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Announcement New Brain Injury Services Case Management Service Begins on January 1, 2024

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Effective Date:

Case Management Services Providers; Managed Care Organizations Participating in Virginia Medicaid
Cheryl J. Roberts, Director Department of Medical Assistance Services (DMAS)

The purpose of this bulletin is to notify providers, individuals, and families of resources and trainings available to assist Medicaid members with accessing the Department of Medical Assistance Services’ (DMAS’) new case management service for individuals with severe traumatic brain injury. This new service will be delivered by the DMAS contracted Managed Care Organizations and also available in the fee for service delivery systems.

Brain Injury Services Case Management is designed to provide service coordination and person-centered planning with members who have sustained a traumatic brain injury.  Brain Injury Case Management Services are defined in the provider manual supplement posted in the MES Provider Manual Library HERE

Provider enrollment began on August 1, 2023, and prospective providers can continue to submit enrollment applications to the Medicaid Enterprise Solutions (MES) provider enrollment portal.  For more information on how to enroll as a provider please refer to the MES portal HERE

Brain Injury Services - Training Resources Currently Available:

Provider Services Solution (PRSS) Enrollment Process

MPAI-4 Training Resources

View and download the Mayo-Portland Adaptability Inventory (MPAI-4) and related training resources: Training Session 1 on June 20, 2023, and Training Session 2 on June 27, 2023.

BIS TCM Program Policy Training for Providers

Managed Care and Care Management Training

Fact Sheets and Timeline

Doing Business with MCO’s for BIS: 

Many Providers or Prospective Providers for BIS TCM have never contracted with a Medicaid Managed Care Organization before. This reference material helps providers gain an understanding of contracting and work with MCO’s and can be found at In addition the material provides MCO contact points to resolve member care coordination needs, network enrollment and billing concerns.

Future Trainings starting in 2024: 

DMAS will send flyers and emails to the training audience which will list specific dates and times for the upcoming trainings. Future trainings will also be posted to this site: 

Future trainings will include:

  • Brain Injury Services Targeted Case Management Orientation 

    An introduction to the BIS benefit for Hospitals, Nursing and Rehabilitation Facilities, Behavioral Health and Developmental Disabilities Providers, Personal Care and Home Health Agencies, and MCO’s. 

  • Introduction to Brain Injury Services Targeted Case Management 

Webinar for individuals and families in collaboration with Brain Injury Association of Virginia

  • Mayo-Portland Adaptability Inventory (MPAI-4)  -Training on administering the MPAI-4 for Providers 


Virginia Medicaid Web Portal Automated Response System (ARS)

Member eligibility, claims status, payment status, service limits, service authorization status, and remittance advice.

Medicall (Audio Response System)

Member eligibility, claims status, payment status, service limits, service authorization status, and remittance advice.

1-800-884-9730 or 1-800-772-9996

Acentra Health 

Service authorization information for fee-for-service members.

Provider Appeals

DMAS launched an appeals portal in 2021. You can use this portal to file appeals and track the status of your appeals. Visit the website listed for appeal resources and to register for the portal.

Managed Care Programs

Cardinal Care Managed Care and Program of All-Inclusive Care for the Elderly (PACE).   In order to be reimbursed for services provided to a managed care enrolled individual, providers must follow their respective contract with the managed care plan/PACE provider.  The managed care plan may utilize different guidelines than those described for Medicaid fee-for-service individuals.

Cardinal Care Managed Care…


Acentra Health 

Behavioral Health Services

Provider Enrollment

In-State: 804-270-5105

Out of State Toll Free: 888-829-5373



Monday–Friday 8:00 a.m.-5:00 p.m.  For provider use only, have Medicaid Provider ID Number available.



Aetna Better Health of Virginia



Anthem HealthKeepers Plus



Molina Complete Care




Sentara Family Care 



Optima Health

Optima Health 1-844-512-3172

United Healthcare



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