CBH Portal Support

HealthTrio (H30) is the vendor CBH has contracted with to create and support the Member and Provider Portal software. You may see their name, along with CBH, on our portal-related content.

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. 

Provider staff should contact the assigned Provider Relations Representative for assistance and support with access, functionality, or need for information updates.

Members can access the member portal directly or log in via CBHPhilly.org.

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.

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.

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.

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.

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.

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.

In “document manager,” view the list of documents sent to you. Click the green download button to save the document.

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.

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.

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 .

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.

Yes, our member portal is currently exclusive to CBH members.

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.

Currently, Providers are NOT REQUIRED to complete activities in the Provider Portal; it is simply an additional tool for accessing information quickly.

Current features of the Provider Portal include:

• Authorizations Viewer – for services where your organization has been indicated as the service provider. The provider organization where the request for service originated will also be able to view the authorization, including authorization number, dates, units approved, and additional information. Authorization request submission is an upcoming feature.
• Verify Member CBH Eligibility – TPL display is not enabled, but a quick link to PROMISe is included.
• CBH Resource Links – Direct links to important reference documents, including:
  • CBH Provider Directory
  • Provider Manual; how to identify sections for Peer-to-Peer review requests
  • Current Medical Necessity Criteria
• Contact lists for Provider Relations Representatives and other CBH staff
• Secure Messaging – for communicating Protected Health Information (PHI) with CBH Staff
  • Each user has a personal inbox
  • Each Provider Service Location (PSL, aka “child ID”) has an inbox accessible to all provider staff under the Parent ID.
• Document Manager – for sharing secure documents with one or more users.
  • Currently, this feature is only available between CBH and Providers, not between providers or members.

Access is currently being rolled out to CBH Providers. All in-network providers will be given access in 2025. More info will come from the Provider Portal administration team.

The provider or provider organization can have ANY NUMBER of Provider Administrators, who will be initially authorized by CBH.

• Providers must identify at least ONE person (First Name, Last Name, unique email address) to serve as an administrator for each Parent ID and communicate this to the Provider Relations Representative.
• Provider administrators can create and manage other provider users, including administrators.
• If more than one PAR ID is used for provider lines of business, different emails must be used for each (can be different emails for the same person)

As a Provider Administrator, you will be able to manage Portal access for your staff, and to disable it as needed. Each Provider Administrator account will apply to one CBH Parent ID (PAR ID), and unique email addresses must be used for each user account. Administrators will have the ability to:

• Search for user details
• Create a new Provider User account, which inherits the Administrator’s PAR ID
• Elevate Provider users to Provider Administrators (temporary or permanent)
• Deactivate a user in Okta and remove their Provider Portal access
• Resend an Okta activation email to the user

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.

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.