A new and improved ordering process is being phased in via the Provider Portal. These efficiencies will give you more time and bandwidth for what matters most: Providing quality care to people who need your help. You can now process returns and exchanges directly in the Provider Portal under step 9. For exchanges, eligible devices will automatically go through order automation for the new devices.
Go to provider portal trainingWhen fully operational, the new automated process will streamline ordering and improve patient experience. During rollout, you’ll be able to simplify ordering of the most popular form factors.
Once you have a device recommendation for your patient, you’ll enter it in the portal as always
For eligible devices, UnitedHealthcare Hearing authorizes the order and automatically forwards it to the device manufacturer — no need to watch for a PO or place the order yourself
Order status updates including order status and tracking information will be available on the Provider Portal.
Want to know more about the new process? Provider portal training
What is order automation?
Order automation is a new portal enhancement that automatically transmits the orders to the vendor once the opportunity is authorized. Providers will no longer have to place the order on the vendor online portal or call the order in after receiving the authorization.
What products are included with order automation?
The transition to order automation will be a phased rollout. The pilot phase of order automation encompasses the most popular form factors including RICs/RITEs and BTEs with a receiver or slim tube only. More devices (including custom products and RICs/RITEs and BTEs with a custom/specialty mold) will become available in a future phase, and we will be working diligently to add all products to make the process fully operational.
Once all vendors are onboard with order automation for RICs and BTEs, we will start to roll out custom hearing aids and BTE and RIC orders with earmolds.
Which vendors are available for order automation?
UnitedHealthcare Hearing is working with our vendor partners on this project. Manufacturer rollout will be a phased approach.
How do I know if an order has been automatically sent to a vendor?
As soon as you enter the product you wish to order, you will see whether it is enabled for order automation. If your selection is eligible for order automation, once payment has been collected and the opportunity has been authorized, the portal status will change to Order Placed.
Who do I call with a question about order status?
Order updates will appear in the portal under the opportunity. In addition, you can contact the vendor per the original process for order status inquiries.
Who should I contact to modify an order?
Returns and Exchanges are moving to the portal in step 9 and that eligible devices that are chosen for an exchange and meet all other requirements, will go through the order automation process. The paper form for returns and exchanges has been removed from the authorization packet. Please ensure your teams are aware of this update and begin using the Provider Portal for all returns and exchanges moving forward.
Who do I contact with a question about the order automation process?
Contact our Provider Care Team 1-855-523-9355 with questions about the order automation process in the portal.
Are earmolds included with order automation?
Earmolds for RICs/RIEs and BTEs as well as custom instruments will be available via order automation in a future phase. Order those through the existing process of calling the vendor to place the order, or ordering through the vendor online portal.
Why can’t I add a specific product to the opportunity?
The product may not be on the member’s formulary, or the product may not be enabled for the pilot phase of the order automation project.
Now that all vendors are onboard, we are rolling out other phases to the process.
