ProviderOne Discovery Log

Discovery log: Open

00447: Association Error using NPI
Discovery log number
00447
Discovery description

When trying to add billing provider details in a servicing provider’s application, ProviderOne gives an error when using the NPI.

If workaround can’t be used, might not be able to progress in applications or modifications.

Date reported
ETA
Provider impact
All Providers
Workaround
Using the ProviderOne to add the billing provider doesn’t give an error.
00452: ProviderOne outage planned for Saturday, October 25, 2025
Discovery log number
00452
Discovery description

The ProviderOne system will be unavailable from 7 a.m. until 12 p.m. on Saturday, October 25, 2025 (5 hours) due to scheduled maintenance.

This outage does not affect the Pharmacy POS

Pharmacies will still be able to submit claims for processing and faxes can be sent during the outage. Faxes will be processed after the outage is complete.

Please report any issues to:  mmishelp@hca.wa.gov.

Thank you,

Date reported
ETA
Provider impact
All Providers
Workaround
Please report any issues to: mmishelp@hca.wa.gov.
00449: Incorrect EFT status
Discovery log number
00449
Discovery description

After new updates made to EFT account information is approved, the EFT status immediately switches to Failed when it should say In-Process.

Incorrect information displayed

Date reported
ETA
Provider impact
All Providers
Workaround
N/A
00450: Roster Excel error when using All option under Location column
Discovery log number
00450
Discovery description

The roster error “70087 The Billing Provider does not have an Administration” generates when using the ALL value in roster excel template for locations.

Using ALL value prevents roster data getting into ProviderOne

Date reported
ETA
Provider impact
All Providers
Workaround
Manually enter each location code in template instead.
00349: 3M Inpatient Grouper Issue
Discovery log number
00349
Discovery description

Due to a system issue involving the inpatient grouping software that is still being tracked, some inpatient claims received by HCA may either improperly fail to group to a DRG, causing a denial, or in a smaller number of cases, group to an incorrect DRG, which may cause some denials or pricing changes. The issue will be resolved as quickly as possible.

In most cases involving this issue, providers will see inpatient claims deny for failure to group to a DRG. In a minority of cases, there may be some claims which group to an incorrect DRG.

Date reported
ETA
Provider impact
Phase 1
Workaround
Follow established processes for checking into claims denials through customer service phone or email. Alternatively, the user may attempt to adjust claims themselves as most claims group correctly on the second attempt.
00270: PDF issues with some browsers
Discovery log number
00270
Discovery description

This issue is not specific to ProviderOne. Please refer to the Adobe website for assistance. ProviderOne related issue: When creating barcode coversheets using come internet browsers, the barcode is not generating/displaying.

Date reported
ETA
Provider impact
All Providers
Workaround
Using your preferred internet browser, enter the TCN or prior authorization number on the appropriate barcode coversheet and submit. HCA is aware that the barcode will not be on your barcode coversheet and will process your backup accordingly.
Date closed

Discovery log: Closed

00451: ProviderOne Access Issue, October 13, 2025 – RESOLVED
Discovery log number
00451
Discovery description

Provider access to ProviderOne has been restored.  The issue that was preventing access to ProviderOne (waproviderone.org) via both the ProviderOne Provider Portal and OneHealthPort have been resolved.  Users are now able to access the system as expected.

 

If you continue to experience an access issues please submit a ticket to mmishelp@hca.wa.gov

 

Thank you for your patience as we worked to resolve this issue.

Date reported
ETA
Provider impact
All Providers
Workaround
N/A
00448: ProviderOne SFTP Port change for Production MFT server
Discovery log number
00448
Discovery description

HCA’s ProviderOne will be making an SFTP port change for ftp.waproviderone.org from 22 to 1025 effective October 13, 2025, at 6:00 PM PST.

Action Required:
Update all EDI file submission and download scripts to use port 1025 on October 13, 2025, at 6:00 PM PST to avoid any disruptions. Do not change your port to 1025 prior to the change on October 13, 2025, at 6:00 PM PST.

If you have any questions or need assistance, please reach out to hipaa-help@hca.wa.gov

Thank you for your attention to this update.

Provider Impact: Providers that currently access ftp.waproviderone.org

Date reported
ETA
Workaround
N/A
00446: ProviderOne outage planned for Saturday, September 13, 2025, through Sunday, September 14, 2025
Discovery log number
00446
Discovery description

To all ProviderOne users

ProviderOne outage planned for Saturday, September 13, 2025, through Sunday, September 14, 2025

The ProviderOne system will be unavailable from 5:30 a.m. Saturday, September 13 until 8 a.m. Sunday, September 14 (26.5 hours) due to scheduled maintenance.

