Welcome to the Frequently Asked Questions segment of the CareCentrix provider portal. Here, we have assembled the questions and answers for the things we most frequently hear from our providers. Check back often as we update this section as new questions emerge.

Questions

Answers

Ans1. The Portal Administrator is responsible to manage and maintain the portal account for the agencies - Add New Users, Delete Users access accordingly, change telephone numbers or edit accounts as necessary. Provider Administer identifies and allows your access to your provider branch locations.
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Ans2. Please contact your agencies Portal Administrator. Provider Administrators assign and delete log on as necessary.
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Ans3. Have your agencies Portal Administer Contact CareCentrix to request additional Provider Portal Administrator set up.
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Ans4. Verify with your agencies Provider Administrator that the location you are looking for is credentialed. If the location is credentialed, verify with your Provider Administrator that you have been given access to the location. If not they will determine if you should be given such access. If the answer is yes, contact CareCentrix by clicking on the Contact Us link under the CareCentrix logo.
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Ans5. A "Z" location is a branch that was previously contracted with CareCentrix but may no longer be utilized for new referrals and/or authorizations, however, you will still be able to search claims status for this inactive location.
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Ans6. Verify with your Agencies Provider Administrator that your current email address is loaded correctly. If you have done this please contact CareCentrix by clicking on the Contact Us link under the CareCentrix logo.
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Ans7. The intake ID is on the email you receive confirming CareCentrix receipt of your referral.
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Ans8. You can use the Add On Screen when you are requesting an Add On service for a patient you have received a previous authorization for. The previous authorization must have been issued to the Provider location you chose from the Provider location search. (add ons should be given to the original servicing branch, however, if there is a change a new intake is necessary to change branch locations).
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Ans9. Enter the Ordering Physician. Requiring entry of the Ordering Physician is an issue that we will have corrected very shortly.
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Ans10. Verify that you are requesting the correct code. If you have already done so contact your Network Manager
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Ans11. Verify with your Provider Administrator that you have access to the location you are attempting to view claims or request reauthorization for. If you have access, confirm that the following time frames have been exceeded. If the time frames have been exceeded, call the CareCentrix Provider Relations team, phone 877-725-6525. EDI Claims - 3 days Paper Claims - 25 days from date of mailing not date of service
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Ans12. This functionality will be available soon!
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Ans13. Please call or fax requests to change such authorization to CareCentrix.
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Ans14. Please contact CareCentrix by clicking on the Contact Us link under the CareCentrix logo. Provide a print screen of questions and suggested question for change with reason.
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Ans15. You can upload attachments when submitting a Referral, Add On or Reauthorization request. You can upload all types of documents
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Ans16. Click on the "Forgot Password?" link located under the log on section. Passwords are case sensitive! If you copy and paste your temporary password make sure you don't have a blank cell or this will display "Your credentials are invalid".
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Ans17. Your portal account will unlock itself if you let it rest for approximately 30 minutes. Most common reason for this error is the User forgot to put a capital letter on the first character of the password.
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Ans18. Ensure your screen resolution is set to 1024 x 728.
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Ans19. Delete your temporary internet files.
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Ans20. Have your Agencies Portal Administrator contact CareCentrix by clicking on the Contact Us link under the CareCentrix logo.
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Ans21. The Save and Exit button will not work if you are in the middle of answering clinical template questions.
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Ans22. Contact your internal IT support team.
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Ans23. The portal times out when there has been no activity for 70 minutes.
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Ans24. To use Click to Chat function a chatter must have a valid Provider Portal, Cigna SMS, or SMS log in.
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Ans25.Click to Chat is available M-F 8am-6pm ET
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Ans26.No, to use Click to Chat you must be logged into the provider portal.
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Ans27.If chatters are locked out of the provider portal please contact your Portal Administrator or access the reset your password link https://www.carecentrixportal.com/ProviderPortal/homePage.do?command=forgotPassword
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Ans28.Yes, by contacting the care and service center
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Ans29.The following transactions are available through the Click to Chat feature: Add on, Cancellations, Re-staff, Authorization edits, Reauthorizations and General inquiries for status
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Ans30.No, New referrals must be submitted by completing the referral on the provider portal or by contacting the care and service center
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Ans31.Yes, Click to Chat can be used to check authorization status, simply log in to the provider portal , select the Chat feature, enter the necessary information and chat with us regarding the status of a request previously submitted.
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Ans32.Yes, chatters are able to chat about more than one patient however we ask that 1 chat be created for each patient to protect each patient's privacy
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Ans33.Yes, Click to Chat does time out. There will be 2 warnings before chatter is disconnected from a chat.
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If you have a question about using the CareCentrix provider portal which was not answered here, please e-mail us! We will respond promptly
Please send your inquiry to: portalinfo@carecentrix.com