Complaint/grievance process

To ensure the highest level of satisfaction and care for youth and families, Magellan is committed to establishing a mechanism for providers and external partners to voice complaints and grievances. This includes concerns related to care, service, confidentiality, policies, procedures, payments, or any other communication or action by the Connect Nevada Program.

Providers must submit complaints/grievances to Magellan in one of the following ways:

Note: If emailing protected health information to Magellan, use secure email.

  • Mail: 

Connect Nevada: Strengthening Youth, Empowering Families Program
Attention: Magellan of Nevada Appeals & Grievances Department
P.O. Box 34028
Reno, NV 89533

Providers must complete the Complaint/Grievance Form – Provider, Authorization to Use and Disclosure Protected Health Information (AUD Form) and Freedom of Choice: Child, Youth, Young Adult Consent Form and submit to Magellan.

What Magellan will do:

  • Conduct a thorough investigation for each provider complaint and grievance, adhering to statutory, regulatory, and contractual provisions. Collect relevant facts from all parties involved.
  • Strive to resolve concerns at the time of the initial call; if needed, involve a supervisor or designee for issue resolution.
  • Provide resolution for the complaint and grievance.
  • Notify the provider regarding the disposition of the complaint and grievance.

Find information about complaints/grievances in Section 4 of the Provider Handbook Supplement for Connect Nevada: Strengthening Youth, Empowering Families.

Complaint/grievance 3-tier escalation and resolution

These steps aim to streamline issue resolution and enhance the overall provider experience if satisfaction is not achieved.

Tier 1
  • Contact your Magellan network management specialist via phone, email, or the toll-free provider line at 1-833-396-4310.
  • Document details of the communication, including the representative’s name, time, and date. Provide this information for issue escalation.
Tier 2
  • Contact your Magellan network management specialist and request to speak with our network management director.
  • Document details of the communication, including the representative’s name, time, and date. Provide this information for issue escalation.
Tier 3

If you believe the Magellan of Nevada provider complaint and grievance system is exhausted, file a complaint/grievance directly with the State of Nevada’s Division of Child and Family Services (DCFS) by emailing dcfsmglnqi@dcfs.nv.gov. Ensure secure email usage, especially when including protected health information.

Find information about complaints/grievances in Section 4 of the Provider Handbook Supplement for Connect Nevada: Strengthening Youth, Empowering Families.

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