Provider Portal User Guide

Transcription

1 Provider Portal User Guide June 2013

2 NOTICE REGARDING CONFIDENTIAL INFORMATION NOTICE REGARDING CONFIDENTIAL INFORMATION ALL INFORMATION IN THIS MANUAL IS CONFIDENTIAL AND MAY NOT BE DISCLOSED. Employees agree to use this confidential information solely for the purpose of performing their job responsibilities with MultiPlan, Inc. Employees also agree to maintain the confidentiality of all confidential information, and to share such information only with MultiPlan, Inc. consultants and contractors who reasonably need to have access to the information to perform their responsibilities for MultiPlan, Inc. and who have signed confidentiality statements. Any release of confidential information constitutes grounds for disciplinary action, up to and including termination of employment. All company and product names may be trademarks or registered trademarks of their respective owners. These names are used only for explanation without intent to infringe by MultiPlan, Inc., 115 Fifth Avenue, New York, NY All rights reserved. No portion of this document may be copied for any reason without the prior written consent of MultiPlan, Inc. V4.1 June

3 Table of Contents Table of Contents NOTICE REGARDING CONFIDENTIAL INFORMATION... 2 Table of Contents... 3 Provider Portal... 5 Overview... 5 Accessing the Provider Portal... 5 Provider Portal Message Banner... 5 Provider Portal Unavailable Message... 6 Log In Screen... 6 Forgot Your Password?... 8 Create an Account... 9 Account Creation Overview... 9 Provider Portal Options Navigation Overview Home Page Overview Customer Service Home Overview Open New Service Case Overview Create a New Service Case Introduction Instructions on how to create a New Service Case Complete the Case Inquiry Submission Case Inquiry Submission Overview s to Upload or Fax Documents to the Case View Service Cases View Service Cases Overview Add Note to Existing Service Case Add Attachment to Existing Service Case View an Attachment in an Existing Service Case Reopen a Closed Service Case Search Service Cases Search Service Cases Search Results Preferences Overview and Account Preference Selections FAQ and User Guide FAQ Section User Guide Help & Resources Overview Help & Resources - Take Overview Add a Provider to your group Download an application Search for a participating provider for your patient Overview Download Credentialing Forms Help & Resources - Take Our Survey Overview Help & Resources Learn About MultiPlan Learn About Our Products Download our Provider Handbook V4.1 June

4 Table of Contents Client List Create a Customer Service Case without an Account Overview Frequently Asked Questions User Guide Are you looking to? Entity Type Selection s to Open a New Customer Service Case V4.1 June

5 Provider Portal Provider Portal Overview The Provider Portal is a web-based application designed to provide access for providers to submit customer service issues and inquiries online to MultiPlan. All cases created via the Provider Portal have the capacity to include attachments directly related to the case inquiry and receive an automated notification upon opening a case. Providers also have the ability to create a Provider Portal account which will allow them to take advantage of the following benefits. Ability to view the current status of an open service case. Ability to view service case note entry history related to the working status of a service case. Ability to add notes and attachments to open service cases. Ability to reopen a closed service case. Ability to search for an existing service case. Ability to manage provider user contact preferences. Providers that choose not to create an account can still submit a customer service case without a log in; please skip to page 72 for instructions on creating a case without an account. Accessing the Provider Portal The link to access MultiPlan s Provider Portal varies depending on whether or not a user account exists. Already have an account? Use the following link to sign in: Need an account? Or want to submit a case without logging in? Use the following link to create a customer service case without logging in: Once a service case has been submitted, users have the option to create an account for future case submissions. Provider Portal Message Banner Any time enhancements are made in the Provider Portal a message banner will display the new features. Click on the link below to learn about the new portal features. Message Banner location on the home page. Search Service Cases V4.1 June

6 Provider Portal Provider Portal Unavailable Message Any time the Provider Portal is not available, a message will display on the login screen notifying portal users the system is currently unavailable. Log In Screen The Log In page displays two options to access the Provider Portal: 1. If an account has already been created, enter the address and password and select Log In to access the Provider Portal. This option allows providers to create customer service cases and check status on existing cases. Please note: For security reasons, MultiPlan requires passwords to be changed every 90 days. MultiPlan will send an notice to the provider user advising the password will expire in 14 days. If a Provider User has multiple failed log in attempts the application will lock out the Provider User from the account. An notice will be sent to the user s primary address advising the account will automatically unlock in 30 minutes. The Provider User can try to log in again after the 30 minutes. 2. Providers without an account can select the Click here link to create a customer service case. For instructions on submitting a case without an account, skip to page 72. When the Provider Portal is scheduled for maintenance, the log in page will display an alert message notifying Provider Portal users the system will be down. V4.1 June

