Section 991.2161 - Internal grievance process(a) A managed care plan shall establish and maintain an internal grievance process with two levels of review and an expedited internal grievance process by which an enrollee or a health care provider, with the written consent of the enrollee, shall be able to file a written grievance regarding the denial of payment for a health care service. An enrollee who consents to the filing of a grievance by a health care provider under this section may not file a separate grievance.(b) The internal grievance process shall consist of an initial review that includes all of the following: (1) A review by one or more persons selected by the managed care plan who did not previously participate in the decision to deny payment for the health care service.(2) The completion of the review within thirty (30) days of receipt of the grievance.(3) A written notification to the enrollee and health care provider regarding the decision within five (5) business days of the decision. The notice shall include the basis and clinical rationale for the decision and the procedure to file a request for a second level review of the decision.(c) The grievance process shall include a second level review that includes all of the following:(1) A review of the decision issued pursuant to subsection (b) by a second level review committee consisting of three or more persons who did not previously participate in any decision to deny payment for the health care service.(2) A written notification to the enrollee or the health care provider of the right to appear before the second level review committee.(3) The completion of the second level review within forty-five (45) days of receipt of a request for such review.(4) A written notification to the enrollee and health care provider regarding the decision of the second level review committee within five (5) business days of the decision. The notice shall include the basis and clinical rationale for the decision and the procedure for appealing the decision.(d) Any initial review or second level review conducted under this section shall include a licensed physician, or, where appropriate, an approved licensed psychologist, in the same or similar specialty that typically manages or consults on the health care service.(e) Should the enrollee's life, health or ability to regain maximum function be in jeopardy, an expedited internal grievance process shall be available, which shall include a requirement that a decision with appropriate notification to the enrollee and health care provider be made within forty-eight (48) hours of the filing of the expedited grievance.1921, May 17, P.L. 682, No. 284, § 2161, added 1998, June 17, P.L. 464, No. 68, § 1, effective 1/1/1999.