Major insurer changing virtual card payment process for Medicaid members in seven states

UnitedHealthcare (UHC) has announced it will no longer mail virtual card payment (VCP) statements to most network medical health care professionals.

Beginning Nov. 3, the statements can be accessed electronically. This change affects those who serve UHC Community Plan (Medicaid) members in the following states: 

• Michigan
• Minnesota
• Missouri
• North Carolina
• Ohio
• Rhode Island
• Texas

The change does not impact those who use the Automated Clearing House (ACH), receive paper checks or receive ERA/835s. Physician practices that use an outside vendor, such as a revenue cycle management company or lockbox service, should ensure they’re aware of the changes and digital workflow options.

Physician practices can access VCP statements in UHC’s Document Library by signing into UHCprovider.com. In the portal menu, select “Documents & Reporting, Document Library.” Then, select the “Payment Documents” folder. When new letters are available in Document Library, UHC will send an email notification to the address on file, which is typically the Primary Access Administrator. Users who don’t have a One Healthcare ID can visit UHCprovider.com/access to get started.

UHC says the administrator can now also give others the ability to edit email notification preferences in the Document Delivery Settings section of the portal. The company recommends checking Document Library regularly for new letters documents and actions needed. Document Library notifications are limited to one email address per letter type. If multiple staff members require notification, the Primary Access Administrator can consider using a group email address. Physician practices can learn more about updating email notifications by reviewing UHC’s Profile & Settings interactive guide.  

For help accessing the portal, changing notification preferences and technical issues, contact UHC Web Support at providertechsupport@uhc.com or 866-842-3278, option 1, from 7 a.m. to 9 p.m. CT, Monday through Friday. Practices can also contact UHC Provider Services at 877-842-3210, TTY/RTT 711, from 7 a.m. to 5 p.m. CT, Monday through Friday.

— Brennan Cantrell, AAFP Commercial Health Insurance Strategist

Posted on Oct. 19, 2023