Providers Online questions and answers
Providers Online is our free website that allows you to manage your relationship with us quickly and easily online. Once you register as a user, depending on your level of access, you’ll be able to:
- submit your invoices;
- view the payment status of your invoices;
- download your statements.
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How do I register for a Providers Online account? How do I register for a Providers Online account?
We automatically set you up a Providers Online account when you become recognised. If you don’t have your log in details, please call us on 0345 755 3333* between 9am and 5pm Monday to Friday.
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What’s the difference between an "account holder" and a “super user”? What’s the difference between an "account holder" and a “super user”?
If you’re the named consultant or therapist on your Bupa recognition, you’re the “account holder”. If you’re managing an account on behalf of a hospital or clinic, you’re a “super user”. Both the “account holder” and “super user” can use all the features in Providers Online. They can also set up the other users, known as “delegate users”, and decide which Providers Online features to give other users access to. The “account holder” is also responsible for removing any “super users” who no longer work for them.
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What’s the difference between a “super user” and a “delegate user”? What’s the difference between a “super user” and a “delegate user”?
If you’re the named consultant or therapist on your Bupa recognition, you’re the “account holder”. If you’re managing an account on behalf of a hospital or clinic, you’re a “super user”. Both the “account holder” and “super user” can use all the features in Providers Online. They can also set up the other users, known as “delegate users”, and decide which Providers Online features to give other users access to. The “account holder” is also responsible for removing any “super users” who no longer work for them.
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Can all users carry out all tasks? Can all users carry out all tasks?
The “account holder” or “super user” can carry out all tasks on Providers Online. They can also decide which tasks each “delegate user” can carry out on the website and do this in the “Manage my users” tab. They can give “delegate users” access to the various functions, for example ‘view only’ or full ‘view and edit’. The “account holder” or “super user” is also responsible for removing any users who no longer work for the hospital, clinic, practice or healthcare professional.
“Delegate users” need to be granted permissions for the different functions available in Providers Online depending on their role.
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How many “delegate users” can I have? How many “delegate users” can I have?
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Can I have a Providers Online account for more than one hospital, clinic, practice or healthcare professional? Can I have a Providers Online account for more than one hospital, clinic, practice or healthcare professional?
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Do I need different login details for each hospital, clinic or practice account? Do I need different login details for each hospital, clinic or practice account?
No, your username and password details will be the same for any account you have access to. Once logged in, you’ll be able to switch between the hospitals, clinics or practices that you support.
You can have different levels of access for each hospital, clinic or practice. This means that although your login details are the same, your view of the Providers Online features may vary for each account depending on the task you have permission to carry out.
If you wish to be set up as a “delegate user” for another account, please speak to the “account holder” or “super user” for that hospital, clinic or practice.
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What are my Login details? What are my Login details?
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What happens if I forget my login details? What happens if I forget my login details?
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Can I change my user contact details? Can I change my user contact details?
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Can I change what my "delegate users" can do on Providers Online? Can I change what my "delegate users" can do on Providers Online?
The “account holder” or “super user” can change the tasks that “delegate users” can carry out at any time by going to “manage my delegate users”. Don’t forget to let them know about any changes before they next login as their view of the website features may change.You can also remove delegate users when they no longer need access, go to “manage my delegate users” to do this.
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I’m the “account holder”, what should I do if my “super user” leaves my practice? I’m the “account holder”, what should I do if my “super user” leaves my practice?
Please make sure that you remove them from your account when they no longer need access, go to “manage my delegate users” to do this. It’s the responsibility of “account holder” to remove any users who no longer work for them.
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What happens if the “super user” is absent - can someone else act as “super user”? What happens if the “super user” is absent - can someone else act as “super user”?
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What happens if the “super user” has left the business without delegating - can someone else act as “super user”? What happens if the “super user” has left the business without delegating - can someone else act as “super user”?
- If you work for a hospital or clinic: please email: [email protected] to let us know the name of the “super user” who has left and the name and email address of the new “super user”. We’ll update the details for you and send the new “super user” their log in details.
- If you’re a consultant or therapist: please complete the POL application form. Simply click ‘register’ on the POL login page at: www.bupa.co.uk/providers-online .
- If you work for a consultant or therapist: please ask them to give you access.
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Can I be locked out of my Providers Online account? Can I be locked out of my Providers Online account?
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What should we do with my Providers Online account if I leave my job at the hospital, clinic or practice? What should we do with my Providers Online account if I leave my job at the hospital, clinic or practice?
