Beginning Sept. 8, 2023, we’ll no longer mail several claim-related letters and documents for UnitedHealthcare Community Plan (Medicaid) members to network health professionals and facilities in Mississippi. Instead, network health care professionals (primary and ancillary) and facilities will be able to access this information 24/7 by document type using one of the digital methods below:
UnitedHealthcare Provider Portal
Appeal decision letters
Medical claim adjudication letters
Virtual card payment statements
Note: Documents will continue to be mailed to behavioral health professionals and facilities and home and community-based services.
If you use an outside vendor, such as a revenue cycle management company or lockbox service, please ensure they’re aware of the following changes and digital workflow options.
How to access documents
Document Library in the UnitedHealthcare Provider Portal: You can access letters, virtual card payment statements and other documents for up to 24 months in this secure repository. When new letters are available in Document Library, an email notification is sent to alert you.
In the portal menu, select Documents & Reporting > Document Library. Then, select one of the following folders:
Overpayment Documents – Use Advanced Search and search by Check ID or Claim No.
Appeals and Disputes – Use Advanced Search and search by Member Name, Member ID or Case ID
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. Only the Primary Access Administrator can change who receives these notifications.
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.
There’s no need to wait for a notification. Although we let you know when a new letter is available,we recommend youmake it a part of your regular process to check Document Library for new letters and actions needed.
TrackIt is a daily to-do list for your UnitedHealthcare tasks. Found on the portal home page, it highlights recent claim decisions, and lets you see and take action on tasks, often without leaving the tool. Get updates and act on claim requests, pended claims, reconsiderations, appeals, Smart Edits, My Practice Profile attestations and more. Plus, get direct links to many letters, including prior authorization and appeal decision letters. To learn more, please review the TrackIt Interactive Guide.
Application Programming Interface (API): API is a fully electronic digital solution that allows you to automate administrative transactions. This is a great alternative to Document Library for organizations with medium-to-high claim volume that have the technical resources to program API or the ability to outsource implementation.
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. You can use Direct Connect to reduce both letters and calls from UnitedHealthcare and additional work with third-party vendors.
To learn more and enroll, email email@example.com. Please include the requestor’s name, as well as the organization’s tax ID number (TIN), physical address and mailing address.
Chat with a live advocate 7 a.m.–7 p.m. CT from the portal Contact Us page.
You can also contact UnitedHealthcare Provider Services at 877-842-3210, TTY/RTT 711, 7 a.m.–5 p.m. CT, Monday–Friday.
For help accessing the portal and technical issues, please contact UnitedHealthcare Web Support at firstname.lastname@example.org or 866-842-3278, option 1, 7 a.m.–9 p.m. CT, Monday–Friday. Primary Access Administrators may also contact Web Support for help updating notification emails.
* The following overpayment letters are included:
• Overpayment identified – Notifying you that UnitedHealthcare paid too much on a processed claim
• Overpayment reconsideration requests – Acknowledging UnitedHealthcare has received your request to review our overpayment determination
• Overpayment reconsideration decision – Providing the outcome of the reconsideration review and outlining what happens next
This change also 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.