June 01, 2022

AZ, MO, D.C.: Get ready for paperless Medicaid prior authorization and clinical decision letters

Beginning Sept. 9, 2022, we will no longer print and mail prior authorization and clinical decision letters for most*UnitedHealthcare Community Plans to network health care professionals and facilities in Arizona, Missouri and Washington, D.C. Instead, you’ll be able to view them 24/7 through either the UnitedHealthcare Provider Portal or an Application Programming Interface (API) system-to-system data feed.

Please share these changes and new digital workflow options with those who are affected, including outside vendors, such as revenue cycle management companies.

Letter types going paperless

  • Pre-service/prior authorization decision letters
  • Inpatient review letters, including concurrent, retrospective, length of stay and level of care
  • Peer-to-peer decision letters
  • Extension for lack of clinical information letters
  • Complex care management and OrthoNet letters available in Document Library

How to view prior authorization and clinical decision letters digitally

  1. UnitedHealthcare Provider Portal
  • Document Library ‒ View prior authorization and clinical decision letters in this secure repository within the portal. We encourage you to set up a daily task to check Document Library for updates.
    • Go to > Sign In 
    • Sign in to the portal with your One Healthcare ID and password 
    • In the menu, select Documents & Reporting
    • Then, click Document Library and select the Prior Auth Letters folder
    • Use Advanced Search and search by Member Name, Member ID or Notification ID to help you find what you need
    • Notifications: When new letters are available in Document Library, an email notification will be sent to the address on file, which is typically the Primary Access Administrator
      • Need to notify multiple staff members? Document Library notifications are limited to 1 email address per letter type. If multiple staff members require notification, the Primary Access Administrator can consider using a group email address. See Paperless Delivery Options for Primary Access Administrators for more information.  

Explore Document Library

Paperless Delivery Options for Primary Access Administrators

  1. View using API: You should consider API if you have significant claims volume and either automate correspondence intake or prefer an option other than looking up individual items in Document Library. Data can be pulled into your practice management system, portal or any application you prefer. API requires technical programming between your organization and UnitedHealthcare. 

Learn about API

Schedule a demo

Note: If you have access to the Prior Authorization and Notification tool in the portal, you also have direct access to the Prior Auth Letters folder in Document Library. If you don’t have access to the tool and need to view letters in Document Library, please request access from your Primary Access Administrator.

  1. TrackIt: Found on the portal home page, TrackIt notifies you of prior authorization requests, claims, reconsiderations and appeals that need attention. It also provides a direct link to view prior authorization decision letters quickly. If you use tools on our secure portal for prior authorizations, you’ll already have access to those items in TrackIt. 

Learn more

TrackIt Training

Note: You cannot start or submit prior authorizations using TrackIt.

What’s ahead in paperless
Letters we mail you aren’t the only communications going digital. Later this year, we’ll begin to introduce digital member ID cards and the ability to submit claim attachments online through an EDI 275 transaction. And, in 2023, we will start requiring contracted health care professionals to submit most claims, reconsideration requests and appeal requests electronically. All transitions will be announced in Network News at least 90 days before mailings end to give you time to prepare for the change.  For the most up-to-date information, exclusions and full schedule, go to

Questions?­ Please contact UnitedHealthcare Provider Services at 877-842-3210, TTY/RTT 711, 7 a.m.–5 p.m. CT, Monday–Friday.

*Currently excludes: Behavioral Health and Home and Community Based Services.