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

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.

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!

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. 

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.

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 informed by the clearinghouse that no ERAs have been received from Unity Healthcare (ID 66705) since February 23. The clearinghouse is working with the payer to resolve the issue and ensure ERAs are delivered. 

We will update this post once the issue has been resolved.

Thank you!

Hello,

It has been brought to our attention that Dr. First is currently experiencing an issue that effects newly enrolled providers. If you have recently completed the activation process for Dr. First, but are not able log on to the medication Module, please send a trouble ticket to Procentive. This bug will only effect a newly enrolled provider’s initial log on to the Medication Module.

Any additional updates will be posted to this Known Issue as they become available.

We received notice from the clearinghouse that claims submitted to Cigna from 10/01/2017 - Current  may have rejected in error with the following message:

A3:688 - Acknowledgement/Returned as unprocessable claim-The claim/encounter has been rejected and has not been entered into the adjudication system. Present on admission indicator for reported diagnosis code(s).

Any claims rejected in error with this code have been identified by Cigna and will be reprocessed. No further action is required.

Have a great weekend!

Good Morning!

We've received the following notification from the clearinghouse in regards to select ERAs from UBH:

Some 835's for UnitedHealthcare Community Plan from check date 11-25-17 through 11-28-17 are delayed. Affected check numbers will begin with "20171125". This issue is escalated; however we do not have an ETA at this time when all of the remits will be delivered.

Any additional updates will be posted to this Known Issue as they become available.