Submitting Authorizations via ProviderCONNECT​

• ProviderCONNECT, our secure provider portal, provides access to the authorization portal ​
• ProAuth is Partners’ platform for authorization submission through ProviderCONNECT.
• Providers will be given instructions to access ProAuth when they join the network and access ProviderCONNECT.​
• ProAuth is the preferred method for service authorization request submission.​
• View the ProAuth demo and PowerPoint.
• Mental Health, Substance Use, Intellectual and Developmental Disabilities (I/DD) and Traumatic Brain Injury (TBI) service requests should be submitted under Behavioral Health. Physical Health and Physician Administered Drug Program (PADP) service requests should be submitted under Medical.​

For Physical Health or PADP authorization questions, please contact PHUMQuestions@PartnersBHM.org.

For Behavioral Health, I/DD or TBI authorization questions, please contact UMQuestions@PartnersBHM.org.

Manual Authorization Requests

The Manual Authorization Request Form is to be used for the following situations:

• The ProAuth/TruCare system is not available and is not expected to be available for an extended period. For example: 4 hours or more; this information will be communicated via the Partners website.
• The Provider is an out-of-network and/or non-participating provider who is serving a Partners member who either requires specialty treatment not available in the network, is out of the catchment area when a crisis occurs or lives in another catchment area, but Medicaid is not expected to change. For example, members living in residential situations outside of the Partners catchment area but continue to have Medicaid from one of Partners counties.
• A service is being requested that is not in the Partners Benefit Plan and is not an available drop-down option for services in the ProAuth/TruCare system. For example, an EPSDT Medicaid request for a service not included in the Partners Medicaid Benefit Plan.