Beneficiary and Family Centered Care – Quality Improvement Organizations (BFCC-QIOs) help protect Medicare beneficiaries’ right to quality health care by providing immediate advocacy with quality of care concerns and appeals if coverage ends too soon. As of August 18, 2025, California’s Quality Improvement Organization (QIO) Livanta has changed its name. It is now Commence Health.
The California QIO helpline (877-588-1123) and all of the QIO helplines across the country remain the same, and their contract with the Centers for Medicare and Medicaid Services remains the same.
The main changes besides the name (Livanta to Commence Health) are:
- Staff emails – they will end with the @commence.ai domain. For example, the new Communications Team email is communications@commence.ai. Messages sent to Livanta email addresses will be forwarded but phased out over time.
- Helpline greeting change – Callers to Livanta’s BFCC-QIO Helpline will hear the greeting: “Commence Health, formerly Livanta.” If you are a provider, social worker, case manager, advocate, or other front-line staff, make sure to let your patients, clients and caregivers know of this change to avoid confusion.
- Medical Record Requests: Medical record requests will now display the Commence Health logo.
Below is a list of Frequently Asked Questions shared by Commence Health:
Q: I noticed emails now come from the @commence.ai domain. Does that mean Commence Health is using artificial intelligence (AI) for case and claim reviews
A: No. As required by our contract with CMS, Commence Health employs licensed, board-certified physicians to conduct all review types. AI is not used for BFCC-QIO case or claim reviews. Commence Health staff do not use generative AI for BFCC-QIO tasks.
Q: Does my organization need to sign a new Memorandum of Agreement (MOA) with Commence Health?
A: No, existing MOAs with Livanta remain valid. Moving forward, new MOAs will be issued under Livanta LLC d/b/a Commence with Commence Health branding and logos.
Q: Are your publications changing?
A: Subscribers will continue to receive Provider Bulletins, Compass, and Claim Review Advisor as before, but they now feature updated Commence Health branding and logos.
Q: Does this change affect any of Livanta’s contracts with the Centers for Medicare & Medicaid Services (CMS)?
A: No. All CMS contracts remain unchanged and continue to operate as before.
Q: When will beneficiary notices listing Livanta as the BFCC-QIO become invalid?
A: There are no current plans to invalidate beneficiary notices that reference Livanta. However, providers are encouraged to update notices to list Commence Health to minimize confusion for patients and caregivers.
Q: Will I still be able to use Livanta’s website-based applications such as e-LiFT?
A: Yes! All website-based applications including e-LiFT, e-Appeal, and Arrow will be ported to the new website and remain fully functional.
For addtional information or questions, contact Commence Health at communications@commence.ai. You can also visit their website.
