RESOLVED:

Dear valued customer,

We can confirm that the issue we reported yesterday, regarding disruption to claims submitted electronically to Availity and DHS, has been resolved.

You will need to take the following actions:

Your Actions:

If you use our Billcare/RCM services, we will resubmit on your behalf.

If you do not use our Billcare/RCM services and submit your own claims, please take the following actions:

1. Go to the Electronic Module
2. Find all claims with date between 6/6/2024 and 6/12/2024, inclusive that still show a status of “Sent” or “No Response”
3. Click the invoice number
4. Select services you want to send
5. Click “Resend” button at bottom

Please note that the deadline for the upcoming DHS billing cycle is today, Thursday 06/13/2024.

If you have any questions regarding this issue and what action you should take, please submit a support case through your portal.

Thank you for your patience and understanding while we worked to resolve this issue.

Regards

Andrew Clement

VP Customer Success

UPDATE:

Attention Procentive Customers:

We have identified an issue with claims submissions that started on June 6, 2024, and continues to be ongoing. We are actively and urgently working to resolve this issue.

Issue:

Since June 6, 2024, claims submitted electronically to Availity and DHS only have been disrupted. Claims that appear “sent” may not have been transmitted. Unfortunately, we are unable to determine which claims have been transmitted, but we believe the majority have not.

We know that the deadline for the upcoming DHS billing cycle is Thursday, June 13, 2024.

Do not submit any more electronic claims to Availity or DHS via Procentive until we have confirmed this issue is resolved.

We expect the issue to be resolved tonight, June 12, 2024.

When we have confirmed this is resolved, you will need to take the following actions tomorrow:

Your Actions:

1. If you use our RCM services, we will resubmit on your behalf after resolving the issue.
2. If you do not use our RCM services and submit your own claims, please take the following actions after we have confirmed the issue is resolved:
   1. Go to the Electronic Module
   2. Find all claims with date June 6, 2024 or later
   3. Click the invoice number
   4. Select services you want to send
   5. Click “Resend” button at bottom
   6. Click “Create” button to resend claim.

If your claims have already been transmitted, you may receive a denial from the payer for duplicate submission.

If you have any questions regarding this issue and what action you should take, please submit a support case through your portal.

I am acutely aware of the impact this can have on your organization, and I sincerely apologize for the disruption. We will provide an update as soon as this is resolved.

Regards,

Andrew Clement

VP, Customer Success

--

Attention Procentive Customers: 

We appreciate your patience as we look into a matter that could potentially affect claims processing. Rest assured, our team is actively investigating to ensure minimal disruption. 

We'll provide another update by Monday, June 10th on this issue.

If you have any questions or concerns, please do not hesitate to contact our care team by submitting a case to Procentive through our Therapy Brands Community Portal.

Attention Procentive Customers:

We want to inform you that we are aware of a known issue where users are experiencing issues when billing out invoices. 

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.

UPDATE: 

This issue has been resolved.

If users continue to run into any issues, please reach out to our support team via the Therapy Brands Community Portal.

Attention Procentive Customers:

We want to inform you that we are aware of a known issue where users are experiencing extreme load times when accessing various modules within Procentive. 

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.

9:30 AM CST

UPDATE

Thank you for your patience.

The issues have been resolved.

If you have any questions or concerns, please do not hesitate to contact our care team by sending a ticket to Procentive.

8:25 AM CST

Attention Procentive Customers:

We want to inform you that we are aware of a known issue where users are receiving an error when accessing various modules within Procentive or having trouble logging in. 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.

Attention Procentive Customers:

We want to inform you that we are aware of a known issue in sending and receiving faxes using the Faxes Module. We want to assure you that we are actively working to resolve this issue as quickly as possible.

We will provide updates to all outstanding tickets as updates are available.

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

UPDATE 7/24/2023 4:32 PM CST: The issue has been resolved. 

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.

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.

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.

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 1^st diagnosis line, add the diagnosis to the 2^nd diagnosis line
5. Save
6. Upon re-opening the client’s profile, diagnosis tab, the diagnosis entered will now be moved up to the 1^st 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 1^st diagnosis line
5. Add the needed diagnosis into the 2^nd diagnosis line
6. Save
7. Upon re-opening the client’s profile, diagnosis tab, the diagnosis entered will now be moved up to the 1^st 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.

We are aware of an issue that came about today.  Currently, scanning directly into Procentive isn't working but you still can scan a document to your device, upload and attach the file in Procentive.

We will have this feature functional again tomorrow.

Sorry for any inconvenience.

I will post on the Live Updates page with any more information.