If a hospital, clinic or practice has allowed you to act as their “super user” and you’re leaving, please email: [email protected] to let us know that you’re going and the name and email address of the new “super user”. We’ll update the details for you and send the new “super user” their log in details.
If you’re a “delegate user”, the “account holder” or “super user” should remove your account access on the day you leave. They can do this easily by going to “manage my delegate users”. Please note, each “account holder” and “super user” is accountable for the security of the user credentials (username and password) created for both their own account and those of any “delegate user” accounts they set up.
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Is Providers Online secure? Is Providers Online secure?
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Will all types of healthcare professionals hospitals and clinics have the same view of the website Will all types of healthcare professionals hospitals and clinics have the same view of the website
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What software do I need on my computer to be able to use Providers Online? What software do I need on my computer to be able to use Providers Online?
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Can my session time out? Can my session time out?
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Can I check if a patient is a Bupa customer? Can I check if a patient is a Bupa customer?
Yes, you can, use the ‘Search members and pre-authorisations’ function in Providers Online. All you need is the patient’s last name, first name, date of birth and postcode or their Bupa Membership Number.
Here are the steps:
1) Select either Basic Member Search, Search with Policy Number, or Search with Pre-Auth number from the dropdown on the page.
2) Enter the requested information and press Search.
3) This will return the patient’s policy information, as well as allowing you to see any treatment they’ve pre-authorised with you.
If the search doesn’t return any results and you have tried the other search methods as well, there are a couple of reasons this might happen:
1) The patient hasn’t pre-authorised any treatment with you and needs to contact us for a new pre-authorisation or to update an existing one.
2) The details entered are incorrect and you’ll need to ask the patient for the correct policy details.
3) The patient doesn’t have Bupa cover.
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How can I find the pre-authorisation number? How can I find the pre-authorisation number?
You can use the ‘Search members and pre-authorisations’ function to see details of any pre-authorisations linked to your Bupa recognised hospital, clinic or healthcare professional that are less than two years old.
Here are the steps:
1) Select either Basic Member Search or Search with Policy Number from the dropdown on the page.
2) Enter the requested information and press Search.
3) This will return the patient’s policy information, as well as allowing you to see any treatment they’ve pre-authorised with you.
If the search doesn’t return any results and you have tried the other search methods as well, there are a couple of reasons this might happen:
1) The patient hasn’t pre-authorised any treatment with you and needs to contact us for a new preauthorisation or to update an existing one.
2) The details entered are incorrect and you’ll need to ask the patient for the correct policy details.
3) The patient doesn’t have Bupa cover.
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How can I look for a pre-authorisation if I have its number? How can I look for a pre-authorisation if I have its number?
You can use the ‘Search members and pre-authorisations’ to see what treatment is linked to your Bupa recognised hospital, clinic or healthcare professional.
Here are the steps:
1) Select Search with Pre-Auth number from the dropdown on the page.
2) Enter the requested information and press Search.
3) This will return the patient’s policy information, as well as allowing you to see any treatment they’ve pre-authorised with you.
If the search doesn’t return any results and you have tried the other search methods as well, there are a couple of reasons this might happen:
1) The patient hasn’t pre-authorised any treatment with you and needs to contact us for a new preauthorisation or to update an existing one.
2) The details entered are incorrect and you’ll need to ask the patient for the correct policy details.
3) The patient doesn’t have Bupa cover.
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Can I see the treatments within one pre-authorisation? Can I see the treatments within one pre-authorisation?
Use ‘Search members and pre-authorisations’ to find the pre-authorisation, then click on it to display details of the treatment. You’ll only be able to see the details if it is linked to your Bupa recognised hospital, clinic or healthcare professional.
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How do I find a list of codes for procedures and impairments? How do I find a list of codes for procedures and impairments?
You can find our Schedule of Procedures and impairment codes, as well as our separately chargeable drugs and prosthesis lists, at: https://www.bupa.co.uk/healthcare-professionals/pol-latest-updates
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What do I do if a patient is showing as “inactive”? What do I do if a patient is showing as “inactive”?
You might find that a patient shows as “inactive” when you've searched for them or are submitting an invoice, even their contract dates imply that their policy is still active. This happens when they end their cover midway through the policy year. Once the policy is showing “inactive”, the patient no longer has Bupa cover so you’ll need to contact them about payment.
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How do I submit a funding form? How do I submit a funding form?
