Page 75 - R2P Front Desk Manual v1

How to Verify Cigna/ASH

When verifying, you must call both Cigna and ASH to obtain full benefits. Cigna will
provide information regarding all benefits except for ASH authorization; ASH will provide
information regarding any requirement for authorization. You can view an outline of benefits via
the respective online portals.
● Call ASH and check if auth is required for every Cigna patient, though not all Cigna
plans will require auth (depends on their individual plan)
● For patients with Cigna insurance, you must input “ASH - Cigna” as their insurance
carrier in WebPT in order for claims to be billed correctly (effective 8/1/18)
○ Any returning patients who were previously under “Cigna” must be adjusted.

When calling Cigna Provider Services for plan benefits:
1. If asked, you are calling as a Provider
2. Enter Tax ID number
3. Say “Eligibility” or press corresponding number (will be either 1 or 2 depending on which
phone number you call)
4. Enter the patient’s ID number
5. Enter the patient’s date of birth
6. Eligibility for Medical services
7. Choose to hear the information
8. Listen to the options - say “Covered Services” for “Physical Therapy” and “In-Network”
9. Listen through to obtain as much information as possible before saying “Representative”
to be connected with a representative

When calling ASH regarding authorization requirement:
1. Choose option 1 for Eligibility
2. Press 0 for Additional Assistance to connect with a representative.
3. The representative will repeat the benefits already provided via Cigna (though they
cannot confirm if a deductible applies), but the most important detail to confirm is if and
when an ASH Medical Necessity Review (MNR) will be required for the patient.

Reminder! Any correspondence with insurance representatives must be detailed as a Chart
Note in the patient’s WebPT chart and should include the representative’s name and a call
reference number.

To view an outline of benefits using the online Cigna and ASH portals, follow the next steps.

Last Update: 7/9/19