7 Provider Portal Please note: Once the customer service case has been created, the user has the ability to create an account if desired. V4.1 June

8 Provider Portal Forgot Your Password? If a password is forgotten when logging in to the Provider Portal, it can be reset to restore access to the user account. Follow the steps below to reset password. 1. Select the Forgot Your Password link. 2. Enter the address that is used to sign into the account, and select Reset My Password. 3. Instructions on how to reset the password will be sent to the address provided. Please note: The password reset link will be valid for one hour. If the password is not reset within the hour it will expire. If the password link has expired, another request can be sent to reset the password following the above steps. V4.1 June

9 Create an Account Create an Account Account Creation Overview The option to create a user account within the Provider Portal is displayed upon successful completion of a Customer Service Case. Refer to page 72 for instructions on how to Create a Customer Service Case without an Account and follow the steps below to register for a provider account. Please note: All s will be sent to the end users from support@multiplan.com. If an account is created on behalf of the provider by a MultiPlan Administrator, an will be sent to the user s primary address. If an account is in a Pending User Validation state and the provider user performs an update to the primary address, an will be send to the user s primary address. When a provider user account is in a Pending User Validation state and the user has not verified the account for 5 days, the application will send an to the user s primary address. V4.1 June

10 Create an Account 1. Select Click here to get started to create an account. 2. The Create an Account window will appear providing contact information and additional instructions. Verify the contact information. If the account information and the address are correct, click Create My Account to continue to step 3. If the account information or the address is not correct, click Cancel. o When the Cancel button is selected, the user will be directed back to the Service Case Created page. Please note: If the address supplied in the case is already linked to a user account, a message stating: Cannot Create Account will display. Please skip to step 11 for additional information. V4.1 June

11 Create an Account 3. An will be sent to users account with additional instruction needed to activate the account. 4. Click Done. The following window will display within the Portal. V4.1 June

12 Create an Account 5. The activation will be sent from MultiPlan to the primary address supplied. Click the URL supplied within the to activate the provider account. 6. Once the activation link appears, enter the address and click Begin Activation. Please note: Use address listed in the . V4.1 June

13 Create an Account 7. Confirm if the User Name is correct. If yes, click Yes this is me and skip to step 9. If no, click This is not me continue to step If This Is Not Me option was selected a window will appear directing the user to contact MultiPlan Support. Click Close. V4.1 June

14 Create an Account 9. If Yes It Is Me option was selected, create and confirm password using the Hint criteria supplied to the right of the password fields. Click Create. 10. Upon activation completion, the Log In window will appear. If an error occurred when creating the account, continue to step 11. V4.1 June

15 Create an Account 11. If an error occurs when creating the account, users will receive one of the following error messages: There has been a problem creating your account. Please call MultiPlan at This error message occurs when the information entered does not meet MultiPlan requirements (Example: The address is greater than 50 characters). An account already exists for [ address]. If the password is known, select Log-in here to access the account. If the password is not known, select Retrieve your password here and follow the instruction to reset the password. V4.1 June

16 Provider Portal Options Provider Portal Options Navigation Overview Navigation within the Provider Portal is performed by using the Home tab, the drop down menu within the Customer Service tab and the Help & Resources tab. Navigation Menu Home Customer Service Home Open New Service Case View Service Cases Search Service Cases Preferences FAQ & User Guide Description Allows user to navigate to the main portal page. Provides access to a list of open service cases and recently closed service cases. Create a new Customer Service case. List of open service cases or recently closed service cases. Ability to search for an existing case. Set up notification preferences. The FAQ & User Guide option ties into the Help & Resources tab, providing access to the following items. Copy of the Provider Portal User Guide. List of frequently asked questions about the Provider Portal as well as MultiPlan s networks. MultiPlan s applications & credentialing forms MultiPlan s portal survey Information about MultiPlan s products and the provider Handbook A list of MultiPlan s Clients V4.1 June

