FAQ

PruBSN Health Link is a web portal that enables hospital staff to have quick access to PruBSN Hospital Alliance Services (HAS) on the following information:
i. View Room & Board entitlement and Co-Takaful
ii. Check status of inbound and outbound documents
iii. Check status of Pre-Authourisation Letter (PAL)
iv. Printing of PAL
v. View important announcements by PruBSN
vi. Download forms (Pre-Authorisation Form, Top-Up Request Form)
vii. E-Invoicing Facility (upload payment documents for hospital payment)

User can perform self-reset/unlock username by clicking on "Forgot Password" link at the Login screen. A temporary password will be send to user's registered email.

User can perform self-reset/unlock username by clicking on "Forgot Username" link at the Login screen. The username will be send to user's registered email.

Please call PruBSN HAS Hotline or contact PruBSN – Hospital Network Team for assistance.

We have a designated PIC (your supervisor/manager) in each respective panel hospital that working closely with PruBSN - Hospital Network team. Please inform your designated PIC (supervisor/manager) and she/he will apply the access as per SOP set with PruBSN. Please note that each user should have their own dedicated user ID. Sharing of user ID is not permitted.

Please check with your hospital's IT department first and try fix or confirm time required to bring back internet service, before contact PruBSN HAS Hotline. If there is urgent cases, please contact PruBSN HAS Hotline and they will advise on the next step of action to be taken.

The case will be appear in Dashboard immediately. PruBSN Health Link will display the received date/time and claim number in the "Active Claims Listing" section. If received date/time and claim number did not appear after 30 minutes, please contact PruBSN HAS hotline for advice.

PruBSN HAS will try the best to revert each request within 60 minutes upon receiving full document.

User can retrieve the documents from "Archive Case" under the "Case Management" tab.

Each case with Final PAL or decline cases will still be visible for user under the "Active Claims Listing" for a period of 14 days; afterwhich all documents related to the case will be archived under the "Archive Case" for another 30 days. Once these 30 days duration is up, all documents will no longer be available in the "Archive Case" folder. User may request for the desired documents by contacting PruBSN HAS Hotline for assistance.

The maximum document size to be uploaded is 3 Megabyte (MB) inclusive E-Invoicing Facility. If exceed size limit, portal will not allow to upload, please reduce pages or file size.

Please upload:
i. Admission
-Completed Pre-Authorization Form Part 1 by patient
-Completed Pre-Authorization Form Part 2 : Admission Section by doctor
-Diagnostic and Investigation Reports (if any)

ii. Top Up
-Top Up Request Form (Estimated Cost, patient’s progress)
-Latest interim bill with breakdown charges
-Diagnostic and Investigation Reports (if any)

iii. Discharge
-Completed Pre-Authorization Form, Part 2 Discharge Section by doctor
-Final Bill/Tax Invoice with breakdown charges
-Diagnostic and Investigation Reports (if any)

iv. Amended Bill
- Amended bill with the patient or customer’s acknowledgement within 14 days from the last FAL issued date.

v. E-Invoicing Facility
- PruBSN Final Authorization Letter (FAL),
- Summary Bill/Invoice
- Any pending reports (e.g Histopathology (HPE) report, blood test, Culture & Sensitivity report)

No, please wait for report ready then upload. If hospital missed to upload the pending report, PruBSN will not process payment for the case. Payment team will contact the hospital to get the pending report

When wrong document is uploaded, the case will not be able to process payment. Hence, please check document first and ensure correct, before upload.
If wrong document is uploaded, please immediately call Payment Team. Payment team will manually exclude the case from the system batch and retrigger the case into E-Invoicing for hospital to reupload. All this need to be done on the SAME day, otherwise case will not be able to process payment.

PruBSN Health Link is a web portal that enables our panel clinic/laboratory to have a quick and secured access to submit medical reports and other documents to PruBSN.
Among the other benefits of the portaI are :

I.Minimize risk of lost documents
II. Instant and secure uploading of documents directly to PruBSN, which will also facilitate faster reimbursement
III. Easy access to softcopy of PruBSN forms, lab request forms, ECG reporting forms, and supplementary forms ( to update clinic's or doctor's info)
IV. Easy access to reference such as Medical Examination guidelines, standard medical fees, and standard blood profile fees
V. View important announcements by PruBSN
VI. All transactions within the portal are logged and clinic/laboratories can keep track of their transactions at any time

User can perform self-reset/unlock username by clicking on "Forgot Password" link at the Login screen.
A temporary password will be send to user's registered email.

User can perform self-reset/unlock username by clicking on "Forgot Username" link at the Login screen.
The username will be send to user's registered email.

Please contact PruBSN Panel Clinic/Lab Management team to raise the request to reset the password during office hours.

We have a designated PIC (clinic's doctor/manager) in respective panel that working closely with PruBSN Panel Clinic/Lab Management team.
Please inform your designated PIC (clinic's doctor/manager) and she/he will raise the request to PruBSN team.
Please note that each user should have their own dedicated user ID.
Sharing of user ID is not permitted.

User has to contact their local IT department first before notifying us using the PruBSN Panel Clinic/Lab Management team Hotline.
PruBSN Panel Clinic/Lab Management team will advise on the next step of action to be taken.

The case will be appear in Dashboard immediately. You can view the status of the document upload in the 'Transaction Report' section in the PruBSN Health Link.
If the record do not appear after 30 minutes, please contact PruBSN Panel Clinic/Lab Management team hotline for advice.

The maximum document size to be uploaded is 3 Megabyte (MB).