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Magellan Health Services

Treatment Request Form (TRF) FAQ

Treatment Request Form (TRF) and Online TRF (Request Outpatient Authorization / Extend OP Auth) submissions are used to request additional outpatient sessions for Magellan members. However, Magellan’s TRF cannot be used for any of the following:

  • To request care authorization for Magellan employees or their dependents.
  • To request an initial authorization for outpatient services. Request these services through Start New OP Auth in the Request Outpatient Authorization application.
  • To request care authorization in the state of Maryland for accounts where the Universal Treatment Plan (UTP) is required.
  • To request care authorization in the District of Columbia for accounts where the Release of Mental Health Information for Outpatient Mental Health Treatment form is required.
  • To request Employee Assistance Program (EAP) services.
  • To request authorization for levels of care other than routine outpatient.
  • To request care authorization for members covered by ChampVA.
  • To request care authorization for most Medicaid carve-out benefit plans.
  • To request care authorization for members covered by The Virginia Department of Medical Services (DMAS). Refer to www.MagellanofVirginia.com for forms specific to serving VA DMAS members.

Submitting a Treatment Request Form (TRF) to Magellan Via the Internet

What is a "TRF?"
TRF stands for Treatment Request Form. The TRF is used to request additional outpatient sessions for a specific member. Magellan's Request Outpatient Authorization application allows you to submit this request through this website.

When do I need to complete and submit a TRF?
If additional sessions are needed, you must complete a TRF and submit it two weeks before the current authorization expires.

Is my TRF secure when I submit it over the Internet?
Yes. Transmission of TRF data is protected by SSL (Secure Socket Layer) encryption, the same technology that protects credit card transactions over the Web.

Will I receive confirmation that you have received my TRF?
Yes. When you successfully submit your authorization request online, you will receive immediate confirmation of receipt of the request.

How long will it take to get a response when I submit an authorization request online?
After you submit your authorization request online, you will receive immediate confirmation that your request has been received and, in some instances, we’ll be able to tell you right away that your request is authorized. In other instances, we’ll let you know if additional review is required. If additional review is required, you will be notified promptly by mail when an authorization determination is made.

How will I be notified that I've received authorization?
In addition to the immediate response you receive online after completing your online authorization request, you also can view and print the letter through the View Authorizations application.

I am trying to submit a TRF online. When I enter the authorization/certification number just as it appears on my authorization letter, I get a message saying "The authorization number you entered does not match an acceptable format for any of the Magellan clinical authorization systems." Please try again. What's wrong?
If you are having difficulty accessing online authorization requests, here are some suggestions that may help you successfully submit your TRF electronically:

  • Some authorization codes appear on correspondence with dashes or spaces separating blocks of characters. Try entering the authorization code as a single string with no dashes or spaces.
  • If you have attempted to use an authorization code you received via telephone but see a different code on the correspondence, try entering the code shown on correspondence.
  • Access the site using Internet Explorer. Other browsers may not be compatible with the site when entering numbers and dates.
  • Magellan associates at the Care Management Center issuing the authorization may have other suggestions for you, but please try the steps above first.

Can I submit a request for more sessions when I don't have a previous authorization (no pre-cert)?
No. The online authorization request can be used only to request more outpatient sessions when an initial authorization for care was submitted and a prior authorization exists. You can use the Submit New OP Auth application on this website (not available for all benefit plans), complete and fax a paper TRF, or contact the Magellan Care Management Center to request "more" sessions if a previous authorization does not exist.

Will I be able to save the information I've entered on an online authorization request and come back to it later?
No, for security reasons, you will not be able to "save" a partially completed authorization request and return to it at a later time. Therefore, we suggest that you start an online authorization request when you can complete it without interruption.

All the information that is entered but not submitted will be lost when the browser is closed. Once an online authorization request is submitted, you will not be able to retrieve the information. We recommend that you print a hard copy of the request you've completed. An option to “print copy” is available after you successfully submit your online authorization request.

Whom can I speak with about questions related to clinical or diagnostic issues?
Please call the number on the member's benefit identification card or on the authorization of care letter to speak with a Magellan associate.

