2018 UnitedHealthcare Care Provider Administrative Guide
2018 UnitedHealthcare Care Provider
Administrative Guide
Welcome to UnitedHealthcare
Welcome to the UnitedHealthcare Care Provider Administrative Guide for Commercial and Medicare Advantage (MA) products. This guide has important information on topics such as claims and prior authorizations. It also has protocol information for health care providers. This guide has useful contact information such as addresses, phone numbers and websites. More policies and electronic tools are available on . ? If you are looking for a Community and State manual, go to > Health Care Professionals, and
select the correct state. ? If you are looking for a UnitedHealthcare Dual Complete manual in Arizona, Massachusetts, New Jersey, New York
or Tennessee, go to . All other UnitedHealthcare Dual Complete plans follow this Provider Administrative Guide. You may easily find information in this guide using the following steps: 1. Hold keys CTRL+F. 2. Type in the key word. 3. Press Enter. Depending upon the version of PDF software you have, you may also use the binoculars icon to search for key words. This 2018 UnitedHealthcare Care Provider Administrative Guide (this "guide") applies to covered services you provide to our members or the members of our affiliates* through our benefit plans insured by or receiving administrative services from us, unless otherwise noted. This guide is effective April 1, 2018 for physicians, health care professionals, facilities and ancillary providers currently participating in our commercial and Medicare networks. It is effective now for care providers who join our network on or after Jan. 1, 2018. This guide is subject to change. We frequently update content in our effort to support our health care provider networks. Terms and definitions as used in this guide: ? "Member" or "customer" refers to a person eligible and enrolled to receive coverage from a payer for covered services as defined or referenced in your agreement with us. ? "Commercial" refers to all UnitedHealthcare medical products that are not MA, Medicare Supplement, Medicaid, CHIP, workers' compensation, or other governmental programs. "Commercial" also applies to benefit plans for the Health Insurance Marketplace, government employees or students at public universities. ? "You," "your" or "provider" refers to any health care provider subject to this guide, including physicians, health care professionals, facilities and ancillary providers; except when indicated and all items are applicable to all types of health care providers subject to this guide. ? "Us," "we" or "our" refers to UnitedHealthcare on behalf of itself and its other affiliates for those products and services subject to this guide. Medicare policies, protocols and information in this guide apply to covered services you provide to UnitedHealthcare MA members, including Erickson Advantage members and most UnitedHealthcare Dual Complete members, but excluding UnitedHealthcare Medicare Direct members and MA members enrolled in UnitedHealthcare Community Plan Medicare Advantage plans, and UnitedHealthcare Dual Complete members in Arizona, Massachusetts, New Jersey, New York and Tennessee. If a particular section does not apply to such MA members, it is indicated. If there is a conflict or inconsistency between a Regulatory Requirements Appendix attached to your agreement and this guide, the provisions of the Regulatory Requirements Appendix controls for benefit plans within the scope of that appendix. If there is an inconsistency between your agreement with us and this guide, your agreement controls (except where your agreement with us provides protocols for our affiliates). If those protocols are in a supplement to this guide, those protocols control for services you give to a member subject to that supplement.
*UnitedHealthcare affiliates offering commercial and Medicare Advantage benefit plans and other services, are outlined in Chapter 1: Introduction.
