Important updates

Carelon MBM will soon introduce multi-factor authentication (MFA) for its specialty benefits and post-acute provider portals

Beginning Q3 this year, Carelon Medical Benefits Management (MBM) will begin to roll out multi-factor authentication (MFA) for its specialty benefits and post-acute provider portals. A pilot group, consisting of MBM user experience group portal users will go first to be followed by a rollout schedule for our existing MBM and post-acute portal users that will be completed in waves Q3 through year end. New portal users who sign up with us starting in Q3 will automatically experience the new multi-factor authentication login process.

What is multi-factor authentication (MFA)?

Multi-factor authentication (MFA) is a multi-step login process that requires system users to enter their username and password followed by additional information such as a code sent to their email or phone. In some cases, the additional authentication step may involve answering a secret question that’s been set up ahead of logging in.  Another name that is commonly used for this type of authentication is two factor authentication or 2FA.

Why is MFA important?

Companies commonly use MFA authentication today to protect their own systems, but also to protect those using their systems. Requiring MFA helps protect all against security issues such as compromised login information and phishing attempts. A phishing attempt is an email that tries to obtain confidential information like credit card numbers, user names or passwords.

How can I stay informed of the rollout schedule and additional information?

Check our Provider Connection Portal updates blog page and our post-acute provider Welcome page regularly for the latest information and important dates tied to our MFA rollout.

Carelon Post Acute Solutions will begin operating as Carelon Medical Benefits Management on April 1, 2024

On April 1, 2024, Carelon Post Acute Solutions (formerly known as myNexus) will begin operating as Carelon Medical Benefits Management. While documents that use the Carelon Post Acute Solutions name today, such as determination letters and provider forms, will adopt the new name, there will be no changes in the way you submit a case or to the contact information you use for checking case status.

Please see below for a list of frequently asked questions (FAQs). Additional questions can be directed to our provider relations team using the contact information below:

Home Health Providers:

PAC-IM (Post-Acute Institutional Management) Providers:

DMEPOS Providers:

Thank you for your continued partnership.

Frequently asked questions
1. Will there be any changes to the Carelon Post Acute Solutions provider portal? 1. The name of our portal will be updated to reflect Carelon Medical Benefits Management branding. Additionally, the web address (URL) you use today will automatically redirect to a new Carelon site. There will be no changes to the case submission process.
2. Are any phone number changes planned as part of this transition? 2. No. Our inbound phone numbers will not change. The reference to Carelon Post Acute Solutions in recorded scripting will use the Carelon Medical Benefits Management name.
3. How will third party portals, such as Availity, be impacted? 3. There will be no change to the way you access these portals. Within the portals, any reference to Carelon Post Acute Solutions will be replaced with the new name. This may take some time to fully complete.
4. Will references to Carelon Post Acute Solutions on health plan websites and other materials be changed? 4. Yes. While you may continue to see the Carelon Post Acute Solutions company name on health plan websites for some time, these references will be updated over time through scheduled content update cycles.

If your office includes the Carelon Post Acute Solutions name in any materials or web properties, we encourage you to update them to Carelon Medical Benefits Management during your next update cycle.

5. Will information about Carelon Post Acute Solutions continue to be found on the corporate website? 5.  Yes. Post-acute care remains a Carelon solution and will be part of the Carelon Medical Benefits Management portfolio of solutions. You can learn more at
6. Will provider resources, such as key documents and the provider finder, be impacted? 6. Yes. Our provider resources will continue to be available through our corporate website, and our Provider Resources site. You can access the Provider Resources site here:
7. Does this impact provider agreements with Carelon PAS? Will I need to sign a new agreement? 7. No. There is no impact to provider agreements, and you do not need to sign a new agreement regardless of whether your current contract is with myNexus or Carelon Post Acute Solutions.
8. Do I need to complete credentialing again through Carelon MBM? 8. No. Providers will not need to re-credential until their normal credentialing cycle.
9. Will my claims be impacted? 9. No. Claims are not impacted. Payer IDs will remain the same.
10. Will I need to update my W-9? 10. Providers may need to update their W-9.  If you need an updated Carelon MBM W-9, please contact the Carelon Provider Relations department at

Carelon Post Acute Solutions

105 Westwood Place | Suite 400 | Brentwood, Tennessee 37027
Provider call center phone: 844-411-9622

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An individual shall not be excluded from participation in, be denied the benefits of, or be subjected to discrimination on the grounds prohibited under Title VI of the Civil Rights Act of 1964, 42 USC § 2000d et seq. – PDF (race, color, national origin, sex, age, sexual orientation, gender identity, and disability), Title IX of the Education Amendments of 1972, 20 USC § 1681 et seq. – PDF (sex), the Age Discrimination Act of 1975, 42 USC § 6101 et seq. (age), or Section 504 of the Rehabilitation Act of 1973, 29 USC § 794 – PDF (disability), under any health program or activity, any part of which is receiving Federal financial assistance, or under any program or activity that is administered by an Executive Agency or any entity established under Title I of the Affordable Care Act or its amendments. OCR has enforcement authority with respect to health programs and activities that receive Federal financial assistance from the Department of Health and Human Services (HHS) or are administered by HHS or any entity established under Title I of the Affordable Care Act or its amendments. Carelon Medical Benefits Management employs industry standard information security systems including, but not limited to: Unified Threat Management (UTM), Vulnerability Threat Management (VTM), Data Loss Prevention (DLP), and Security Information and Event Management (SIEM), Email Encryption, and Secure Sockets Layer (SSL) certificates. Inquiries regarding Carelon’ information security and privacy policies, procedures or activities may be directed to the following individuals at 866-828-0337 or by email: Joe Thomas, Chief Information Security Officer, or Pamela Hursh, Privacy Officer.

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