NATIONAL HEALTH INSURANCE AUTHORITY

Y o ur access to healthcare

GUIDELINES FOR SUBMISSION OF CREDENTIALING

APPLICATIONS THROUGH THE NHIA WEB PORTAL
Table of Contents

1.0. The Credentialing Web Portal ............................................................................................................. 3

2.0. Account Creation Process .................................................................................................................... 4
3.0 Application Submission Process........................................................................................................... 5
3.1. New and Existing Healthcare Facilities ......................................................................................... 6
3.1.1. New Healthcare Facilities .............................................................................................................. 6
3.1.2. Existing Healthcare Facilities ........................................................................................................ 6
3.2. Filling of Application Form ............................................................................................................. 7
3.3. Invoice for Payment of Credentialing Fees .................................................................................... 8
3.4 Submission of Proof of Payment .................................................................................................... 10
4.0 Monitoring of Application Status ....................................................................................................... 11
5.0 Account Password Reset ..................................................................................................................... 12

Kindly contact the Authority by sending an email to [email protected] should there be any
challenges with the credentialing application process.
1.0. The Credentialing Web Portal

The HP Web Portal is an online platform that allows healthcare providers to submit, track and manage
their applications as captured in the Credentialing Database of the National Health Insurance
Authority (NHIA).

The Web Portal allows a unique user account to be created for each provider to enable the:
• Submission of applications for one or more facilities
• Progress monitoring of applications
• Viewing and management of respective credentialing statuses of facilities assigned to the user.

The Web Portal requires each healthcare provider to submit:

• A valid and official email address of the facility (this will be used to create an account for the
entire lifetime of the facility)
• A valid license from the facility’s primary regulatory agency
• Valid documentation personal identification numbers (PINs) and certificates of all healthcare
professionals permanently employed at the facility.
• Any other documents as mandated by the NHIA

Each healthcare provider is also required to have the following for operating the Web Portal
• A computer
• Internet Access
• Browser

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2.0. Account Creation Process

To submit a credentialing application via the NHIA Credentialing Web Portal, a healthcare provider
must have an account created for them. To create an account:
1. A provider must send an email to [email protected]
2. In the email, the provider must provide the following information:
a. Name of facility: This is the official name of the facility as it appears on all valid
documents
b. Name of applying officer or portal manager: This is the name of the person
designated by the facility to conduct all NHIA credentialing application functions
c. Valid email address: This will be used to create an account for the entire lifetime of
the facility under the NHIA
d. Telephone number: This is a valid phone number of the facility that can be reached at
all times for credentialing application enquiries.
e. Type of Insurance: This is where the healthcare provider indicates whether the facility
will be providing services for NHIS members only, PHIS members only or both.
f. Specific location of facility: For existing facilities, this is the political district and the
region within which a healthcare provider is located. For new facilities, this constitutes
the above, as well as the exact geographic location (e.g., Ghana Post GPS address) of
the facility.
3. The provider must also attach the following to the email:
a. Copy of certificate from regulatory agency: This is a scanned copy of the license to
operate provided to the facility by the relevant regulatory body (e.g., HeFRA, Pharmacy
Council, etc.)
b. Copy of Business Registration Certificate: This refers to the registration certificate
provided to healthcare providers by the Registrar General’s office.
c. Evidence of membership with faith-based or quasi-government institutions:
Facilities that have affiliations with CHAG, Ahmadiyya Mission, other religious bodies
or quasi-government institutions must also attach evidence of these affiliations (such as
membership certificates) to the email request.

Kindly contact the Authority by sending an email to [email protected] should there be any
challenges with the credentialing application process.
3.0 Application Submission Process

1. Once an account has been successfully created for a healthcare provider, login details will be sent
to the email address provided during the account creation stage (see 2.0 above). A link to the
NHIA Web Portal (https://credentialing.nhia.gov.gh/login) will also be provided in the same
email.
2. A healthcare provider may then proceed to application submission by following the link to the
online portal. On clicking the link, a landing page will be displayed as in Figure 1 below:

Figure 1: Web Portal login page

3. After the unique login details are entered, the provider arrives on a welcome page as in Figure 2
below:

Figure 2: Welcome Page

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3.1. New and Existing Healthcare Facilities
3.1.1. New Healthcare Facilities
Facilities applying for the first time to the Authority must submit their credentialing applications
as new applications. For such a facility, select the Application button on the Welcome Page,
select ‘New Application’ (Figure 3) and proceed with the rest of the process.

Figure 3: New Application tab

3.1.2. Existing Healthcare Facilities

This refers to facilities who have previously been credentialed by the Authority in any capacity.
Existing facilities may apply for renewal, upgrade, or additional services. For such a facility,
click on ‘My Facilities’ (Figure 4) and then select the appropriate application category to proceed
with the application.

Figure 4: My Facilities tab

Kindly contact the Authority by sending an email to [email protected] should there be any
challenges with the credentialing application process.
3.2. Filling of Application Form
1. Providers may then proceed to fill the credentialing application forms by entering information
onto the HP Information page (Figure 5). All fields with * are mandatory fields and need to be
completed before the provider can proceed with the application.

Figure 5: HP Information Page

Kindly fill out the application form accurately, ensuring to capture details of all professional
healthcare staff engaged at the facility. Click on the ‘Next’ tab to move through the application
form to enter all facility and staff details.
2. To save incomplete data on the form, click the “Next’ tab and return to the page using the
‘Previous’ tab. All data previously entered will be saved and the provider can continue with the
data entry process.

