Account Administrator How to Unlock Other Accounts 
An Account Administrator can identify any users in a Locked status once inside the portal.  Use the Manage Accounts link, select the user link under Account Title.  The screen below shows locked accounts by the red Account Locked indicators. 

Click on the green Account Title link for the account which is locked.  In the next screen, change the password (you will need to give this to the user); Check E-mail (if known); change the Account Status indicator (to Active); and review the roles selected.  When complete, use the “Save This User” button.  Notify the user of the new password to use in the log in process.  Encourage the user to change their security question and answer along with validating the email address given, this will help them in the event they ever forget their username/password.

More information on Security Roles can be found in our FAQ’s section.

FAQ’s:

Billing Company Access:  If any billing company had previously approved access, their user ids have been brought over and are also in a locked status.  Account Administrators must review, update and create based on their business arrangement agreement with the billing company.

I have never had Fidelis access to any portal:  We are currently working on the self registration piece.  If you are a provider in our network, please contact your Provider Relations Representative.  If you are not in our network, please use the sign up today button.  We will review your application. 

Security Roles:  The security roles should be reviewed by the Account Administrators, each role is separate and security may require multiple role assignments:

• Account Administrator:  A Account Administrator is an individual who is identified within the provider organization who has access and authority to add multiple users and maintain user account management.  The Account Administrator is also responsible for maintaining all user accounts within the organization.  An organization may have multiple Account Administrators. An Account Administrator security role does not automatically allow privileges to view specific provider information.
• Remittance Advice Viewer:  Has rights to view and download PDF files for remittance files only.
• Patient Roster Viewer:  Has rights to view and download PDF files for patient rosters only.
• Claims Information Viewer:  Has rights to view eligibility and claims information but unable to view any of the Remittance or Roster PDF’s.
• Patient Information Viewer:  Has rights to view patient eligibility only, will not be able to view claims, remittance or Roster PDF’s.

What if I'm not an Account Administrator? If you're not the Account Administrator but need to gain access to the Fidelis Care Provider Access Online Portal, you need to inquire within your organization to identify that person who can assign you access.

What do I do once I have received my Account Administrator access confirmation email from Fidelis Care? Once you have received your confirmation email from Fidelis Care, you must follow the link in the email and utiliize the user id and temporary password to gain access to Provider Access Online.  After you have access to the Portal, select 'Account Management' and then 'Manage Accounts' to create a new password and establish your security question and answer.  This will allow you  to reset your password in the future if it is unknown.  If you have any questions, please refer to the attached user guide in the email confirmation.

What if I am the Account Administrator and need to add additional users? Log into your Fidelis Care Provider Access Online acount using your user id and password to access the Portal, go to 'Account Management' and select 'Manage Accounts' on your tool bar on the left side of the screen, and then click on the 'Create New User' button.