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Frequently Asked Questions

General FAQ

  • What is SamaCare?
    • SamaCare is a healthcare technology platform that helps providers manage prior authorizations and other administrative steps required to get patients access to specialty medications. By bringing these workflows into one place, SamaCare helps care teams spend less time on paperwork and more time supporting patients. 
  • Is there a cost to using SamaCare?
    • There is no cost to practices to use the SamaCare platform

  • How long does it take to get started with SamaCare, and what training is provided?

    • Implementation timelines vary based on how quickly a practice can provide the necessary information, with some practices getting started in as little as two weeks.
    • SamaCare provides live virtual training during implementation and for new users as they join. Training covers everything from basic navigation to key platform features.
  • If I'm interested in learning more, who should I contact?
  • How can practices that use SamaCare get support?

    • Each practice has a dedicated Customer Success Manager for ongoing support. Users can also reach the SamaCare team via live chat, available Monday–Friday from 9 AM–5 PM ET, or by email at help@samacare.com.

How SamaCare Works FAQ

  • What can I do in SamaCare?
    • SamaCare helps your practice manage prior authorizations in one place, including submitting requests, tracking progress, reviewing payer responses, and managing next steps.
  • Will SamaCare create prior authorizations on my behalf?

    • SamaCare does not generate prior authorizations on behalf of practices. Instead, it streamlines the process by automating data entry for information like patient demographics, prescriber details, and practice information.

    • Practices are still responsible for completing and submitting the PA, while SamaCare helps make the process faster, easier, and more accurate.

  • Does SamaCare reduce payer response times for prior authorizations?
    • SamaCare does not change a payer's internal process or response times. Instead, we help streamline the overall authorization process by submitting requests in the payer's preferred format, digitizing responses, and making it easier to identify and follow up on delays.
    • For supported drugs, prior authorizations are generally resolved faster on average due to optimized workflows and direct payer relationships.
  • Does using SamaCare change a payer’s PA requirements?
    • No. Payers determine their own PA requirements. SamaCare helps your practice navigate those requirements and submit requests in the format the payer expects.
  • Does SamaCare work differently depending on the payer or medication?
    • It can. Requirements and submission processes vary across payers, plans, and medications. SamaCare accounts for these differences and guides users through the appropriate workflow.
  • What should I expect after submitting a PA through SamaCare?
    • Once submitted, you can track the authorization in SamaCare and review updates as they become available. If additional action is required from your practice, you can manage those next steps from the platform.
  • Can I cancel an authorization that was already submitted without contacting the payer directly?

    • This functionality is not currently available in SamaCare. To cancel an authorization that has already been submitted, we recommend contacting the payer directly.

  • Can we change our practice's assigned SamaCare Fax number?

    • At this time, the fax number assigned to your practice cannot be changed.

  • Do I still need to communicate directly with payers when using SamaCare?
    • In some cases, yes. SamaCare streamlines communication and centralizes PA activity, but there may still be situations where your practice needs to contact a payer directly.
  • Can my team collaborate on prior authorizations in SamaCare?
    • Yes. SamaCare is designed to support practice teams, allowing users to manage and follow authorization activity from a shared platform.
  • Can I use SamaCare for all of my practice’s prior authorizations?
    • SamaCare supports a broad range of medications and payer workflows, but support may vary. If you’re unsure whether a specific authorization can be managed through SamaCare, you can check within the platform or contact SamaCare Support.
  • How does SamaCare help my practice stay organized?
    • SamaCare centralizes PA activity so your team can see requests, statuses, payer responses, and required next steps in one place.
  • When should I contact SamaCare Support versus the payer?
    • Contact SamaCare Support for questions about the platform or an authorization you’re managing in SamaCare. Questions about coverage decisions, benefits, or payer-specific policies may require contacting the payer directly.

Account: Logging In FAQ

  • What are the requirements for a SamaCare password?

    • At least 14 characters.
    • At least 1 special character (i.e. #, $, @, %).
    • At least 1 uppercase character (A-Z).

  • How do I recover which email address I used to set up my SamaCare account?

    • If you’re unable to log in to SamaCare and aren’t sure which email address was used to set up your account, contact an admin at your institution to confirm it. If needed, an admin can also update the email address for your account in the Practice Settings tab.

      You can also contact SamaCare Support by email at help@samacare.com or through the live chat widget in the bottom-right corner of the screen. Our team can help confirm which email address is associated with your account.

  • What if I forgot my password and can’t get logged in?

    • Select Forgot Password? to reset your password. You’ll receive an email with a verification code. Enter the code, create a new password, and then log in using your updated password.
  • How long is the temporary password available before expiring for a new user?
    • This temporary password in your email will expire after 7 days.

  • What if my temporary password has expired?

