+3

RESOLVED: Clients Module, Time Module, Staff Availability Re-Updated:

Alicia Swanson 6 years ago in Known Issues 47 9 duplicates

Thank you all for your notifications and examples on the tickets you submitted.  Those specific examples were critical in determining the remaining fixes needed.  We, at Procentive and BillCare, understand this was an inconvenience to you, both yesterday and today, as we actively determined cause and fixed each issue as it became aware.  I sincerely apologize.  As we continue to enhance our product for you, it is not our intent to release enhancements causing undesired ramifications.


Please know we take this very seriously and we will be meeting to determine what did and didn’t work in the enhancement process.  I have noted the ProCare User Community’s comments/wishes and I will take them into consideration to improve our communication to you moving forward. 


If you have any additional questions/concerns or may still be experiencing issues, please submit a ticket for assistance from our Care Team. 


Alicia Swanson

+3
Fixed

KNOWN ISSUES -- Procentive is down -- RESOLVED

Kevin Holmes 7 years ago in Known Issues updated by Cindy P 6 days ago 19

Procentive servers are down right now. We are working to resolve the issue ASAP and will update this post once we have more information.

+1
Fixed

KNOWN ISSUE: Tricare is changing!

Ashley M 7 years ago in Known Issues updated by crystalp 6 years ago 12

This article is no longer accurate. Please review this topic instead.


As of January 1, 2018 Tricare will be making the following changes:

  • Claims contractor will no longer be PGBA
  • New claims contractor will be Health Net Federal Services (HNFS)
  • North Region and South Region are being removed
  • East Region will replace the previous North and South Regions

What does this mean for you?

If you are a Tricare provider and would like to continue receiving EFT and ERA, you will need to fill out and submit the following applications:

You may have received these applications in the mail however, we want to make this process as easy as possible for you so we have re-created these paper forms as fillable PDF documents! 


Please submit these completed applications to:

HNFS at 1-888-282-2841 Attn: T2017 West EFT/ERA

AND

Procentive at 1-888-354-9053 (ERA application only)


If we do not receive a copy, we will be unable to assist you in the application process.


Thank you!

+1
Fixed

KNOWN ISSUE: Cigna Claims Have Rejection

Ashley M 7 years ago in Known Issues updated 7 years ago 1

We have received notice from the clearinghouse that claims sent to Cigna after August 19, 2017  with any of the following diagnoses were rejected in error:


• N63
• T1491
• A047
• T148
• P293
• Z36
• C962
• K913
• M4806
• P838
• T1490
• I272
• T07
• K5660
• K5669
• O0020
• O0010 
• H5442
• K565
• D470
• H5441
• Q5321
• Q5311
• H542
• E858
• H5452
• H540
• H5411
• H5412
• O0021
• P918
• H5451
• K060
• O0011

The affected claims were rejected with the following rejection messages:

A3:254 - Acknowledgement/Returned as unprocessable claim-The claim/encounter has been rejected and has not been entered into the adjudication system. Principal Diagnosis Code for Service(s) Rendered.
A3:255 - Acknowledgement/Returned as unprocessable claim-The claim/encounter has been rejected and has not been entered into the adjudication system. Diagnosis Code for Service(s) Rendered.

If this applies to you:

Cigna is working to resolve the issue.
•  Claims that rejected on or after 08/20/2017 will be identified and corrected.

•  No action is needed. Estimated Completion Date: TBD
•  An updated batch report will be sent upon the correction of the rejected claims.


Thank you!

Answer
Ashley M 7 years ago

This is resolved.
Per the clearinghouse, this was officially considered resolved on 9/3/17 which is sooner than the anticipated date of 9/6/17. Cigna has started to replay the affected claims. If you had any claims impacted by this issue, you should see a new response in the Electronic Module over the next few days. 

