We have received the following information from MN MA/DHS regarding eligibility:

Attention MN Medicaid Real Time Eligibility users:

MN Medicaid’s Real Time Eligibility applications are currently experiencing timeout issues. Users are reporting failure rates of approximately 50%. Our Operations staff have been notified and are working to correct the issue. We will send further information as it becomes available.

We are currently experiencing an issue with the Topaz signing window. Despite having the software installed and the signature pad connected, the Topaz signing window will remain grayed out. We are working on the issue and will update once resolved.

To sign clinical forms during this issue, you may continue to use a mouse or a device with a touchscreen.

REMINDER: PrimeWest Health Plan will be implementing their new change for institutional claims, requiring a valid Attending Physician's name and NPI to appear in the 2310A loop effective April 14, 2017. Please be sure that you've taken the steps outlined below from our mass email sent out March 31, 2017 prior to April 14th to prevent claim rejections and denials.

If you have any questions regarding this change, please submit a ticket to the Procentive Support Desk.

Thank you!

We've received the below information from MN MA/DHS:

"MN Medicaid’s Real Time Eligibility applications are currently experiencing sporadic outages due to issues with the MMIS Mainframe. You may experience sporadic timeout responses, and/or AAA errors with AAA03 = “42” (Unable to respond at current time). Our Mainframe staff are working to resolve the issue. We will send an update when the issues are resolved."

Please note that this may result in "No Response" status' on claims in the Electronic Module and errors when running eligibility until MN MA has this resolved. We'll update this post as soon as we know more. Thank you!

This morning we received the following communication from MN MA/DHS:

Attention MN Medicaid Real Time Eligibility users:

MN Medicaid’s Real Time Eligibility applications are currently returning error messages. Our Operations team are working to restore connectivity. We will advise when the applications become available.

We've been testing this and connectivity appears to be sporadic. Once MN MA has connectivity fully restored we will update this post.

Hello everyone,

I am writing to provide an explanation for the outage we experienced last Wednesday afternoon, beginning at approximately 4:40 p.m.

While we have made significant upgrades to nearly every part of our infrastructure over the last 90 days, and we have seen marked improvement in our overall performance and user experience during that time, the cause of the problem last Wednesday was not connected to any of these recent changes.

Instead, the outage was caused by a hardware failure on our main database. You may find it interesting, or odd, or just plain unlucky given our recent performance issues -- but this particular problem has never occurred before in the history of Procentive. The hardware in question had been upgraded in 2016, as well.

Because the problem was connected to the main database, our systems engineers exercised additional caution in bringing the system back online, which is why it took nearly an hour before Procentive was accessible to customers again.

Our engineers have made the necessary fixes to the system and added extra consistency checks so we can meet our optimal recovery time should this happen again (which should be unlikely).

We apologize for this and other recent performance issues. Please know that we care about you, and your staff. We care about the work you do. And because of this, we will continue to work hard to make Procentive the best it can be now, and far into the future.

If you have any further questions, please let us know.

Thank you,

Kevin Holmes

Director of Product Services

Claims submitted on or after 3/30/2017 have the "Sent" status in the Electronic module for payer ID 87726 and some ERAs are not yet flowing into Procentive. We are working with the clearinghouse to determine the cause of this however, they have verified that they are receiving the claims and they've been sent on to UBH/Medica for processing. We will update this post as soon as we have more information from the clearinghouse. Thank you!

We're receiving some time out errors when running eligibility this morning. MN MA is currently working to resolve this error and we'll update this page as soon as we have more information from MN MA. Thanks!

We've received notice from MN MA / DHS that they've been having intermittent issues all day, resulting in a delay in acceptance and processing of claims. The most recent update is listed below.

Per DHS: Our Operations is performing system maintenance which will result in downtime for about 1.5 – 2 hours in an attempt to resolve the time out issues we are currently experiencing.

Once their system is working properly they should begin accepting and processing the claims that have been sent to them. This means that in Procentive you may see the "Status" in the Electronic module as either "Sent" or "No Response". When reviewing the batch report(s), once MN MA has processed the claims there will be a "999 file" listed at the top of that batch report, letting you know that they have accepted the claim into their system for processing.

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

Thank you!

We've received the below communication from MN MA/DHS:

Our Operations team will be performing System Maintenance impacting Real Time 270/271 application this Saturday April 1, 2017. This work will cause intermittent connectivity issues on 4/1/17 between 08:00 a.m. to 10:00 a.m. CDT

During this time you may not be able to run eligibility within Procentive.

Thank you,

Jessica