Overpayment letters, VCP statements going paperless Nov. 3

Beginning Nov. 3, we’ll no longer mail the following documents to network health care professionals (primary and ancillary) and facilities for UnitedHealthcare Community Plan (Medicaid) in Tennessee:

• Overpayment letters sent directly by UnitedHealthcare*, and
• Virtual card payment statements to those who receive them through the mail. This change doesn’t affect those using automated clearinghouse (ACH).

Instead, those affected can view these documents digitally 24/7.

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.

Note: We’ll continue to mail these documents to behavioral health professionals and facilities and home and community-based services.

How to view VCP statements and overpayment letters electronically

Document Library

Document Library in the UnitedHealthcare Provider Portal:

• From any page on UHCprovider.com > Sign In
• Enter your One Healthcare ID and password
  • Users who don’t have a One Healthcare ID: Visit UHCprovider.com/access to get started
    • In the menu, select Documents & Reporting > Document Library. Then, select the appropriate folder.
• 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. However, now they can also give others the ability to edit email notification preferences in the Document Delivery Settings section of the portal.
  • Check for updates: If you don’t already, we also recommend checking Document Library regularly for new letters documents and actions needed
  • 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.
  • Learn more about updating email notifications: See the Profile & Settings 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.

To learn more or get started, go to UHCprovider.com/api.

Direct Connect

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 letters and calls from UnitedHealthcare and additional work with third-party vendors.

To learn more and enroll, email directconnectaccess@optum.com. Please include the requestor’s name, as well as the organization’s tax ID number (TIN), physical address and mailing address.

Questions?

Chat with a live advocate 7 a.m.–7 p.m. CT from the portal Contact Us page.

For help accessing the portal and technical issues, please contact UnitedHealthcare Web Support at providertechsupport@uhc.com 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.

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

* The following overpayment letters are included:

• Overpayment identified – Notifying you that UnitedHealthcare paid too much on a processed claim
• Overpayment reconsideration requests – Acknowledging UnitedHealthcare 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.

PCA-1-23-02369-POE-News_08072023