ProviderOne System Training
Provider Essentials
Frequently Asked Questions (FAQs)
Last Updated 11/19/09
Q: Will
slides for training be available after the course with access for review on the
ProviderOne Website?
A: The slides to this course are available now. Go to: http://hrsa.dshs.wa.gov/providerone/SystemTraining.htm#01‐Essential_Provider_Essentials_MNHCR001 The eLearning
version of this training is currently posted, as well.
Q: Can
these webinars be saved for later use, so a new employee can go through them
after go live?
A: The
eLearning version of all trainings
are available now and will continue to be available after go-live. The
eLearning version provides you with the exact same information given in the
live webinars. The only function not available in the eLearning version is the
question and answer feature. However, there are FAQs posted built off of the
questions sent in during the live webinars.
Q: Can
it be set so that the domain automatically fills in when you open screen? Or,
does it have to be manually entered every time?
A: It
needs to be manually entered each time.
Q: Why
is the user birth date required to reset their password? And where is this
information gathered from, as it is not necessary to set up the user?
A: This information is requested during the security set-up
process. We have instructed providers to be sure and let their users know what
information has been used here in the event you chose not to use the 'actual'
date of birth during security set up. It is common practice to ask for this
information for security purposes.
Q: I
have been supplied with an MSS/CBE provider number for a freestanding agency
which provides only Childbirth Education classes. How would I log on to the
ProviderOne Web site? I have a provider number only.
A: The
agency you work for should have had their information converted into the
ProviderOne system. They would set up security for you.
Q: The agency I work for is my own
self-operated childbirth support business. So I don’t have anything set up yet
even in the “old” system due to a year-long delay in getting started.
A: It sounds like you may want to
contact Provider Enrollment to see about enrolling with DSHS: providerenrollment@dshs.wa.gov
[1-800-562-3022, options 2,4,2].
Q: What
is the length of time before the system timeout will occur?
A: The
system will time out after 20 minutes of inactivity.
Q: How
often do the passwords expire?
A: Passwords
must be changed every 120 days.
Q: Is
it possible to use the same password for different domains?
A: Yes
it is.
Q: Will
each domain expire around the same time? Also, will we be able to change the
password for each domain again to the same password as the other domains?
A: There
is a 120-day password renewal requirement in
ProviderOne. If all of your domains are set up at the same time, they should
all expire at the same time. Or you can simply change them all at the same time
by choice, and use the password you choose.
Q: What
if one likes to use FireFox instead of Internet
Explorer?
A: Internet
Explorer is the only Web browser supported.
Q: When
one is in the provider portal, who determines what on-line services can be
accessed? Would that be the company administrator or DSHS?
A: Your
security administrator in your organization assigns
security roles to staff in your organization.
Q: I
am signed up as Security Administrator and was only given one domain, username
and password. I changed my password; however, I cannot find where our other
employees’ usernames and passwords are. Am I supposed to manually add them? I
would not think so since we submitted a spreadsheet of employees and their
email addresses and EXT options, etc.
A: Our security team is experiencing a high volume of inquiries.
Although we have expanded our number of staff, we are approximately 2 weeks
behind at this time. So depending on when you sent in your spreadsheet, your
security may not yet be created. You may want to contact the security team to
ask. 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: I
cannot add a EXT Super User to my profile. Is this
just a DSHS profile? If not, why can't I add it to my profile – as the System
Admin shouldn't I be able to add this?
A: Yes, you should be able to add that profile for yourself. You
can send a question to our security team to ask: provideronesecurity@dshs.wa.gov Please include your
ProviderOne ID and the topic of your question.
Q: I
have set up passwords for everyone on my spreadsheet, but when the sheet was
accepted, DSHS gave me a temporary password to get in and to share with the
others on the spreadsheet. If each person creates their own password after
logging in the first time, when would the password on the spreadsheet be used?
A: Information regarding the security spreadsheet is beyond the scope of
this course. Please E-mail provideronesecurity@dshs.wa.gov Please place the nature of your concern in
the subject line and provide them with your ProviderOne ID or tax ID.
Q: We have three physicians in our
office, but only one of them is showing in our ProviderOne web site. How do I get the other two doctors connected
to our ProviderOne site?
A: That is a
registration-related question. You may find the Registration E-learning
helpful. There is a link to it, under Registration Training Materials, here: http://hrsa.dshs.wa.gov/providerone/Provider%20Training.htm#Registration_Training_Materials Also, we will offer a Registration Readiness
Webinar on 10/29 from 9 to 11 AM, and you can ask any additional questions
after you review the E-learning. You can sign up for the live Registration
Readiness webinar at the link under Registration Webinars at this page: http://hrsa.dshs.wa.gov/providerone/ScheduledWebinars.htm
Q: Can
we view food stamp eligibility on Provider One?
A: No.
ProviderOne is for health care eligibility.
Q: Can
pending applications be reviewed in ProviderOne? Also,
can we review retro coverage applications?
A: I
recommend you take the Client Eligibility webinar.
ProviderOne will only show client eligibility after they have been approved.
That is also when you will be able to view retro coverage.
Q: What
sort of alerts will ProviderOne send to someone who is only using it to check
eligibility?
A: The alerts will be tailored to the security role you sign in
with. It may alert you to a time when the client eligibility sub-system will be
down for a short time for maintenance. We always try to set maintenance for
very low-usage times.
Q: Where
would we look to see if a client has T-19 v. state-only?
A: When
you check client eligibility using the ProviderOne portal, the medical coverage
group for the client will be displayed. By checking the ProviderOne Billing and Resource Guide, you will find whether the
client is federally funded (Title 19). Billing instructions are at the link at
the right of this Web page: http://hrsa.dshs.wa.gov/download/ProviderOne_Billing_and_Resource_Guide.html You also may find
the Client Eligibility e-Learning helpful. Here is the Provider Training Web
page: http://hrsa.dshs.wa.gov/ProviderOne/Provider%20Training.htm
Q: If
a claim is keyed into ProviderOne, would we receive confirmation as an alert,
in the reminders section?
A: No. When you submit a claim, you will receive a Transaction
Control Number (TCN). That indicates that your claim has been sent and
received.
Q: Are
all members receiving new policy numbers?
A: Each
Medicaid client will be assigned a new ProviderOne
ID, which needs to be used once ProviderOne goes live. The old "PIC"
numbers will not work in ProviderOne.
Q: What
is ETRR?
A: This
is a report for managed care encounters.
Q: What is the difference between a
regular individual provider and a servicing-only provider?
A: An individual provider does their
own billing. A servicing provider works in a group practice.
Q: I
have a large blue section on the bottom of my home page and I cannot see much
of the on-line service area without scrolling down. How do I set my display so it looks like the
one you are showing?
A: The
screens you are viewing were custom designed for
delivery of this training. I'm afraid the box you are referring to cannot be
modified, as it is part of ProviderOne.