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Access Call Center

Our Access Call center team is available 24 hours a day, 7 days a week, and 365 days a year. If you are a member or caregiver who wishes to start receiving services, you can call us anytime. If you are having a crisis, have questions about coverage, or need help finding a provider, call our team to get help.

24-hour Access/crisis line:
1-800-939-5911

How to contact
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Care Coordination

Working directly with members and their families to coordinate treatment needs and partnering with providers of youth services and other community stakeholders, the Care Coordination team is at the core of our mission. These individuals help identify and secure housing and treatment for children, their families, and adults, all living with unique needs.

How to contact

Clinical Operations

With oversight of all clinical utilization, our Clinical Operations team designs organizational strategies based on utilization patterns and trends to improve outcomes for our members. This team is also responsible for providing prior approval for services, eligibility and enrollment, appeals and denials, data analytics, and follow-up after inpatient admissions.

To contact our Clinical Operations department, email:
clinicalsupport@cardinalinnovations.org

For inquiries related to I/DD service utilization, you may email:
DD-UM@cardinalinnovations.org

For inquiries related to mental health or substance use disorder service utilization, you may email: utilizationm@cardinalinnovations.org

How to contact
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Community Engagement

Community Engagement teams engage key community partners through outreach, education, and training to promote awareness of the special populations we serve, and their unique needs. If you are a community advocate and you are interested in raising awareness for special populations, speak to our Community Engagement team.

How to contact
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Community Relations

These regional teams serve as the primary representative of our organization in the communities we serve. These teams work with our community advisory boards, county leaders, elected officials, and key community stakeholders to ensure we are engaged with and responsive to our communities.

Alamance-Caswell Community Office:
1-336-513-4222

Five County Community Office:
1-252-430-1330

OPC Community Office:
1-919-913-4000

Piedmont Community Office:
1-704-939-7590

Triad Community Office:
1-336-714-9100
How to contact
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Cultural Competence

The Cultural Competence team designs and implements policies, programs, education, and training, both internally and externally, to ensure that our members have access to culturally competent and safe care. If you are a network provider learning to communicate effectively in cross-cultural situations, speak to our Cultural Competence team.

How to contact

Finance

Our finance teams oversee all financial operations of the organization, including budgeting, accounts payable and receivable, financial reporting, payroll, and reimbursement rates.

Medical Department

Our Medical Department supports our network of providers by designing clinical initiatives and clinical practice guidelines, as well as developing continuing education programs for Cardinal Innovations’ teams and clinical and medical oversight to our business operations.

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Member Engagement

The Member Engagement​ team works out of the Community Office​s and assists individuals with navigating the public health care system for intellectual and developmental disabilities, mental health, and substance use disorder services. They provide education for members and families on IDD/MH/SUD health topics.
 
If you are a member or caregiver and need information about making the most of our services, supports, and resources, speak to our Member Engagement team.

Alamance-Caswell Community Office:
1-336-513-4222

Five County Community Office:
1-252-430-1330

OPC Community Office:
1-919-913-4000

Piedmont Community Office:
1-704-939-7590

Triad Community Office:
1-336-714-9100

Email:
memberquestions@cardinalinnovations.org

Member Engagement staff directory
How to contact
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Network Management

Our team of Network Specialists support our network of providers to comply with and maintain network status. Each contracted provider is assigned a Network Specialist for support with application and enrollment, credentialing, re-credentialing, and termination.

Assigned Network Specialist list

Network Management email:
networkmgt@cardinalinnovations.org

Provider Direct help or technical assistance:
1-704-939-7773

If you do not have an assigned Network Specialist:
1-800-958-5596.
How to contact
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Service Center

Our Service Center team focuses on customer service to our contracted providers for claims processing, payments, and provider enrollment and contracting. If you are a provider and have questions about payments and claims, contact our Service Center team.

Claims and billing assistance:
1-980-938-4005

Find more provider resources

How to contact

Quality Management

Our Quality Management (QM) team makes sure the quality of care provided to our members meets or exceeds federal and state standards and regulations. The QM team oversees all internal and external quality improvement activities, including Cardinal Innovations’ National Committee for Quality Assurance (NCQA) accreditation. Our member, provider and stakeholder grievance process is also managed by our QM team.

QMemail@cardinalinnovations.org

Quality Management account listing

You can express your concerns about Cardinal Innovations, our team members, or the care we provide via our toll-free line at 1-888-213-9687.
How to contact
leadership

Learn about the team guiding our unique managed care organization.

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