The following article covers the best method for troubleshooting red, "not found" license alerts.
In a recent release, we updated our license alerts to include notes directly from the ProviderTrust verification team to help troubleshoot and solve license alerts that were not found on the primary source. These internal notes had long been available internally to our client success team, but we have now made these available directly to our clients to reduce the need to wait for a support member to provider further detail and address the issue more efficiently.
Let's begin by reviewing the method that ProviderTrust verifies credentials. As part of our verification process, clients are responsible to upload all provider data including:
- First Name
- Last Name
- License Type (Ex: Registered Nurse, Licensed Clinical Social Worker)
- License Issuer (State or Private Board)
- License Number (RN12354)
Depending on the source, there may be other data required to complete verification such as social security number or address, city, or state.
During license verification, several attempts are made to locate a provider's credential. When our automated verification tool is unable to locate a credential, it is then prioritized by an individual on the verification team to take an additional deep dive. Below are examples of reasons why a license may be returned as "Not Found" and verification notes you may see.
Below are examples of the notes you may see in a "Not Found" license alert.
License number invalid
License number [number client gave] did not return a result on the [state board] website. A search done using [client name] on the [state board] website returned a result for [license type] [license number.] Since there is no relation between [client provided license #] and [board reported license #], we cannot confirm that these are the same license holders.
Explanation: Verifiers have marked the credential as Not Found due to the fact that the license number provided by our client does not match the license number we found on the source for an individual by the same name. We have built-in logic that will allow for some variation in the originally entered number and still return a found result. For example, RN1234 will still be found if the number is 1234. However, if the number is completely different such as Client Provided RN1234 and the source showed a license number 72923, we cannot return that license as found.
To Address: We encourage our clients to use these notes to review if a license number was entered in error and either edit the license data either in passport and/or the source of truth for credential data at your organization such as an HRIS to correct. Once we receive the update, we will re-verify the license and, if found, we will update the system accordingly.
License type mismatch
License type [passport] was not found on the [state board] website. The [state board] reported license type is [board listed license]. This license type mismatch caused a Not Found.
Explanation: the license type provided by the client does not match the primary source. We find this to be especially common in credentials that have a wide variation in names and levels such as Social Work. As each state's licenses may have a slightly different meaning for what's allowed within their practice. It is imperative that the exact license type is provided for each provider. For example, if the license type entered is "Licensed Clinical Social Worker" but the type on the board is "Social Worker," that often indicates a different level of education, practice hours, and authority.
To address: We encourage our clients to review if this is the correct license type and edit the license data either in passport and/or the source of truth for credential data at your organization such as an HRIS. Once we receive the update, we will re-verify the license and, if found, we will update the system accordingly. It will be important that you also determine the license type still meets the criteria for the provider to perform their responsibilities as well.
Not found/ Not clear why
License number [passport] resulted in not found on the [state board] website. A search was also performed using [client name] and the result was not found. A search was also performed using [client SSN] and the result was not found. A search was also performed using [passport license # minus prefix], taking the prefix from the original license number, and the result was not found.
Explanation: the license data is unable to be located on the primary source including additional attempts using name or variations of a license number. The verification team is unable to provide any additional context regarding how to locate this item.
To Address: We recommend you speak directly to the provider or follow your HR or Compliance plan to ensure the provider is properly credentialed to perform their responsibilities.
Reviewing Historical "Not Founds"
With this new functionality, we recommend that you review any previously revolved alerts that remain in a license severity of "Not Found".
To do this, begin by logging into Passport > "Monitor" > Filter Severity to "License - Not Found"
This will display all alerts that remain with a "Not Found" result. Click "View" to see additional notes from the verifiers in each alert. Once a license is found, the license will change from "Not Found" to it's new status based on the verification.
If you have any questions or feedback regarding the notes provided by the verification team, please reach out to email@example.com or call at 615-938-7878 ext 1.