Frequently asked questions
On September 1, 2021, Cigna Behavioral Health, Inc. changed its name to Evernorth Behavioral Health, Inc. To support you through this change, below are questions you may have about this matter.
WHAT’S HAPPENING?
1. Why did Cigna Behavioral Health, Inc. change its name to Evernorth Behavioral Health, Inc.?
We are taking a critical step forward in delivering on our mission to be the leading health services company in our industry and to fundamentally transform and evolve the health experience for millions of people around the world.
With the launch of Evernorth, a new brand for our growing, high-performing health services portfolio, we are accelerating delivery of innovative and flexible solutions that drive the most value for you and your patients.
WHAT’S STAYING THE SAME?
2. Does this change how we work together?
No. There are no immediate changes to our working relationship or processes as a result of this change. You should continue to use existing systems to work with us, which include:
- Verifying benefits and eligibility
- Checking claim status
- Requesting prior authorization
- Submitting claims (same addresses and electronic data interchange [EDI] payer ID number 62308)
- Getting reimbursed
- Referring patients to network-participating providers, facilities, and vendors
- Performing other transactional activities
While you and your patients may see communications reflecting the Evernorth brand, it should not affect your day-to-day business with us and there should be no disruption of service.
3. Will patients receive new ID cards?
No. You should continue to see your Cigna patients with no disruption of service and refer to their Cigna ID cards for current benefit and contact information. As always, verify your patient’s eligibility and benefits before rendering behavioral health services. You can use the provider website, an EDI transaction through your vendor or practice management system, or call the number on the back of the ID card.
4. Are my patients' benefits changing as a result of this transition?
No. Your patients’ benefits remain the same during this transition to Evernorth Behavioral Health. In addition, this news does not impact any of our health plans’ agreements with behavioral providers.
If you have questions about your patients’ plans, please continue to refer to their Cigna ID cards for current contact and benefit information.
5. Are phone and fax numbers remaining the same?
Yes. You should continue to use the same telephone and fax numbers.
6. Does this change my contract with you?
No. There are no changes to your contract terms. Your contractual obligations remain the same.
Please continue to:
- Operate in a business as usual manner
- Deliver quality uninterrupted behavioral health care and focus on your patients
- Honor all existing terms and conditions in our contracts
Any amendments made to your Participating Provider Agreement after September 1, 2021, will come from Evernorth Behavioral Health, Inc.
For providers who have Cigna behavioral and medical contracts, please note that this name change only applies to the behavioral network.
7. If a provider contracted with Evernorth Behavioral Health, Inc. renders services to a customer with a Cigna health plan, which company name will be on the explanation of payment (EOP)?
You should continue to submit claims on a standard Health Care Finance Administration (HCFA) form. Once claims are processed, you may see references to Evernorth Behavioral Health, Inc. on EOPs because you are contracted with that entity. You may also see references to Cigna because you’ll be providing care to patients who have Cigna health plans.
WHAT’S CHANGING?
8. Are email and mailing addresses changing?
You should continue to use the same mailing addresses. For correspondence, you should simply change our name from Cigna Behavioral Health to Evernorth Behavioral Health starting September 1, 2021.
All behavioral-related Cigna.com email addresses changed over to Evernorth.com domains on September 1, 2021. If you sent emails to Cigna Behavioral Health, you should update them accordingly. For example, the email address for the Provider Relations Team has changed from BehPrep@Cigna.com to BehPrep@Evernorth.com.
9. Will Evernorth Behavioral Health have a new website for providers?
Yes. Starting at the end of 2021, we will launch a new Evernorth website for providers. In advance of the launch, you can preview the homepage at Provider.Evernorth.com starting September 1, 2021. You should use your Cigna for Health Care Professionals website (CignaforHCP.com) credentials to log in. After entering the new homepage, you will see Cigna branding as we work to bring you a unified Evernorth experience. See the Provider.Evernorth.com section below.
10. Are there changes to electronic transactions that I use through a vendor or my practice management system?
Any transactions you use, such as submitting electronic claims (837), checking eligibility and benefits (270/271), electronic remittance advice (835), etc. remain the same. The payer ID, 62308, has not changed, however you may see changes in the information source and payer name. All changes will be communicated with our partnering EDI vendors.
