Only accredited and connected healthcare providers get access to the M-TIBA platform.

If your facility is accredited, your administrator creates accounts for provider support teams. Contact your internal system administrator or practice manager to request access. Once created, you'll receive an email with setup instructions.

1. Go to https://portal.mtiba.com/
‍2.Click "Forgot Password"
‍3. Enter your registered work email address
4. Check your email for reset instructions (check spam folder if not in inbox)
5. Follow the link to create a new password

Password requirements: Minimum 8 characters with uppercase, lowercase, number, and special character

No.

M-TIBA requires your official work email for security, auditing, and organizational management purposes. Personal emails cannot be registered.

1. Check your spam/junk folder
2. Ensure you're entering the exact email address used during registration
3. Contact your facilities assigned M-TIBA administrator
4. If issues persist, email customercare@mtiba.co.ke with your name, provider facility name, and registered email

Basic personal information updates can be made through your profile settings.

For changes to professional details (role, department, permissions), contact your organization's administrator as these changes require authorization.

No.

Each user must have individual credentials for:
1. Security compliance
2. Activity auditing
3. Personalized dashboard views
4. Role-based permissions

Sharing credentials violates security policies and may result in account suspension.
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1. Click the "Providers" tab in the left-side menu
2. Select your desired clinic or branch from the list
3. The platform will refresh to show data specific to that location
4. Your current facility location is displayed in the top header
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Your access to the platform is role-based.

You may only see:
1. Clinics where you have been assigned
2. Specific departments you're authorized to access
3. Locations based on your approved permissions

Contact your administrator if you need access to additional locations.

1. Active: Currently operational and accepting patients
2. Inactive: Temporarily not accepting patients
3. Suspended: Contractual or compliance issues
4. Pending: Registration/onboarding in progress
5. Terminated: No longer contracted
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1. Navigate to the Patient Management section
2. Enter patient identifier (ID number, phone, or name)
3. The platform displays:
. Coverage status and limits
. Eligible services
. Any restrictions or copays
. Claims history

Minimum required information:
1. Full legal name
2. M-TIBA member ID or registered phone number

You can view:
1. Visit history within your organization
2. Diagnoses recorded in your system
3. Previous treatments and medications
4. Uploaded documents from your facility

Please note that full cross-facility medical history requires patient consent and may be limited by data sharing agreements

1. Verify spelling of patient details
2. Try alternative identifiers (phone number or membership number)
3. Contact your facility's assigned M-TIBA administrator
4. If still unresolved, contact M-TIBA support with patient details (respecting privacy regulations)
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1. Verify patient eligibility
2. Click "New Visit" in the Visits tab
3. Enter patient detailsSelect visit type (consultation, procedure, admission, etc.)
4. Click "Start Visit"

1. In Progress: Active visits where services are ongoing
2. Closed: Completed visits ready for or already billed

Please note that you can only add items to "In Progress" visits. "Closed" visits are locked for editing unless reopened by authorized personnel.

1. Open the visit record
2. Click "Add Items"
‍3. Use the "Add Another" button after each entry
4. Batch upload option: Use the template for multiple items (ask administrator for template)
5. Ensure each item has correct coding, quantity, and pricing

1. When adding billable items, enter the "Patient Share" amount
2. The system automatically calculates the claimable amount
3. Collect patient share directly from patient
4. Document collection in the system
5. Provide receipt through your normal billing process
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Required documents vary by service type but typically include:
1. Consultation notes
2. Lab/test results
3. Prescriptions
4. Procedure notes
5. Referral letters (if applicable)
6. Any other supporting clinical documentation

Check your specific contract for exact requirements.
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Typical deadlines range from 30-90 days from service date. The system shows deadline warnings as dates approach.
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Submission deadlines may vary by:
1. Payer/insurance company
2. Service type
3. Your specific contract

1. Navigate to "Claims" section
2. Filter by status: Submitted, Processing, Approved, Paid, Rejected
3. Click on claim for detailed status and notes
4. View payment information when claim is processed

1. Review rejection reason in claim details
2. Correct any errors (documentation, patient info)
3. Resubmit with corrections
4. If rejection seems incorrect, use the "Appeal" function
5. Contact your assigned M-TIBA adminstrator directly for complex issues

1. Approved claims are queued for payment based on payer schedule and contractual agreement
2. Payments are made to your organization's registered account
3. Track payments in the "Financials" section
4. Match payments to claims using reference numbers
5. Download payment reports for reconciliation

Recommended browsers:
1. Google Chrome (version 80+)
2. Mozilla Firefox (version 75+)
3. Safari (version 13+)
4. Microsoft Edge (version 80+)

Enable JavaScript and cookies for full functionality.
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1. Check your internet connection
2. Clear browser cache and cookies
3. Try a different browser
4. Reduce number of open tabs
5. Contact your IT department to check network issues
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1. Note the exact error code and message
2. Try refreshing the page
3. Log out and log back in
4. Clear browser cache
If persistent:
. Take screenshot of error
. Note what you were doing when error occurred
. Contact support - email: cutomercare@mtiba.co.ke / call: 0800721253(toll free) with these details

If using:
1. Chrome browser: Settings → Privacy and Security → Cookies and Site Data → Allow
2. Firefox browser: Options → Privacy & Security → Cookies and Site Data → Accept
3. Safari browser: Preferences → Privacy → Cookies and Website Data → Allow
4. Edge browser: Settings → Cookies and Site Permissions → Cookies and Data → Allow

No.

The M-TIBA platform requires continuous internet connection for:
1. Real-time eligibility checks
2. Live data synchronization
3. Security authentication
4. Immediate claim submission
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1. Open the visit record
2. Click the "Print" or "Export" button
3. Select format (PDF, print directly)
4. Configure printing options as needed

Ensure patient privacy when printing/ handling documents.

1. Immediately change your password
2. Contact your organization's security officer
3. Report to M-TIBA by emailing - privacy@carepay.com
4. Review recent activity in your account
5. Follow your organization's security incident protocol

Visibility depends on:
1. Your role and permissions
2. Patient consent settings
3. Organizational sharing rules
4. Payer access requirements
5. Regulatory requirements

You can see data access logs for entries you create.
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This may result in:
1. Claim rejection or delay
2. Compliance investigations
3. Required corrective training
4. In severe cases, termination of platform access

1. Requires special permissions
2. Needs documented justification
3. May be audited subject to payer rules
4. Generally allowed only for same-day corrections
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Closed visits can only be modified by:
1. Authorized billing personnel
2. With appropriate permissions
3. Following audit trail requirements
4. With documented reason for modification

All modifications are to be logged and attributable for audit purposes.
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1. Contract details available in:"Contracts" section under your provider profile
2. Documentation from your administrator
3. Payer-specific rulebooks (when applicable)
4. Regular updates from contract management

Always verify current terms as contracts may update.

If you need specific support contact:
1. Toll-free: 0800 721 253
2. Email: customercare@mtiba.co.ke
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Immediate Support Channels:
1. Platform Help Button: Located in bottom-right of screen
2. Email: providersuccess@carepay.com
3. Admin Contact: Your organization's assigned M-TIBA administrator
4. Emergency: Critical system issues only – contact your assigned administrator for emergency contacts
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‍Before Contacting Support:
‍1. Check if your question is answered in this FAQ
2. Gather relevant details (error messages, patient IDs, visit numbers)
3.Take screenshots if applicable
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