17 Provider Portal Options Help & Resources Provides access to the following: FAQ s and User Guide MultiPlan s applications & credentialing forms MultiPlan s portal survey Information about MultiPlan s products and the provider Handbook List of MultiPlan s Clients V4.1 June

18 Home Page Home Page Overview Upon logging into the Provider Portal the system will default to the Home Page which will allow users to: Navigate to additional pages in the portal using the Customer Service and Help & Resources tabs. View a simplified version of the users profile View the last five recently opened service cases under My Open Service Cases section. Field Description Home Tab Transfers user to the Home Page from any screen. Customer Service Tab Allows the user to navigate to various sections in the portal to perform specific functions. Help & Resources Tab Provides access to the following: FAQ s and User Guide MultiPlan s applications & credentialing forms MultiPlan s portal survey Information about MultiPlan s products and the provider Handbook List of MultiPlan s Clients V4.1 June

19 Home Page Profile Field Description Allows users to update profiles and passwords as well as view group information. Preferences Log Out Allows users to update addresses and change options to receive or not to receive notifications when notes are added to the user s service cases by MultiPlan. Enables users to log out of the Provider Portal My Profile Provides a quick view of the user s profile. To view user s full profile, click View Full link. My Open Service Cases Displays the last five opened service cases. To view case detail, click on the case row. Banner Message When enhancements are made to the Provider Portal a message will display providing a description of the enhancement. V4.1 June

20 Customer Service Home Customer Service Home Overview Customer Service Home option provides access to a list of service cases created by the user on the Provider Portal. Within this section users have the ability to view a service case and add case details. Data Field My Open Service Cases Description List of service cases that the user has submitted that are currently open. Double-click the case row to view service case details. Field Name Created On Service Case # Reason for Inquiry Provider Name Description Date the service case was originally created. The unique identification number used to track the service case. Indicates the service case inquiry reason that was assigned when the service case was initially created. Practitioner s first and last name or the facility/ancillary name the service case is related to. My Closed Service Cases List of recently closed service cases that the user has submitted. Double-click the service case row to view service case details. Field Name Closed On Service Case # Reason for Inquiry Provider Name Description Date the case was closed. The unique identification number used to track the service case. Indicates the service case inquiry reason that was assigned when the service case was initially created. Practitioner s first and last name or the facility/ancillary name the service case is related to. V4.1 June

21 Open New Service Case Open New Service Case Overview Open New Service Case option is used to create a new service case for a specific inquiry or issue. Once a new service case has been submitted to MultiPlan, the Provider Portal will display a confirmation summary indicating the service case reference number, notification to the user as well as directions on how to supply any supporting documentation related to the service case issue. Create a New Service Case Introduction To open a new service case, click on the Customer Service tab on the Navigational Tool bar and select Open New Service Case from the drop down menu. Instructions on how to create a New Service Case Follow the steps below to submit a service case. Please note: Items with an asterisk are required. Items with a Question Mark icon have help text available. 1. Select the Open New Service Case link from the Customer Service drop down menu. V4.1 June

22 Open New Service Case 2. A set of inquiries is available under Are you looking to section. Was an option under the Are you looking to section selected? If yes, continue to step 3. If no, skip to step A pop-up window will appear with instructions on how to complete the inquiry. V4.1 June

23 Open New Service Case 4. Occasionally the instructions will direct the users to click on an additional link. This action will open another window allowing the users to complete the desired tasks. Click on the button in the upper right hand corner to close the link. 5. Close the pop-up window by clicking on Done. 6. Click the radio button next to the desired provider type. Please note: The asterisk * indicates that the field must be completed in order to open the case. V4.1 June

24 Open New Service Case 7. Enter the requested Provider information. Please note: All fields in bold print displayed with an asterisk must be completed. 8. Complete the Inquiry Information section. V4.1 June

25 Open New Service Case 9. Click on the drop down menu to select the appropriate Network. V4.1 June

26 Open New Service Case 10. Click on the drop down arrow to select the Reason for Inquiry. Depending on the Reason for Inquiry selected, instructional sets may display under the inquiry field. Please note: If unsure which inquiry type to select, users can select the Question Mark icon to open a new window that provides an explanation of each inquiry type. Click the window. in the upper right corner to close the Explanation of Reason for Inquiry V4.1 June

