How does our staff get access to the ePortal?
Facility Administrator(s) will be able to invite additional users via the ePortal. Those users receive an email with a link to an online registration process.
Which staff members in my organization should have access to the ePortal?
Facility Administrators may provide access to anyone who requires the ability to access authorization history, submit authorizations, conduct surveys or enter survey results, or confirm service locations.
Please note, the designated Facility Administrators are responsible for ensuring that access is granted to only to those individuals who are properly contracted with and/or representatives of their entity. Access to sensitive information regarding individuals in the entity's care should be in compliance with all applicable HIPAA standards in the course of rendering legitimate professional services on behalf of the entity.
Can users within our agency who are in different physical locations be given access to the ePortal?
Yes, Facility Administrators can use the User Management features of the ePortal to invite any users within an agency who should have access to the system.
What are the technical requirements for accessing the ePortal?
Community Care's ePortal recommends Microsoft Internet Explorer browser version 11, Microsoft Edge, Google Chrome, and Mozilla Firefox. While the site may be viewed in other browsers, some features may not work.
How can I get help with a technical question related to using the ePortal?
For technical assistance, providers can submit inquiries via the Contact Us form accessed from the Contact Us link on the ePortal log-in page, the Contact Us form in the ePortal Technical Support Center, or by going to https://secure.ccbh.com/contactus. We will respond within one business day.
What about HIPAA? Is the information viewed online secure?
Yes. Community Care uses the highest level of encryption available to protect sensitive and member identifiable information. Please note that is the responsibility of the users within your organization to protect and appropriately handle sensitive member identifiable information that is accessed via the ePortal.
Why isn't my username and password working for the ePortal?
Please note that the ePortal requires a separate username and password from Claims website (Provider OnLine). You must use your dedicated ePortal username and password to log in. Click the "Forgot your username or password" link on the ePortal login page to recover your login credentials.
How far back will authorizations reports go?
You will be able access report records for authorizations open or entered in 2012 going forward.
Can our entity still access the FTP feed of the weekly authorization report?
Your entity may continue to receive the FTP delivery of the weekly authorization report if you choose.
How will I access my reports if I work at multiple practices?
As soon as you register for an ePortal account, you will be able to see authorizations for any private or group practice through which you are directly contracted with Community Care. If you work for a facility that holds a contract with Community Care, if needed, the facility would need to grant you permission to see their authorization reports.
Will I get an authorization number immediately from the Request Center?
Yes, an authorization number will be returned immediately upon entry of an authorization code enabled for use in the Request Center.
Can I still submit authorization requests via telephone or fax?
For web enabled authorization codes, faxed forms will no longer be accepted by Community Care three months after the web launch of the specific authorization code. Phone submissions will still be accepted for web enabled authorization codes. For all other authorization codes, you may still submit authorization requests via telephone or fax.
If I am not required to submit an authorization for Crisis services due to an Alternative Payment Arrangement, am I now required to submit authorizations through Request Center?
No. There is no change to the requirement for authorizations. If you are not required to submit authorization requests currently, you will not be required to submit authorizations with the implementation of Request Center.
Can I still use my Provider OnLine userid to login directly to Provider Online?
Only until 05/01/2022. Between now and then your ePortal Online Facility Administrator should grant you access to the Claims system via the secure ePortal. After 05/01/2022, the only access to Provider OnLine will via Community Care’s secure ePortal.
When I access Provider OnLine from the ePortal, I only see one organization. How can I submit claims for all organizations I am affiliated with?
Your ePortal login can be associated with multiple provider organizations. You can switch between your provider organizations at any time using the entity selector in the upper right corner of the ePortal. When you launch Provider OnLine by clicking on Claims in the ePortal, you are launching a Provider OnLine session specific to the organization you are currently toggled into. Claims permission must be enabled in the ePortal for every organization you need to access in Provider OnLine.
I currently access two separate Provider OnLine systems – one for HealthChoices and one for UPMC Health Plan lines. What do I need to do?
For your HealthChoices activity you will use Community Care’s secure ePortal to access Provider OnLine for HealthChoices claims. You will still need to access the separate UPMC Provider OnLine system directly for commercial activity.
How does a provider initiate a peer-to-peer review following an MNG denial?
Professional Advisors (Peers) are available via telephone to discuss denials based on medical necessity during normal business hours and outside of normal business hours subject to reasonable limitations of availability. Adverse benefit determinations are available for discussion from the time of the denial until any initiation of the formal grievance process. Contact Customer Service at 888-251-2224.
What should I do if the ePortal is down?
While Community Care makes every effort to keep the ePortal available around the clock, you can call our 24/7 Provider Line at 1-888-251-2224 if the ePortal is experiencing downtime.