EAP Provider Portal FAQ

EAP Provider Portal FAQ2023-12-27T13:19:17-05:00

Frequently Asked Questions

We truly appreciate you taking the time to participate in our EAP Provider Portal. Here are some Frequently Asked Questions and answers:

How do I get started on the Provider Portal?2023-12-05T15:47:29-05:00

There is a legal agreement that we’ll need you to complete and return to our office. Click here to download the fillable PDF. You may fax or email your signed form to us, and then our staff will be in touch to provide the access link, username, and password. (We encourage you to change your password immediately when you first log in.)

Why do you need my email address? Will I be signed up for mailing lists?2022-09-19T11:29:03-04:00

We respect your privacy and will ONLY use your email address for notifying you about any updates or possible downtime with the Portal.

Our practice has multiple people who will submit invoices. Can they all use one username/login?2022-09-19T11:29:52-04:00

We do require that each person accessing the Portal each have their own individual username and password (and that each person signs the agreement. However, everyone who is linked to your agency will be able to see all activity for your agency.

How do I change my password?2022-09-19T11:32:14-04:00

After you log in, simply click “Change Password” in the top right corner. Enter your old password, then choose a new password and enter it twice. Click “Submit” and you will receive a confirmation that the password was changed. To return to the main Portal screen, click the “Provider Invoices” link under the blue banner; you can also click the Pyramid logo or the word “Home” in the top right menu bar.

What if I forget my password?2022-09-19T11:32:36-04:00

You will need to contact the EAP to ask for your password to be re-set.

What if I need to change my name or email address?2022-09-19T11:33:05-04:00

Simply contact the EAP and we will change this information. Please note that your username cannot be changed once it is set.

Do I need to download any software?2022-09-19T11:33:28-04:00

Nope! The platform is entirely web-based and HIPAA-compliant. All you need is internet access and a browser (we recommend Chrome). You can use it on a computer, tablet, or even your mobile phone.

Can I submit the Consent form via the Portal?2022-09-19T11:37:44-04:00

Yes! Simply click the “Add Document” button, select “Consent form” from the first dropdown, and then choose the specific Client and Referral Date for the client. Please upload ONE consent form at a time so that it can be applied to the correct client. You may also fax your Consent Forms to us at (717) 561-1125 or email them to [email protected] as soon as possible to avoid payment delays.

What can I do on the Portal?2022-09-19T11:35:08-04:00

You are able to submit invoices, submit Consent forms, and view the status of your other invoices (approved, waiting on paperwork, paid, etc.). You will also be able to see when invoices were paid, invoice numbers, check/transaction numbers, and amounts for each client/date of service.

Can I update/view client information via the portal? What about my agency/counselor information?2022-09-19T11:35:34-04:00

As of right now, your access to the portal is limited to sessions and is strictly “read-only,” with the exception of submitting invoices and consent forms. This is to protect the integrity of the information in this database. If you find anything is incorrect, please notify the EAP and we will make the corrections for you. If you need to update client or your own information, please contact the EAP.

Can I submit invoices for training/on-site counseling/other services?2022-09-19T11:36:55-04:00

At this time, we are only able to accept online invoices for regular EAP sessions at your regularly contracted rate. Other services would need to be invoiced on the usual form, sent to us via fax or email.

What about half or double sessions, or two separate sessions on the same day?2022-09-19T11:38:33-04:00

Those types of sessions will need to be sent to the EAP on the PDF or paper form and sent to us via fax or email. Your per-session rate is not able to be changed in the portal, though our staff can override it on our end.

Why isn’t (client name) appearing in the dropdown for me?2022-09-19T11:39:39-04:00

Chances are very good that we offered the client several options and they did not let us know which one was selected. It’s also possible that the client has not yet called us. Simply call or email the EAP and we will find out if we have that person in our system; if so, we will assign the person to your agency and you’ll be able to bill for them. If not, the client will need to contact us to have their sessions approved.

