Support & System Requirements

Support

Prior authorization request (PAR) submissions or responses

Please contact the Medical Director’s Office at MedicalTreatmentGuidelines@wcb.ny.gov. To better assist, please provide the following information when sending your email:

Name
Phone number
Email
Detailed explanation of issue (must include case number, PAR ID, or other relevant information if this is regarding a specific request or case)
Screenshot(s) of the specific issue/error

You may also call the Medical Director’s Office helpline at (800) 781-2362. When calling, please have the relevant information listed above ready.

Authorization status and your ability to submit PARs

Please contact Provider@wcb.ny.gov.

Form HP-1.0 submissions

Please contact DisputedMedicalBills@wcb.ny.gov.

Technical issues

Please contact WCBTechnicalSupport@wcb.ny.gov. So that we may better assist you, please provide the following information when sending your email:

Name
Phone number
Email
Board assigned user ID
Name of application (Medical Portal, OnBoard, etc.)
Device used to access application (Windows PC, Mac, smartphone, tablet)
Browser used to access application (Chrome, IE, Edge, Safari)
Approximate time of error
Detailed explanation of technical issue (must include case number, PAR ID, or other relevant information if this is regarding a specific request or case)
Screenshot(s) of the specific issue/error

System requirements

OnBoard will run on Windows, Mac and Linux operating systems via a supported web browser. Supported browsers include the latest versions of Google Chrome, Mozilla Firefox, Microsoft Edge (Chromium) or Safari (see list below). OnBoard: Limited Release is not supported on mobile devices at this time; however, OnBoard will include mobile device capability when the system is fully implemented.

*Internet Explorer 11 will not be supported for OnBoard use.