Integration FAQ

What product changes are planned?

As part of our integration, Point32Health evalutated the products offered by our legacy Harvard Pilgrim Health Care and Tufts Health Plan brands, as well as market needs. Some things will remain the same. You can expect us to continue to offer a broad range of comprehensive plans that improve the well-being of members and their families, guiding them on their journey to better health outcomes. You’ll also continue to see the Harvard Pilgrim Health Care and Tufts Health Plan brands in the market, as the health plans of our members.

You’ll notice some changes too. We have begun integrating certain products, which we believe will allow us to offer more innovation, more access, and an even better experience for providers, members, employers, and brokers in our service area. We anticipate this integration work to continue throughout 2023 and 2024:

• Stride (HMO) Medicare Advantage: As of Jan. 1, 2022, we offer the 5-Star Medicare Advantage Plan — Tufts Medicare Preferred — as the Medicare Advantage option for seniors in Massachusetts. While we no longer offer Harvard Pilgrim Health Care’s Stride^SM (HMO) Medicare Advantage Plans in Massachusetts and Maine, we do continue to offer Stride in certain counties in New Hampshire. We also continue to offer Medicare Supplement Plans in Massachusetts, Maine, and New Hampshire.
• Commercial products: As the Commercial Markets business moves toward a more unified product portfolio, we are migrating Tufts Health Plan’s commercial members to Harvard Pilgrim Health Care commercial plans. Transitions occur on the health plan renewal date. With these product migrations, certain Tufts Health Plan products will no longer be offered, and comparable Harvard Pilgrim products will be offered to employer group clients and individual members. We will continue to offer our Harvard Pilgrim commercial products in Maine and New Hampshire.
  • In 2023: Migration occured for members of Tufts Health Plan individual and small group products in Massachusetts. In July 1, 2023, Tufts Health Plan’s Commercial Group Insurance Commission (GIC) products , Tufts Health Plan Spirit and Tufts Navigator, were retired, and members of these plans were transitioned to Harvard Pilgrim’s Commercial GIC products: Harvard Pilgrim Quality HMO and Harvard Pilgrim Explorer POS.
  • In 2024: Additional segments of Tufts Health Plan employer clients and members are migrating in 2024. Tufts Health Plan Rhode Island commercial members will be migrated to Harvard Pilgrim Health Care commercial products. In addition, Massachusetts large group accounts with renewal dates occurring in June-December will migrate.
  • In 2025: In 2025 — Tufts Health Plan’s Massachusetts large group accounts with January–May renewal dates will migrate to Harvard Pilgrim products.
  • We are communicating extensively with commercial employer accounts and health plan members on these changes. In particular, health plan members are being reminded to look for their new member ID cards and present them when seeking care or services to ensure that eligibility and claims processing are accurate.
• Tufts Medicare Complement: Members of Tufts Medicare Complement plans (group Medicare) were migrated to Harvard Pilgrim’s Medicare Enhance product.

In support of a smooth transition, we will be communicating extensively with members, brokers, employers, and providers, sending broad-based updates, as well as direct and individual communications to explain these changes. These communications are being delivered through a variety of channels: as part of renewal processes, via newsletters, and direct to employer and member updates. Provider groups that are also employer clients should contact their account management team with any questions.

Will Commercial members of Tufts Health Plan be moved to a Harvard Pilgrim Health Care Commercial product all at once?
No, Commercial employer group clients and members are being migrated to Harvard Pilgrim products throughout a staggered and thoughtful timeline that began on Jan. 1, 2023. This approach focuses on minimizing disruption and aligns to core renewal cycles for the business as well as specific employer groups.

Our Commercial account management team will have direct conversations with provider groups that are also employer group clients to determine optimal timing and address any migration concerns, as needed.
We anticipate that the combination of our Commercial products will continue through Jan. 2025.

How will I recognize if a member has changed plans?
Every member who has a medical plan change will receive a new member ID card prior to their effective date, as part of our standard open enrollment and renewal processes. Members are always instructed to present any new member ID card that they receive to their providers to ensure accuracy in billings, claims, and payments.

