resolved in your billing office (such as coding or modifier errors, wrong claim form or wrong billing provider number).
• Review how to read the paper remittance advice. This page also provides information about other ways you can obtain claim status information.
• Review DMAP’s common billing errors and how to resolve them. Go to the DMAP Billing Tips page at www.oregon.gov/OHA/healthplan/tools_prov/tips/main.shtml (click on “Common FFS Billing Errors”).