Sept. 13: Several documents going paperless

Affects Virginia Medicaid plans

Beginning Sept. 13, 2024, we’ll no longer mail overpayment and claim letters, as well as virtual card payment statements, for most* network health care professionals and facilities for UnitedHealthcare Community Plans (Medicaid) in Virginia. Instead, you’ll be able to access this information electronically 24/7 using one of the following methods. 

How to access documents

1. Document Library in the UnitedHealthcare Provider Portal:
   You can access letters and other documents for up to 24 months in this secure repository. 

• 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 portal menu, select Documents & Reporting > Document Library. Then, select one of the following folders:
  
  • Claim Letters
  • Payment Documents
  • Overpayment Documents – Use Advanced Search and search by Check ID or Claim No.
• Notifications: When new documents 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

2. 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.

      Get started with 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 both 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. 

For help accessing the portal, technical issues and changing notification preferences, please call UnitedHealthcare Web Support at 866-842-3278, option 1, 7 a.m.–9 p.m. CT, Monday–Friday. 

* Exclusions: Behavioral health professionals and facilities and home- and community-based services.

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