As of March 2024, CareWeb has been replaced by the GuidingCare Auth Portal. You will only need access to GuidingCare if you have a need to submit or access authorizations as routine part of your role. No authorizations will be accepted in CareWeb and will need to be submitted in GuidingCare.
Important update
On 5/3 we sent an update regarding our authorization portal incorrectly reading dates for services which has led to improper processing and denial of some claims. We continue to face challenges around this issue. Our team is working diligently on a resolution. We will provide an update when the issue has been resolved.
As a reminder, you are still able to submit authorizations in the meantime and please do not appeal these claims as they will be reprocessed.
If you have any questions please reach out to our Provider Relations team at: CCHPProviderRelations@chorushealthplans.org
New
New “No MCG rule” will be instituted into the GuidingCare Provider Authorization Portal: Authorizations that are not submitted all the way through the MCG guideline will be automatically decisioned as voided and the authorization will be closed & cancelled. Submitter will be redirected back to the authorization request page to resubmit the authorization. Submitter will receive a message as a banner on the authorization request field: MCG validation FAILED and authorization CANCELLED, please recreate authorization.
To help prevent these errors in submission and be informed about this change in workflow, view the template tip sheet and watch the educational video reviewing the process.
Logging in for the first time?
There are two ways to login to GuidingCare Auth Portal. The easiest way to determine how you can login for the first time is to answer the question below. Once this answer is determined, please click the appropriate blue button for the login link and easy to follow step-by-step instructions:
Do you work for Children's Wisconsin or are you a Children's "Outlook" user?
If "no", click the button below and follow the instructions:
I don't work for Children's/have a Children's Outlook
If "yes", click the button below and follow the instructions:
I work for Children's/have Children's Outlook
Need help? Watch this demo video for how-to login. If you have additional questions or need help, please complete the form at the bottom of this webpage and include all required information.
Frequently asked questions
You will only need access to GuidingCare if you have a need to submit or access authorizations as routine part of your role. If you will not be frequently completing authorization requests or assessing the status of authorizations in process then you do not need access to GuidingCare.
- If you have been an active user in our former software platform CareWeb in the past 6 months you should have received important information via email on March 4th 2024 regarding your GuidingCare login. If you have been sent login information, you can access GuidingCare here.
Important tip! If you've been sent your login information you will need to click "forgot password" and create your own password. You can refer to the user login instructions linked above #4 if you have questions. - If you have not been an active user in our former software platform CareWeb in the past 6 months or did not receive login information from CCHP but will need access to GuidingCare for authorizations, you should complete the form at the bottom of this webpage and our team will assist you.
No. Although the software platform is changing, authorization requirements, claims processing and all other operational tasks and processes remain as they are today.
Outside of the resources found on this page you can read our FAQ document or use the various provider resources found here.
A message with the cancellation reason will be sent to the submitter as well as the Facility that owns the authorization.
Top Reasons
1. Incorrect template used
2. Inpatient authorization-Procedure code needs to be a valid REV code, no CPT codes
3. Facility listed is a Person. Facility has to be a facility
4. Duplicate auth
5. A prior auth request being built as an inpatient request
6. Member not eligible
7. Request left in draft
8. CCHP Secondary
9. NICU baby under 1200 grams
10. INN provider submitting for plan they are OON
11. Retro/Late Notification not accepted for review
GuidingCare resources
We hope you enjoy using the new Provider Auth Portal, GuidingCare. If you have questions or need help, click the purple buttons below to watch short, easy-to-follow videos about GuidingCare. If you have general questions about authorizations please visit our authorizations webpage here.
Learn how to use GuidingCare:
Bookmark GuidingCare Single Sign On Link:
How-to guides:
Viewing authorizations in-progress
Reading, sending and attaching information with messages
Advanced filtering of authorizations
How-to videos:
Complete Inpatient authorization
Complete Outpatient authorization
Complete Medical Pharmacy authorization
Questions to ask yourself before completing this form
Before completing this form it is important to ask yourself the follow questions as you will only need access to GuidingCare if you answer YES to any of the questions below:
- Do you have a current authorization to submit?
- Have you submitted an authorization to CCHP within the last 3 months?
- Did you access the previous CCHP authorization portal as a routine part of your role?
If you have questions about the GuidingCare Auth Portal or answered "YES" to any of the questions above, please complete this form. We will review the information in your request and will get back to you promptly.