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IMPORTANT NOTICE: Retroactive Authorization Requests

Effective June 1, 2017, the SWHP Health Services Department (HSD) will no longer accept retroactive authorization requests. If a service requires prior authorization and the authorization is not obtained prior to the service being rendered, then the claim billed for the service will be denied.

The SWHP HSD will continue to accept retroactive notifications for the limited services that require one. A reference number will be provided for the notification. For more information, please do not hesitate to contact the SWHP HSD at 1-888-316-7947.

ANNOUNCEMENT: Scott & White Health Plan Provider Relations Representative Contact Information

To identify who your PR Rep is, please use the territory map, which lists the name and cell phone number of each PR Rep along with a color-coded legend that shows the counties that each PR Rep covers. The PR Reps serve as your liaison with SWHP. They are available to assist you with information regarding SWHP’s policies, procedures, questions, and issues or concerns.


All SWHP non-contracted provider requests for prior authorization are processed by Cigna. 

Please take the following steps to ensure your request is processed in a timely manner:

    • You MUST FIRST verify benefits and eligibility with SWHP by phone. Call 1-844-769-3994 and speak to a customer advocate.
    • When verification is complete, you may have the advocate transfer you directly to Cigna, OR you may contact Cigna at 1-866-494-4872 to determine prior authorization requirements and initiate prior authorization requests.


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