Provider Alert: ProviderCONNECT User Registration Errors

Issued: May 1, 2025

During an audit of the ProviderCONNECT General Users and Local Administrator (back-up) registrations, Partners Health Management discovered errors that caused many users to be unable to log in to the portal.

These registrations were created by the practice organization’s local administrators and revealed that many registrations were entered incorrectly. Local administrators can correct the errors using the information in this provider alert.

What is happening? 

Local administrators are making some errors in creating their user registrations which is causing the user the inability to log in and/or access data. Examples of those errors are:

• An articulated username is being created and entered in the username field rather than entering the user account email address as specified in the set-up instructions.
• There are typographical errors either in the username or the email address, or both, which causes a mismatch.
• There is extra space(s) before the email address, likely a result from copying and pasting email addresses into the field.
• Either the first or last name is left blank or just an initial is entered. The full first and last name must be entered for registration.
• The practice organization association is being removed inadvertently in an established user account, perhaps in an attempt to remove a user. This will render the user registration unavailable in the user list, and the user will not be able to log in but will not be removed either.
• Duplicate user registrations (with new email address) are being created rather than fixing the ones that are incorrect.

What is the risk for providers?

If the user registration details are not entered correctly, the user may not be able to log in and/or access data and will not be able to perform the tasks needed. Additionally, the user may not be appropriately identified when Partners has been asked to help fix issues. If user registrations are not audited regularly, incorrect registrations and inactive users may not be discovered and could cause a security breach.

What do providers need to do?

All local administrators should review their current user registrations to ensure they are constructed following these guidelines for successful log ins:

1. Create the username to be the same as the user email address (must match perfectly).
2. Be careful not to add spacing before and after any of the text that is being cut and pasted into the fields.
3. Check user registration entries for accuracy, correcting any errors.
4. First and last names must be entered in full (not initials).
5. Enter the user phone number in the appropriate field

Additionally:

• Perform user audits every month, if possible, but no more than 90 days. This helps ensure your user account remain accurate.
• Immediately remove user accounts when staff leave the practice or are no longer using their accounts.
• To remove users from the system, do not set status to “inactive.” Rather, scroll down and click on the “Delete Provider User.”
• Local administrators should try to troubleshoot any issues with their users before contacting Partners.

Where can local administrators get more information about user registrations?

Please refer to the Local Administrator and User Initial Set-up Guide located in Provider Knowledge Base on how to register a new user.

 Where can local administrators get more information about auditing their users?

Local administrators should audit accounts regularly and and get more information about auditing their users by doing the following:

• Local administrators should log in to the portal at least every 90 days to audit users. This audit should occur monthly, if possible but not more than every 90 days.
• Remove any user accounts immediately that are no longer needed, particularly staff that have departed from the practice. Not doing so is a Partners security violation.
• The Non-Utilizer Report, which is found in the portal under Office Management, can be a tool to review the list of inactive users. Please refer to the ProviderCONNECT User Maintenance Guide for instruction and responsibilities.

 Where can local administrators get more information about solving login issues?

General Users of ProviderCONNECT portal should contact their local administrators for log in issues. If there are users that are experiencing unresolved log in issues or are not able to reset their passwords, and their account has been verified and registered correctly, please try these steps in this order until a successful log in is reached.

1. Ask the user to clear their cache and try again.
2. Reset their password, ask the user to clear their cache and try logging in with the temporary password. Remember to ask them to reset the password afterwards.
3. If resetting their password did not work, delete their user account and register it again. This can be considered for new users, but as a last option for current users because any files or messages in that account will be lost.

What if providers have questions?

• If providers have general questions about ProviderCONNECT, contact Partners portal administrator at ProviderCONNECT@PartnersBHM.org.
• If local administrators need assistance for log in issues, please contact ProviderCONNECTSupport@PartnersBHM.org.
• If your organization does not have a local administrator, please contact CredentialingTeam@PartnersBHM.org.