27 Open New Service Case 11. If the inquiry involves a claim, the system will prompt the user to enter the claim information. Type a brief explanation of the inquiry in the comments field to ensure proper handling of the case. Please note: All fields in bold print displayed with an asterisk must be completed. 12. If the inquiry is a request for information which does not involve a claim, a note entry describing the inquiry or issue must be entered in the comments section. V4.1 June

28 Open New Service Case 13. Select the Open Case button to submit the service case. 14. To cancel the case submission, click on Cancel. A new window will appear to confirm the cancellation request. 15. Upon successful completion of a case creation, users will receive notification. The will include the case number and a link to the Portal case. Sample Communication: Please note: The will be received from support@multiplan.com 16. The service case(s) will be created based on the information provided. V4.1 June

29 Complete the Case Inquiry Submission Complete the Case Inquiry Submission Case Inquiry Submission Overview Once a new case has been submitted, the system will automatically display a confirmation summary. The summary will include the Service Case Number, the address the confirmation was sent to and directions on how to submit documents (when applicable) to the case. If documents are involved with the case inquiry, MultiPlan requires this type of supporting documentation to be attached to the service case. Select to upload the documents directly to the case or to fax copies of the documents to the applicable fax number. Please note: For first time portal users or users that desire to create a Provider Portal account with MultiPlan, go to page 72 for instructions on how to Create a Customer Service Case without an Account. Once a case is created, users will have the option to create an account for future case submissions. V4.1 June

30 Complete the Case Inquiry Submission s to Upload or Fax Documents to the Case 1. To upload documents, continue to step 2. To fax documents, skip to step Click on the Upload Now button. V4.1 June

31 Complete the Case Inquiry Submission 3. A new screen will appear prompting the user to upload a file. Click on the icon to the right of the File field. Please note: The Provider Portal can accept the following file types and corresponding maximum file sizes: File Type Max Size File Type Max Size File Type Max Size.DOCX 50 MB.PDF 50 MB.JPG 10 MB.DOCM 50 MB.DOC 50 MB.MDI 50 MB.XLSX 50 MB.ZIP 50 MB.PNG 10 MB.XLSM 50 MB.XLS 50 MB.RTF 50 MB.XLSB 50 MB.TXT 50 MB.BMP 10 MB.TIF/.TIFF 50 MB.HTM 10 MB.GIF 10 MB V4.1 June

32 Complete the Case Inquiry Submission 4. Select the document to be uploaded and click Open. 5. The document address will appear in the File field, click Upload. The selected document is uploaded it will appear in the Attach File section. 6. To attach multiple documents to the case, repeat steps 3 through Click OK V4.1 June

33 Complete the Case Inquiry Submission 8. Print the Cover Sheet to fax documents to MultiPlan. V4.1 June

34 Complete the Case Inquiry Submission 9. A window will appear displaying a MultiPlan Cover Sheet. The cover sheet will have the appropriate field information auto-populated. Please note: The sender s name and the number of pages in the fax including the cover sheet must be entered. Click the button in the top right corner to close the window. V4.1 June

35 View Service Cases View Service Cases View Service Cases Overview View Service Cases option provides a list of cases submitted by the user through the Provider Portal. To view service cases, select the View Service Cases from the Customer Service drop down menu. Data Field Open Service Cases Tab Closed Service Cases Tab Created On Closed On Description Displays service cases currently open that the user has submitted. Select this tab to view recently closed service cases. Available when viewing the Open Service Cases tab. Indicates the date the service case was originally created. Available when viewing the Closed Service Cases tab. Indicates the date the service case was closed. V4.1 June

36 View Service Cases Data Field Service Case # Priority Inquiry Type Reason for Inquiry Network Provider Name Submitted By Reopened On Page Navigation Buttons Description The unique identification number used to track the service case. Please note: To view detail on a service case, double-click the service case row. Indicates the service case priority level assigned when the service case was initially created. The issue type that was selected when the service case was created. Classifies the issue type into a particular category. The Network that was selected when the service case was created. Practitioner s first and last name or the facility/ancillary name the service case is related to. Name of the user that submitted the service case. Available only when viewing the Open Service Cases tab. If the service case was previously closed and then reopened, the date the service case was reopened will be displayed. Only 10 service cases will display on the page. Use the page navigation buttons to view additional service cases. V4.1 June

