ProviderOne access: FAQs

Direct access questions

What is ProviderOne security?

ProviderOne security are processes designed to protect unauthorized access to the ProviderOne payment system. The Health Care Authority (HCA) has a security team that is responsible for setting up the initial system administrator.

What is a system administrator?

The system administrator is the initial profile assigned to the individual responsible for setting up users within your ProviderOne domain.

The system administrator determines what security profiles to add to a user’s account depending on their job duties.

Roles versus profiles

The terms "role" and "profile" are interchangeable depending on how you access ProviderOne.

What is a ProviderOne security profile?

A ProviderOne security profile is a role assigned in ProviderOne that determines what portions of the system a user can access through the portal (i.e. claims or eligibility).

Staff can be assigned one or more security profiles to meet their job duties and provide them the level of access necessary in ProviderOne.

Initial access to ProviderOne

I’m a system administrator, how do I get initial access to ProviderOne (how do I log in?)

If you are the individual that completed the security access form, you will receive an email with your login credentials, including a temporary password. Once logged in you will be asked to choose and answer a series of security questions and create a new password of your choosing with required elements.

• Login to ProviderOne.
• Learn more about how to setup ProviderOne access for your organization.

I’m not a system administrator, how do I get initial access to ProviderOne?

Find your organization’s system administrator. Once they set up a user profile for you, a temporary password will be sent to your email with your login credentials. Once logged in, you will be asked to choose and answer a series of security questions and create a new password of your choosing with required elements.

• Login to ProviderOne.
• Learn more about how to setup ProviderOne access for your organization.

System administrators

How do I know if I'm a system administrator?

If you are the individual that completed the security access request for your domain, you are assigned the EXT Provider System Administrator profile. This profile is available in the dropdown option when you log in to the portal.

What if I'm locked out of my account?

If you are the sole system administrator of a domain, ProviderOne security can assist with unlocking your account or resetting a password.

If there are backup system administrators within your organization, you will be referred to them for assistance. It’s the system administrator's responsibility to resolve any access issues for their users.

Are there instructions for setting up users?

Yes. Instructions for setting up users can be found in the Creating users and adding profiles resource.

What if I receive an error when setting up a new user?

Correct the information that ProviderOne states is in error (i.e. duplicate login names). Common error messages can be found on slide 21-22 of the Creating users and adding profiles resource.

I'm the current system administrator, how do I add a backup?

If you have access as the current system administrator, follow the instructions in Creating users and adding profiles to create their account and add that profile, or add that profile if they already have an account.

Providers and individual users

What if I am locked out of my account?

To unlock your ProviderOne account, go to the ProviderOne login page.

• Under the login button click To Unlock Account and Reset Password, Click here.
• If you get an error message saying your security questions are incorrect, contact your organization’s system administrator for assistance with unlocking your account.
• A new temporary password will be sent to your email.
• You will be asked to choose new security questions to complete your new password. Take note of the questions and answers for future.

What if I don't know who the system administrator is?

Contact your organization’s office manager or your superior who provided your initial login to ProviderOne.

Technical questions

What is the recommended web browser for using ProviderOne?

Microsoft Chrome, Edge, and Mozilla Firefox browsers.

How do I prevent error messages when clicking certain ProviderOne links, or when submitting a claim?

ProviderOne requires that popups and redirects be enabled in your browser settings to function correctly. You can do this by adding the ProviderOne URL to your list of allowed sites.

Go to your browser's webpage for support in adding safe sites.

I’ve added the ProviderOne URL to my list of allowed sites for popups and redirects, but I’m still getting errors. Is there anything else I can try?

Clearing your browsing cache and cookies can often resolve many issues you may be experiencing with ProviderOne. This removes old or broken files your browser may have saved, forcing it to load the newest version. Visit your browser's webpage for support with popups and redirects.

Where do I find ProviderOne?

Access ProviderOne.

OneHealthPort (OHP)

What is OneHealthPort?

OneHealthPort is an external partner that offers single sign-on (SSO) for health care professionals to access multiple payers/health plans through a single web portal which includes ProviderOne.

Who do I contact for help registering or logging in?

Please refer to the OneHealthPort FAQ for contact information and guidance on resolving OHP issues.