    • Contact SamaCare Support by email or through the live chat widget in the bottom-right corner of the screen. Our team can send you a new temporary password.
  • How long is the “Forgot password?” link available before expiring for an existing user?
    • The link in the email received using the “Forgot password?” option will expire after 1 hour.
  • What if my “Forgot password?” email link has expired?
    • You will need to navigate to the login screen and select “Forgot password?” again to resend a new link.
  • What if I do not receive the verification code email when creating my new account or using the “Forgot Password” option as an existing user?
    • Select Request new code if you’re creating a new account, or Resend if you’re an existing user. If you still don’t receive the email after checking your inbox and spam or junk folders, contact SamaCare Support by email or through the live chat widget in the bottom-right corner of the screen.

  • What if I am a new user and did not receive the email with a temporary password to set up my account?

    • If you don’t receive the email with your temporary password, contact SamaCare Support by email or through the live chat widget in the bottom-right corner of the screen. Our team can send you a new email with a temporary password.
  • What if I am an existing user and did not receive the email for the “Forgot password?” feature?
    • Make sure you’re using the email address associated with your SamaCare account. An admin at your institution can confirm the email on file in the Practice Settings tab. If the email address is correct and you still don’t receive the email after checking your inbox and spam or junk folders, contact SamaCare Support by email or through the live chat widget in the bottom-right corner of the screen.
  • Is my email or password case sensitive when logging into SamaCare?
    • Emails are not case sensitive, while passwords are case sensitive.

  • What if I am a new user and my temporary password is not working to set up my account and stating “Incorrect username or password”?

    • Make sure you copy the entire temporary password from the email. Some temporary passwords end with a period, and that character must be included. Temporary passwords are always 8 characters long. If you still receive an error, contact SamaCare Support by email or through the live chat widget in the bottom-right corner of the screen.

Sponsored Drugs FAQ

  • What does it mean for a drug to be a supported Drug on the SamaCare system?
    • Supported Drugs are ones where SamaCare is working directly with the drug company to reduce the administrative issues that can result in delays and denials. SamaCare applies unique proactive and reactive measures to ensure that Supported Drug authorizations have the best odds possible of reaching patients who need them as soon as possible.
  • Why are certain drugs on the SamaCare system considered "Supported Drugs" while others are not?
    • Practices can use SamaCare for prior authorizations for medical benefit drugs -- as long as the drug has been on the market for at least 18-24 months. Beyond this, drug companies are beginning to partner with SamaCare to help further support PAs; in these instances, these drugs are considered "Supported Drugs", which means that SamaCare has access to additional levers to help streamline the PA process.  
  • What specifically changes for the Supported Drugs?

    • SamaCare applies proactive and reactive measures to keep authorizations on track. These include:

      • Pings to the payer to ensure: a PA request was received; that the payer has the information needed to adjudicate the authorization; and that a payer response has been communicated back to the practice.
      • Live status updates that the practice can easily track to see communications to the payers, requests for more information, and updates on the status of each authorization.
      • The ability for practices to request, with a simple click, additional support on outstanding prior authorizations.
  • How does Supported Drug status affect PA delays?
    • To reduce the impact of PAs to patients for Supported Drugs, SamaCare focuses on what we call "wayward" PA requests --the 37% of requests that take much longer to get a final approval from the payer.
    • By applying the tactics above, SamaCare has found that it can halve the time-to-approval for wayward requests, from an average of 9.5 days to 4.4 days, based on internal studies we've done.
    • This overall reduction in time-to-approval (though not a guarantee) makes it more likely that patients will receive the best treatment in the timeliest manner, and that practices will experience the least disruption possible from PA burdens.

  • Can I use SamaCare for drugs that are not "Supported Drugs"?
    • Yes absolutely, practices can use SamaCare for all drugs, Supported or not. Most practices have found that even without this additional support, SamaCare vastly streamlines their PA process. 
  • If I've been using SamaCare already, how will "Supported Drugs" affect my experience?
    • For drugs that are added as Supported Drugs, you will see the aforementioned features and support. For all other drugs, this will not impact your experience with SamaCare. 
  • Does SamaCare eliminate denials for Supported Drug PA requests?
    • We work hard to help prevent prior authorizations from receiving avoidable administrative denials. That said, Supported Drug PAs may still be denied, for example for clinical or other unavoidable reasons.
  • Does SamaCare try to push prescribers to use any particular drugs?
    • No -- SamaCare does not promote the use of any pharmaceutical product or particular treatment plan. All medication therapy and clinical decision-making shall be exclusively determined by the licensed prescriber.
  • How does SamaCare determine which drugs are Supported Drugs?
    • All drug companies have the opportunity to work with SamaCare. SamaCare is actively working to partner with as many drug companies as possible to ensure that no patient has their treatment experience impacted because of a difficult prior authorization.