3. After completion of the application form, providers arrive at a page where documents for the
facility are to be attached. Providers are to attach all required documents in PDF format only.
Please note that each attachment must not exceed 5MB in size.
Documents to be provided must be attached in the following sequence:
a. Scanned copy of Certificate of registration of facility with the Registrar General’s
Department (for private facilities).

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 b. Scanned copy of Certificate of registration and proof of retention of facility with
appropriate regulatory body (HeFRA, Pharmacy council etc.).
c. Scanned copy of evidence of membership with faith-based or quasi-government
institution (where applicable).
d. Scanned copies of certificates of qualification of all professional healthcare staff, as
well as proof of retention of these staff with their respective regulatory bodies
(NMC, MDC, AHPC, TMPC etc.). This should be as one single PDF document.
4. Once all documents have been attached, the provider can preview the information captured on
the form in a pop-up box. The provider can then check to ensure that all the provided information
is accurate. Click the ‘Finish’ tab to complete the form.

NB1: Please note that once the ‘Finish’ tab is clicked, no further edits can be made to the application
form.

After this stage, the provider is returned to the welcome page (Figure 2). The process may continue
with the generation of an invoice for payment of credentialing fees.

NB2: Please note that the application has still not been submitted to the Authority at this point.

3.3. Invoice for Payment of Credentialing Fees

1. After the application form has been thoroughly filled and all required documents have been
attached successfully, a provider must generate an invoice for payment of credentialing fees.
2. To generate an invoice, select ‘My Applications’ tab (Figure 6) on the welcome page.

Figure 6: My Applications Tab

Kindly contact the Authority by sending an email to [email protected] should there be any
challenges with the credentialing application process.
3. Here, a list of applications will be displayed for the provider (Figure 7) and the application being
worked on can be seen. An invoice can be generated by clicking on the ‘Generate Invoice’ tab on
the right side of the facility’s display (Figure 7).

Figure 7: My Applications List (with Generate Invoice Button highlighted in box)

4. The generated invoice, a sample indicated in Figure 8 below, contains all the data required to pay
credentialing fees to the Authority. Please pay careful attention to the details captured in the
invoice.

Figure 8: Invoice for Payment of Credentialing Fees

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3.4 Submission of Proof of Payment
After depositing the required amount into the Authority’s account with the generated invoice,
proof of payment must be attached to complete the credentialing application.
1. Return to the portal and select ‘My Applications’.
2. When the list of applications appears, select ‘Capture Payment Details’ by clicking the button
in the box in Figure 9 below.

Figure 9: Enter Payment details button

3. A popup box (Figure 10) will appear where required payment details are to be captured.
Payment details are all available on the pay-in slip provided by the bank. The pay-in slip
provided by the bank should also be attached as a PDF document during this stage

Figure 10: Payment details capture

Kindly contact the Authority by sending an email to [email protected] should there be any
challenges with the credentialing application process.
4.0 Monitoring of Application Status
Providers can monitor the progress of their credentialing application once the application is
successfully submitted. The submission process is deemed complete once all the above steps have
been completed and evidence of payment has been submitted to the application.

Status of each application can be monitored by viewing the ‘My Applications’ Page (Figure 11).

Figure 11: Display of Status of Credentialing Application

The possible statuses that may appear against an application are outlined in Table 1 below:

POSSIBLE STATUSES OF CREDENTIALING APPLICATION

NO STATUS DEFINITION
1 PENDING Application is incomplete. Provider must complete application form
before proceeding further
2 PENDING PAYMENT SUBMISSION Provider to submit evidence of payment of credentialing fees after
application form has been completed
3 PAYMENT SUBMITTED: PENDING Authority to verify payment made by provider before application can be
PAYMENT VERIFICATION processed
4 PENDING REVIEW Application to be vetted after payment verified
5 ON HOLD Vetting indicates that provider must submit additional
documents/information to the authority. Provider will be contacted via
phone call or email to produce the required documents/information
6 PENDING APPROVAL FOR Vetted application to be reviewed for assessment or desktop renewal.
ASSESSMENT Unapproved applications are returned to ON HOLD above
7 IN ASSESSMENT Facility to be inspected following approval of vetting
8 AFTER ASSESSMENT Information captured during assessment to be synced with application
information
9 PENDING APPROVAL FOR Application and assessment information to be reviewed by Management
CREDENTIAL of the Authority
10a APPROVED CREDENTIAL Credentialing approved after assessment. Provider to be communicated
to on next steps
10b DESKTOP APPROVED Credentialing approved after desktop review of application. Provider to
be communicated to on next steps
10c REJECT CREDENTIAL Credentialing rejected after assessment/desktop review. Provider to be
communicated to on next steps
11 PENDING CERTIFICATE Authority to distribute credentialing application outcome to provider
Table 1: Definitions of Statuses of Credentialing Applications

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5.0 Account Password Reset
1. Once an account holder wants to change (update) login credentials, login first to the web portal
application and from the homepage, click on the “Change Password” tool as shown in Figure 12.
Providers are also advised to change password after the first login to the portal.

Figure 12: Password Reset

2. After clicking on the ‘Change Password’ icon, the form below opens (Figure 13). The user is
required to enter his/her current password, the new password to use and to confirm the new
password by re-entering it.
3. Click on “Update Password” to save the record.

Figure 13: Change password form

Kindly contact the Authority by sending an email to [email protected] should there be any
challenges with the credentialing application process.