1. Fòrum: Procentive User Community
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Ticketing Delays

vpetrik fa 7 anys en Billing/Electronic Modules • updated by Tina B fa 7 anys • 6

Is anyone else having issues with tickets in Procentive being addressed in a timely fashion? The last couple of tickets I have sent into Procentive, it has taken at least a week for someone to get assigned to my ticket, and longer to answer the question. I wouldn't normally be bothered, but with the new changes to the payer IDs as of the beginning of the year, it has really caused an issue with billing services out in a timely manner. Thank you!

Answer
Amanda Kaufmann fa 7 anys

Good Morning,

I would like to address a couple of the comments listed within this string. While December, January, and September are our highest ticket/chat months we truly strive to stay on top of your questions and requests.

First, We would like to apologize for ticket response times which are outside of our ticketing guidelines (found here: Ticketing Priorities). We are working on a ticket review for all open tickets and we do see a few which have been unaddressed for too long. You will see a reply shortly, if not please re-contact us to draw our attention to it.

Second: The due date field within tickets is only for your internal purposes and Procentive does not view them. We base our response times off the ticket priority and issue to be addressed.

Again, I apologize for any frustration you and your staff may have experienced while waiting or a reply.

Amanda Kaufmann

Customer Success Manager

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CPT 96136 - New psychological testing code

Shondell fa 7 anys en Codes/Rates/Diagnosis Modules • updated by Jenna fa 6 anys • 17

Has anyone had anyone found documentation regarding the billing of this code?  We are questioning the two or more tests requirement before this can be billed.  All I have found is that it means in a session.  Is a session each day or is the session the whole testing time from start to finish?  How is everyone else handling this?

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Blue Cross Blue Shield of North Dakota

vpetrik fa 7 anys en Payers Module • 0

Does anyone know the Payer ID number for Blue Cross Blue Shield of North Dakota as of 1-1-2019?

Thank you,

Victoria Petrik

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Thanks

Print Receipt Checkbox

Mark Cornell fa 7 anys en Payments/ERA Modules • updated by Ashley M fa 7 anys • 1

Thanks for adding the Print Receipt checkbox on the payment entry screen!! 

It was so annoying to have it pop up every time :)

Answer
Amanda Kaufmann fa 7 anys

Hello, 

Thank you for informing us about your issues, our engineer team has identified that this was due to a session issue. Please have all of your staff log off, and then back on to Procentive. If you have further issues or questions, please send in a ticket to Procentive. 


Amanda Kaufmann

Customer Care and Training Specialist 

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SDQ AND CASII TRAINING

Stephanie B fa 7 anys en Industry News/Discussion • updated by anonymous fa 7 anys • 2

I need to get some of my therapists trained on these assessments. Currently DHS doesn't have any upcoming trainings scheduled for these. Any suggestions on how to get them trained?

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South Country claims

michelew fa 7 anys en Billing/Electronic Modules • updated by John-Debbie Trunk fa 7 anys • 1

Is anyone else having problems submitting claims to South Country?

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Need help finding a report that is able to pull data from the Client Module/Phone tab

Calah Hansen fa 7 anys en Reporting Module • updated by teresa trepanier fa 7 anys • 1

We would like to be able to pull data specifically on the following fields in the Client Module/Phone tab.  Report #3400 seemed like a natural fit but didn't see the fields we are looking for.  Anyone else use a specific report to pull these fields?

  1. Reminders on Days before appointment
  2. Reminders on Day of appointment
  3. Send appointment reminders to

Thanks in advance for any suggestions!

Calah

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Has anyone received denials from Blue Plus PMAP for 2019 dates for an authorization?

Tina B fa 7 anys en Payments/ERA Modules • updated by Karen H fa 7 anys • 23

I received denials for 90791-90834-90837 and our group and IOP codes for an auth. I checked on the BCBS provider site and at first it appears behavioral health may need an auth, but non of the codes are on the prior authorization list.

Thanks....Tina

Answer
Amanda Kaufmann fa 7 anys

Hi Tina, 

Information will be going up on our new "Updates" page regarding this. We have a fix in place, as we were made aware of this issue this morning. 

Please stay tuned, the update will be posted shortly. 

Thank you, 

Amanda

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Problems with New Blue Plus Subscriber IDs in Procentive

vpetrik fa 7 anys en Billing/Electronic Modules • updated by anonymous fa 7 anys • 19

Hello! At the beginning of the year, all of our Blue Plus clients received new Policy Group Numbers and Individual Policy Numbers. I tried to input these numbers along with the new payer Id for BCBS of MN - PMAP and it was rejected in the system in Procentive. Procentive is not able to read the new subscriber numbers. Is anyone else having this issue? Any feedback would be greatly appreciated! :)



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