Attention Procentive Customers:

We would like to inform you that we will be conducting maintenance on our systems on March 27th 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.

Curious to know, has anyone with Hennepin Health clients received any "normal" payments from Henn Health with the cyber security issue?  The last two weeks, our payments were a super small fraction of what they normally are, and it doesn't look like we're getting a payment at all this week.

Does anyone know if clients with an active client portal can log in and make payments via their phone?  A therapist asked and stated when her client logged in, he could only see statements.  Thanks.

Attention Procentive Customers:

We want to inform you that we are aware of a known issue where users are experiencing issues when billing out invoices. 

We want to assure you that we are actively working to resolve this issue as quickly as possible.

We will provide another update once this has been resolved.

UPDATE: 

This issue has been resolved.

If users continue to run into any issues, please reach out to our support team via the Therapy Brands Community Portal.

Attention Procentive Customers:

We want to inform you that we are aware of a known issue where users are experiencing extreme load times when accessing various modules within Procentive. 

We want to assure you that we are actively working to resolve this issue as quickly as possible.

We will provide another update once this has been resolved.

Is anyone having issues moving within Procentive? I am able to log into the system but not able to click on/move to any modules. None of the links on my Home Module are working. I am also not able to send a ticket but I will send a case. Just wondering if it was system-wide of just our agency. Thank you!

I am wondering if anybody has experience/success with either Dragon Speak or Fluency Direct dictation software with Procentive or any recommendations for other dictation software?

Can anyone give me any insight into Aetna credentialing as of 2024.  Prior to 1/1/24 Aetna used Pref One for their network credentialing.  As of 1/1/24, Pref One is under United Healthcare.  Because of this all of our providers are now considered out of network according to Aetna and we need to get credentialed directly with Aetna.  In the mean time we have several members with denied claims or claims getting processed as of out of network.  Can anyone confirm this information or give me any insight into what they have done for credentialing with Aetna starting 1/1/24?

Thank you. 

Attention Procentive Customers:

UPDATE: Connectivity Notification - Change Healthcare Pharmacy

Customers impacted:

• Health systems
• Health technology vendors

Start Time: Wednesday, February 21, 2024 - 12:35 PM ET

End Time: This issue is ongoing.

Product(s) impacted:

• E-Prescribing
• Record Locator & Exchange

Scope: Change Healthcare is currently experiencing a service disruption due to a cyber security incident. At this time, there is no security impact to the Surescripts network.

On February 21, 2024, Surescripts took immediate action by turning on our Message Queue Service. Today, due to the persistence of Change Healthcare’s service disruption, we turned off our Message Queue Service to allow prescriptions to flow electronically or automatically default to fax without delay. All messages will be transmitted once the disruption with Change Healthcare is resolved, though they may be delayed.

Regular updates on this incident are being provided by Change Healthcare:

Status Page

Recommended Actions: All electronic health records vendors and health systems should immediately provide guidance to prescribers regarding alternate means of transmission, in accordance with your EHR configuration. This guidance may include the following:

Change Healthcare’s E-Prescribing service is currently experiencing a disruption due to a cyber security incident. Until the issue is resolved, prescribers may receive errors when sending NewRx and RefRes messages. Surescripts will continue to attempt to transmit E-Prescribing messages electronically and automatically default to fax if needed. All successfully transmitted electronic and faxed messages will return a confirmation or error notification. Controlled substance prescriptions cannot be faxed and will result in an error message.