For Practitioners
Frequently Asked Questions & Answers
What is BetterDoctor?
BetterDoctor is a division of Quest Analytics® and we are dedicated to providing reliable provider network and provider verification services. Our extensive client list includes over 425 national and regional health plans, as well as partnerships with the Centers for Medicare & Medicaid Services (CMS) and various state regulatory bodies.
By using our online portal for validation, you play a crucial role in ensuring compliance with state and federal regulations for provider directory accuracy. Thanks to your participation, provider directories stay up to date, enabling patients to find you easily. Additionally, our streamlined processes enhance health plan internal processes related to provider network management.
Join us in improving healthcare networks by validating your information through our user-friendly online portal. Together, we can make a positive impact on the healthcare landscape.
Why am I being asked to verify my information?
We understand you may wonder why we ask healthcare practitioners like you to verify information. It’s because healthcare regulations for provider directories mandate provider verification of directory data every 90 days.
We reach out to healthcare practitioners like you on behalf of our healthcare payer sponsors to help them and you stay compliant with federal and state requirements.
How often am I required to verify my information?
With the introduction of the No Surprises Act in January 2022, practitioners are required to attest to the information published in the provider directories every 90 days. In addition to the No Surprises Act, Medicare Advantage, and many Medicaid programs, also require verification every 90 days.
Once you have validated your data for a particular 90-day period, we will remove you from all scheduled reminders for the remainder of that period.
We will start sending validation requests 30 days before your next attestation due date to allow you enough time to complete your attestations.
What happens if I don't verify my information?
Many healthcare payers are implementing policies to ensure that their contracted network providers are validating their information every 90 days. Failure to verify your information may result in any of the following corrective remedies: removal from health plan print or online directories, delay of payments, or termination of health plan participation agreements, if seen as a repeated pattern of non-responsiveness.
Do you sell the data?
No, we do not sell the information you verify. We are contracted by health plans to validate the accuracy of their provider network displayed on their provider directory. The data is provided to BetterDoctor to validate and determine accuracy.
How will my information be used?
We reach out to healthcare practitioners like you on behalf of our healthcare payer sponsors every 90 days because healthcare regulations have made it a top priority to ensure healthcare provider directories stay current. The data you verify will be securely shared with participating health plans to update provider directories.
Why are accurate provider directories important to consumers and health plan enrollees?
What if nothing has changed since my last attestation?
Regardless of whether there have been any changes to your information, it is important to complete the attestation every 90 days. Our contracted payer sponsors require their contracted providers to regularly attest to the information published in health plan directories every 90 days.
How do I stop receiving validation requests for a location that does not belong to me?
If you have service locations that are incorrectly linked to your contact information in the BetterDoctor Portal, follow these steps to correct it and stop receiving validation requests for those locations:
- Note the email address or fax number used for the validation request.
- Identify the service location(s) that do not belong to you.
- Click on the “Not My Location” link next to those service locations.
- Confirm that your contact information should not be associated with those locations.
By following these steps, you can update your contact information to accurately be associated with the correct service locations and eliminate any validation requests that are not applicable to you.
How do I update the contact information for my location?
To update your information, follow these steps:
- Go to the BetterDoctor Portal and enter the unique access code that was provided to you.
- In the “Service Location Details” section, update the phone number, fax number, and/or email address associated with your service location.
Please note that the contact information listed for the service location will be used for validation requests.
How Do I Add a Provider to My Service Location?
We only ask you to verify the data that is provided to us by the health plans. If you need to add a new provider, please contact your health plan directly as we cannot add new providers for you manually.
What if I already validated directly with my health plan or through a different service?
Our sponsored payer clients are contracting with BetterDoctor to ensure you validate using our online portal to meet their requirements. Please contact your sponsored payer for additional clarification on their requirements.
Where can I get an access code?
You may have received communication directly from your sponsored payer about outreach. Please note, we will contact you no later than 30 days before your next attestation due date and will provide you with your access code at that time.
If you have misplaced your access code, don’t worry. We will contact you again within the next week and provide you with a new access code. Additionally, you are welcome to use one of your access codes issued in the last 90 days.
Just a reminder, please add BetterDoctor to your safe sender list to ensure our validation requests make it to your inbox rather than your spam folder.
Do Access Codes Expire?
For security purposes, access codes will expire 90 days after being issued. When it is time to validate your practice information, we will send you an updated access code via email, fax, and/or direct mail.
How do I make changes to a submitted form?
If you need to make changes to an attestation you completed in the current 90-day cycle, you may reuse the same link and access code to submit another attestation through the BetterDoctor Portal.
What is the best way to complete my attestation?
Submitting an attestation online through the BetterDoctor Portal will allow you to thoroughly verify all of the information associated with your service location, ensuring that your practice information will appear correctly on provider directories.
When can I contact customer support?
To reach our customer support team, email us or call 1-844-668-2543 from 8 AM – 5 PM CST.
If you call us and can’t get through to an agent, please email us.
To expedite your request, please provide the access code that’s present on your most recent validation request along with your practice name, full address, your name, and contact information (phone number, email, and fax number).
Please note, that we resolve help requests in the order that we receive them. Please avoid submitting multiple requests for the same issue as this will not speed up our response time.
How long will it take for the information I have validated to update in your portal?
Please allow at least 48 hours for your validated information to reflect in the BetterDoctor Portal.
Still have questions?
We’re happy to help you with the validation process, guide you through provider data regulations or answer any of your questions. Please visit our Help Center to find more answers or to contact support.