In addition, we encourage your office to check eligibility and benefits using our online provider tools. You can check member eligibility and benefits for Harvard Pilgrim Health Care members using our HPHConnect portal. For more options, refer to the Determining Eligibility Policy in the Harvard Pilgrim Health Care Commercial Provider Manual. To check member eligibility and benefits for Tufts Health Plan members, visit the Tufts Health Plan secure provider portal or refer to the relevant Provider Manual.

If my trading partner sends an eligibility transaction to Tufts Health Plan, but the member is now with Harvard Pilgrim, will I need to resend the transaction?
No, in an effort to minimize eligibility transaction rejections for migrating members and resubmissions, Point32Health is automatically returning eligibility information for migrating members with the correct Plan details. For example, if a request is sent to Tufts Health Plan for a member who recently migrated from Tufts Health Plan Commercial to Harvard Pilgrim Commercial, information returned will note the correct Harvard Pilgrim policy and benefit information. If you utilize a trading partner, please make them aware of this information.

Can I call either Provider Service Center with questions?
Please continue to call the member’s appropriate heritage organization with questions — please refer to the member’s ID card for the Provider Service Center contact information. For example, if for the service date you are inquiring about the member is enrolled in a Harvard Pilgrim Health Care plan, please contact the Harvard Pilgrim Health Care Provider Service Center; if the member is enrolled in a Tufts Health Plan product for that service date, please contact the Tufts Health Plan Provider Service Center.

Will there be any changes to how I bill for service?

You should continue to follow the guidelines for the plan/legacy brand that is in effect for the member at the time of service. Please refer to the appropriate provider website for details on billing and claims submission: Tufts Health Plan provider website or Harvard Pilgrim Health Care provider website.

Are you aligning your Payment Policies?
Yes, we have been reviewing, assessing and aligning Payment Policies for each legacy organization for greater ease and efficiency. In cases where significant updates were made, we announced those changes via our monthly provider newsletters. We will continue to provide notice of substantive changes in our provider newsletters. Please keep in mind that Payment Policies may vary based on product line and related coverage mandates (for example, Commercial Payment Policies may differ from Payment Policies for Medicare or Public Plans products). For greater convenience, we streamlined how you can access the policies that providers and practice staff use most, moving them from the legacy brand provider sites to our Point32Health provider page. You can now access all Payment Policies on the Point32Health provider website.

How will claims that span a member’s migration date appear on my EOPs/835s?
When a service for a migrating member spans the migration date, Tufts Health Plan will pay for services prior to the migration date and Harvard Pilgrim will pay for services on and after the migration date. There is no need for the provider to resend a claim; in an effort to minimize provider disruption, Point32Health is automatically entering the claim into our legacy organizations’ processing systems. However, we want you to be aware that providers will receive 2 Explanations of Payment/835s for spanned claims: one from each legacy organization. While your statements will reflect two different payers and claim numbers, the date of service and total charges will be identical on both statements. You’ll see that each organization will process their portion of the claim and deny the portion that the other legacy organization is responsible for. The EOP/835 will include messaging that says: “Dates of service following migration between THP and HPHC adjudication systems have been denied and transferred to the appropriate system for processing and adjudication. No further provider action needed” or “The claim/service has been transferred to the proper payer/processor for processing. Claim/service not covered by this payer/processor.”

Do Harvard Pilgrim Health Care and Tufts Health Plan use the same pharmacy benefit manager ?

Yes, as of Jan. 1, 2023, Point32Health utilizes OptumRx as the pharmacy benefit manager (PBM) for all Tufts Health Plan and Harvard Pilgrim plans. This multi-year agreement provides PBM solutions that will enhance pharmacy services and deliver improved pricing for Harvard Pilgrim Health Care and Tufts Health Plan members.

What services does OptumRx provide?

OptumRx  supports the delivery of convenient and affordable access to prescription medications to Harvard Pilgrim Health Care and Tufts Health Plan members through a comprehensive retail, specialty, and mail-order pharmacy network that includes more than 67,000 pharmacies nationwide, including all major chains such as CVS.

