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Ceridian Provider Solutions

Frequently Asked Questions (FAQs)

Overview

If you are interested in becoming an approved, or credentialed, employee assistance provider (EAP) in Ceridian’s Lifeworks network, use this site to begin the approval process.  This set of FAQs provides information about the application process and answers questions about using Provider Solutions.

Who should use these FAQs

You may find these FAQs helpful if you are:

  • a new applicant
  • an approved provider

Questions

The following questions are included in this document.

Overview

·  What is Ceridian?

·  What is Ceridian LifeWorks?

·  What is Ceridian Provider Solutions?

·  What can I use Ceridian Provider Solutions to do?

Process for application and approval as a provider

·  How do I register with Ceridian Provider Solutions?

·  Am I approved as soon as I register with the Ceridian Provider Solutions?

·  What is the process to become an approved provider?

·  How long is the application?

·  Where can I find the application?

·  What do I need to know about filling it out?

·  If I don’t have time to fill it out, can I save it and return to it later?

·  How long does it take for my application to be approved?

·  Can I request expedited approval?

·  If my application isn’t approved, can I appeal the decision?  If so, how?

·  If my application is approved, does it expire after a period of time?

·  Do I need to provide any supporting documentation, such as a copy of license?

·  I’m already an approved provider for Ceridian.  Will I need to submit the application in Ceridian Provider Solutions?

·  Is training or additional information about the Ceridian LifeWorks program available to an approved provider?

Use of Provider Solutions

·  How do I receive referrals through Ceridian Provider Solutions?

·  How quickly do I need to meet with the employee?

·  Can I use Ceridian Provider Solutions for other clients or patients with whom I work, or can I use it only for people referred through Ceridian LifeWorks?

·  How do I enter client information?

·  If I enter case notes and realize I need to change them, can I do that using Ceridian Provider Solutions?

·  How can I find an inactive case?

Security

·  How secure is the information I provide in case notes?

·  Are security measures Health Insurance Portability and Accountability Act (HIPAA) compliant?

·  Who else has access to the case notes?

·  If I use Microsoft Internet Explorer, can I use the default settings for security zones or do I need to change them?

·  Will virus or spyware scanning software interfere with access to Ceridian Provider Solutions?

Invoices

·  What types of invoices can I submit in Ceridian Provider Solutions?

·  How do I create and submit invoices through Ceridian Provider Solutions?

·  Who reimburses me for an invoice and how long does it take?

Appointments

·  Can I use Ceridian Provider Solutions to schedule appointments?

Web browsers

·  Does it matter which browser I use to access Ceridian Provider Solutions?

·  Do popup blockers affect access to information in Ceridian Provider Solutions?

Lost or forgotten passwords

·  What if I can’t gain access to the site after registering?

Contacting LifeWorks

·  How can I contact Ceridian LifeWorks, if I have questions or problems when I try to register or fill out the application form? 

Answers

Overview  Top 

Q.  What is Ceridian?

Ceridian is a multinational human resources company serving over 110,000 customers and their 25 million employees worldwide, including over 50 percent of the Financial Times Global 500.  Ceridian’s global headquarters is in Minneapolis, Minnesota, and it operates two other international headquarters in Canada and the United Kingdom.

Globally, Ceridian is recognized as one of the leading providers of human resource solutions and payroll services.

Q.  What is Ceridian LifeWorks?

LifeWorks is a service offered by Ceridian Employee Assistance Program (EAP), which is a division of Ceridian that provides services to meet the needs of employees. We anticipate and track workforce trends and develop services and solutions to respond to the ever-changing demands of the marketplace.  Ceridian EAP solutions are designed to help individuals – and organizations – succeed.  Our award-winning education materials and self-help interactive tools help employees make good decisions by educating them.

Q.  What is Ceridian Provider Solutions?

Ceridian Provider Solutions is an internet portal that allows you access to clinical paperwork and pertinent resources.  You can submit forms and invoices directly to Ceridian through the use of the your individual user ID.

Q.  What can I use Ceridian Provider Solutions to do?

You use Ceridian Provider Solutions to do the following:

·  complete and submit clinical paperwork

·  submit claims and check claim status

·  track EAP referrals

·  review invoices 

Process for application and approval as a provider  Top 

Q.  How do I register with Provider Solutions?

1.      Access the Provider Solutions web site at http://www.ceridianprovidersolutions.com.

2.      Click Register as new user.

3.      On the Become a Provider page, do the following:

a.      Enter your first and last name.

b.      Enter your email address and phone number.  These can be a personal or business email address or phone number.

c.      Enter the user name and password you want to use and then re–enter the password to confirm it.

