From: Fenske, Clark W (MNIT)

Date: Wed, Mar 1, 2017 at 7:18 AM
Subject: MN Medicaid 270/271 Real Time Connectivity Issue
To:

All of the information that is housed in the Training Module of Procentive is housed at Amazon Web Services, and Amazon is having problems today. As soon as Amazon is able to resolve this issue, the information (help files, training videos, etc.) will be available again within Procentive.

As soon as AWS is back online, we will update this post.

We've been informed that report 3010 Appointment Call List & report 3610 Appointment Information is currently not loading details regarding appointments scheduled in Procentive. We're looking into this and hope to have this resolved shortly.

When attempting to Kiosk forms or send forms via Client Portal, clicking the "kiosk" link in Clinical/Charting or Clients Modules will open the window but does not load. This is also happening in the Appointments Module "Have client fill out form at home/on kiosk" link. We are currently working to resolve this issue and hope to have it resolved shortly.

We are experiencing a delay in loading and you may experience being disconnected from Procentive. We are looking into this right now and hope to have this resolved shortly.

There is an error being triggered when using the search tool in the clients module. We anticipate this being fixed very soon and will post an update once it is.

Kevin

This morning, Procentive identified a problem that was causing a delay in electronic claim submission. As of right now, this issue has been resolved for all clearinghouses and payers EXCEPT for Minnesota DHS/MN MA. We are currently working to resolve this issue and expect to have it fixed soon.

If your claims are currently "stuck" with a status of "Sent" in the Electronic Module -- DO NOT RESEND THESE CLAIMS.

We believe we will have the issue resolved shortly, without any need to resend to the payer. As soon as we have resolved this issue, we will update this post.

Hello everyone,

We are still working hard to enhance the overall performance of Procentive for everyone. We are reaching out today to summarize the work we have been doing, and give you an idea of what is yet to come.

First, we continue to make enhancements to a variety of areas in the product in order to improve display times, and eliminate bad queries (searches that have the potential to slow things down). This has led to changes in the way information displays in Time, Clinical/Charting, and Ticketing, for example.

Second, we have added a server (with a solid-state drive) to manage the heavier modules in Procentive. This project is taking longer than anticipated, but we expect it to be live on the system by the end of this current week. The “heavier” modules within Procentive (like Clinical/Charting, Billing, and the Client Module) tend to require more processing power, either due to the number of records within the module, or due to the complex search queries that can be performed within them. The new server will handle these modules separately – making them faster, while preventing them from negatively impacting the rest of the system.

Third, we dedicated a new webserver to handle the traffic for staff at Procentive. This change was made last Thursday night, and it has helped to eliminate any potentially negative impact that Procentive staff might have had on the live site.

Fourth, we are upgrading our current mirror servers and replacing them with new servers, all with solid-state drives. We will begin implementing the new servers early this coming week.

We do apologize to everyone for the added frustration that recent performance issues have caused, and we ask for your continued patience as we put forth efforts to resolve the problem.

If you have further questions, please let us know.

Thank you,

Kevin Holmes

Director of Product Services

We are aware of multiple missing ERAs from United Health Care which is the umbrella that covers multiple payers including United Behavioral Health. A case has been opened with the clearinghouse to address this issue and we will post another update when we have more information.

We discovered this morning that when you select to show "all Tickets connected to me" in Ticketing, the system was displaying all tickets for the entire company. We are working to resolve this issue now and should have it fixed soon.