Members have the right to appeal the determination of any denied services or claim by filing an appeal with us. Timeframes for filing an appeal vary depending on applicable state or federal requirements.
We maintain a system of logging, tracking and analyzing issues received from members and care providers. We use the information to measure and improve member and care provider satisfaction.
This system helps us fulfill the requirements and expectations of our members and our network care providers. In addition, it supports compliance with CMS, the NCQA, The Joint Commission, and other accrediting and/or regulatory requirements.
We acknowledge and enter all written complaints into the complaint database. If we identify a potential quality of care issue within the complaint (using pre-established triggers), we forward the case to the Quality of Care Department to investigate. If the complaint involves an imminent and serious threat to the member’s health, the case is referred on to the Quality Intervention Services for immediate action. We identify and request relevant medical records and information needed to resolve quality of care investigations. We use the results to assign severity levels and data collection codes. This helps us objectively and systemically monitor, evaluate and improve the quality and safety of clinical care and quality of service provided to our members.
We track and trend care provider complaints and use the information during their recredentialing. We conduct an annual analysis of the complaint data to look for opportunities for improvement. Care provider and member complaints are important to the recredentialing process because they help us attract and retain care providers, employer groups and members.
Network care providers are required to:
Respond to our requests for proof of claim payment or a copy of the pre-service authorization of overturned appeals: expedited appeals, within two hours, standard appeals, within 24 hours (no exceptions or delays due to weekend or holidays). Timeframes apply to every calendar day of the year.
Members may use a UnitedHealthcare West Grievance Form to file their grievance. We do not delegate authority or responsibility for processing member grievances, appeals or complaints to our network care providers. However, we do require our network care providers help resolve grievances, appeals or complaints.