TPA User Manual

March 2022
Contents
A. Disclaimer ......................................................................................................................................... 2

B. Introduction ...................................................................................................................................... 3

C. Registration and Logging In ........................................................................................................ 4

D. Invoice Submissions .................................................................................................................. 5

1. Expense Log ................................................................................................................................. 5

i. Adding a New Expense .............................................................................................................. 5

ii. Editing an Existing Expense .................................................................................................... 6

iii. Generating the POS Invoice Form ....................................................................................... 7

2. POS Invoice Form ....................................................................................................................... 7

E. Submission Status ......................................................................................................................... 9

F. Batch Upload.................................................................................................................................. 10

1. Enabling Batch Upload ........................................................................................................... 10

2. Filling out the Batch Upload file ........................................................................................... 11

3. Uploading the Batch ................................................................................................................ 11

4. Review .......................................................................................................................................... 12

G. Invoice Dashboard ................................................................................................................... 13

1. Incomplete .................................................................................................................................. 13

2. In-Audit Review .......................................................................................................................... 13

3. In Level 3 Review ...................................................................................................................... 16

4. Passed .......................................................................................................................................... 16

5. Expired.......................................................................................................................................... 16

H. Report ........................................................................................................................................... 17

1. Invoice Submitted Reports .................................................................................................... 17

2. Client Payment Report ............................................................................................................ 17

3. Appendix .......................................................................................................................................... 20

1. Invoice Statuses ........................................................................................................................ 20

2. Expense Line Item Categories .............................................................................................. 20

TPA User Manual, March 2022 1

A. Disclaimer
• The content in this user manual has been created to guide users through the different processes
and applications of PassportONE Transfer Payment Agency (TPA) portal.
• This user manual is to be shared with Transfer Payment Agencies (TPA).
• The information is subject to change
• All screenshots and examples in this manual have been taken from the UAT environment and
are in no way related to any actual client of the Passport Program.

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B. Introduction

For Transfer Payment Agencies (TPA), the TPA portal is necessary for invoice submissions and passport
funding reimbursements. This user manual will provide the necessary information for aiding new and old
users to understand the process for user registration, invoice submissions, viewing in-process invoices, and
running reports.

If you experience any issues or errors while using the TPA portal, please connect with the PassportOne
Helpdesk <<passportonehelpdesk@familyservicetoronto.org>> for assistance.

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C. Registration and Logging In

If you are a new to the TPA portal and do not have your credentials, your manager/supervisor may request
credentials for you to access the TPA portal. Please email the PassportONE Helpdesk with the following
information.

1) Name – First and Last name of the new user

2) Email – contact email for the new user
3) TPA – name of your agency
4) Passport Agency* – name of your local passport agency(s)

* If your agency has a portal for multiple passport agencies, please list out the passport agency(s) that the
new user will need access to

PassportONE will then log the ticket to create the user’s new credentials. Once completed, an FST secure
email will be sent to the user’s email address. The user may need to go through a registration process to
access the secure email portal.

Once the secure email has been opened, it will provide a link to the TPA portal and their login credentials.
Copy and paste the link to your browser URL to navigate to the TPA portal.

A browser notification will appear requesting to allow our Pulse Secure applications. Please confirm and allow
access. Once it has successfully loaded, log in with the username and password provided in the secure email.
You will be required to change your password once you have successfully logged in for the first time.

Once you have successfully logged in, you can click on the bookmark link to access the TPA portal. From
there, if you are registered to multiple TPAs, you may switch between them on the drop-down menu located
on the upper right-hand corner of the page.

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D. Invoice Submissions

The main function of the portal is invoice submissions for Transfer Payment Agencies (TPA). For this, there are
multiple methods that TPAs may use for invoice submissions. PassportONE also has certain controls and
validations implemented for invoice submissions, which may affect if an invoice fails, requires review, or gets
sent directly for payment.

1. Expense Log
The expense log can be used to enter and record individual expenses related to a specific client. Once all the
expenses have been logged, you can create an invoice form using the logged expenses for submission.

This page can also allow users to look up client codes to provide a summary of their funding and utilization
with your agency.

i. Adding a New Expense

To begin, click on the ‘Add Expense’ button.

This will open an expense window. Enter the client code to locate the client you wish to log expenses for.
Once the client has been located, you will see the client’s name and allocated TPA budget for the current
fiscal period.
* If your client cannot be located, please contact your local passport agency.

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From here, enter the appropriate expense data and click “Add Expense”. Repeat this step until all expenses
have been logged.
* Please note that Sub-Category, # of Tickets, and Cost/Ticket $ are only applicable when “Category 18: Live
Event Tickets” is selected as the service type.

ii. Editing an Existing Expense

Once you have added the expense, you will notice it will have been recorded on the Expense Log page.

