Optum is closely monitoring the COVID-19 situation for providers
Last updated: May 21, 2020
Providers are encouraged to confirm member benefits and coverage provided by their health plan at the time of service due to the rapidly changing situation.
- Optum will review claims that may be impacted by cost-sharing waivers and reprocess them automatically. The provider will not need to request a claim adjustment or appeal.
- Due to the rapidly changing environment around patient cost-sharing waivers, providers may want to allow their claim to be fully processed before collecting any patient cost-sharing responsibility.
See specific policy pages for applicable policy effective dates.
The health of our members and the safety of those who deliver care are our top priorities. We’re taking action and providing resources to support our members and providers during this challenging time.
United Behavioral Health (dba Optum Behavioral Health) and EAP are taking action to ensure health plan members affected by COVID-19 (coronavirus) have the support and resources they need. In order to make it easier for our members to receive appropriate treatment during this challenging time, we are encouraging providers and members to observe social distancing, isolation and quarantine rules as outlined by the CDC. To support this, consistent with an applicable Notice of Enforcement Discretion from the Office for Civil Rights (OCR) at the Department of Health and Human Services (Notice), on a temporary basis, health care providers, qualified and licensed in accordance with applicable regulations, may use audio or video communications technology immediately to deliver telephonic and telehealth care to Optum Behavioral Health plan members in addition to any HIPAA-approved telehealth technology as long as this method will effectively support the behavioral health needs of the individual member.
Similarly, the Substance Abuse and Mental Health Services Administration (SAMHSA) has issued guidance regarding the medical emergency section to 42 CFR Part 2 to ensure that substance use disorder treatment services are uninterrupted during this public health emergency. With respect to the latter, we encourage providers covered by 42 CFR Part 2 to confirm the application of the medical emergency exception, or some other permission, and proceed with the guidance below.
Care providers can connect to the latest Centers for Disease Control and Prevention (CDC) guidance for health professionals, as well as travel advisories from the U.S. State Department. We will continue to add more resources when available.
- FREE COVID-19 Mental Health Resource Hub
- COVID-19 Resources for UnitedHealthcare members
- UnitedHealthcare COVID-19 Provider Resources and Information
- UnitedHealth Group Press Release – What We’re Doing
- COVID-19 Safety Tips
- FAQs - COVID-19 and temporary virtual visit policies (Revised 5/21/2020)
- Optum virtual visit telemental health platform
Taking care of our employees, who serve you every day
Our teams are working hard to serve our members and health care professionals. Due to the increased concerns related to COVID-19 you may experience longer than expected hold times. As a first step we are asking you to access the latest COVID updates and resources at our provider portal at provider express.com to resolve your immediate inquiry. If after utilizing our portal you are unable to resolve your inquiry, please call us back for assistance.
Optum Behavioral Health is not currently experiencing any delays to general business operations such as pre-authorizations, provider service lines or claims and reimbursement and is running at normal capacity and turnaround times. We are continually monitoring this situation and if we experience any disruptions to our normal processes we will communicate updates on Provider Express. We greatly appreciate your patience and understanding as we work through this together.
Optum remains committed to supporting you, our network of behavioral health providers, during this unprecedented and challenging time. We want to thank and commend you all for the difficult work you are doing to support the delivery of care to our members as you also work to ensure your personal safety and wellbeing and that of your loved ones.
We are monitoring the inquires we’re receiving on an ongoing basis and working hard to answer your questions. We will be making frequent updates to this page. Please be sure to check back often for the latest information.
The benefits described within this website describe federal requirements and Optum and UnitedHealthcare national policy. Additional benefits may be available in some states and under some plans.