IMPORTANT NOTICE
VCU Health will be out-of-network with some United Healthcare Medicare Advantage plans effective September 15, 2025
WHAT IS HAPPENING AND WHO IS IMPACTED
VCU Health has made the difficult decision to go out of network with some United Healthcare Medicare Advantage plans, effective September 15, 2025.
This impacts all VCU Health hospitals, providers, therapy services, doctors’ offices, clinics and labs.
VCU Health remains in the United Healthcare network for all United Healthcare commercial, Medicaid, Dual Special Needs, and Medicare Supplemental plans.
| Remaining in network | Out of network |
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WHAT THIS MEANS FOR YOU
Patients with an impacted United Healthcare Medicare Advantage plan (listed above) will be “out of network” effective September 15, 2025.
Being out of network means access to our health care services will be impacted because United Healthcare may not pay for medical care at VCU Health, which could result in higher out-of-pocket costs for patients.
To avoid higher out-of-pocket costs, patients with an impacted United Healthcare Medicare Advantage plan need to take action to avoid potentially paying more for their health care services at VCU Health.
Options include:
- Requesting to switch plans with the Centers of Medicare and Medicaid due to “Disruption of Care.”
- To discuss your options, call 1-800-MEDICARE (1-800-633-4227) (TTY 1-877-486-2048).
- You can also contact the Virginia Insurance Counseling and Assistance Program (VICAP) at 1-800-552-3402. Trained volunteers can assist you with questions.
- Submitting a request to United Healthcare for a “Continuity of Care” exception due to ongoing treatment.
- Patients need to contact United Healthcare to submit a request by calling the member services phone number listed on their insurance card
- Transferring care to a non-VCU Health provider. Patients should contact United Healthcare for a list of in-network providers.
- Switching to another Medicare Advantage plan during the annual open enrollment period, which takes place between October 15 and December 7, 2025. *New plans do not take effect until January 1, 2026.
ADDITIONAL QUESTIONS AND ANSWERS
Q: I have a United Healthcare commercial plan, Virginia’s Insurance Marketplace exchange plan or Medicaid plan. Does this impact my access to VCU Health?
A: No, VCU Health remains fully participating with United Healthcare commercial plans, Virginia’s Insurance Marketplace exchange plans and Medicaid plans.
Q: I have a United Medicare Supplemental Plan, what does that mean for me?
A: VCU Health continues to participate with all Medicare Supplemental Plans, so the change in VCU Health’s participation with United Healthcare Medicare Advantage will have no impact on your coverage or benefits through your United Healthcare Medicare Supplement plan.
Q: I have a VA Community Care Network plan (Veterans Affairs), and it is administered by United Healthcare. Does this impact my access to VCU Health?
A: No, VCU Health remains fully participating with VA Community Care Network.
Q: I am a United Medicare Advantage transplant patient at VCU Health. Does this mean I can no longer receive care from my transplant provider?
A: VCU Health continues to be in network for all United Medicare transplant patients through a separate agreement with Optum. This Optum contract is not affected by this termination, so you can continue to receive transplant care at VCU Health.
Please contact your VCU Health transplant financial coordinator with additional questions.
Q: If I have an impacted United Healthcare Medicare Advantage plan, what do I do if I have an appointment scheduled after September 15, 2025?
A: Patients should contact our Patient Appointment Center at 800-762-6161 regarding visits scheduled after September 15, 2025 to discuss alternative options.
Q: What if I have an impacted United Healthcare Medicare Advantage plan and I’m a current patient in the middle of receiving ongoing complex care like chemotherapy treatments when VCU Health becomes out of network with United Healthcare? Can I continue to receive care at VCU Health?
A: United Healthcare Medicare Advantage members currently receiving treatment might qualify for a “Continuity of Care” exception that will allow you to temporarily maintain in-network benefits (after September 15, 2025) through the completion of your treatment course. However, patients must apply for this exception through United Healthcare, and United Healthcare must ultimately approve any exceptions.
Patients are responsible for submitting a request to United Healthcare. They need to contact United Healthcare to find out how to qualify for a Continuity of Care exception by calling the member services phone number listed on their insurance card.
Q: Which VCU Health locations and providers are affected by VCU Health going out of network with the impacted United Healthcare Medicare Advantage plans?
A: All VCU Health locations and providers are affected by this change in network status. This includes all VCU Health hospitals, providers, therapy services, doctors’ offices, clinics, labs, clinicians, physicians, nurse practitioners, physical and occupational therapists, and behavioral health providers.
Q: If I want to keep my current United Healthcare Medicare Advantage coverage, what do I do?
A: Patients should contact United Healthcare to identify a list of in-network providers and begin transferring care to a new provider.
Q: Does VCU Health participate with other Medicare Advantage Plans?
A: Yes, VCU Health participates in most other Medicare Advantage networks, including:
- Anthem
- Humana
- Aetna
Q: Who can I call with other questions?
A: HELP IS AVAILABLE:
- If you have questions about an upcoming appointment, please call VCU Health Patient Appointment Center: 800-762-6161
- If you have general billing questions, please call VCU Health Customer Service: 800-803-0082
For questions about your insurance plan and coverage, please call the UnitedHealthcare member services phone number listed on your insurance card.
YOU HAVE OPTIONS
Continuity of Care
Call the member services number on your United Healthcare health plan ID card to determine if you qualify for “Continuity of Care.”
If you are an impacted United Healthcare Medicare Advantage patient:
- For Medicare plans, there are certain situations where you might qualify for a special enrollment period, such as if you’re notified that there’s a significant change in your plan’s provider network. These special enrollment periods are evaluated on a case-by-case basis.
- To discuss your options, call 1-800-MEDICARE (1-800-633-4227) (TTY:1-877-486-2048).
- You can also contact the Virginia Insurance Counseling and Assistance Program (VICAP) at 1-800-552-3402. Trained volunteers can assist you with questions.
- You can also switch to another Medicare Advantage plan during the annual open enrollment period, which takes place between October 15 and December 7, 2025. *New plans do not take effect until January 1, 2026.
VCU Health remains committed to caring for our community and all our patients. If you are a patient with a United Healthcare plan, please take the necessary steps to make sure there isn’t a lapse in your care.