Welcome and Key Contacts - Quality Health Insurance ... and Key Contacts – Chapter A Welcome and Key Contacts A.2 Welcome A.3 Provider OnLine A.4 UPMC Health Plan Website A.5 How

Welcome and Key Contacts – Chapter A

Welcome and Key

Contacts

A.2 Welcome

A.3 Provider OnLine

A.4 UPMC Health Plan Website

A.5 How to Use This Manual

A.7 Key Contacts

A.8 Table A1 - UPMC Health Plan (Commercial)

A.10 Table A2 - UPMC for Kids (CHIP)

A.12 Table A3 - UPMC for You (Medical Assistance)

A.22 Table A4 - UPMC for Life (Medicare)

A.24 Table A5 - UPMC Medicare Special Needs Plans (SNP)

A.26 Table A6 - Other Program and Government Contacts

A.27 Table A7 – UPMC Health Plan Behavioral Health Services (BHS)

A.30 Table A8 – UPMC Community HealthChoices (CHC)


UPMC Health Plan www.upmchealthplan.com © 12-1-17 All rights reserved.

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Welcome Welcome to UPMC Health Plan, a provider-led health plan committed to quality coverage for its

members and employer clients.

Guided by the principle of treating others as we want to be treated, UPMC Health Plan’s goal is

to be the nation’s best service-centered health benefits company, providing the highest quality

products at an affordable price to families, individuals, and employers.

We pledge to satisfy customers, grow membership, control expenses, and improve the health of

people living in the communities we serve.

UPMC Health Plan was founded as a provider-led managed care organization. As such, UPMC

Health Plan has never placed barriers between doctor and patient. We consider the providers in

our network to be leaders in the quality of care they provide. Our goal as a health insurer is to

work with our providers to make sure our members get regular preventive care and quality

medical care, as well as to reduce unnecessary medical procedures.

To that end, this document is intended to serve as the main resource for information about

UPMC Health Plan’s products, services, and claims processes, and as a reference for providers

when questions arise. If certain situations require further explanation, providers should call

Provider Services from 8 a.m. to 5 p.m., Monday through Friday, at the following numbers:

UPMC Behavioral Health Services (BHS) 1-866-441-4185

UPMC Community HealthChoices 1-844-860-9303

UPMC for Kids (CHIP) 1-800-650-8762

UPMC for Life (Medicare) 1-877-539-3080

UPMC for You (Medical Assistance) 1-866-918-1595

UPMC Health Plan (Commercial) 1-866-918-1595

UPMC Medicare Special Needs Plans (SNP) 1-800-606-8648

Other help, including provider network directories, is also available online at

www.upmchealthplan.com.

http://www.upmchealthplan.com/

http://www.upmchealthplan.com./



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Provider OnLine Provider OnLine can significantly reduce the number of telephone calls providers need to

make to UPMC Health Plan, thereby reducing the time it takes to perform daily tasks.

This secure online service allows providers to check member eligibility and benefits, submit

claims for reimbursement, check on the status of a claim, and send and receive messages to

communicate with UPMC Health Plan personnel.

You can access Provider OnLine from www.upmchealthplan.com/providers. Enter your user

ID in the provider log-in box. If you do not have a Provider OnLine account, your practice

online account administrator will help you gain this access. (Note: the Online account

administrator is the individual within a practice who manages all Provider Online security and

access). If you do not have an Online account administrator, complete the first-time user

registration at:

https://upmchealthplan.upmc.com/WebPortals/Requests/SecurityRequest.aspx.

To view information about an eligible member, providers need one of the following:

• Member’s full name

• Member’s Social Security number

• Member’s identification number

The database shows the member’s specific benefits, including riders, and the date such

benefits became effective.

Physicians also can request authorization to prescribe certain medications.

UPMC Community HealthChoices Home and Community Based Services providers can

access Provider OnLine to check member eligibility and benefits but claims submission will

occur in HHAeXchange.


http://www.upmchealthplan.com/providers

https://upmchealthplan.upmc.com/WebPortals/Requests/SecurityRequest.aspx



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UPMC Health Plan Website

UPMC Health Plan’s website is located at www.upmchealthplan.com.

Physicians and other providers can find the following information on UPMC Health Plan’s

website:

• Clinical practice guidelines

• Member benefit plans

• News and announcements

• Policies

• Provider directory (hard copy or CD available upon request)

• Provider information (links to various other UPMC Health Plan documents for

providers)

• Provider manual (hard copy or CD available upon request)

• Provider news

• UPMC Health Plan annual report

• Wellness information





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How to Use This Manual This manual provides physicians, hospitals, long-term service and support providers, and

other health care practitioners/providers in the UPMC Health Plan* network with a succinct,

easy-to-use guide to UPMC Health Plan’s business and medical management practices. This

manual directs users to important information through text call-out boxes. Samples of the call-

outs include:

Key Points

Key Points are major highlights about a particular topic. These points are listed in bullet form

for easy readability.

This chapter includes a list of Key Contacts. Throughout this manual there are important

phone numbers and addresses, all of which are printed in bold-face type.

This manual contains a dual-definition glossary. All terms include a common language

definition, and some may include a regulatory definition. Regulatory definitions are required

by regulatory and other government agencies and are standard to the insurance industry,

including UPMC Health Plan.

See Glossary and Abbreviations, Chapter K.

Closer Look at (Subject)

A Closer Look provides additional information about a topic, such as an

important phone number, address, or useful fact.

Alert

An Alert draws attention to critical information.




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UPMC Health Plan will update this manual and post revisions as needed. The bottom of each

page indicates the copyright date and the edition to indicate the timeliness of the information.