PROVIDER.EVERNORTH.COM
11. How do I access Provider.Evernorth.com?
If you are already registered for CignaforHCP.com, you can use your existing user ID and password to log into Provider.Evernorth.com.
If you have not registered, a new user may obtain access in one of two ways:- Through the website access manager, who will add the user and assign the appropriate level of access. The website access manager will send a temporary ID and password, which will allow the new user to login and complete the registration process. The user will have immediate access to the assigned functionalities. Learn more on our Website Access Manager resource page.
- On their own by registering on Provider.Evernorth.com. This requires vetting and confirmation by the website access manager and may take longer to complete than the option above.
Each TIN with registered users will have a designated person(s) known as the website access manager. The website access manager for the TIN will be notified when a user registers and assign the appropriate level of access. Until the website access manager has granted the user access, the user will only have access to resources and policies.
If you are the first person in your practice or facility to register, you can obtain a user ID and create a password by clicking “Register” on the login page. Your office will be called by an Internet Customer Service Associate to help establish a website access manager. If the website access manager has not been established and it has been more than 5 business days since you registered, please call Internet Customer Service at 888.736.7499. Learn how to register by watching this short video tutorial.
12. Will I be able to perform all of the same functions on Provider.Evernorth.com as I did on CignaforHCP.com?
Yes. Provider.Evernorth.com will provide you with most of the functionality that you’re accustomed to using on CignaforHCP.com. Examples include:
- Verifying eligibility
- Look up benefits by procedure code or by category
- Checking claim status
- Submitting claim appeal or reconsideration requests
- Enrolling in and managing electronic funds transfer (EFT)
- Viewing remittance reports (when enrolled in EFT)
- Updating demographic information
- Performing other transactional activities
13. My organization offers both behavioral and medical services, or I have access to both behavioral and medical TINs. Do I need to use both Provider.Evernorth.com and CignaforHCP.com?
You will be able to manage most of your transactions through Provider.Evernorth.com. However in some instances you will need to navigate to CignaforHCP.com. We have included links throughout the sites to help you easily move from one website to the other.
- Patient eligibility and benefits for both Evernorth Behavioral Health, Inc. and Cigna administered plans are available on both websites.
- For TINs that offer both behavioral and medical services, all claims and remittances (when enrolled in electronic funds transfer) will be viewable on Provider.Evernorth.com. CignaforHCP.com will not display claims and remittances for Evernorth Behavioral, Inc. patients.
- TINs for medical-only services will need to navigate to CignaforHCP.com to view claims and remittances.
- TINs for behavioral-only services will need to use Provider.Evernorth.com to view claims and remittances.
14. What is an identified line of business?
Identified line of business is assigned based on how your TIN is loaded in our system, or how your TIN is identified during the registration process. It could be identified as behavioral, medical, or medical/behavioral.
TINs identified as medical-only will be directed to CignaforHCP.com. Those identified as behavioral only will be directed to Provider.Evernorth.com. Those that are both medical and behavioral may log-in to either website.
15. What is a preferred line of business?
When your TIN is identified as medical/behavioral line of business, you will have an opportunity to identify the primary line of business you are responsible for in your role. You can identify it as behavioral, medical, or medical/behavioral.
You will have access to both Provider.Evernorth.com and CignaforHCP.com. When medical preferred line of business is chosen, you will be directed to CignaforHCP.com upon login. Those identified as behavioral will be directed to Provider.Evernorth.com. Those that are both medical and behavioral may log-in to either website. We have included links throughout the both websites to help you easily move from one website to the other when needed.
ADDITIONAL INFORMATION
16. Will you continue to notify me of future changes as you continue your transition to Evernorth Behavioral Health?
Yes. Maintaining our relationship with you remains a top priority. As the transition to Evernorth Behavioral Health progresses, you can expect to receive updates through channels, including newsletters, emails, website postings, and/or mailed notifications.
17. Where can I get more information about Cigna's launch of Evernorth?
For more information about this topic, please refer to the September 2020 news release (Cigna.com > About Cigna > Cigna Newsroom > News Releases > Cigna Launches Evernorth To Accelerate Delivery Of Innovative And Flexible Health Service Solutions).
18. Who can I contact if my question isn’t answered in this document?
If you have questions about our transition to Evernorth Behavioral Health, please call Provider Services at 800.926.2273.