Pg 2 ....... Leadership
Pg 3 ....... Prepare Your Practice For the New Year!
Pg 4 ....... Safeguarding Protected Health Information (PHI)
Pg 7 ....... Verify Your Oce Information & Online Enrollment
Volume 10, Q1 Spring 2024
LIBERTY DENTAL PLAN QUARTERLY
Provider News
Medicaid HMO & Marketplace HMO, Medicare
,
Marketplace, Medicaid & Commercial HMO, EPO, PPO
& POS LIBERTY Dental Plan is accredited for all lines
of business by:
Exp. 07/01/2025
LIBERTY Dental Plan Corporation
Medicare, Medicaid & Exchange
If you have comments or questions
contact us at:
1730 Flight Way, Suite 125, Tustin, CA 92782
libertydentalplan.com
California: 800.268.9012/Fax 800.268.0154
Florida: 800.352.7924/Fax 888.334.6034
Nevada: 888.700.0643/Fax 888.401.1129
New Jersey: 833.276.0854
New York: 833.276.0853
All other states: 888.352.7924/Fax 888.401.1129
President, Chief Executive Ofcer
Tom Choate
Chief Dental Ofcer
Rosa (Rosie) Roldan, DMD, MD
National Clinical Leadership
Cherag Sarkari, DDS, MDS, National Dental
Director of Quality Improvement & Clinical
Innovation
State Markets
Heather Stearns, President, State Markets
Bre Stark, VP, State Markets – West Coast
Lisa Gifford, VP, State Markets - Central
Senior VP, Network Management and Performance
Marc Couch
California Leadership
Justin Bottger, Director, Provider Relations
Gisel Simington, Manager, Provider Relations
Florida Leadership
Alexis Arguello, Director, Provider Relations
Kristin Snyder, Director, Account Management
Mayra Cardenas, Manager, Provider Relations
Nevada Leadership
Afshin Arian, DDS, Dental Director
Tricia Schares, Director, Provider Relations
Oklahoma Leadership
Leta Langford, DDS, Dental Director
Michelle Eubanks, Director, Provider Relations
Nicole Nantois, Compliance Oicer, Cental
Region Account Management
Northeast Leadership
Anne Weeks, President, Northeast Region
Harrison N. Rubinstein, DDS, Dental Director NJ
Nicole Mosca, AVP, Provider Relations
Jeanette Sierra, Manager, Provider Relations (NY)
Caroline Kautz, Manager, Provider Relations (NJ)
National Provider Relations Team
Phil Foti, AVP, Network Strategy & Development
Ignacio Quiaro Von Thun, Director, Provider Relations
David Hotchkiss, Director, Provider Relations
Brittany Davis Rogers, Director, Provider Relations
Leadership
VOLUME 10, Q1 | Spring 2024 pg 2
NCQA has reviewed & accredited LIBERTY’s Credentialing
& Utilization Management functions only. For complete
details on the scope of this review, visit www.ncqa.org
LIBERTY Announces New CEO
Tom Choate joined LIBERTY earlier this year as the new President and CEO of the
company. In September 2023, Choate joined LIBERTY’s Board of Directors and brings
decades of leadership experience in healthcare, including more than 25 years as a
senior executive at UnitedHealth Group in a variety of leadership roles focused on
delivering high-quality, affordable, long-term solutions to meet the needs of a range
of customers. He most recently served as a Senior Vice President, leading strategic
initiatives for the commercial OPTUM pharmacy division.
“I am delighted to take on the helm as LIBERTY’s President and CEO and am
looking forward to working with our highly experienced leadership team to deliver
comprehensive high-quality dental services for the Medicare, Medicaid, and other
healthcare programs,” said Choate.
Read the full Press Release by clicking here.
I am committed to remaining a trusted partner for our
customers and members and am confident we will
continue to expand our exceptional offerings and
services to even more members around the country.
— Tom Choate | President and CEO
“
“
VOLUME 10, Q1 | Spring 2024 pg 3
Provider Retention
The fear of visiting the dentist is recognized universally. This may be driven by a bad
prior experience, the pain, or irritable noise stemming from the drills. Hence it is critical
to focus on the customer experience.
Every year, a dental Consumer Assessment of Healthcare Providers & Systems (CAHPS)
survey is administered to our members and the results is a reminder of how important
it is to provide superior customer service. Beginning with the rst interaction of getting
their appointment scheduled, setting the appropriate tone when welcoming them to
their appointment, and establishing a relationship with the patient once they get in
the chair. The key to success is setting an expectation and delivering on an experience
to exceed the expectation.
This can be accomplished using these simple tips:
Active Listening
In order to identify and understand any concerns or reservations your patient
might have, you must actively listen. Provide immediate attention to the
conversation that you are having and minimize as much distraction as possible.
Empathize
Recognize and afrm a member’s feelings by expressing how much you
understand and are eager to help.
Simplify
When explaining treatment plans, simplify your explanation as much
as possible to ensure that they understand what is being
communicated. Be transparent about what could or could not
happen so that they are mentally and emotionally prepared for
treatment and are condent in their decision making.
Thank you for being a valued partner.
Your commitment to providing quality
service is greatly appreciated!
VOLUME 10, Q1 | Spring 2024 pg 4
LIBERTY Offers Providers Free Interpretation Services
in 150 Languages
Need an interpreter? Now you can call LIBERTY’s Provider Member Service
Department to schedule an onsite interpreter. NOTE: You must call LIBERTY at least
1 week in advance of the member’s appointment to ensure interpreter availability. For
American Sign Language interpreters, we recommend calling us at least 2 weeks prior
to the appointment to ensure interpreter availability.
