[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"detail-sidebar-cat-1-en-105":3,"doc-seo-281021-105":53,"doc-detail-281021-en":127},{"code":4,"msg":5,"data":6},0,"success",[7,14,19,24,29,34,39,44,49],{"id":8,"doc_module":9,"doc_module_name":10,"category_name":11,"show_sort_weight":12,"slug":13},11,1,"Template","Presentations",90,"presentations",{"id":15,"doc_module":9,"doc_module_name":10,"category_name":16,"show_sort_weight":17,"slug":18},12,"Resumes",80,"resumes",{"id":20,"doc_module":9,"doc_module_name":10,"category_name":21,"show_sort_weight":22,"slug":23},14,"Invoices",70,"invoices",{"id":25,"doc_module":9,"doc_module_name":10,"category_name":26,"show_sort_weight":27,"slug":28},15,"Posters",60,"posters",{"id":30,"doc_module":9,"doc_module_name":10,"category_name":31,"show_sort_weight":32,"slug":33},16,"Social Media",50,"social-media",{"id":35,"doc_module":9,"doc_module_name":10,"category_name":36,"show_sort_weight":37,"slug":38},17,"Forms",40,"forms",{"id":40,"doc_module":9,"doc_module_name":10,"category_name":41,"show_sort_weight":42,"slug":43},18,"Letters",30,"letters",{"id":45,"doc_module":9,"doc_module_name":10,"category_name":46,"show_sort_weight":47,"slug":48},21,"Paper Templates",5,"papers-templates",{"id":50,"doc_module":9,"doc_module_name":10,"category_name":51,"show_sort_weight":4,"slug":52},158,"General","general-158",{"code":4,"msg":54,"data":55},"ok",{"site_id":56,"language":57,"slug":58,"title":59,"keywords":60,"description":61,"schema_data":62,"social_meta":120,"head_meta":122,"extra_data":124,"updated_unix":126},105,"en","exl-services-faq-provider-inquiries-medical-records-requests-appeals","EXL Services FAQ - Provider Inquiries - Medical Records Requests - Appeals","","Provider-focused FAQ for EXL Services covering how external post-payment audit validation reviews work and how providers selected for EXL audits should comply. Explains how to check audit status via the EXL Provider Portal or by contacting EXL departments, how to request copies of correspondence, and how to update contact information. Details medical record submission timelines, submission and confirmation steps, extension requests, and how to submit appeals including required materials and decision timing.",{"@graph":63,"@context":119},[64,80,102],{"@type":65,"itemListElement":66},"BreadcrumbList",[67,71,74,77],{"item":68,"name":69,"@type":70,"position":9},"https://docshare.wps.com","Home","ListItem",{"item":72,"name":10,"@type":70,"position":73},"https://docshare.wps.com/template/",2,{"item":75,"name":41,"@type":70,"position":76},"https://docshare.wps.com/template/letters/",3,{"item":78,"name":59,"@type":70,"position":79},"https://docshare.wps.com/template/exl-services-faq-provider-inquiries-medical-records-requests-appeals/281021/",4,{"url":78,"name":59,"@type":81,"image":82,"author":87,"headline":59,"publisher":90,"fileFormat":93,"inLanguage":57,"description":61,"dateModified":94,"datePublished":95,"encodingFormat":93,"isAccessibleForFree":96,"interactionStatistic":97},"DigitalDocument",{"url":83,"@type":84,"width":85,"height":86},"https://docshare.wps.com/thumbnails/exl-services-faq-provider-inquiries-medical-records-requests-appeals/281021.png","ImageObject",442,249,{"name":88,"@type":89},"Bill Black","Person",{"url":68,"name":91,"@type":92},"DocShare","Organization","application/pdf","2026-10-26","2026-09-16",true,{"@type":98,"interactionType":99,"userInteractionCount":101},"InteractionCounter",{"@type":100},"ViewAction",13,{"@type":103,"mainEntity":104},"FAQPage",[105,111,115],{"name":106,"@type":107,"acceptedAnswer":108},"What is EXL Services and how does it relate to providers?","Question",{"text":109,"@type":110},"TCHP contracted with EXL to support post-payment audit validation reviews for payment accuracy. When providers are selected by EXL, they must comply with EXL’s audit instructions and submit requested medical records within the specified timeframe.","Answer",{"name":112,"@type":107,"acceptedAnswer":113},"How can a provider check the status of an audit?",{"text":114,"@type":110},"Providers can use self-service options in the EXL Provider Portal. Alternatively, they can contact EXL using the phone number on the medical records request letter and select the appropriate menu option for the Clinical Auditing Department.",{"name":116,"@type":107,"acceptedAnswer":117},"How does the appeal process work and how long does EXL take to decide?",{"text":118,"@type":110},"Providers have the right to appeal EXL findings and must submit the required appeal request and supportive information within the deadlines stated in the findings letter. 