Note:  When creating your password, you must use a minimum of seven characters.  At least one must be a special character, such as !, @, $, and so on.

d.      Choose a security question from the list and enter the answer in the Security Answer box.

e.      Review the Ceridian Terms and Conditions of Use.

f.       If you accept the terms and conditions, click the Do you accept the Security Policy? check box.

  1. Click Create User.

A web page appears with a message that you have successfully registered as a user.

  1. Click Continue.

The Ceridian Provider Solutions home page appears. 

Q.  Am I approved as soon as I register with the Ceridian Provider Solutions?

No, you need to fill out an application and submit it for approval. 

Q.  What is the process to become an approved provider?

After you submit your application, a member of Ceridian Lifeworks reviews it and verifies the information.  You are notified by email when your application has been received and when your application has been approved or marked ineligible. 

Q.  How long is the application?

The application is an 18 page Web form.  You can, however, fill out the application in increments.  You can fill out some of the information, save the application, and come back to it later.  Depending on your status as a provider (solo, individual with new group, or individual with existing group), you will see different sets of required questions.

Note:  “Existing” or “new” refers to whether you are already an approved provider through Ceridian LifeWorks. 

Q.  Where can I find the application?

After you have registered as a user, point to My Portal and click Application Form.

The application form appears. 

Q.  What do I need to know about filling it out?

You need to provide various types of information, including your experience, training and education, office location and hours, areas of expertise, and references.  It’s a good idea to review the form before you start filling it out to acquaint yourself with the information you need.

A red asterisk indicates required information.

You can move among pages by clicking the View arrow to display a list of pages in the application.

Caution:  When you enter information on a page, be sure to click Save & Continue frequently, so you don’t lose information you have entered.  To move from one page to another, use the View list, Previous Page, or Next Page.  Don’t use the browser Back and Forward buttons, because you might lose information.

After you complete the form, on the last page, click Submit Application

Q.  If I don’t have time to fill it out, can I save it and return to it later?

Yes, you can return to the form and continue filling it out.  Be sure to save any information you have entered before you close the form.

There is a timeout period of 30 minutes of inactivity.  If you resume working on the form after that interval, you need to log in again. 

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Q.  How long does it take for my application to be approved?

From the date you submit your application, Ceridian can complete the credentialing process as quickly as one day, or it can take up to four weeks.  The length of time depends on how quickly Ceridian receives the other application materials.  Ceridian must also receive all other supporting documentation (such as copy of your license, proof of insurance, and so on), before we can complete this process. 

Q.  Can I request expedited approval?

Ceridian processes applications in the order received. 

Q.  If my application isn’t approved, can I appeal the decision?  If so, how?

Ceridian approves applications based upon the information provided by the applicant.  Those that aren’t approved are generally denied due to not having met Ceridian’s provider criteria.  

Q.  If my application is approved, does it expire after a period of time?

Ceridian's Provider Agreement (in other words, the contract) doesn’t have an expiration date, although all Network providers must renew their credentials every three years.  Providers who fail to provide the necessary documents upon request face possible termination of their contract.  

Q.  Do I have to provide any supporting documentation, such as a copy of my license?

Yes, you must provide the following documentation as part of your application.

·  current resume or curriculum vitae

·  copy of all current state licenses and certifications

·  copy of current malpractice/professional liability insurance, face sheet that lists liability limits and all covered individual names on certificate (minimum requirement:  $1,000,000 occurrence/$3,000,000 aggregate)

·  completed W-9

·  copy or copies of diploma(s), optional

·  Affiliate Agreements or contract (must be mailed)

After you submit your application, you receive an email that provides information about the forms listed above that you need to send to complete your application. 

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Q.     I’m already an approved provider for LifeWorks.  Do I need to submit the application?

If you are a provider who is currently credentialed with Ceridian to provide EAP services, you don’t need to fill out the application form.  Call LifeWorks at 866–494–3579 for assistance. 

Q.  Is training or other information about the LifeWorks program available to an approved provider?

Yes, Ceridian provides an EAP Provider Guide as well as other types of information. 

Use of Provider Solutions  Top 

Q.  How do I receive referrals through Provider Solutions?

The employee needing assistance first contacts Ceridian LifeWorks and talks to a LifeWorks Consultant.  If the consultant determines the employee could benefit from EAP, the consultant provides the name and phone number of an approved provider.  The employee then contacts the provider directly to schedule a session. 

Q.  How quickly do I need to meet with the employee?

You must be able to offer an appointment within three business days.  If the situation is urgent, you must be able to offer an appointment within one business day.

If you can’t meet these intervals, you should contact the LifeWorks Consultant who referred the employee to you. 

Q.  Can I use Provider Solutions for other clients or patients with whom I work, or can I use it only for people referred through Ceridian LifeWorks?

No, you can use Provider Solutions only for clients or patients referred to you through LifeWorks. 

