Last modified: March 8, 2023.
Updates: Article was was updated to clarify this change applies to medical health care professionals.
Beginning May 5, we’ll no longer mail overpayment and appeal decision letters sent directly by UnitedHealthcare* to network medical health care professionals (primary and ancillary) and facilities in the following states:
This change applies to UnitedHealthcare Community Plans. Instead, you’ll be able to view them digitally 24/7.
Note: Overpayment and appeal letters will continue to be mailed to behavioral health professionals and facilities and home and community based services.
Please share the following changes and digital workflow options with those who are affected, including outside vendors such as revenue cycle management companies.
1. Document Library in the UnitedHealthcare Provider Portal:
You can also check out the Paperless Delivery Options Interactive Guide for information on updating your email notification preferences.
2. Application Programming Interface (API): Consider retrieving overpayment and appeal decision letters through API by automating system-to-system transactions. Data can be distributed to your practice management system or any application you prefer. API requires technical programming between your organization and UnitedHealthcare.
You can also enroll in Direct Connect to view overpayment letters: This free tool, available in the portal, helps you review and resolve overpaid claims quickly and easily. Use Direct Connect to reduce letters and calls from UnitedHealthcare and additional work with third-party vendors.
Here’s how it works:
We’ll continue to transition more claim-related communications to digital in 2023 and 2024.
All required paperless transitions will be announced in Network News at least 90 days prior to the change. We encourage you to explore our digital solutions and review your workflows so your team is prepared. Review the most up-to-date information, exclusions and schedule at UHCprovider.com/digital.
Please contact UnitedHealthcare Provider Services at 877-842-3210, TTY/RTT 711, 7 a.m.–5 p.m. CT, Monday–Friday.
* These changes include the following overpayment letters:
This change includes letters sent by Optum for payment accuracy reviews they perform on behalf of UnitedHealthcare. It does not include overpayment letters sent by any other vendor. Those letters will continue to be mailed. Most will include both the vendor and UnitedHealthcare logos, and explain their review was done on our behalf.