Provider Portal Frequently Asked Questions

New Provider Portal accounts can be set up by logging into the portal from the Alliance provider website.

When you log into the existing portal, simply scroll down to see the username you currently use. If you have trouble remembering your username, please call the Provider Portal Support Specialist at 831-430-5518.

When you log in to the Provider Portal, there is a prompt to reset your password. As long as you know the username and email address used when setting up the account, you can easily reset your password.

Please call the Provider Portal Support Specialist at 831-430-5518.

If you have attempted to log in three times with the incorrect username and password, you will be locked out of your account. In order to reset your account, please contact the Provider Portal Support Specialist at 831-430-5518.

Yes. You can view the Provider Portal Webinar in the training section of our provider website. You can also request a copy of the webinar by contacting the Provider Portal Support Specialist 831-430-5518.

Yes. Please contact the Provider Portal Support Specialist at 831-430-5518 to schedule a presentation or contact your Provider Services Representative at 831-430-5504.

Yes. These are all different ways to say “Alliance Member ID #” except for “Patient Account #" in the Claims Search function in the portal. The "Patient Account #" is an internal number assigned by the provider submitting the claim.

Yes. If your contact information is not already included in the dropdown box, you need to include contact information. This will allow Alliance staff to respond to your requests or call you with any questions.

Yes. When submitting referrals and/or authorizations, a sub-category is required in order to continue.

You will not be notified about your Provider Change Request directly. Please check back periodically via the Provider Portal to view the status of your request.

The member may not be linked to your office. The member’s PCP must submit all referrals. Please make sure your office checks eligibility prior to submitting referrals.

If the member is linked to your office but still isn't showing up, it may be that your permissions have changed. Please call the Provider Portal Support Specialist at 831-430-5518.

If you are missing information you previously had access to, such as certain providers, sites or missing reports, please contact the Provider Portal Support Specialist at 831-430-5518.

No, your office is not required to upload documents when submitting a PCR.

The claims re-submit option is only for some specialty claims. If the denied claim indicates the option at the bottom right of the portal page, then you are able to do a re-submit claim through the portal. If the option is not available for a denied claim through the portal, you may still re-submit a claim via paper form.