+3

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

Alicia Swanson 5 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 (Director of Service and Support) 6 years ago in Known Issues updated by Jennifer 6 years ago 18

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 (Project Coordinator) 6 years ago in Known Issues updated by crystalp 5 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 (Project Coordinator) 6 years ago in Known Issues updated 6 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

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 (Director of Service and Support) 6 years ago in Known Issues updated 6 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 (Senior Product Care Consultant) 6 years ago in Known Issues updated by Jami 6 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

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

0
Fixed

KNOWN ISSUE: Existing Diagnoses Not Saving When Updated

Becky Rosa (Technical Support Analyst) 3 days ago in Known Issues updated yesterday at 9:11 a.m. 2

Attention Procentive Customers:

We want to inform you that we are aware of a known issue of diagnoses previously entered in the Clients Module > Client Profile > Diagnosis Tab and updated are not saving correctly. 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.

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

0
Fixed

Known Issue: Diagnosis Tab in Clients Module Appearing Empty || UPDATE: Resolved 10:40 PM CST, May 1st

Holly Byrnes (Care Leader) 5 days ago in Known Issues updated 4 days ago 1

This has been resolved as of 10:40 AM CST, May 1st.

Attention Procentive Customers:

We want to inform you that we are aware of a known issue of diagnoses previously entered in the Clients Module > Client Profile > Diagnosis Tab are not appearing. 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.

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

0
Fixed

Known Issue: Diagnosis Tab Error in Clients Module || UPDATE: Resolved as of 8:52 AM CST May 1st

Holly Byrnes (Care Leader) 5 days ago in Known Issues updated by Julie Timm 5 days ago 2

This has been resolved as of 8:52 AM CST, May 1st.


Attention Procentive Customers:

We want to inform you that we are aware of a known issue when trying to open the Diagnosis tab within a client’s profile. Currently, users are receiving an error when trying to access this area. 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.

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

0
Fixed

Known Issue: 1st Diagnosis Line won't Save || UPDATE: Resolved as of 5/1/2023

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

This has been resolved as of Monday, May 1st.

Attention Procentive Customers:

We want to inform you that we are aware of a known issue when adding a diagnosis to a client’s profile. Currently, users are unable to add or modify a diagnosis in the first diagnosis line in the client’s profile. We want to assure you that we are actively working to resolve this issue as quickly as possible.

We do have a workaround available and have outlined the steps below:

Adding New Diagnoses

  1. Go to the Client’s Module
  2. Double click on the client to open the profile
  3. Open the Diagnosis tab
  4. Instead of inputting a diagnosis in the 1st diagnosis line, add the diagnosis to the 2nd diagnosis line
  5. Save
  6. Upon re-opening the client’s profile, diagnosis tab, the diagnosis entered will now be moved up to the 1st diagnosis line

Modifying Existing 1st Diagnosis

  1. Go to the Client’s Module
  2. Double click on the client to open the profile
  3. Open the Diagnosis tab
  4. Clear the diagnosis entered into the 1st diagnosis line
  5. Add the needed diagnosis into the 2nd diagnosis line
  6. Save
  7. Upon re-opening the client’s profile, diagnosis tab, the diagnosis entered will now be moved up to the 1st diagnosis line

We will provide another update once this has been resolved.

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