To access the patient portal (Navigate), an Customer ID is required. As a reminder, a patient's Customer ID is automatically generated and added to the following Amplicare handouts:
Open Enrollment eligible handout/letter
Plan comparison printout
Once a handout is first generated, the patient has 30 days to enroll with the Customer ID. After 30 days, the patient will no longer be able to access the Patient Enrollment Portal. This doesn't mean they can never use the Patient Enrollment Portal, instead, it just means they need a new Customer ID!
If a patient cannot log in, he or she should quickly contact your pharmacy so you can confirm the issue is due to an outdated Customer ID. During this phone call, we recommend comparing what Customer ID they are using against what is listed on a newly generated handout in Amplicare.
If they do not match, this indicates it has been at least 30 days since the handout was first generated and the Customer ID will no longer work. All you will need to do is provide them with the new Customer ID and the patient can once again access the Patient Enrollment Portal!