Closer Look at UPMC Health Plan*

*The term UPMC HEALTH PLAN collectively refers to UPMC Health Plan

Inc., UPMC Health Benefits Inc., UPMC Benefit Management Services Inc.,

UPMC Health Network Inc., UPMC Health Options Inc., UPMC Health

Coverage Inc., and UPMC for You Inc.




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Key Contacts

The following tables include all of the important telephone and fax numbers listed in the

UPMC Health Plan Provider Manual. Before calling Provider Services, please have the

following information available:

• Provider’s tax identification (ID) number (preferred) or UPMC Health Plan

provider number

• The member’s identification number

• The phone number of the telephone from which the call is made

Table A1: UPMC Health Plan (Commercial) Contacts

Table A2: UPMC for Kids (CHIP) Contacts

Table A3: UPMC for You (Medical Assistance) Contacts

Table A4: UPMC for Life (Medicare) Contacts

Table A5: UPMC Medicare Special Needs Plans (SNP) Contacts

Table A6: Other Program and Government Contacts

Table A7: UPMC Health Plan Behavioral Health Services (BHS) Contacts

Table A8: UPMC Community HealthChoices (CHC) Contacts




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Table A1: UPMC Health Plan (Commercial) Contacts

Contact Telephone Number

Assist America 1-800-872-1414 (within U.S.)

1-301-656-4152 (outside U.S.)

1-609-986-1234 (inside U.S.)

Behavioral Health Services

UPMC Health Plan Behavioral Health

Services (BHS)

Provider Services

Member Services

1-866-441-4185

1-888-251-0083

Fraud and Abuse Hotline

(for UPMC Health Plan)

1-866-372-8301

TTY: 1-800-361-2629

Health Management & Case

Management

(specialized programs to

improve the health of members)

1-866-778-6073

Fax: 412-454-7552

Laboratory Services

Associated Clinical Laboratories

(Northern Pennsylvania)

1-800-937-8028

Quest Diagnostics, Inc.

(Southern Pennsylvania)

1-800-920-9220

Maternity Program

UPMC Health Plan Maternity

Program

1-866-778-6073

Fax: 412-454-8558

Medical Management

(includes prior authorization and

concurrent review)

1-800-425-7800

Fax: 412-454-2057

Hours: Monday through Friday ,8 a.m. to 4:30 p.m.

UPMC Health Plan (Commercial)

Health Care Concierge Team

1-888-876-2756

TTY: 1-800-361-2629

UPMC Advantage


1-866-353-3598




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Table A1: UPMC Health Plan (Commercial) Contacts (continued)


Pharmacy Services

1-800-979-8762

Fax: 412-454-7722

Express Scripts

(mail order)

1-877-787-6279

Fax: 1-800-636-9494

TTY: 1-800-899-2114

Accredo

(mail order – for specialty medications

only)

1-888-853-5525

Provider Network Management

(for notifying UPMC Health Plan of

provider practice changes)

Fax: 412-454-5664

www.upmchealthplan.com/providers/change.html

Provider Services

1-866-918-1595

Hours: Monday through Friday from 8 a.m. to 5 p.m.

Renal Care

ESRD Care Managers

1-866-778-6073

UPMC Health Plan Web Services

(Web support)

1-800-937-0438

[email protected]

UPMC Health Plan Website www.upmchealthplan.com

UPMC Medical Transport 1-877-521-RIDE (7433)

Vision:

UPMC Vision Care

Member Services

Provider Services

UPMC Vision Advantage

Member Services

Provider Services

1-844-252-0687

1-877-262-7870

1-888-499-6914

1-877-648-9621


http://www.upmchealthplan.com/providers/change.html

mailto:[email protected]




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Table A2: UPMC for Kids (CHIP) Contacts



UPMC Health Plan Behavioral

Health Services (BHS)

Provider Services

1-866-441-4185

Dental – Avesis

Provider Services

Member Services

1-888-209-1243

Fax: 1-866-653-5544 (Secure)

1-888-257-0350

TTY:1-800-361-2629



1-866-372-8301

TTY: 1-800-361-2629


Management

(specialized programs to improve

the health of members)

1-866-778-6073

Fax: 412-454-7552

Laboratory Services

Associated Clinical Laboratories

(Northern Pennsylvania)

1-800-937-8028

Quest Diagnostics, Inc.

(Southern Pennsylvania)

1-800-920-9220

Maternity Program

UPMC Health Plan maternity

program

1-866-463-1462

Fax: 412-454-8558

Medical Management


concurrent review)

1-800-425-7800

Fax: 412-454-2057

Hours: Monday through Friday, 8 a.m. to 4:30 p.m.

UPMC for Kids


1-800-650-8762

TTY: 1-800-361-2629




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Table A2: UPMC for Kids (CHIP) Contacts (continued)


Pharmacy Services 1-800-979-8762

Fax: 412-454-7722

Express Scripts

(mail order)

1-877-787-6279

Fax: 1-800-636-9494

TTY: 1-800-899-2114

Accredo Pharmacy

(mail order – for specialty

medications only)

1-888-853-5525


(for notifying the Health Plan of


Fax: 412-454-5664


Provider Services

1-800-650-8762

1-866-918-1595

Hours: Monday through Friday, 8 a.m. to 5 p.m.



(Web support)

1-800-937-0438

[email protected]


www.upmchealthplan.com

Vision – Envolve

Member Services 1-866-921-7965

Provider Services 1-866-921-7965

TTY: 1-800-361-2629







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Table A3: UPMC for You (Medical Assistance) Contacts


Behavioral Health Services – Managed Care Organizations (BH-MCO)

Community Care Behavioral Health

Organization (CCBHO)

Adams, Allegheny, Berks, Blair, Cameron, Clarion,

Clearfield, Elk, Erie, Forest, Huntingdon, Jefferson,

McKean, Potter, Warren, and York counties.

