0
Fixed

Known Issue: Incoming/Outgoing Faxes Not Transmitting

Deanna Cahoon-Draus 6 years ago in Known Issues updated by Alicia Swanson 6 years ago 1

We are aware that there is currently a faxing issue throughout Procentive. We are actively working with the 3rd Party to find a solution to this issue in a timely manner. We will provide more information as it becomes available.


Thank you for your patience.


Deanna Cahoon-Draus



Answer
Alicia Swanson 6 years ago

This issue was resolved as of 4:35 pm [cst], all queued faxes were sent out and any faxes received are now displaying.  


If you have further questions please submit a support ticket for our Care Team to help. 

0
Fixed

KNOWN ISSUE: Claims Sent to Availity Not Received

Rachael Smith (VP, Professional Services) 6 years ago in Known Issues updated by Ashley M 6 years ago 2 1 duplicate

We have been made aware that all claims submitted to the Availity Clearinghouse as of yesterday (5/22/18) are still in "Sent" status and do not have a 999 file.

This is currently being researched by our Engineering Team and with Availity directly.


More information will be posted to this Known Issue, as it becomes available.

Answer
Ashley M 6 years ago

This is now resolved. All claims submitted to Availity on or after 5/22/18 should have a 999 file.

0
Fixed

KNOWN ISSUE: CMS Credit Card Processing is Down

Ashley M 6 years ago in Known Issues updated by sarah 6 years ago 2

We have contacted CMS and their developers are actively working to resolve this issue. In the mean time, please use the Complete Gateway to process payments online. These payments will need to be manually entered in Procentive.


If you do not already have a login for the Complete Gateway (which is separate from the Slyce Gateway) please call CMS support to setup a login. 


The Complete Gateway can be accessed at https://secure.completegateway.com/login


This post will be updated once CMS has resolved the issue.


Thank you!

Answer
Ashley M 6 years ago

This is now resolved. Please be aware that the CMS integration is running slower than usual while the CMS team gets everything caught up.

0

KNOWN ISSUE: Topaz Signature Pads Stopped Working in Chrome

Ashley M 6 years ago in Known Issues updated by Deanna Cahoon-Draus 5 years ago 8 1 duplicate

Select users are no longer able to use Topaz Signature Pads in Procentive via the Google Chrome Browser. Our Clinical Team and Engineering Team are working to determine the source of this issue. 


For some users, using Internet Explorer may work as an alternative. If you have never used Internet Explorer for Topaz this functionality is likely not setup.


We will update this post as more information becomes available. 

Answer
Ashley M 6 years ago

This is now resolved. Users should be able to get their Topaz working within Chrome by uninstalling and reinstalling the Topaz software (SigWeb). 


If this does not work for you please submit a Support Ticket with details so we can explore additional solutions for you.


Thank you!

0

KNOWN ISSUE: MN MA Eligibility Intermittent

Ashley M 6 years ago in Known Issues updated 6 years ago 1

We have received the following email from DHS regarding eligibility:

We have experienced several issues this week resulting in DHS Internal Error or AAA 42 being returned randomly.  We have resolved some of these causes however our Operations team continues to monitor for any continued error issues.

If you experience issues while running eligibility through Procentive please wait and try again. We will update this post when resolved.

Answer
Ashley M 6 years ago

Per DHS eligibility should be available again around 3 PM CST.

0
Fixed

KNOWN ISSUE: Missing ERAs from UBH/UHC

Ashley M 6 years ago in Known Issues updated 6 years ago 1

Procentive has received the following notice from the clearinghouse:

Some 835's for UnitedHealthcare (payer ID 87726) from check date 03-09-18 through 03-15-18 are delayed. A ticket has been opened with the payer for further research.

We will update this post once we are notified the issue is resolved. Thank you!

Answer
Ashley M 6 years ago

Procentive has been notified by the clearinghouse that all 835s have been processed by the payer and sent to the clearinghouse. If you do not have your missing ERAs by Monday, March 26 please submit a ticket to the Procentive Support Desk for further research. Thank you!

0

KNOWN ISSUE: Missing ERAs from Unity Healthcare

Ashley M 6 years ago in Known Issues updated 6 years ago 1

Procentive has been informed by the clearinghouse that no ERAs have been received from Unity Healthcare (ID 66705) since February 23. The clearinghouse is working with the payer to resolve the issue and ensure ERAs are delivered. 


We will update this post once the issue has been resolved.


Thank you!

Answer
Ashley M 6 years ago

These ERAs should be delivered by the end of today.

0

KNOWN ISSUES: Dr. First Experiencing Issue

Jess Haagenson 6 years ago in Known Issues 0

Hello,


It has been brought to our attention that Dr. First is currently experiencing an issue that effects newly enrolled providers. If you have recently completed the activation process for Dr. First, but are not able log on to the medication Module, please send a trouble ticket to Procentive. This bug will only effect a newly enrolled provider’s initial log on to the Medication Module.


Any additional updates will be posted to this Known Issue as they become available.


0

KNOWN ISSUE: Cigna Claims Have Rejection

Ashley M 6 years ago in Known Issues updated 6 years ago 0

We received notice from the clearinghouse that claims submitted to Cigna from 10/01/2017 - Current  may have rejected in error with the following message:

A3:688 - Acknowledgement/Returned as unprocessable claim-The claim/encounter has been rejected and has not been entered into the adjudication system. Present on admission indicator for reported diagnosis code(s).

Any claims rejected in error with this code have been identified by Cigna and will be reprocessed. No further action is required.


Have a great weekend!

0

KNOWN ISSUE: Delayed ERAs from UBH

Ashley M 6 years ago in Known Issues updated by I Am Alive 6 years ago 0

Good Morning!


We've received the following notification from the clearinghouse in regards to select ERAs from UBH:


Some 835's for UnitedHealthcare Community Plan from check date 11-25-17 through 11-28-17 are delayed. Affected check numbers will begin with "20171125". This issue is escalated; however we do not have an ETA at this time when all of the remits will be delivered.

Any additional updates will be posted to this Known Issue as they become available.