Contents
- 1 NaviNet Customer Service — expert guide for provider offices and IT teams
- 1.1 Overview and role of NaviNet support
- 1.2 How to contact NaviNet customer service
- 1.3 Information to have before contacting support
- 1.4 Common issues and practical troubleshooting
- 1.5 Technical integrations, EHR connectivity, and SLAs
- 1.6 Escalation process and governance
- 1.7 Account management, billing and training
- 1.8 Best practices to reduce support calls and maintain uptime
NaviNet is a web-based provider portal used by many payers and health systems to exchange authorizations, eligibility, claims status and secure messages. In practice, customer service for NaviNet supports two distinct user groups: clinical/office staff who use the portal day-to-day, and technical teams that integrate NaviNet feeds with EHRs or practice management systems. Effective support therefore combines portal navigation, enrollment/credentialing help, and technical troubleshooting for interfacing and single sign-on (SSO).
From a service-management perspective, high-quality NaviNet support focuses on minimizing workflow interruption. That means rapid validation of user identity and access, reproducible replication steps for technical problems, and clear turnaround expectations for fixes that require vendor or payer involvement. The rest of this document explains how to prepare, how to contact support, common issues and escalation paths, and practical tips for reducing repeat incidents.
The canonical first step is to use the portal’s “Help” or “Contact Support” link; the link routes requests into the payer-specific support queue for faster triage. If your organization needs a telephone conversation, most payer-specific NaviNet implementations also publish a dedicated support phone number and secure messaging address inside the portal. Always check the payer’s NaviNet landing page for the most current contact details and published hours of operation.
Before you call or submit a ticket, gather identifying information so the agent can act immediately: your facility’s Tax ID or NPI, the NaviNet user ID or email, the practice location code, and a concise description of the problem with timestamps and screenshots. If the issue affects clinical operations (e.g., inability to submit prior authorizations), indicate the business impact and number of affected clinicians so the support team can prioritize appropriately.
Information to have before contacting support
- Account proof: NPI, Tax ID (EIN), and the exact NaviNet user ID or registered email address.
- Technical details: browser name and version (Chrome, Edge, Safari), local network proxy/VPN status, and whether SSO is used (e.g., Okta, Azure AD).
- Repro steps and evidence: step-by-step actions to reproduce, exact timestamps (including time zone), screenshots of error messages, and any HTTP status codes you see if you have developer tools open.
- Business impact and urgency: number of impacted providers/patients and whether care is delayed — this determines escalation priority.
Common issues and practical troubleshooting
Authentication and access problems are the most frequent contacts: forgotten passwords, locked accounts after failed login attempts, and SSO token failures. Troubleshoot these by first confirming the correct username/email and resetting the password through the portal’s self-service page. If the portal uses SSO, verify with your identity provider (IdP) logs that the authentication assertion was issued; mismatches between IdP and NaviNet metadata (certificate or assertion consumer service URL) cause sudden outages.
Other frequent issues include payer-specific data not appearing (eligibility or authorizations), slow page loads, and form submission errors. For eligibility or claims-status discrepancies, collect the patient’s identifiers (DOB, insurance ID), the exact request ID shown in NaviNet, and any inbound/outbound transaction timestamps — these help support trace the message through the payer’s backend. For performance problems, rule out local network factors (corporate proxy, split DNS, content filters) before escalating to portal engineers.
Technical integrations, EHR connectivity, and SLAs
If your practice integrates NaviNet with an EHR, typical integration points are SSO, HL7/EDI feeds, or API-based exchanges. When opening a technical ticket, state the EHR vendor and version, whether you use direct database pulls or standard API calls, and provide log excerpts from both sides where possible. Many integration issues are timing or format mismatches — for example, an EDI 270/271 eligibility query that lacks expected segments — and are resolved faster with paired logs.
Service Level Agreements (SLAs) vary by payer and contract, but a practical expectation is: initial triage within 2 business hours for operational-impact incidents, and 24–72 hours for non-urgent functionality requests. For full outages affecting care delivery, ask for an escalation to a senior support engineer and request interim workarounds (manual verification steps or phone-back arrangements) to avoid clinical disruption.
Escalation process and governance
- Tier 1: Frontline support validates identity, reproduction steps, and looks for known outages — expect an initial response within 2 hours during business hours.
- Tier 2: Technical support or payer integration teams analyze logs, coordinate with EHR/IdP vendors, and apply fixes or configuration changes; aim for a 24–72 hour resolution window for issues requiring code changes.
- Tier 3: Executive or vendor-level escalation for multi-site outages or contractual breaches; request documented root-cause analysis (RCA), timeline, and remediation plan with target completion dates.
Account management, billing and training
Account requests (new users, role changes, location additions) typically require an authorized signatory on file — usually the practice administrator or medical director. Provide a signed access request form if your payer requires it and include the new user’s full name, title, email, provider NPI, and intended role (e.g., scheduler, clinical reviewer). Processing times can range from same-day for simple additions to 3–5 business days for credentialing-dependent roles.
Training resources are commonly available through the NaviNet portal as on-demand videos, quick reference guides, and scheduled webinars. For larger clinics, request a live training session or an on-site orientation; many payer programs will provide group training for no extra charge if you schedule in advance. Track post-training metrics — such as reduction in support tickets or faster authorization turnaround — to justify recurring sessions.
Best practices to reduce support calls and maintain uptime
Adopt a pre-contact checklist and standard operating procedures (SOPs) at the clinic level: confirm browser compatibility (keep Chrome/Edge up to date), disable restrictive browser plugins, and maintain a simple shared document with common error resolutions. Maintain one or two “super-users” per location who are trained to reproduce issues with full screenshots and who can submit complete tickets on behalf of end users.
Finally, schedule quarterly reviews with your payer account manager to review support performance metrics (ticket volume, average resolution time, root causes). Use those reviews to negotiate improvements: faster SLAs for high-impact workflows, customized training, or API access upgrades. Regular governance closes the loop between user experience and technical improvements, reducing future incidents and improving patient access to care.
1-888-482-8057
Call Keystone First VIP Choice Provider Services at 1-800-521-6007 or NaviNet Customer Support at 1-888-482-8057. Call 1-800-450-1166 (TTY 711), Monday through Friday, 8 a.m. – 8 p.m., from April 1 to September 30; or seven days a week, 8 a.m. – 8 p.m., from October 1 to March 31 for more information.
Availity is an independent company that contracts with Highmark to offer provider portal services. NaviNet is a registered trademark of NaviNet Inc., which is an independent company that provides secure, web-based portal between providers and health insurance companies.
NaviNet is an easy-to-use, no-cost to providers, secure portal that links providers to health plan resources, including information on Plan members.
Website: https://navient.com/loan-customers Office Hours: 8 a.m.-9 p.m. ET, Monday through Thursday. 8 a.m.-8 p.m. ET, Friday. Phone: 1-888-486-4722 Fax: 1-866-545-9196 TDD/TTY: A borrower who is hearing-impaired may web chat with a representative by visiting the website and clicking on “Chat Now”.
http://www.navinet.net/
Many large insurance companies such as Blue Cross/Blue Shield, Aetna, Medicare, and Cigna all use this system.
NaviNet offers web-based solutions that allow providers and health plans to share critical administrative, financial, and clinical data in one place. This tool can help you manage patient care with quick access to: Member eligibility and benefits information.
