Claims Status - Community Care
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Claims Status

CEP System Outage Notification

We apologize to those of you who have been unable to access the Customer Engagement Portal (CEP). CEP access is being restored for existing users in a phased approach. Existing users will be contacted once their account has been restored. At this time, we are not accepting new users.

We understand many of you rely on this online platform to obtain claims and payment information. We are working to restore the portal to more users as quickly as possible. In the interim, users unable to access the system who are seeking claims status or payment information normally obtained through CEP should contact a customer support representative at the VA Financial Services Center.

VA Financial Services Center Contacts

Phone: 877-353-9791

Email: vafsccshd@va.gov

If you filed a claim with VA directly for Veteran’s care, you can check the status of your VA claim through the VA Customer Engagement Portal (CEP). CEP is a reporting tool that allows registered users on demand access to research, claims (HCFA 1500 or CMS 1450) status, and information about past, current, and future payments.

The Customer Engagement Portal (CEP) offers two-factor authentication for increased security, bulk upload capabilities for providers with multiple tax identification numbers, and enhanced querying and reporting capabilities as it relates to claim status, payments, check information and offsets.

Customer Engagement Portal

To register for CEP, please visit the Customer Engagement Portal and follow the instructions below.

  1. Select "Login", and then "Continue"
  2. Secure your access to VA by selecting "Register for a Sign-in Partner"
  3. Follow the prompts to register with ID.me for secure access. VA has partnered with ID.me to provide two-factor authentication verification for increased security.
  4. Once ID.me registration has been completed, users will be returned to CEP to:
  • Register their Tax ID information via the
    “My Profile” link
  • Access Frequently Asked Questions
  • Access User Guide and other training material
  • Search claims and payment information
  • Execute, schedule and export reports

To check the status of a claim provided through Patient Centered Community Care (PC3) or the Veterans Choice Program (VCP), use the TriWest Provider Billing Resources. Providers who have questions for claims filed with former PC3/VCP vendor Health Net prior to September 30, 2018, should contact Health Net.
Please note: VCP ended on June 6, 2019.

TriWest Provider Billing Resources

HNFS Provider Service Line: 844-728-1914

Unresolved, High Value Claims

If you are a community provider and would like to inquire about outstanding claims, please contact the
Provider Experience Team and include the following information in your message:

  • Provider name
  • Provider address
  • Email address
  • Phone number
  • Points of contact
  • Brief description of the issue
  • Taxpayer Identification Number (TIN)
  • National Provider Identifier (NPI) number
  • Have you contacted VA, Health Net, or TriWest about this issue before? If yes, when?
  • Is this an issue with the Veterans Choice Program (VCP)1, VA Community Care (VACC)2, or a Provider Agreement2? Please note: VCP ended on June 6, 2019.

1 If VCP, you received authorizations and sent claims to TriWest, or sent claims to Health Net Federal Services.
Please note: VA no longer contracts with Health Net.

2 If VACC and/or Provider Agreements, you would be receiving authorizations and sending claims directly to your local VA medical center (VAMC).

Electronic Claims Adjudication Management System (eCAMS)

eCAMS is a community care claims processing software solution being implemented by VA. The system modernizes the processing of claims received by community providers outside VA’s Community Care Network (CCN).

eCAMS is expected to be implemented nationwide between March and August 2019. To learn more, please review the Electronic Claims Adjudication Management System (eCAMS) Fact Sheet.

Fact Sheet: Electronic Claims Adjudication Management System

Resources

Contact Us

Optum Provider Services
CCN Region 1: 888-901-7407
CCN Region 2: 844-839-6108
CCN Region 3: 888-901-6613

TriWest Provider Services
TriWest PC3: 855-722-2838
CCN Region 4: 866-286-4174

HealthNet Provider Services
Choice Program: 844-728-1914
(NOTE: Choice Program ended 09/30/2018)

VA Provider Services
877-881-7618

Fact Sheet: VHA OCC Provider Customer Service

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