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OfficeLink Updates™

March 2025

Find updates on important changes to plans and procedures, behavioral health topics, drug lists, Medicare information and state-specific details.

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New for New York members

Introducing Aetna Medicare Assure Plus. This Medicare Advantage HMO D-SNP plan integrates Medicare and Medicaid benefits to streamline care for dual-eligible members in Kings County.

Featured this quarter Update to our Aetna Virtual Assistant

 

Find out more about the changes we’ve made to improve your experience.

 

We’re delighted so many of you continue to use the Aetna Virtual Assistant to check the status of precertification requests or if precertification is required. We’d like to thank those of you who’ve left feedback on our Virtual Assistant. We listen to all comments and make regular changes to ensure you’re happy with it.

 

We’ve streamlined call content

 

We’ll ask you fewer questions, but we’ll still provide the same level of service you’ve come to expect. When you spend less time interacting with our Virtual Assistant, you can get back to your day faster.

 

We’re transferring you to a representative even less than before

 

The Virtual Assistant will answer more of your questions instead of transferring you to a representative. For example, we’ll look at your participation status in relation to the patient’s plan and provide an appropriate response based on the plan type.

 

These are some of the changes we’ve made because of your feedback. We invite you to continue using the Aetna Virtual Assistant — and sharing your feedback — so you can get what you need, at your convenience.

 

Read the update to our Aetna Virtual Assistant article (PDF)

Important policy updates

Includes pharmacy updates

 

We regularly adjust our clinical, payment and coding policy positions as part of our ongoing policy review processes. Our standard payment policies identify services that may be incidental to other services and, therefore, ineligible for payment.

 

We’re required to notify you of any change that could affect you either financially or administratively. These changes may not be considered material changes in all states. Unless otherwise stated, policy changes apply to both Commercial and Medicare lines of business.

 

Use the drop-down box for some policy-related information you’ll need to know about this quarter.

Reminder: Be sure your profile information is up to date

 

Help members find you by making sure that your information is correct and available to them when they need care. Doing so helps you facilitate care and receive essential updates, and it could help you meet any federal, state or contractual verification requirements. If you don’t verify your information, you could be at risk of being removed from our provider directory.

 

Have an Availity® account? You can use our quick reference guide (PDF) to make essential updates in the Provider Data Management (PDM) tool on our provider portal on Availity.

 

New to Availity? This portal is available to providers in the U.S. and its territories. You can register to set up your account. If you’re unable to use Availity, find options to update your provider data.

State-specific updates

 

Find updates on state policies and regulations that matter to your practice. This quarter, you will find information regarding the following states:

Behavioral health updates

Behavioral health updates

A majority of patients treated in a primary care setting have a physical ailment that’s affected by anxiety, depression or another psychological issue. Without the right support, these issues are often underdiagnosed.

 

We help you stay informed about behavioral health topics so that you can deliver the best possible treatment to your patients.

 

Use the drop-down box below to read summaries of a few of the behavioral health articles you’ll find in this issue.

News for you

Find general information — like new services, tools and reminders — to help your office comply with regulations and administer plans.

Medicare updates

Get information, including timely reminders and guidelines, to help treat your Medicare patients.

Looking for more updates?

OLU newsletters

 

Browse past editions in the OLU library.

 

OLU newsletter library

FDR newsletters

 

Find past editions of FDR newsletters and more compliance updates.

 

FDR newsletters

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