339 Sixth Avenue

Suite 1300

Pittsburgh, PA 15222

(See listing below for phone numbers by county.)

www.ccbh.com

Magellan Behavioral Health of

Pennsylvania (MBH)

One Bethlehem Plaza

17 West Broad St.

Suite 210

Bethlehem, PA 18018

Lehigh and Northampton counties.


www.magellanofpa.com

PerformCare

8040 Carlson Road

Harrisburg, PA 17112

http://pa.performcare.org

Bedford, Cumberland, Dauphin, Franklin, Fulton,

Lancaster, Lebanon, Perry, and Somerset counties


Value Behavioral Health of

Pennsylvania (VBH)

520 Pleasant Valley Road

Trafford, PA 15085

Armstrong, Beaver, Butler, Cambria, Crawford,

Fayette, Greene, Indiana, Lawrence, Mercer, Venango,

Washington, and Westmoreland counties.


www.vbh-pa.com


http://www.ccbh.com/

http://www.magellanofpa.com/

http://www.vbh-pa.com/



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Table A3: UPMC for You (Medical Assistance) Contacts (continued)


BH-MCO by Counties Member Services

Numbers

Provider Services

Numbers

Adams CCBHO 1-866-738-9849

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-418-0366

Allegheny CCBHO 1-800-553-7499

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-888-251-0087

Armstrong VBH 1-877-688-5969

TTY: 1-877-615-8502

1-877-615-8503

Beaver VBH 1-877-688-5970

TTY: 1-877-615-8502

1-877-615-8503

Bedford PerformCare 1-866-773-7891

TTY: 1-800-654-5984 or

PA Relay 711

1-888-700-7370

Berks CCBHO 1-866-292-7886

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-418-0366

Blair CCBHO 1-855-520-9715

TTY: 1-800-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-418-0366

Butler VBH 1-877-688-5971

TTY: 1-877-615-8502

1-877-615-8503

Cambria VBH 1-866-404-4562

TTY: 1-877-615-8502

1-877-615-8503

Fax: 1-855-439-2447

Cameron CCBHO 1-866-878-6046

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-294-3935

Clarion CCBHO 1-866-878-6046

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-294-3935

Clearfield CCBHO 1-866-878-6046

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-294-3935




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Numbers

Provider Services

Numbers

Crawford VBH 1-866-404-4561

TTY: 1-877-615-8502

1-877-615-8503

Cumberland PerformCare 1-888-722-8646

TTY: 1-800-654-5984 or

PA Relay 711

1-888-700-7370

Dauphin PerformCare 1-888-722-8646

TTY: 1-800-654-5984, or

PA Relay 711

1-888-700-7370

Elk CCBHO 1-866-878-6046

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-294-3935

Erie CCBHO 1-855-224-1777

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-855-892-8495

Fayette VBH 1-877-688-5972

TTY: 1-877-615-8502

1-877-615-8503

Forest CCBHO 1-866-878-6046

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-294-3935

Franklin PerformCare 1-866-773-7917

TTY: 1-800-654-5984 or

PA Relay 711

1-888-700-7370

Fulton PerformCare 1-866-773-7917

TTY: 1-800-654-5984 or

PA Relay 711

1-866-773-7917

Fax: 1-888-296-4002

Fax: 717-671-6522

Greene VBH 1-877-688-5973

TTY: 1-877-615-8502

1-877-615-8503

Huntingdon CCBHO 1-866-878-6046

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-294-3935

Indiana VBH 1-877-688-5969

TTY: 1-877-615-8502

1-877-615-8503

Jefferson CCBHO 1-866-878-6046

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-294-3935




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Numbers

Provider Services

Numbers

Lancaster PerformCare 1-888-722-8646

TTY: 1-800-654-5984 or

PA Relay 711

1-888-700-7370

Lawrence VBH 1-877-688-5975

TTY: 1-877-615-8502

1-877-615-8503

Lebanon PerformCare 1-888-722-8646

TTY: 1-800-654-5984 or

PA Relay 711

1-888-700-7370

Lehigh MBH 1-866-238-2312

TTY: 1-866-238-2313

1-866-780-3368

1-866-542-0299

McKean CCBHO 1-866-878-6046

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-294-3935

Mercer VBH 1-866-404-4561

TTY: 1-877-615-8502

1-877-615-8503

Northampton MBH 1-866-238-2312

TTY: 1-866-238-2313

1-866-780-3368

1-866-542-0299

Perry PerformCare 1-888-722-8646

TTY: 1-800-654-5984 or

PA Relay 711

1-888-700-7370

Potter CCBHO 1-866-878-6046

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-294-3935

Somerset PerformCare 1-866-773-7891

TTY: 1-800-654-5984 or

PA Relay 711

1-888-700-7370

Venango VBH 1-866-404-4561

TTY: 1-877-615-8502

1-877-615-8503

Warren CCBHO 1-866-878-6046

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-294-3935

Washington VBH 1-877-688-5976

TTY: 1-877-615-8502

1-877-615-8503

Westmoreland VBH 1-877-688-5977

TTY: 1-877-615-8502

1-877-615-8503

York CCBHO 1-866-542-0299

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-418-0366




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CONNECT

(early intervention referral service for

children from birth to 5 years)

1-800-692-7288

Statewide Information and Referral helpline

Dental – Avesis

Provider Services

1-888-209-1243

Fax: 1-866-653-5544 (Secure)

