How to File a Claim–Instructions for Providers
For the Patient-Centered Community Care (PC3) network and the Veterans Choice Program (VCP) administered by VA contractor, TriWest, claims are submitted to and paid by the contractor. You can find specific instructions and contact information on the TriWest Claims and Reimbursement Quick Reference Guide. For programs that file claims directly with VA, instructions and helpful information are listed below.
Health Net Federal Services Contract Close Out – Filing Deadline Extended
Health Net Federal Services (Health Net) was a Third-Party Administrator for the VA PC3 and the VCP community provider networks. Health care provided to Veterans through Health Net ceased in June 2018 and VA’s contract with Health Net ended on September 30, 2018. VA has reached an agreement with Health Net to extend the final date for filing claims to March 26, 2019. Originally, community providers were required to file claims within 180 days of health care delivery.
To meet the extended deadline, community providers must file initial claims for Health Net-authorized services with Health Net by March 26, 2019.
HNFS Stopped Accepting Medical Documentation on January 1, 2019
Health Net Financial Services, LLC (HNFS) stopped accepting faxed medical records effective January 1, 2019; their medical documentation fax line was deactivated. From that point forward, community providers are to send medical records to the referring VA Medical Center (VAMC). For more information, view the Medical Documentation Update on the HNFS website or call the HNFS Provider Service Line.Medical Documentation Update
If you have questions and would like more information, please call the Health Net provider service line or visit the Health Net website.
HNFS website: https://www.hnfs.com/go/VA
We accept paper claims, but the turnaround time to payment is, on average, an additional 20 days. Claims submitted by the provider must include an itemized billing statement. This can be submitted on a CMS‑1500 form or UB‑04 form. The following information must be provided:
- Full name, address, National Provider Identifier (NPI), and tax ID number of the provider
- Address where payment is to be sent
- Address where services were provided
- Provider professional status (doctor, nurse, physician assistant, etc.)
- Specific date of each service provided. Date ranges are acceptable only when they match the number/units of services
- Itemized charges for each service
- Appropriate code (ICD-10, CPT, HCPCS) for each service
Additional information that may be needed includes:
- If other health insurance was billed, provide a copy of the explanation of benefits (EOB) detailing what was paid. Please include a copy of the reverse side of the EOB if a definition/explanation of the codes is listed on the back.
- Medical records or notes must be submitted with the bill in some cases such as skilled nursing, home health, physical therapy, specialized testing, and some surgical procedures.
- An authorization number for preapproved services is required on all Electronic Data Interchange (EDI) and paper claim submissions. This additional claim data will allow for increased claim adjudication automation which will enable faster claims processing. Please begin adjusting processes/systems now as noncompliance after June 2019 will result in claim rejection.
(NOTE: This requirement does not pertain to VA family member programs, CHAMPVA and the Spina Bifida Healthcare Benefits Program.)
- For paper claims, include the following information in field 23 on a HCFA 1500 or field 63 on a UB-04.
Where to Mail Paper Claims
For community care provided to a Veteran, refer to the claim filing instructions that were included in the authorization document you received to provide the care.
For other Veterans Health Administration (VHA) Office of Community Care (OCC) programs, see the Contact Us page which includes contact information and mailing addresses for:
- Civilian Health and Medical Program of the Department of Veterans Affairs (CHAMPVA)
- Children of Women Vietnam Veterans Health Care Benefits Program (CWVV)
- Foreign Medical Program (FMP)
- Indian Health Services/Tribal Health Reimbursement Agreements Program
- Spina Bifida Health Care Benefits Program
- State Home Per Diem Program
The VHA OCC began accepting HIPAA-compliant, electronic 837 Institutional, Professional, and Dental claims on October 16, 2003. Using this service, doctors, dentists, hospitals, and other medical service providers can cut claims processing time by weeks. You must submit electronic claims through our clearinghouse, Change Healthcare (formerly Emdeon Inc.).Electronic Claims Information Paper to Electronic Claims Transition
When submitting pharmacy claims on paper, an invoice/billing statement that includes the following information is required for us to process the claim:
- Name, address, and phone number of the pharmacy
- Name of prescribing physician
- Name, strength, and quantity for each drug
- National Drug Code (NDC) for each drug
- Charge for each drug
- Date prescription was filled
Electronic pharmacy claims should be submitted through OptumRx (formerly Catamaran). The claims should be submitted using the following information:
BIN: 610593 | PCN: VA | GROUP: HAC
OptumRx Pharmacy Contacts
OptumRX beneficiary help desk:
If a beneficiary or authorized representative needs assistance from OptumRx, please call this number. This is also the number to call to order a pharmacy card.
OptumRx pharmacy help desk:
This number is for pharmacists who have questions or need assistance from OptumRx.
OptumRx website: https://vahac.rxportal.sxc.com/rxclaim/VAH/index.html
Claim Filing Requirements for CHAMPVA
By law, CHAMPVA is always the secondary payer except to Medicaid, Indian Health Services, State Victims of Crime Compensation, and supplemental CHAMPVA policies. If the patient has Other Health Insurance (OHI) coverage, the OHI should be billed first. A claim can then be sent to CHAMPVA, with the Explanation of Benefits (EOB) from the other insurer.
CHAMPVA Preauthorization Requirement
The only preauthorization requirements for CHAMPVA are for:
- Organ and bone marrow transplants
- Dental care
- DME worth more than $2000, and
- Most mental health or substance abuse services
Additionally, some payments are made based on specific clinical guidelines. Two common examples are breast reduction and weight reduction surgical procedures.
Please check the CHAMPVA Guide for a complete listing of preauthorization services and supplies.
CHAMPVA Claims and Eligibility Status
You can check the eligibility status of a CHAMPVA beneficiary or the status of a claim payment 24 hours-a-day through our Interactive Voice Recognition (IVR) system. Please have the beneficiary's Social Security number and your tax ID number available when calling.
Interactive Voice Recognition System: 800-733-8387
- Provider Payment Information
- Helpful Claim Filing Hints for Providers
- Billing Fact Sheet for VA Community Care Programs
- CHAMPVA–Information for Providers
- Rejected Claims
A list of the top 10 reasons claims are rejected/denied along with additional explanations of the rejection codes and what a beneficiary/provider needs to do to get the claim processed correctly.
- Provider Resources
More information and tools including how to conduct business with the VHA Office of Community Care and the programs it administers.