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IS Help Desk
Medicaid Waiver Instructions
Waiver CCIS Guide
Procedures/Instructions for CCIS (IPRS)
Initial Setup of CCIS: Click here for the PDF
Submitting electronic SAR's: Click here for the PDF
Using the IPRS Target Pop. Tool: Click here for the PDF
Uploading Files into EMR: Click here for the PDF
Activating a case through CCIS: Click here for the PDF
Running CCIS Reports: Click here for the PDF
Western Highlands Information Systems Help Desk email address:
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FAQ Section
1. What is CCIS?
The Western Highlands Care Coordination Information System (CCIS) is a web portal allowing providers to access and submit consumer information. Providers can update consumer demographic data, submit authorization requests and check their status, and also submit electronic forms and billing data through this portal. Access to the web portal is obtained through a secure gateway using a Citrix SSL VPN solution.
2. How do I get access to CCIS?
You will need to fill out a CCIS User Assignment Request application and fax it to the IS Department at 828-258-1225. Each individual needs their own user ID, please do not share these. You will be contacted and provided with the user ID and password when your account is set up. On your application please provide your email address and the best phone number to contact you at.
3. Can I request more than one procedure code at a time on the electronic SAR?
Yes, after you fill out the “New Service Request” page and click “Next” at the bottom you are returned to the front SAR page and you see the new request in the “New Requests (this session)” section. Instead of clicking the “Submit” button scroll down and click the “Add Selected Provider Request” button again. This returns you to the “New Service Request” page where you add your next procedure code. Simply repeat this process for as many procedure codes as you need for this consumer. Click the Submit button when you have requested what you need. You can use the windows copy and paste feature for the progress statement to save time during this process.
4. I’m stuck at an invalid error while trying to enter a consumer’s ID number?
Click OK on the error and then backspace over the number that caused the error. This means the consumer number you entered is not in your consumer list.
5. Why is a particular consumer not in my list?
You are given access to a consumer if your agency is case responsible (meaning we received and keyed an “Assignment of Case Responsibility” form or your agency has an approved authorization that is less than 6 months old. The consumer could have gone to another provider or maybe they have been a Medicaid consumer and were never properly registered with Western Highlands. The "Reset Client List" button on the front screen will add any new consumer that you just submitted an assignment of case responsibility form on.
6. What is the file upload feature of CCIS?
This feature allows you to insert a document directly into the CCIS Electronic Medical Record (EMR) instead of faxing the document to us. It can be used for any of the additional forms that we request like the PCP or UR forms. You must be able to convert the document to a PDF file to use this feature. This feature needs to be requested by your agency’s supervision. See the procedures/Instructions section for details. Do not use this feature for forms that we have a specific button for, like the SAR or IPRS target population form.
7. What do I do when my CCIS password expires?
You need to email or call the Western Highlands Information Systems Help Desk. Please tell us your User ID (login) name, it will be something like acme0012. Please do not email passwords. Our email address is
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The phone number is 828-225-2785 ext 2121.
8. When I try to log into Netsmart all I get is another window with a Log In again button?
The pop up blocker has engaged. Click the Log In again button then click on the tools menu, go to the Pop-up Blocker menu and click turn off pop-up blocker.
9. Why do I only have the SAR button available?
Your agency is not case responsible for the consumer in our system. You have access to the consumer only because you have an approved authorization. The consumer may have gone to another agency or you are providing only an ancillary service.
10. Should I use CCIS for a consumer that does not meet any IPRS target population?
No, to get paid for the assessment when you do not intend to activate the consumer submit a paper assignment of case responsibility form and DCCI to the access fax, 225-2782.
11. Do I use the same electronic SAR form for initial and ongoing authorization requests?
Yes, just add the narrative “Initial request” in the text field labeled “Indicate progress or lack of progress toward treatment goals” if this is an initial request. Initial requests can be back dated up to 5 business days.
12. How do I print or reprint a document that was previously saved?
Printing the document during the save procedure is the easiest method however all saved (snapshot) documents are in the EMR (Electronic Medical Record). Click the button labeled “Display EMR”. Click Next at the bottom, if you click the check box in the view column and then next at the bottom you can view anything previously saved. At the bottom of every form there’s a print button to reprint the document.
13. How do I request additional units on an existing authorization?
On the SAR tool, in the “Services Authorized” section there’s a button labeled “Req Add Units”, use this feature to request more units if the lapse date has not expired. Include a brief summary of the reason in the “Indicate progress or lack of progress...” section. Please write in the “Indicate progress or lack of progress...” section if you wish to have the original authorization lapsed early for a new authorization, or add units to the current authorization. You will receive warning that the date range is in the past, just click “Continue” at the bottom and press on with the “Submit” button back on the front screen.
14. I completed the STR (or WH completed a screening) and the LCAD button is still not available?
The STR is required if there has been more than 60 days without a billable IPRS service. If the last STR (or WH screening) is more than 60 days in the past a new STR is required, use the “STR Only” option on the STR, the “Registration Only” option does not meet the requirement. The screening date is used to calculate the 60 days, not the date you completed the form.
15. Can I use CCIS to discharge a consumer?
No, Discharges still need to be done on paper and faxed to us. Just fill out the last page of the LCAD and fax it to 225-2784.
16. I received an error trying to log in that says “MAXIMUM SESSIONS EXCEEDED"
This error comes from your user ID already being logged onto our system more than once. If you use the X to close a window instead of the signoff button or stay logged in without actually working and time out, or your internet connection gets interrupted this can happen. When you get this error call or email the helpdesk and we can clear the session, please include your login ID (not password).
17. How do I access my provider outbox?
When you first log into the secure website you should see an icon labeled "Client Shares", it may also be labeled "Provider Shares". Click that icon, an Inbox and Outbox folder should appear. The inbox should only be used for depositing 837 billing files. Double click the outbox folder to open it, it contains an LON folder and a WHN Admin Closings folder with text files. The files in the LON folder are the same ones you may receive by email.
17. How can I check the status of a Service Authorization Request (SAR)
Western Highlands sends a “Letter of Notification” or “LON” by email when an authorization request is approved, pended, rejected or denied. In today’s world of evolving SPAM filters these emails do not always make it to their recipient so you should not depend on the email as your primary means of staying on top of your requests. CCIS allows you to check the status of a request, this status is usually updated within 3 – 5 business days from the time you submit the request. CCIS offers three ways to check the status of your SAR. First, from the “WH CCIS - Consumer Applications” menu use the SAR button to view the status of all requests for a particular consumer. The “Show Detail” check box will allow you to read any specific feedback from Western Highlands staff. You can also view copies of the LON notices from the “Client Shares” outbox; they are inside the LON folder. Finally there are reports available from the menu “WH CCIS - Reporting Tools” that will allow you to view the status of all requests for your agency on an Excel spreadsheet. The report labeled “Current Non-Approved Auths” would be helpful for staying on top of pended requests.
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