OptumRx administers pharmacy claims payment, providing specialty pharmacy and mail-order services, and manages the pharmacy network across both legacy organizations — for a more streamlined, efficient provider experience. The following chart notes key services:

Point32Health (for both Tufts Health Plan and Harvard Pilgrim Health Care)

What is the benefit of having Point32Health conduct pharmacy utilization management?

This enables us to deliver a more seamless provider experience by having a single point of contact to support providers with most medical and pharmacy benefit requests. There are a few exceptions: CareLink will continue to utilize Cigna; HPI will continue to conduct its own utilization management; and Harvard Pilgrim Health Care will continue to leverage the oncology and radiation oncology medical management program administered by OncoHealth.

Will the pharmacy medical necessity guidelines be consistent between the legacy brands?

For greater simplicity and an improved member and provider experience, Point32Health has unified our pharmacy medical necessity guidelines within product lines. For example, the same pharmacy medical necessity guidelines apply for Commercial Harvard Pilgrim Health Care and Commercial Tufts Health Plan members. Guidelines may vary across product lines, however (for example, Commercial and Public Plans policies may differ).

Where can I find policies for pharmacy and medical benefit drugs?

For greater convenience, you can find the guidelines for Tufts Health Plan and Harvard Pilgrim Health Care together on our Point32Health provider website: Pharmacy Medical Necessity Guidelines page and the Medical Benefit Drug Medical Necessity Guidelines page.

How should providers request authorization for pharmacy medications and medical benefit drugs?

We encourage the use of the electronic tool, PromptPA, to enable quick, easy submission of prior authorization requests for both pharmacy benefit and medical benefit drugs. You can access PromptPA in one of several ways: directly online, through our provider portals (Harvard Pilgrim Health Care and Tufts Health Plan), or via the Pharmacy section of the Point32Health provider website.

Online submission enables you to easily view medical necessity guidelines, attach clinical information, check the status of your request, and receive a response more quickly. We also encourage the use of electronic prior authorization (ePA) through EMR, CoverMyMeds, or Surescripts.

Alternatively, you can submit prior authorization requests via FAX using the corresponding request forms. More details are available on the Requesting Authorization for Pharmacy and Medical Drugs page.

How can I learn more about PromptPA?

Please reference the PromptPA User Guide.

Which specialty pharmacies will be utilized for medical benefit drugs?

Providers can obtain medical benefit drugs via buy-and-bill or can continue to obtain certain medical benefit drugs at contracted specialty pharmacies. There is no change in contracted specialty pharmacies providing medical benefit drugs. For more information, please refer to these lists of Specialty Pharmacies providing medical benefit drugs (varies by product):

• Harvard Pilgrim Commercial members
• Tufts Health Plan Commercial and Tutfs Medicare Preferred members
• Tufts Health Direct

How are dose/frequency limits applied for medical benefit drugs?

To ensure the safe and appropriate use of medications, Point32Health applies industry standard maximum dosage and frequency guidelines to medications covered under the medical benefit in accordance with FDA-approved labeling, recognized compendia uses, and evidence-based guidelines. Dose and frequency limits are applied during claims processing; when receiving prior authorization for a medical benefit drug, the authorization will not note the dose/frequency limitation.

Are you aligning your medical necessity guidelines?

We have reviewed, assessed, and aligned medical necessity guidelines for each legacy organization them for greater ease and efficiency. In cases where significant updates were made, we announced those changes via our monthly provider newsletters. We will continue to provide notice of substantive changes in our provider newsletters.

Will existing authorizations be honored for Commercial members transitioning from Tufts Health Plan to Harvard Pilgrim Health Care?

Yes, as part of our commitment to facilitating a seamless transition for members and providers, any existing authorizations for medical and behavioral health services will be valid. This means that providers will not have to submit a duplicate authorization request for the same services/time period for migrating members. The existing authorization will be valid through the expiration date.

