July 15, 2021
Upcoming Changes to HPP’s Claims Call Center
As you are aware, Health Partners Plans (HPP) migrated to a new claims platform starting in Fall 2019 and ending in Fall 2020. The transition went very well and HPP is already benefiting from efficiencies of a state-of-the-art claims platform.
To align these efficiencies in our front-end claims processing, HPP is making changes to our Provider Services Helpline to help increase efficiencies to back-end claim questions and claim reconsiderations. Effective August 2, 2021, HPP will consolidate functions within our Provider Services Helpline to answer questions regarding claims processing and to assist in the reconsideration of an already processed claim.
Please note the following changes for this new consolidated function:
- There will no longer be a limit on the number of claims a representative can assist providers with during a call.
- All claims that require reprocessing will be done offline; claims will not be reprocessed while you are on a call with an HPP representative. In most cases, if a claim requires reprocessing, it will be completed in time for the very next payment cycle.
During the transition to this new functionality, you may experience a slight increase in wait times to speak to a representative. HPP recommends utilizing HP Connect, our provider portal, to get answers quickly to your claim questions. Visit HPPlans.com/portals to access HP Connect.
If you have any questions, please contact our Provider Services Helpline at 1-888-991-9023, Monday – Friday, 9 a.m. – 5:30 p.m.