The Provider Overview

Overview

The Provider Portal is a centralized place for providers and their staff to manage their ongoing relationship with your organization. From the Provider Portal, providers and their staff can view provider information pulled directly from their record in Track, complete tasks assigned to them, and review any applications they've previously submitted via Application Portal. Casebook staff can also invite additional provider people to join the portal directly from the Provider record, making it a shared workspace for casework, renewals, and day-to-day provider management.

Benefits

Using the Provider Portal helps your organization:

• Keep provider information from Track visible and accessible to the people who need it.
• Assign tasks - such as renewals or form updates - directly to providers or their staff, and track completion in real time.
• Give providers a single place to view current tasks, provider details, and past applications.
• Support multi-person provider organizations by allowing staff to invite additional provider people to the portal.

Before You Begin

Before inviting users to the Provider Portal:

• And if you’re using Access + the Application Portal to invite providers to self-register, have candidate providers use the Application Portal to submit most of their pertinent information so you don’t have to retype it.
• To invite additional staff or workers, they must already have a record in Track; you'll invite them from the Staff area of the Provider record.
• Each invitee needs an email address on file. If one isn't already attached to their person profile, you'll need to add one before an invite can be sent.
• Invitations expire after 7 days, so plan to follow up or resend as needed if an invitation isn't accepted in time.
• Staff assigning tasks should confirm the assignee's person record has a valid email address, since missing emails will cause an error when adding a task.
• Read the articles on an overview of Tasks and Workflows to learn more about assigning tasks for provider people to complete

Invite a Person to Provider Portal

You can invite people to the Provider Portal from a provider record (they’ll also receive automatic access to the Provider Portal if you have approved an application they submitted via Access / Application Portal).

To Invite a Provider Person

1. Navigate to the Provider record in Track.
2. Go to the “Staff” section.
3. If the person isn’t listed in the Staff section, click the plus sign inline with the section header, “Staff”
   1. Start searching for their name, and if the person doesn’t exist, follow the create new person flow
   2. If the person does exist, select them in the dropdown list
   3. Fill out the remainder of the fields to finish adding the person as a staff member of the Provider organization
4. Find the staff member in the Staff section and click the icon that, when you hover over it, shows “invite to portal”
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5. If the user has an email address attached to their profile, it will automatically appear, so that an invite can be easily sent. If the email needs to be sent to a different email address, select the drop-down arrow for the add new email address option. You'll need to enter an email address before you're able to send the invite.
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   2. Select Send Invite to send.

Provider Person Invitation Status

The invitation status lets you know whether a provider has access to the Provider Portal. After sending the invite, you'll notice that two things have changed on their name card. The ‘invite’ icon has changed to an envelope icon, signifying that there is an invitation out for them, but it has not been accepted yet. Once a Portal User has successfully logged in, the icon will update from an envelope to the remove portal access icon.

To Make an Application Portal User also a Provider Portal User

See the section about this topic on the Application Portal & Managing Provider Applications article.

What Provider People Can Do

Once signed in, provider people can:

• View all assigned tasks in one place
• Complete assigned forms
• Upload requested documents
• View checklist items marked as complete
• Update provider profile information

Their previously accepted application will also be available. If you need them to take action on cases or other areas of Casebook, you will need to promote them to full users.

Managing Provider Portal Access

Resend a Provider Portal Invitation

If a provider person has not accepted their Provider Portal invitation, you can resend it at any time. To resend an invitation:

1. Open the provider record that contains the person.
2. In the Staff section, select the three-dot menu (⋮) next to the person's name.
3. Click Resend portal invitation.
4. A new invitation email will be sent to the email address on the person's profile.

Keep in mind:

• Resending an invitation does not create a new Provider Portal account. It simply sends a new invitation email to the existing email address or a new email address if needed.
• If the provider person has already completed account setup, they do not need another invitation. They can sign in directly using their email address and password. If they've forgotten their password, they should use Forgot password? on the sign-in page instead.

Revoke a Provider Portal Invitation

If a provider no longer needs access to the Provider Portal, you can revoke their invitation. To revoke access:

1. Locate the staff member in the Provider record and select the 3-dot stacked menu.
2. Select Revoke.
3. Confirm your selection.

If the provider person needs access again in the future, simply send a new invitation.

Manage Provider Portal Users in Admin

All Portal users can only be managed from the Admin module including Provider users.

To Invite a Provider Person via the Admin Module

1. Navigate to Admin → Users & teams –> Portal users
2. Click “+” on the screen and select “Add user”
3. Fill out the new user fields and select “Provider user” for the “Role” field
4. Finish adding the user - the provider person will then be notified of their new user account where they can then log in.

Disable Provider Portal Users in Admin

1. Navigate to Admin → Users & teams –> Portal users
2. Find the user’s name in the table
3. Click the “Disable” button and follow the prompts to finish disabling the user account