CommercialAdministrativeMedium impact
Updates to Utilization Management (UM) phone line hours
UPMC Health Plan·Prior Authorization
Effective date
May 5, 2024
We identified it
Aug 7, 2026
Summary
Effective May 5, 2024, UPMC Health Plan's Utilization Management (UM) department phone lines will no longer be available on Sundays. UM staff will operate Monday through Saturday from 8 a.m. to 4:30 p.m. The Provider OnLine secure website remains available 24/7 for all prior authorization requests and notifications.
Action Required
By May 5, 2024: Billing and authorization teams must update internal workflows and staff communication to reflect new UM phone line hours (Monday–Saturday, 8 a.m.–4:30 p.m., no Sunday availability). Update staff scheduling and prior authorization request procedures to direct all Sunday UM requests to Provider OnLine secure website instead of phone contact. Inform providers and front desk staff of the change to prevent missed authorization deadlines on Sundays. Document the new phone line hours in billing system scheduling rules and staff training materials.