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1. Personalize Your Profile In the upper right-hand corner, click your username and choose "User profile" to complete your name, add a photo ("avatar") and title, and set a Password.


2. Review Community Guidelines click here


3. Post & Participate Present your thoughts & ideas to generate discussion and responses from other Procentive Users!

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Fixed

Known Issue: Delays within the ePrescribe Module [RESOLVED]

Holly Byrnes (Care Leader) fa 4 dies en Known Issues actualitzat fa 4 dies 2

UPDATE:

Attention Procentive Customers:

We believe this issue has been resolved.

If you are experiencing any continued issues with the ePrescribe module, please reach out to our support team via the Therapy Brands Community Portal.

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Attention Procentive Customers:

Customers that utilize the NewCrop ePrescribing module may be experiencing delays.

Our team is working to resolve this as quickly as possible.

For more updates and to subscribe for future updates, please refer to the NewCrop status page:

NewCrop Status Page

We will provide another update once resolved.

If you have any additional questions or concerns, please reach out to our support team via the Therapy Brands Community Portal.

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Availity and DHS Claims

Jen fa 4 dies en Billing/Electronic Modules updated by Holly Byrnes (Care Leader) fa 4 dies 3

Procentive- Has this issue with DHS and Availity Claims been resolved?  I do not want to have my staff resend all our claims if there is still an issue. 

Answer

Posted to the Known Issues thread:

RESOLVED:


"Dear valued customer,

We can confirm that the issue we reported yesterday, regarding disruption to claims submitted electronically to Availity and DHS, has been resolved.

You will need to take the following actions:

Your Actions:

If you use our Billcare/RCM services, we will resubmit on your behalf.

If you do not use our Billcare/RCM services and submit your own claims, please take the following actions:

    1. Go to the Electronic Module
    2. Find all claims with date between 6/6/2024 and 6/12/2024, inclusive that still show a status of “Sent” or “No Response”
    3. Click the invoice number
    4. Select services you want to send
    5. Click “Resend” button at bottom

    Please note that the deadline for the upcoming DHS billing cycle is today, Thursday 06/13/2024.

    If you have any questions regarding this issue and what action you should take, please submit a support case through your portal.

    Thank you for your patience and understanding while we worked to resolve this issue.

    Regards

    Andrew Clement

    VP Customer Success"

    0
    Fixed

    Known Issue [RESOLVED 6/13/2024]

    Holly Byrnes (Care Leader) fa 2 setmanes en Known Issues actualitzat fa 4 dies 8

    RESOLVED:

    Dear valued customer,

    We can confirm that the issue we reported yesterday, regarding disruption to claims submitted electronically to Availity and DHS, has been resolved.

    You will need to take the following actions:

    Your Actions:

    If you use our Billcare/RCM services, we will resubmit on your behalf.


    If you do not use our Billcare/RCM services and submit your own claims, please take the following actions:

      1. Go to the Electronic Module
      2. Find all claims with date between 6/6/2024 and 6/12/2024, inclusive that still show a status of “Sent” or “No Response”
      3. Click the invoice number
      4. Select services you want to send
      5. Click “Resend” button at bottom

      Please note that the deadline for the upcoming DHS billing cycle is today, Thursday 06/13/2024.

      If you have any questions regarding this issue and what action you should take, please submit a support case through your portal.

      Thank you for your patience and understanding while we worked to resolve this issue.

      Regards

      Andrew Clement

      VP Customer Success


      UPDATE:

      Attention Procentive Customers:

      We have identified an issue with claims submissions that started on June 6, 2024, and continues to be ongoing. We are actively and urgently working to resolve this issue.

      Issue:

      Since June 6, 2024, claims submitted electronically to Availity and DHS only have been disrupted. Claims that appear “sent” may not have been transmitted. Unfortunately, we are unable to determine which claims have been transmitted, but we believe the majority have not.

      We know that the deadline for the upcoming DHS billing cycle is Thursday, June 13, 2024.

      Do not submit any more electronic claims to Availity or DHS via Procentive until we have confirmed this issue is resolved.

      We expect the issue to be resolved tonight, June 12, 2024.

      When we have confirmed this is resolved, you will need to take the following actions tomorrow:

      Your Actions:

      1. If you use our RCM services, we will resubmit on your behalf after resolving the issue.
      2. If you do not use our RCM services and submit your own claims, please take the following actions after we have confirmed the issue is resolved:
        1. Go to the Electronic Module
        2. Find all claims with date June 6, 2024 or later
        3. Click the invoice number
        4. Select services you want to send
        5. Click “Resend” button at bottom
        6. Click “Create” button to resend claim.

      If your claims have already been transmitted, you may receive a denial from the payer for duplicate submission.

      If you have any questions regarding this issue and what action you should take, please submit a support case through your portal.

      I am acutely aware of the impact this can have on your organization, and I sincerely apologize for the disruption. We will provide an update as soon as this is resolved.

      Regards,

      Andrew Clement

      VP, Customer Success

      --

      Attention Procentive Customers: 

      We appreciate your patience as we look into a matter that could potentially affect claims processing. Rest assured, our team is actively investigating to ensure minimal disruption. 

      We'll provide another update by Monday, June 10th on this issue.

      If you have any questions or concerns, please do not hesitate to contact our care team by submitting a case to Procentive through our Therapy Brands Community Portal.

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      Scheduled Maintenance: Today, June 12th at 10:00 PM CST

      Holly Byrnes (Care Leader) fa 5 dies en Procentive News actualitzat fa 5 dies 2

      Attention Procentive Customers:


      We would like to inform you that we will be conducting maintenance on our systems tonight on June 12th at 10:00 PM CST/11:00 PM EST. Users may experience a brief interruption but should be able to resume normal activity afterwards.


      This maintenance is necessary to ensure that our systems are running at their optimal performance and to provide you with the best possible experience. We apologize for any inconvenience this may cause and thank you for your understanding.


      If you have any questions or concerns, please do not hesitate to contact our care team by submitting a case to Procentive through our new Therapy Brands Community Portal.

      0

      Scheduled Maintenance: Today, June 11th at 10:00 PM CST [RESCHEDULED]

      Holly Byrnes (Care Leader) fa 6 dies en Procentive News actualitzat fa 5 dies 2

      Attention Procentive Customers:

      We would like to inform you that we will be conducting maintenance on our systems tonight on June 11th at 10:00 PM CST/11:00 PM EST. Users may experience a brief interruption but should be able to resume normal activity afterwards.

      This maintenance is necessary to ensure that our systems are running at their optimal performance and to provide you with the best possible experience. We apologize for any inconvenience this may cause and thank you for your understanding.

      If you have any questions or concerns, please do not hesitate to contact our care team by submitting a case to Procentive through our new Therapy Brands Community Portal.