Clicking on the expense will display the “Edit” button. And clicking the “Edit” button will reopen the expense
window. This will allow you to update or delete the expense.

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iii. Generating the POS Invoice Form
Once all the expenses have been logged, click the “Generate Invoice” button to create the invoice form that
you will be submitting to PassportONE. Clicking on the link generated will open a new browser window,
navigating you to the invoice form. Any expenses previously logged for the client before generating the invoice
will appear in this invoice form. If there were no expenses logged, a blank POS invoice form will be generated.

Please be aware that this does not mean the invoice has been submitted to PassportONE yet.

2. POS Invoice Form

The POS invoice form will be what’s submitted to PassportONE. To the right of the invoice page form, there
will be a display of details related to the client’s funding and a summary of the invoice including its status and
total invoice amount. If the invoice has not been submitted yet, you may also add additional comments in the
TPA Comment box. Finally, there are 4 buttons on the button if you wish to:

a) Delete the invoice

b) Download a PDF copy of the invoice
c) Save the invoice for later
d) Submit the invoice to PassportONE for processing

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From the POS Invoice Form, you can perform similar tasks done on the Expense Log. By clicking
it will create a blank expense line allowing you fill out the details. If you made an error, you
may click on the red minus button to delete the expense line item. The service types (categories) are
grouped into specific sections in the Invoice Form. Please refer to the appendix at the end of this user guide to
identify which section of the invoice each service type belongs to.

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E. Submission Status

Once the expenses have been entered, either through the expense log or directly in the POS invoice form, you
can click on the ‘Submit’ button to submit the invoice for processing. If there are any validation errors, they will
be displayed on the upper right-hand corner of the POS Invoice Form. The invoice can be resubmitted once
the error has been corrected.

If there are no validation errors, one of three messages may appear

1) “Invoice Submitted Successfully!” – invoice has been approved and automatically sent for payment.

2) “Invoice Submitted Successfully! (Selected for Audit)” – invoice has been randomly selected for
audit. Invoice will remain with the TPA until its relevant documents have been attached and sent to
PassportONE for review. (Further explained in section F2)

3) “Invoice Submitted Successfully! (Additional Review Required)” – invoice has met a specific
criterion and has been sent to PassportONE for review. No further action is required by TPA in this
case.

Once an invoice has been submitted successfully, you may click on the “Exit” button to close the POS invoice
form.

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F. Batch Upload

The previous section has provided details on how to create invoices for submission for each individual client.
For larger TPAs that handle many clients, the Batch Upload feature is available as an alternate method for
invoice submissions. This works with a .csv batch file template which the TPA can enter and list out details on
the expense, much like the Expense Log. Once submitted, the system automatically creates an invoice for
each unique client found in the file and will automatically attempt to submit to PassportONE.

1. Enabling Batch Upload

To enable the batch file upload feature, the TPA must connect with the PassportONE helpdesk to request
access. We will then provide your agency with the latest version of the batch file as a sample, along with a
format specification sheet.

Your agency will be required to create a test batch file using clients found with your agency. Once the test file
has been created, please submit to PassportONE Helpdesk, where it can be uploaded into the testing
environment. This step is to confirm that the batch file was filled out correctly and will be accepted by the
system without any errors. Should any errors appear, the file will be rejected, and your agency will be notified
to fix and resend a corrected batch file.

Once successful, PassportONE will submit a ticket with IT to enable the batch upload feature. Please allow
approximately 1-2 business days for this to process. Once completed, you will notice a new tab on the TPA
portal labelled “Upload Batch File”

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2. Filling out the Batch Upload file
Upon opening the batch file template, you will notice multiple columns within the file. Most of the columns will
look like what you may find on the expense log window. There are additional columns which are response
fields that are used in our backend database and must be left blank. Please consult the format specification
sheet to identify which fields are mandatory, optional, or must be left blank.

For the column “Service Type”, this is synonymous with the “Categories” found in the Expense Log. The format
specification will provide a matrix in a separate sheet, you will need to identify which service code to use,
depending on the service type you are looking for.

In the batch file, each row in the .csv file represents an expense. If a client has multiple expenses, they may
have multiple rows for each expense on the batch file. Multiple clients can also be added into the same batch
file.

3. Uploading the Batch

Once the batch upload feature has been enabled and your batch upload file has been filled out and ready for
upload. Navigate to the TPA portal’s Upload Batch File page.

Click on “Choose File” and select the batch file you would like to submit. Once selected, click “Upload” to
submit the batch file to PassportONE. A message will appear to confirm if the file is accepted or denied.

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4. Review
Once a batch file has been uploaded, an invoice will be generated for each client in the file and will be
automatically submitted to PassportONE. You can confirm the batch status under the Batch Submission
History.

