UnitedHealthcare Community Plan Heritage Health Overview · 2 Doc#: PCA-1-004874-01242017_04262017 Proprietary Information of UnitedHealth Group. Do not distribute or reproduce without

UnitedHealthcare Community Plan Heritage Health Overview

Lancaster Medical Society

2 Doc#: PCA-1-004874-01242017_04262017 Proprietary Information of UnitedHealth Group. Do not distribute or reproduce without express permission of UnitedHealth Group.

Welcome and Agenda

Agenda Presenters

UnitedHealthcare Community Plan of Nebraska

Kim Manning, Director of Marketing and Community Outreach

Clinical Services

Michael Horn, MD, Chief Medical Officer Connie Duncan, Behavioral Health Provider Service

Service Authorization

Michael Horn, MD, Chief Medical Officer Connie Duncan, Behavioral Health Provider Service

Claims and Appeals Jeremy Sand, Director of Network Strategy

Provider Resources Jeremy Sand, Director of Network Strategy

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UnitedHealthcare Community Plan

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Mission and Vision

Our Mission Help People Live Healthier Lives Our Vision To be the premier health care delivery organization in the eyes of our state partners, providing health plans that meet the unique needs of our Medicaid members as well as our members in other government-sponsored health care programs. And to be effective partners with physicians, hospitals and other health care professionals in serving their patients.

Doc#: PCA-1-004874-01242017_04262017 Proprietary Information of UnitedHealth Group. Do not distribute or reproduce without express permission of UnitedHealth Group.

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Our United Culture


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Our Experience and Capabilities

• As a leading health benefits company, we serve the economically disadvantaged, medically underserved and those without employer-funded coverage.

• We provide innovative Medicaid managed care solutions to help make health care more accessible and affordable.

• We deliver local market support for effective care management, strong partnerships, greater efficiency, improved clinical outcomes and adaptability in a changing market.

UnitedHealthcare Community Plan partners with multiple states to operate Medicare plans and deliver Medicaid managed care services.


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Nebraska Health Plan Facts

• UnitedHealthcare has offered health benefit plans to members in Nebraska since 1984. Currently we have more than:

- 428,000 individuals covered in Nebraska - 380 employees and 66 contractors serving the Nebraska market

• UnitedHealthcare Community Plan of Nebraska began serving Medicaid clients in

1996 in three counties and added seven counties in 2010.

• UnitedHealthcare Community Plan of Nebraska has been accredited by the National Committee for Quality Assurance (NCQA) since Aug. 2005.


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Clinical Services

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Person-Centered Care UnitedHealthcare is committed to members at the community level. By focusing clinical and care delivery through a person-centered approach, we address each member’s physical, behavioral and social needs.

➊ Person-centered care - not disease-focused Whole person care is not restricted to a facility, specialist physician, or primary chronic disease.

Integration of medical, behavioral and social care Community based services include social agencies, housing, transportation and employment.

Population segmentation and risk stratification place members into the best care models for their needs. Members with the most complex needs often have multiple conditions, represent a smaller portion of those receiving care and drive most of the costs.

Partnerships with integrated care systems and multi-disciplinary care teams Individuals are served by highly skilled clinicians as well as additional community resources like community health workers, peer support specialists.

Real time data sharing across the care continuum to support better decisions and better outcomes Value-based pricing with providers supports quality outcomes.


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Blended Care Team

Member

The Whole Person Care team reports to one leader. They are supported by

program specialists who can “flex” to quickly address member needs.

Optimal health and well-being Whole person care focuses on maintaining good health by addressing a member’s interconnected physical,

behavioral and social needs.

Care plans also help support the member-care

provider relationship.


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Service Authorization

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Prior Authorization Requirements

• Prior authorizations may be required for some services to meet UnitedHealthcare Community Plan or state requirements.

• After a care provider requests prior authorization, a clinical coverage review will

determine if the service is medically necessary based on evidence-based clinical guidelines.

