ProviderOne Readiness Series
Tips and Trouble Shooting for
Completing ProviderOne Security
Follow-Up Frequently Asked
Questions (FAQs)
Last Updated 11/3/09
Q: Is this accurate regarding
setting up accounts per location instead of per user: Since the website is encrypted and we are
providing security locally via authentication and firewall, it is left up to
the system administrator at the location how they would like to manage and
setup these accounts. [
A: Correct.
Q: I need to find out
the name of the person at my facility that did all this set up.
A: Contact the security unit by email: provideronesecurity@dshs.wa.gov Give a short description of your problem in the
subject line.
Q: Will I be able to
print the content of this webinar after it is over so I can have all the links
available?
A: You can obtain a
copy of the Webinar presentation by going to the Webinar table at the following link: http://hrsa.dshs.wa.gov/providerone/ScheduledWebinars.htm Click on
the link beneath the description of this Webinar.
Q: What should we do
if we’re locked out?
A: If the system
administrator is locked out, please email
security unit: provideronesecurity@dshs.wa.gov Please send
only one email per issue. State the nature of the issue in the subject line.
Also include your provider ID if you have it.
Otherwise, please provide your tax ID.
If you are a user, your system administrator will unlock your
account.
Q: I have been locked
out of ProviderOne as the administrator. I have left several messages and an
e-mail in the last three weeks, with no call back or response. Please advise
what I may do to get my access reestablished.
A: When we announced our go-live date, our security unit was
inundated with questions and issues such as yours. We have added resources to
this unit to help them catch up and remain so. All questions called in or
e-mailed in have been logged and are being returned in the order received.
Based on what I know about how caught up they are, I expect that you will hear
from someone any time now. Please do not send another e-mail or leave another
voice mail. Thank you for your patience.
Q: Could we get the
link to registration and system administration manual?
A: Link to Registration and Security Administration Manual: http://hrsa.dshs.wa.gov/ProviderOne/documentation/Registration/PRR%20Desktop%20Reference%20guide.pdf Security begins on page 119. The available
profiles information is on page 138.
Q: I cannot copy down
the links you are showing fast enough, where can I obtain this list?
A: You can obtain a copy of the Webinar presentation by going
to the Webinar table at following link: http://hrsa.dshs.wa.gov/providerone/ScheduledWebinars.htm Click on the link beneath the description of
this Webinar.
Q: What is the
support e-mail?
A: Security support: provideronesecurity@dshs.wa.gov Please send one e-mail per issue and state
your issue clearly in the subject line. Be sure to include your ProviderOne ID
or your Tax ID, along with any other critical information.
Q: Should I send
another e-mail with “locked out” in the subject line?
A: Yes please, indicating that you are locked out in the subject
line. Please include your ProviderOne ID and or Tax ID.
Q: I logged onto
ProviderOne a couple of days ago and updated two providers that are no longer
with our practice with an end date. It showed as pending at that time. I logged
in again today and it no longer shows as pending, but still shows both
providers as active under our domain. Do I need to do another update?
A: Please contact providerenrollment@dshs.wa.gov [1-800-562-3022 select option 2,4,2]
Q: RE: Step #5, we
entered the wrong information earlier. We need to know how to go back and
delete previously entered information and enter the correct license and license
number.
A: If your registration has been submitted and approved, then you
will need to go back to that step and end-date that information. Then put in
the new information.
Q: Is the email site
we are sending to secure? At this point, we do not have encryption and are
unable to send identifiers over the network. Is there a fax to send to?
A: The email site is secure.
Q: On my largest
domain, there is a message about needing to send copies of all contracts and
licenses, including a copy of our business License. We are a tribal clinic on a
reservation, so we do not have or need a business License. Should I send in a
copy of our Core Provider Agreement?
A: For tribes, you do not need to send in a business license. Just type
in WA000 in step 5. Use the start date of your oldest location. You do not need
to send in your Core Provider Agreement.
Hope this helps.
Q: We received a
message saying providers must be registered and select Relay Health as their
clearinghouse. How do we get to this and is this our username and password to
the site?
