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ProviderOne upgrade on Labor Day weekend

Software upgrades to the ProviderOne system are scheduled for Labor Day weekend, starting the evening of August 29, and will include an upgrade to the call center system as well.

How long will ProviderOne be down?

The system will be completely unavailable between 5 p.m. Friday, August 29, and 6 a.m. Monday, September 1.

What will be affected?

All transactions will be affected. They include:

  • Client eligibility inquiries (via web portal and IVR).
  • Direct data entry.
  • Remittance Advice (RA) retrievals.
  • HIPAA batch file submission via web. 

SFTP HIPAA batch file submission and retrieval will still be available, but any new batch transactions submitted will not resume until the system is back up on September 1.

How long will the call center be affected?

IVR functionality will be down from 5 p.m. Friday, August 29, until 6 a.m. Tuesday, September 2.

Client eligibility inquiries can be done starting at 6 a.m. Monday, September 1, via the ProviderOne web portal only. The IVR will not be operational until September 2.

Other impacts?

Outside of the anticipated downtime, the system upgrades should not impact you once they’re completed. HCA wanted to inform you in advance because of the length of the maintenance period. Additional information will be provided if needed.

Should you experience any issues beginning September 1, please contact us at mmishelp@hca.wa.gov.

Thank you. 

First-Timers' Guide to Washington Apple Health (Medicaid)

Health Care Authority has developed a First-Timer's Guide to Washington Apple Health (Medicaid) which providers may find useful in understanding some of the common questions and concerns our clients have. Versions in other languages can be found at our publications website under publication 19-024.

Fee Schedule Notice for 2014

The 2014 updates to our Fee Schedules website have been delayed. Providers inquiring about 2014 rates and prior authorization requirements can access this information on our listerv notices. Subscribers to our listserv will already have been sent these, however, providers can also check for Fee Schedule updates by visiting our 2013 Provider Notices site.

Browsers may need Windows update

ProviderOne is currently not compatible with Internet Explorer 10. Microsoft is pushing out an automatic Windows 7 update. With this update, Internet Explorer 10 is becoming available to more users. If your office happens to upgrade to Internet Explorer 10, there are some simple steps you will have to take to access ProviderOne. These steps will also be available from the ProviderOne Login page.

  1. Go to Tools in the Internet Explorer menu bar
  2. Select/click on Compatibility View option

ProviderOne routine maintenance

ProviderOne maintenance occurs every 6 weeks and requires that the system be unavailable (or down) for a period of time. During this downtime, the vendor promotes the correction of system bugs and/or system enhancements. The maintenance occurs from 5 a.m. to 3 p.m. PST and will affect the following transactions:

Eligibility inquiries via the website will NOT be available until after 3 p.m.

Eligibility inquiries through the automated telephone system (IVR) 1-800-562-3022; a Medicaid Eligibility Vendor; or Services Card swipe card reader will be available EXCEPT between 5 a.m. to no later than 10 a.m.

All other direct entry transactions on the website will not be available until after 3 p.m.

HIPAA batch file transactions submission and retrieval using secure FTP will not be affected by these maintenance activities.

Detailed Calendar 

Medicaid's Customer Service Center

Our Medical Assistance Customer Service (1-800-562-3022) telephone hours are 7:30 a.m. to 4:30 p.m. weekdays. Many provider questions can be answered quickly any time of day through interactive telephone features or on this Internet site. To contact the customer service center or the ProviderOne Help Desk by e-mail, fill out our web form. Additional help on provider topics is available in the the Billing and Resource Guide.

Electronic funds transfer

We are currently requesting all providers to enroll in the Departments Electronic Funds Transfer program as soon as possible. The process is simple and your payments would be transferred into your bank account directly. You can download the Electronic Funds Transfer form, fill it out and then fax or mail it to Provider Enrollment at the fax number/address on the form.

Later this year we will be consider requiring all providers to enroll in the Electronic Funds Transfer program. Get a head start and help the state save money on processing and mailing costs...