Helpful tips when working with American Sign Language Interpreters:
• Be sure that there is proper lighting so the interpreter can easily see the patient
for effective communication
• Maintain eye contact and speak directly to the patient. Since the patient will be
looking at the interpreter while you are speaking, it is useful for the interpreter to
sit or stand near you
• In order to have a more accurate interpretation, allow enough time for the
interpreter to convey the full message. Wait for a response before resuming
the conversation
• Clarify any unique vocabulary such as acronyms and technical terms.
We recommend using short, simple sentences
• Avoid asking the interpreter for opinions or comments about the content of
the meeting or information about the patient. Interpreters follow a code of
ethics that requires impartiality and condentiality with all assignment related
information. Do not assume that the interpreter has prior knowledge of
the patient or will be interpreting future appointments
• Be aware that sign language interpreting is
physically and cognitively demanding.
Assignments of an hour or more in
length that are technical or non-stop
may require occasional breaks
California: (800) 268-9012
Florida: (833) 276-0851
Nevada: (888) 700-06443
Oklahoma: (888) 700-1093
National: (888) 352-7924
VOLUME 10, Q1 | Spring 2024 pg 5
Dental Records Availability
LIBERTY would like to remind our contracted dentists of the importance, and
contractual obligation, of making copies of all member records to the Plan available
upon request. Copies of all member records must be provided to LIBERTY within 3
business days of issuance of a notice letter. LIBERTY ensures that all records obtained
are handled only by authorized staff.
LIBERTY may request dental records for the following:
• Routine chart review
• Grievance resolutions
• Appeal resolutions
• Second opinions
• State/federal compliance
To assist a member in understanding recommended treatment and co-payments
It is important to note that all members have the right to le a grievance, appeal, or
second opinion. It is LIBERTY’s responsibility to provide a response to that member’s
concerns. For the Plan to complete an unbiased review, we need to request a copy of
the member’s full dental records. As a LIBERTY contracted dentist, you have agreed to
cooperate with the Quality Management Department, including providing copies of
full member records to the Plan at no cost and within the allotted time frame. Failure
to respond and provide all requested member records to the Plan in a timely manner
will result in disciplinary actions, including but not limited to, monetary compensation
in favor of the member, transfer of enrollment, closure to new enrollment or in cases of
continued non-compliance, and/or termination by the Plan.
Member Dental Records
LIBERTY contracted providers are required, and contractually obligated, to maintain
member dental records in compliance with applicable state and federal regulations.
Copies of complete member dental records for active and/or inactive patients must
be accessible for a minimum of 10 years, even if the facility is under new ownership
or is no longer under contract. Providers must have condentiality policies to ensure
privacy and security provisions according to the Health Insurance Portability and
Accountability Act (HIPAA). All dental records must be comprehensive, organized, and
legible. All paper entries must be completed in ink, signed, and dated by the treating
dentist or other licensed health care professional who performed services. The names
and amounts of all local anesthetics must be documented. All appropriate informed
consent documentation that is signed and dated by the member for the specic
treatment plan accepted must be included.
VOLUME 10, Q1 | Spring 2024 pg 6
Dental Advisory Committee (DAC) Recruitment
Calling All Interested Providers!
LIBERTY is seeking providers to participate on the company’s Dental Advisory
Committee (DAC). The DAC allows LIBERTY’s key personnel to obtain valuable
feedback and recommendations directly from our contracted provider network. This
is your opportunity to interact with LIBERTY’s staff and effectuate the development of
program policies and initiatives as well as gain transparency into the Plan’s operations.
If you are interested in joining LIBERTY’s DAC, or if you have any questions about
the application process, please contact the Quality Management Department at
[email protected]. LIBERTY appreciates your participation and values our
partnership and our mutual goal to provide your patients and our members the
highest quality oral health care. We look forward to hearing from you!
Latest LIBERTY Provider Resource Library
For more information and direct access to provider materials, head to our website by
clicking here or visit: libertydentalplan.com/Providers/Provider-Resource-Library.aspx
Materials found on LIBERTY’s site include:
• Provider Portal
• Directory Information Verication (DIV): Update your provider directory
information via our online portal and stop validation calls to your ofce
• Provider Compliance Training (required annually):
Training and Attestation materials available
• COVID Resources
• Code of Conduct
• Member Materials (Community Smiles)
For additional support, contact your assigned Provider Relations
Network Manager or call us at (888) 352-7924
Mon - Fri 5am-5pm PT.
VOLUME 10, Q1 | Spring 2024 pg 7
Provider Satisfaction Survey – Your Voice Matters!
Thank you LIBERTY providers for your participation in the 2023 Provider Satisfaction
Survey. Your commitment and expertise have contributed significantly to our collective
success in improving healthcare excellence!
We invite you once again to be a vital part of our ongoing journey by participating
later this year in our 2024 Provider Satisfaction Survey.
As a contracted provider, LIBERTY takes your collective feedback from the survey to
help us create a better dental care experience by:
• Understanding your needs and those of participating ofces;
• Identifying areas where we can improve our services; and
• Using the feedback you provide us to develop program goals and objectives to
meet your needs even better!
Your rsthand experience provides us with valuable insight into the resources and
interventions that are developed by LIBERTY to better support you.
As soon as the 2024 Provider Satisfaction Survey goes live, our Provider Relations team
will reach out to our network of providers with the exciting news! Please check the
Provider Portal to access your survey or contact your Provider Relations Representative
for more information. Together we can make a difference.
VOLUME 10, Q1 | Spring 2024 pg 8