How far back can I go when submitting invoices?2022-09-19T11:40:07-04:00

While you do have access to our client sessions as far back as 2017, and the default view is six months, please try to keep your submissions to dates of service within the past 14 days where possible. We encourage interim billing, so please enter your sessions as they occur! If you have a session that is older than 14 days, you may still submit it – however, please be aware that invoices outside this timeframe may be rejected. You may request an exception for invoices older than 14 days by contacting the EAP.

This family was authorized for 12 sessions. Can’t I just put all 12 under one person?2022-09-19T11:40:32-04:00

Because of the way that we track our EAP usage and expenses, we kindly request that you assign the authorized number of sessions per person to each authorized individual. For example, if the EAP Referral says “3 per person,” we ask that you only invoice 3 sessions per family member. You may invoice under any family member who is attending sessions for this particular issue/referral. You will note there are columns with the maximum number of approved sessions per person and how many sessions have been submitted.

I had a session rejected because it exceeded the sessions allowed, and I would like to resubmit it under a different family member. What do I do?2022-09-19T11:40:59-04:00

First, please notify the EAP that you would like us to delete the old session, since you won’t be able to add a duplicate date of service. Then once we have deleted it, you may re-submit the invoice under the correct family member.

I have a returning client and see him listed multiple times in the dropdown. Which one should I choose?2022-09-19T11:41:22-04:00

Next to the client’s name and client code, there is a date. This is the date of the referral authorization – so when deciding which one to select, please use the one with a referral date closest to the date of service. If you are still unsure, or the most recent date is more than six months old, please contact the EAP.

I entered my invoices, but they are still saying “In Review” for over a week. What’s wrong?2022-09-19T11:41:48-04:00

Please contact the EAP if this occurs; there may be an issue and we would like to resolve it for you!

The session status says “Pending Paperwork” but I’ve sent in the consent already. What’s the delay?2022-09-19T11:42:14-04:00

We may not have received the consent yet for some reason, or there may be other paperwork that is necessary. We typically contact our providers within two business days to notify them as to what is needed, so if you haven’t heard from us, our contact information may need to be updated – so please contact us!

I filtered my clients by “Status” but now I want to see all of them. How do I clear the dropdown?2022-09-19T11:42:41-04:00

Simply click on the dropdown and hit the “Backspace” key on your keyboard. This will clear the Status dropdown. Then click “Filter” and the table will show all results.

What does “Open Invoices” mean?2022-09-19T11:43:06-04:00

“Open Invoices” means that the invoice has not been paid yet. It may include invoices that are In Review, Pending Paperwork, Approved (but not sent yet), Approved (and sent). Please note that your invoice may have been paid but not yet updated in the Portal.

I have sessions that should have been paid but aren’t showing as such – who do I contact about this?2022-09-19T11:43:27-04:00

Please contact the EAP directly and we will research it for you.

What is the usual turnaround time for payment when I submit invoices through the portal?2022-09-19T11:44:27-04:00

Once your entry is “Approved,” we submit payment requests once per week (you will receive an email when this occurs; if you don’t, please contact us). Our Accounts Payable team processes them every other week, so depending on timing it may take 2-4 weeks before your payment is processed. Direct deposit recipients have their reimbursement deposited within 1-3 business days from email notification (again, please contact us if you are not receiving this); paper checks are mailed out within 1-3 business days but may take 2-4 weeks to arrive. We strongly encourage you to sign up for direct deposit! For an informational video regarding our Paperwork and Invoicing processes, please visit our YouTube channel and let us know if you have any questions or concerns.

You may also view a brief video on using the Provider Portal on our YouTube channel here.  Again, we truly appreciate your partnership and cooperation as we work to improve our processes! If you have any suggestions for improvement or feedback, please email [email protected] anytime or call us at (800) 543-5080. Our office hours are Monday-Thursday, 7:30am-4:30pm (ET) and Fridays, 7:30am-3:30pm (ET).

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