Automated and AI-generated Calls

OHCA has seen an increase in automated and AI-generated calls to our provider helplines. These systems cannot effectively interact with helpline staff and are contributing to delays for providers seeking live assistance.

To reduce waiting times and ensure timely support, OHCA asks that helpline phone numbers not be used in automated or AI-driven calling systems. Automated or AI-generated calls may be disconnected so we can support live callers.

Eligibility verification, covered services, claims and prior authorization information are still available through the secure provider portal.

Call Backs

The dental team is committed to returning all calls within 24 hours and, in most cases, the same day. In some instances, the dental team experiences long hold times, dropped calls, and full or unavailable voicemail when returning calls. To ensure the fastest service, please provide the best return call number and prioritize availability to the extent possible. Additionally, if you do not hear back from us within 24 hours, please call back. You may also reach out to the team via email at DentalServices@okhca.org.

Member Eligibility

Please be sure to check member eligibility before rendering services.

Sedation Fees

Sedation fees are currently under review. Please follow Global Messages and Provider Letters for upcoming information. You may also sign up for web alerts for Global Messages. Provider letters are emailed to impacted provider types at the email address on file with OHCA.

The State of Oklahoma is transitioning its electronic visit verification (EVV) system from Fiserv’s Authenticare to Acumen’s Direct Care Innovations (DCI). This transition is designed to improve system reliability and usability while ensuring service continuity.

If you would like to learn more about the EVV system transition, you're invited to join us for a town hall at 2 p.m., March 18. Registration is required. OHCA will email Zoom access information to registered participants before the event.

• A demonstration of worker EVV clock‑in and clock‑out methods within the DCI system.
• A demonstration of how time entries are approved, rejected or set to pending review.
• Key information provider agencies should be aware of as the transition approaches.
• An onboarding and LMS overview for agencies servicing the health plans presented by HHAX (HHAeXchange). 
• An opportunity to submit questions during a live Q&A with state EVV staff, the Acumen team and HHAX (HHAeXchange).

All entities involved in EVV compliance and oversight, including provider agency leaders, workers and case managers, are encouraged to attend the town hall. 

Town hall participation is strongly encouraged to support compliance with EVV requirements and readiness for the system transition. Questions related to this communication may be directed to EVV@okhca.org.

Additional communications will be shared in the coming months with important details about the transition timeline, training and available support resources. Provider agency leadership, case managers and individuals with EVV oversight responsibilities should review these updates as they are released to support organizational readiness and coordinated implementation.

Provider Files

Please update your OHCA provider files to ensure all details, including new or missing locations and group member assignments, are accurate. If your update impacts services under SoonerSelect partners, email your Application Tracking Number (ATN), received upon submitting your update on the OHCA provider portal, to ProviderEnrollment@okhca.org with "SoonerSelect update" and your ATN in the subject line.

Renewal Processing

Due to the high volume of renewals, processing is taking longer than usual. OHCA published a global message on Feb. 2, informing providers that renewals have been extended to April 30, 2026. This will allow processing time to ensure that providers are not affected.

Please ensure your contact information, including email address, is up to date for all individual and facility/group provider files so you receive important contract information.

Provider Renewals

On March 15, the Behavioral Health Practitioner Under Supervision contracts will open for renewal. They have an expiration date of May 31, 2026.

For the following provider types, 75-day renewals started Jan. 15, and contracts expire March 31, 2026:

• Ambulance services
• Audiologist
• Dietitian
• Occupational therapist
• Physical therapist
• Podiatrist
• Speech pathologist

For the following provider types, 75-day renewals start March 15, and contracts expire May 31, 2026:

• Behavioral health practitioner under supervision

In 2024, over 550 Oklahomans died due to an unintentional opioid overdose. According to the Centers for Disease Control and Prevention (CDC) opioid overdose dashboard, almost 50% of the nearly 1,200 overdose deaths in Oklahoma involved at least one opioid, including those both legally and illegally obtained. Recent national data shows more than 44% of opioid overdose deaths were in the presence of a bystander, meaning lives could have been saved if people nearby had administered naloxone or Opvee^® (nalmefene).

Knowing when to offer an opioid reversal agent to patients is a critical first step in helping people obtain naloxone or Opvee (nalmefene). According to the CDC, only one naloxone prescription is dispensed for every 70 high-dose opioid prescriptions. SoonerCare covers Naloxone and Opvee (nalmefene) without prior authorization. They do not count toward the member’s monthly prescription limit and have a $0 copay. Naloxone is also available for free by mail at OK I'm Ready and at naloxone vending machines in Tulsa, including but not limited to police and fire stations. If you have questions about medication coverage, please call the Pharmacy Help Desk associated with your member’s health plan.

Supporters of Families with Sickle Cell Disease is hosting a webinar for providers who care for SoonerCare members with sickle cell disease. You'll learn how integrated care and social support transform sickle cell care from crisis survival to stability and dignity. The webinar features Velvet Brown-Watts, CEO and founder of Supporters of Families with Sickle Cell Disease. Join the webinar at 6:30 p.m., Thursday, March 26.