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.

Attention Procentive Customers:

We have been informed that Change Healthcare is experiencing a network interruption related to a cyber security issue. Change Healthcare’s security experts are working to address this matter. Our customers may experience delays in processing Claims, ERAs and Eligibility Requests.

Change Healthcare is widely used to connect other clearinghouses to payers, so this outage may impact claims processing services for all clearinghouses including Apex, Office Ally, Waystar/Zirmed, and Availity.

We are unclear as to how long this outage is expected to last, however, we will provide you with an update as more information becomes available.

You can also check the status page for updates on this outage.

We apologize for any inconvenience this may have caused. We will keep you updated as more information becomes available to us.

Attention Procentive Customers:

We would like to inform you that we will be conducting maintenance on our systems on February 28th 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.

Is anyone having issues with the eligibility module not giving them a response back for clients that have MN MA or a PMAP?  We were having no issues getting responses back on Monday (2/12) but starting Tuesday (2/13) we run the check and we don't get an error nor a response.  Any other payer besides MN MA/PMAP's are working, without issues. 

Procentive said they haven't heard from any other provider, so they are of no help on this and they can't see anything on their side that would be causing this.  We didn't change a thing from Monday to Tuesday that would be causing this either, so we are at a complete loss here. 

Does anyone know of a report that shows you appointments that haven't been checked in?  I sent a ticket in about a month ago and haven't received a response so I thought I would check with the real experts!

Anyone having issues with the faxing module today? We seem to have all our out-going faxes stuck in the "queued" status.

We have a couple of payments that have a CS adjustment amount on top of the ERA's (where interest and FB are posted). Some of these amounts are from 2022 that they payer has not used. 

I am wondering what others have done in this case? 

All the claims I submitted yesterday, for all payers, were rejected for "Error Message: Element NM103 (Name Last or Organization Name) is missing. This Element's user option is 'Must Use'. Segment NM1 is defined in the guideline at position 2500."

Did this happen to anyone else?  Wondering if this is Procentive problem or if something changed somewhere in our setup.

Thanks!

Does anyone know a way to have a treatment plan expiration drop from the 3130 report when the review has been completed? Do we have to inactivate the initial treatment plan for it to show that the review has been completed? Or is there something else that we have to do in order to have the report only show reviews that have not been completed? 

Thank you, 

Samantha Pillow