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Meet Vicki Tantillo, CCA’s Director of Provider Services. Vicki is responsible for the team that serves as a single point of contact for questions, problem-solving, and access to care, for our valued provider network on behalf of the individuals we mutually serve.  Here she offers tips for getting the answers to providers’ questions as quickly as possible. 

Q: Vicki, your teams talk to CCA’s providers all day long. What have you learned and what can you share? 

A:  We love talking to our providers, but there are situations where they can avoid having to call us altogether! We can also help providers navigate our Interactive Voice Response (IVR) so that – when they do need to call – they get to the right spot faster. 

Q: If a provider calls in to CCA Provider Services, what should they come prepared with? 

A: To assist a provider more efficiently, they should have the following information ready: 

Q: Are there ways we can help save our providers’ time and get what they need faster? 

A: Absolutely. We value our providers’ assistance in serving our members and we understand the importance of their time. So, I’d like to share a list of online portals and a list of the things these platforms can help with, to get our providers what they need without having to call CCA Provider Services: 

Commonwealth Care Alliance Provider Portal View patient information 
View member eligibility 
View and search authorizations 
Search remittance advice 
Submit provider information forms 
Secure messaging 
Availity Submit claims 
Check claim status 
Check member eligibility and benefits 
Payspan  835 Claim Payment Advice / Electronic Funds Transfer (EFT)  
Access the explanation of payment / paper check  
Payment processing status 

Q: You mentioned tips for navigating our IVR system, if providers do need to call us?  

A: If our portal tools don’t answer provider’s questions, they can call 1-866-420-9332 for support options. Here’s a quick guide to help providers select what they need from the menu efficiently: 

Option 1Payment assistance with connection to Payspan. 
Option 2Check on a member’s eligibility 
Find a member’s CCA identification number 
Option 3Speak with a representative to assist with items such as: 
Member eligibility  
Member benefits 
Claim support  
Authorization inquiries and guidance  
Provider participation information 
Pharmacy related inquiries 
Option 4Speak with a member of our Care Partner Team 
Option 5Request a behavioral health authorization 
Option 6Report an inpatient facility admission 
Option 7Assistance with Durable Medical Equipment 
Option 8Speak with a representative for Pharmacy related questions 
Option 9Speak with a representative for all other inquiries, including authorizations 
Option 0To hear the menu choices again