Frequently Asked Questions
Important: Do not share usernames or passwords
All users of the Provider website must have their own username, given the protected nature of the data, HIPAA, and other regulations.
The HIPAA Security Rule requires an audit trail that identifies all users who logged in, accessed, and/or changed electronic protected health information (PHI).
- Account sharing violates Excellus BlueCross BlueShield’s plan policy and poses a risk to providers and Excellus BCBS.
- To align with Excellus BCBS security policies, every user of the Provider website must use a unique username.
- A unique username enables Excellus BCBS to identify who accessed PHI and protects the user against inappropriate usage.
Note: The Excellus BCBS Web Help Desk is unable to assist a user who does not have a unique username.
Dental Providers: If you need assistance navigating our new experience (registration help, managing user access, etc.), refer to the Provider Portal Registration and Maintenance Guide for DentistsOpen a PDF.
Office Managers or Authorized Administrators to manage staff access must register first.
Participating Medical Hospital/Group/Facility or Individual Practice Providers can begin registration by visiting Provider Registration.
Non-participating Medical Providers and staff can obtain web access by calling Customer Care at 1-800-920-8889.
Participating and Non-Participating Dental Providers can begin registration by visiting Provider Registration.
Medical Providers
Call Customer Care at 1-800-920-8889 and press #2 for Eligibility and Benefits.
Dental Providers
Refer to the notification letter sent from the Health Plan. If you cannot find your letter, call the Excellus BCBS Web Help Desk at 1-800-278-1247 .
Please note: Non-Participating Dental Providers who have not previously submitted a claim will be unable to register for an account due to not having a unique Provider ID number; the Web Help Desk will be unable to assist. Once the first initial claim is received, a notification letter will be sent to your office with instructions on how to register for the portal. If you have a claim question, please call Dental Customer Care at 1-800-724-1675.
Yes, all user have access to the Forgot Password. Passwords can be reset by completing the instructed prompts.
Note: If you are not successful, call the Excellus BCBS Web Help Desk at 1-800-278-1247
If you are already registered with one of our accounts or subsidiary accounts with our health plan, you will have to use a different email to register.
As a possible solution, you may be able to use email sub-addressing to create a unique email. Email sub-addressing, also known as plus sign (+) trick, is popularized by gmail and supported by most email providers. It allows creating a new email address by simply appending the plus sign (+) to your current email address and allow successful email delivery to the same inbox.
For example, if your email address is name@email.com, you can quickly create a new email address like name+web_username@email.com. Be sure to test and check with your IT administrator to ensure this is supported by your email provider and company prior to registering.
Providers, Office Managers, and/or Hospital, Group Practice, Facility Administrators
Call the Excellus BCBS Web Help Desk at 1-800-278-1247.
Front or Back-Office Staff
Contact your Office Manager. They have access to create an account (username and initial password) for you by visiting Manage Staff Access .
You must request access and register for your own account.
The HIPAA Security Rule requires an audit trail for all users that identifies who logged in and accessed and/or changed electronic protected health information (PHI).
Hospital, Group Practice or Facility Providers
Hospital, Group Practice or Facility Providers can authorize Office Managers to control user access to health plan information in the Provider website. If you are not a Provider or Office Manager responsible for adding or deleting staff, please contact your Office Manager to request access.
Individual Practitioners, Physicians, or Dental Providers
Individual Practitioners, Physicians, or Dental Providers and authorized Office Managers can add or delete user accounts.
- If you are not a provider or office manager responsible for adding or deleting staff for your office, please contact your supervisor to request access.
- Users with the ability to manage staff access should audit this information periodically to prevent unauthorized users of the website (e.g., terminations, staff with role changes and no longer requires access).
- If you are unable to delete an account directly, please call the Excellus BCBS Web Help Desk at 1-800-278-1247.
Each Dental Provider that has their own tax ID will receive a notification letter that contains their Provider ID and tax ID, regardless if they share a location with other Providers. If multiple Providers share an Office Manager, the Office Manager should register for their account first, using one of these notification letters. After the Office Manager account is created, they can create accounts for their staff or Providers using the Manage Staff feature.
If you are struggling to determine who manages your staff access and have exhausted all other options, please have the Office Manager call the Excellus BCBS Web Help Desk at 1-800-278-1247.
Deleting Authorized Administrators
In the event the person responsible to manage staff is no longer with your organization, the Provider is responsible to terminate access for an individual practice, an Office Manager, or the group / facility / hospital site administrator by calling the Excellus BCBS Web Help Desk at 1-800-278-1247.
Deleting Staff:
The Office Manager who manages staff access can add and delete user accounts by visiting Manage Staff Access .
The Provider, Group, or Facility Office Manager can grant access by visiting Manage Staff Access and creating an account (username and initial password). The Provider, Group, or Facility is responsible for managing your access and following security policies.
