Checking Claims Status | Emergency Care Claims and Payments | Community Care Claims Process | Filing Claims
On January 3, 2018, VA announced a series of immediate actions to improve the timeliness of payments to community providers. The actions will address the issue of delayed payments to create sustainable fixes that solve ongoing payment issues which affect Veterans, community providers and other VA partners.
VA will create rapid response teams to work with the following list of Top 20 providers to reach financial settlement within the next 90 days. VA will continue to work closely with other important partners that have been participating in ongoing claims resolution meetings.
Providers can email questions or inquiries to firstname.lastname@example.org. Providing the following information may help to expedite your request:
- Provider name
- Provider address
- Email address
- Phone number
- Claim number(s), if available
- Desired resolution date, if required
- Taxpayer Identification Number (TIN)
- National Provider Identifier (NPI) number
- Points of contact
- Brief description of the issue
- Have you contacted VA, Health Net or TriWest about this issue before? If yes, when?
- Is this an issue with the Veterans Choice Program (VCP)*, VA Community Care (VACC)**, or a Provider Agreement**?
*If VCP, you would be receiving authorizations and sending claims to TriWest or Health Net.
**If VACC and/or Provider Agreements, you would be receiving authorizations and sending claims directly to your local VA medical center (VAMC).
|HCA||Florida; Texas; Louisiana; Colorado; South Carolina|
|Adventist Health System||Florida|
|Dignity Health||California; Arizona; Texas|
|Bay Care Health System||Florida|
|Cape Fear Valley Health System||North Carolina|
|Tenet Health||California; Texas|
|Carolinas Healthcare System||North Carolina|
|University of Cincinnati Health||Ohio|
|Sanford||North Dakota; South Dakota|
|Universal Health Services||Florida; District of Columbia|
|University of Colorado Health||Colorado|
|Wake Health||North Carolina|
|Mount Carmel Health||Ohio|
Frequently Asked Questions
- How were the Top 20 providers determined?
The Top 20 providers were identified by extracting a list based on the total volume of claims pending as determined by total billed charges, however, VA does not imply reimbursement will be based on billed charges. Providers will be reimbursed according to current regulatory guidance associated with the authorization for care. In addition to the identification of the Top 20 providers, VA is actively working with several large provider networks not listed in the Top 20, but who are national provider networks with independent healthcare providers within their coverage area.
- I have submitted many claims that have been rejected. Why am I not on the Top 20 provider list?
The list of Top 20 providers was based on total claims pending according to billed charges. VA intends on working with all providers to assist with reconciling their accounts receivable associated with traditional referrals, Choice provider agreements, and Third Party Administrator (TPA) Choice claims status. Once VA works through the Top 20 provider list, VA will continue to work with additional providers.
- Why does it matter if care is authorized by VA?
All care must be authorized by VA for payment to be made, to include emergency care. A phone call to schedule an appointment is not considered as preauthorization at this time. Each community provider will receive a written authorization for care authorized by VA.
- How will providers be notified that a rapid response team will be working with us?
VA will reach out to providers and establish a meeting or phone call to discuss the steps necessary to reconcile their accounts receivable and claims status with VA and the Choice Third Party Administrators (TPAs). VA will also provide a timeline on the review process as well as provider education to include differentiation of claim types and authorities.
- What will the rapid response teams accomplish?
The intent of the rapid response team is to expedite assistance with reconciling the provider accounts receivable status, claims status, and provider education on VA referrals, authorizations, and regulatory authorities to provide care in the community.
- What if we can’t reach a financial settlement within 90 days?
VA intends to reconcile a provider’s accounts receivable status within 90 days. However, due to volume of claims outstanding and the issues associated with the claims status, VA and the provider will discuss the reasons for a delay in resolution and will develop a plan with an expected timeline to resolve any outstanding claims issues.
VA has established multiple ways for providers to check the status of their VA claims, including using the VA Vendor Inquiry System (VIS) located at https://www.vis.fsc.va.gov.
To check the status of claims with PC3/Choice vendors, TriWest or Health Net, click on the following links:
Beginning January 9, 2018, in accordance with an amended regulation (Title 38 CFR 17.1005), VA will begin processing claims for reimbursement for reasonable costs that were only partially paid by the Veteran’s other health insurance (OHI). Those costs may include hospital charges, professional fees and emergency transportation such as ambulances.
The amended regulation, published in a Federal Register notice, establishes the methodology VA will use to process and pay these claims. VA will apply the updated regulations to claims pending with the VA on or after April 8, 2016, and to new claims.
Effective immediately, VA will reject claims pending with VA on or after April 8, 2016, and will contact community providers to obtain any additional information needed to review and process the claim. There will be no need to resubmit claims unless a specific request is received from VA.
Claims for emergency treatment, or travel, related to a non-service connected condition provided on or after January 9, 2018, must be submitted within 90 days of the latest: date of discharge; the date of death (if death occurred during treatment or transportation); or the date that all efforts to obtain payment or reimbursement from a third party have been exhausted. The results do not fully eliminate the Veteran’s liability for the emergency treatment or transportation.
VA payment is the lesser of the amount for which the Veteran is personally liable or 70 percent of the applicable Medicare fee schedule amount, excluding copayment, cost share or deductible associated with the Veteran’s OHI. By law, VA cannot reimburse remaining costs such as copayments, cost shares or deductibles associated with a Veteran’s other health insurance.
Providers may call a dedicated hotline at 1-877-466-7124 to speak to customer service representatives specifically about this issue, Monday through Friday, between the hours of 8:00 a.m. to 5:00 p.m. Eastern Standard Time (EST).
Community Care Claims Process — Published October 6, 2017
For programs that file claims directly with VA, instructions and helpful information are listed below:
- Billing Fact Sheet for VA Community Care Programs
A tool to help community providers deliver care through the Veterans Choice Program (VCP), VCP Provider Agreements, Patient-Centered Community Care (PC3), or traditional VA Community Care to submit claims and get paid faster.
- How to File a Claim–Instructions for Providers
Details about the information and documentation needed when filing paper claims, including helpful claim-filing hints. You will also find information for CHAMPVA claims filing and authorization requirements.
- Electronic Claims Information
Contains information about ICD-10, VHA Office of Community Care's National Provider Identifier (NPI) requirements, electronic pharmacy claims and how to register and/or submit an EDI claim to your local VA health care facility.
- Claims Payment Information
Instructions for customers who would like to apply for payment via Electronic Funds Transfer (EFT), information on file changes and updates for current EFT vendors as well as requirements for electronic payments for non-VA community providers.
- Rejected Claims–Explanation of Codes
A list of the top 10 reasons claims are rejected/denied along with additional explanations for the rejections and what a beneficiary/provider needs to do to get the claim processed correctly.