0
Fixed

KNOWN ISSUE in Time Module-Group/Add window

Kevin Holmes 8 years ago in Known Issues updated 8 years ago 5

As of this morning, if you open an existing Group service line in the Time Module, there is a possibility that it will not "remember" the Diagnoses code or the Program that was originally selected on the service line.


We are working to resolve this issue right now and hope to have an update soon.


This problem is only happening in the Group/Add window. It is not an issue in Individual or Residential Time.


We will provide updates if we learn more, or once the issue is resolved.


Thank you.

0
Fixed

Real-Time Eligibility is down for MN MA

Kevin Holmes 8 years ago in Known Issues updated 8 years ago 2

The State of MN sent out this message earlier this morning regarding their Real-Time Eligibility (which all Procentive customers use in the Eligibility Module):


MN Medicaid Real Time Eligibility users:

Our Real Time Eligibility applications are currently experiencing an unscheduled outage. Operations staff are working to resolve the issue, and we will pass along further information as it becomes available.


Once their system is back online, we will update this message.

0
Fixed

Known Issue: MHP rejecting claims for client name

Kevin Holmes 8 years ago in Known Issues updated 7 years ago 2

We've been informed that Metropolitan Health Plan / Hennepin Health is in the process of making changes that may affect your claims (see attached info).


The most specific change that MHP has been implemented is that client demographic information must match exactly with MHP, including first name, last name, middle name or initial, and date of birth.

We're seeing several rejections on claims due to the middle name or initial not matching what MHP has on file.

For example:
If MHP has only the initial on file in their system, then that is what is needed on the claim.

The rejection in the Procentive Electronic Module reads: MEMBER MIDDLE NAME DOES NOT MATCH

Please go to the Electronic module and review all batch reports for MHP (even if they say "Received") starting on 8/15/16, to be sure that your claims have gone through successfully.

If you have further questions please submit a ticket to the Procentive Support Desk.


MHP and client name issue

0
Fixed

Known Issue: Mirrors experiencing temporary delay

Kevin Holmes 8 years ago in Known Issues updated 8 years ago 3

Procentive's mirrors are experiencing a delay right now. You may experience blank pages, or a delay in saving. The problem should be resolved soon. Weill update this topic once the delay is resolved.

0
Under review

Known Issue: Unable to kiosk clinical forms to a client who has declined client portal

Kevin Holmes 8 years ago in Known Issues updated 8 years ago 1

SCOPE: This know problem effects any customer that sends clinical charting forms through client portal AND the client has declined client portal.


DETAILS: The problem occurs when you invite a client to client portal and send the client clinical charting forms to complete. The client will receive two emails (one to register & one to open their portal to the forms). If the client declines their portal, then the client will not be able to access the forms from the second email. This also means the client will not be able to fill out forms on their own through kiosk in the future.


WHAT SHOULD YOU DO: At this time, you should only be aware of this issue when kiosking forms to clients.


We will provide updates here once we have more information.


Thank you.

0
Under review

Possible Issue: Primary-Secondary payer "flipping"

Kevin Holmes 8 years ago in Known Issues updated 8 years ago 1

Possible issue -- in the client module/payer tab


SCOPE: This problem has only been confirmed for a single Procentive customer, and we have only been able to re-create the problem in the one database. So at this point, we do not know if the problem is widespread or very limited in scope. It is weird enough, however, that we wanted to let folks know about it.


DETAILS: The problem occurs when you open the client module/payer tab, and select to view the secondary payer. Once the system displays the secondary payer, it then automatically changes that payer to the primary payer. Even if you close the window immediately without saving, the system saves the changes (and moves what was the secondary into the primary position).

We have tested and recreated this behavior on Chrome and IE. We've only been able to recreate the issue on one customer database, and (even then) only for a very small number of clients. The problem is random in nature in the sense that it will happen for a client one minute, but not happen for the same client a minute later.

WHAT SHOULD YOU DO: If you see this same behavior in your database, or if you have had problems with the system "randomly" changing the client's primary and secondary payers, please send the client number in a ticket to the help desk.

We will provide updates here once we have more information.


Thank you.

-1

KNOWN ISSUES: Automated Appointment Reminders

Caleb Zimmermann (Customer Success Manager) 6 years ago in Known Issues updated by Peter 6 years ago 5

Hello everyone,


We are aware that automated appointment and workflow reminders are currently experiencing issues. We have all our available resources working on resolving this as quickly as possible.  We will update this post once we have more information.


Thank you for your patience.


ProCare Team

Answer

Good afternoon,


We were able to get the issue resolved, it will take a few hours but notifications and workflow should begin working normally very soon. 


Thank you for your patience as we worked through this issue! 

ProCare Team