Medical Billing Forum

Starting a Medical Billing Business => Starting Your Own Medical Billing Business => Topic started by: williamportor on January 08, 2015, 03:27:11 PM

Title: United Health Care
Post by: williamportor on January 08, 2015, 03:27:11 PM
Perhaps someone could help me. I submitted 2 claims with United Healthcare with service dates of 7/18/14 and 9/3/14. my Dr. client has not been paid due to the fact United keeps sending the payments to his old address (which is now a vacant lot), United's demographics dept. and claims dept. (which seems to be located In India) has done nothing to correct this issue, despite the fact we've sent change of address requests via fax, letter, and e mail 8 times since July/14, and though United says they've changed the address in their system, they still send payments to the old address. These checks sit in the USPS system, and are finally returned to United, and the process starts again. The last claim sent 12/14 was once again sent to the wrong address, when I called the claims dept. they said the old address was "the information on the claim" I've printed out the HCFA, and that's simply not true. It's becoming clear that United simply does not care about this, and has no interest in processing and sending these claims correctly. I've spoken to several folks from United in the USA, and they tell me that my situation can only be handled by their claims dept. (India of course!) I've spent many hours on the phone with these 2 claims, but can't get United to cooperate. I don't want to tell me Dr. Client that I don't know what to do, but....I really don't! Any suggestions would be appreciated >:(
Title: Re: United Health Care
Post by: PMRNC on January 08, 2015, 05:55:43 PM
Did you do and document a change in your W9?  I've found this to be the MOST reliable way of getting a payor to change this.
Title: Re: United Health Care
Post by: Michele on January 08, 2015, 08:59:01 PM
We have had trouble with UHC and addresses too but we have been able to get them to fix the issue.  You can always file a complaint with the DFS.  In NY it is easy, an online form.  Linda is right, W9 is needed with the request to change the address.
Title: Re: United Health Care
Post by: kristin on January 08, 2015, 10:11:19 PM
Agree with everyone that a W-9 with correct address needs to be on file with UHC. One other suggestion...sign up to receive EFT payments directly into doctor's bank account, if that is an option.
Title: Re: United Health Care
Post by: williamportor on January 09, 2015, 05:13:59 AM
Did you do and document a change in your W9?  I've found this to be the MOST reliable way of getting a payor to change this.

Yes, in fact a copy of the the W-9 was sent to United along with the change of address requests (all 8 of them)
Title: Re: United Health Care
Post by: dekenn on January 09, 2015, 10:14:30 AM
Are you sending the claims electronically? Is it possible that the clearinghouse is still showing the old address? Just a thought..