• The care provider or facility will receive a written decision of clinical coverage

determination based on medical necessity. • If the clinical information submitted does not meet medical necessity guidelines,

the care provider will be offered a peer-to-peer review with the reviewing UnitedHealthcare physician.


Prior Authorization Services • To request authorization, please:

• Call 866-604-3267 • Fax 866-622-1428 • Visit UnitedHealthcareOnline.com > Notifications/Prior Authorization

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• Examples of services requiring authorization include: • Psychological Testing • Electroconvulsive Therapy • Bariatric Surgery • Transplant Services • Assertive Community Treatment (ACT) • Community Support and Psychosocial Day Rehab • Psychiatric Crisis Stabilization Services • Home Health & Hospice • Prescriptions • Inpatient Hospitalization Services • Psychiatric Acute and Sub-Acute Inpatient Care • Psychiatric, Substance Use and co-occurring Adult and Youth Residential Services • Durable Medical Equipment (DME) • Behavioral Health Partial Hospitalization/Day Treatment/Intensive Outpatient • Diagnostic Testing (i.e. Radiology and Cardiology)


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Prescribing Information

Our pharmacy resources include:

• A prior authorization information line. Call Provider Services at 800-310-6826 to speak to the Prescriber Help Desk.

• A Preferred Drug List (PDL) and other resources such as: o Formularies

o Prior authorization lists

o 72-hour emergency drug availability

o Prescriber Reference Guide Visit UHCCommunityPlan.com > For Health Care Professionals > Nebraska > Pharmacy Program tab.


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Claims and Appeal Process

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Claims Submission

• There are several options for submitting claims. • Electronically: We accept several clearinghouses including Web MD

ENVOY, Medavant, and ENSHealth. • Online: Visit UnitedHealthcareOnline.com

• Secure portal to view eligibility, submit prior authorization request and submit claims for Medicaid members

• Paper: Please mail claims to the following address: • UnitedHealthcare • PO Box 31365 • Salt Lake City, UT 84131

• Be sure to include the member’s ID number on claims and use Payer ID number

87726 for all UnitedHealthcare Community Plan claims.

• We will use crossover agreements to pay claims for dual eligible members.


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Electronic Payments & Statements (EPS) • With EPS, you receive electronic funds transfer (EFT) for claim payments and your

EOBs are delivered online. • Lessens administrative costs and simplifies bookkeeping • Reduces reimbursement turnaround time • Funds are available as soon as they are posted to your bank account

• To receive direct deposit and electronic statements through EPS, please enroll at myservices.optumhealthpaymentservices.com with the following information:

• Bank account information for direct deposit • Either a voided check or a bank letter to verify bank account information • A copy of your practice’s W-9 form

• If you are already signed up for EPS, you will automatically receive direct deposit and electronic statements through EPS for UnitedHealthcare Community Plan of Nebraska.

• For more information, please call 866-842-3278, option 5, or go to

UnitedHealthcareOnline.com > Quick Links > Electronic Payments and Statements.


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Appeals Process • Care providers may appeal any decision regarding authorization or provision of

services that may include an adverse determination. • To file an appeal, please call or write the Provider Service Center within 90

calendar days from the date on the Notice of Action. • Phone: 866-331-2243 • Mail: National A&G Service Center P.O. Box 31365 Salt Lake City, UT 84131

• Please submit all comments or documents in writing. • If there is a risk to the patient’s health, please request an expedited appeal

decision for a 72 hour turnaround time. • Provider has a right to receive a copy of the rule used to make the decision


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Provider Resources

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Credentialing

To initiate credentialing for UnitedHealthcare Community Plan Provider Network, please call our automated service line at 877-842-3210.

You’ll need to provide your tax identification number (TIN) or social security number (SSN) and then follow the prompts: Health Care Professional Services > Credentialing > Request for Participation.