A: I'm wondering, is
Relay Health your Clearinghouse? If so, it sounds like that email came from
them. They are encouraging your organization to complete registration. In step
11 of registration you indicate how your organization
will submit claims.
Q: Are there slides
for this presentation?
A: Yes. You can obtain a copy of the Webinar presentation by going to
the Webinar table at following link: http://hrsa.dshs.wa.gov/providerone/ScheduledWebinars.htm Click on the link beneath the description of
this Webinar.
Q: Will we be able to
submit 837 files to a clearinghouse yet submit eligibility inquiry batch files
directly?
A: Yes.
Q: I received the initial
logon credentials, followed the link provided, put in credentials, and the
login button did not work--nothing happened. What do I do now?
A: Make sure you are using Internet Explorer. ProviderOne does not respond
to other browsers.
Q: I use a Mac
computer. Will this be a problem?
A: You do
need to use Internet Explorer.
Q: We had someone
here before and she set up security credentials. Is there a way I can reset
everything? The lady is no longer here!
A: Contact
ProviderOne Security: provideronesecurity@dshs.wa.gov
Q: After the deadline
date, can we edit the security portion to add another user, add another domain
to an existing user, etc.?
A: Yes.
Q: Can't you show us the
actual screen we will see and show us the steps from the actual site?
A: Please take the security tutorial for system training: http://hrsa.dshs.wa.gov/ProviderOne/Provider%20Training.htm
Q: Where do I find
the step-by-step tutorial for testing?
A: http://hrsa.dshs.wa.gov/providerone/HIPAAtesting.htm
Q: If one of our
users does not login in within a certain amount of time, will that user be
locked out of the system?
A: Their password will expire, but they will not be locked out.
Q: For our staff that
checks eligibility, can she stay logged in all day, or will her access
"time out"?
A: Her access will time out after 20 minutes of inactivity.
Q: If you
make a mistake in the security set up, can you start over?
A: If
you make a mistake, you can go back in and make changes to that user account.
Q: We have several
billers. They need access to hospital claims and claims from the clinics. They
all have different Domains. You just said I don't put the same person under
more than one domain. Do I set them up under one domain and then go in and add
other domains to their individual set up?
A: You can set a person up in each domain they need access to. Use
one spreadsheet per domain. Put a user on a spreadsheet only once and check
multiple profiles if necessary.
Q: How do you set up
provider file maintenance?
A: Please use the ProviderOne Registration and Security
Administration Manual: http://hrsa.dshs.wa.gov/ProviderOne/Provider%20Training.htm
Q: How can I find out
who the system administrator and provider file maintenance profile people are
for my facility?
A: Go to http://hrsa.dshs.wa.gov/ProviderOne/ Click on
Security and open the link to Security Profiles. Read the definition for these
two users for determination.
Q: Is it okay to have
just one person who is the administrator, maintains and submits the claims?
We're a small outfit.
A: It is ok. However, we do recommend you set up a backup security
administrator.
Q: How do you set up
a super user?
A: Please use the Security Administration Manual: http://hrsa.dshs.wa.gov/ProviderOne/Provider%20Training.htm
Q: So, if I'm the one
who does everything as far as billing, would set myself up as the Security Administrator
and SuperUser, and then assign another person as a Backup Security Admin person
in the event I'm not available, yes?
A: Yes.
Q: If I have set up
users but I do not have the option to select provider file maintenance how do I
get that set up?
A: Registration and
Security Administration Manual, page 119: http://hrsa.dshs.wa.gov/ProviderOne/Provider%20Training.htm
Q: How do you set up
a system administrator profile?
A: For temporary credentials (security credentials, taxonomy tool, client
crosswalk): https://fortress.wa.gov/dshs/npicaphrsa For
tutorials and Security administration manual: http://hrsa.dshs.wa.gov/ProviderOne/Provider%20Training.htm
Q: So we go into that
trial account and set up our system administrators and file maintenance, and
then we are ready to go to the next step, right?
A: That is correct.
Q: Can I give myself
system admin, super user and provider file maintenance profiles?
A: Yes. Please set up a secondary system administrator as well.
