Issued: April 15, 2026
- Partners Health Management is issuing this notification of planned downtime for our TruCare and ProAuth systems. Both TruCare and ProAuth will be unavailable beginning Friday evening, April 17, at 7 p.m. as we perform a scheduled upgrade to TruCare version 25.1. The system is expected to remain offline through the weekend and will be restored by noon on Sunday, April 19.A follow‑up notification will be sent once access has been fully restored.
What is happening?
- Partners has scheduled downtime to perform upgrades to the TruCare and ProAuth systems.
- TruCare and ProAuth will be unavailable from 7 p.m. on Friday, April 17, through noon on Sunday, April 19, 2026.
- The upgrade:
- Includes improvements to system stability, performance, and long-term reliability.
- Supports more efficient prior authorization processing while maintaining existing workflows.
- Strengthens audit and compliance capabilities.
What do providers need to do?
- During the downtime, providers will need to create authorizations manually until the system is back online.
- Providers should plan accordingly to avoid delays in processing.
Partners appreciates your patience during this planned maintenance window and your continued partnership.
Who can providers call if they have questions or need assistance?
- IT-related questions: contact the Service Desk at 1-704-842-6431
- Authorization questions: UMQuestions@PartnersBHM.org or PHUMQuestions@PartnersBHM.org
- General questions: PNRelations@Partnersbhm.org
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