CBH Portal Frequently Asked Questions
This guide serves as a general FAQ for the CBH Portal.
For technical assistance with the Member Portal, please contact:
- CBH Member Services: Call 1-888-545-2600 or contact CBH if you have complex issues or need additional support in languages other than English.
- Available 24/7/265
- TTY: PA Relay, 711
- Email Support: For follow-up support, email CBHMemberPortalSupport@phila.gov.
Please Note: Do not send Protected Health Information (PHI) such as your date of birth via email. Responses may take up to 48 hours.
For technical assistance with the Provider Portal, please contact:
- CBH Provider Portal Support – CBHProviderPortalSupport@phila.gov or contact your CBH Provider Relations Representative.
What Is The Member Portal?
The CBH Member Portal is a web-based tool that helps Members access their CBH information.
What Information Can CBH Members Access In The Member Portal?
Members can use a preferred name within the portal for a personalized portal experience. You can view your coverage and eligibility status. Additionally, members can access their claims 24 hours after CBH has decided on the claim. The portal also allows members to review any shared documents from CBH. The provider directory is also accessible through the portal. CBH plans to introduce additional features in future updates
How Can I Access The Member Portal?
Members can access the member portal directly or log in via CBHPhilly.org.
Why Does CBH Have A Member Portal?
Members can now access the Member Portal. This access is required by the Centers for Medicare and Medicaid Services (CMS), as outlined in the CMS’s Interoperability and Patient Access final rule. For more details, please see CMS-9115-F .
Who Is Healthtrio (H30)?
Healthtrio (H30) is the vendor CBH has contracted with to create and support the member portal. You may see their names with CBH on our portal related content.
How Do I Access The Portal In Additional Languages?
The initial release of the member portal is now available in both English and Spanish. Currently, portal access cannot be requested in other languages. However, members can still access information on the portal by calling member services 1-888-545-2600 and requesting specific details like eligibility updates.
What Can I Do If My Information Is Incorrect In The Member Portal?
You can update your portal contact information directly within the portal. Once logged in, access the “My Preferences” tab on the top left-hand side. Then, choose “User Preferences” to update your name and email address for portal updates.
To update your demographic information, please contact your local County Assistance Office directly. This information is not maintained by CBH. For more details, visit the Pennslyvania Department of Human Services. You can view the information entered under the “member information” link in the “my health plan” menu on the CBH Member Portal.
What Should I Do If I Have Concern Or Questions About The Information Displayed On The Portal?
Members should contact CBH Member Services immediately at 1-888-545-2600. Member Services can connect you with our Member Portal support team to explain the information you are seeing.
Do I Have To Be A CBH Member To Access The Member Portal?
Yes, our member portal is currently exclusive to CBH members.
Do I Have To Use The CBH Member Portal?
Members are not required to use the CBH Member Portal. Members can call CBH Member Services at 1-888-545-2600 to learn more and to access the same information that is displayed in the Portal.
Member Portal Features & Functionality
How Can I Register For The Member Portal?
Members aged 14 and older can register for the member portal by visiting the CBH Portal. To begin the registration process, members should click the ‘Register’ icon under ‘New User.’ Members will then be asked to register using their date of birth, zip code, and either member ID (10-digit Medical Assistance number) or Social Security number.
How Can A Guardian or Parent Access Their Dependent's Member Portal?
CBH is prioritizing members in the first portal release. Members aged 14 and older will have direct portal access. We are developing processes to enable guardians and parents to access as well.
How Can A Member Access The Provider Directory From The Member Portal?
On the ‘Home’ page of the member portal, find and click the ‘Quick Access’ link found on the left side. From there, select ‘ Connect to a CBH provider ‘ to use the provider directory.
Members can also access the Provider Directory on CBHPhilly.org.
How Can I View Secure Documents Sent From CBH?
Once logged into the portal, go to the “my health” menu and select “document manager.” This will show any documents sent from CBH within selected date ranges.
How Can I Download Documents Sent From CBH?
In “document manager,” view the list of documents sent to you. Click the green download button to save the document.
How Can I See My Benefits And Eligibility Information?
Log into the portal, then use the “my health plan” menu to find the “benefits and eligibility” link. This will display your CBH information. Click “download PDF” (green link at the top right) for a savable version, or click “view eligibility history” to see effective dates related to your CBH coverage.
What Is The Claims Search Feature Used For?
The claims search feature, found under the “my health plan” menu, allows members to search their claims history by claim number, date of service, processed date, provider name, and status (paid, pending, denied). Click the search button to view results.
What Is The Difference Between The Claims and Claims Search Feature?
The “claims” feature allows you to view and download claims on file. You can learn more about individual claims by clicking on the claim number or get details about the provider by clicking on the provider name. The “claims search” feature lets you search through your claim’s history by various criteria.
Member Portal Interoperability and Compliance
What is Interoperability?
Interoperability allows different technologies and systems to share information, enhancing and elevating the quality of your care. Click here for more portal interoperability information.
What Is An Application Programming Interface (API)?
An Application Program Interface (API) provides a way for software programs to exchange information with each other. For example, members might use an API to share information from The CBH Member Portal to a health application on their smartphone.
What APIs Does the CBH Member Portal Offer?
The CBH Member Portal offers two application programming interfaces (APIs): a Patient Access API and a Provider Directory API.
Patient Access API
The Patient Access API allows third-party applications to receive and request member information. Members will give consent during this process.
Provider Directory API
The Provider Directory API is a tool that shows service providers within the CBH network and the contact information for that provider.