Q: I have reached the
point where I can log on and select either EXT Provider System Administrator or
EXT Provider File Maintenance. Have I completed the Security Phase of the
process?
A: That depends on whether you have other people in your
organization who will need access to ProviderOne. For example, if someone in
your organization will access ProviderOne to inquire about Client Eligibility,
that person will need one of the profiles that allow that task. In order to
view and download your RA, someone will need the profile that allows for that
task. The two profiles you mentioned earlier only allow your organization to
complete the registration step. The following will take you to the list of
profiles available and what tasks can be accomplished under each profile: http://hrsa.dshs.wa.gov/providerone/Security.htm
Q: Thank you for the
answer. I am the only one using any of the system; no other users. I am
currently stuck on a couple of the 18 steps, and assume I will learn more about
this step in the registration webinar rather than this security webinar?
A: Since you are the
only user in your organization, you can assign yourself the System
Administrator and Super User profiles, and that will cover your security access
for all tasks you’ll need to accomplish. You might consider setting up someone
else in your organization as a secondary System Administrator in the event you
accidentally lock yourself out. Yes, you should be able to get answers about
registration during the registration webinar.
Q: How do I assign
profiles?
A: Link to Registration and Security Administration Manual: http://hrsa.dshs.wa.gov/ProviderOne/documentation/Registration/PRR%20Desktop%20Reference%20guide.pdf Security begins on page 119. The available
profiles information is on page 138.
Q: How many EXT
Provider System Administrators are allowed? The website seemed to indicate that
it was limited to one, but I have heard twice now that we should have a backup
person with that role.
A: Your organization should determine how many system administrators you need.
The system will not limit.
Q: Why do I not see the
EXT Super User as an option when I am assigning profiles?
A: Have you scrolled to the bottom of the list?
Q: Do you log in
under your individual user to set your profile, or the dummy/temp credentials?
A: Use the temporary account to set up your system administrator.
Then use your system administrator account to set up the rest of your users.
Q: I am at the step
where you change the profile from provider system admin to EXT provider file
maintenance and click go. I dropped it down and was
not given that choice to select
A: Either the EXT provider file maintenance profile has not been
assigned to you yet or you are logging in with the temporary password.
Q: Thank you for the
information regarding the Crosswalk document. However, I have tried this
applet, entered my DSHS provider number and Tax ID number, and access is
denied. I have routed questions to
Registration, who confirmed my numbers as correct, yet I still cannot access
this crosswalk. Any direction you can provide would be appreciated.
A: Please email our Security unit: provideronesecurity@dshs.wa.gov Please type your
issue in the subject line and provider the security unit with your provider
number and Tax ID. They will look this information up and get back to you.
Q: I set myself as
the system administrator, but now cannot get into the file management rights.
How do I get back in?
A: Go back in as the system administrator and assign the File
Management profile to your account.
Q: If you are the
system administrator and the biller, do you need to be set up as a different
user than the administrator?
A: Yes. You will need to assign a profile that allows you to
complete this function. Here is the list of profiles and the types of
transactions that can be done with each:
http://hrsa.dshs.wa.gov/ProviderOne/Provider%20Training.htm#Security_Training_Materials click on Security and then click on
ProviderOne Security Profiles. You only need one user account for yourself.
Q: How can I view
whether I successfully gave more than one set of privileges to my
secretary?
A: 1. Have her log in and look for her profile list. 2. Go into her user account and see what
profiles are assigned to her.
Q: Can we assign
multiple profiles in one domain?
A: Yes.
Q: Don't I have to
"approve" before being able to add profiles?
A: Yes. You approve the user account, then
you assign the profiles and approve those.
Q: How do you assign
the profile to a user?
A: I recommend you take the security system training webinar, either live
or the eLearning format. You can access the training at the following link: http://hrsa.dshs.wa.gov/ProviderOne/Provider%20Training.htm
Q: Would a 2-person
operation just use the "EXT Super User" profile and the system administrator?
A: This is up to your organization. Those two profiles would cover all of
the activities than can be performed in ProviderOne.
Q: Do the people on
my spreadsheet have to set up a new password for themselves, or can they use
the one I've setup for them?
A: They need to change their password.
