Question: I need a username and password to login to RadMD. How do I obtain one?
Answer: Click the “New User” button from the RadMD home page and submit an “Application for a New Account.” It is important that a prospective user complete the application in its entirety and select the appropriate description of your physician’s office, facility, hospital, or laboratory.
Question: I submitted an application for a new account. How long does it take before I can obtain access to RadMD?
Answer: Most new account applications are processed within minutes of submission of the application for a new account. All communication from Evolent will take place via the email address on the submitted form.
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Question: I work in a physician office, can I log in to RadMD?
Answer: Yes. However new users will need to submit an “Application for a New Account” by clicking on the “New User” icon on the RadMD home page and completing an application for a new account. Once access is granted, users click on the “Sign In” icon and enter their username and password to login.
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Question: I work in a facility, can I log in to RadMD?
Answer: Yes. Select “Facility/office/lab where procedures are performed” when completing your RadMD application for a new account.
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Question: How do I change my password?
Answer: Sign in to your RadMD account, click the arrow next to your username and then on the “Change Password” link. Enter your current password, then your new password, and click “Submit Password Change.”
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Question: I forgot my password. What do I do?
Answer: Click the “Sign In” icon on the RadMD home page and then the link for “Request a New Password.” Enter your Username and Evolent will send you an email with instructions on how to reset your password.
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Question: I am getting the error "Invalid Username or Password." What does this mean?
Answer: You have entered an invalid username and/or password. Re-enter and try again. If you do not have a username and password for RadMD, return to the home page, click the “New User” icon, and submit an application for a new account. You may also have disabled cookies in your web browser. If you are not sure how to enable cookies, please check with your company administrator.
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Question: When I am logged in to RadMD, sometimes I get a message that my session has been timed out. Why does that happen?
Answer: Whenever you are logged in for more than 20 minutes without activity, you will automatically be logged out. This is a necessary security measure and is mandated by the latest HIPAA regulations to ensure the integrity of all Protected Health Information.
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Question: How long are authorizations available for display on RadMD?
Answer: If the health plan is an active client with Evolent, you can view all authorizations using the various search functions, regardless of when the authorization expired.
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Question: : I am getting an error that states "There were no authorizations found" What does this mean?
Answer: It means that you tried to view an authorization (or multiple authorizations), but there are not any that matched the criteria you entered.
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Question: Why can't we view authorizations that are for our facility (or an affiliated facility, or a different site within our same company)?
Answer: If you are not seeing authorizations for a particular facility then we do not have Tax ID Numbers of all the facilities and sites affiliated with your company. Please contact us at
RadMDSupport@Evolent.com or call us at 877-80-RADMD (877-807-2363) M-F 5am-5pm Pacific. Evolent can add additional Tax ID Numbers to your account, as necessary.
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Question: When I login, my browser warns me the RadMD site wants to set a cookie. Why is this happening?
Answer: RadMD uses "session cookies" to store information about your current login session. These cookies are not saved on your computer and disappear when the browser is closed. Most browsers can be configured to prevent the cookie warning for session cookies.
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Question: What is a tracking number and how is it different from an authorization number?
Answer: A tracking number is a series of digits given to an authorization request that has not been reviewed or approved. Once an authorization request has been approved, an alpha-numeric authorization number is issued and supersedes the tracking number.
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Question: Do I need a RadMD account to check the status of an authorization request?
Answer: No. If you have a tracking number, you can enter it in the “Track an Authorization” box on the RadMD home page and click “Go” to view the current status of the request. If you wish to view additional details about the authorization request, you must login to RadMD.
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Question: I have a password key. Why can't I set my password?
Answer: In almost all cases, this is because your email reader cut off the end of the key. Please try entering the entire password manually.
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Question: Why am I getting an error stating that my health plan email address and state aren't recognized?
Answer: You received this message because you indicated that you were a health plan representative, but you entered an unrecognized combination of email address and state. Here are some common solutions:
- If you do not work for a health insurance company, change your application to indicate the correct user type and re-submit your application.
- If you do work for a health insurance company, then make sure that Evolent is currently active for your members. You cannot sign up for a RadMD account before the "go-live" date with Evolent.
- If the health insurance company for which you work is currently active with Evolent, we may not have your email address and state listed in our database correctly. Please contact the RadMD help desk at 877-80-RadMD (877-807-2363) M-F 5am-5pm Pacific to have your information added.
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Question: Are all health plans available for online authorization via RadMD?
Answer: Please contact
RadMDSupport@Evolent.com if there are health plans you wish to submit authorization requests for that do not appear in the post-login drop-down list on RadMD.
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Question: I have additional questions. Who can I contact?