Video Library and Tutorials Please visit our video library for short tutorials and How To's. If you don't see a video that relates to your question, please check the FAQ's below. Practitioner Portal How to set up a practitioner Credapp account How to set up a practice/office manager Credapp account How to reset a forgotten password in Credapp How to navigate, add and edit in CredApp How to finish, review and submit in CredApp How to check status of a submitted application in CredApp Customer Portal How to log on as an existing customer and search for a practitioner How to search my files that are in process How to place a Rush on a file currently in process Frequently Asked Questions(FAQ's) ***1. How do I know where my file is at in the credentialing process ? ***2. How do I check the status of a file ? ***3. What if I don’t see credentialing activity on one of my files? ***4. How do I start the credentialing process for a practitioner? ***5. What if I don’t see my file as In-Process? ***6. How do I know that the document I uploaded/emailed/faxed was received by HSC? ***7. How do I add a practitioner to my roster? ***8. Is there an email address that I can send questions or comments to? ***9. How does HSC communicate important information to me? 10. I was in the process of entering my application when you upgraded your system – what do I do now? 11. Why did you upgrade your Credentialing system? 12. What new features are you adding? 13. What features from the previous system will no longer be available? 14. Is there a phone number that I can call for help? 15. Is there an email address that I can send questions or comments to? 16. Do I get to keep my previous user name and password? 17. Do I have the ability to print my completed application? 18. Do I go to the same location on HSC’s website to access the new system? 19. What if I forgot my user name? 20. What if I forgot my password? 21. Is the new eCreds Web Portal as secure as the previous system? 22. What browsers are supported with the new eCreds Web Portal? 1. How do I know where my file is at in the credentialing process? HSC has changed its credentialing workflow with the implementation of eCreds. The new workflow is designed to increase the overall efficiency of the system and once we complete the process of transitioning in-process files from the old system to the new eCreds platform, our overall productivity and turn-around times will increase. Below is a high level overview of the main process steps in our credentialing process: 2. How do I check the status of a file? You can check the status using several methods. The primary method to check a file is by searching for a practitioner using the search feature on your main screen in the eCreds Web Portal. Other methods are by clicking on the links under ‘File Processing’ on your main screen and by accessing reports. Once a customer order request has been completed, activity will begin to show up on the specific practitioner screen. After a file has been initiated, request dates will be displayed for each of the credentials in your file as request activity occurs. Request dates will be displayed each time a request activity has occurred for a credential. When the credential has been received, the PDF icon and the received date will be displayed. File status can be checked using the Applications Sent Not Received, Files Completed, In Process Files – Incomplete App, In Process Files – PSV Outstanding reports as well. 3. What If I don't see credentialing activity on one of my files? The week of July 23, 2012, HSC identified a known issue whereby some request dates were not posted to the eCreds Web Portal as well as some request letters were not sent to the practitioners or PSV entities. We implemented the resolution in our production systems Monday, July 23rd, however, there still may be a few isolated incidents regarding request activity on specific practitioner credentials. If you have any questions, please email our support desk at CVSSupport@nmhsc.com. Some files that transitioned from our old system to eCreds went directly to our follow up process in certain instances, we did not migrate the request date activity. As a result, you might not see the request dates when you look up file activity on the Web Portal. These files will be followed up on directly by one of our CVS Analysts and the follow up activity dates will be updated on the web portal as the tasks are worked. We apologize for any inconvenience that this has caused to your business operations. 4. How do I start the credentialing process for a practitioner? If the credentialing type is a re-credential for an existing practitioner in our system, you do not need to do anything, the system will automatically start the credentialing process a predefined number of days prior to the recredential date for the provider, currently set to six months before the recredential date.. You can view and update the re-credential date by searching for the provider on your main screen of the eCreds Web Portal. For initial requests or for re-credential requests for new practitioners, in order to start the credentialing process, you must enter an order using the File Processing Request screen in the eCreds Web Portal: The Practitioner will also be added to your roster when entering initial requests. 5. What If I don't see my file as In-Process? If you click on the " Total Files in Process " link on your main screen and do not see the practitioner listed, be sure to search for the practitioner using the " Select a Practitioner " function. Only files that have been Initiated will show under the " Total Files in Process " link. In order for a file to be initiated, an order request from the customer must have been received along with an application form from the provider, plus the release form. For additional information regarding your in-process files, there are several reports that give you real-time information on the status of your files and practitioners: 6. How do I know that the document I uploaded/emailed/faxed was received by HSC? All documents, whether uploaded via the Customer Web Portal, faxed to HSC, or sent as an email attachment to HSC, are electronically routed to our Mail Room for processing. Traditional mail is scanned and saved into the eCreds database upon receipt. Once a document has been received by the Mail Room, it is placed in a queue for processing. We ask that our customers wait three business days to allow our Mail Room personnel to process the documents in the queue before checking the status of a document. For traditional mail, we ask that you wait seven days. In the Mail Room, the electronic documents are associated with the practitioner on your roster for use in our file processing workflows. Once a customer places an order request to start the credentialing process, the customer can check the status of documents processed by our Mail Room by searching their roster for the specific practitioner on our Web Portal. 