Member Services

1-888-257-0474

TTY: 1-800-201-7165

EPSDT

1-866-463-1462



1-866-372-8301

TTY: 1-800-361-2629

HealthChoices Hotline

PA Enrollment Support

1-800-440-3989

TTY: 1-800-618-4225


Management

(specialized programs to improve the

health of members)

1-866-778-6073

Fax: 412-454-7552

Maternity Program

UPMC Health Plan Maternity program

1-866-778-6073

Fax: 412-454-8558




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Medical Assistance Transportation Program (MATP)

County Local Number Toll-Free Number

Adams 717-337-1345 1-800-830-6473

Allegheny 412-350-6100 1-888-547-6287

Armstrong 724-548-3408 1-800-468-7771

Beaver 724-375-2895 1-800-262-0343

Bedford 814-623-9129 1-800-323-9997

Berks 610-921-2361 1-800-383-2278

Blair 814-946-1235 1-800-245-3282

Butler 724-545-3669 1-866-638-0598

Cambria 814-536-9031 1-888-647-4814

Cameron 1-866-282-4968 1-866-282-4968

Clarion 814-226-7012 1-800-672-7116

Clearfield 814-765-1551 1-800-822-2610

Crawford 814-333-7090 1-800-210-6226

Cumberland 717-240-6340 1-800-315-2546

Dauphin 717-232-7009 1-800-309-8905

Elk 1-866-282-4968 1-866-282-4968

Erie 814-455-3330 none

Fayette 724-628-7433 1-800-321-7433

Forest 814-927-8266 1-800-222-1706

Fulton 717-485-0931 1-888-329-2376

Franklin 717-264-5225 1-800-548-5600

Greene 724-627-6778 1-877-360-7433

Huntingdon 814-641-6408 1-800-817-3383

Indiana 724-463-3235 1-888-526-6060

Jefferson 814-938-3302 1-800-648-3381

Lancaster 717-291-1243 1-800-892-1122

Lawrence 724-652-5588 1-888-252-5104

Lebanon 717-273-9328 none

Lehigh 610-253-8333 1-888-253-8333

McKean 1-866-282-4968 1-866-282-4968

Mercer 724-662-6222 1-800-222-8797

Northampton 610-253-8333 1-888-253-8333




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Perry 717-567-2490 1-877-800-7433

Potter 814-544-7315 1-800-800-2560

Somerset 814-445-9628 1-800-452-0241

Venango 814-432-9767 1-877-836-4699

Warren 814-723-1874 1-877-723-9456

Washington 724-223-8747 1-800-331-5058

Westmoreland 724-832-2703

(Urgent care line for rides)

1-800-242-2706

York 717-845-7553 1-800-632-9063




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Medical Management


concurrent review)

1-800-425-7800

Fax: 412-454-2057

Hours:

Monday through Friday, 8 a.m. to 4:30 p.m.

UPMC for You


1-800-286-4242

TTY: 1-800-361-2629

Hours:

7:00 a.m. to 7:00 p.m. - Monday, Tuesday, Thursday, Friday

7 a.m. to 8 p.m. - Wednesday

8:00 a.m. to 3:00 p.m. - Saturday

Office of Medical Assistance

(OMAP) MA Provider

Compliance Hotline

1-866-379-8477

Fax: 717-772-4655

TTY: 1-866-379-8477

Pennsylvania Department of

Human Services (DHS)

General Information

Provider Hotline

Electronic Verification System

1-800-537-8862

1-800-537-8862

1-800-766-5387

Pharmacy Services

1-800-396-4139

Fax: 412-454-7722

Accredo Pharmacy


medications only)

1-888-853-5525




Fax: 412-454-5664


Provider Services

1-866-918-1595


Renal Care

ESRD Care Managers

1-866-778-6073

Special Needs Unit 1-866-463-1462

Hours:

Monday through Friday, 7 a.m. to 8 p.m.

Saturday, 8 a.m. to 3 p.m.





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Transportation Services UPMC

Medical Transportation

1-877-521-RIDE (7433)


(Web support)

1-800-937-0438

[email protected]



Vaccines for Children (VFC) 1-888-646-6864 (to enroll)

Vision – Envolve

Member Services

Provider Services

1-866-458-2138

1-866-458-2138

TTY: 1-800-361-2629






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Closer Look at Health Choices**

**The HealthChoices Program is the name of Pennsylvania's mandatory managed

care programs for Medical Assistance recipients.

The recipients have access to medical care and other appropriate physical health

services, whether the services are delivered on an inpatient or outpatient basis,

through a Physical Health Managed Care Organization. The Department of Human

Services’ Office of Medical Assistance Programs oversees the Physical Health

component of the HealthChoices Program.

Recipients receive behavioral health and/or drug and alcohol services through

Behavioral Health Managed Care Organizations. This component is overseen by the

Department of Human Services’ Office of Mental Health and Substance Abuse

Services.

UPMC for You is one of the Physical Health Managed Care Organizations offered to

recipients in the following zones:

Lehigh Capital

Zone

Adams, Berks, Cumberland, Dauphin, Franklin,

Fulton, Huntingdon, Lancaster, Lebanon, Lehigh,

Northampton, Perry, and York counties

New West Zone Cameron, Clarion, Clearfield, Crawford, Elk, Erie,

Forest, Jefferson, McKean, Mercer, Potter,

Venango, and Warren counties

Southwest Zone Allegheny, Armstrong, Beaver, Bedford, Blair,

Butler, Cambria, Fayette, Green, Indiana, Lawrence,

Somerset, Washington, and Westmoreland counties


http://www.dpw.state.pa.us/dpworganization/officeofmedicalassistanceprograms/index.htm

http://www.dpw.state.pa.us/dpworganization/officeofmentalhealthandsubstanceabuseservices/index.htm




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Table A4: UPMC for Life (Medicare) Contacts

Contact Telephone number


1-301-656-4152 (outside U.S.)

