Strengthening Oversight of Provider Administrator Changes in PNM

By Ohio Department of Medicaid / November 21, 2025

Dear Ohio Medicaid Provider, Provider Administrator, Power Agent, or Agent,

The Ohio Department of Medicaid (ODM) is committed to meeting the highest standards of data privacy and security.  With that commitment in mind, we’ve made updates to the Provider System Administrator Change Request Form and are sharing new requirements and some best practices you can adopt as we work together to strengthen data integrity and confidentiality in administering Ohio’s Medicaid program.

New Provider System Administrator Change Request Form Coming

ODM is introducing an updated Provider Network Management (PNM)System Administrator Change Request form (ODM10304 Form) that enables providers and provider organizations to more securely and consistently manage system administrator access and changes. It goes into effect beginning January 1, 2026, and will incorporate an additional requirement for provider administrator changes within the same organization.

• Option 1 is designed for provider organizations seeking to change the PNM Administrator from one individual to another within the same organization when the Self-Service option is not available. Along with submitting a completed change request form, the new process requires a letter on organizational letterhead, signed by an authorized senior leader stating, “the PNM Administrator Change Request has been reviewed and approved by the appropriate staff within the organization.” Both documents should then be submitted to the ODM Integrated Help Desk (IHD) to initiate the change.

• Option 2 is designed for individual providers only. It should be selected when a sole practitioner wants to assign someone other than him/herself to serve as the PNM Administrator responsible for managing the provider’s PNM record.

Leadership Authorization Required to Manage Medicaid System Administrator Roles

As a reminder, changes in administrator roles that require PNM support to complete must be authorized by your organization’s leadership. Administrator change requests submitted to ODM’s Integrated Help Desk must include an authorization letter signed by a senior leadership team member.

Recommended Security and Compliance Actions

Systems administration is a critical component of nearly all modern organizations. For smooth, efficient, secure operations ODM strongly recommends that each provider and provider organization adopt the following practices:

Establish clear governance structures that define roles, responsibilities, and decision-making processes to support effective management and oversight.

• Implement robust policies and procedures that outline expectations for administrative compliance, performance, and quality.

• Develop and document oversight activities, approval workflows and decisions to support accountability and transparency.

• Develop contingency plans to address potential issues or disruptions in oversight processes, ensuring business continuity.

By adopting these practices, ODM aims to promote secure, consistent, and accountable management of administrator roles.