Attention Procentive Customers:

We would like to inform you that we will be conducting maintenance on our systems tonight on June 11th at 10:00 PM CST/11:00 PM EST. Users may experience a brief interruption but should be able to resume normal activity afterwards.

This maintenance is necessary to ensure that our systems are running at their optimal performance and to provide you with the best possible experience. We apologize for any inconvenience this may cause and thank you for your understanding.

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

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

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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.

Hi there,

I am wondering if other orgranizations have used ADA supported software for staff who are visually impaired?  Any suggestions would be greatly appreaciated.  Thanks!

We have some staff running into errors when doing billing or moving around from module to module. I am not able to replicate it, so wondering if others are having the same issue?  Issue code is: 

ec2-3-142-122-41.us-east-2.compute.amazonaws.com1594181776.

Attention Procentive Customers:

We would like to inform you that we will be conducting maintenance on our systems on May 30th at 12:00 PM CST/1:00 PM EST. Users may experience a brief interruption but should be able to resume normal activity afterwards.

This maintenance is necessary to ensure that our systems are running at their optimal performance and to provide you with the best possible experience. We apologize for any inconvenience this may cause and thank you for your understanding.

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

To make sure before billing that there isn't just 'a note' but that there is a signed note.

Attention Procentive Customers:

We have received reports that users are unable to document service lines in the Time Module. Our team is actively investigating this and will provide another update shortly.

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.

DAANES Updates

Attention Procentive Customers:

We wanted to inform you that a recent update to the DAANES Report (5055) has been implemented as of last night.

The PRO-1141 DAANES Comp Assessment form has been replaced by the state and is no longer used for DAANES reporting. It has been replaced by the PRO-0122 DAANES Service Initiation form, which has been in effect since January 2024.

If your agency has been using the PRO-1141 form, you’ll notice that the PRO-0122 form has been activated for your agency.
Please ensure that all staff members are using the new PRO-0122 form for all DAANES reporting requirements moving forward.

If your agency would like the PRO-1141 form turned off, please submit a case through the Therapy Brands Community Portal.

These updates are aimed at improving efficiency and accuracy in our reporting processes. Thank you for your cooperation and support as we implement these changes.

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 would like to inform you that we will be conducting maintenance on our systems on May 29th at 10:00 PM CST/11:00 PM EST. Users will experience downtime for 30 minutes and potentially up to 2 hours.

This maintenance is necessary to ensure that our systems are running at their optimal performance and to provide you with the best possible experience. We apologize for any inconvenience this may cause and thank you for your understanding.

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

Attention Procentive Customers:

We will be closed on Monday, May 27th for Memorial Day.

All support requests received on Monday will be prioritized and worked on when we return on Tuesday, May 28th. For urgent issues, we will be monitoring these channels throughout the day and will respond as soon as possible.

Have a safe and happy holiday!