What if the portal is down and I need to submit an authorization?
If the portal is unavailable you can still submit authorizations by fax.
Call the Provider Relations emergency line
If the Provider Portal is unavailable and you need to submit an urgent authorization, call the Provider Relations emergency line at the number listed in your IPA contract. Emergency authorization requests can be taken over the phone during business hours (Monday–Friday, 8 AM–5 PM PT).
After hours, urgent requests can be submitted by fax. Use the emergency fax number included in your IPA welcome packet.
Submit by fax
Download and complete the Emergency Authorization Request Form from your provider welcome packet or by contacting your IPA coordinator. Include the member ID, date of birth, service type, ICD-10 and CPT codes, and your NPI number. Fax to the emergency line and keep a copy for your records.
All fax submissions receive a confirmation call or callback within 4 business hours.
Enter the authorization into the portal once it is restored
When the portal comes back online, log your authorization using the same information submitted by fax. In the notes field, reference your fax confirmation number and the date/time of the fax. This ensures the authorization is properly associated with the member’s record.