Frequently Asked Questions
Registration and Login
A. Please check with your Provider Group Admin to see if an account was already set up and ask that they add you as a user. If you do not know who the Provider Admin is for your account, please submit a request for assistance to INpriorauthissues@Acentra.com
A. No, you do not need a special password to register. Once your Provider Admin sets up your account, you will receive a link to complete your registration, and the system will prompt you to create your own secure password.
A. This will need to be done through the IHCP Provider Portal. Click this link for information Indiana Medicaid: Providers: Update Your Provider Profile
General System Questions
A. Yes, the best way is to use the Notes feature in Atrezzo when you are setting up the request. After your request has been submitted, you can also add a note for the clinical reviewer by going to the Communications section of the case and clicking the Notes link.
Q. Go into your case and enter that information in the discharge section under Service Details.
Note: Hospice providers only need to upload the Hospice Discharge Form.
A. This typically means a code you entered does not require a prior auth. It is important to check the IHCP Fee Schedules to confirm if your codes require a prior auth before you start your request.
A. This message will appear if you are not using a Billing or Group NPI as the servicing provider. This is an Indiana FSSA requirement, and the prior auth cannot be submitted if the servicing provider is not entered correctly.
A. This message can be associated with 1) you did not click Change Context button to select the correct provider account to find your case, or 2) your request has been voided because it did not require a prior authorization per the IHCP fee schedule, or it was a duplicate request for the same service dates.
A. Yes, the system generates an Indiana general letter detailing why it was voided. This letter is sent to the requesting provider associated with the case.
A. This message displays when the servicing provider does not match with the requested service type. The servicing provider must be corrected to be a provider that can bill for the requested service type.
Provider Admin Questions
A. The role of Provider Group Administrator (or Provider Admin) includes managing user accounts, assigning roles and adding provider associations within the Atrezzo portal. The Provider Admin plays a crucial role in ensuring that user access is properly configured and maintained.
A. Yes. If users change their email or phone number, or fail to complete the registration process, a provider admin can reset the MFA. Click “Setup” at the top of home screen, select user, click reset registration and the OK button. The user will then receive a system generated email from Acentra Health to complete their registration.
A. Go to the Training & Education section of the website Training & Education - Indiana Medicaid FFS . Then scroll to the Important Links section and click the Provider Portal Administrator button which will display all of the current multi-media resources for your role.
Common Prior Authorization Questions
The preferred method for submission is through Atrezzo provider portal, as it streamlines the process. You may still choose to fax or call in, but please do not submit the same request via different methods.
A. You will find all materials on the training and education page of this website, click the link here:
Training and Education.
A. Provider emails are typically responded to within 24 hours. If you have an urgent question, please contact Customer Service at 866-725-9991.
A. A true retrospective review is when all dates of service are in the past. Any prior authorization submitted that has current or future dates is not a retrospective review.
A. If commercial insurance is primary, a Prior Auth (PA) is required if the services require it. You will follow both the commercial and Medicaid PA policies. If Medicare or Medicare Advantage is primary and the service is covered by Medicare, then no PA is required. When services are not covered by Medicare, if the IHCP Fee Schedule states a PA is required, you must submit PA to Acentra Health.
A. The request may be submitted by fax, portal, or US mail. It is recommended to use the portal or fax to ensure timeliness.
A. There needs to be a transfer of prior auth (PA) responsibilities. Get the PA# from the existing provider or Acentra Customer Service and submit an IHCP Prior Authorization Revision Request Form to ensure existing authorization is properly ended before you assume care for the member.
Note: Hospice Providers must submit State Form 48733, Hospice Change Request Form