How can I be certain an existing medical service authorization was transitioned for a Commercial migrating member?

If you have questions about the transfer of a medical authorization for migrating Commercial members, you may call the Provider Service Center at 800-708-4414 (option 1, then option 7).

Will existing referrals also be honored for Commercial migrating members?

We will honor active, open referrals for members migrating from a Tufts Health Plan Commercial plan to a Harvard Pilgrim Health Care Commercial plan.

What will happen if a Commercial migrating member is currently receiving care management services with Tufts Health Plan?

Care management services are vital to improving patient care by enhancing coordination of care, eliminating duplication, and aiding patients and caregivers in more effectively managing their health conditions. We will transfer medical care management cases from Tufts Health Plan’s care management team to Harvard Pilgrim Health Care’s care management team and will ensure that the member continues to receive care management services.

What will happen if a Commercial migrating member is at an inpatient facility at the time of their plan change?

For patients receiving inpatient care at the time of their plan migration, medical care management services will continue to be provided by the Tufts Health Plan care management team. Upon discharge, the case will be transferred to a Harvard Pilgrim care management team.

What will happen if a commercial migrating member is receiving care from a provider who is not in the Harvard Pilgrim Health Care network?

We are committed to ensuring as little disruption for members and providers as possible. Given the robustness of our networks and similarities in composition, we anticipate that the vast majority of members will be able to continue to see their providers without interruption. In the event that a migrating member is currently in active care with a provider who isn’t in the Harvard Pilgrim Health Care network for their new product, the member can utilize Harvard Pilgrim Health Care’s standard Continuity of Care policy for between 90-180 days depending on the date of the member’s migration. For more information, please refer to the Continuity of Care/Transitional Care Request Form.

At the end of the Continuity of Care timeframe, options include: the member selecting an in-network provider; the provider can submit for medical necessity review; the provider can discuss becoming a participating provider with network contracting, or if the member is in a PPO product they could continue to see the provider based on out-of-network rules.

Are there any changes to vendor medical management programs?

The programs managed in partnership with AIM Specialty Health, Evolent (formerly National Imaging Associates), OncoHealth, Progeny Health and EviCore will remain in place. While Tufts Health Plan must receive authorization from EviCore for sleep studies, Harvard Pilgrim Health Care members must receive authorization for sleep studies from Evolent; thus, once a member moves from a Tufts Health Plan Commercial product to Harvard Pilgrim Health Care Commercial product, the providers would request new authorizations for sleep studies from Evolent. For information on vendor programs, please refer to the Harvard Pilgrim Health Care Vendor Program page and Tufts Health Plan Vendor Information page on the legacy organizations’ provider websites.

What changes occured for behavioral health?
Behavioral health care plays an essential role in the overall health and wellbeing of individuals, and we’re focused on ensuring that our members have access to the highest quality behavioral health care.

Point32Health operates an insourced behavioral health program for Harvard Pilgrim Commercial products and all Tufts Health Plan products. This means that rather than outsourcing behavioral health to a separate vendor (sometimes called a “carve-out” model) , we contract directly with behavioral health providers and our organization manage both medical and behavioral health care coverage and programs, including utilization and care management.

Optum will continue to provide behavioral health services for Harvard Pilgrim Health Care’s Medicare Advantage Stride^SM (HMO)/(HMO-POS) plan in New Hampshire through Dec. 31, 2024. For Stride^SM members, please continue to work directly with Optum.

Was that a change for the legacy organizations?

While Tufts Health Plan already utilized an insourced behavioral health model, this was a change for Harvard Pilgrim Health Care.

What are the benefits of an integrated, insourced behavioral health model?

This model offers members and providers a more seamless experience, with a single point of contract across both legacy organizations. It also:

• Utilizes a whole-health network of both medical and behavioral providers
• Emphasizes highly coordinated care management and outreach that connects behavioral health and physical health
• Yields more comprehensive analytics (single data set for medical and behavioral health) that enable Point32Health and provider organizations to see members through a holistic lens and identify opportunities for improved care and patient experience

Were existing Tufts Health Plan behavioral health providers available to Harvard Pilgrim Health Care members?

