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RESOLVED: Sunflower Provider Portal Upgrades

Date: 10/15/21

Account Creation Emails & Password Reset Emails Delayed, Undelivered

A MESSAGE FOR ALL SECURE PROVIDER PORTAL USERS

Resolved as of Oct. 15, 2021

Sunflower Health Plan has become aware of Secure Provider Portal issue related to a planned upgrade.

Providers were experiencing email delays, which began around 10 a.m. CT on October 13. This delay in delivery prevented users from setting their new passwords within our EntryKeyID system. In some cases, the emails arrived with such a delay that the one-time link for setting a password expired before the user could set their password.

Resolution

Please be advised:

  • If you have not requested an email within the past 1-2 days, you should complete the account recovery process again to trigger a new email to be sent.
    • While most emails are delivered in less than a minute, some carriers still have delays.
  • The user should first look in their spam, junk or quarantine folders.
  • If you are unable to locate the email within 10-15 minutes, you should consider that the email may be blocked by your internal mail system.
    • To resolve this issue, users are advised to contact their help desk to explain that they are expecting emails from no-reply@mail.entrykeyid.com to set their account password.

Updates

Any future notification and additional information regarding the above item will be shared to providers as follows:

If you have questions about this bulletin or other provider resources, please contact your Sunflower KanCare Provider Relations Representative:

Or call Customer Service at:

  • Sunflower KanCare Medicaid: 1-877-644-4623 (TTY 711)
  • Ambetter from Sunflower Health Plan (Marketplace): 1-844-518-9505 (TTY 1-844-546-9713)
  • Allwell from Sunflower Health Plan (Medicare Advantage):
    • HMO 1-855-565-9519
    • HMO D-SNP 1-833-402-6707
    • PPO 1-833-696-0634
    • TTY: 711