**Please do not resubmit a batch file if it has been successfully uploaded already. If the batch record is not
appearing or gives a status of “Processing Failed”, please connect with the PassportONE Helpdesk to advise.

You may also open the batch record to view the related invoices that were generated from the batch. Click on
the batch record and the “Details” button that appears to open the Batch Submission Details page. From here,
you can review the status of the invoices and perform any necessary action.

You may also click the “Download CSV” file to download a copy of the batch file which includes the system
generated responses.

The invoices created can also be found in the Invoice Dashboard, the location will vary based on the status of
the invoice. More details provided in the following section.

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G. Invoice Dashboard

Once an invoice has been generated/submitted, they will appear in one of the queues on the Invoice
dashboard. Each record shown in the invoice dashboard will contain a summary of the invoice and will be in
different queues based on the invoice’s status. Invoices that are deleted are permanently removed from the
system and will not appear on the portal. Additionally, invoices that are older than 180 days are also removed
from the invoice dashboard but are stored in the backend database.

As previously shown in the Submission Status section, invoices submitted may be sent to PassportONE for
review. The message shown upon submission will determine which queue the invoice will appear in the
Invoice Dashboard. You may also refer to the appendix to determine where your invoice may be located.

1. Incomplete
Invoices that have been generated but not yet been submitted to PassportONE are stored in this queue. There
are two types of invoice statuses that will fall into this category:

1) Failed – Invoices that were submitted to PassportONE but failed due to validation errors.
2) Incomplete – POS Invoice Forms that were just generated and/or saved and have not been submitted
yet.

These invoices can be reopened and edited later for submission by clicking on the invoice record. An ‘Edit’
button will appear and clicking on that button will open the POS Invoice Form.

**Please be aware that incomplete/failed invoices are still considered active invoices and you may encounter
validation errors if you attempt to resubmit a new invoice without deleting the original invoice in the
‘Incomplete’ queue.

2. In-Audit Review
Invoices that have been successfully submitted but randomly selected for audit are in this queue with a
Manual Review Required status. The invoices listed in the queue will have two columns to identify if (a)
receipts are required, and (b) if receipts have been confirmed.

If receipts are not required, the invoice will be immediately sent to the PassportONE for review. Otherwise,
they are withheld in the TPA portal until the receipts/invoices have been attached and confirmed.

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If receipts are required, the user can upload and attach receipts directly on the invoice via TPA portal. Once
the user is ready to upload invoices/receipts on the TPA Portal, the user will open the POS Invoice Form they
would like to submit their receipts for by clicking the ‘In Audit Review’ invoice and “Edit”

On the right-hand column of the page, the TPA User can upload receipts in the ‘Receipts’ section. A maximum
of 10 documents can be uploaded per submission. Only JPG, PNG, PDF and TIFF documents can be
uploaded with a maximum file size of 2.5MB per file.

Once ‘Browse’ is selected, the TPA User will be asked to select the receipts from their local computer drive.
The TPA User can choose the document and select ‘Open’. Multiple files can be selected at once. Each user’s
view of attaching invoices/receipts may differ from the screenshot below as this feature is dependant on
the users computer settings.

When the documents are attached, the TPA User will select ‘Upload’ and an automated pop-up message will
appear. The TPA User will select ‘OK’, followed by ‘Leave this Page’. Selecting ‘Leave this page’ will bring the
TPA User back to the ‘Invoice Submission’ page.

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If any attachments are uploaded in error and need to be removed, the TPA User can select ‘X’ beside the
document they want to remove. An automated pop-up message will appear, informing the user that the
attachment was successfully removed. The TPA User will select ‘OK’ followed by ‘Leave this Page’.

Once all the correct and required documentation is uploaded, the TPA User will select ‘Confirm’. An automated
pop-up message will appear asking the TPA User to confirm that all invoices or receipts that are required for
this submission were attached and uploaded. If all the required documents were uploaded successfully, the
TPA User will select ‘OK’ followed by ‘Leave this page’.

If the receipts have been successfully attached and confirmed, the ‘Receipts Confirmed’ column of the invoice
dashboard will be updated to ‘Yes’

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3. In Level 3 Review
When invoices have been successfully submitted to PassportONE, the invoice may meet one of the criteria set
out by the Risk-based-Review (RBR) system and will be sent directly to PassportONE for review. Invoices can
be identified under this queue with the status “Additional Review Required”.

Unlike the “In-Audit Review” queue, invoices sent to Level 3 Review do not require TPAs to attach receipts.
These submissions are sent directly to PassportONE. If receipts are required for verification, a request will be
made via your local Passport Agency.

4. Passed
Once an invoice has been successfully processed and sent for payment, the invoice will be located in the
‘Passed’ queue. In-Audit review or Additional review invoices that have been approved will also be relocated to
this queue.

