Arizona Medicaid appeal letters are going paperless Sept. 8

Last modified: Oct. 30, 2023
Update: Contact and questions section updated to reflect new chat services

Starting Sept. 8, 2023, we’ll no longer mail appeal decision letters for most UnitedHealthcare Community Plans (Medicaid) of Arizona. Instead, network health care professionals (primary and ancillary) and facilities will be able to access them digitally 24/7.

Note: Letters 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 appeal decision letters

1. 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 Appeals and Disputes folder.
     
     • Use Advanced Search and search by Member Name, Member ID or Case ID to search documents for any 90-day period up to 2 years
       
   • 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 you make it a part of your regular process to check Document Library for new letters and actions needed.
     
   • You can also check out the Profile & Settings Interactive Guide for information on updating your email notification preferences.
     

2. TrackIt
   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 a direct link to many letters, including prior authorization and appeal decision letters. To learn more, please review the TrackIt Interactive Guide.

3. 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 get started and schedule a meeting with an API consultant, go to UHCprovider.com/api.

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