Q: I need to register
about 150 users. How many times can I submit the security spreadsheet for the same
domain? Also, do I need to assign the system administrator on a separate
security spreadsheet, or can I use the same one as for registering other users?
A: For the same domain – as many times as you want. Remember you
can only use the spreadsheet to create a new user. The system will skip over
someone's name that is put on the spreadsheet more than once. You can use the
same spreadsheet to set up the system administrator.
Q: If we use the
spreadsheet to register, how do users obtain passwords?
A: Passwords are sent by e-mail to the person who sent in the
spreadsheet. It typically takes 2 or 3 days.
Q: When do the
security spreadsheets need to be submitted by?
A: We recommend the spreadsheets be submitted as soon as you can
complete them.
Q: As a small school
district (less than 20 providers who can bill), would we need to do the
spreadsheet, or just enter providers individually?
A: You can either use
the spreadsheet or enter providers individually. It's up to you.
Q: Is one easier than the other?
A: I believe the spreadsheet is easier. Keep
in mind that in the future, should you need to make any changes to your users,
you will need to use the ProviderOne system.
Q: What’s the cut-off
date for sending the spreadsheet to DSHS?
A: You can send the
spreadsheet in until the cutoff prior to go-live. Remember, your organization
may still have the registration activity to complete. I recommend you send it
in as soon as you can so you have time to complete registration. Depending on
how you will submit/receive transactions, you also may have EDI testing to
complete prior to go-live.
Q: What is the
purpose of sending in the spreadsheet if we completed the security setup in
ProviderOne?
A: If your security
is complete, congratulations! You do not need the spreadsheet.
Q: If a provider has
not completed the entire registration process by the go-live date, will they be
able to complete it after that date?
A: Yes.
Q: How long do you
estimate it will take to set up 4 users?
A: Provider Training: http://hrsa.dshs.wa.gov/ProviderOne/Provider%20Training.htm
Q: I have more than
one NPI, but when I went through security all three NPIs grouped under one
domain. Is this typical?
A: Typically each NPI is a domain. Please contact provider enrollment: providerenrollment@dshs.wa.gov
[1-800-562-3022 select option 2,4,2]
Q: We have one tax ID
number, but we have an NPI number for our clinic and a separate one for our
doctor. Do we need two domain names or just one?
A: You will set up
security for the people who will access ProviderOne for your clinic's NPI.
Q: I do not know what
my domain name is. I was sent a password but no domain name. How can I find the
domain name?
A: You will need to contact our Security Unit:
provideronesecurity@dshs.wa.gov Please
send only one email per issue. State the nature of the issue in the subject
line. Also include your provider ID if you have it. Otherwise, please provide
your tax ID.
Q: So for every NPI
within the same Tax I.D. I need to set up security files and registrations,
etc., right?
A: That is correct.
Q: Is Taxonomy our
Tax ID number?
A: No. Taxonomy is
the number that represents your Provider Type, specialty and subspecialty.
Q: Are our Provider
Domain Name, your username, and your password all determined by your
organization?
A: Your domain name is
issued by DSHS. Your username and password are determined by your system
administrator.
Q: Is the ProviderOne
ID the same as the Domain name?
A: In 99% of cases, yes.
Q: When I went online
to check my taxonomy and NPI information, it said that there was no information
available…
A: The following is a link to the applet where you access your
security credentials, Taxonomy tool, and Client Crosswalk: https://fortress.wa.gov/dshs/npicaphrsa
Q: Define “taxonomy.”
A: Taxonomy
identifies your provider type, specialty and subspecialty. It is 9 digits plus
an X – 10 characters all together.
Q: Could you explain
the temporary password again – where you said it gets sent scrambled and then
you need to set up a new password?
A: When you set up a
user, you give them a password. The system takes that password and scrambles it
and sends a new one to the email address you assigned that user. However, after
you approve their account, if you go back in and
assign them another password, the system will not send that scrambled password.
You must send the user the password you assigned them.
Q: I believe I have
everything set up correctly but cannot figure out how to send a test batch.
Will that be brought up during a different webinar?
A: Yes, in the HIPAA Batch EDI webinar.