i | 2018 UnitedHealthcare Care Provider Administrative Guide
Contents
Welcome to UnitedHealthcare . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1
Chapter 1: Introduction
1
Manuals and Benefit Plans Referenced in This Guide. . . . . . . . . 1
Online Resources and How to Contact Us. . . . . . . . . . . . . . . . . . 3
Chapter 2: Provider Responsibilities and Standards 6
Electronic Data Interchange (EDI) . . . . . . . . . . . . . . . . . . . . . . . . . 6 Verifying Eligibility, Benefits and Your Network Participation Status. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Health Care Identification (ID) Cards. . . . . . . . . . . . . . . . . . . . . . . 6 Access Standards. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Primary Care Physicians (PCP) Responsibilities. . . . . . . . . . . . . . 9 Demographic Changes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Administrative Terminations for Inactivity . . . . . . . . . . . . . . . . . 11 Continuity of Care Following Termination of Your Participation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Medicare Opt-Out . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Additional MA Requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Filing of a Lawsuit by a Member. . . . . . . . . . . . . . . . . . . . . . . . . 13
Chapter 3: Commercial Products
14
Commercial Product Overview Table. . . . . . . . . . . . . . . . . . . . . 14
Benefit Plan Types. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Primary Care Providers (PCP) Selection . . . . . . . . . . . . . . . . . 16
HRAs and HSAs Consumer-Driven Health Benefit Plans. . . . . 16
Chapter 4: Medicare Products
17
Medicare Product Overview Tables. . . . . . . . . . . . . . . . . . . . . . 17
Coverage Summaries and Policy Guidelines
MA Members . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Medicare Supplement Benefit Plans. . . . . . . . . . . . . . . . . . . . . 20
Chapter 5: Referrals
22
Commercial Products Referrals. . . . . . . . . . . . . . . . . . . . . . . . . 22
Non-Participating Care Provider Referrals
(All Commercial Plans) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23
Medicare Advantage (MA) Referral Required Plans. . . . . . . . . 24
Chapter 6: Medical Management
25
Benefit Plans Not Subject to this Protocol. . . . . . . . . . . . . . . . . 25
Advance Notification/Prior Authorization Requirements. . . . . 25
Advance Notification/Prior Authorization List. . . . . . . . . . . . . . 26
Facilities: Standard Notification Requirements. . . . . . . . . . . . . 27
Facility Denial Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
How to Submit Advance or Admission Notifications/
Prior Authorizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Updating Advance Notification or Prior Authorization
Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Coverage and Utilization Management Decisions . . . . . . . . . . 29
Pre-Service Appeals. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Clinical Trials, Experimental or Investigational Services. . . . . . 31
Medical Management Denials/Adverse Determinations. . . . . 31 MA Part C Reopenings. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32 Outpatient Cardiology Notification/Prior Authorization Protocol . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Outpatient Radiology Notification/Prior Authorization Protocol . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Trauma Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Chapter 7: Specialty Pharmacy
and Medicare Advantage Pharmacy
42
Commercial Pharmacy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Specialty Pharmacy Requirements for Certain Specialty
Medications (Commercial Plans ? not applicable to
UnitedHealthcare West) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
MA Pharmacy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Drug Utilization Review Program. . . . . . . . . . . . . . . . . . . . . . . . 45
Medication Therapy Management (MTM). . . . . . . . . . . . . . . . . 46
Transition Policy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46
Chapter 8: Specific Protocols
47
Air Ambulance, Fixed-Wing Non-Emergency Transport . . . . . 47
Laboratory Benefit Management Program Administered by
BeaconLBSTM (Florida Only). . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Laboratory Services Protocol. . . . . . . . . . . . . . . . . . . . . . . . . . . 47
Non-Participating Providers Consent Form . . . . . . . . . . . . . . . 48
Nursing Home and Assisted Living Plans. . . . . . . . . . . . . . . . . 49
Chapter 9: Our Claims Process
51
Electronic Payments and Statements (EPS). . . . . . . . . . . . . . . 51
Claims and Encounter Data Submissions. . . . . . . . . . . . . . . . . 52
Risk Adjustment Data ? MA and Commercial. . . . . . . . . . . . . . 53
National Provider Identification (NPI). . . . . . . . . . . . . . . . . . . . . 54
Medicare Advantage Claim Processing Requirements. . . . . . 54
Hospital Responsibilities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Claim Submission Tips. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Pass-through Billing/CLIA Requirements/Reimbursement
Policy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56
Special Reporting Requirements for Certain Claim Types . . . 57
Overpayments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Subrogation and Coordination of Benefits . . . . . . . . . . . . . . . . 58
Claim Correction and Resubmission. . . . . . . . . . . . . . . . . . . . . 59
Claim Reconsideration, Appeals Process
and Resolving Disputes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59
Resolving Disputes ? Concern or Complaint . . . . . . . . . . . . . . 61
