Payer Portal Access Hub

athenaCollector

The Payer Portal Access Hub helps you better resolve issues with athenahealth's access to payer portals. These issues could block athenahealth from performing work on those portals on your medical group's behalf.

 

On this page, you can see a list of payer portals that athenahealth has encountered issues accessing on your organization's behalf:

  • The payer portal errors that appear are determined by access issues that were reported through the Claims workflow.
  • Issues on the list are prioritized by what needs practice attention.

 

The Payer Portal Access Hub includes updated payer portal tasks that help you review, resolve, and respond to payer portal access requests in one place. Related requests may be grouped to reduce duplicate tasks, and the refreshed task page shows the task impact, account details, history, attachments, and available response options.

 

Note: You can now go to Payer Portal Access Hub instead of the Payer Portal Account Credentials page to find which payer portals have issues, the impact, and any required next steps. The Payer Portal Account Credentials page will no longer be available for use. As of this update, we no longer intend to support it. We’re making this change because the Payer Portal Account Credentials page had sub-optimal performance.

 

The Payer Portal Access Hub page is dashboard that shows issues blocking athenahealth from accessing your payers' online portals and gives you easy access to the payer portal management tasks assigned to your practice. Review the Dashboard tab to see outstanding issues organized by Payer Portal and impact or review the Tasks tab to only see issues that are assigned for the practice to resolve. You can use the Payer Portal Access Hub to manage payer portal access issues that block both claims and unpostables work.

 

Note: All new payer portal access tasks are available only in the Payer Portal Access Hub. Legacy tasks may remain available temporarily from the banner at the top of the Payer Portal Hub until they age out or are replaced.

 

 

Note: Tasks are clearly labeled to help you quickly identify what to work next. Refer to the Action needed column for the action you need to take.

 

 

  1. On the Main Menu, click Settings > Billing.

  2. In the left menu, under Practice Links - Enrollment & Numbers, click Payer Portal Hub.
    Tip: Alternatively, enter text in the search box.

 

 

You must have Practice Set-Up: Medical Groups/ Providers/ Numbers permission to access the Payer Portal Hub.

 

 

John clicks Resolve (#) tasks in the Action needed column. If the portal account has multiple tasks, the Tasks tab opens filtered to that portal account. If the portal account has one task, the task page opens directly. John reviews the task details, selects the action taken, adds comments or attachments if needed, and clicks Submit.

 

To check for any issues:

  1. John goes to the Payer Portal Hub.

  2. They see issues at the top of page prioritized by what needs practice attention.

  3. They expand a portal in the list to reveal more information.

  4. They click Resolve claims task(s) in the Action needed column. The Enrollment Worklist appears pre-filtered to display the relevant task for resolving the access issue.

  5. They follow the instructions on the task to resolve the issue.

 

 

You can take action on and track issues that block both claims and unpostables work on the Payer Portal Access Hub page.

 

On the Payer Portal Access Hub page, you can see a list of payer portals with outstanding access issues and easily learn more information about the portal and issues.

 

On the Dashboard tab:

  • Task Needing Attention Card — A card appears at the top of the Dashboard that directs you to the Tasks tab where you can easily work those issues needing your attention.

  • Quick Filters — a button called Needs your attention lets you quickly filter your access issues to show only the ones that really need your focus right now.
  • Covered Payers/IRCs — a filter that allows you to search for a specific insurance package or payer across all payer portals–ideal when you're unsure which portal contains the insurance package or payer you need.

  • NEEDS YOUR ATTENTION appears first in the list of accounts when you expand a portal row.


Tip
You can click the arrow next to any portal name to reveal more details.

 

 

Click Resolve claim task(s) on the Payer Portal Access Hub to resolve tasks.

 

If you would like to solely focus on work assigned to you to resolve, select the Tasks tab. You can filter by portal name and sort by each column.

 

Tip: Under the Tasks tab, you can click Download CSV, which can be used for work assignment outside of athenaOne.

 

 

Issues are labeled according to their status in the Status column.