We amended our contracts with Tufts Health Plan behavioral health providers to enable them to provide care to Harvard Pilgrim Health Care members. We are also continue to recruit behavioral health providers who are not currently in the Tufts Health Plan network to join the network for all our Point32Health members.

Where do providers submit claims?
Providers in our service area (practicing in MA, ME, NH, RI, VT) should bill Harvard Pilgrim directly for behavioral health services for commercial members.* Providers may submit claims electronically via EDI or through HPHConnect. While we encourage electronic submission for greater speed and convenience, providers may also submit via paper.

If you are an out-of-area provider who delivered behavioral health services to a Harvard Pilgrim commercial member, please submit out-of-area claims to United Health Shared Services Claims, Payer ID 39026, Group Number 11-123456, PO Box 30783, Salt Lake City UT 84130-0783 (this information is also noted on the back of the member’s ID card).

For Stride Medicare Advantage (HMO/HMO-POS) members, providers can also submit electronically or paper directly to Harvard Pilgrim; for details refer to the Claims Policy in the Stride (HMO)/(HMO-POS) Medicare Advantage Provider Manual or this Quick Reference Guide.

For Tufts Health Plan, continue to submit claims as you do today.

*Please note: If a commercial member is admitted at the time of insourcing (spanning prior to and beyond Nov 1st) the provider should bill Optum directly for payment of the full admission episode and should continue to work with Optum for utilization management.

What are the claims filing limits?
For our commercial plans, the standard filing limit is 90 days. Filing limit information is detailed in our Provider Manuals.

Can I review claims information through the secure portals?
Yes, you’ll find all claims information for Harvard Pilgrim members on the Harvard Pilgrim secure portal HPHConnect, and claims information for Tufts Health Plan members on the Tufts Health Plan secure portal. However, you won’t find claims information for one legacy brand on the other’s secure portal (for example, Harvard Pilgrim claims information is not available on the Tufts Health Plan portal and vice versa.)

Who will issue payment for behavioral health claims for Harvard Pilgrim commercial members?
Network contracted behavioral health providers will receive payment and associated information, such as explanation of payment, from Harvard Pilgrim.

I’m new to the Harvard Pilgrim behavioral health network. How do I conduct common transactions? 
Our Behavioral Health Quick Reference Guide for Harvard Pilgrim Health Care Commerical members provides details on:

• Using the secure portal
• Recognizing members and verifying eligibility
• Requesting authorization
• Submitting claims and more.

For authorization requests for behavioral health services for Stride Medicare Advantage members, submit your requests via fax at 866-874-0857.

Where can I reference medical necessity guidelines?
You’ll find Medical Necessity Guidelines for all Harvard Pilgrim and Tufts Health Plan in one handy spot: the Medical Necessity Guidelines page on our Point32Health provider website.

I currently see Harvard Pilgrim members through my contract with Optum/UBH but am not contracted with Harvard Pilgrim. How can I ensure I can continue to care for my patient?

If you are not a contracted Harvard Pilgrim Health Care provider, you may continue to provide uninterrupted care of members through Harvard Pilgrim’s continuity of care plans.

Until further notice, as a transitionary measure, providers who participate in the UnitedHealthcare network will be considered in-network providers for Harvard Pilgrim. Harvard Pilgrim Health Care policies apply as of Nov. 1, 2023, and claims should be submitted directly to Harvard Pilgrim Health Care.

If you are contracted with Harvard Pilgrim, your claims will be paid in accordance with your contract and our fee schedules. However, claims from providers who are not contracted directly with Harvard Pilgrim Health Care will be paid at the UnitedHealthcare rates.

The best way to ensure uninterrupted care for your patients is to join our behavioral health network by contacting us at by email at [email protected] or by phone at 617-972-9400 x 43145.

I am a behavioral health provider who received a contract amendment and have questions. Who should I contact?

