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BCBSVT Administrative Changes due to the Coronavirus

March 26, 2020 | Revised: March 30, 2020

On March 25, 2020 Governor Scott issued a stay-at-home order. We’re taking seriously our commitment to keeping Vermont well and slowing the spread of COVID-19. While most of our employees transitioned to work from home last week, effective Thursday, March 26, we’re closing our physical building in its entirety, but remaining fully operational and here to support you during this time.

This is resulting in changes you need to be aware of related to:

  • Do not mail anything to us until further notice
  • Appeals Process
  • Paper Claim Submissions
  • Customer Service inquiries
  • Prior Approval/Pre-Determinations
  • Provider Enrollment and Demographic Changes

Click here for full details.


Appeals (Provider on Behalf of a BCBSVT Member) Change

March 17, 2020

Effective immediately, these appeals need to be faxed to “Attention Appeals” at (866) 617-8969 or emailed to appeals@bcbsvt.com. These are the most reliable, preferred method at this time.

Please be advised, this is for appeals only – benefit, claims or other questions will not be responded to if sent to this fax/email.


Customer Service Changes

March 26, 2020

Paper Inquiries or documents you normally mail to the attention of Customer Service must be emailed or faxed to the appropriate Customer Team.

Service TeamEmail AddressFax Number

Our Customer Service team
Provide service for:  BCBSVT members, and claim processing concerns for BlueCard, New England Health Plan and Access Blue New England members customerservice@bcbsvt.com(802) 225-7698

Federal Employee Program

fepcustomerservice@bcbsvt.com

(802) 225-7700

Responses are provided within 1 – 3 business days.

For an indefinite period, the customer service teams will accept corrected claim information over the phone. Please make sure you have the original claim information available (including claim number if available) and details on the changes you require prior to your call.


Paper Claim Submission Change

March 26, 2020

Do not mail paper claims to us.

Instead, use one of the options below:

  • Fax to “Attention Claims Department” at (866) 334-4232 or
  • Email (make sure you send through a secure method) to claims@bcbsvt.com

Note: This should not happen, but if your fax fails and you have an older fax machine, when re-sending, make sure you send the entire fax again from the beginning. Older fax machines tend to pick up the page where the fax started to fail, and the entire file is not received by us.


Our Payments to our Providers

March 26, 2020

We do not anticipate any interruption in payments to providers: Most providers receive payments through Electronic Fund Transfers (EFT) and there are no anticipated delays. For those not receiving EFT, paper checks are being issued by our vendor without any delays and mailed through the US Postal Service. Delivery of checks depends on the US Postal Service and whatever measure(s) they may implement due to the Coronavirus.

If you receive a paper check, please consider signing up for EFT. Go to this link and follow the instructions.

Once you have completed enrollment, remember to sign up for the Provider Resource Center so you can review/download copies of your provider vouchers, as they will no longer be mailed once EFT starts.


Prior Approval/Pre-Determination Reminder and Changes

March 26, 2020

Providers requesting prior approval must use one of the methods below:

  • Use the Acuity Connect Tool located on the Provider Resource Center (PRC) or
  • Fax to “Attention: Integrated Health Team” at (866) 387-7914, make sure to include the State of Vermont Uniform Prior Approval form and attach any related medical documentation.

It is extremely important that you provide the fax number of both the requesting provider and servicing provider with either method of submission. In the case of a denial, you will receive a response via fax.

BCBSVT Decision Notices for Prior Approval Change:

If a prior approval is approved, you will be advised to go to the PRC or Acuity Connect to review the details and if you need, obtain a copy of the letter.

If a prior approval is denied or requires more information, you will receive a phone call and follow up fax with the details.


Provider Enrollment and Demographic Changes

March 30, 2020

Do not mail in Provider Enrollment and Change Forms or Group Enrollment Change Forms. Send these to us using one of the methods below:

  • Fax to “Attention Provider Files” at (802) 371-3489 or
  • Email to Provider Files

Questions can be directed to Providerfiles@bcbsvt.com or by phone at (888) 449-0443 option 2.