Claims
True or False - When the insured member is still receiving a bill, and the provider was paid more than 30 days ago you would submit a request for a commitment callback?
True
Where can we find how to send a privacy authorization form?
Request to Authorize A Person (Privacy Authorization)-UHC
What is the provider express telephone number?
What does RX stand for?
Prescription Drugs
What states or areas are not eligible for the UHC Dental Discount program?
Oregon, NY and US Territories
True or False - calls where the insured member or their authorized representative indicates a collection agency is involved should be handled through the claim commitment process.
When a collection agency is involved this does not quality as an eligible claim commitment scenario.
How do you handle the call when its a "bot" calling?
Important: If a call is received from a digital / virtual assistant, staff must ask to speak to a live person. (Eg. "In order to answer your questions we need to speak with a live person).
What does HSID stand for?
Health Safe ID
Where would you refer a caller for information on participating providers in the dental discount program?
If an IM requests assistance locating an in-network provider, access https://member.uhc.com/medsuppdentaldiscount. Enter the zip code under Find a Dentist and click the Find a Dentist button. UHC Dental Discount – Wellness Extras – UHC
What is the turnaround time for a claim commitment callback?
1 to 2 days
When does a provide payment get released?
When Payment Will be Released
The following suggested wording may be used when a provider is asking when payment will be released.
Our mailing times for providers is up to 30 days and is based on state requirements and bundled to be more efficient.
What is the suggested wording when a provider is asking when payment will be released.
Our mailing times for providers is up to 30 days and is based on state requirements and bundled to be more efficient.
What does EFT stand for?
Electronic Funds Transfer
True or False - a member can use the dental discount along with a dental insurance.
New or existing dental insurance and the discount cannot be used at the same time for the same service.
True or False - if the Post Office indicates a new address on the postal sticker, you can update the address in Breeze to the new address?
False - you should NEVER change an address based on the postal sticker
What is the name of the virtual assistant on the PES line?
Avery
How many claims can you look up for provider before transferring them to the PES line?
Handle the inquiry for up to 5 claims, or accounts for eligibility/benefits, per call
What does AARP stand for?
American Association of Retired Persons
What are the UHC Dental Customer Service hours? And how do you handle if you the caller is calling prior to their operating hours?
UHC Dental Customer Service hours are from 7AM to 10PM Central Standard Time (CST), Monday through Friday. If an IM calls between 7AM - 8AM Eastern Time (EST) and 9PM - 11PM EST, they will need to call back during business hours so they can be transferred to Customer Service.
What is the official name of the postal sticker?
Nixie sticker
Where would you find what information you can release to an unauthorized caller?
Privacy Authorization Third Party Caller - UHC
What is the name of the Virtual Assistant on the PES line?
What does NPOP stand for?
Non Payment of Premium
What is considered a Tier 1 call for the Dental Discount plan?
The Optum Customer Service Call Center will take Tier 1 calls, listed below, for the AARP Medicare Supplement UnitedHealthcare Dental Discount Plan.