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The majority of online services should now be restored. Users may still experience lingering issues with some applications. Prior Authorization Request due dates have been extended to July 22nd. Digital Notices are now available.

Due to planned OnBoard maintenance occurring between 2:00 a.m. to 5:00 a.m. ET on Monday, July 22, 2024, and between 2:00 a.m. to 2:30 a.m. ET on Tuesday, July 23, 2024, email and text notifications may not be generated during this period. Please check your dashboards for prior authorization requests (PARs) and PAR responses submitted during this period. All other functionality will be working, including updates to the electronic case folders in eCase.

OnBoard Training: Payers Request for Further Information

Training: Payers

Request for Further Information (RFI)

If more information is needed from the provider in order to respond to the PAR, select Request for Further Information. The due date for the reviewer to respond to a PAR is not extended when there is a request for more information made or if the request for more information never receives a response.

Select the Actions button on the top right of the PAR Details page and select Request for Further Information.

Request for Further Information

Enter the additional information needed and select Submit.

Request for Further Information

The RFI column in the My PARs queue will show Sent until the provider responds.

Reviewing RFI Response

When a provider submits the further information requested, the PAR row in your My PARs queue will be bold, and the RFI (Request for Further Information) column will show Rec'd.

RFI Column Showing Received

Select the PAR ID to open the PAR Details page and navigate to the Correspondence History section.

Select the Provider Response Submitted link in the Activity column to see all information regarding the RFI, including links to any documents submitted as part of the response.

Correspondence History section Response to insurer information and attachment

Attached document(s) will also be available in the Documents section. Select the Document ID link to view the additional information from the provider.

Documents section in PAR details