1-609-986-1234 (within U.S.)


UPMC Health Plan Behavioral Health

Services (BHS)

1-866-441-4185


TTY: 1-877-877-3580

Dental – Avesis (select employee group plans ONLY)

Provider Services

Member Services

1-888-209-1243

Fax: 1-866-653-5544 (Secure)

1-888-257-0066

TTY: 1-800-201-7165



1-866-372-8301

TTY: 1-800-361-2629


Management

(specialized programs to improve the

health of members)

1-866-778-6073

Fax: 412-454-7551

Maternity Program

UPMC Health Plan Care Management

1-866-778-6073

Fax: 412-454-8558

Medical Management


concurrent review)

1-800-425-7800

Fax: 412-454-2057

Hours:


Medicare Hotline

(general services)

1-800-MEDICARE (633-4227)

UPMC for Life

Healthcare Concierge Team

1-877-539-3080

TTY: 1-800-361-2629

Case Management 1-866-778-6073

Fax: 412-454-7552




Pag

e23

Table A4: UPMC for Life (Medicare) Contacts (continued)

Contact Telephone number

Pharmacy Services

1-800-979-8762

Fax: 412-454-7722

Express Scripts

(mail order)

1-877-787-6279

Fax: 1-800-636-9494

TTY: 1-800-899-2114

Accredo Pharmacy


medications only)

1-866-848-9870

Fax: 1-888-773-7386

TTY: 1-800-955-8770




Fax: 412-454-8225


Provider Services

1-877-539-3080

1-866-918-1595

Hours:


Renal Care

ESRD Care Managers

1-866-778-6073


(Web support)

1-800-937-0438

[email protected]



UPMC Medical Transport

1-877-521-RIDE (7433)

Vision – UPMC Vision Care

Member Services

Provider Services

1-877-539-3080

1-877-262-7870

TTY: 1-800-361-2629







Pag

e24




1-301-656-4152 (outside U.S.)

1-609-986-1234 (within U.S.)



Health Services (BHS)

1-866-441-4185

TTY: 1-877-877-3580

Dental - Avesis

Provider Services

Member Services

1-888-729-7951

1-866-918-1595

1-800-606-8648

TTY: 1-866-407-8762



1-866-372-8301

TTY: 1-800-361-2629


Management

(specialized programs to improve

the health of members)

1-866-778-6073

Fax: 412-454-7552

Maternity Program

UPMC Health Plan Maternity

Program

1-866-463-1462

Fax: 412-454-8558

Medical Management


concurrent review)

1-800-425-7800

Fax: 412-454-2057

Hours:


UPMC Medicare Special Needs

Plan Health Care Concierge Team

1-800-606-8648

TTY: 1-866-407-8762

Pharmacy Services

1-800-396-4139

Fax: 412-454-7722

Express Scripts

(mail order)

1-888-289-1405

Fax: 1-800-636-9494

TYY: 1-800-899-2114

Accredo Pharmacy


medications only)

1-888-853-5525




Pag

e25


(continued)





Fax: 412-454-5664



1-866-918-1595


UPMC Health Plan Web

Services

(Web support)

1-800-937-0438

[email protected]


www.upmchealthplan.com/snp


Vision – UPMC Vision Care

Member Services

Provider Services

1-800-606-8648

1-877-262-7870

TTY: 1-866-407-8762







Pag

e26

Table A6: Other Program and Government Contacts


Office of the Inspector General

- National Fraud Hotline

1-800-HHS-TIPS (447-8477)

Pennsylvania Department of Health

- Bureau of Managed Care

1-888-466-2787

Pennsylvania Insurance Department

- Bureau of Consumer Affairs

1-877-881-6388

Pennsylvania Medical Society

- Division of Communication

and Public Affairs

1-800-228-7823




Pag

e27

Table A7: UPMC Health Plan Behavioral Health Services (BHS)

Contacts



Health Service Corporate Offices

UPMC Health Plan

U.S. Steel Tower

600 Grant St


Provider Contracting and

Credentialing

Community Care Behavioral Health Organization

(CCBHO)

339 Sixth Avenue

Suite 1300


www.ccbh.com

Provider Voice Line 1-866-441-4185

(24 hours a day, seven days a week)

Provider Fax Line

Authorization Forms

Other Clinical Information

Fax: 1-888-249-5646

Fax: 1-888-251-0087

Member Services

Behavioral Health Case

Management Programs

Behavioral Health UPMC for Kids

(CHIP)

1-888-251-0083

TTY: 1-877-877-3580

1-888-777-8754

1-800-650-8762

All Member Services lines answer 24 hours a day, seven

days a week.

Routine questions are best answered by calling during

business hours: Monday through Friday, 8 a.m. to 5 p.m.

