Thank You for Your Support with the New MaineCare Partner Portal

The successful launch of enhanced MIHMS system functionality, the MaineCare Partner Portal, and updated call center phone menus represent a significant milestone for the Office of MaineCare Services (OMS) and our provider community. 

Since the launch, we have completed two full payment cycles on October 15 and October 21, and one partial cycle on October 19, totaling 590,000 claims paid to providers through the upgraded system. We are seeing prior authorization submissions, claims submissions, and portal log-in activities start to return to normal levels. These activities signal encouraging progress as providers, the Department, and Gainwell continue to navigate the transition. 

This achievement reflects an extraordinary amount of preparation, coordination, and collaboration across the Department and our provider community. 

In preparation for the MIHMS upgrade and MaineCare Partner Portal launch, OMS:  

  • Delivered 41 provider training sessions to more than 1,600 participants, and continuously updated training based on real-time feedback; more than 700 people have accessed online training recordings. 
  • Held five town halls to help providers take action on their portal accounts prior to go-live, resulting in our ability to migrate over 6,800 trading partner IDs and almost 10,400 user accounts. 
  • Issued more than 30 general provider communications to share updates, guidance, and resources, reaching almost 10,500 subscribers.   
  • Sent 2,600 targeted emails to providers about their portal accounts. 
  • Presented at four MaineCare Advisory Committee (MAC) meetings and to three provider associations/groups. 
  • Created a webpage section dedicated to the project, with a Frequently Asked Questions document that was updated 5 times according to real-time provider feedback. 

We recognize the important contributions of our provider associations, the MAC, and many providers who invested time in preparing for these changes. Your engagement and partnership helped make this milestone possible.   

As with any major system transition, we expect to discover some issues and to make minor improvements. We continue our efforts to identify, prioritize, and resolve issues. We remain focused on addressing issues as quickly as possible, supporting providers to successfully navigate the new MaineCare Partner Portal and related processes, and continuing to improve system performance and functionality. 

For all information about the recent changes to MIHMS, see the MaineCare Partner Portal section of the Provider Resources webpage. If you need additional support or training, please contact the MIHMS Training Team or call Provider Services at 1-866-690-5585. 

Thank you for your continued partnership, flexibility, and support throughout this transition.