Random Password Changes
Multiple staff in my agency have had their passwords change inexplicably this week, myself included. Is this due to the intermittent outages with Procentive we've been experiencing lately?
KNOWN ISSUES: Upgrade coming today to Time Module display
We have been working on solutions to improve the recent performance issues that customers have been experiencing. One of the performance draws that we have identified recently has been in the Time Module, when customers attempt to display longer date ranges, without first limiting their search to a specific staff or client.
Because of this, we are going to implement a solution in the Time Module. It will be live sometime today. There are two key changes that we believe will help resolve this issue:
1. When you first enter the Time Module, you will need to select either a date range or a staff or location to first trigger the page to load.
2. When you select a date range that is longer than 90 days, the system will prompt you to also select a client or staff first. The only exceptions to the date range limitation will be if you select to show service lines that haven't been billed yet, or service lines that have an error.
There may be further fine tuning of this logic in the coming days, but in order to help improve performance, we are pushing this change through as soon as possible. Once the change is live, we will update this comment again.
Also, this change is just one of the improvements we are making to the system to improve performance. We will make further announcements about these updates soon.
Kevin Holmes
Product Services Director
Thank you everyone for letting us know how you are experiencing the system. We are working on improvements to help with performance. Just in case you missed the post from last week, see below for more details on the work we are currently doing to help make things better:
Hello all,
I just wanted folks to know that we have been paying attention to your concerns over performance, and we have been taking, and continue to take the necessary steps to make improvements.
In addition to modifying the product itself (as we did yesterday with the date selection in the Time Module), we have also increased the processing speed of our servers. These two tasks have already been completed.
Now, engineers are focusing on the "heavier" modules within Procentive. For example, certain modules within Procentive tend to require more processing power, either due to the number of records within the module, or due to the complex search queries that can be performed within them. Clinical/Charting, Billing, and the Client Modules are good examples of these. To help carry the extra load that these modules require, engineers are currently upgrading a database to handle these modules separately. This will not only speed things up for these specific modules, but it will also prevent them from negatively impacting the rest of the system.
And there are other improvements in the works as well.
We do apologize to everyone for the added frustration that recent performance issues have caused, and we ask for your continued patience as we put forth efforts to resolve the problem.
If you have further questions, please let us know.
Thank you,
Kevin Holmes
Director of Product Services
KNOWN ISSUES: Slowness Loading
You may be experiencing longer than normal load times within Procentive. We are looking into this right now and will update this page as soon as we have more details. Thank you for your patience as we work through this.
Hello all,
I just wanted folks to know that we have been paying attention to your concerns over performance, and we have been taking, and continue to take the necessary steps to make improvements.
In addition to modifying the product itself (as we did yesterday with the date selection in the Time Module), we have also increased the processing speed of our servers. These two tasks have already been completed.
Now, engineers are focusing on the "heavier" modules within Procentive. For example, certain modules within Procentive tend to require more processing power, either due to the number of records within the module, or due to the complex search queries that can be performed within them. Clinical/Charting, Billing, and the Client Modules are good examples of these. To help carry the extra load that these modules require, engineers are currently upgrading a database to handle these modules separately. This will not only speed things up for these specific modules, but it will also prevent them from negatively impacting the rest of the system.
And there are other improvements in the works as well.
We do apologize to everyone for the added frustration that recent performance issues have caused, and we ask for your continued patience as we put forth efforts to resolve the problem.
If you have further questions, please let us know.
Thank you,
Kevin Holmes
KNOWN ISSUES: Unable to Login
At this time we are experiencing issues and you'll be receiving errors or be unable to login. We are working on this right now and hope to have this resolved soon.
KNOWN ISSUES: Error for Client Groups
You may receive an error when trying to associate or disassociate a client group within the Client module, Program/Groups tab. We have identified the issue and it should be resolved by Wednesday, January 25th.
Automated Credit Card Payment Processing
From my understanding, Procentive is currently working on adding an online payment portal for clients to pay their bill online.
This thought may be a whole other animal, but I am wondering if this feature will include being able to pull funds automatically (ACH), without logging into a portal and making a payment?
Thanks!
Hi Kali - we're super excited to release this long awaited feature, and it includes so much except the ability to do ACH pulls. However, what there will be is a vault feature that will securely store the patient's credit card number so that you (or they) can run it when it's time to process a payment
KNOWN ISSUES -- Error in Billing with client first and last name
Procentive is throwing an error when checking claims in the billing module. The error says the client's first name, and last name cannot be empty. This is occurring even though the client's name is entered correctly in the client module. We are working to resolve this problem and will update this post as soon as the issue is resolved.
KNOWN ISSUES: MN MA Eligibility and Claims Intermittent
DHS (MN MA) has been having intermittent system issues today, resulting in some claims to come back with "No Response" status' in the Electronic module and eligibility requests to come back with errors. We are working with DHS to determine how long this will be an issue and they're working on resolving it as well.
DHS has stated that they've resolved both the eligibility and claims errors. You may submit eligibility as needed. Any claims that are listed with a status of "No Response" in the Electronic Module should be reviewed before resending to DHS. Please click on the Batch report link, if there is a 999 file listed at the top with a "(no errors)" then you do not need to resend, however if you do not see a 999 file, please resend the batch/invoice to DHS.
Customer support service by UserEcho