UPMC Health Plan Claims

Department

1-888-876-2756

Fraud and Abuse Hotline Number


1-866-372-8301





Pag

e28


Contacts (continued)


Provider Reference Materials

Behavioral Health Provider

alerts, newsletter articles, and

forms

The Mental Health Medical

Necessity Criteria Set

(utilized by UPMC Health Plan

BHS)

• The Mihalik Group's

Medical Necessity

Manual for Behavioral

Health, Version 6.0.0

• The Chemical

Dependency Medical

Necessity Criteria Sets

Adults

Children and Adolescents

www.upmchealthplan.com/providers/patient_index.html

www.themihalikgroup.com

For password assistance: 1-773-929-1722

Pennsylvania Client Placement Criteria, 2nd edition

Department of Health, Bureau of Drug and

Alcohol Programs

Room 929

Health and Welfare Building


American Society for Addiction Medicine (ASAM),

Patient Placement Criteria (PPC-2R) ASAM

Publications Distribution Center

PO Box 101

Annapolis Junction, MD 20701-0101

1-800-844-8948

www.asam.org


http://www.upmchealthplan.com/providers/patient_index.html

http://www.themihalikgroup.com/

http://www.asam.org/



Pag

e29


Contacts (continued)


Additional Sources to obtain a

copy of the Medical Necessity

Criteria:


Health Services

1-866-441-4185

Representatives are available 24 hours a day, seven days a

week.




Pag

e30

Table A8: UPMC Community HealthChoices Contacts



Community Care Behavioral Health

Organization (CCBHO)

339 Sixth Avenue

Suite 1300


www.ccbh.com

Adams, Allegheny, Berks, Blair, Bradford,

Cameron, Carbon, Centre, Chester, Clarion,

Clearfield, Clinton, Columbia, Elk, Erie,

Forest, Huntingdon, Jefferson, Juniata,

Lackawanna, Luzerne, Lycoming, McKean,

Mifflin, Montour, Monroe, Northumberland,

Pike, Potter, Schuylkill, Snyder, Sullivan,

Susquehanna, Tioga, Union, Warren,

Wayne, Wyoming, and York counties.

(See listing below for phone numbers by

county.)

Community Behavioral Health (CBH)

801 Market Street

Suite 7000

Philadelphia, PA 19107

www.dbhids.org/

Philadelphia

(See listing below for phone number by

county)

Magellan Behavioral Health of Pennsylvania

(MBH)

One Bethlehem Plaza

17 West Broad St.

Suite 210

Bethlehem, PA 18018

www.magellanofpa.com

Bucks, Cambria, Delaware, Lehigh,

Montgomery and Northampton counties.

(See listing below for phone numbers by

county.)



http://www.dbhids.org/

http://www.magellanofpa.com/



Pag

e31

Table A8: UPMC Community HealthChoices Contacts (Continued)

Contact Phone Number


PerformCare

8040 Carlson Road


http://pa.performcare.org

Bedford, Cumberland, Dauphin, Franklin, Fulton,

Lancaster, Lebanon, Perry, and Somerset counties.


Value Behavioral Health of

Pennsylvania (VBH)

520 Pleasant Valley Road

Trafford, PA 15085

www.vbh-pa.com

Armstrong, Beaver, Butler, Crawford, Fayette, Greene,

Indiana, Lawrence, Mercer, Venango, Washington, and

Westmoreland counties.



http://pa.performcare.org/

http://www.vbh-pa.com/



Pag

e32



BH-MCO by Counties Member Services Numbers

Provider Services

Numbers

Adams CCBHO 1-866-738-9849

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-418-0366

Allegheny CCBHO 1-800-553-7499

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-888-251-0087

Armstrong VBH 1-877-688-5969

TTY: 1-877-615-8502

1-877-615-8503

Beaver VBH 1-877-688-5970

TTY: 1-877-615-8502

1-877-615-8503

Bedford PerformCare 1-866-773-7891

TTY: 1-800-654-5984 or

PA Relay 711

1-888-700-7370

Berks CCBHO 1-866-292-7886

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-418-0366

Blair CCBHO 1-855-520-9715

TTY: 1-800-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-418-0366

Bradford CCBHO 1-866-878-6046

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-558-2618

Bucks MBH 1-877-769-9784

TTY: 1-877-769-9785

1-877-769-9779

Butler VBH 1-877-688-5971

TTY: 1-877-615-8502

1-877-615-8503

Cambria VBH 1-866-404-4562

TTY: 1-877-615-8502

1-877-615-8503

Fax: 1-855-439-2447




Pag

e33




Numbers

Provider Services

Numbers

Carbon CCBHO 1-866-878-6046

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-294-3935

Cameron CCBHO 1-866-878-6046

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-294-3935

Centre CCBHO 1-866-878-6046

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-562-2406

Chester CCBHO 1-866-662-4228

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-888-589-6559

Clarion CCBHO 1-866-878-6046

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-294-3935

Clearfield CCBHO 1-866-878-6046

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-294-3935

Clinton CCBHO 1-855-520-9787

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-562-2406

Columbia CCBHO 1-866-878-6046

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-558-2618

Crawford VBH 1-866-404-4561

TTY: 1-877-615-8502

1-877-615-8503

Cumberland PerformCare 1-888-722-8646

TTY: 1-800-654-5984 or

PA Relay 711

1-888-700-7370




Pag

e34




Numbers

Provider Services

Numbers

Dauphin PerformCare 1-888-722-8646

TTY: 1-800-654-5984, or

PA Relay 711

1-888-700-7370

Delaware MBH 1-888-207-2911

TTY: 888-207-2910

1-800-686-1356

Elk CCBHO 1-866-878-6046

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-294-3935

Erie CCBHO 1-855-224-1777

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-855-892-8495

Fayette VBH 1-877-688-5972

TTY: 1-877-615-8502

1-877-615-8503

Forest CCBHO 1-866-878-6046

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-294-3935

Franklin PerformCare 1-866-773-7917

TTY: 1-800-654-5984 or

PA Relay 711

1-888-700-7370

Fulton PerformCare 1-866-773-7917

TTY: 1-800-654-5984 or

PA Relay 711

1-866-773-7917

Fax: 1-888-296-4002

Fax: 717-671-6522

Greene VBH 1-877-688-5973

TTY: 1-877-615-8502

1-877-615-8503

Huntingdon CCBHO 1-866-878-6046

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-294-3935

Indiana VBH 1-877-688-5969

TTY: 1-877-615-8502

1-877-615-8503




Pag

e35

Table A8: UPMC Community HealthChoices (Continued)



