Our new Provider Portal is designed to be simple and intuitive. Should you need help, we have posted a series of videos and user guides to help you step by step through each transaction.
We also created a frequently asked questions webpage to address the most common issues our Provider Customer Service team has been receiving.
Here are some key things you need to know:
This portal is organized by Tax ID numbers. For each Tax ID, a user is assigned a role called User Type, which defines what information and transactions they can see. By default, new users have access to conduct business for all providers who share the same Tax ID. Users who were migrated from our old portal were given access to the same set of providers they had access to in the old portal. Those users have the ability to consolidate their old accounts under one username and password (also referred to as PIN).
Administrator/Office Manager Role
Each provider/practice/facility needs to select someone to be their Administrator/Office Manager. That person is responsible for setting up new users, determining what transactions they can do (User Type or Role), and who they may conduct business for (if not everyone affiliated with the Tax ID). The person who first activates the master account is automatically assigned the Administrator/Office Manager role. In support of HIPAA compliance, we are looking to our providers to manage their own users. Our Provider Customer Service team does not have the ability to set up individual users or change their portal access. If the person who activated the account will not be the ongoing Administrator/Office manager moving forward, the current Office Manager can reassign the role to the new Office Manager.
When a new provider joins our network, we will contact the practice/organization and share a Registration Code(s) with the Administrator/Office Manager to set up the account and add users. If the practice/organization uses more than one Tax ID, each Tax ID will need to be registered. All registrations can be done using the same username, password/PIN, and email address so portal access for all Tax IDs is consolidated.
Identifying the Referring or Submitting Provider
For each transaction, the user must identify the provider they are submitting the transaction on behalf of. This is true even if the user is the provider or the user only has access to conduct business for one provider. This means searching for a Referring Provider for referrals, a Requesting Provider for preauthorizations, etc. You can search by name or by NPI. Company-issued provider IDs are no longer needed.