Provider Chat: “Is Auth Required?” Tool Now Available

Highmark has continued to add features and functionality to Provider Chat since the service debuted in Pennsylvania in late 2024. The latest innovation is the “Is Auth Required?” automation tool, which is available in Pennsylvania and West Virginia starting on Jan. 26, 2026.

Using this tool, providers can quickly determine if an authorization is needed for specific services, thereby improving workflow efficiency and ensuring timely patient care.

Providers will input details (e.g., CPT code, diagnosis code, member ID) about the prospective treatment, and the chatbot will instantly return an answer or transfer to a live agent or customer service representative for complex use cases. Each interaction will provide a reference number for documentation, an enhancement that eliminates the need to speak to a live agent to receive such information.

We’ve added "Is Auth Required?" automation in an effort to continuously evolve Provider Chat, ensuring that it meets provider needs by leveraging smart technology. This addition streamlines access to immediate and accurate answers for common inquiries, ultimately empowering your team to dedicate more time to delivering exceptional patient care.

How to Access Provider Chat

Log into Availity Essentials, navigate to Highmark's Payer Spaces, and then click the Provider Live Chat tile to activate our 24/7 digital support tool … with live agents available during weekday business hours for more complex questions regarding benefits, authorization, and navigation.

NOTE: Effective Jan. 26, live agents will have a scheduled break between noon and 1 p.m. Hours of availability will now be 8 a.m. to noon and 1 to 5 p.m. ET.