When experiencing issues with the portal please contact:

• For Claims, eligibility, benefits, copay, status of claims/auths, inquiries (g. Is auth required?): Provider Customer Service team Monday-Friday, 8 a.m. - 5 p.m. CST at 1-800-230-6138.

• For HSConnect provider support (new account, password changes, questions, help etc ): HSConnect Help Desk, , Monday-Friday 7 a.m.-4:30 p.m. CST at 1-866-952-7596, option 2 or HSConnectHelp@HSConnectOnline.com.

• For Complaints, questions, or training information- Your Network Operations Representative

• For referral or authorization requests please call Cigna MA UM or fax to the numbers listed in the How to Contact Us for Referral or Authorization Requests document under the Document section once logged in.

As a reminder, authorization requirements and forms can be found via the following link: https://medicareproviders.cigna.com/

• Portal Enhancement & Training Information
  Beginning October 30^th, Cigna will integrate the MHK (formerly MedHOK – Medical House of Knowledge) medical management system into its secure Medicare business provider portal-HSConnect.

  As part of this portal enhancement, providers logged in to HSConnect will be able to:

  • Complete requests & check status in real time 24/7 for inpatient and outpatient services
  • Attach documentation and receive a reference number
  • Some requests may be approved at the time of entry

   

  Online training and an MHK Provider Portal User Guide

  Training is required for new HSConnect users and strongly encouraged for existing users.

  • To receive your login information, you must complete the Provider Portal Enhancement General Functionality module, and at least one of the Prior Authorization modules:
    • Prior Authorizations: Outpatient Medical,
    • Prior Authorizations: Behavioral Health Outpatient,  
    • Prior Authorizations: Drugs and Biologics Part B,
    • Prior Authorizations: Inpatient Precert (procedures),
    • Prior Authorizations: Inpatient Medical / Inpatient Review (admissions).
    • Prior Authorizations: Behavioral Health Inpatient