What if I make a mistake on the form?
We have incorporated a number of validity and error checks into the Request Outpatient Authorization application, which are helpful in identifying possible mistakes. However, once you submit an online authorization request it cannot be modified or retrieved. If you realize after submission that a mistake was made, call the number on the member's benefit identification card or on the authorization of care letter to speak with a Magellan associate. Please do not attempt to correct a mistake by submitting another request. Duplicate submissions may cause a delay in resolving the authorization.

How do I print an online authorization request submission?
After you complete your submission, use the “Print Copy” button at the bottom of the “Submission Complete” page to print a printer-friendly copy of the online authorization request for your records. You also can use your browser to print various other stages of the request displayed during your data entry, but these will not be as clean as the printer-friendly copy available after your submission is completed.

How can I be sure Magellan has received my online authorization request from the Internet?
At the end of the submission process, you receive a message that informs you that the online authorization request was successfully submitted. If you get this message, you can be sure that we have received your TRF. If you don't see this message, you can assume the request was not received.

What should I do if I receive a message telling me that my online authorization request was not successfully submitted?
The Request Outpatient Authorization application will prompt you with an error message during the submission or on the “Submission Complete” page. This indicates that we were unable to complete the process of saving the entire online authorization request record to our databases. If the message you receive indicates that the system is unavailable, please try your request online again. For any other error message, call the number on the member's benefit identification card to speak with a Magellan associate.

Do I need to submit an online authorization request for members for whom I already have sufficient authorized visits?
No, you do not need to submit a form unless you are going to need additional sessions.

I can’t find the member’s authorization number. What should I do?
You can use Magellan’s View Authorizations application to locate a specific authorization number. You also can call the number on the member's benefit identification card to speak with a Magellan associate.

Whom can I call with more questions?
If your questions relate to clinical matters or are about the outcome of a submitted online authorization request, please call the number on the member's benefit identification card to speak with a Magellan associate. To report technical problems with the Request Outpatient Authorization application, send an e-mail to InternetTRF@MagellanHealth.com.)

Submitting a Hard Copy Treatment Request Form (TRF) to Magellan

What is a "TRF?"
TRF stands for Treatment Request Form. The TRF is used to request additional outpatient sessions for a specific member.

When are TRFs generated?
In most states and for most accounts, a TRF is generated and sent to you each time new sessions are approved for a member in your care.

When do I need to complete and submit a TRF?
If additional sessions are needed, you must complete a TRF and submit it two weeks before the current authorization expires.

Whom can I speak with about questions related to clinical or diagnostic issues?
Please call the number on the member's benefit identification card or on the authorization of care letter to speak with a Magellan associate.

Can I make copies of the TRF?
In most instances, no. TRFs that are pre-populated with member- and/or provider-specific information can only be used for the member referenced in the re-authorization letter or in the pre-populated area of the TRF. To access a blank TRF form on this website, go to the top-menu item “Forms” and choose “Clinical Forms.”

Should I discard or destroy my old treatment authorization forms?
Yes. Please use the paper TRF you most recently received for the member. Discard any older TRF forms you may have.

Where do I send my TRFs?
Because Magellan manages care through its Care Management Centers across the country, it is critical that you fax or mail the form to the number or address on the TRF you received for that member. Faxing or mailing a TRF to the wrong address will delay approval of your authorization.

What if I make a mistake on the form?
Please carefully white-out your error and fill in the correct circle thoroughly.

How do I obtain more TRFs?
A new TRF will be sent to you each time Magellan authorizes additional sessions for the member. If you have been seeing a member with coverage that did not require prior authorization to start treatment, please call the number on the member's benefit identification card to speak with a Magellan associate and request that we send you a TRF. Or, access a blank form on this website, under the top-menu item “Forms,” then choose “Clinical Forms.”

Is the TRF available online?
Yes, you can submit the TRF securely online through this website, using the Request Outpatient Authorization application.

Do I need to submit a TRF for members for whom I already have sufficient authorized visits?
No, you do not need to submit a form unless you are going to need additional sessions.

How do I know when to submit a TRF?
Submit the TRF when additional sessions are needed beyond those sessions already authorized. Be sure to submit the TRF two weeks prior to the expiration of current authorization.

Whom can I call with more questions?
If your questions relate to clinical matters or the outcome of a TRF you have submitted, please call the number on the member's benefit identification card to speak with a Magellan associate.