How To: Review License Alert

Summary

This article explains how to review new license alerts in ProviderTrust, compare primary source data with client-supplied provider data, access verification history and screenshots, and update the alert’s progress status with investigation notes. It also clarifies that any changes to license data must be made through the Individual Import File or API.

Watch this 2-minute video on how to review License Alerts. 

Reviewing New License Alerts

To review new license alerts, log in to ProviderTrust and select the License Verification count displayed in Needs Review status on your dashboard.

You will be taken to the Alerts section, which is automatically filtered to show all Needs Review alerts for license verifications.

Select an individual alert row to open and review its details.

Understanding the Alert Details

At the top of each license alert, you can view a history of license data changes based on alert activity or status updates. If a meaningful change occurs in the alert data, the alert will return to Needs Review status, even if it was previously marked Under Review or Resolved.

Within the alert details:

• Primary source data appears on the left side.
• Your provider data appears on the right side.

The following fields reflect the values originally submitted through the Individual Import File or the API:

• Client Supplied License Number
• Client Supplied License Type
• Client Supplied License Issuer

The following fields reflect how the credential data is mapped within ProviderTrust:

• Mapped License Issuer
• Mapped License Type

At the bottom of the primary source section, you can download a timestamped screenshot from the most recent verification date.

Understanding Status Change Alerts (Red to Green)

You may occasionally see an alert where the Review Status is Needs Review (Red), but the Result is Active (Green) and the Alert Reasons field is blank. 

This occurs because ProviderTrust generates alerts for any "meaningful update"—including when a license returns to good standing or a mismatch is resolved.

There are two primary instances where a "Green" license triggers a new alert:

1. Resolution of a Status Issue (e.g., Expired to Active)

The client will receive an alert whenever a license requires review—for example, if it’s inactive, expired, or otherwise not in good standing. Once that license returns to an active status, you will receive another notification to review the license.

• The Intent: Our goal is to highlight that at the time of our initial verification, the license was not in good standing, prompting you to review the provider’s status during that period.
• The Follow-up: We then follow up with a second notification to confirm when the license has been restored to active status. This ensures you have a full record of the gap in "Active" status for compliance purposes.

2. Resolution of a Data Mismatch (e.g., Name Correction)

An alert is also triggered when a discrepancy between your data and the primary source is resolved, such as a License Middle Name Mismatch.

• The Process: Previously, the license may have been flagged as Needs Review because the names did not match. Once the mismatch is corrected and the data now matches the primary source, the license returns to Green status.
• The Result: Because this change is a meaningful update, the system generates a new alert. This notifies you that the data is now accurate and the previous issue is cleared, allowing you to close the loop on your investigation.

For more information on why these mismatches occur initially, please see: How To: Understand a Name Mismatch Alert for License Verifications.

Updating the Alert Status

After reviewing the primary source data, use the Status Update section at the bottom of the page to update the alert’s progress status and add investigation notes.

Please note that any changes to submitted license data must be made through your Individual Import File upload or the API, rather than within the alert itself.