37 View Service Cases Data Field Current Case Status Detail Notes Provider Information Claim Information Attachments Description Contains basic service case information including status of the service case, the date it was created, closed and the name of the user that opened the service case. Also includes the original service case number and any related service cases. Includes the Inquiry Type, Category, Priority and Network detail. Lists the notes created by the Provider Portal user as well as notes created by MultiPlan. Notes are listed in order of the most recent on top. The individual that entered the note will be displayed in the following format: Added by: First Name Last Name Example: Added by: John Smith Notes entered by MultiPlan will be displayed in the following format: Added By: MultiPlan Select the Add Note button to add a new note. This option is only available for cases that are currently open. Lists the practitioner or the facility/ancillary name, TIN, NPI, and address information. Lists the claims that have been attached to the service case. This view provides basic information. List of documents attached to the service case through the Provider Portal. Users have the ability to view the attachments that exist in both Open and Closed Service Cases. V4.1 June

38 View Service Cases Users also have the ability to add a new attachment. This option is only available for service cases that are currently open. V4.1 June

39 View Service Cases Add Note to Existing Service Case Overview Follow the steps below to add notes to an existing service case. Please note: Notes can only be added to Open service cases. 1. Select the desired service case from the My Open Service Cases screen of the Home Page or go to the Customer Service drop down option click View Service Cases. My Open Service Cases: Double-click on the desired service case row: View Service Cases: Select View Service Cases from the Customer Service drop down menu. For detailed instructions on viewing an existing service case, view the View Service Cases section. 2. With the service case open, select the Add Note button. V4.1 June

40 View Service Cases 3. Enter desired text and select Add Note. 4. The new note will be displayed at the top of the notes section within the service case detail. V4.1 June

41 View Service Cases Add Attachment to Existing Service Case Overview The Provider Portal can accept the following file types and corresponding maximum file sizes: File Type Max Size File Type Max Size File Type Max Size.DOCX 50 MB.PDF 50 MB.JPG 10 MB.DOCM 50 MB.DOC 50 MB.MDI 50 MB.XLSX 50 MB.ZIP 50 MB.PNG 10 MB.XLSM 50 MB.XLS 50 MB.RTF 50 MB.XLSB 50 MB.TXT 50 MB.BMP 10 MB.TIF/.TIFF 50 MB.HTM 10 MB.GIF 10 MB Please note: Attachments can only be added to Open service cases. 1. Select the desired service case from the My Open Service Cases screen of the Home Page or go to the Customer Service drop down option click View Service Cases. My Open Service Cases: Double-click on the desired service case row: View Service Cases: Select View Service Cases from the Customer Service dropdowm menu. For detailed instructions on viewing an existing service case, view the View Service Cases section. V4.1 June

42 View Service Cases 2. With the service case open, select the Add Attachment button located at the bottom of the screen. 3. A new screen will appear prompting the user to upload a file. Click on the icon to the right of the File field. V4.1 June

43 View Service Cases 4. Select the document to be uploaded and click Open. 5. The document address will appear in the File field, click Upload. The selected document is uploaded it will appear in the Attach File section. 6. To attach multiple documents to a case, repeat steps 3 through Click OK V4.1 June

44 View Service Cases 8. The new attachment will be displayed within the Attachments list. To view the documentation that has been attached, go to View an Attachment in an Existing Service Case. V4.1 June

45 View Service Cases View an Attachment in an Existing Service Case Overview Attachments uploaded to a service case by an Authenticated User can be viewed by the user. This includes both opened and closed service cases. 1. On the Customer Service tab, click on the View Service Cases to locate the service case. 2. To select the Service Case, double click on the case row. V4.1 June

46 View Service Cases 3. Once the case opens, scroll to the bottom of the page to the attachments section. 4. To download the file, double click on the file row. Please Note: When the file is selected, the enitre row will highlight blue. If multiple files are attached to a case, once a case has been selected the file row will remain highlighted blue. To remove the blue highlighting, click on the row. 5. To view the file, click the Open button. To Save the file, click the Save button. V4.1 June

47 View Service Cases Reopen a Closed Service Case Overview There are times when a closed case will need further review by MultiPlan. The portal has a feature that allows users to reopen a closed service case rather than creating a new case. Follow the steps below to learn how to reopen a closed service case. 1. Locate the closed service case using the View Service Cases option under the Customer Service tab. 2. Select the closed tab and double click on the desired service case. 3. Verify that the Service Case Status is closed and the Reopen icon is displayed. 4. Select the Reopen icon. The system will display the following message: V4.1 June