In the event an invoice reimbursement was less than the submitted amount, the invoices in the “Passed”
queue will be highlighted for your convenience.

5. Expired
To prevent overburdening the system and slowing the portal, invoices that are older than 180 days are
archived in the TPA backend database. The invoices are then no longer viewable on the TPA portal queues
but details on the invoice can still be found through the report function. Instructions on how to pull reports
from the TPA will be covered in the next section.

The ‘Expired’ queue is where invoices are moved into temporarily. Invoices within this queue are then archived
and removed from the portal. Once an invoice is sent to the ‘Expired’ queue, please do not attempt to
reactivate the invoice. It is highly advised to recreate and resubmit the invoice, should you identify an expired
invoice that has yet to be reimbursed.

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H. Report

1. Invoice Submitted Reports

The TPA portal also includes a report function that is available for users to export details regarding invoice
submissions made by their agency. You are also able to narrow the search for specific timeframes and
submission methods.

To begin, navigate to the Reports page on the TPA portal. From here, you will see multiple filters and
download option.

Users have two options when narrowing down the timeframe of the submissions

1) Users may manually specify the dates using the start/end date or
2) Select a fiscal period (start/end date will automatically be selected)

For agencies with TPA batch upload capabilities, users may further narrow the search for

1) Manual invoice submissions,

2) Batch-related invoice submissions, or
3) Both

Once the filters have been selected, you may download the report by clicking the green “Generate Report”
button. The report will pull details for the first 200 records.

If your search is more broad and likely to generate a higher volume of data, you can use the blue “Generate
Background Report” button. This may take up to several minutes, but the report will appear and contains
details on all invoices that match your criteria. You may also generate multiple background reports and it will
remain available to users for 48 hours after completion.

2. Client Payment Report

Effective March 7, 2022, the TPA Portal will include a feature for TPA’s to export their client payment report. The
Client Payment Report is updated each day at 12:00am. Invoices submitting during the day will not show on
the Client Payment Report until the next day.

Report will provide details on the following:

1) Client’s Passport Agency

2) Client Details – Name and Code
3) TPA Annual Budget – Total, Spent, In-Progress, Remaining, % used
4) Admin Budget – Total, Spent, In-Progress, Remaining, % used

To begin, navigate to the Reports page on the TPA portal. Select the Client Payment Report tab.

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In the fiscal year dropdown tab, select one or multiple fiscal years.

Select ‘Generate Report’. Once ‘Generate Report’ is selected, the report will open in an excel document with
the first 200 records.

*If there are more than 200 records, line 201 of the report will inform the user that there are more than 200-line
items and a Background report should be used.

To download the Background report, navigate back to the Client Payment Report page and select the fiscal
year on the dropdown tab. Once selected, click on the ‘Generate Background Report’.

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A pending job ID will be created for this report. The report will be available for download within 5 minutes
depending on the size of the report. To check if the background report is available for download, the TPA user
can click ‘Refresh’ on the ‘Client Payment Reports’ page.

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3. Appendix

1. Invoice Statuses
Incomplete
Invoices have not been
About successfully submitted
and remain with the TPA
In Level 3 Review
Invoices are sent for review
due to the invoice meeting
specific review criteria
Invoices do not require TPAs
to attach receipts
In-Audit Review
Invoice was randomly
selected for audit without
meeting any criteria
Invoices may require TPAs
to attach receipts
depending on the
expenses submitted

FAILED ADDITIONAL REVIEW MANUAL REVIEW

Status INCOMPLETE REQUIRED REQUIRED

Failed Validation, please Invoice Submitted Invoice Submitted

Invoice
update invoice and try Successfully! (Additional Successfully! (Selected for
Message
again Review Required) Audit)

2. Expense Line Item Categories

1. Community participation supports and activities of daily living
2. Education: tutoring, personal training, life skill development, job
Support Worker (SW) Hours
coaching
3. Respite: in-home relief

Live Event Tickets 18. Live Event Tickets

Mileage 15. Mileage

4. Community activities e.g. Participation in sporting/recreational

activities, museums, park admissions, bowling, movie tickets, etc.
5. Day Programs, classes, training, workshops, resume development
and tests and licenses
6. Membership/ Live Event Season Ticket Packages
Community Participation
7. Camp
8. Out-of-home respite
9. Transportation provided by agency, taxis, parking, public transit (not
annual)
10. Annual Public Transit Pass

Person-Directed Planning
17. Person Directed Program

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 16. Administration
Administration

11. Support Worker's vacation expenses for accompanying client during

trips and holiday travel
Other Claims 12. Support Worker's meal
13. Supplies required to participate in an activity
14. Other types, please specify

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