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Priority Health’s new Provider Portal is coming.

Prism will be shut off on September 1. Account registration for the new portal is scheduled to begin in June for Site Administrators and August for all remaining users.

Page last updated on: 7/29/26

Site Administrators: Create a site here. 

For more information on the site creation and account registration process, visit our Getting Started page. 

Check here for the latest updates on site creation.

Why is Priority Health getting a new provider portal?

We’re working with Epic on a system-wide platform migration to keep our services simple, affordable, equitable and exceptional heading into the future. The new Provider Portal,  powered by Epic, is one piece of this change. 

You’ll still be able to do all the things you can do in prism (and more)—but the way you do them may be different.

Bookmark this page and check it frequently for updates on the transition to the new portal. We’ll also send out updates via email, prism and our PriorityActions newsletter.

What actions do I need to take?

The most important first step is going to be signing up for an account.  Site Administrators (like today’s prism Security Administrators) need to create sites for all practices, hospitals and provider groups (any organization with a distinct Type 2 NPI). All other users sign up beginning on August 3. The more quickly you take action, the less likely it is that you’ll experience any delays in access (account approval can take weeks, depending on the backlog of requests). See our Getting Started page for details about this process.

Besides account registration,  stay informed by checking this page for updates and reading your emails from Priority Health. We also invite you to sign up for one or more of our live training webinars this summer (see below).

A few other things you need to know about the transition from prism to the new Provider Portal:

  • We’ll keep working on open requests during the transition to the new Provider Portal. Any open/pending items, including inquiries, claims, authorization requests, disputes/appeals and enrollment/credentialing requests won’t be visible in your Provider Portal account until they’re resolved. But we’re still committed to completing these requests according to previously stated turnaround times. Please do not call or email about these open items unless they’ve remained unresolved beyond the promised times.
  • Submitting non-urgent requests after September 1 will allow you to track them. So you don’t lose visibility into pending activity, we recommend holding off on submitting anything non-urgent/post-service from mid-August until September 1. That way, you’ll be able to complete the process on the new portal end-to-end and track the status at each step along the way.
  • Learn how to find data from prior to September 1 in your new portal. Closed/resolved items, including inquiries, claims, authorizations and disputes/appeals will be visible in your new Provider Portal account. Sign up for our Provider Portal training webinars to learn more about how to find the data relevant to your role.
  • To see remittance advices from dates of service before September 1, you'll need to select Remittance Review as one of your staff roles. You can do this when requesting an account or, once you have portal access, go to Menu > Settings > Roles and Specialties and enter Remittance Review into the box under Staff Roles. Once you’ve added this role to your account, past remittance advices will be available in your CRMs beginning September 1.
  • The Secure Mailbox will be retired along with prism. Secure messaging will move to the new Provider Portal for all users with access. Before September 1, review your Secure Mailbox account and download any important data, including messages you want to save.

What’s changing and what’s not changing?

For providers who work with us primarily through prism, you’ll still be able to do everything on the portal you do today, plus more. The way you do it, however, will be different. Click to expand the sections below to learn more about changes for each role. 

  • Like prism Security Administrators (pSAs), Site Administrators control who has access to your group’s provider and patient data. 
  • Each site (any practice, hospital or provider group with a unique Type 2 NPI) is required to have at least one Site Administrator. 
  • Important: Each site must be created by a Site Administrator before other users can see that site’s affiliated data. (That’s why we’re starting Site Administrator site creation in June ahead of general account registration in August.)
  • In the new portal, Site Administrators can see a list of all portal users affiliated to their site, including their login ID, email and last time of login.
  • Site Administrators can change each affiliated user’s password or deactivate their account from their portal, whenever needed.
  • There will still be annual access renewal periods, as there are with pSAs.
  • Each site can have any number of Site Administrators.

  • Guiding Care is being replaced by Epic’s authorization tool.
  • This authorization tool, plus EviCore and TurningPoint will be accessible through the portal.
  • Medical and pharmacy drug authorizations will continue to be managed by the Priority Health Pharmacy Department. You can find submission details on our Drug Information page.
  • Users can complete a benefit check before initiating an authorization request, so they can avoid submitting an authorization request for a service not covered by a member’s benefit plan.
  • Users can see authorization requests by member. 

  • Users can submit claims and view remittance advices directly in the new portal.
  • Users can see claims by member.
  • Claim status can be checked ahead of login (no account needed).
  • Your claim and capitation payments for Priority Health members will be managed by Optum Financial, in partnership with ECHO Health, Inc. 