Numbers

Provider Services

Numbers

Jefferson CCBHO 1-866-878-6046

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-294-3935

Juniata CCBHO 1-866-878-6046

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-562-2406

Lackawanna CCBHO 1-866-668-4696

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-558-2618

Lancaster PerformCare 1-888-722-8646

TTY: 1-800-654-5984 or

PA Relay 711

1-888-700-7370

Lawrence VBH 1-877-688-5975

TTY: 1-877-615-8502

1-877-615-8503

Lebanon PerformCare 1-888-722-8646

TTY: 1-800-654-5984 or

PA Relay 711

1-888-700-7370

Lehigh MBH 1-866-238-2312

TTY: 1-866-238-2313

1-866-780-3368

1-866-542-0299

Luzerne CCBHO 1-866-668-4696

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-558-2618

Lycoming CCBHO 1-855-520-9787

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-855-345-0901

McKean CCBHO 1-866-878-6046

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-294-3935

Mercer VBH 1-866-404-4561

TTY: 1-877-615-8502

1-877-615-8503




Pag

e36




Numbers

Provider Services

Numbers

Mifflin CCBHO 1-866-878-6046

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-562-2406

Monroe CCBHO 1-866-473-5862

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-652-2405

Montgomery MBH 1-877-769-9782

TTY: 877-769-9783

1-877-769-9779

Montour CCBHO 1-866-878-6046

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-558-2618

Northampton MBH 1-866-238-2312

TTY: 1-866-238-2313

1-866-780-3368

1-866-542-0299

Northumberland CCBHO 1-866-878-6046

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-558-2618

Perry PerformCare 1-888-722-8646

TTY: 1-800-654-5984 or

PA Relay 711

1-888-700-7370

Philadelphia CBH 1-888-545-2600

TTY: 1-888-436-7482

215-413-7660

Pike CCBHO 1-866-473-5862

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-652-2405

Potter CCBHO 1-866-878-6046

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-294-3935




Pag

e37




Numbers

Provider Services

Numbers

Schuylkill CCBHO 1-866-878-6046

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-562-2406

Snyder CCBHO 1-866-878-6046

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-558-2618

Sullivan CCBHO 1-866-878-6046

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-558-2618

Susquehanna CCBHO 1-866-668-4696

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-558-2618

Somerset PerformCare 1-866-773-7891

TTY: 1-800-654-5984 or

PA Relay 711

1-888-700-7370

Tioga CCBHO 1-866-878-6046

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-558-2618

Union CCBHO 1-866-878-6046

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-558-2618

Venango VBH 1-866-404-4561

TTY: 1-877-615-8502

1-877-615-8503

Warren CCBHO 1-866-878-6046

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-294-3935

Washington VBH 1-877-688-5976

TTY: 1-877-615-8502

1-877-615-8503




Pag

e38




Numbers

Provider Services

Numbers

Wayne CCBHO 1-866-878-6046

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-284-9184

Westmoreland VBH 1-877-688-5977

TTY: 1-877-615-8502

1-877-615-8503

Wyoming CCBHO 1-866-668-4696

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-558-2618

York CCBHO 1-866-542-0299

TTY: 1-877-877-3580

Spanish line:

1-866-229-3187

1-888-251-2224

Clinical fax:

1-866-418-0366




Pag

e39



Dental – Avesis


Fax: 1-866-653-5544 (Secure)


TTY: 1-800-361-2629

Vision – Envolve

Member Services


1-866-838-7612

TTY: 1-800-361-2629

Pharmacy Services 1-800-396-4139

Fax: 412-454-7722

Accredo Pharmacy

(mail order – for specialty medications

only)

1-888-853-5525

Community HealthChoices Hotline

PA Enrollment Support

1-800-440-3989

TTY: 1-800-618-4225

Pennsylvania Department of Human

Services (DHS)

General Information

Provider Hotline

Electronic Verification System

1-800-537-8862

1-833-735-4417

1-800-766-5387

Office of Medical Assistance (OMAP)

MA Provider Compliance Hotline

1-866-379-8477

Fax: 717-772-4655

TTY: 1-866-379-8477

DHS Adult Protective Services and

Older Adult Protective Services

Statewide Hotline: 1-800-490-8505

Disability Rights Pennsylvania 412-391-5225 (Pittsburgh Office)

215-238-8070 (Philadelphia Office)

717-236-8110 (Harrisburg Office)




Pag

e40



Medical Management


concurrent review)

1-800-425-7800

Fax: 412-454-2057

Hours:


UPMC Community HealthChoices

Health Care Concierge Team 1-844-833-0523

TTY: 1-866-407-8762




Fax: 412-454-5664



Hours:


Transportation Services UPMC

Medical Transportation

1-877-521-RIDE (7433)


(Web support)

1-800-937-0438

[email protected]

UPMC Health Plan Website www.upmchealthplan.com

www.upmchealthplan.com/chc (Community

HealthChoices site)

UPMC Disabilities Resource Center 412-605-1483

[email protected]

