The Message Center has a new feature: “All Messages.” You can now see and follow up on the messages submitted by others who have the same security settings as you.* Similarly, they will be able to see your messages, join the conversation, and attach supporting documentation. Communications with Provider Customer Service for the last two years will be available, including those originating outside the portal.
The messages change is being made to support better collaboration and to reduce rework. Shared access to these messages makes it easier for staff to cover for one another. For example, to see if someone submitted a grievance or appeal, you can self-serve and look up the submitted messages to determine if one is already recorded before you duplicate the effort. To get to Messages:
- Click the user profile icon in your browser’s top right corner. (It looks like a person in a circle.)
- A drop-down menu will open.
- Select “Inquiries.”
This will take you to the Message Details page. In the top section you will be able to see the opened messages you have sent or received. Click on “All Messages” to search by tax ID (required) and NPI (optional) for inquires others submitted. These will display in the second section of the screen.
*Anyone who can conduct business for the same provider, i.e., has the same tax ID, NPI, and same portal role (e.g., Clinical Staff, Billing Staff, etc.).
New: Update diagnosis codes before submitting requests and notices
If you are entering a preauthorization request or elective inpatient admission notification (requests and notices) and the member’s diagnosis changes before you submit the request or notice you will be able to update it on the Review Details page. For a better portal experience when submitting requests and notices, see this new Tip Sheet.
