May 01, 2022

Colorado: Medical claim-related letters going paperless starting August 5

Effective Aug. 5, 2022, we will no longer print and mail the following medical claim-related letters for most1 commercial and UnitedHealthcare® Medicare Advantage health plans to network health care professionals and facilities in Colorado:

  • Appeal decision letters
  • Prior authorization and clinical decision letters2
  • Medical claim adjudication letters3
  • Overpayment letters sent directly by UnitedHealthcare4

Instead, you’ll be able to view these letters 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.

How to view letters digitally

  • Application Programming Interface (API) – Health care professionals/facilities 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.
  • UnitedHealthcare Provider Portal
    • Document Library ‒ View claims-related communication in this secure repository within the portal. We encourage you to set up a daily task to check Document Library for updates.
      • Go to UHCprovider.com and select Sign In in the upper-right corner, then sign in with your One Healthcare ID and password
      • In the menu, select Documents & Reporting
      • Then, click Document Library 
        • To view the contents of a specific folder, select it from the menu on the left side
      • Use both general search and advanced search functions to help you find what you need
        • Use the general search bar at the top of the page for quick searches, such as searching Document Library folders to see what’s new. Tip: The Search bar can be used at any time and in any folder of Document Library.
        • Use Advanced Search to search for letters and information using more specific criteria
      • 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 Administration can consider using a group email address. Learn more about Document Library and paperless delivery options for Primary Access Administrators below.
  • 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 and appeal letters quickly. If you use tools on our secure portal for claims and prior authorizations, you’ll already have access to those items in Trackit.

What’s ahead in paperless
We’re transitioning many communications for most contracted health care professionals (primary and ancillary) and facilities from paper to digital. Look for announcements in UHCprovider.com/news 90 days before mailings end.

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


1 Paperless Exclusions

  • Prior authorization and clinical decision letters, claim letters, appeal letters and overpayment letters will continue to be mailed to: AARP/Medicare supplement products, Behavioral Health, Optum VA Critical Care Network, Rocky Mountain Health Plan, Student Resources, UHC Global, UHCWest, and UMR
  • Prior authorization and clinical decision letters will also continue to be mailed to: Erickson Advantage Plans
  • Claim letters and appeal decision letters will also continue to be mailed to: All Savers and UHOne
  • Claim letters will also continue to be mailed to: Individual & Family Plans

2 Prior authorization and clinical decision letters include:

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

3 Includes additional information needed to process a claim letter, claim reconsideration decision letters and more

4 Does not include overpayment letters sent by Optum or any other vendor on behalf of UnitedHealthcare

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