Preauth Tool Common Issue Solutions

Solutions to common tool issues

Some users have encountered the following common issues when logging in or creating preauthorization requests. Please read the information below to learn what steps you should take to resolve these problems if needed.

• Login Errors: If a registered user receives a TaxID XML error when trying to login, please call the help desk at 801-442-7979, option 2 to submit a ticket. Please include the error message in your ticket.
• Member Eligibility Issues: If a member is not showing as eligible in the Preauth & Care Plan Tool but eligibility has been verified, please call the help desk at 801-442-7979, option 2, to submit a ticket.
• Editing Authorizations: Be sure to click the X on the right side of the screen after adding attachments or a note to an authorization. If the authorization is not exited correctly, it may block others from being able to work on the request.
• Facility Role: When submitting a request using a facility, the facility should always have the role of Servicing. Additional Servicing is only for providers and should not be used for a facility. Using the wrong role can cause claim issues.