Frequently asked questions for providers
How can I obtain information about AIM and its services?
Please contact AIM’s Customer Service Department at (800) 252-2021 to obtain general information about AIM and its services. TDD/TTY services are available for the deaf, hard of hearing or speech-impaired by calling (866) 766-0246 or (877) 201-4508.
How can I initiate a utilization review request?
Please contact AIM’s Customer Service Department at (800) 252-2021 to find out how to initiate a request and to be connected with the applicable AIM toll free number. You may also initiate requests on-line. Click here to begin the process.
Which services are subject to AIM’s utilization review program?
The lists differ depending on the health plan. You should have received a list of CPT codes in the mail from the health plan, along with a detailed description of the utilization review process. If you have additional questions regarding this process or would like a list of services covered by AIM’s program, please contact AIM’s Customer Service Department at (800) 252-2021.
How can I speed up the utilization review process for my office?
Cases are referred for additional clinical review when insufficient information is provided during the initial call. At a minimum, please be prepared to provide the following detailed information:
- Member Demographics (Name, DOB, Health Plan Name, ID#)
- Ordering Provider Demographics (Name, Location or Tax ID#)
- Servicing Provider Demographics (Name, Location, or Tax ID#)
- Service Requested
- Additional clinical information, such as duration of symptoms, prior test results, prior applicable personal and/or family medical history, or prior treatment type and duration.
How can I reach AIM after hours?
Requests can be initiated at any time using AIM’s Provider Portal or by calling the specific AIM toll-free number assigned to the applicable health plan where you can leave a voice mail after business hours that will be returned the next business day.
Can I verify if a utilization review request has already been processed?
Order numbers for utilization review requests that have been processed can be verified on-line or by calling AIM’s Customer Service Department at (800) 252-2021. Click here if you would like to verify order numbers on-line.
Can I initiate a utilization review request on-line?
Medical offices can initiate utilization review requests on-line. Click here if you would like to learn more about AIM’s ProviderPortal.
How can I determine whether a member is covered under AIM’s program?
First check the insurance card to see if the member’s health plan product participates with AIM. Once that has been confirmed, you can verify a member’s eligibility on-line or through AIM’s Customer Service Department at (800) 252-2021.
How can I receive a copy of the clinical criteria used by AIM?
AIM’s clinical guidelines are available on its website at aimspecialtyhealth.com/resources/clinical-guidelines/. A request for a copy of criteria can also be made by the calling AIM’s Customer Service Department at (800) 252-2021.
How can I file a complaint with AIM about its services?
If you would like to voice dissatisfaction with an aspect of AIM’s services, you may file a complaint by contacting AIM’s Customer Service Department at (800) 252-2021. You may also call the health plan to lodge a complaint, but AIM would like to be provided an opportunity to clarify or correct any issue that you may have.