May 21, 2020

Mental Health Resources

Health care professionals can access resources from across UnitedHealth Group to help support their mental and physical well-being during the COVID-19 national public health emergency. Learn more.

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Practice Administration

Last update: May 21, 2020, 9:00 p.m. CDT

The information and self-service tools on this page will help you manage your practice administration responsibilities during the COVID-19 national public health emergency period. Please check back often, as any changes or interruptions to standard UnitedHealthcare business practices, processes and policies will be updated here.

Mental Health Resources for Health Care Professionals

To all health care professionals who are caring for sick patients and working around the clock to help find solutions – thank you for all you’re doing. You’re important to us. That’s why we’re gathering resources and support for health care professionals from across UnitedHealth Group to help you focus on, manage and understand your mental and physical well-being during the national public health emergency.

  • Optum brings together resources in loveforthefrontline.com to help you manage your emotional and physical well-being, and resources that can help your community, family and other health care professionals.
  • Sanvello, an app with techniques to help manage stress, anxiety and depression, is offering free premium access during the COVID-19 national public health emergency. For information, visit sanvello.com.
  • The UnitedHealth Group Center for Clinician Advancement, in addition to COVID-19 support resources designed to Help Clinicians Find Joy in Practice, is partnering with OptumHealth Education to offer a series of podcasts designed to help clinicians understand the feelings that they and others may be experiencing during this challenging time.

The podcast hosts also provide strategies for managing both current and long-term mental health needs resulting from the national public health emergency that health care professionals can use to support themselves and their patients.

Understanding and Managing the Effects of COVID-19 on Mental Health:

Part One

Part Two

Part Three

Part Four

If you’d like to view supplemental material or register to receive CE credits for completing the training activity, visit OptumHealth Education.

  • We’re also supporting the organizations and charities that help support you and your colleagues. You can read more about that in our News Releases.

CARES Act Information

Delayed or On Hold Programs

On April 7, 2020, UnitedHealth Group announced that it would accelerate payments and provide other financial support to assist providers in UnitedHealthcare’s Medicare Advantage, Medicaid, and Individual and Group Market fully insured health plans.

For claims submitted on or after April 7, providers may receive payment anywhere from a few days to two weeks earlier than usual. Other financial support currently includes the provision for up to $125 million in small business loans to clinical operators with whom OptumHealth is partnered.

UnitedHealthcare has carefully reviewed its incentive programs and accelerated payments where possible. The incentive payment accelerations may take the form of an additional interim payment; if that happens, a final performance measurement and incentive settlement will still need to take place. If incentive payments are accelerated, these payments could occur as early as mid-April.

More information can be found in UnitedHealthcare’s new release or the Wall Street Journal article about the announcement.

Please follow the existing standard billing guidelines for using the CR and DR modifier codes. There has not been any updated guidance issued by the Centers for Medicare and Medicaid Services (CMS), federal, state or other officials regarding the use of, and accompanying reimbursement for, the CR and DR modifier codes. We are monitoring CMS guidance and federal and state laws and will make adjustments accordingly.

The Testing, Treatment, Coding and Reimbursement section has detailed information about COVID-19-related claims and billing, including detailed coding and billing guidelines. The telehealth services coding guide also shows examples of how services might be reimbursed.

We encourage you to take this time to train additional staff to use our online self-service tools on Link. They’re more important than ever to quickly verify eligibility, submit claims, check claim status, submit prior authorizations or submit claim reconsideration requests. These tools will help create efficiency, support your at-home employees and allow you to spend more time with your patients rather than on the phone.

To use our self-service tools on Link:

  1. If you haven’t used our self-service tools before, you’ll need an Optum ID before you can log in. If you don’t have one, you can get one by completing a registration form.
    • If you already have an Optum ID, you can sign in to Link through UHCprovider.com and click on the Link button in the upper right corner.
  2. Consider adding and training new staff in your office as a back-up. Your office staff can also attend one of our training sessions, which can be helpful for new and current users.
  3. In addition, there are several other helpful guides available to get you started, such as:

Our standard processes, policies and procedures across all network plans and lines of business will continue to apply unless we have communicated a change. Any COVID-19-related changes will be outlined on this site as new information becomes available.

The benefits and processes described on this website apply pursuant to federal requirements and UnitedHealthcare national policy during the COVID-19 national public health emergency period. Additional benefits or limitations may apply in some states and under some plans during this time.

We will adjudicate benefits in accordance with the member’s health plan.

The latest advisories, updates and process changes from state health plans can be found on the UnitedHealthcare Community Plan pages, where you’ll also find links to each state’s resources.

As health care professionals and facilities adjust to the COVID-19 national public health emergency period, use the following guidance to keep your demographic information updated in our systems.

To notify UnitedHealthcare of a new temporary service address:

Facilities – When you submit your change request, specify that the request is related to COVID-19. Please either follow the normal process for submitting demographic changes or send the change to your local network management team. Continue to submit claims using your primary service address, billing address, tax ID number (TIN) and national provider identifier (NPI). Use the place of service that would have been furnished had the service been provided at your primary location.

  • For Non-Delegated Health Care Professionals – Send a request to hpdemo@uhc.com and indicate that the change is related to COVID-19. Continue to submit claims using your primary service address TIN, billing address and NPI number. Use the place of service that would have been furnished had the service been provided at your primary location.

If there is a different TIN and/or billing address for your temporary service address, follow the normal process for submitting demographic changes.

  • For Delegated Medical Groups – Follow the normal process for submitting roster changes and indicate that the change is related to COVID-19.

To notify UnitedHealthcare of a new health care professional joining your medical group during the COVID-19 national public health emergency period:

Please either follow your normal process to submit a request to add a new health care professional to your TIN or contact your network management team. Indicate that the change is related to COVID-19.

To notify UnitedHealthcare of a temporary practice or facility closure:

  • Non-Delegated Health Care Professionals – Send a change request to hpdemo@uhc.com and specify that the change is related to COVID-19. Please include the effective date of the closure.
  • All Other Health Care Professionals and Facilities – Follow your normal process for notifying UnitedHealthcare about demographic changes and indicate the change is related to COVID-19. Please include the effective date of the closure.

We track these temporary closures to help resolve access to care issues for our members. When you return to normal operations, submit another demographic update request with the reopen date.

We will extend timely filing deadlines for claims during the COVID-19 national public health emergency period for Medicare Advantage, Medicaid, and Individual and Group Market health plans. Claims with a date of service (DOS) on or after Jan. 1, 2020 will not be denied for failure to meet timely filing deadlines if submitted through June 30, 2020.

We’re listening.

We’re committed to keeping you up to date on COVID-19 – we’re monitoring your inquiries and working hard to answer your questions. Let us know how we’re doing.

We’ll be making daily updates to this site. Be sure to check back often for the latest information. 

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Disclaimer:

The benefits and processes described on this website apply pursuant to federal requirements and UnitedHealthcare national policy during the national emergency.  Additional benefits or limitations may apply in some states and under some plans during this time.

We will adjudicate benefits in accordance with the member’s health plan.

Medicaid Providers: UnitedHealthcare will reimburse out-of-network providers for COVID-19 testing-related visits and COVID-19 related treatment or services according to the rates outlined in the Medicaid Fee Schedule.