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Help and Support

Thank you for visiting QM Portal. If additional questions arise, please contact our Customer Support Center at  (602) 417-4451 or contact  servicedesk@azahcccs.gov.

  Registration

Master Account Management

For information about registration and management of Health Plan accounts, please refer to the Health Plan User Guide
For information about registration and management of Provider accounts, please refer to the Provider User Guide
For information about registration and management of IOC accounts, please refer to the IOC User Guide
For information about registration and management of External Agency accounts, please refer to the External Agency User Guide
What is a master account?

A MASTER Account is the administrator for all accounts created under their Provider/HealthPlan ID. This includes activating new accounts, removing accounts for those no longer working for the organization, maintaining roles for each user, initiating the password recovery process, and maintaining some of the account information for the INDIVIDUAL accounts. For any Provider Group Affiliation issues please click on Practice and Provider Information Changes below for more information on how to contact Provider Registration.

What’s the difference between a master and individual account?

There are two types of accounts that can be created for the Quality Management website, MASTER Accounts and INDIVIDUAL Accounts. A MASTER Account is the administrator for all accounts created under their Provider/HealthPlan ID. This includes activating new accounts, removing accounts for those no longer working for the organization, maintaining site privileges for each user, initiating the password recovery process, and maintaining some of the account information for the INDIVIDUAL accounts. Both types of accounts will allow providers/Health Plans to view QM portal information.

Can there be more than one master account for each provider?

Yes. Once the first master account holder is activated, they can click on the “Admin” link on the lower left hand side of the web page (after logging in) where they will be directed to a User Account maintenance page. From the maintenance page, the master account holder can select one of the usernames from the "Active Users" drop-down list and upgrade that account to a master account.

I am a master account holder. How do I activate new individual accounts?

After you log into the master account, you will see an “Admin” link on the lower left hand side of the web page. Click on the link and it will direct you to a page that will allow you to manage the individual accounts under your Provider ID. From the drop-down list on the upper left hand side of the page, select the user you wish to activate (it may take a minute to pull up the user’s information). Click the 'Approve User' button to activate the account, or the 'Set as Master Account' button to make it a master account. You will not lose your master account status if you upgrade another account to a master account.

I am a master account holder. How do I remove an individual account?

After you log into the master account, there will be an “Admin” link on the lower left hand side of the web page. Click on the link and it will direct you to a page that will allow you to manage the individual accounts under your Provider ID. From the drop-down list on the upper left hand side of the page, select the user you wish to remove (it may take a minute to pull up the user’s information). Click the 'Remove User' button to remove the account.

How do I create a Master account?

The first person to create an account for an organization will be prompted to be a MASTER account holder. This person will be responsible for maintaining all other accounts under the same Provider ID. This includes activating new accounts, removing accounts for those no longer working for the organization, maintaining site privileges for each user, initiating the password recovery process, and maintaining some of the account information for the INDIVIDUAL accounts. All individuals who create a new account after the MASTER account has been created will automatically be created as INDIVIDUAL accounts. The MASTER account holder can upgrade an INDIVIDUAL account to a MASTER account at any time.

How do I activate a Master account?

When you create a MASTER account, you will be prompted to select an address from a drop-down list. The list contains the valid addresses on record with AHCCCS for your provider. You must select the address for the location in which you receive mail. An activation letter will be mailed via USPS to the address selected. The activation code provided in the letter must be entered on the login page the first time you attempt to login using the MASTER account. Without the activation code, your account cannot be activated. If the address for your organization is not on file with AHCCCS, your organization will need to contact the Provider Registration Department at 602-417-7670 for further assistance.

I am a master account holder. How do I initiate the password recovery process for an individual account?

After you log into the master account, there will be an “Admin” link on the lower left hand side of the web page. Click on the link and it will direct you to a page that will allow you to manage the individual accounts under your Provider ID. From the drop-down list on the upper left hand side of the page, select the user you wish to send a password recovery email to (it may take a minute to pull up the user’s information). Click the 'Send Password Recover for User' button to initiate the password recovery process to the account holder. This will generate an email to the account holder containing a security code and a URL. The account holder will have 30 minutes from the time the email is sent to complete the password recovery process. Typically this is only necessary if the user is unable to remember their password and the answers to their security questions.

Individual Account Management

Why can’t I log in?

If you created a master account, you must wait for your authentication code to be mailed to you via postal mail. If you created an individual account, the master account holder for your provider number must activate your account before you can log in.

I forgot my password.

Look under the Sign-in area for a link that says “Forgot your password?” This will direct you to a page that will require you to answer the security questions you selected when the account was created. If you correctly answer the questions, you will receive an email containing a security code and a URL. Click on the URL, enter the requested information related to your account, and enter the received security code. If all entries are correct, you will then be prompted to change your password. The new password cannot be the same as your previous password.

