[HEALTH.MIL] West Region Experiencing High Call Volume & West Region Transition

  • From: HEALTH.MIL@xxxxxxxxxxxxx
  • To: <HEALTH.MIL@xxxxxxxxxxxxx>
  • Date: Thu, 4 Apr 2013 16:59:25 -0500

NOTICE:  Below listed messages are forwarded for the information of TRICARE West
Region beneficiaries in the following states:

Alaska, Arizona, California, Colorado, Hawaii, Idaho, Iowa (excluding Rock
Island Arsenal area), Kansas, Minnesota, Missouri (except the St. Louis area),
Montana, Nebraska, Nevada, New Mexico, North Dakota, Oregon, South Dakota, Texas
(the southwestern corner, including El Paso), Utah, Washington and Wyoming.

%%%%%%%%%%%%%%%%%%%%%%%%%


West Region Experiencing High Call Volume 
4/2/2013 

FALLS CHURCH, Va. - On April 1, 2013, UnitedHealthcare Military & Veterans took
over health care delivery in the 21-state TRICARE West Region. Since then,
UnitedHealthcare experienced a very high volume of phone calls to its customer
service lines, and high use of its new web portal by both beneficiaries and
providers. 

Many of the questions have dealt with how the contract transition affects
beneficiaries, or sought information about health care benefits. Remember, even
though there is a new regional health care contractor, the TRICARE benefit
remains unchanged. A few additional things to remember about referrals,
authorizations and transition: 

  . TriWest Healthcare Alliance authorizations are good until the end date or
May 30, 2013, whichever comes first

  . TriWest maternity care authorizations are good for 312 days after the start
date; the May 30, 2013 end date doesn't apply
 
If a beneficiary needs care beyond May 30, they should ask their provider to
submit a new referral for an authorization review and determination. And
remember, in an emergency, call 911 or go to the nearest emergency room
immediately.
 
UnitedHealthcare appreciates beneficiaries' patience in accessing these services
during this busy initial period, and wait times are continuing to decrease each
day. TRICARE and UnitedHealthcare hope beneficiaries and providers will continue
to check back through UnitedHealthcare's extended call center hours of service
from 7 a.m. to 7 p.m. across all West Region time zones.
 
For more information please read below listed message or go to
www.tricare.mil/westtransition.


%%%%%%%%%%%%


West Region Transition 
======================
April 1, 2013 was the first day of health care delivery for UnitedHealthcare
Military & Veterans' in the TRICARE West Region. UnitedHealthcare experienced
very high volumes of phone calls and high use of its new web portal by
beneficiaries and providers inquiring about the contract transition and seeking
information about health care benefits. 

UnitedHealthcare appreciates patience in accessing these services during this
busy initial period. We hope that you will continue to check back through
UnitedHealthcare's extended call center hours of service from 7 a.m. to 7 p.m.
across all West Region time zones.
 
All beneficiaries in the West Region should have already received a Welcome
Packet from UnitedHealthcare. As the West Region contractor, UnitedHealthcare
will:

  . Manage the West Region Provider Directory 

  . Operate TRICARE Service Centers 

  . Operate toll-free customer service call centers (1-877-988-9378) 

  . Manages enrollment, authorization and claims processing for: .TRICARE Prime 

  . TRICARE Prime Remote 

  . TRICARE Standard and Extra 

  . TRICARE Reserve Select 

  . TRICARE Retired Reserve 

  . TRICARE Young Adult 

  . Distribute marketing and educational materials 

You will work closely with UnitedHealthcare on many issues, such as enrollment,
referral and prior authorization requests, claims processing and customer
service. Register online at www.uhcmilitarywest.com to track referrals,
authorization, claims and much more.
 
UnitedHealthcare will not provide customer service or support for TRICARE For
Life (TFL), the US Family Health Plan or for pharmacy or dental benefits.
Welcome Packets were sent to TFL beneficiaries as an announcement of a change in
TRICARE in the West Region, but no action is required. WPS continues to serve as
the TFL contractor, providing assistance with claims and customer service. If
you have questions, contact WPS at 1-866-773-0404 or on their web site at
www.tricare4u.com.


-------
SOURCE:  TRICARE News Releases at
http://www.tricare.mil/Welcome/MediaCenter/News/Archives.aspx






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