KNOWN ISSUE: Ticketing Attachments
Currently, attaching outside documents to a ticket is not functional; we are working towards a resolution. In the meantime, if you need to send an outside attachment to Procentive please submit a ticket requesting that we look at an outside attachment and we will assist you in transferring it to us in a secure manner.
Thank you for your patience as we work to resolve this issue.
KNOWN ISSUE: MN MA Eligibility and Claims Down
Procentive has received the following communication from MN MA (DHS):
We will be performing work to upgrade several systems on Friday, July 20, 2018, from 6 p.m. until 6 a.m.
Monday, July 23, 2018. This work will affect all functions in MN–ITS, Core 2, and SFTP. The following billing
and eligibility resources will not be available:
• Direct Data Entry (DDE)
• Applications and systems that require users to log in to MN–ITS
• Eligibility verification, including phone verifications
• Batch files submitted through secure FTP
• eDocs document library
Watch the Provider news and updates page for announcements and more information about availability.
What This Means for You
MN MA Eligibility and Claim Submission through Procentive will be inoperable from today (7/20) at 6 pm until 6 am Monday (7/23).
Please refrain from submitting any claims to MN MA via Procentive during this time as they will not go through.
KNOWN ISSUE: Availity Claims and ERAs
We have been made aware that all claims submitted to the Availity Clearinghouse from Monday, July 9th through the afternoon of Tuesday, July 10th are still in "Sent" status and do not have a 999 file.
Please resend all claims during this date range that are still in "Sent" status.
Our Product Development Team is still actively working to ensure any ERAs from this time frame are delivered. We will update this post once the issue is resolved.
Update: Claims sent to MN DHS were also affected. Please resend any claims that still have a status of "No Repsonse" and do not have a 999 file.
There have been new updates to the missing ERAs that were discovered for the week of 7/9-7/13.
We are working with our partners at the clearing houses to have all ERAs resent/restored for the week. At this time please refrain from sending in missing ERA tickets, until after we post that the restoration has occurred.
Thank you!
Dr. First and User Community are Down
This is a global issue outside of Procentive affecting multiple websites. Please watch Comcast updates to know when they are back up and running.
You can access some sites from your mobile devices.
This issue appears to be resolved by Comcast. If Comcast is your Internet Provider, you should now be able to access the ProCare User Community and Dr First.
Please let us know if you have any questions.
Thank you,
Known Issue: Incoming/Outgoing Faxes Not Transmitting
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
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.
KNOWN ISSUE: Claims Sent to Availity Not Received
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.
This is now resolved. All claims submitted to Availity on or after 5/22/18 should have a 999 file.
KNOWN ISSUE: CMS Credit Card Processing is Down
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!
This is now resolved. Please be aware that the CMS integration is running slower than usual while the CMS team gets everything caught up.
KNOWN ISSUE: Topaz Signature Pads Stopped Working in Chrome
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.
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!
KNOWN ISSUE: MN MA Eligibility Intermittent
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.
KNOWN ISSUE: Missing ERAs from UBH/UHC
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!
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!
Customer support service by UserEcho
