We greatly value the feedback our eye care providers have offered following the introduction of our new portal. Below you will find the most recent version of the most common questions and answers that come from our providers as they access the portal and attend webinars.
You should be able to check the claim status in the portal.
Medicaid patients need to choose from the frame collection unless your contract specifically states otherwise, or they are in a Medicaid buy-up state.
You can use the Davis Vision collection “yellow tag” frames for Superior Vision Medicaid patients. Superior Vision plans have a frame allowance and if they want a Davis Vision collection frame you would have to order it through Excel Advantage, for which there is a link on the portal dashboard.
The lenses always come with scratch coating, you just need to specify if the patient is paying for the scratch protection warranty.
Call EDP support to verify if the benefits are still valid, provide them with the eligibility number, and you ask them for support pushing that claim thru.
Please contact Versant Health at 1 (877) 235-5316 if you are a Davis Vision ECP or 1 (877) 235-5317 if you are a Superior Vision ECP for lab registration fail process issues.
InstaMed is the best resource for this issue. The link to the InstaMed login is on the portal.
Please call InstaMed for support on this matter, which you can find that number in the resources section under the Hamburger Icon which is located in the upper left corner of the portal.
Membership is at the individual level. Enter the member’s date of birth and id or last name. If the patient is a dependent, enter the patient’s date of birth and last name. You may be presented with more than one option when searching. Verify the patient’s complete name, relationship and group information before selecting.
Look closely at the member’s benefits. If the contact lens fit and follow-up is covered it should let you. If not you may need to collect payment from the member and file the contact lens claim only. If it is in their benefits, there may be a technical glitch that requires trouble shooting – please call in to the EDP line for support. You can also submit a Lab Order Form, which is found in the hamburger menu in the upper left corner of the portal, under Laboratory Order Form and follow the instructions on the form for the claim to be entered in the site for you.
We recommend that ECPs submit claims and orders together if they can, because not all patients allow splitting the benefits. It is a good idea to check the member’s benefits to review splitting rules if you have this question.
There is no need to enter usual and customary charges for lab orders unless you are supplying the frame or contact lenses.
The price of lenses are pre-determined by the fee schedule in your contract.
Select the member, then Contact Lenses, then ORDER/CLAIM- this will allow you to order lab supplied contact lenses.
Go to the Orders/Claims History page to see the current status of the order. The ECP should contact the originating lab for specific shipping dates. For jobs being fabricated by an Essilor lab, call the lab; for jobs being fabricated by NTS, please call Versant Health at 1 (800) 773-2847.
Typically, this happens because you enter either decimals or dollar signs. Please try again without those.
Google Chrome 65 or higher should be chosen. It can be downloaded here https://www.google.com/chrome/.
Draft Action Required indicates that the claim or order has been started and saved, but not completed or submitted. Either click the pencil to edit it or clear it and start over. The rest of the lab order statuses are available in Appendix C of the Comprehensive Portal Guide.
View the Provider Manuals on the Portal
Provider manuals can be found in the portal under Resources – Reference Tools.
If you are unsure as to which portal to use, please use the Versant Health option.
Action Required: As part of our ongoing efforts to further enhance our IT security posture, we are conducting system updates that will require your office to log into the Versant Health Provider Portal before 11/21/2025. It is essential that this login action is performed from every participating physical location to ensure no disruption to access.
Failure to complete this step before the deadline may necessitate submitting a new request to certify access. To avoid any potential disruption, please take a few moments to ensure this task is completed. Thank you for your attention to this important matter.