This outage does not affect the Pharmacy POS

Pharmacies will still be able to submit claims for processing and faxes can be sent during the outage. Faxes will be processed after the outage is complete.

Please report any issues to:  mmishelp@hca.wa.gov.

Thank you.

Date reported
ETA
Provider impact
All Providers
Workaround
Please report any issues to: mmishelp@hca.wa.gov
00445: ProviderOne outage planned for Saturday, July 12, 2025, through Sunday, July 13, 2025
Discovery log number
00445
Discovery description

The ProviderOne system will be unavailable from 5:30 a.m. Saturday, July 12 until 8 a.m. Sunday, July 13 (25.5 hours) due to scheduled maintenance.

This outage does not affect the Pharmacy POS

Pharmacies will still be able to submit claims for processing and faxes can be sent during the outage. Faxes will be processed after the outage is complete.

Please report any issues to:  mmishelp@hca.wa.gov.

Thank you.

Date reported
ETA
Provider impact
All Providers
Workaround
Please report any issues to: mmishelp@hca.wa.gov.
00443: Juneteenth Holiday will impact ProviderOne payment date
Discovery log number
00443
Discovery description

In observance of Juneteenth, state offices will be closed Thursday, June 19, 2025.  As a result, provider payments for the week June 16, 2025, will be made on Saturday, June 21, 2025, including the delivery of Remittance Advices (RAs) and HIPAA 835 remittance files.

Thank you.

Date reported
ETA
Provider impact
All Providers
Workaround
N/A
00444: ProviderOne Payment Schedule Changes: 2025 State Biennium End and Independence Day
Discovery log number
00444
Discovery description

Due to the timing of the State Biennium End and the observance of Independence Day, payments to providers for the week of June 30, 2025, will be delayed and made the following week on Tuesday, July 8, 2025. Remittance Advices (RAs) and HIPAA 835 files will also be made available on Tuesday, July 8, 2025.  Normally payments and remittance advice documents would be available for providers on Friday, July 4, 2025 but must be moved due to the Biennium end and the holiday.

Claim submission deadlines have been updated as reflected below to ensure that providers are able to receive payment and Remittance Advice documents on July 8, 2025.

The deadline for submission of claims to ProviderOne in order to receive payment on July 8, 2025 will be extended to 5 p.m. on Wednesday, July 02, 2025.

The deadline for submission of pharmacy claims to the Point of Sale (POS) in order to receive payment on July 8, 2025 will be extended to 5 p.m. on Tuesday, July 1, 2025.

Payment and claims submission deadlines for the week of July 7, 2025 will not be impacted.  Two payments will be made during this week.

Date reported
ETA
Provider impact
All Providers
Workaround
N/A
00442: ProviderOne Payment Schedule Changes: 2025 State Biennium End and Independence Day
Discovery log number
00442
Discovery description

Due to the timing of the State Biennium End and the observance of Independence Day, payments to providers for the week of June 30, 2025, will be delayed and made the following week on Tuesday, July 8, 2025. Remittance Advices (RAs) and HIPAA 835 files will also be made available on Tuesday, July 8, 2025.  Normally payments and remittance advice documents would be available for providers on Friday, July 4, 2025, but must be moved due to the Biennium end and the holiday.

Claim submission deadlines have been updated as reflected below to ensure that providers are able to receive payment and Remittance Advice documents on July 8, 2025.

The deadline for submission of claims to ProviderOne in order to receive payment on July 8, 2025, will be extended to 5 p.m. on Wednesday, July 02, 2025.

The deadline for submission of pharmacy claims to the Point of Sale (POS) in order to receive payment on July 8, 2025 will be extended to 5 p.m. on Tuesday, July 1, 2025.

Payment and claims submission deadlines for the week of July 7, 2025 will not be impacted.  Two payments will be made during this week.

Date reported
ETA
Provider impact
All Providers
Workaround
N/A
00441: ProviderOne outage planned for Saturday, June 14, 2025, through Sunday, June 15, 2025 - CANCELLED
Discovery log number
00441
Discovery description

The ProviderOne system outage planned for 5:30 a.m. Saturday, June 14 until 8 a.m. Sunday, June 15 (25.5 hours), has been cancelled and will be rescheduled for a future date.  The ProviderOne system will be available and fully operational on Saturday, June 14, 2025 and Sunday, June 15, 2025.