I can’t retrieve my password.

You must type in the answers to your security questions exactly as you typed them in originally when the account was created. For example, if your hint question is “What is our address?” and you originally specified “123 Oak St.” as your answer, it will not accept “123 Oak Street”. If you cannot remember the answers to the security questions, then contact one of your provider's master account holder(s), and request they initiate the password recovery process for your account's user name.

My email or other account information has changed. What do I do?

If your account information needs to be updated, click on the "Admin" link or the "User Account" link on the lower left hand side of the web site. Master account holders will have the "Admin" link to administer all individual accounts, including updating some of the information on the accounts. Individual account holders will have the "User Account" link in which they can fully maintain the information on their account. If you need the email address updated for the password recovery process, please contact your master account holder to update your email address. If you are the master account holder, you can contact another master account holder if one exists. If no other master account holder exists, you will need to contact the AHCCCS Customer Support Center at 602-417-4451.

Why has my account been locked?

An account can be locked for one of two reasons: (1) Three invalid login attempts or (2) No account activity in over 60 days. For security measures, accounts will be locked to prevent fraudulent use of the Quality Management website. To unlock an account, the password recovery process must be successfully completed. Prior to an account being locked, you will receive email notifications for 5 consecutive days before the action is completed.

Why has my account been deleted?

An account will be deleted from the system after 120 days of inactivity. For security measures, accounts will be deleted to prevent fraudulent use of the Quality Management website. To prevent an account from being deleted, you must login to the site to reset the activity log. Prior to an account being deleted, you will receive email notifications for 5 consecutive days before the account is removed from the system.

Why can't I share an account with co-workers?

Sharing an account is a direct violation of the User Acceptance Agreement and can result in the revocation of the provider's privilege to use the site. For security measures, each individual must create their own account in order to comply with the AHCCCS agreement. In order to create an account, each individual must read and accept the terms of use for our website. By selecting the "I agree" option on the User Acceptance Agreement, you are responsible for ensuring the account you created will not be shared.

Why can't multiple account holders use the same email address?

The email addresses for account holders must be unique to ensure the security of accounts for the Quality Management website. The password recovery process uses the email address on the account to initiate the password reset capabilities.

  IAD-IRF Reporting

Submit an IAD-IRF Report
A Provider can submit an IAD Report on the portal. Please refer to the IAD Submit User Guide
A IRF Submitter can submit an IRF Report on the portal. Please refer to the IRF Submit User Guide
Return an IAD Report
A Clinical Director Provider can return an IAD Report on the portal. Please refer to the IAD Return User Guide
Approve an IAD Report
A Clinical Director Provider can approve an IAD Report on the portal. Please refer to the IAD Approve User Guide
Review an IAD-IRF Report
An IAD/IRF reviewer can review an IAD/IRF Report on the portal. Please refer to the IAD-IRF Review User Guide
Redact an IAD-IRF Report
A contractor/TRBHA or AHCCCS user can redact an IAD-IRF Report on the portal. Please refer to the IAD-IRF Redact User Guide

  Quality of Care Reporting

For information about how to manage Quality of Care Reports, please refer to the QOC Report User Guide

  Office of Human Rights Notifying

For information about how to create notification for Office of Human Rights, please refer to the OHR User Guide

  Independent Oversight Committee

For information about how to use Independent Oversight Committee Application, please refer to the IOC User Guide

  Seclusion And Restraint Application

For information about how to use Seclusion And Restraint Application, please refer to the Seclusion and Restraint User Guide

  Waitlist Application

For information about how to use Waitlist Application, please refer to the Waitlist User Guide

  Out Of State Application

For information about how to use Out Of State Application, please refer to the Out Of State User Guide

  Office Of Individual and Family Affairs

For information about how to use OIFA for Provider accounts, please refer to the OIFA Provider User Guide
For information about how to use OIFA for Health Plan accounts, please refer to the OIFA Health Plan User Guide
For information about use of OIFA AHCCCS accounts, please refer to the OIFA AHCCCS User Guide

  Practice and Provider Information Changes

How do I change my practice's name, address, Tax ID Number (TIN) or other information?

If you would like to change your practice's name, address, combine Tax ID Numbers (TINs) or make other changes please contact your office's internal provider enrollment representative to have them submit a change request form to AHCCCS. For additional questions about changing your practice's information or how to submit a change request form, please contact AHCCCS Provider Services, Provider Enrollment Section, at (602) 417-7670, Option #5.

AHCCCS's Provider Enrollment Section is open Monday - Friday from 8:00 am - 4:00 pm. The office is closed for lunch from 12:00 pm - 1:00 pm.


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