  • Your portal will automatically save an active member list for you to reference quickly.
  • Member Inquiry is integrated with other portal functions like claims, authorizations and inquiries, so that you can see all associated data when you look up a member.
  • Users can check member eligibility ahead of login (no account needed).

  • The new portal offers a fuller profile of the member’s health history than with prism.
  • Related claims and authorizations are integrated into the Member SnapShot.
  • Social drivers of health and recent immunization information are included, when available.

Improvements

An improved provider experience is a goal for us in the new Provider Portal. Here are a few big wins we’re excited about:

  • Greater integration: Claims, authorizations and inquiries linked to members and easily viewable in Member Inquiry
  • One-stop shop: The ability to submit claims and view remittance advices directly in the portal
  • Time saver: A benefits check before submitting an authorization request so that you don’t waste time requesting authorization for non-covered services. 
  • Simplified security: No Social Security number required when creating an account
  • In a pinch: Verify patient eligibility and check a claim’s status without logging in, as needed
  • Trusted partnership: Ongoing enhancements through Epic, an industry-leading EMR, that is now extending its capabilities into the health plan space

Live training webinars

Webinars will take place from June through September. These will include weekly offerings in July and August on account and site creation. In August and September, we’ll offer weekly trainings on using the Provider Portal by role type. There are multiple offerings for each training. You only need to sign up for one in each category, as the content is repeated each time. 

  • Monday, August 31 at noon (registration link coming soon)

  • Tuesday, September 1 at noon (registration link coming soon)

  • Wednesday, September 2 at noon (registration link coming soon)

  • Thursday, September 3 at noon (registration link coming soon)

  • Friday, August 21 at noon
  • Friday, August 28 at noon (registration link coming soon)
  • Friday, September 4 at noon (registration link coming soon)

We'll also have post-go-live virtual office hours where you can ask us questions beginning the second week of September. Details and registration links to come.

Resources

We will have a number of additional resources for you, including: 

  • Provider FAQs
  • Portal walkthrough videos (prism login required)
  • Quick user guides by topic:
    • Authorizations
    • Authorization appeals
    • Claims
    • Claim disputes
    • CRMs
    • Enrollment & updating provider information
    • InBasket
    • Member Inquiry
    • Pre-login functionality
    • Site Administrator functions
  • Provider Portal user manual

The resources above will be linked as soon they are available.

FAQs

Click to expand the sections below for answers to some of the most frequently asked questions about accessing our new Provider Portal. 

No, all providers will have full access to our new Provider Portal upon registration, regardless of their use of Epic as an EMR. That said, if you use Epic as your EMR, we anticipate that you will have access to more integrated tools in the future. 

Account approval can take weeks, depending on the backlog, which is why we’re opening up account registration so far ahead of September 1. Ensure timely access by establishing a Site Administrator as soon as possible after June 15 and having all other necessary users register for an account as soon as possible after August 3.

After you request a new portal account, you’ll be asked to complete identity verification with our trusted partner, Persona. For most users, this will require showing a government-issued ID card and taking a selfie. No Social Security number is required.

For more information on identity verification, check out our Persona FAQs.

Yes, you won’t be able to log into prism anymore beginning September 1. Decisioned claims, authorizations, appeals and inquiries will be automatically ported over to the new portal. However, open items like pending claims, inquiries, authorization requests and appeals will not show up in the new portal until they have been resolved. Please do not call to check on these open items unless they are past due—we’re working on them.

For general help with the Persona verification process, visit help.withpersona.com/for-end-users. For questions about your Priority Health account or your verification, contact the Priority Health tech support team at 800.942.4765, option 5, then option 1. Our hours are Monday through Thursday 8 a.m. - 6 p.m. and Friday 9 a.m. – 5 p.m (ET).

If you didn’t find the question you were looking for here, check out our provider FAQs document for a number of additional answers. 

You can also call our Provider Helpline at 800.942.4765 (Mon.-Thurs. 7:30-5; Fri. 9-5) or reach out to your assigned Provider Network Management specialist for additional questions.

Note: As Priority Health transitions to our new Provider Portal, an Epic-based platform, on September 1, 2026, any provider agreements, documents, or processes referencing prism are intended to remain in full force and effect, and it is understood that the use and reference of our Provider Portal or the Priority Health provider portal now replaces all references to prism.