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General Information |  |\n| 1.1 What is EXL Services? | TCHP has contracted with an external auditor, EXL Service (EXL) to support its post-payment audit validation reviews for payment accuracy. |\n| 1.2 How does this impact the providers? | TCHP kindly asks that in the instance providers are selected for these audits by EXL to please comply accordingly. Providers chosen for these audits, will receive an audit letter from EXL requesting medical records for a specific timeframe of date of service (DOS) along with instructions on how and where to send the requested records (specified in the correspondence or letter from EXL) .. |\n| 1.3 How do I find out the status of my audit? | Use the self service options available on the EXL Provider Portal available at [https://exlhealthproviderportal.exlservice.com](https://exlhealthproviderportal.exlservice.com). Alternatively, contact EXL using the phone number provided on your medical records request letter and select the menu option 3 to be connected to the Clinical Auditing Department. |\n| 1.4 I did not receive a copy of the audit correspondence, or it has been misplaced. How can I obtain a copy? | Please contact EXL by phone: 833-717-0378, press 0 for further assistance. |\n| 1.5 How can I update provider contact information and? | You can contact EXL using the phone number provided on your medical records request and select the menu option 5 to be connected to the Pre Audit department or email your update [to](to Pre.Audit@exlservice.com)[ ](to Pre.Audit@exlservice.com)[Pre.Audit@exlservice.com](to Pre.Audit@exlservice.com) |\n| 1.6 Is there a user manual for the provider portal? | Refer to [https://exlhealthproviderportal.exlservice.com/](https://exlhealthproviderportal.exlservice.com/ and)[ and](https://exlhealthproviderportal.exlservice.com/ and) select“User Manual”.\u003Cbr>User Manual: Provides instructions to Providers on how to utilize the Provider Portal application to simplify the medical record submission. To access the user guide, click the User Manual icon provided at the top right corner of the page as shown in the following screenshot: The Provider Portal user guide will get downloaded as a PDF file on your computer. |\n| 2. Medical Records Requests |  |\n| 2.1 How many days do I have to submit medical records? | Initial Medical Records Request: The Provider has 30 calendar days to send the records to EXL.\u003Cbr>Second Medical Records Request: The Provider has an additional 15 days to send the records to EXL.\u003Cbr>Third and Final Notice: Providers will have an additional 10 calendar days to send the records to EXL.\u003Cbr>If no records are received, TCHP will pursue recoupments on those claims. |\n\n\n| 2.2 How do I submit my medical records? | The quickest, most secure way to submit your records is through the EXL Provider Portal available at [https://exlhealthproviderportal.exlservice.com/](https://exlhealthproviderportal.exlservice.com/) .\u003Cbr>Additional support can be found at [https://www.exlservice.com/how](https://www.exlservice.com/how)to-send-medical-records |\n| --- | --- |\n| 2.3 How do I confirm that EXL has received my medical records submission? | You can use the self service options available on the EXL Provider Portal available at [https://exlhealthproviderportal.exlservice.com](https://exlhealthproviderportal.exlservice.com). Alternatively, contact EXL using the phone number provided on your medical records request letter and select the menu option 1 to be connected to the Medical Records department or email your update [to](to EXL.medrec@exlservice.com)[ ](to EXL.medrec@exlservice.com)[EXL.medrec@exlservice.com](to EXL.medrec@exlservice.com) |\n| 2.4 I need to request an extension on my deadline to submit documentation. | Please contact EXL using the phone number provided on your medical records request and select the menu option 4 to be connected to the appropriate department or e","cbCaitB6QPoz94HZ","https://ap.wps.com/l/cbCaitB6QPoz94HZ","pdf",195266,"English","# Provider Inquiries\n## General Information\n## Medical Records Requests\n## Audit Determination\n## Appeals","[{\"question\":\"What is EXL Services and how does it relate to providers?\",\"answer\":\"TCHP contracted with EXL to support post-payment audit validation reviews for payment accuracy. When providers are selected by EXL, they must comply with EXL’s audit instructions and submit requested medical records within the specified timeframe.\"},{\"question\":\"How can a provider check the status of an audit?\",\"answer\":\"Providers can use self-service options in the EXL Provider Portal. Alternatively, they can contact EXL using the phone number on the medical records request letter and select the appropriate menu option for the Clinical Auditing Department.\"},{\"question\":\"How does the appeal process work and how long does EXL take to decide?\",\"answer\":\"Providers have the right to appeal EXL findings and must submit the required appeal request and supportive information within the deadlines stated in the findings letter. EXL reviews the appeal and renders a decision within 30 calendar days.\"}]","EXL Services FAQ - Provider Inquiries - Medical Records Requests - Appeals | PDF",1789563598]