Overpayment letters going digital Nov. 3

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

Beginning Nov. 3, we’ll no longer mail overpayment letters sent directly by UnitedHealthcare* for UnitedHealthcare Community Plan (Medicaid) in Arizona. Instead, network health care professionals (primary and ancillary) and facilities in Arizona will be able to view them digitally 24/7.

Note: We’ll continue to mail overpayment letters 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 view overpayment documents

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 Overpayment Documents folder.
  • Use Advanced Search and search by Check ID or Claim No. to help you find what you need
• 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.
• 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.

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.

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. 

* 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.

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