KEPRO to Provide Additional Call Center Services to TennCare

05:18 EDT 9 Aug 2017 | PR Newswire

HARRISBURG, Pa., Aug. 9, 2017 /PRNewswire/ -- KEPRO announced today that the Division of TennCare, the state of Tennessee's Medicaid program, has awarded the contract for the management of its toll-free call center to support TennCare members to KEPRO.

KEPRO will manage the toll-free call center that allows TennCare's members to file medical issues or appeals by phone. The call center currently receives an average of 2,500 calls per week.

"For the past decade, KEPRO has had the honor of supporting TennCare and its members through appeals management," said KEPRO President and CEO Joseph A. Dougher. "We look forward to not only continuing our partnership, but expanding our services to ensure all TennCare members receive the right care at the right time."

Since 2007, KEPRO has supported the TennCare program through medical necessity, clinical contraindication and hardship reviews, providing medical testimony at fair hearings, in addition to various quality improvement initiatives through audits and analytical analysis. KEPRO also provides training on medical and eligibility appeals processing, as well as onsite IT support. 

KEPRO's management of the toll-free call center will include requests for medical (including physical health and behavioral health) or pharmacy services, reimbursement, billing relief, and health plan changes, as well as requests for reconsideration of adverse actions, including denials, delays, reductions, suspensions, and termination of coverage.

KEPRO will begin managing the call center on September 1. 

To learn more about the services and solutions KEPRO offers, visit

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Media Contact: Jamie Kopko, Director of Corporate Communications,, 717.564.8288 x7076

About TennCare

TennCare is the state of Tennessee's Medicaid program which provides health insurance to approximately 1.5 million low-income Tennesseans including pregnant women, children, caretaker relatives of dependent children and older adults and adults with physical disabilities. With a satisfaction rating above 90 percent since 2009 TennCare provides health insurance through the use of managed care.   

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