Important information about utilization management

Our utilization management (UM) decisions are based on the appropriateness of care and service needed as well as the members’ coverage according to their health plan. We do not reward providers or other individuals for issuing denials of coverage, service, or care. Nor do we make decisions about hiring, promoting, or terminating these individuals based on the idea or thought that they will deny benefits. In addition, we do not offer financial incentives for UM decision makers to encourage decisions resulting in underutilization. Our medical policies are available on our provider website.

You can request a free copy of our UM criteria from our Medical Management department. Providers can discuss a UM denial decision with a physician reviewer by calling us toll-free at the numbers listed below. To access UM criteria online, go to our provider website. You can request a peer-to-peer review at 262-523-2425.

We are staffed with clinical professionals who coordinate our members’ care and are available 24/7 to accept precertification requests. Secured voicemail is available during off-business hours. A clinical professional will return your call within the next business day. Our staff will identify themselves by name, title, and organization name when initiating or returning calls regarding UM issues.

You can submit precertification requests by:

• Phone: 855-558-1443
• Fax: 800-964-3627

Have questions about utilization decisions or the UM process?

Call our Clinical team at 855-558-1443 Monday through Friday from 8 a.m. to 5 p.m. Central time.

We’re committed to active involvement with our care provider partners and going beyond the contract to create a real impact on the health of our communities. For additional support, visit the Contact Us section at the bottom of our provider website for the appropriate contact.