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Paperless Letter Program

Overview

Our teams have been working diligently to bring you electronic delivery of letters on Link. For you, this will mean: less time waiting for snail mail and fewer letters to open, sort and shred! Instead, you’ll find many UnitedHealthcare letters online, as soon as they’re generated. They’ll be stored in Document Vault for 180 days so that you have time to download PDF files to your system.

The Link Password Owner in your practice will receive email notifications each week if letters have been added to Document Vault. Password Owners can enter different email addresses or change the notification frequency in the Paperless Delivery Options tool on Link anytime.

We know paperless delivery may cause a change in your current processes. Read on for answers to your questions and for best practices we’ve learned from working with other care providers.

Frequently Asked Questions

Which people in my organization will receive notification of this change?

  • We’re mailing two letters to the contract owner of your organization.
  • We’re sending two emails to the Link Password Owner.
  • We’re sending one email to all Link Standard Users and ID Administrators.

Why am I receiving multiple identical letters about this change?
To ensure that you receive advance notice of this change, we might send letters to multiple mailing addresses in our system. You may receive duplicate letters because of this, and we apologize for any inconvenience.

I have already elected paperless letters. Does this apply to me?
Yes, it still applies. If you elected paperless for only some available letter types, the remaining letters will go paperless on your effective date. When additional letter types are added to Document Vault, you will stop receiving them in the mail as well.

Which letters will I stop receiving in the mail?
Paper delivery of letters posted in Document Vault will be discontinued. Correspondence not included in Document Vault will continue to be delivered through the mail. For detail on the current letter types in Document Vault, visit UHCprovider.com/documentvault. We’re working on adding more letter types.

Who has access to online letters?
All Link users who have access to the claimsLink tool have access to claim letters and Provider Remittance Advice (PRA) and those with access to the Prior Authorization and Notification tool have access to prior authorization and notification letters.

What if I handle the letters but don’t have access to Link or Document Vault?
You can self-register as a new Link user following these directions. If you are registered but don’t have access to view the letters you need in Document Vault, please contact your Password Owner to update your role in Link Security.

Can I receive notification when new letters are added?
Yes. Daily or weekly email notifications can be set up by the Password Owner in the Paperless Delivery Options tool on Link. Notifications can be sent to a different staff member for each letter type if desired. If you would like a group of people to receive notifications, refer to our compilation of best practices.

I’m the wrong person to receive email notifications. How do I change it to someone else?
The Password Owner for your organization can change the email address in the Paperless Deliver Options tool on Link.

My email address has been added to Paperless Delivery Options. Why am I not receiving notifications?
There are several possible reasons.

Things to check…

Actions to take…

Maybe you’re set up to receive notifications only once per week.

Your Link Password Owner can change your notification emails to daily if desired. Or, you can sign in to Document Vault daily regardless of whether you receive an email notification or not.

Maybe you don’t have any letters recently added to Document Vault.

You can sign in to Document Vault and verify this.

Perhaps your Link Password Owner made a typo when entering your email address.

Check with your Password Owner.

You may be set up to receive notifications for only certain letter types.

Check with your Password Owner.

You may have marked a notification email as spam.

Adding paperless_letters@uhc.com* to your address book may resolve this issue.

Your email service provider may deliver the emails to a spam folder or block delivery altogether.

Adding paperless_letters@uhc.com* to your address book may resolve this issue.

I have double checked everything and still don’t know why I’m not receiving email notifications.

Please call the UnitedHealthcare Connectivity Help Desk at 866-842-3278, option 1, from 7 a.m. to 9 p.m. Central Time, Monday through Friday.

*paperless_letters@uhc.com is not a monitored email box. Please don’t reply to emails or send emails to this address.

What if an email notification is undeliverable?
If our email isn’t delivered, a post card will be mailed informing you that there is an issue with your email address. Post cards will be mailed on a weekly basis if new letters have been added.

We have processes in place based on receiving mail. What should we do now?
We understand that you have processes that are currently kicked off by receiving mail but instead you can check Document Vault on a regular basis or rely on individual or group email notifications. We’ve compiled some best practices that we’ve learned from working with other care providers.

What if I need a paper copy of a letter?
You can print letters from within Document Vault or you can download letters to your system in case you need to print them at a future date. For additional assistance you may call Provider Services at 877-842-3210.

What part of my contract allows you to turn off my mail delivery?
Some contracts have electronic connectivity clauses and others have general language about conducting business with us electronically.

What is Document Vault?
Document Vault is a tool on Link that serves as a temporary online repository of reports and letters from UnitedHealthcare. PDF files are posted to Document Vault the day letters are generated and remain there for 180 days. The files can be downloaded to your system or printed if necessary. All authorized users can access the letters. More information is available at UHCprovider.com/documentvault.

Is training available for Document Vault?
Yes. Document Vault is easy to use, but we have several helpful resources. New users may want to attend an instructor-led webinar. We also have a Quick Reference Guide and a short training video on UHC On Air (on Link).

How can I get extra help using Document Vault?
For any questions related to Link, please call the UnitedHealthcare Connectivity Helpdesk at 866- 842-3278, option 1, from 7 a.m. to 9 p.m. Central Time, Monday through Friday.

What is Paperless Delivery Options?
Paperless Delivery Options is a tool on Link that allows Password Owners to change the frequency of email notifications or change the email addresses that receive notifications. More information is available at UHCprovider.com/paperless.

Is training available for Paperless Delivery Options?
Yes. Paperless Delivery Options is easy to use, but we have several helpful resources. New users may want to attend an instructor-led webinar. We also have a Quick Reference Guide and a short training video on UHC On Air (on Link).

How can I get extra help with using Paperless Delivery Options?
For any questions related to Link, please call the UnitedHealthcare Connectivity Helpdesk at 866-842-3278, option 1, from 7 a.m. to 9 p.m. Central Time, Monday through Friday.

If you have concerns about this change, please send a detailed email to gopaperless@uhc.com and we will help you overcome barriers.

Insurance coverage provided by or through UnitedHealthcare Insurance Company, All Savers Insurance Company, Oxford Health Insurance, Inc. or their affiliates. Health Plan coverage provided by UnitedHealthcare of Arizona, Inc., UHC of California DBA UnitedHealthcare of California, UnitedHealthcare Benefits Plan of California, UnitedHealthcare of Colorado, Inc., UnitedHealthcare of Oklahoma, Inc., UnitedHealthcare of Oregon, Inc., UnitedHealthcare of Texas, LLC, UnitedHealthcare Benefits of Texas, Inc., UnitedHealthcare of Utah, Inc. and UnitedHealthcare of Washington, Inc., Oxford Health Plans (NJ), Inc. and Oxford Health Plans (CT), Inc., or other affiliates. Administrative services provided by United HealthCare Services, Inc., OptumRx, OptumHealth Care Solutions, Inc., Oxford Health Plans LLC or their affiliates. Behavioral health products are provided by U.S. Behavioral Health Plan, California (USBHPC), United Behavioral Health (UBH) or its affiliates.