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These are the latest announcements, news items, and resource links from the Network Operations department. This page is intended specifically for providers within the Sandhills Center network and will change occasionally, based on the most current information available.

If you have questions, please contact the Provider Help Desk, or refer to the Provider Support Portal.

Phone: 1-855-777-4652


Posted 2/28/2023

No Jiva authorization implementation on 3/1/2023

The Sandhills Center UM Department would like to inform providers that the implementation of the Jiva authorization system has been delayed from 3/1/2023. This is due to changes NC Medicaid has made related to the delay in the Tailored Plan launch. Sandhills Center hopes to implement Jiva in the coming weeks but for now, providers should not enter any service authorization requests (SARs) in Jiva.

Because we still hope to implement the Jiva authorization system soon, we will still hold our third scheduled Jiva Provider Portal Training on Thursday, March 9th from 3 to 5 p.m. We also will offer a refresher session the week before Jiva goes live. More information about the refresher session will be shared once it has been scheduled.

Note: This announcement is unrelated to the switch in claims software to Change Healthcare that was discussed at the Provider Forum held on 2/22/2023. More information will be forthcoming from the Sandhills Center Finance Department regarding when that software will be implemented.

Please share this information with anyone in your organization who submits SARs. If you have any questions, please feel free to contact Sarah Glanville, UM Director. 

Posted 02/14/2023


Sandhills Center's Utilization Management department will hold three upcoming training sessions for providers to learn the new Jiva authorization system.

Sandhills Center will be moving its authorization software from Alpha+ to Jiva.

These training sessions will give providers an opportunity to see the system and learn how to enter Service Authorization Requests (SARs) through Jiva. This change applies to ALL Sandhills Center providers and all benefit plans. The change to Jiva applies to any authorization dates after 3/31/2023.

The training dates and times are:

Microsoft Teams links for each training were sent to you or your facility via email. You do NOT need to register for this training. It is recommended that all staff who enter authorizations for your business attend one of the training sessions. Please forward the email you received to all relevant staff so they will have the Teams links. All training sessions are the same – you only need to attend one.

Sandhills Center UM will assess whether additional training sessions are necessary and add dates as appropriate.

Training guides will be distributed via the Teams chat during the training.

Please direct any questions to Sarah Glanville, Sandhills Center UM Director. 

Update on Provider Training Requirements 1/17/2023 - PDF

Announcement date 11/28/2022

In alignment with the new Tailored Plan launch date of April 1, 2023, this bulletin extends the termination date for related services and the grandfathering transition process from Nov. 30, 2022, to March 31, 2023.  

In the event that those individuals enrolled in the above residential services for IDD & TBI on Jan. 31, 2023, who do not meet the service criteria for Residential Supports (I/DD & TBI) on the basis of age and/or the individual’s SNAP/SIS score, providers must submit an encrypted Grandfather Request Form for those impacted. This form must be completed and returned to DeVicka Cheston Santana no later than Feb. 15, 2023.  

If you have any questions, please contact Stephanie Jones at 984-236-5043, or send an email message to:  

Joint Communication Bulletin 438

JCB 438 - Download the file (note: providers must encrypt the form)

Access previous bulletins here   

Important Announcement about Tailored Plan Training and Training Reciprocity - PDF

Sunset of Sandhills Center’s Temporary Care Plan Signature Requirements – effective Monday, October 31st, 2022


Contracting Documents for Tailored Plan and NC Medicaid Direct providers

Notice on Provider Updates – Third-Party Agents/Vendors  

Sandhills Center is committed to keeping our provider network up to date on the latest topics so that our network has the tools to care for our members. As it is considered standard operational activities of a provider to ensure they update and maintain all pertinent information, it is the responsibility of each provider to ensure this information is received and disseminated to their third-party agents/vendors.

Therefore, requests to include a provider’s third-party agent/vendors on the Provider Update email list will not be accepted.   

Remember to update Sandhills Center whenever an email contact needs to be removed or whenever adding a new contact.