Introduction
Meet Olivia, Cohere’s helpful portal chatbot! Our chatbot is designed to help you get answers to your questions directly from the portal. To access the chatbot, click on the purple chat bubble at the bottom right corner of the Cohere portal screen. Olivia can assist you with tasks such as managing authorizations, handling missing information, submitting new requests, and more. If you need additional support, you can also connect with a live chat agent from 9 am-5 pm ET Monday-Friday. Please have the tracking ID ready if you need help with a specific request; the agent may ask additional questions to verify the correct authorization or referral request.
What can the chatbot help with?
Olivia is here to help with various tasks related to your Cohere Health account. Below is a comprehensive list of the tasks the chatbot can assist with.
Managing Existing Authorizations and Referrals
Managing Existing Authorizations and Referrals
Editing an Authorization’s Details: Olivia can guide you through editing prior authorizations. Learn more.
Checking the Status of an Authorization: Get real-time updates on the status of your authorizations. Learn more.
Withdrawing or Voiding an Authorization: Olivia can walk you through how to withdraw or void an authorization. Learn more.
Adding Attachments to an Authorization: Need to upload documents? Olivia can walk you through adding attachments to your requests. Learn more.
Updating a Draft Authorization: Olivia helps you continue and submit your authorization drafts. Learn more.
How Requests are Reviewed: Olivia provides clarity on how your requests are reviewed and decisioned. Learn more.
Handling Missing Information
Handling Missing Information
Uploading Missing Information: If any documents are missing, Olivia can direct you on how to upload them. Learn more.
Olivia can also direct you to review criteria used in decisioning your authorizations, assisting you in understanding which documents need to be uploaded with your requests.
Required Documentation for Authorization: Olivia provides guidance on what documentation is required to submit an authorization. Learn more.
Creating New Authorizations and Referrals
Creating New Authorizations and Referrals
Creating a New Authorization: Olivia assists you in creating new prior authorization requests. Learn more.
Creating a New Referral: Need to create a referral request? Olivia will guide you through the process. Learn more.
Getting an Approval Through Cohere: Learn more about submission best practices.
Supported CPT Codes: Olivia provides resources on which codes should be submitted through Cohere. Learn more.
General Inquiries
General Inquiries
Finding the Admin for Your Cohere Account: Olivia can show you how to view your organization’s admin.
Admin Responsibilities: Are you a Cohere administrator? Olivia can provide resources on how to manage your organization’s account. Learn more.
Admin responsibilities include removing users, resending activation emails, and more.
Adding or Removing an Admin: Call the appropriate Cohere support phone number. Learn more.
How New Colleagues Can Register for Cohere: New team members? Olivia can guide you through registration. Learn more.
Additionally, if new team members need help learning how to use the Cohere portal, Olivia suggests attending or watching a recorded webinar session. Learn more.
How do I schedule a P2P? Olivia can help walk you through scheduling a peer-to-peer consultation. Learn more.
Technical Support and Assistance
Technical Support and Assistance
Password Reset and Contact Information Updates: Olivia helps you with password resets and updating your contact information. Learn more.
Why use the chatbot?
With Olivia’s help, navigating the Cohere portal is easier than ever. In the event that Olivia can’t fully address your question, she will offer a seamless transfer to a live chat agent (available Monday-Friday, 9 am - 5 pm ET). Remember, if you need assistance with a specific request, please have the tracking ID ready and be prepared to answer additional questions so our agent can verify the request. For issues outside of business hours, you’ll be advised on when to reconnect for live assistance.