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The Dalvance Connects® Copay
Assistance Program
may assist eligible patients with
their out-of-pocket costs for
DALVANCE, up to a maximum
benefit of $2000 per calendar year.


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Phone Number 1-855-387-2824
   
Fax Number 1-855-888-7206


  

DALVANCE CONNECTS® Provider Portal FAQs

The FAQs are for healthcare professionals


Provider Portal Benefits and Compliance

What is the DALVANCE CONNECTS Provider Portal?
The DALVANCE CONNECTS Provider Portal ("Provider Portal") is an online resource for healthcare providers' practices or offices to use when requesting benefit verifications. The Provider Portal offers a quick and easy way to enroll patients and maintain insurance verification status updates from a website.

What information and features are available on the Provider Portal?
The Provider Portal is a secure website accessible only to healthcare providers and reimbursement personnel who participate in the program on behalf of their practice's patients. The website offers access to real-time information about your patients in the program, improved workflow related to reimbursement, and patient assistance program information. This includes the ability to complete enrollment applications online, receive alerts and reminders about specific patient cases, and easily access all patient related information regarding patient case history, insurance benefit summaries, alerts and reminders.

Who can benefit from the Provider Portal?
All healthcare providers with active patients can access the following features:
- Advanced tools designed to streamline and prioritize your workload easily
- Submittal of online enrollment forms
- Near real-time patient case status information
- Receipt of alerts that highlight important tasks and events to expedite patient treatment

Is the Provider Portal HIPAA compliant?
Yes, DALVANCE CONNECTS is committed to adopting procedures and protocols that comply with HIPAA Privacy and Security Regulations. DALVANCE CONNECTS understands the impact HIPAA continues to have on your organization and has taken the following steps to demonstrate our commitment to assisting you:
- Appointment of a Privacy and Security Officer
- Implementation of a process to monitor changes to HIPAA regulations

Can anyone use the Provider Portal, or just healthcare practioners?
Anyone authorized at the healthcare provider's practice or office is able to access, view and use the Provider Portal.

Will anyone have access to my patients’ records?
Each authorized user at your practice will be prompted to register individually, and will be granted a unique log in name and password.

How do I log in to the Provider Portal?
When the registration process is completed, the user will be provided with a unique log in name and password. On the home page of the designated website, the user will be prompted to provide the log in and password that will then grant the user access to the specific patient information.

Provider Portal Registration and Usage

How do I register for the Provider Portal?
Users can access the designated website address and easily register for the Provider Portal by following the step-by-step instructions located on the site's home page. Additionally, a dedicated web support team will be available for any assistance with the online registering process.

Why do I have to register for the website?
This is a security measure to ensure only authorized individuals at your practice have access to information about your patients. The registration process verifies the requester is authorized to review unique practice location, physician, and patient data.

Will a practice with multiple users have to register for separate provider portal accounts? Can one account be used for all providers?
Only one person needs to submit a registration request, either online or by calling. You only need one account to access all your healthcare providers at your practice. Over the phone, a member of the Website Support Team will verify the appropriate information and access for each user requesting access. To maintain the security of patient data, we ask that all users create and maintain their own usernames and passwords. When staffing changes occur within your location, contact the Website Support Team to setup/remove access for your staff as appropriate.

Are there any set-up fees, monthly fees or per-claim fees?
There are no set-up or monthly fees. The Provider Portal is free to healthcare providers.

Does our healthcare practice need to purchase or obtain additional software?
No, all you need is a computer and connection to the Internet.

How can I update my office/physician profile information?
You may submit a request for changes by using the My Account feature. Allow 1 to 3 business days for any changes to be reflected on the portal. Or contact the Website Support Team at 1-855-387-2824. The Website Support Team is available from 8 am to 8 pm ET, Monday through Friday. Website support requests received after 5 pm ET will be responded to the following business morning.

How far back in time does the Provider Portal go for checking status?
In most cases, the information will go back to the inception of the DALVANCE CONNECTS Program.

Why do I have to fax the application if I’ve already submitted one online?
Based on the specific program guidelines and services, the physician will need to fax the application in for the signatures to be on file. This is necessary for the DALVANCE CONNECTS Program to submit information to the patient's insurance company on the physician's behalf.

I have submitted an application for benefit verification. Why am I not able to view the document on the portal?
The Provider Portal will automatically merge information from the DALVANCE CONNECTS reimbursement program's database. If the benefit verification request form is not filed correctly, the healthcare provider will not have viewing access to that document, and the reimbursement coordinator will need to file the documents manually.

I have faxed an application for patient assistance. Why am I not able to view the document on the portal?
At this time, the Provider Portal assists the healthcare providers' practice in managing the status of benefit verifications. You will need to contact the Patient Assistance Program (PAP) for any PAP information including the patient's eligibility and status.

How do I discontinue receiving alerts?
Until the required information is submitted, there is no way to discontinue the alerts. The healthcare provider will need to either update the Provider Portal directly, call DALVANCE CONNECTS, or fax the requested information that is required. If there is no missing information and the provider is still receiving alerts, the missing information grid should still be completed or populated. A coordinator at DALVANCE CONNECTS can manually update the missing information grid.

I am receiving alerts. Why am I not able to view the missing information?
The Provider Portal will merge information from the DALVANCE CONNECTS Program database. The missing information grid will need to be manually updated by a coordinator at DALVANCE CONNECTS.

I have received notification the benefit verification has been completed. Why am I still receiving alerts for missing information?
The Provider Portal will merge information from the corresponding reimbursement Program's database. The missing information grid will need to be manually updated by a Counselor.

Technical Support Questions and Assistance

My password doesn’t seem to be working.
Contact the Website Support Team for a Web Support Specialist to assist with issues and questions at 1-855-387-2824. The Website Support Team is available 8 am to 8 pm ET, Monday through Friday excluding holidays. Website support requests received after 5 pm ET will be responded to the following business morning.

Whom do I contact for all Provider Portal Technical Assistance?
Contact the Website Support Team at 1-855-387-2824. The Website Support Team is available 8 am to 8 pm ET Monday through Friday excluding holidays. Website support requests received after 5 pm ET will be responded to the following business morning.

Whom do I contact with suggestions for enhancements to the website?
Contact the Website Support Team at 1-855-387-2824. The Website Support Team is available 8 am to 8 pm ET, Monday through Friday. They will log your suggestion and communicate it to the portal team. All suggestions are considered as we continue to enhance the website.