48 View Service Cases 5. A reopen reason is required in order to reopen a service case. Use the dropdown menu to select the appropriate reason. 6. Select the Reopen button. V4.1 June

49 7. Once the case is reopened, the following fields will be updated: Status: Indicates Open Reopened On: Autopopulates the date the service case was reopened Reopened Reason: Displays the reason selected during the dropdown process. Notes: A note will be autogenerated to indicate that the service case has been reopened. Please note: If a service case is reopened, it is recommended to add a detailed note to explain why the case was reopened. This will ensure the service case is handled appropriately. V4.1 June

50 Search Service Cases Search Service Cases Overview Users have the ability to search for existing service cases by the unique service case number, or by searching with a variety of service case details. Enter the search criteria and hit [ENTER] or select the Search button to generate results. V4.1 June

51 Search Service Cases Data Field Description Service Case # Service Cases Created Date TIN Provider Name Status Search Button Enter the unique service case number to generate results. If a service case number is entered, there is no need to add additional search criteria. Please note: If a match is found, the screen will automatically open to the View Service Cases screen. Enter a date range that the service case was created or reopened on. Enter the TIN that was used to create the case. Enter the practitioner s last name or the facility/ancillary name that the service case was created for. Please note: When searching by last name then first name a comma is required between the last and first name. Example: Smith, John Results can be narrowed by searching for service case status Open or Closed. Please note: The system defaults to All. Select the Search button to generate results based on the search criteria entered. View the Search Service Cases Search Results section for additional information. V4.1 June

52 Search Service Cases Search Service Cases Search Results General Rules Users will only be able to view service cases created by them via the Provider Portal. Search results will vary depending on if no results are found, if multiple results are found, or if only one result is found. No Results: If no results are found, the No Results message will be displayed. Multiple Results: If multiple results match the search criteria, each case will be displayed and the user can double-click on the desired row. Please note: Notes listed in yellow, with a caution icon indicate a new note has been added. This note may have been added by the MultiPlan Representative, or by the Provider Portal User. Single Result: If the search criteria generate a single result, then the screen will automatically open to the View Service Cases screen for that service case. V4.1 June

53 Search Service Cases V4.1 June

54 Preferences Preferences Overview and Account Preference Selections The Preferences tab is used to update phone numbers, fax numbers and basic demographic information associated with a user s account as well as notification preferences. Each time a service case is created or closed, the Provider Portal system will send an automated confirmation of the recent service case activity to the primary address listed within the account. To update a primary or alternate address, select the Update Address option. Please note: Bolded fields with an asterisk must be completed. Click Update to launch the change. Click Cancel to withdraw the change. If the Cancel button is selected, the system will display an Unsaved Work V4.1 June

55 Preferences window asking for confirmation of the requested action. To receive notification from the Provider Portal each time MultiPlan has added a note entry to the service case, select the appropriate radio button response. The menu bar located on the top right of the website also provides an alternative link to the Profile and Preferences sections. In addition, the Profile section allows for passwords to be updated. Click Update Password. Enter current password, new password and confirm password; click Reset. V4.1 June

56 FAQ and User Guide FAQ and User Guide Overview The FAQ & User Guide option can be accessed through the Customer Service drop down menu. This section provides access to the following: List of frequently asked questions. Copy of the Provider Portal User Guide. V4.1 June

57 FAQ and User Guide FAQ Section The FAQ section includes frequently asked questions regarding the Provider Portal, as well as general service process questions and MultiPlan product information. The questions are listed within the left-hand side of the page. To view the answer, simply select the question line and the answer will be displayed below. Select the question line again to collapse the answer. User Guide Select the manual icon to view a PDF version of the Provider Portal User Guide. V4.1 June

58 Help & Resources Help & Resources Overview Help & Resources page provides access to applications to add a provider to the group contract, credentialing forms, client lists and access to the provider handbook. In addition, users can access the FAQ s and User Guide. Data Field User Guide FAQ Take Give Feedback Learn About MultiPlan Description Allows users to download the Provider Portal User Guide. Provides answers to frequently asked questions about the Provider Portal as well as MultiPlan. Allows users add a practitioner to the group, search for a participating provider for a patient and download the most common credentialing forms. Users can take a survey to provide feedback to MultiPlan about the Provider Portal. Users can learn about MultiPlan s products, download MultiPlan s Client Lists, and download the most current version of MultiPlan s provider handbook. V4.1 June

