Ans1. The HomeBridge Provider Portal Administrator is responsible to manage and maintain the portal account for the branch locations. In addition, they can also add new users, delete users' portal access accordingly, change telephone numbers or edit portal accounts as necessary.
Back To Top

Ans2. If you are a contracted CareCentrix provider or sleep diagnostic provider, please contact your HomeBridge provider portal administrator. If you do not have a HomeBridge provider portal administrator please submit a request to register - register
Back To Top

Ans3. Email portalinfo@Carecentrix.com to request to add or change the HomeBridge Provider Portal Administrator. Please include the following information: NPI, TaxID, Provider name, Provider Address, Name and email address, fax and phone of the requested HomeBridge Provider Portal Administrator
Back To Top

Ans4. Verify with your agencies HomeBridge Provider Portal Administrator that the location you are looking for is credentialed. If the location is credentialed, verify with your HomeBridge Provider Portal Administrator that you have been given access to the location. If the HomeBridge Provider Portal Administrator doesn't see the location as an option, please contact your Contract Manager or Portalinfo@carecentrix.com
Back To Top

Ans5. A terminated location will be denoted with the letter Z in front of the location name and may no longer be utilized for new requests and/or authorizations, however, you will still be able to search claims status for this terminated location.
Back To Top

Ans6. Verify with your HomeBridge Provider Portal 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 (Contact Us)
Back To Top

Ans7. A confirmation email including the intake ID number will be sent to the email address of the HomeBridge portal user who entered the portal request.
Back To Top

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).
Back To Top

Ans9. Enter the Ordering Physician. Requiring entry of the Ordering Physician is an issue that we will have corrected very shortly.
Back To Top

Ans10. Verify that you are requesting the correct code. If you have already done so contact your Contract Manager.
Back To Top

Ans11. Verify with your HomeBridge Provider Portal Administrator to ensure you have access to the location you are attempting to view claims or request reauthorization for. If you have access and are still having issues with viewing claims or reauthorizations, please contact the CareCentrix Provider Relations team at 877-725-6525.
Back To Top

Ans12. Yes, the status of all requests can be checked via the portal through Auth Status.
Back To Top

Ans13. Yes, you can submit an Authorization Edit request to decrease the number of units or edit the start date of a request through the portal.
Back To Top

Ans14. Please send an email to CCXMedPolicy@CareCentrix.com Please include a print screen of the questions, your suggested changes, and the reason for change.
Back To Top

Ans15. Documents can be attached as part of a portal request prior to submission. In addition, HomeBridge portal users can attach documents through Authorization Status while a request is still inflight. Users are prompted to select the document name when attaching files to the portal request. Individual attachments may be up to 50MB.
Back To Top

Ans16. Click on the "Forgot Password?" link located under the log on section and follow the prompts to reset your password.
Back To Top

Ans17. After 5 times of entering the password incorrectly the account will be disabled. Prior to the 5th time the user should utilize the "forgot password" functionality. Your account could be disabled if you have entered the incorrect password 5 times. If this occurs, you should contact your HomeBridge Provider Portal Administrator for a password reset. If your HomeBridge Provider Portal Administrator is locked out you will need to contact CareCentrix.
Back To Top

Ans18. Ensure your screen resolution is set to 1024 x 768.
Back To Top

Ans19. Delete your temporary internet files and clear your browser cache.
Back To Top

Ans20. Contact your HomeBridge Provider Portal Administrator to update your email address. If you have done this please contact CareCentrix by clicking on the Contact Us link under the CareCentrix logo
Back To Top

Ans21. The Save and Exit button will not work if you are in the middle of answering clinical template questions.
Back To Top

Ans22. Contact your internal IT support team.
Back To Top

Ans23. Yes, you will be automatically logged out of the portal after 30 minutes of inactivity
Back To Top

Ans24. To use Click to Chat function a chatter must be logged in to the portal with a valid CareCentrix contracted provider or Sleep diagnostic provider log in.
Back To Top

Ans25. Click to Chat is available M-F 8am-6pm ET
Back To Top

Ans26. No, to use Click to Chat you must be logged into the provider portal.
Back To Top

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
Back To Top

Ans28. Yes, by contacting the care and service center
Back To Top

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
Back To Top

Ans30. No, New referrals must be submitted by completing the referral on the provider portal or by contacting the care and service center
Back To Top

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.
Back To Top

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
Back To Top

Ans33. Yes, Click to Chat does time out. There will be 2 warnings before chatter is disconnected from a chat.
Back To Top