+1
Fixed

KNOWN ISSUES: Billing error -- Extra space in middle initial

Kevin Holmes 7 years ago in Known Issues updated 7 years ago 11

In order to prevent errors in claim submission and speed up the payment process for customers, Procentive recently started scrubbing claims data for extra spaces in areas like the client's name, address, policy ID, etc.


Today, for certain payers (not all of them), the system is showing an error that says, "The client's middle name may not have spaces before or after." In some cases, the error is a false error (meaning, there is not actually an extra space in the middle initial).


This problem will be resolved by tomorrow morning, as soon as our system updates overnight tonight.


Once the solution is confirmed to be working, we will update this post.


Thank you,


Kevin Holmes

+1
Fixed

KNOWN ISSUES: Procentive Unavailable

Jessica Sommerfeld 7 years ago in Known Issues updated by Jami 7 years ago 4

We are currently experiencing an issue and we're working to resolve this. It should be back to normal shortly. Thank you for your patience.

Answer
Jessica Sommerfeld 7 years ago

This has been resolved and you may login to Procentive normally again. Thank you for your patience during this time.

0
Fixed

Known Issue: Error When Creating Invoices [RESOLVED 2/29/2024]

Holly Byrnes (Care Leader) 3 weeks ago in Known Issues updated 3 weeks ago 2


Attention Procentive Customers:

We want to inform you that we are aware of a known issue where users are experiencing issues when billing out invoices. 

We want to assure you that we are actively working to resolve this issue as quickly as possible.

We will provide another update once this has been resolved.

Answer

UPDATE:

This issue has been resolved.

Please see the following action steps that users will need to take.

  1. Users will need to log out of their current session, clear cookies and cache, and then log back in.
  2. If the invoice numbers were missing and you still billed them out you can re-open the invoice line in the Billing Module, enter in the next available invoice number at the top, and click change. After adding the invoice number, you will need to resend the invoice and be sure that the electronic submission box is checked before clicking "Create."
  3. If the invoice number was not missing but is noted as being sent via Paper when it should have been sent electronically, you will need to resend the invoice electronically.

If users continue to run into any issues, please reach out to our support team via the Therapy Brands Community Portal.

0
Fixed

Known Issue: Procentive Experiencing Slowness [RESOLVED 8:52 AM CST 2/29/24]

Holly Byrnes (Care Leader) 3 weeks ago in Known Issues updated by LaVonne James 3 weeks ago 3

UPDATE: 

This issue has been resolved.

If users continue to run into any issues, please reach out to our support team via the Therapy Brands Community Portal.

Attention Procentive Customers:

We want to inform you that we are aware of a known issue where users are experiencing extreme load times when accessing various modules within Procentive. 

We want to assure you that we are actively working to resolve this issue as quickly as possible.

We will provide another update once this has been resolved.

0
Fixed

Known Issue: Errors When Accessing Modules or Trouble Logging In || RESOLVED 9:30 AM CST 8/7/2023

Holly Byrnes (Care Leader) 8 months ago in Known Issues updated 8 months ago 1

9:30 AM CST

UPDATE

Thank you for your patience.

The issues have been resolved.

If you have any questions or concerns, please do not hesitate to contact our care team by sending a ticket to Procentive.


8:25 AM CST


Attention Procentive Customers:

We want to inform you that we are aware of a known issue where users are receiving an error when accessing various modules within Procentive or having trouble logging in. We want to assure you that we are actively working to resolve this issue as quickly as possible.

We will provide another update once this has been resolved.

0
Fixed

Known Issue: Sending or Receiving Faxes || RESOLVED 7/24/2023

Holly Byrnes (Care Leader) 8 months ago in Known Issues updated 8 months ago 1

Attention Procentive Customers:

We want to inform you that we are aware of a known issue in sending and receiving faxes using the Faxes Module. We want to assure you that we are actively working to resolve this issue as quickly as possible.

We will provide updates to all outstanding tickets as updates are available.

If you have any questions, please do not hesitate to reach out to our care team by submitting a ticket to Procentive.

UPDATE 7/24/2023 4:32 PM CST: The issue has been resolved.