10/03/2024

Livanta Medicare BFCC-QIO Updates

Livanta has several important updates for the provider community and others who rely on Livanta’s services as a Medicare Beneficiary and Family Centered Care -Quality Improvement Organization (BFCC-QIO). These updates pertain to changes in Livanta’s contact information, including a new BFCC-QIO mailing address and instructions for Helpline callers who use teletype (TTY) machines. 

Please note: Providers must update certain Medicare notices any time there are changes to the BFCC-QIO’s contact information. 

This bulletin includes important changes that providers must change on the Important Message from Medicare (IM), the Notice of Medicare Noncoverage (NOMNC), and other locations or files. Please be sure to review this Provider Bulletin in its entirety and update your organization’s Medicare notices and policies accordingly. 

Section 1: New: Contact Information

• New BFCC-QIO Mailing Address
• New TTY Phone Number 

Section 2: Reminders

• Medicare’s Beneficiary Notices Initiative
• Livanta’s BFCC-QIO Website Self-Service Functions
• Livanta’s BFCC-QIO Website URL
• Connect, Request, and Subscribe to Stay in Touch with Livanta

Livanta remains committed to delivering high-quality customer service to the provider community. Please be sure to share this information with others in your organization.

Section 1: New Contact Information 

New BFCC-QIO Mailing Address

Effective October 7, 2024, Livanta’s mailing address for BFCC-QIO correspondence is changing. Please note the following new address for U.S. postal mail: 

BFCC-QIO Program
Livanta LLC
P.O. Box 2687
Virginia Beach, Virginia 23450 

Reminder: As of October 1, 2020, Medicare-certified healthcare providers are required to transmit medical records electronically to the BFCC-QIO. Providers may use any approved method, including Direct Secure Messaging (DSM) and Livanta’s electronic file transfer system (e-LiFT). For more information, please click here.

New TTY Phone Number 

Livanta recently adopted the 7-1-1 Relay Services support system that helps persons with hearing or speech disabilities to make telephone calls. As a result of this change, providers should update their Medicare beneficiary notices with 7-1-1 Relay for TTY users. 

Individuals with hearing or speech disabilities can reach Livanta by teletypewriter (TTY) machines by dialing 7-1-1. Once the caller is connected to the 7-1-1 relay service, a relay assistant helps facilitate communication between the caller and the desired call recipient. For people who use TTY machines, the 7-1-1 relay system is a bridge to inclusive, accessible communication that is fast, functional, and a free service.  

Table 1: Livanta's BFCC-QIO Medicare Helpline Numbers

Section 2: Reminders 

Medicare’s Beneficiary Notices Initiative 

The Center for Medicare & Medicaid Services (CMS) requires providers to stay up to date on changes in Medicare’ patient notices. Please remember to check the Beneficiary Notices Initiative (BNI) website regularly for changes or updates to these critical forms. 

Providers are required to insert the BFCC-QIO’s name, toll-free phone number, and TTY phone number into certain Medicare notices. For example, the BFCC-QIO contact information must be inserted into the Important Message from Medicare (IM), the Notice of Medicare Non-Coverage (NOMNC), and other patient notices. These notices explain the Medicare beneficiary’s rights to appeal and file a complaint with the BFCC-QIO. Learn more by clicking here. 

Livanta’s BFCC-QIO Website Self-Service Functions 

Livanta’s BFCC-QIO website is home to multiple self-service functions for providers and beneficiaries. These functions are described below.

1. e-Appeal is Livanta’s newest addition to its BFCC-QIO website. This functionality allows patients and patient representatives to initiate an appeal online without placing a phone call to Livanta’s Medicare helpline. e-Appeal is a secure system and is the fastest way to begin an appeal. https://www.LivantaQIO.cms.gov/en/appeal-initiation
2. e-LiFT is Livanta’s online medical record upload solution. This service enables the instant upload of medical records to Livanta. e-LiFT is fast, secure, and meets or exceeds all applicable security and privacy requirements. The e-LiFT functionality is available for providers and beneficiaries. https://www.LivantaQIO.cms.gov/en/provider-portal
3. e-MOA allows healthcare providers such as hospitals, hospices, home health agencies, skilled nursing facilities, and comprehensive outpatient rehabilitation facilities to sign a new memorandum of agreement (MOA) online or update their MOA points of contact. Executing an MOA with the BFCC-QIO is a requirement in the Code of Federal Regulations. https://www.LivantaQIO.cms.gov/en/Provider/MOA
4. Arrow Case Tracking can be used to track the status of an appeal through Livanta’s BFCC-QIO website. Arrow does not require login or passwords. Only the Livanta case number is needed to view the current status of an appeal case. No patient information is displayed when using Arrow. This functionality is available for providers and beneficiaries. https://www.LivantaQIO.cms.gov/en/case_lookup
5. Hospital Physician Attestation is an annual process where acute care facilities are required to send Livanta a list of physicians approved to admit patients. Providers must use the spreadsheet downloaded directly from Livanta’s BFCC-QIO website. https://www.LivantaQIO.cms.gov/en/Provider/Physician

Livanta’s BFCC-QIO Website URL 

Last fall, Livanta’s BFCC-QIO website transitioned to the CMS.gov domain. For a period of time, website users who visited Livanta’s previous website were

automatically redirected to the new dot gov domain. Going forward, this auto-redirect will end. Please bookmark the new URL, www.LivantaQIO.cms.gov to stay up to date with Livanta.

Connect, Request, and Subscribe

Connect with Livanta and be sure to subscribe to our publications to remain up to date on news and information regarding the BFCC-QIO Program. 

Connect with us on LinkedIn by clicking here. 

Request provider education for case review and claims review activities. To learn more or schedule a training session, please email Communications@Livanta.com. 

Subscribe to the publications below by clicking here. 

• Livanta’s provider bulletins
• The Livanta Compass, an award-winning, Medicare-focused digital magazine published by Livanta

Livanta Claims Review Advisor, a monthly journal of best practices and supplemental education on Short Stay Reviews and Higher Weighted DRG Reviews