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Provider Relations

What is a Provider Portal

A portal is on the internet and is a gateway for providers to access OCM information as it pertains to Scheduling, Billing, Re-Credentialing and Medical Reports.

Is the OCM Provider Portal different from the OCM website

Yes, the portal allows you to access information about scheduling, billing and other patient information. The website provides information about OCM.

How will the OCM Provider Portal assist my facility?

The portal allows you to view outstanding medical reports and bills and upload both items, along with allowing you to see the status of claims. Re-Credentialing on the portal was created to make it easier for you to complete this process. The form is prepopulated with the information we have on file. You need only to update the information and upload or fax the necessary forms. You will also receive emails when re-credentialing is due and the decision when it is completed, depending on your permissions. You can schedule, reschedule and cancel your appointments and retrieve authorizations online without the need to call us. The notifications section is a friendly reminder of what you have already scheduled, rescheduled or uploaded. The portal also allows you to customize the permissions for your staff.

How do I register for the Provider Portal?

You can access the Provider Portal via the One Call Medical website at https://provider.onecallmedical.com. Select the provider section and then the Provider Portal section. Click to log in. This will direct you to the registration page where you will be able to access the “Not a registered user?” link. Once you click on the hyper link the registration page will be displayed. Complete and submit to receive a user name and password.

Who will have access to the Provider Portal?

Designated administrative staff.

Who do I contact with questions about the Provider Portal?

You can contact Provider Relations at 1 800 872 2875 or Provider_Relations@onecallmedical.com or access feedback button on the portal home page.

What happens if I get locked out?

After three attempts the system will automatically lock you out and will automatically send a request to our processing area to reset your password.

Will I need a separate log on and password for each location(s)?

No; you can be linked to as many locations as you need and can see each of those through a single user name and password issued to you.

I forgot my username and/or password. How can I re-set it?

For Administrator users, there is “forgot password” link. A request to reset your password can be sent to One Call Medical via this link. For Non Administrator users, please see your company’s Administrator. They will have the ability to reset your password. If you do not have a company administrator, please email webqcustomercenter@onecallmedical.com.

Will my password expire?

Yes, after 60 days, you will be prompted to change your password and will automatically be brought to the Change Password screen upon logging in.

How do I change my password when it is not expired?

On the top right hand menu bar, select the “Settings” menu and then select the “Password Maintenance” sub menu.

What is the allowed format for a password?

Password must be 8-32 characters and contain a combination using three of four groups: upper and lowercase letters, digits and special symbols. Special symbols include: ~!@#$%^&*()_+|-=\[]{}:"<>?;',./`

How can I add additional users?

If you are the Administrator, you will have an “Administration” item in the main menu. From “User Access Management” page, you can see all the contacts currently associated with your location.

If the person already appears on the grid, but has a gray background, they do not yet have a provider portal web account. Select the link associated with their name and a page will appear where you can update any contact information and the select the particular access level to the portal that they should have. They will receive an email directly from OCM once your request has been processed.

If the person does not already appears on the grid, select the New User button at the bottom on the User Access Management screen. A page to request a new user will appear. They will receive an email directly from OCM once your request has been processed.

I am an Administrator, how do I change someone’s access level?

Right click in the cell which contains the icon indicating their current permissions level. A menu will appear where you can change their access level. Note that you cannot change permissions for another administrator. These must be sent to One Call Medical at webqcustomercenter@onecallmedical.com.

I am an Administrator. A user has left my company. How do I inactivate them?

From the Administration menu item, on the User Access Management grid, select the hyper link on their name. Select the Inactivate button at the bottom of the window that appears. They will be inactivated on the portal and will not be able to login from this point forward.

Can I submit Medical Records?

Yes, up to 10MB of data. Either directly to the patients account or in bulk.

What format is available for uploading, downloading documents?

.pdf, .tiff, .tif, .doc, .rtf, .xls, and .xlsx

Credentialing

Who do I contact with questions about Credentialing?

Provider_credentialing@onecallmedical.com

What format is available for uploading documents?

.pdf, .tiff, .tif, .doc, .docx, .rtf, .png, .jpg, .gif, and .bmp

How will I know if my application has been processed and what the outcome is?

It will show in the notifications tab that your application has been processed. The credentialing packet will also no longer be visible on the portal and your credentialing contact should receive an email with the decision.

Why do I need to attach/fax proof of professional liability and general liability insurance?

One Call Medical requires the document from your insurance carrier to show proof of insurance.

Do I have to have an actual signature on the attestation or can it just be a stamp?

We need an actual signature and date.

What if my doctor is not ABMS board certified, can he still apply?

Yes he can apply, however they may need to submit CME’s. These can be uploaded under “Other” documents or faxed.

Why isn’t the check mark appearing next to a category?

The check mark will only appear after you have clicked “Reviewed”.

Scheduling

Will I receive an authorization once I complete the schedule?

Not immediately. You will receive the authorization after One Call Medical processes the appointment.

Can I use the provider portal to obtain a copy of the One Call Medical Authorization form sent at the time of scheduling?

Yes. To access the form, select ‘Appointments’ on the main menu bar. Open the patients appointment. In the section labeled ‘Appointment Info’ in the middle of the screen on the far right, there will be an ‘Actions’ drop down list. From here, select ‘Print OCM Authorization’. The Provider Acknowledgement form for Retrospective appointments are not currently available via the Portal.

Can I use the provider portal to reschedule or cancel a patient’s appointment?

Yes. From the “Appointments” tab access the patients appointment and in the lower right side of the of the patients appointment screen, access the “Actions” drop down where you can chose either “reschedule appointment” or “cancel appointment”. Complete the required information and submit. The file will be appear in a pending status on the “Notifications” tab.

How many patients can I schedule at one time?

There is no limit to the number of patients you can schedule.

How will I know if I submitted a scheduled appointment?

It will appear under notifications as pending.

How will I know when the appointment is processed?

It will appear on your calendar within the portal and the authorization will be available to print.

Can I cancel one of the exams and not another?

Yes, you can choose to cancel only one of the exams.

Can I obtain the RX on the portal?

Not currently.

What format is available for uploading documents?

.pdf, .tiff, .tif, .doc, .docx, .rtf, .xls, .xlsx, .png, .jpg, .gif, and .bmp

Claims

What format is available for uploading, downloading HCFA ‘s and UB claim forms?

.pdf, .tiff, .tif, .doc, .docx, .rtf, .png, .jpg, .gif, .bmp and .wpd

Can I submit claims via the Provider Portal?

Yes, up to 10MB of data. . Either directly to the patients account or in bulk

Who do I contact for billing questions?

You can contact Provider Services @ 1-800-872-2875 press 3 and follow the prompts or via email at providerinquires@onecallmedical.com

Is there another way to check status on claims other than the Portal?

Yes, weekly an unbilled report is faxed to the remit fax # we have on file which displays what claims we need for processing, claims that were received and their estimated payment date and claims that were received and denied with a reason.