 

 

Resolution Label Description
Practice involvement NEEDS YOUR ATTENTION These issues are prioritized first and appear at the top of the list. To resolve this issue, click the linked task and follow the instructions.
athenahealth's involvement WITH ATHENA These issues display for informational purposes only. You don't need to take any action.
The payer's involvement WITH PAYER These issues display for informational purposes only. You don't need to take any action.

 

 

You can click the link under:

  • Related Tasks — Click the blue icon next to the specific task ID to go to a related tasks view of the individual enrollment task (or tasks) associated with the issue. The related tasks view is read-only and there are no actions for you take.

  • Action Needed — Click the action link, such as Resolve (#) tasks, to open the related task or filtered task list. The action needed text reflects the type of task athenahealth is asking you to complete, such as reactivating an account or updating account information.

 

 

Click Resolve claim task(s) to go to the Enrollment Worklist. When you click this link, the Enrollment Worklist is pre-filtered to the relevant task (or tasks). Follow the instructions to resolve any access issues.

 

 

Click Resolve unpostables task to open the unpostables payer portal task. These tasks have two tabs:

  • Issue Response — Shows details about the issue like the created date, instructions, and any comments. See Issue response tab for more information.
  • Affected Unpostables — Lists the open check and EFT deposit unpostables that are impacted by the issue the task aims to resolve and associated dollar value. You can click on the unpostable ID to open a new window where you can view the unpostable. See Affected unpostables tab for more information.

Once you're ready to submit the task click Submit Response to save the task and send to an athena team to review.



Note: Clicking Cancel closes the task without saving.

 

The Issue response tab has the following fields:

Field Description

Task description

 A description of the access issue and how to resolve it
View history Shows the past chain of notes on the task

TIN(s)

 The list of tax ID number(s) that need to be added to the account (this may be other identifying numbers, based on payer requirements)

User name

 The username of the account in question

Password

 The password of the account in question (click Edit to adjust, option to edit depends on account type)

Change or add account information

 Lets you edit or add a username or password. The option to add or edit depends on account type.

Add a comment - optional field to respond to the note(s) on the task

 Optional field to respond to the note(s) on the task

athena assistance?

 Check this box to make sure an internal team knows you need help resolving the issue

 

 

The Affected Unpostables tab displays the Unpostables ID, Blocked status, and Dollars impacted (dollar value of the unpostables) athenahealth cannot work due to the issue described in the task. An unpostable is considered Blocked if it is currently waiting on the issue to be resolved in order to be worked.

 

Unpostables tasks are sorted with the highest Dollars Impacted value first.

 

 

  • If a task is asking you to add a TIN or other number to the account, it is listed below the instructions.
  • If you have any follow up information to add, you can leave a comment in the Add a comment field.
  • If you need help with the issue check the athenahealth assistance? box. This field flags the task for athenahealth attention.
  • If you have no changes, you can click Cancel to close the window with no updates.
  • If the task you're resolving involves updating a password, an edit link appears for you to change the password.
  • If you need to add a username and password, you can click Add account information.
  • Once you're ready, submit the response to move the issue to an athenahealth team.

 

 

Click Change Account Information to reveal the User name and Password fields.

 

 

Click Cancel to dismiss the fields without saving.

 

 

On the Tasks tab, you can:

  • Set the Portal filter.
  • Click Download CSV to download the contents of the worklist to a CSV file.

  • Sort all the columns

  • Access the unpostables tasks or the existing enrollment tasks. The link Go to enrollment worklist takes you to the Enrollment Worklist pre-filtered to the list of enrollment tasks assigned to the practice you must resolve to address the access issue.
  • Click links to the Payer Portal from the Portal Name column
  • Filter for Medical Group to the Tasks tab that allows you to show only tasks related to a specific medical group you select
    Note: If multiple Medical Groups apply, we show the earliest created one. Medical Group data may be missing for some tasks—mainly unpostables-related tasks—but the column will continue to grow as we enhance this feature.

 

  1. Open the Payer Portal Access Hub - Settings > Billing > and then under Practice Links on the left > click Payer Portal Hub.
    New: The Dashboard view shows only payer portal access issues with a status of Needs Your Attention by default.