7. How do I add a practitioner to my roster? In order to add a practitioner to your roster, you simply navigate to the Order Request screen and place an ‘Initial Request’ type order. eCreds uses the information you enter during the order request process to create the roster record. Please try to enter the practitioner’s unique identifier information as accurate as possible; eCreds uses that information to see if the practitioner is already in our database for a different customer and we do not want to create duplicate records for the same practitioner in our system.. We can reuse practitioner information in order to make our system more efficient. 8. Is there an email address that I can send questions or comments to? Yes. Please send all questions or comments to CVSSupport@nmhsc.com. We will respond to your email as quickly as we can. Please do not reply to the automated alert/status email messages from the cvsecreds@nmhsc.com email address. 9. How does HSC communicate important information to me? HSC uses several methods for communicating important information to you, our customers. We will periodically send emails to all of our customers communicating important information such as upcoming training sessions and webinars. Please ensure that emails coming from kglander@nmhsc.com are not being captured as spam or otherwise being filtered by your email systems. This email address belongs to Kim Glander, who heads up our CVS Business Unit. We also have an RSS Feed service that you can subscribe to for up to the minute important news and announcements from HSC. Simply click the link at the bottom of our Web Portal Welcome page and follow the subscription instructions. Within the web portal, HSC will frequently post important information in our updateable notification panels. Check the notification panels for important operational and business development information. 10. I was in the process of entering my application when you upgraded your system – what do I do now? If you were in the process of inputting information into your application when we upgraded our system, you will have to start a new application using our new eCreds web portal. The good news is that the new eCreds web portal will walk you through the application process starting with creating a new user account for you. If you have already submitted your application, either online or in hard copy, no further action is needed. Once you have created a user account, you will be able to complete applications online, upload documents to our system instead of faxing them to us, and check the status of any in-process applications. 11. Why did you upgrade your Credentialing system? HSC completely redesigned our Credentialing platform including our Customer and Practitioner Portal so that we can provide our customers and their practitioners with additional functionality and make the portal even easier and more efficient to use. With this upgrade, HSC is also laying the technical foundation for future releases that will incorporate new, advanced features and increased functionality that will make the system even easier to use for our customers and practitioners. 12. What new features are you adding? HSC has implemented several new features including: 1. The ability to upload documents and download completed files securely and electronically. 2. The ability to check the status of in-process applications. 3. For our customers, the ability to perform a variety of practitioner roster updates and order requests. 4. For our customers, the ability to view received practitioner documents. 13. What features from the previous system will no longer be available? All of the functionality and features in our current system will be available in the new system (and much more!). 14. Is there a phone number that I can call for help? Yes. Our HSC Support Desk can be reached at 505 343-0070 or 1-(866)-908-0070. The normal operational hours are 8 am to 5 pm (MT). Both our HSC Functional Support Team and our HSC Technical Support Team are available to assist with any questions or issues. " /> 15. Is there an email address that I can send questions or comments to? Yes. Our HSC Support Desk can also be reached by emailing us at CVSsupport@nmhsc.com. Both our HSC Functional Support Team and our HSC Technical Support Team are available to assist with any questions or issues. 16. Do I get to keep my previous user name and password? If you are an existing customer, yes. All active customer user accounts existing in the current CVS online system are available and valid in the new system. 17. Do I have the ability to print my completed application? Yes. The ability to print a report of all of the information you entered into your application as a PDF document will remain. 18. Do I go to the same location on HSC’s website to access the new system? Yes. Users will navigate to the same location that they currently go to now. We will then direct you to the new eCreds web portal. 19. What if I forgot my user name? If we have your current email address in our system, you will be able to go to the log in screen and request that your user name is sent to your email address. If you cannot remember your current email address, you can call our HSC Support Desk at (505) 343-0070 or 1-(866)-908-0070 or email our HSC Support Desk at CVSsupport@nmhsc.com. We will be happy to assist you. 20. What if I forgot my password? If you know your user name, you will be able to go to the login screen and upon answering a security question correctly, request that your password be sent to your email address. If you have any difficulty, you can call our HSC Support Desk at (505) 343-0070 or 1-(866)-908-0070 or email our HSC Support Desk at CVSsupport@nmhsc.com. We will be happy to assist you. 21. Is the new eCreds Web Portal as secure as the previous system? Yes. The new Practitioner Credentialing Web Portal utilize state-of-the-art security features such as data encryption and SSL. These features are deployed in all of HSC’s enhanced security web applications. 22. What browsers are supported with the new eCreds Web Portal? The new eCreds web portal works best with a high speed Internet connection and Internet Explorer, version 7.0 or above.