Q: Can I have the
testing web link for future reference?
A: This is the link to the document about HIPAA testing: http://hrsa.dshs.wa.gov/providerone/HIPAAtesting.htm
Q: Do you have a list
of clearinghouses that are currently testing with ProviderOne for EDI batch
submission?
A: This information is updated weekly. To see billing agent or
clearinghouse testing status: http://hrsa.dshs.wa.gov/providerone/documentation/BACHStatus.pdf
Q: The only way to
get step-by-step instructions is to download the manual, correct? Will DSHS give one on-one-training? It has
been very confusing.
A: For specific step by step instructions on setting up security please
use the tutorials: http://hrsa.dshs.wa.gov/ProviderOne/Provider%20Training.htm
Q: What are the
registration steps?
A: Go to: http://hrsa.dshs.wa.gov/ProviderOne/Provider%20Training.htm There is an e-learning version of registration
training as well as the Registration Manual.
Q: It says that we
are registered, but I have not received any information on username, domain and
password. How can I get this information again?
A: Someone has to have received this information or your organization
cannot complete registration. If you are the system administrator, I suggest
you email our Security unit: provideronesecurity@dshs.wa.gov Please send one email per issue and state
your issue clearly in the subject line. Be sure to include your ProviderOne ID
or your Tax ID. If you are not the system administrator, see that person for
your username, domain and password.
Q: Does each user
need to Register or just one in the company? We have 8 employees with access to
ProviderOne.
A: You complete registration for your organization and providers in your
organization. The users we're referring to, generally speaking, are the
billers, receptionists who check eligibility.
You do not complete registration for these types of users.
Q: How long do I have
to get my users/employees registered?
A: Security,
registration, and EDI testing must be complete prior to cutoff.
Q: We are a school
district and provide OT, PT, and SLP services for special education students.
If the special ed secretary does all the billing for the therapists under the
district's NPI, do we need to set up the individual therapists as providers?
A: No you do not.
Q: As a small school
district (less than 20 providers who can bill), would we need to do the
spreadsheet, or just enter providers individually?
A: You can either use
the spreadsheet or enter providers individually. It's up to you.
Q: Is one easier than the other?
A: I believe the spreadsheet is easier. Keep
in mind that in the future, should you need to make any changes to your users,
you will need to use the ProviderOne system.
Q: We plan to use Leader
Services to assist us with submissions. I am not sure which profiles my
internal staff will need to have, and which ones Leader will be using. Will you
be talking about this?
A: To view a list of ProviderOne Security Profiles go to: http://hrsa.dshs.wa.gov/ProviderOne/Provider%20Training This list provides
you with the tasks that can be performed with each profile. Leader Services
will set up their own security so you do not need to worry about them. Also,
it's my understanding that Leader Services has been assisting school districts
through these activities.
Q: What is the domain
to assign a user to allow access to the Crosswalk document of PIC numbers to ProviderOne
numbers?
A: The following is a link to the applet where you access your security
credentials, taxonomy tool, or client crosswalk: https://fortress.wa.gov/dshs/npicaphrsa Anyone from your
organization can access this crosswalk.
Q: After "go
live," will DSHS still accept paper claims?
A: Yes.
Q: When is the
training for claims? Is there a webinar for that?
A: This link will take you to the live system webinar training schedule:
http://hrsa.dshs.wa.gov/providerone/SystemTraining.htm
Q: Don’t we still
have to provide a copy of the EOB per claim?
A: Yes. They can be submitted directly through ProviderOne or you can
continue to mail them in.
Q: When
you go live, will there be a transition period where claims formatted on the
previous system will still be accepted?
A: No.
Claims needs to have all ProviderOne identifiers on them at go live.
Q: Where can I ask
questions about magnetic strip card readers?
A: Optional Card Reader Website: https://www.meddatahealth.com/MedData/ProviderOne
Q: Do you
know how the magnetic card reader is going to display eligibility information?
A: It
prints out like a cash register receipt.
Q: How can we tell if
our clearinghouse is ready for Provider One?
A: BA/CH testing status:
http://hrsa.dshs.wa.gov/providerone/documentation/BACHStatus.pdf