59 Help & Resources - Take Help & Resources - Take Overview The Take section allows users to add a practitioner to a group, search for a participating provider for a patient and download the most commonly used credentialing forms. V4.1 June

60 Help & Resources - Take Add a Provider to your group Download an application When a decision is made to add a provider to the group contract the portal allows users to complete the task online. Go to the Help & Resource page; click the to view a list of applications. icon next to Add a Provider to your group Click the desired link to download the application. Once the application is opened, users can fill out the form online and print a copy for their records. To fill out the application form online follow the process below: Select the application you would like to complete and save it to your desktop. Open the application form from your desktop, click the sign-add text icon. A navigation bar will appear on the right side of the page, click the Add Text option under the I Need to Sign drop down feature. Complete the application and save it. V4.1 June

61 Help & Resources - Take Search for a participating provider for your patient Overview The Search for a participating provider for your patient option will allow a user to search for a network provider for a patient on the MultiPlan Website. Follow the steps below to search for a participating provider for your patient. 1. On the Help & Resources page, click the Take our survey as often as needed to help us improve the portal. V4.1 June

62 Help & Resources - Take 2. The system will open the MultiPlan Website to the Identify Your Network Logo page. Select the logo displayed on the patient s ID card. Click Continue. 3. Select the Provider Type, click Continue. Helpful Hint! The website will allow a search to be completed for a doctor or facility dependent on the radial tab selected. Please note: If changes need to be made on a previous page, select the Back button. V4.1 June

63 Help & Resources - Take 4. Complete the Search Criteria page, click continue. Doctor s search criteria page: Helpful Hint! Click the More Search Options drop down to display the Gender, Languages Spoken and Hospital Affiliation fields. Facility search criteria page: V4.1 June

64 Help & Resources - Take 5. The results page will display the name, provider type, telephone number and mile radius. 6. Close the tab or the window to exit the MultiPlan Website. V4.1 June

65 Help & Resources - Take Download Credentialing Forms The Download Credentialing Forms section allows users access to download, complete and save the most commonly used forms. Click the icon next to Download Credentialing Forms to display a list of the most commonly used forms. Click on the name of the form to download the page. V4.1 June

66 Help & Resources - Take Our Survey Help & Resources - Take Our Survey Overview MultiPlan looks forward to user feedback! The Take Our Survey option allows users to provide feedback on the Provider Portal s functionality. Please complete the survey every time a new feature is used or at a minimum once a week. Follow the steps below to complete the Survey. 1. On the Home Page, click the Take Our Survey link. 2. Complete the fields on the first page. Please Note: The group name and fields are required to be completed to move to the next page. 3. Click the Next Page button. 4. Continue answering the questions displayed on the page. Click Next Page to move to next set of questions. Click Previous Page to move back view the previous questions. V4.1 June

67 Help & Resources - Take Our Survey 5. When a Yes/No question is provided, depending on the answer the system will function differently. If no is selected, continue to step 6. If yes is selected, continue to step If No was selected, the system will display another Yes/No question. 7. If Yes is selected, the system will display a list of questions allowing users to rate the functionality. 8. Once all survey questions are completed, click the Submit Survey button. V4.1 June

68 Help & Resources - Take Our Survey 9. Users will receive a message Survey Has Been Accepted. 10. Click the X to close the browser window. Please Note: Various internet browsers can open links differently by default or by user configurations which is important to recognize. To close the Client List view the options below: If a Client List opened in a new tab in the current window, click the X on the single tab, not the X for the entire window/session. If a Client List opens in a new window, click the X in the upper right hand corner of the window. V4.1 June

69 Help & Resources Learn About MultiPlan Help & Resources Learn About MultiPlan Learn About Our Products The Learn About Our Products link will route users to the MultiPlan website to view detailed product information. Download our Provider Handbook The Download our Provider Handbook link route users to the most current MultiPlan Provider Handbook on the MultiPlan website to view, save or print. Client List The Client List section allows users to download, print or save the most current network-specific client list. Follow the steps below to generate a client list. 1. Go to the Help & Resource page and click the icon next to Download Client Lists. V4.1 June

