When the new ICD-10 coding system went live on Oct. 1, 2015, Humana had a plan in place to monitor claim rejections and denials and help health care providers handle potential issues with claims submissions.
Results from the implementation of ICD-10 show that most health care providers were ready to use the expanded coding system despite industry concerns.
In the first week of ICD-10 implementation, the Humana Provider Call Center received just 10 calls per day that were logged as ICD-10 issues. The provider call center handles an average of 35,000 calls a day. Humana’s ICD-10-inquiries mailbox received 567 ICD-10-related questions in 2015, but just 22 in the first week of October.
Humana has tracked multiple key performance indicators potentially impacted by ICD-10 through its ICD-10 command center and saw little daily deviation from normal levels in multiple indicators, such as claim pend rates, claim receipts and call volume.
One change with ICD-10 affected options when phoning in an authorization. With ICD-9, health care providers could use the phone keypad to enter a code, as well as use voice recognition to speak the codes. ICD-10 codes contain up to seven characters and a mix of letters and numbers; so, the keypad function is not supported in ICD-10 when phoning in an authorization. Clinicians can still speak the codes to obtain authorizations.
Humana remains committed to making the conversion to ICD-10 as smooth as possible and addressing problems quickly. As issues arise during the ICD-10 conversion that could impact the ability to handle authorizations and process claims, they are entered into an issues log, researched and tracked to resolution.
For questions related to ICD-10, contact Humana via the following email addresses: