Attention Procentive Customers:

Therapy Brands systems are not impacted by either of the ongoing outages related to Microsoft Windows and the Microsoft Azure Cloud.

Major news outlets report that many Microsoft customers are currently affected by a global outage that started in the early morning hours on Friday, July 19. According to multiple news reports, the outage was caused by CrowdStrike, a security vendor that pushed a faulty update to Microsoft Windows operating system.

Therapy Brands does not use CrowdStrike in our environment. Our Engineering and IT teams have confirmed that there is no outage with Therapy Brands products and our corporate IT environment.

In addition, according to the Wall Street Journal, multiple Microsoft customers were impacted late Thursday night by a Microsoft Azure outage that impacted many cloud services, including Microsoft 365 applications. Therapy Brands was not impacted by this outage.

Please note Therapy Brands customers or business partners might be affected by this outage. Our teams are closely monitoring the situation and will provide additional update as needed.

Attention Procentive Customers:

We will be closed on Thursday, July 4th for Independence Day.

All support requests received on Thursday will be prioritized and worked on when we return on Friday, July 5th. 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!

Are any of you billing 90 Degree Benefits for your clients? On the 90 Degree website it says "If you send EDI claims to Change Healthcare, please update the platform to Optum Healthcare." We reached out to Procentive who told us they only use Availity for electronic submissions and there is not an option to use a different clearing house. What are others doing in this situation? It seems to me like we shouldn't have to submit paper claims. 

Attention Procentive Customers:

We would like to inform you that we will be conducting maintenance on our systems on June 26th 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.

For those Procentive users that switched to Vantage, do any of you use Card Swipes by chance?  If you do, are you having any issues with them not pulling in the correct information?   

We were informed by Procentive that any generic card swipe would work and we used them with CMS with no issues.  But now that we switched to Vantage and use the card swipes, it pulls in the cc number but puts symbols in the front of the number and then cuts off the end of the number because of the symbols being entered at the beginning.  It also does not pull the expiration date or security code in.  

So just wondering if others are having this same issue, or if it is just something on our end for some reason.  We have a ticket in to Procentive about it but no resolution yet from them either. 

UPDATE:

Attention Procentive Customers:

We believe this issue has been resolved.

If you are experiencing any continued issues with the ePrescribe module, please reach out to our support team via the Therapy Brands Community Portal.

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Attention Procentive Customers:

Customers that utilize the NewCrop ePrescribing module may be experiencing delays.

Our team is working to resolve this as quickly as possible.

For more updates and to subscribe for future updates, please refer to the NewCrop status page:

NewCrop Status Page

We will provide another update once resolved.

If you have any additional questions or concerns, please reach out to our support team via the Therapy Brands Community Portal.

Procentive- Has this issue with DHS and Availity Claims been resolved?  I do not want to have my staff resend all our claims if there is still an issue. 

Attention Procentive Customers:

We would like to inform you that we will be conducting maintenance on our systems tonight on June 12th 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.

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.