Top 

Q.  How do I enter patient information?

Prerequisite:  The Ceridian LifeWorks Consultant creates the case and assigns it to you.  The case then appears in the Referrals List on the Cases page.

To enter patient information:

1.      Log into Ceridian Provider Solutions.

2.      Point to My Portal and click Cases.

3.      If this is the first session, in the left pane, click Intake Assessment (First Session) to enter information about the employee.

4.      After you finish filling out the intake assessment, click Submit.

Note:  The Intake Assessment is a nine page form.  A red asterisk indicates required information.

5.      To enter case notes in subsequent sessions, in the left pane, click Case Notes.

6.      In the right pane, click Add New.

7.      After you finish filling out the case notes, click Submit.

Caution:  When you enter information on a page, be sure to click Save & Continue frequently, so you don’t lose information you have entered.  To move from one page to another, use the menu options, Previous Page, or Next Page.  Don’t use the browser Back and Forward buttons, because you might lose information. 

Tip:  After you enter several cases, you can click the column headings on the Cases page to sort information and make it easier to find a specific case. 

Q.  If I enter case notes and realize I need to change them, can I do that using Provider Solutions?

Yes, you can access your case notes to change them. 

1.      Point to My Portal and click Cases. 

A page appears, listing your active cases.

2.      Click the link for the case you need to change.

3.      On the Referrals page, in the left pane, click Progress Notes.

4.      Change the information as necessary.

5.      After you finish filling out the case notes, click Submit

Q.  How can I find an inactive case?

To find records about inactive cases:

1.      Point to My Portal and click Cases. 

A page appears, listing your active cases.

2.      In the Referral List section, in the right corner, click the arrow and select Inactive Cases. 

Security  Top 

Q.  How secure is the information I provide in case notes?

Security is a high priority for Ceridian and for its providers.  Ceridian has implemented security measures such as Secure Sockets Layer (SSL) to secure online transmission of data between the client and the Ceridian web site.  SSL is the standard security technology for establishing an encrypted link between a web server and a browser.  This link ensures that all data passed between the web server and browsers remain private and integral.  SSL is an industry standard and is used by millions of web sites in the protection of their online transactions with their customers.  

Q.  Are security measures HIPAA compliant?

Ceridian complies with federal/state laws and regulations impacting employers and employees, including HIPAA and privacy/security requirements. 

Q.  Who else has access to the case notes?

The Ceridian LifeWorks Consultant has access to the case notes through a different, secure application.  You are the only person who has access to the case notes through Provider Solutions. 

Q.  If I use Microsoft Internet Explorer, can I use the default settings for security zones or do I need to change them?

You can use the default settings.  Changing the default settings may affect the functioning of Provider Solutions. 

Q.  Will virus or spyware scanning software interfere with access to Provider Solutions?

No, scanning software should have no effect. 

Invoices  Top 

Q.  What types of invoices can I submit in Provider Solutions?

You can submit invoices only for clients or patients who were referred to you through Ceridian LifeWorks. 

Q.  How do I create and submit invoices in Provider Solutions?

To enter patient information:

1.      Log into Provider Solutions.

2.      Point to My Portal and click Cases.

3.      in the left pane, click Manage Invoice.

4.      In the right pane, click Add New.

The Manage Invoice page appears.  The invoice is a three–page form.  A red asterisk indicates required information.

5.      After you finish filling out the invoice, click Submit

Q.  Who reimburses me for an invoice and how long does it take?

Ceridian reimburses you directly after receiving the Ceridian invoice.  The payment process is usually complete within 30 days after receiving the invoice and Case Closure form. 

Important:  You should submit invoices on a monthly basis.  Any invoices submitted more than 30 days after the date of the session will be denied payment. 

Appointments  Top 

Q.  Can I use Provider Solutions to schedule appointments?

No, you can’t use Provider Solutions to schedule appointments.  You use the same appointment system or application that you use for non–LifeWorks clients or patients. 

Web browsers  Top

Q.  Does it matter which browser I use to access Provider Solutions?

You can use Microsoft Internet Explorer, Netscape Navigator, or Mozilla Firefox.  Users with Safari (Mac OS) may experience some difficulties submitting documents. 

Q.  Do popup blockers affect access to information in Provider Solutions?

Provider Solutions doesn’t use popups, so the use of blockers shouldn’t be a problem. 

Lost or forgotten passwords  Top 

Q.  What if I can’t gain access to the site after registering?

If you have previously registered with Provider Solutions and have lost your password, on the Home Page click Reset Password.  You will receive a new password through email.  After you log in using the new password, you can change it, if you wish. 

Contacting LifeWorks  Top 

Q.  How can I contact LifeWorks, if I have questions or problems when I try to register or fill out the application form?

If you have questions, please use the Contact Us link at the top of each page or call LifeWorks' Help Desk at (866) 494–3579.

 

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