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Oregon Health Authority

Quality Assurance Material Submission and Review

Material Submission and Review

Managed Care Entities (MCEs) must submit member notices, informational and educational materials, and marketing materials to OHA for review and approval by the Quality Assurance & Contract Oversight unit prior to use and distribution to members. This requirement is outlined in:

  • Exhibit B, Pt 3, Sec 4
  • OAR 410-141-3575, 410-141-3580, 410-141-3585
  • 42 CFR 438.10

Member Material Review Timelines

  • Regular submissions are reviewed withint 45 days. 
  • Expedited submission are reviewed withtin 15 days. Criteria: Urgent needs that affect members, such as changes to provider networks.
  • Emergency submissions are reviewed within 4 days. Criteria: Public health emergencies such as wildfires, floods, or any emergent needs. 

Submission Guidance

Please note: All member materials, regardless of submission status, must comply with OAR, ORS, CFR, and Contract requirements.

Submission Needed: 

  • Mass text messages and emails
  • Robocall scripts
  • Video scripts
  • Letters to members
  • Member postcards, self-mailers, handouts, and flyers
  • Member guides, handbooks
  • Marketing or advertising intended for members/potential members, like bus wraps, billboards, graphics.
  • Community Advisory Council (CAC) application and recruitment flyer/email
  • Other materials intended for OHP members or potential members.

No Submission Needed:

  • Internal operations documents, such as talking points or process steps, unless specified in Contract.
  • General reference documents that the CCO (or its subcontractor) did not create, like a CMS guide to Medicare or pamphlet from the American Heart Association.
  • Newsletters, news articles, and blog posts unrelated to OHP benefits or changes, such as wellness tips.
  • Other general documents or general messaging not explicitly intended for an Oregon Health Plan (OHP) audience.
  • Social media messaging and graphics that are not marketing or advertisements.
  • Subcontractor materials, unless specifically requested by OHA. CCOs are responsible for reviewing versions of materials and ensuring all requirements are met. Example: Dental plan newsletter.

Attestation Needed (File and Use):

  • Newsletters, news articles, blog posts related to OHP benefits or changes.
  • Major changes to member portals or member landing pages. Please include screenshots in submission.
  • Public emergency documents, like wildfire health and safety information.
  • Materials that utilize CMS templates for Medicare-Medicaid Duals. Please note: Language Access information must be added to the document before you submit.

Checklist for OHP Member Materials

Please refer to the Checklist for OHP member materials. 

​Readability of member documents should be Grade 6 on the Flesch-Kincaid Grade Level scale.

  • Grade range: 6.0 to 6.9
  • Preferred scoring method: Microsoft Word readability analysis

Learn more about what we exclude during readability reviews in the Readability Scoring Guide

Tips for reducing readability scores
✓ Use active voice.
✓ Talk about one idea per sentence.
✓ Use short words and short sentences.
✓ Avoid jargon and acronyms.
✓ Add punctuation to lists and headlines.

Word choice tools:

Plain language references and training:


​All Oregon Health Plan member materials must include Language Access Statements, also known as taglines, in all prevalent languages. "Prevalent, non-English language" is defined in OAR 410-141-3575 (1) (h) as the lesser of 5% of the MCE's total enrollment or 1,000 members.
  • Per Section 1557 of the Affordable Care Act some member materials must include language access statements in Oregon's Top 15 prevalent non-English languages. For the list of these materials, please see 45 CFR § 92.11. For materials not on this list, language access statements must be in English and all prevalent non-English languages in the CCO service area. 
  • OHA uses the Monthly Medicaid Population Report  to determine which languages fall into the Top 15 list. 
Taglines must be included within the body of a notice and include:
  • Help is free
  • Other languages and formats are available
  • Interpreters are available
  • Customer service number
  • TTY number
  • Be in 18 pt font size

Resource: Translated language access statement / tagline examples are available for use in Oregon Health Plan materials.  


  • ​​Minimum font size for member materials: 12 point for regular text, 18 point for large text. Language Access Statements must be in at least 18 point. This requirement applies to all text, including headers, footers, and graphics.
  • Preferred font type: Sans serif standard typeface, including Arial, Verdana, and Tahoma. Condensed font is not preferred because narrow setwidths are difficult to read.
  • Color: The color contrast ratio must be at least 4.5:1 for regular text and 3:1 for large text. Check your font colors with WebAIM Contrast Checker.
  • URLs and QR codes are correct.
  • Hyperlinks are working.

​CCOs should ensure their member materials have CCO branding and contact information. In addition, subcontractor materials must be co-branded with the CCO. 

​The content should be accurate and reflect the most current information available. Please ensure materials are reviewed against CFR, OARs, and contract information. ​


How to Submit Materials for Review 

OHA uses a PowerApps site to track documents and issue approvals
To request permission for a new employee:
Please use the Account Requests form


Please call the DHS-OHA Service Desk at 503-945-5623 for help with password issues and login errors. HSD Quality Assurance staff cannot reset your password.

Marketing Materials

Marketing material by CCOs and their subcontractors (including providers or provider groups) is subject to review and approval by the Oregon /Health Authority (OHA). 
Materials subject to review:
  • They are intended to compel or entice a cleint's enrollment in a CCO, 
  • The client is not a member of the CCO, and
  • The provider is an employee, network provider, agent, or contractor of the CCO.
Examples:
If a CCO or provider uses these phrases in material to clients not enrolled in the CCO, OHA would need to approve the material. 
  • “Choose CCO Y so you can get your care with Provider X."
  • “Provider X will continue to provide you care if you select CCO Y."
  • “OHP members must select CCO Y to be able to see Provider X."

Permitted communications

State rules permit communications to create name recognition; and to express participation in or support for a CCO by the CCO's subcontractors or founding organizations, as long as they do not attempt to attract, urge, pressure, or otherwise entice or compel a member to enroll in a CCO.

Examples:

  • “Provider X is contracted with CCO Y."
  • “CCO Y members may choose Provider X as their Primary Care Provider/Home."
  • “Provider X looks forward to serving CCO Y members" or “CCO Y and Provider X look forward to serving Oregon Health Plan members."


Frequently Asked Questions

Please see the entries below for answers to our most frequently asked questions.

If you have a question that is not listed below, please contact CCOEngagementTeam@oha.oregon.gov.