  2. To toggle the Dashboard view to show all payer portal access issues, click the blue Quick Filter Needs your attention button above the list of issues. Notice the total number of pages to review changes as you toggle the quick filter.

  3. Type or select the IRC you're searching for in the Covered payers/IRCs field and then click ApplyThe list of payer portal access issues now shows only those portals in which the IRC is found.
    Tip: You may need to click Filters to expand this section.

  4. To return to the complete list of all payer portal access issues, click Clear All.

 

  1. Open the Payer Portal Access Hub - Settings > Billing > and then under Practice Links on the left > click Payer Portal Hub. 

  2. Click the new View All link in the card at the top of the Dashboard tab, or simply click the Tasks tab.
    New: Notice the Medical group column in the Tasks list and the new Medical Group filter.

  3. Type or select a Medical Group in the filter to narrow the list to issues needing your attention for that group only.

  4. Click Apply.
    The list of access issues needing your attention now shows only those issues related to that medical group.

 

On the Task Details page there are top-level details, three tabs, and the Action needed panel:

Top-level details include:

  • Task ID — The ID of the task

  • Action needed - the category of task you've been sent

  • Portal — The name of the portal

  • URL — The payer portal URL

  • Dollars impacted — The dollar amount impacted

  • Task Details tab — containing two collapsible cards Impact and Account Details.

    • Impact – shows the impacted work units for the task and can be toggled to show the claims or unpostables impact. Each option shows the number of impacted work units in parentheses.

    • When Claims is selected:

      • Claim ID with link to the claim. (if there are impacted claims)

      • Waiting on portal access? — This column shows if work is completely blocked by the lack of portal access. Work that is not blocked may still be possible to complete through other means (e.g., phone calls).

      • Dollars impacted for each claim (the amount of accounts receivable (AR) associated with the indicated claim)

    • When Unpostables is selected:

      • Unpostables ID with link to the unpostable. (if there are impacted unpostables)

      • Waiting on portal access? — This column shows if work is completely blocked by the lack of portal access. Work that is not blocked may still be possible to complete through other means (e.g., phone calls).

      • Dollars impacted for each unpostable (the amount of AR associated with the indicated unpostable)

  • The Account details card shows the provider identifiers (for example, TINs, NPIs), medical group, and account associated with the task

 

History tab — Shows timestamp of when the task was created, actions taken on the task, and any comments left on the task.

Attachments tab — Shows any attachments added to the task. You can:

  • View the name of the attachment

  • When it was added and by whom

  • Download the attachment

There is the Action needed panel.

 

You can view:

  • The task type, determined by the action you are being asked to perform

  • The instruction that was sent from athenahealth's payer portal operations team including any longer-form instructions linked under the header “Instruction guide”

  • For certain task types, there may also be a list of payers or provider identifiers which are relevant to the task action. In these tasks, you can choose to take separate actions for each of the entities which are listed in the Resolve task card.

Note

You can expand or collapse the Action Needed section. This makes the page easier to read when the section contains several instructions.

  • The Resolve task card is where you take the actions required to resolve the task or request help.
  • Select action taken – this dropdown menu gives you options specific to the task type you’ve been sent. Depending on your selection, there may be further fields which are required to be filled out before the task can be submitted.
  • For certain task types, you may also have the option to edit the payer or provider identifiers individually eg. respond separately for each ax Identification Number (TIN).

  • If you can’t complete the task because it isn’t possible or shouldn’t be done, select None – task shouldn’t be done or isn’t possible.

  • If you need to switch the task to a different account to resolve the task, select None – wrong account (need to switch or add account).

  • If the action you’ve taken is not listed, select Other and describe the action taken in the provided comments field.

  • Can’t complete the task? Request help from athena – This option should be selected if you need guidance, help completing the task, or if something about the task prevents you from completing (eg. an option you need isn't available). A separate menu will open where you can add a note before submitting.

  • The Add attachment card is used to add an attachment to the task when needed when resolving the task or communicating about an issue. To upload a file, select Browse Files.

    • Files should be below 10MB in size.

  • Select Submit to save the information on the task and send the issue to athenahealth’s Payer Portal Management team.