Alaska Medicaid Health Enterprise service authorization numbers-generation defect

Last week, a new issue was discovered in the new Medicaid IT system, Alaska Medicaid Health Enterprise, where providers are unable to inquire into their service authorization status online. The service authorizations are not displaying properly within the provider portal area of Enterprise. We are unsure of the exact number of providers affected, as it appears that not all DSDS providers are having difficulty inquiring on service authorization status.. The MMIS development team is aware of this new defect and is working diligently to get this priority issue resolved as soon as possible. We apologize for this and will alert you when this defect has been fixed.

The Xerox Fiscal Agent Provider Inquiry team members are readily available to look up your service authorization numbers using an on-demand (ad hoc) query that has specially been developed to address this issue.

In order assist you, please take the following action so you may receive service authorization numbers, if you are unable to inquire online within Enterprise:

If you are unable to generate new service authorization numbers in the system, or you are able to successfully use Alaska Medicaid Health Enterprise web portal to generate a service authorization, but the system is not allowing you to look up your service authorization numbers online, please directly contact the state’s fiscal agent, Xerox Provider Inquiry Department, at phone (907) 644-6800, option 1, or toll-free in-state: (800) 770-5650, option 1, 1. The Xerox Fiscal Agent Provider Inquiry team members are readily available to look up your service authorization numbers within the web portal, using an on demand (ad hoc) query that has specially been developed to address this issue. Fiscal agent business hours are Monday-Friday 8:00am-5:00pm.

Xerox is currently working to develop the system to begin generating service authorization letters that can be delivered by placing them in provider Health Enterprise ‘inbox’ for printing and use as you see fit.

Thank you for your patience during this transition period as Alaska Medicaid Health Enterprise matures.