Provider Center Administrative Tool

Find answers to questions about:

• Primary Account Managers (formerly called Site Administrators)
• Billing Services
• Current Users
• Resources

Primary Account Managers (formerly called Site Administrators)

What is the Administrative Tool?
The tool for Site Administrators (now called Primary Account Managers [PAMs]) enables them to:

• Reset user passwords
• Review and approve all new users
• Manage billing service relationships
• Designate another user as a Secondary Account Manager (SAM)
• Easily view and manage current users (activate and deactivate users)
• Have one Provider Center User Identification (ID) linked to multiple organization IDs (OAIDs), if appropriate

What is a PAM? Is it different than a Site Administrator?
The PAM is the person who:

• Has the authority to register the office or organization and manage all user accounts.
• Will likely remain with the office or organization for as long as the office or organization has an active account.
• Has legal authority to sign agreements for the office or organization. The PAM may be the owner of the office or organization, or an administrator.

Does every office or organization need a PAM?
Yes, each office or organization is required to have a PAM.

What if we need to change or assign a new PAM to our organization?

Can I be a PAM at one office or organization and a user at a different office
or organization?
Yes, if applicable, you will use the same Provider Center User ID and password for every organization you have been given permission to access. When you login, you will see all the OAIDs you are associated with. When you select an OAID, the information displayed will vary based on your role for that OAID.

What is a Secondary Account Manager (SAM)? How do I assign one to my office or organization’s account?
PAMs have the option of assigning one existing Provider Center user within their office or organization to be their SAM.

The SAM can act on behalf of the PAM in his or her absence or provide additional support on a daily basis.

To assign a SAM:

• View the current users on the Provider Dashboard
• Select the name of the user you want to be your SAM
• Next to his or her name, select the Assign SAM button

The status of the role for this user will change from User to Secondary Account Manager. Only one person at a time can be assigned as the SAM.

Do we have to assign a SAM to our organization? 
No, a SAM is not required, but it is recommended. The ability to delegate additional management tools to another active user will provide backup for user maintenance and ensures that users are given appropriate access as needed. If the PAM leaves the office or organization and a SAM is not established, there will be no one to manage your office’s or organization’s user accounts. If this occurs a new PAM will need to be established for your office or organization. 

Can a PAM and a SAM access the system at the same time?
Yes, changes are made in real-time. The PAM will be notified by email of any user changes.

Why did Regence add the new Administrative Tool? 
The new tool allows you the ability to manage who has access to your office or organization and patient information. The new PAM and SAM roles provide more flexibility and security and will enable future functionality within the Provider Center that may require legal authority to access. The new tool also enables users to change or belong to more than one office or organization and keep the same Provider Center User ID and password.

I am the PAM for several OAIDs. If I deactivate a user or billing service for one OAID, will it automatically deactivate the user or billing service at the other OAIDs?
Deactivating a user or billing service for one OAID will not automatically deactivate their status for other OAIDs. You will need to deactivate the user or billing service for each OAID.

What if our office’s or organization’s staff shares Provider Center User IDs
and passwords?
Sharing Provider Center User IDs and passwords is a Health Insurance Portability and Accountability Act (HIPAA) violation. All users are required to have a unique Provider Center User ID and password. Anyone who needs a Provider Center User ID and password can set up a new user account.

I see billing services whom my office or organization is no longer associated with. How do I view the billing services my office or organization currently
works with?
Billing services your office or organization has been associated with, prior to
February 1, 2010, will not be listed on your Provider Dashboard. Billing services that you approved via the Administration Tool will have an active status on your dashboard. Any billing services on your dashboard you wish to deactivate, you can use your administration tool to do this. Billing Services with whom you deactivated will have an inactive status.

Billing services

As an existing Provider Center billing service organization, I would like to add new business associate relationships to my account so that I can view their patient information. What should I do?  
You will need to re-register as a billing service to acquire a new OAID. Before you register, you will need to know the offices or organizations and their OAID numbers that you will have business agreements with. You will not need a new Provider Center User ID; you can register your organization with the active Provider Center User ID on file.  Once you have completed registering as a billing service, you will be given a new OAID. Contact our Provider Center Support team to have your previous (obsolete) OAID deactivated.

I’m a new billing service, how do I register for the Provider Center?
Before you register:

• Obtain the OAIDs from the offices or organizations you have business relationships/agreements with
• Follow the registration steps
• If you have a Provider Center User ID, register with the same Provider Center User ID and password
•  If you do not have a Provider Center User ID, create a new Provider Center User ID and password 
• Upon completion, you will be given your own OAID
• Request access to offices or organizations as needed through the self- service tools available to the PAM.

I am a billing service that no longer has access to the Provider Center.
What happened?
A billing service must have an active status with one or more OAIDs in order to have access to the Provider Center. If your billing service has been deactivated from all OAID accounts, please re-register, as a billing service.  Your requests will then go to the appropriate OAID for the PAM to accept or reject via their administration tool.

Current users

Will the new Administrative Tool impact my account, if I am currently registered as a user?
No, the enhancements we have made are changes that the PAM will see.

I recently changed jobs and work for a new office or organization. Can I use the same Provider Center User ID and password that I had at my previous job?
Yes, set up a user account and enter the OAID for the office or organization you wish to join. If you already have an active Provider Center User ID and password, you can use the same one to register with your new organization. If you do not have an active Provider Center User ID, you will need to create a new one with a new password.

I’m leaving my current organization, what should I do? 
Please ask your current PAM to deactivate your account. If you want to reactivate your account in the future, you can do so by entering your existing Provider Center User ID and password when you re-register for that organization.

Resources

Where can I find more information?
Find additional information, including a tour of our new Administrative Tool. You may also contact your provider consultant or our Provider Center Support Team.