Renal Care

ESRD Care Managers 1-866-778-6073

UPMC Community HealthChoices

Fraud, Waste and Abuse

1-844-881-4143





http://www.upmchealthplan.com/chc




Pag

e41





Adams 717-337-1345 1-800-830-6473

Allegheny 412-350-6100 1-888-547-6287

Armstrong 724-548-3408 1-800-468-7771

Beaver 724-375-2895 1-800-262-0343

Bedford 814-623-9129 1-800-323-9997

Berks 610-921-2361 1-800-383-2278

Blair 814-946-1235 1-800-245-3282

Bradford 570-888-7330 1-800-242-3484

Bucks 215-794-5554 1-888-795-0740

Butler 724-545-3669 1-866-638-0598

Cambria 814-536-9031 1-888-647-4814

Cameron 1-866-282-4968 1-866-282-4968

Carbon 570-669-6380 1-800-990-4287

Centre 814-355-6807

Chester 484-696-3854 1-877-873-8415

Clarion 814-226-7012 1-800-672-7116

Clearfield 814-765-1551 1-800-822-2610

Clinton 570-323-7575 1-800-206-3006

Columbia 1-800-632-9063 1-800-632-9063

Crawford 814-333-7090 1-800-210-6226

Cumberland 717-240-6340 1-800-315-2546

Dauphin 717-232-7009 1-800-309-8905

Delaware 610-490-3960 1-866-450-3766

Elk 1-866-282-4968 1-866-282-4968

Erie 814-455-3330 none

Fayette 724-628-7433 1-800-321-7433

Forest 814-927-8266 1-800-222-1706

Fulton 717-485-0931 1-888-329-2376

Franklin 717-264-5225 1-800-548-5600

Greene 724-627-6778 1-877-360-7433

Huntingdon 814-641-6408 1-800-817-3383

Indiana 724-463-3235 1-888-526-6060

Jefferson 814-938-3302 1-800-648-3381

Juniata 717-242-2277 1-800-348-2277




Pag

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Lackawanna 570-963-6482 None

Lancaster 717-291-1243 1-800-892-1122

Lawrence 724-652-5588 1-888-252-5104

Lebanon 717-273-9328 none

Lehigh 610-253-8333 1-888-253-8333

Luzerne 570-288-8420 1-800-679-4135

Lycoming 570-323-7575 1-800-222-2468

McKean 1-866-282-4968 1-866-282-4968

Mercer 724-662-6222 1-800-222-8797

Mifflin 717-242-2277 1-800-348-2277

Monroe 570-839-8210 1-888-955-6282

Montgomery 215-542-7433 none

Montour 1-800-632-9063 1-800-632-9063

Northampton 610-253-8333 1-888-253-8333

Northumberland 1-800-632-9063 1-800-632-9063

Perry 717-567-2490 1-877-800-7433

Philadelphia 1-877-835-7412 1-877-835-7412

Pike 570-296-3408 1-866-681-4947

Potter 814-544-7315 1-800-800-2560

Schuylkill 570-628-1425 1-888-656-0700

Snyder 1-800-632-9063 1-800-623-9063

Sullivan 570-888-7330 1-800-242-3484

Susquehanna 570-278-6140 1-866-278-9332

Somerset 814-445-9628 1-800-452-0241

Tioga 570-569-7330 1-800-242-3484

Union 1-800-632-9063 1-800-632-9063

Venango 814-432-9767 1-877-836-4699

Warren 814-723-1874 1-877-723-9456

Washington 724-223-8747 1-800-331-5058

Wayne 570-253-4280 1-800-662-0780

Westmoreland 724-832-2703

(Urgent care line for rides)

1-800-242-2706

Wyoming 570-278-6140 1-866-278-9332

York 717-845-7553 1-800-632-9063




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Closer Look at Community HealthChoices**

**The Community HealthChoices Program is the name of Pennsylvania's mandatory

managed care program for Medical Assistance with LTSS recipients and dual eligible

(Medicare and Medicaid) recipients.

The recipients have access to medical care and other appropriate physical health

services, whether the services are delivered on an inpatient or outpatient basis, through a

Managed Care Organization. Recipients evaluated to need nursing facility level of care

also have access to Long-Term Services and Supports (LTSS).

Recipients receive mental health and/or drug and alcohol services through Behavioral

Health Managed Care Organizations. This component is overseen by the Department of

Human Services’ Office of Mental Health and Substance Abuse Services.

UPMC Community HealthChoices is one of the Managed Care Organizations offered to

recipients in the following zones:

Southwest Zone

Beginning 1/1/18

Allegheny, Armstrong, Beaver, Bedford, Blair, Butler,

Cambria, Fayette, Green, Indiana, Lawrence, Somerset,

Washington, and Westmoreland counties

Southeast Zone

Beginning 1/1/19

Bucks, Chester, Delaware, Montgomery and

Philadelphia counties

Remainder of State

Beginning 1/1/20

Adams, Berks, Bradford, Cumberland, Dauphin,

Franklin, Fulton, Huntingdon, Lancaster, Lebanon,

Lehigh, Northampton, Perry, York, Cameron, Carbon,

Centre, Clarion, Clearfield, Crawford, Columbia,

Crawford, Elk, Erie, Forest, Jefferson, Juniata,

Lackawanna, Luzerne, Lycoming, McKean, Mercer,

Mifflin, Monroe, Montour, Northumberland, Pike,

Potter, Schuylkill, Snyder, Sullivan, Susquehanna,

Tioga, Union, Venango, Wayne, Wyoming and Warren

counties



Documents

Welcome and Key Contacts - Quality Health Insurance ... and Key Contacts – Chapter A Welcome and Key Contacts A.2 Welcome A.3 Provider OnLine A.4 UPMC Health Plan Website A.5 How