If you have specific contracting questions, please contact us:

• For physical health credentialing assistance, call 877-842-3210. • For pharmacy credentialing assistance, call 800-613-3591 or email

[email protected]. • For behavioral health credentialing, call 877-614-0484 or visit providerexpress.com. • For Council for Affordable Quality Healthcare (CAQH) assistance, please call 888-

599-1771 or email [email protected].


mailto:[email protected]


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Contracting

If you have specific contracting questions, please contact us:

• For physical health contracting questions, call 866-331-2243. You can also email the

Nebraska contracting team mailbox at [email protected].

• For pharmacy provider questions, call 800-613-3591 or email

[email protected].

• For Behavioral Health Provider questions, please call 877-614-0484 or email the

Nebraska contracting team mailbox at [email protected]. For more information

on the contracting process, visit providerexpress.com.





http://www.providerexpress.com/

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Online Provider Resources

• Link: Your gateway to UnitedHealthcare online tools and resources • Submit claims • Review advance notification • Find prior authorization guidelines • Verify member eligibility

• Sign in to UnitedHealthcareOnline.com to access Link.

• UnitedHealthcare Community Plan • Tools and guides for UnitedHealthcare Community Plan of Nebraska, including:

• Administrative Guide • Reimbursement & Clinical Policies

• Visit UHCCommunityPlan.com > For Health Care Professionals > Select Your State > Nebraska


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Provider Advocates UnitedHealthcare Provider Advocates are your single point of contact across all lines of business and benefit plans to help you resolve issues and work with us more efficiently.

• A UnitedHealthcare navigational specialist

• A product expert • Externally focused – has a direct line of

sight to the challenges experienced by local practices.

• Relationship manager – collaborates and communicates changes in a timely way

UnitedHealthcare

Provider Advocate

Physicians Office Staff


Provider Relations Service Model

Access self-service options available 24 hours a day: Sign in to UnitedHealthcareOnline.com to access Link. Call 866-331-2243 for: • Self-service options • Provider representatives available through Customer Care

Contact the Provider Advocate team at [email protected]

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Self service using Link and UnitedHealthcareOnline.com

Self service using Provider Services

Assisted service from Provider Advocate



Interpreter Services & Language Assistance

• Telephonic interpreters or sign language services are available for members who see a provider who does not speak the same language.

• To arrange for interpreter, translation services or audio format, members can call member services at 800-641-1902.

• We ask members to arrange for translation services at least 72 hours before the appointment. Sign language services require two week’s notice.

• Member materials are available in English and in Spanish.

• Welcome cards are available in 4 additional languages: Arabic, Burmese, Korean and Vietnamese.

25 Doc#: PCA-1-004874-01242017_04262017 Proprietary Information of UnitedHealth Group. Do not distribute or reproduce without express permission of UnitedHealth Group.

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Contacts Name Title Phone Email

Kathy Mallatt Chief Executive Officer 402.445.5591 [email protected]

Michael Horn, M.D. Chief Medical Officer 402.445.5586 [email protected]

Jeanne Cavanaugh, PharmD

Director, Pharmacy 248.331.4277 [email protected]

Adam Proctor, MC, LPC, LIMHP

Behavioral Health Clinical Manager 402.445.5618 [email protected]

Barb Palmer, RN Director, Clinical Services 402.445.5671 [email protected]

Cyndi Margritz, RN Director, Quality 402.445.5526 [email protected]

Jeremy Sand Director, Network Strategy 402.445.5587 [email protected]

Jean Scharfenkamp Mgr., Network Contracting 402.445.5312 [email protected]

Connie Duncan Director, Provider Services 612.632.5349 [email protected]

Alison Scheid Senior Network Manager 612.632.6788 [email protected]

Jim Elliston Chief Financial Officer 402.445.5616 [email protected]

Heather Johnson Health Plan Performance Manager 402.445.5711 [email protected]

Kim Manning Director, Marketing and Community Outreach

402.445.5580 [email protected]

Michael Steere Manager of Provider Service & Advocacy

402.445.5647 [email protected]
















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Thank You

Documents

UnitedHealthcare Community Plan Heritage Health Overview · 2 Doc#: PCA-1-004874-01242017_04262017 Proprietary Information of UnitedHealth Group. Do not distribute or reproduce without