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When is the PBHI website available?
Can I perform the same kind of requests online that I currently perform through mail and telephone contact with you?
What if the Online System or Network goes down?
What if my computer crashes or the network goes down?
Can anyone else see my account information? Is it public?
How can I contact PBH about Online transaction concerns or questions?
Who Do I Contact about a Lost/Stolen ID/Password?
What If I Don't Understand the Online Forms.
I Need Further Assistance or I Need More Information
Submitting Changes Regarding Office Addresses, Tax ID or Other Information Through the Website
Key Points to Remember

When is the PBHI website available?

In general, the site is available 24 hours a day, 365 days a year. The system will need to be taken offline occasionally for maintenance, and there will undoubtedly be unanticipated circumstances beyond our control which will affect you're ability to access and use the website.

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Can I perform the same kind of requests online that I currently perform through mail and telephone contact with you?

In most instances, we have designed the website to become the 24 hour-a-day, 7-day-a-week alternative for standard telephone calls and routine paper-based forms. Our goal is to provide you with a place to complete forms such as claims and PARs for authorized services without paper, and to complete information inquiries. Lookups can include inquiry into member information such as eligibility or information related to your transaction history with PacifiCare Behavioral Health (such as authorizations or claims history).

The website is always developing and improving. If you don't currently find that the website meets a need, it may well be on its way to doing so. You are of course invited to use the "Contact Us" button to send your comments or requests.

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What if the Online System or Network goes down?

In the event that the website goes down, you can be at ease that any transaction for which you had received a confirmation number has gone through. If you were in the middle of a transaction when the system-related problem occurred and had not yet received your confirmation number, you will likely have to recreate the transaction. You should, however, check back on the system later to determine the status of it before completing it again. If you don't find a record or history for the transaction in question, you will need to redo the transaction. You may also call our web dedicated customer service line for help in determining the status.

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What if my computer crashes or the network goes down?

If your computer crashes and you are online with us, you should restart your computer and follow the instructions under "What if the online system or network goes down?" If you are experiencing longer term problems with your system, you can return to using the paper/mail/telephone processes until you get your computer up and running again.

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Can anyone else see my account information? Is it public?

Your online information is available only through confidential logins and passwords, which have been built and rigorously tested for their ability to ensure security. Only you can access your information using your ID and password and entry information. Additionally, if you have administrative staff who has been issued IDs/passwords - they will have access as long as their accounts remain open. The information is not public and unless you share your ID and password, no one will access the information online.

Consider the ID and password as important as your other PIN numbers - Do not share it, or write it down where others might find it.

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How can I contact PBH about Online transaction concerns or questions?

• By Telephone: You will be asked to choose an option best suited for your needs. Please listen carefully to your menu options so that we may connect you to the person who can best help you.
  
• Call us at (800) 218-1029
• Via Internet:
  Contact Us

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Who Do I Contact about a Lost/Stolen ID/Password?

Call us immediately at (800) 218-1029

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What If I Don't Understand the Online Forms.

Each form has available "HelpText," which you can find on the same page on which you found the specific form. To access this help, return to the form and simply click the "Help with this Form" button. If you are still experiencing difficulty, please call a customer service representative at the online call center at (800) 218-1029.

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I have attempted to complete a transaction or a look-up online, but I need further assistance in understanding the form or I need more information.

If you have accessed the online help available on the web pages and you still need further information, please contact us directly.

• If your question is regarding specific online processes or forms, then call (800) 218-1029. An online Customer Service Representative will attempt to help you, or will put you in contact with someone who specializes in assisting with your particular need.
• If your question is about a clinical matter, then call (800) 999-9585
• If you have a question regarding your contract, contractual obligations, or the Provider Manual, then call (800) 218-1029 or the Provider HelpLine at (800) 216-1166.

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Can I submit changes to you regarding office addresses, Tax ID or other information through the website?

You may check the information we have for you and your practice address(es) by logging in and clicking on "My Practice." If you find that any of the information is incorrect, please contact us to correct it.

The goal for future development of the website is to provide you with an online form to submit your changes. At this time the form for completing this is still paper-based. You can submit such changes by accessing this form in your Provider Manual or you may also call the Provider HelpLine at (800) 216-1166 to request a fax number to send such documentation.

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Remember

• It is imperative that practitioners treat their IDs and passwords, and all member material, whether obtained online or not, with the highest security and confidentiality. To do anything less would be to risk member confidentiality and liability.
• NO PBH REPRESENTATIVE WILL EVER CALL YOU AND ASK YOU FOR YOUR WEB ID/PASSWORD
• Failure to follow the strict guidelines outlined in the Agreement and the Provider Manual can open website users to civil and criminal penalties and litigation
• Help with the website and online transactions is available on the website by accessing the "Help" Features. For further assistance, please contact a Customer Service Representative at (800) 218-1029.

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