70 Help & Resources Learn About MultiPlan 2. Locate the desired network-specific client list and click the link to display the information. 3. Once the client list is displayed, go to the File tab on the Menu bar and select the desired task. Save as Print V4.1 June

71 Help & Resources Learn About MultiPlan 4. Click the X to close the browser window. Please Note: Various internet browsers can open links differently by default or by user configurations which is important to recognize. To close the Client List view the options below: If a Client List opened in a new tab in the current window, click the X on the single tab, not the X for the entire window/session. If a Client List opens in a new window, click the X in the upper right hand corner of the window. V4.1 June

72 Create a Customer Service Case without an Account Create a Customer Service Case without an Account Overview The Open a Customer Service Case home page will appear once a user has selected the Click here option on the Log in page. The Open a Customer Service page displays information related to claim inquiry cases, general inquiries, access to frequently ask questions and provider type identification. Users can register for a MultiPlan Provider Portal account once they open a service case. Frequently Asked Questions A list of frequently asked questions about the Customer Service Tool and information regarding MultiPlan s networks is available by clicking See our FAQ link. To view the answer to a specific question, click on the question and the answer will appear. Click the question again to minimize the answer. Click the Back to Open New Service Case link to go back to the previous page. V4.1 June

73 Create a Customer Service Case without an Account User Guide A current downloadable pdf version of the User Guide is available by clicking User Guide. A new window will appear displaying the User Guide. Click the button in the top right hand corner to close the window. Are you looking to? A set of inquiries are available under Are you looking to section. Click the desired inquiry to view instructions on how to complete the task. V4.1 June

74 Create a Customer Service Case without an Account A pop-up window will appear with instructions on how to complete the inquiry. Occasionally the instructions will direct the users to click on an additional link. This action will open another window allowing the users to complete the desired tasks. Click the button in the upper right hand corner to close the link. Close the pop-up window by clicking Done. V4.1 June

75 Create a Customer Service Case without an Account Entity Type Selection To initiate a new customer service case inquiry, the rendering Health Facility, Practitioner, Group Practice or a third party must be identified. s to Open a New Customer Service Case 1. Click on the radio button to select the appropriate entity type. For a rendering Health Facility, Practitioner or Group Practice, continue to step 2. Third party entities cannot submit a case inquiry through the Customer Service Tool. A message will appear indicating to call MultiPlan Customer Service to initiate a case inquiry. 2. Has an account already been created? If yes, click on the Already have an account? Log-in here link. If no, continue to step 3. V4.1 June

76 Create a Customer Service Case without an Account 3. Enter the requested Contact information. Please note: All fields in bold print displayed with an asterisk must be completed. 4. Select the appropriate provider type. V4.1 June

77 Create a Customer Service Case without an Account 5. Enter the requested Provider information. Please note: All fields in bold print displayed with an asterisk must be completed. 6. Complete the Inquiry Information section. V4.1 June

78 Create a Customer Service Case without an Account 7. Click the drop down menu to select the appropriate Network. 8. Click the drop down arrow to select the Reason for Inquiry. V4.1 June

79 Create a Customer Service Case without an Account 9. If the inquiry involves a claim, the system will prompt the user to enter the claim information. Type a brief explanation of the inquiry in the comments field to ensure proper handling of the case. Please note: All fields in bold print displayed with an asterisk must be completed. V4.1 June

80 Create a Customer Service Case without an Account 10. If the inquiry is a request for information which does not involve a claim, a note entry describing the inquiry or issue must be entered in the comments section. Please note: Depending on the inquiry type selected, the portal may display an instructional set. 11. To submit the case, click Open Case. Go to step 13 to view further instructions on the open case process. 12. To cancel the case submission, click Cancel Case. A new window will appear to confirm the cancellation request. V4.1 June

81 Create a Customer Service Case without an Account 13. When a case has been successfully opened, a Service Case(s) Created window will appear and display the following: The Service Case number for tracking purposes. The address case details were sent to. The ability to Upload or Fax supporting documentation to the case. The Click here to get started link to register for a provider user account to view and track cases. Refer to page 9 for instructions on how to create an account. 14. Upon successful completion of a case creation, users will receive an notification. The will include the case number and the Customer Service toll-free number to contact, if there are questions or follow up is needed regarding the case. Sample Communication: Please note: The will be received from support@multiplan.com. V4.1 June