Please contact the Ancillary Behavioral Health Contracting team by email at [email protected] or by phone at 617-972-9400 x 43145.

How can I request a copy of my sample fee schedule?
Point32Health fee schedules — applicable for Tufts Health Plan providers as of July 1, 2023 and Harvard Pilgrim providers as of Nov. 1, 2023 — were recently mailed to contracted behavioral health providers; if you did not receive one or have questions, please contact
[email protected].

I recently became contracted for Harvard Pilgrim Health Care. Where can I access additional information?

Our welcome packet includes tips for getting started with Harvard Pilgrim, including registering for HPHConnect, signing up to receive our provider newsletter by email, and getting started with electronic payment.

Do providers with a Tufts Health Plan portal account need to sign of up for HPHConnect?
Yes, currently we utilize separate secure portals for our legacy brands. Providers should sign up for both the HPHConnect and the Tufts Health Plan secure portals.

What electronic tools can I access for my patients moving to Harvard Pilgrim Health Care Commercial products?

HPHConnect, Harvard Pilgrim Health Care’s web-based transaction service, is free, HIPAA-compliant, and available 24/7. If you are a participating Harvard Pilgrim Health Care provider and aren’t currently registered, we encourage you to register today. HPHConnect allows you to perform a host of transactions quickly and easily, including submitting claim batch files, verifying patient eligibility, checking claim status, sending and receiving specialty referrals and authorization, provider notification, and viewing a patient’s personal health record. You can also access reports and tools such as drug formularies and pharmacy program information, PCP membership reports, claims reports, and more.

Visit the Electronic Tools and HPHConnect page on the Harvard Pilgrim Health Care provider website for more details on HPHConnect and sending electronic transactions.

For your patients remaining on Tufts Health Plan products, you should continue to utilize the Tufts Health Plan electronic tools, including the Tufts Health Plan secure provider portal and self-service tools.

How do I sign up for electronic payment?

If you’re receiving paper checks, we encourage you to make the simple switch to electronic funds transfer through Payspan today. For information on receiving EFT from Harvard Pilgrim Health Care, visit the visit the Electronic Payment tab of our Electronic Tools and HPHConnect page. To receive EFT from Tufts Health Plan, select the EFT tab on the Electronic Services webpage.

Can I provide care for Tufts Health Plan/Harvard Pilgrim Health Care members even though I’m not in their network?

Providers must be contracted with the applicable network. To learn more about joining our networks, please visit:

• Join the Harvard Pilgrim Health Care network
• Join the Tufts Health Plan network

I’m a behavioral health provider and would like to join the Harvard Pilgrim Health Care network. How can I do so?

We’re pleased that you are interested in joining the network; we’re committed to providing exceptional behavioral health services to all Point32Health members and are focused on whole-person care, so it is invaluable to us to maintain a robust network of providers like you. For information on joining the Harvard Pilgrim Health Care behavioral health network, please contact the Ancillary Behavioral Health Contracting team by email at [email protected] or by phone at 617-972-9400 x 43145.

Will you be offering training sessions on these topics?

We want to make it as easy as possible for you and your office staff to do business with us, and one step we take in support of this goal is offering educational webinar sessions — and online resources and tools — so you have access to the information you need.  We encourage you to visit the Point32Health Provider Training page to access information about webinars, behavioral health specific trainings, and in-person provider workshops. You’ll also find user guides and training videos there.

How can I sign up for the monthly provider newsletter?

Our provider newsletter will keep you up to date on important changes. In February 2023 we launched an integrated provider newsletter, Insights and Updates for Providers, where you can find all the information and updates you need about both legacy brands, Harvard Pilgrim Health Care and Tufts Health Plan.

If you have been receiving a provider newsletter from us by email, you will continue to receive your emailed copy. If you don’t currently receive the newsletter by email, subscribe here.

Where can I access Provider Manuals?

Our Provider Manuals offer up-to-date guidance on products, programs, policies, and procedures. You’ll find Manuals for all our lines of business on the Point32Health Provider Manual page.