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Provider FAQs
As a healthcare provider, we know that your primary focus is on delivering great care to patients. To support you, we’ve gathered answers to some of the most common questions we receive in order to make your job as clear and straightforward as possible.
If your question isn’t answered here, please call our provider support team at 877.684.3984.
Patient Eligibility
You can find details on your patient’s benefits eligibility by accessing the Gravie Provider Portal. Simply log in and search for your patient’s group ID number. If you do not already have an account, please register here.
Follow these steps to troubleshoot any issues locating your patient in the portal:
- First, make sure you are searching for the member under Gravie Administrative Services in the Gravie provider portal, and not under Aetna/Cigna. Gravie leases the networks of Aetna and Cigna to access their providers, so the member will not show up under Aetna/Cigna. Please refer to the SUBMITTING CLAIMS section above for where to submit claims based on your patient’s ID card.
- Second, make sure you are searching for the member using either the Gravie Provider Portal OR PreferredOne, based on the patient’s group ID number.
- If your patient group ID number consists of 5 characters (e.g., AHTYJ), use the Gravie provider portal.
- If your patient’s group ID number consists of 8 characters (e.g. GRV12345), use PreferredOne. Gravie has recently begun to process most claims in house, however we still have a few plans that process claims through PreferredOne.
Still having issues? Contact Gravie Care at 877.684.3984.
Provider Portal Questions
Visit the Reset Password page on the portal to reset your login information. You will be able to use your email address to reset your account.
To update your preferred email address, log in to the Gravie Provider Portal, click Preferences in the upper-right corner of the portal, and update the email address on your profile.
Claims Status
To check the status of a claim, log in to the Gravie Provider Portal. Then navigate to the Claims tab and enter the requested information to pull up the claim in the system.
In general, claims take approximately 30 business days from the date of submission to when the payment is processed, though this may vary depending on the details of the claim. Please check the provider portal first for an updated status of your claim.
This could be for a few reasons. Follow these steps to determine why your claim may have not yet been processed:
- Incorrect Payer ID: It is possible that you are using an outdated Payer ID. Please make sure you are using either GRV01 (Aetna), 62308 (Cigna), or 36326 (MultiPlan) as the Payer ID.
- Claim sent to wrong address: Please verify that you’ve submitted your claim to the correct address based on your patient’s ID card, detailed in the SUBMITTING CLAIMS section above.
- Wrong member info: Please also verify the member’s ID information, as it is possible you are referencing the wrong ID card.
- 30 days to process: Please keep in mind that claims take approximately 30 days to process. If it’s been fewer than 30 days since you submitted a claim, please recheck the status at a later date.