Please select the forms tab in Providers Online. This will then open another window where you can choose the form you need from the dropdown. Please provide as much detail as possible so we can check whether the proposed treatment is covered by the patient’s policy. Once you’ve completed the form, press submit.
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How do I submit an Uplift request? How do I submit an Uplift request?
We appreciate that our Schedule of Procedures can’t address every potential medical situation for all Bupa patients. So we’re happy to review uplift requests where a procedure is more complex or multiple consultants operate on a patient during the same theatre session.
Please make sure that the patient has pre-authorised the procedure before going ahead, as we’re unable to pay uplifts and two handed surgery requests for procedures that haven’t been. You can review all pre-authorisations linked to you by logging into Providers Online.
After the surgery, please complete the Complex surgery fee uplift request form, which you can find in the forms section of Providers Online, and send us copies of the anaesthetic charts and operation notes by secure email^ to [email protected] . We’ll usually get back to you within five working days to let you know whether we can confirm an uplift. If we’re unable to do so, we’ll pay the usual fee for the procedure. You can find more information about requesting an uplift in section 8.4 of the Essential Notes of our Schedule of Procedures.
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Should I separate sessions and dates on an invoice? Should I separate sessions and dates on an invoice?
To help make sure your invoices are processed quickly and correctly, itemise your invoices by including separate lines for each instance of treatment. If you use one line covering multiple dates and treatment sessions, we’re unable to check the invoice against the patient’s policy dates so you’ll only receive payment for the first and last session.
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Why am I getting a pre-authorisation error when creating an invoice? Why am I getting a pre-authorisation error when creating an invoice?
This maybe because you’re not named on the pre-authorisation or the pre-authorisation number is incorrect. If this happens, just leave this field blank and enter all the necessary patient details then submit your invoice.
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When will my invoice be paid? When will my invoice be paid?
If you’ve recently submitted your invoice, please allow up to 21 working days for it to be processed. Once it’s finalised, you’ll be able to see the outcome on your statement, which you can find on the "View my Statements" page of Providers Online.
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When will my statements be ready to download? When will my statements be ready to download?
Statements are uploaded every Wednesday and will show any invoices finalised before that day. You can access your current statement, as well as historical statements going back up to five years, via the “View my statements” page on Providers Online.
Payment will be made to your nominated bank account on the Friday of that week. Please allow longer when payments fall over bank holidays.
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What do I do if a patient has an excess? What do I do if a patient has an excess?
When people take out our health insurance policies or schemes, they can choose to pay a voluntary excess to lower the premium or their employer may opt for this (you can find out more about this in our guide at bupa.co.uk/consultant-guide).
In these instances, the patient needs to pay the excess to you once treatment has taken place and we’ve received the invoice for treatment. When a patient needs to pay an excess to you, we’ll send them a claims advice document which explains that they need to get in touch with you to pay their excess.
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I want to find out more about working with Bupa? I want to find out more about working with Bupa?
You can find out about marketing your private practice, clinical coding, how to work effectively together and more in our consultant guide.
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How do I update my Finder profile? How do I update my Finder profile?
You can do this by logging into Providers Online and selecting 'Update my Finder profile' on the homepage. You can then navigate between the different sections of your profile by clicking on the headings on the left. Once you’ve made your changes, use the ‘Submit changes and publish’ button to send them for publication. You’ll be able to make more changes once these have been published. Changes may take up to 10 working days to publish.
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I’d like more information about the Open Referral Network I’d like more information about the Open Referral Network
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I’d like to know more about Platinum consultants I’d like to know more about Platinum consultants
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How to request a change in my contract or fees How to request a change in my contract or fees
Consultants and therapists: please call 0345 600 5422* between 10am and 4pm Monday, Wednesday and Friday or email^ [email protected]
Hospitals: please email [email protected] and we’ll send you a change order to complete.
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How do I end my recognition? How do I end my recognition?
Consultants and therapists: please call 0345 600 5422* between 8am and 4pm Monday to Friday or email^ [email protected]
Hospitals: please write to your Bupa account manager to give notice.
If you’re unable to find the answer you need above, please call us on 0345 755 3333* between 9am and 5pm Monday to Friday.
^ If you need to send us sensitive information you can email us securely using Egress. For more information and to sign up for a free Egress account, go to https://switch.egress.com. You will not be charged for sending secure emails to a Bupa email address using the Egress service.
*We may record or monitor our calls