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ConnectCenter

ConnectCenter is a tool medical and behavioral health providers can use to submit claims and to perform most real-time transactions. It is owned and maintained by Change Healthcare.

With ConnectCenter, you can:

  • Check member benefits and eligibility
  • Check the status of your claims
  • Submit and verify referrals
  • Submit and track professional 1500 claims and replacement claims using Direct Data Entry (DDE)

To request authorization or check the status of your authorization requests, use Authorization Manager. Note: You can learn authorization requirements in ConnectCenter. Refer to our Quick Start Guide for more information.

  Screenshots are available in the "Tips for Common Transactions" area below.

New to Provider Central?

Here are the answers to frequently asked questions.

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Who can use ConnectCenter?

Only contracted providers, their staff, and their billing agencies can register for Provider Central and use ConnectCenter. Learn more.

How can I access this tool?

Log in, click eTools>ConnectCenter, and look for the Go Now button. No additional username or password is necessary.

If you are registering for Provider Central, please wait 15 minutes after creating your account before performing a real-time transaction in ConnectCenter. Please wait one business day before submitting a claim in ConnectCenter.

What if I'm not contracted with Blue Cross Blue Shield of Massachusetts?

Non-participating providers can use the following resources.

  • For benefits, eligibility, and prior authorization inquiries, call BlueCard® EligibilitySM at 1-800-676-BLUE (2583).
  • For details about processed claims, use Payspan.
  • For referral and authorization request submissions, use a tool or fax number on our Prior Authorization page. These resources also appear in our Authorization Quick Tip.
  • To check eligibility, benefits, or claim status, you can also use our phone-based system, InfoDial. You can reach InfoDial at 1-800-443-6657.

Information for Online Services users

Note: Claim submission functionality in Online Services will be discontinued on a rolling basis. All other functionality will be discontinued on September 30. Read more.

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Online Services claims

You can continue to access your Online Services claims from within ConnectCenter for 15 months after submission using the Customer Portal feature. To learn more about this feature, read the section, "Online Services Claims" in our ConnectCenter Claims Quick Tip.

Patient Lists

Every time you check a member’s eligibility status in ConnectCenter, the results are stored in your Eligibility History. Your Eligibility History can then be used as a patient list – a starting point that helps you save time with claims and real-time transactions.

The Eligibility History page is most useful if you perform eligibility inquiries with the patient’s name (and date of birth) rather than their ID number. Including the patient’s name enables ConnectCenter to populate this information into the History page, making the correct transaction easier to identify. Read more.

Provider information

If you submitted claims using Online Services, Change Healthcare transferred your Online Services provider information to ConnectCenter. Please verify that the information is complete and accurate by going to the Admin>Provider Management area in ConnectCenter. More instructions are in our ConnectCenter Provider Management Quick Tip.

Trainings and resources

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Webinar details

To pre-register for a session and receive an email with access information, submit this form.

Notes:

  • Please allow 90 minutes for the claims/claim status and real-time transactions webinars and one hour for the webinars about referrals. If you join a webinar and cannot access the audio through your computer, you can dial into any session using the phone number 1-844-245-7693.
  • To help you get the most out of the presentation, we recommend that you review our tips before you connect to the meeting.
  • If you are prompted for a password, enter 1234.
October
Date Time Link Content
Tuesday, October 4 11 a.m. Meeting ID: 2532 667 0638
Join the webinar
Claim entry and claim status
Friday, Oct 7 Noon Meeting ID: 2536 474 5223
Join the webinar
Real-time transactions: Eligibility and claim status
Friday, Oct 14 Noon Meeting ID: 2533 861 6785
Join the webinar
Real-time transactions: Eligibility and claim status
Tuesday, October 18 12:30 p.m. Meeting ID: 2534 768 8316
Join the webinar
Claim entry and claim status
Wed, Oct 19 11 a.m. Meeting ID: 2532 254 3035
Join the webinar
Referrals
Friday, Oct 21 Noon Meeting ID: 2532 627 5114
Join the webinar
Real-time transactions: Eligibility and claim status
Friday, Oct 28 Noon Meeting ID: 2531 473 5950
Join the webinar
Real-time transactions: Eligibility and claim status

ConnectCenter best practices

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First, create provider records

Save yourself keystrokes by setting up records in the Provider Management area. Then, set a default Requesting Provider (for real-time transactions). If you will use ConnectCenter to submit claims, set defaults for Billing Provider and Rendering Provider as well.

Instructions are in the Provider Management Quick Tip.

Collapse screen areas you don't need

Most ConnectCenter screens include sections that can be expanded or collapsed ("accordions"). It is helpful to collapse the sections you don't need.

As the example below indicates, inquiry responses appear under the Submit button and may include drop-down menus for changing the information displayed.

Use Worklists

If you submit claims through ConnectCenter, the tool will automatically create Worklists of denied claims, rejected claims, and incomplete claims. When you resolve the problem with a claim, you can delete it from your Worklist.

Tip: You can use claims in your Incomplete Claims Worklist as templates. Learn more in our Quick Start Guide.

Log out at the end of your session

When you have finished performing transactions in ConnectCenter, be sure to log out to protect Personal Health Information available through the tool. Users who do not log out may find that their sessions eventually time out automatically. Simply close the Change Healthcare window and log into Provider Central again to begin a new session.


Tips for common transactions

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Referrals
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Notes:

  • You can also submit referrals using Authorization Manager. To compare the eTools, visit our Entering and Verifying Referrals page.
  • Reminder: Submit an authorization request—not a referral—for outpatient rehab (PT/OT) and home health care. Use Authorization Manager for these services.
  • You can save keystrokes by starting with an eligibility inquiry. In the Demographic Information row of your results, open the Select Transaction drop-down menu and select a transaction. Then click the button, Use Member For.
How to set up your referral submission

For a specialty referral, select Consultation, Oral Surgery, Maternity, or Infertility. Selecting another option in the Service Type menu will produce an error.

Need help?

Reminder: If you need to verify member benefits or eligibility, or understand the status of a claim, you are required to use our technologies first.

  • Change Healthcare’s ConnectCenter support is available at 1-800-527-8133.
    • Select option 2 for help creating a claim or finding claim status in ConnectCenter.
    • Select option 4 for help submitting an eligibility request or referral in ConnectCenter.
      Note: Change Healthcare Representatives cannot provide member benefit information.
  • Within the ConnectCenter application, you can request help by going to Help>Create a Support Ticket.
  • For help with Provider Central, please contact Blue Cross Blue Shield’s EDI/Provider Self-Service Support Team at providercentral@bcbsma.com or 1-800-771-4097, option 2.