Member Appeals, Grievances or Complaints. . . . . . . . . . . . . . 63
Medical Claim Review. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63
Chapter 10: Compensation
64
Reimbursement Policies. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Charging Members. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
Member Financial Responsibility. . . . . . . . . . . . . . . . . . . . . . . . 66
Preventive Care . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
Provider Audits - Extrapolation. . . . . . . . . . . . . . . . . . . . . . . . . . 66
Hospital Audit Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
2ii | 2018 UnitedHealthcare Care Provider Administrative Guide
Contents
Notice of Medicare Non-Coverage (NOMNC). . . . . . . . . . . . . . 67
Chapter 11: Medical Records
Standards and Requirements
69
Chapter 12:
Health and Disease Management
71
Health Management Programs. . . . . . . . . . . . . . . . . . . . . . . . . . 71
Case Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Wellness and Behavioral Health Programs. . . . . . . . . . . . . . . . 72
Consumer Transparency Tools: MyHealthcareCostEstimator
(myHCE). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72
Behavioral Health Information . . . . . . . . . . . . . . . . . . . . . . . . . . 73
Chapter 13:
Quality Management (QM) Program
74
UnitedHealth Premium? Designation Program
(Commercial Plans). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
Star Ratings for MA and Prescription Drug Plans. . . . . . . . . . . 75
Member Satisfaction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Imaging Accreditation Protocol . . . . . . . . . . . . . . . . . . . . . . . . . 76
Chapter 14:
Credentialing and Re-Credentialing
77
Credentialing/Profile Reporting Requirements. . . . . . . . . . . . . 77
Care Provider Rights Related to the Credentialing Process . . 77
Initial Credentialing Process. . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Recredentialing Process. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Credentialing Committee Decision Making Process
(Non-Delegated). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Monitoring of All Network Care Providers. . . . . . . . . . . . . . . . . 79
Chapter 15:
Member Rights and Responsibilities
81
Chapter 16:
Fraud, Waste and Abuse (FWA)
82
Medicare Compliance Expectations and Training . . . . . . . . . . 82
Exclusion Checks . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Examples of Potentially Fraudulent, Wasteful,
or Abusive Billing (not an inclusive list). . . . . . . . . . . . . . . . . . . 83
Prevention and Detection. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Corrective Action Plans. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Beneficiary Inducement Law . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Reporting Potential Fraud, Waste or Abuse
to UnitedHealthcare. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Chapter 17: Provider Communication
85
Network Bulletin and Provider News . . . . . . . . . . . . . . . . . . . . 85
Medical Policy Update Bulletin. . . . . . . . . . . . . . . . . . . . . . . . . . 85
Other Communications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
All Savers Supplement
86
How to Contact All Savers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Capitation and/or Delegation Supplement 88
Capitated Providers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88 Delegated Providers and Accountable Care Organizations. . . 88 How to Contact Us. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89 Verifying Eligibility and Effective Dates . . . . . . . . . . . . . . . . . . . 89 Commercial Eligibility, Enrollment, Transfers, and Disenrollment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89 Medicare Advantage (MA) Enrollment, Eligibility and Transfers, and Disenrollment . . . . . . . . . . . . . . . . . . . . . . . 93 Eligibility/Authorization Guarantee. . . . . . . . . . . . . . . . . . . . . . . 97 Provider Responsibilities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98 Delegated Credentialing Program. . . . . . . . . . . . . . . . . . . . . . 102 Virtual Visits (Commercial HMO Plans CA only). . . . . . . . . . . 104 Referrals & Referral Contracting . . . . . . . . . . . . . . . . . . . . . . . 105 Medical Management. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107 Pharmacy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114 Facilities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114 Claims Processes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119 Medicare Advantage (MA)Delegated or Capitated. . . . . . . . . 123 Claims Disputes and Appeals. . . . . . . . . . . . . . . . . . . . . . . . . . 123 Contractual and Financial Responsibilities. . . . . . . . . . . . . . . 127 Capitation Payments and Reporting . . . . . . . . . . . . . . . . . . . . 131 CMS Premiums and Adjustments . . . . . . . . . . . . . . . . . . . . . . 133 Appeals and Grievances. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Leased Networks
138
Medica HealthCare Supplement
139
How to Contact Us. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
Confidentiality of Protected Health Information (PHI). . . . . . . 142
Prior Authorizations and Referrals. . . . . . . . . . . . . . . . . . . . . . 142
Appeal and Reconsideration Processes. . . . . . . . . . . . . . . . . 146
Member Rights and Responsibilities . . . . . . . . . . . . . . . . . . . 146
Documentation and Confidentiality of Medical Records. . . . 147
Provider Reporting Responsibilities. . . . . . . . . . . . . . . . . . . . . 149
Mid-Atlantic Regional Supplement
