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 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.
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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 - https://www.carecentrixportal.com/ProviderPortal/signUpForProviderPortal.do?command=loadUserTypes
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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
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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
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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.
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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 (https://www.carecentrixportal.com/ProviderPortal/homePage.do?command=contact0
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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.
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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 Contract Manager.
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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.
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Ans12. Yes, the status of all requests can be checked via the portal through Auth Status.
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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.
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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.
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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 10MB.
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Ans16. Click on the "Forgot Password?" link located under the log on section and follow the prompts to reset your password.
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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.
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Ans18. Ensure your screen resolution is set to 1024 x 768.
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Ans19. Delete your temporary internet files and clear your browser cache.
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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
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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. Yes, you will be automatically logged out of the portal after 30 minutes of inactivity
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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.
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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

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