United Healthcare broken

[AnalogJ]

After users authenticate via United Healthcare, they get the following error message:

At which point they are redirected to the Fasten app.

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A similar error (but better user experience) occurs when authenticating with Flexpa

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After contacting UHC vendor support, they responded with the following message (emphasis mine):

FLEX was designed to be in compliance with the CMS Final rule. Eligibility errors generally occurs when the member has a UHC plan but not one that falls under the umbrella of that rule so they are not currently eligible for FLEX. If a member sees an eligibility error please confirm they have a plan that falls into one of the categories listed there and not a commercial plan.

This is similar to the error that Aetna users encounter - #33

This functionality is currently only available to members of health plans under certain government programs, like Medicare, Medicaid, and Qualified Health Plans on the Federally Facilitated Exchanges. Aetna’s commercial health plans are not supported. You may use this platform to share data with third-party apps if you are a member of any of the following plans:

source: aetnabetterhealth.com/share-health-data-guide.html

[ebdavison]

I just tried UHC and got the same red error message. But, I did not get the other. My experience was that I was able to login properly to UHC and get redirected back to fasten. No other error is displayed on my end.

However, in the docker logs I get several errors like this:

time="2023-11-16T23:34:15Z" level=info msg="10.211.2.53 - eef8eb92db63 [16/Nov/2023:23:34:15 +0000] \"GET 
/web/sources/callback/assets/img/apple-icon.png\" 200 9159 \"http://10.211.1.114:9090/web/sources/callback
/unitedhealthcare?error=server_error&state=155edc38-affe-487e-8a94-df2fbdb633a0&
error_id=1260631435004542-%5B5%2C+4%2C+b%2C+b%2C+8%2C+0%2C+b%2C+a%2C+5%2C+4%5D&
error_description=The+eligibility+service+failed.\" \"Mozilla/5.0 (Windows NT 10.0; Win64; x64; rv:109.0) Gecko/20100101 
Firefox/119.0\" (1ms)" clientIP=10.211.2.53 hostname=eef8eb92db63 latency=1 method=GET path=/web/sources/callback
/assets/img/apple-icon.png referer="http://10.211.1.114:9090/web/sources/callback/unitedhealthcare?error=server_error&
state=155edc38-affe-487e-8a94-df2fbdb633a0&
error_id=1260631435004542-%5B5%2C+4%2C+b%2C+b%2C+8%2C+0%2C+b%2C+a%2C+5%2C+4%5D&
error_description=The+eligibility+service+failed." respLength=9159 statusCode=200 type=web userAgent="Mozilla/5.0 
(Windows NT 10.0; Win64; x64; rv:109.0) Gecko/20100101 Firefox/119.0"

I can send all log lines if needed.

[chrishas35]

After contacting UHC vendor support, they responded with the following message (emphasis mine):

FLEX was designed to be in compliance with the CMS Final rule. Eligibility errors generally occurs when the member has a UHC plan but not one that falls under the umbrella of that rule so they are not currently eligible for FLEX. If a member sees an eligibility error please confirm they have a plan that falls into one of the categories listed there and not a commercial plan.

A provider not supporting commercial plans feels like a pretty big caveat that should be called out in documentation.

[AnalogJ]

@chrishas35 Agreed. This is definitely not ideal, and is something we're discussing on Discord.

Thankfully this only impacts Claims & Benefits records -- not Health/Medical records. So you should be able to find your hospital/hospital network in Fasten and pull your records directly from them.

[geoffrothman]

After contacting UHC vendor support, they responded with the following message (emphasis mine):

FLEX was designed to be in compliance with the CMS Final rule. Eligibility errors generally occurs when the member has a UHC plan but not one that falls under the umbrella of that rule so they are not currently eligible for FLEX. If a member sees an eligibility error please confirm they have a plan that falls into one of the categories listed there and not a commercial plan.

A provider not supporting commercial plans feels like a pretty big caveat that should be called out in documentation.

@AnalogJ I'm facing the same issue with UHC. Can you put something under hte UHC icon that gives them a heads up that this might happen...i just spent a few hours trying to troubleshoot it and it almost pushed me over the edge of keeping on with the project because of that experience.