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Care Provider Best Practices for Paperless Letter Delivery

Care Provider Best Practices for Paperless Letter Delivery
Some care providers love the idea of going paperless and using the letters in Document Vault but they aren’t sure how it can work with their existing processes.

From talking with care providers who have successfully made the transition, we’ve compiled some potential best practices for your consideration.

How will you store the electronic letters and get them to the right person?
The letters in Document Vault are in .PDF format and are organized by letter type and Tax ID number (TIN). They can be downloaded and printed for six months. You may wish to have each person who works with a letter type download their letters to a shared network drive or have one individual download them to assignment folders or route them to the correct people by email.

The Paperless Delivery Options tool is designed to send out daily or weekly notification emails when new letters are posted in Document Vault. The email contains a hyperlink so you can quickly sign in and open Document Vault but it doesn’t contain the actual letter.

By default, notifications for all letter types will be sent to your organization’s Password Owner initially. The Password Owner can change the email address in the Paperless Delivery Options tool on Link.

Notifications for each letter type can be delivered to different email addresses. For example, if you have one person who handles claim reconsideration letters and another who handles requests for additional claim information, each person can receive email notifications for their letter type only.

On the other hand, if you want multiple people to receive notifications, there’s at least two different ways to do that. Outlook and other email service providers typically allow you to:

a.     Set a rule that automatically forwards emails to your team, or

b.     Create one or more group mailboxes and give access to the people who handle certain letter types. Then, enter the group mailbox email addresses into the Paperless Delivery Options tool.

Instead of reacting to an email notification, create a standard practice of having your team check Document Vault regularly (daily or weekly) for new letters so they can take action quickly as needed.

If you don’t want to see the email notifications at all, you may be able to set up a rule that will deliver them directly to your email trash.

Access Delegation

Perhaps you use a Business Associate to process and route your mail into work queues. You could delegate access to Link and Document Vault so they can download and route the digital letters instead of the mail. If your Business Associate already has an Optum ID, your Password Owner could grant them multi-TIN access. If they don’t have an Optum ID then they can register for one using their TIN (your Password Owner would still need to provide them access).

Every health care organization is different and has different systems and processes to protect the privacy of their patient’s information. You can modify the above options to make them work for your organization and take advantage of paperless delivery.

For any questions related to Link, please call the UnitedHealthcare Connectivity Helpdesk at 866-842-3278, option 1, from 7 a.m. to 9 p.m. Central Time, Monday through Friday.

Insurance coverage provided by or through UnitedHealthcare Insurance Company, All Savers Insurance Company, Oxford Health Insurance, Inc. or their affiliates. Health Plan coverage provided by UnitedHealthcare of Arizona, Inc., UHC of California DBA UnitedHealthcare of California, UnitedHealthcare Benefits Plan of California, UnitedHealthcare of Colorado, Inc., UnitedHealthcare of Oklahoma, Inc., UnitedHealthcare of Oregon, Inc., UnitedHealthcare of Texas, LLC, UnitedHealthcare Benefits of Texas, Inc., UnitedHealthcare of Utah, Inc. and UnitedHealthcare of Washington, Inc., Oxford Health Plans (NJ), Inc. and Oxford Health Plans (CT), Inc., or other affiliates. Administrative services provided by United HealthCare Services, Inc., OptumRx, OptumHealth Care Solutions, Inc., Oxford Health Plans LLC or their affiliates. Behavioral health products are provided by U.S. Behavioral Health Plan, California (USBHPC), United Behavioral Health (UBH) or its affiliates.