151
Provider Responsibilities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
Referrals. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
Prior Authorizations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153
Capitation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
Claims Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156
Neighborhood Health Partnership
Supplement
158
How to Contact NHP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158
Discharge of a Member from Participating Provider's Care . 160
Laboratory Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
Referrals. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
Utilization Management (UM). . . . . . . . . . . . . . . . . . . . . . . . . . 162
Claims Reconsiderations and Appeals. . . . . . . . . . . . . . . . . . 163
Capitated Health Care Providers . . . . . . . . . . . . . . . . . . . . . . . 163
OneNet PPO Supplement
164
Discontinuation of the OneNet PPO Medical Network
Product. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
How to Contact OneNet PPO. . . . . . . . . . . . . . . . . . . . . . . . . . 165
iii | 2018 UnitedHealthcare Care Provider Administrative Guide
Contents
OneNet General Provider Administrative Requirements . . . . 166 Referrals. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 166 Utilization Review Components for Workers' Compensation. 167 Workers' Compensation Claims Process . . . . . . . . . . . . . . . . 167 Resolving Disputes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 169 Medical Records Standards and Requirements. . . . . . . . . . . 170 Quality Management and Health Management Programs. . . 170 Participant Rights and Responsibilities. . . . . . . . . . . . . . . . . . 170
Oxford Commercial Supplement
171
Oxford Commercial Product Overview . . . . . . . . . . . . . . . . . . 171
How to Contact Oxford Commercial . . . . . . . . . . . . . . . . . . . . 171
Care Provider Responsibilities and Standards . . . . . . . . . . . . 176
Referrals . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
Utilization Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
Using Non-Participating Health Care Providers or Facilities . 183
Radiology And Cardiology Procedures. . . . . . . . . . . . . . . . . . 187
Emergencies and Urgent Care. . . . . . . . . . . . . . . . . . . . . . . . . 193
Utilization Reviews . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
Claims Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 200
Member Billing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 202
Claims Recovery, Appeals, Disputes and Grievances. . . . . . 203
Quality Assurance. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
Case Management and Disease Management Programs. . . 208
Clinical Process Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
Member Rights and Responsibilities. . . . . . . . . . . . . . . . . . . . 210
Medical and Administrative Policy Updates . . . . . . . . . . . . . . 210
Preferred Care Partners Supplement
211
About Preferred Care Partners. . . . . . . . . . . . . . . . . . . . . . . . . 211
How to Contact Us. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211
Confidentiality of Protected Health Information (PHI). . . . . . . 214
Prior Authorizations and Referrals. . . . . . . . . . . . . . . . . . . . . . 214
Clinical Coverage Review. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 216
Appeal & Reconsideration Processes. . . . . . . . . . . . . . . . . . . 217
Member Rights and Responsibilities . . . . . . . . . . . . . . . . . . . 218
Documentation and Confidentiality of Medical Records. . . . 218
Case Management and Disease Management Program
Information. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
Special Needs Plans. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220 Care Provider Reporting Responsibilities. . . . . . . . . . . . . . . . 221
River Valley Entities Supplement
222
Eligibility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222
How to Contact River Valley . . . . . . . . . . . . . . . . . . . . . . . . . . . 222
Reimbursement Policies. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224
Referrals. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 224
Utilization Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 225
Claims Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228
UnitedHealthcare West Supplement
232
UnitedHealthcare West Information Regarding
our Care Provider Website . . . . . . . . . . . . . . . . . . . . . . . . . . . . 233
How to Contact UnitedHealthcare West Resources. . . . . . . . 234
Care Provider Responsibilities. . . . . . . . . . . . . . . . . . . . . . . . . 236
Utilization and Medical Management. . . . . . . . . . . . . . . . . . . . 240
Hospital Notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 242
Pharmacy Network . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 245
Claims Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 247
Care Provider Claims Appeals and Disputes . . . . . . . . . . . . . 249
California Language Assistance Program
(California Commercial Plans) . . . . . . . . . . . . . . . . . . . . . . . . . 253
Member Complaints & Grievances . . . . . . . . . . . . . . . . . . . . . 253
California Quality Improvement Committee . . . . . . . . . . . . . . 253
UnitedHealthOne Individual Plans
Supplement
254
How to Contact UnitedHealthOne Resources. . . . . . . . . . . . . 254
Claims Process . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 255
Member Complaints & Grievances . . . . . . . . . . . . . . . . . . . . . 258
Glossary
261
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