CommercialAdministrativeMedium impact
Updates to Utilization Management (UM) phone line hours
UPMC Health Plan·PA·Prior Authorization
Effective date
May 5, 2024
We identified it
Jun 20, 2026
Summary
UPMC Health Plan's Utilization Management department will no longer be available by phone on Sundays starting May 5, 2024. The UM phone lines will now operate Monday through Saturday from 8 a.m. to 4:30 p.m., but online prior authorization submissions through Provider OnLine remain available 24/7.
Action Required
By May 5, 2024: Prior authorization staff must adjust workflow to avoid calling UPMC Health Plan UM department on Sundays. Plan urgent prior authorization requests for Monday-Saturday 8 a.m. to 4:30 p.m., or submit all requests through Provider OnLine portal which remains available 24/7. Update staff schedules and procedures to account for Sunday phone line closure.