McKenzie-Willamette Medical Center in Springfield Joins Trillium Network

Trillium Community Health Plan is expanding access to care for OHP members in Lane County with the addition of McKenzie-Willamette Medical Center in Springfield to its provider network. The agreement comes as Trillium officially took over as the sole Coordinated Care Organization (CCO) serving Lane County on Feb. 1.

Members now have in-network access to comprehensive hospital-based and clinical services provided at McKenzie-Willamette, including emergency care, surgical services, obstetrics, cardiovascular services, and other specialty care. This agreement represents another important step in strengthening the local provider network and maintaining continuity of care across Lane County.

The contract with McKenzie-Willamette is just the latest milestone as Trillium has transitioned to serving OHP members who were previously covered by PacificSource Community Solutions. Getting to this point has taken months of careful planning, incorporating public feedback along with one-on-one conversations with legislators, local officials, providers, advocates, and community members.

What’s Happening Now

Ahead of the Feb. 1 “go live” date, Trillium took several steps to prepare for welcoming Lane County members:

  • Member Welcome Packets Sent
    • All new members were sent welcome packets from Trillium, including their ID cards and information about benefits.
  • Customer Service Ready
    • In anticipation of increased call volume, capacity has been significantly expanded at the customer care center to field inquiries.
  • System Testing and Monitoring
    • Extensive end-to-end testing was completed across systems, including prior authorization and claims payment, along with “dress rehearsals” to address potential issues.

To date, Trillium has successfully transitioned about 86,000 former PacificSource members,bringing the total number of Trillium members in Lane County to 127,500. Trillium has also established a Command Center to quickly resolve any issues and monitor daily metrics, including call times, claims, Prior Authorizations, and requests for Health-Related Social Needs (HRSN).

Provider Network Expansion

In addition to McKenzie-Willamette, Trillium has further expanded its network by fully executing contracts with Oregon Medical Group and Best Med.

  • Primary Care
    • At the start of this transition, about 85% of members already had a primary care provider in Trillium’s network. That number is now close to 98%, meaning most members will not need to change their provider.
  • Behavioral Health
    • 275 new behavioral health providers (group and private practice) are being added to the network. Members may continue seeing out-of-network behavioral health providers after the transition-of-care period through prior authorization, which will help prevent disruptions. Outreach to providers is ongoing. Providers interested in contracting are encouraged to connect with Trillium.
Trillium_Community_Health_Plans_Oregon

Member Support and Care Coordination

As membership grows, so too has Trillium’s workforce in Lane County.

The organization announced in December that it planned to add 88 new positions, including 45 roles dedicated to customer care — helping members to navigate their coverage, find providers, and connect with services. Hiring has continued steadily in the months since, with 83 of the 88 new positions filled. Trillium continues to recruit for the remaining five positions.

  • For members with complex or high-risk needs, care coordination is available by calling customer service at 1-877-600-5472 and requesting a care coordinator.

Pharmacy and Continuation of Medications

In order to minimize health risks and prevent avoidable complications, Trillium has taken steps to prioritize medication disruption:

  • New members have received up to a 30-day supply of medications they were taking before joining Trillium. This applied within the first 90 days of enrollment, allowing time to transition without gaps.
  • Extended coverage overrides have been put in place for clinically sensitive conditions — including cancer, diabetes, and cardiovascular disease.

Additional Updates

  • Trillium has worked with local homeless service organizations to develop a printable, fillable ID card option that community partners can use as needed.
  • Trillium has signed a contract with ORTC Springfield Treatment Center, restoring in-network access to methadone treatment.
  • Trillium will continue to coordinate with the OHA Ombudsman to proactively identify and resolve issues.