Date reported
ETA
Provider impact
All Providers
Workaround
N/A
00440: ProviderOne outage planned for Saturday, June 14, 2025, through Sunday, June 15, 2025
Discovery log number
00440
Discovery description

To all ProviderOne users

ProviderOne outage planned for Saturday, June 14, 2025, through Sunday, June 15, 2025

The ProviderOne system will be unavailable from 5:30 a.m. Saturday, June 14 until 8 a.m. Sunday, June 15 (25.5 hours) due to scheduled maintenance.

This outage does not affect the Pharmacy POS

Pharmacies will still be able to submit claims for processing and faxes can be sent during the outage. Faxes will be processed after the outage is complete.

Date reported
ETA
Provider impact
All Providers
Workaround
Please report any issues to: mmishelp@hca.wa.gov.
00439: ProviderOne Portal claims submission Error due to apostrophe in clients last name
Discovery log number
00439
Discovery description

ProviderOne Portal is returning error “Exception in fetching multiple list record” when the Client’s last name is submitted with an apostrophe from Page ID: dlgCreateBatchFromTemplate(Claims).

Date reported
ETA
Provider impact
All Providers
Workaround
submit the client name without the apostrophe
00438: Providers receive errors when submitting claims
Discovery log number
00438
Discovery description

When navigating in the ProviderOne Provider portal some providers are receiving error messages when attempting to select certain hyperlinks, or when attempting to submit a claim.

The error message received can be one of many:

  • A blank screen with a close button in the upper left corner
  • A warning message at the top of page: 'The service code or modifier submitted is invalid'

All error messages may not be identified yet. These error messages may not be a ProviderOne issue. Many times, this indicates the Provider needs to allow the ProviderOne URL to their allowed sites under pop-ups and redirects in their browser settings. 

Instructions to provide for the provider

Open your browser, Google Chrome, MS Edge, etc.

If using edge:

  1. Go to settings.
  2. On the left side of the screen, select ‘Cookies and site permissions’.
  3. Under All Permissions, select ‘Pop-ups and redirects’.
  4. Go to Allow.
  5. If no, then select ‘ADD’.
  6. Type in https://www.waproviderone.org.
    • (IMPORTANT: Make sure that the URL does not contain any typos, extra spaces, or extra characters.)
  7. Close the browser and restart.

If using chrome:

  1. Go to settings.
  2. On the left side of the screen, select ‘Privacy and security’.
  3. Under Privacy and Security select ‘Site settings’.
  4. Select ‘Pop-ups and redirects’.
  5. Go to Allow.
  6. If no, then select ‘ADD’.
  7. Type in https://www.waproviderone.org.
    • (IMPORTANT: Make sure that the URL does not contain any typos, extra spaces, or extra characters.)
  8. Close the browser and restart.

If this does not fix the issue, the provider or staff can submit a ticket to MMIS. This will create a ticket for the ProviderOne Operations team to resolve.

The popup blocker will prevent the providers from submitting their claims to the ProviderOne system.

Date reported
ETA
Provider impact
All Providers
Workaround
No workaround.
00437: ProviderOne outage planned for Saturday, March 8, 2025, through Sunday, March 9, 2025
Discovery log number
00437
Discovery description

To all ProviderOne users

ProviderOne outage planned for Saturday, March 8, 2025, through Sunday, March 9, 2025

The ProviderOne system will be unavailable from 4:30 a.m. Saturday, March 8 until 8 a.m. Sunday, March 9 (26.5 hours) due to scheduled maintenance.

This outage does not affect the Pharmacy POS

Pharmacies will still be able to submit claims for processing and faxes can be sent during the outage. Faxes will be processed after the outage is complete

Date reported
ETA
Provider impact
All Providers
Workaround
Please report any issues to:  mmishelp@hca.wa.gov.
00436: Remittance Advice Reconciliation Issue
Discovery log number
00436
Discovery description

We have become aware of a Remittance Advice reconciliation issue that occurred during last week’s payment and remittance cycle on January 1-3, 2025.  To be clear, this is a remittance issue, not a payment issue.  While we are still diagnosing the root cause and remediation, we want to provide assurance that payments made last week on January 3, were accurate.  Impacted providers received a Remittance Advice showing a lower payment amount than the actual payment amount received by the providers.  Once remediation activities have been defined, specific outreach will be conducted with impacted providers.

Please submit additional questions to MMISHelp@hca.wa.gov

Date reported
ETA
Provider impact
All Providers
Workaround
Please submit additional questions to MMISHelp@hca.wa.gov
00408: Accessing ProviderOne from OneHealthPort (OHP) displaying incorrect message "No User Profiles assigned to the User. Please contact HCA ProviderOne Security”.
Discovery log number
00408
Discovery description

When OHP subscriber is accessing ProviderOne from OHP, OHP sends to ProviderOne the OHP role the OHP subscriber has associated.  When the ProviderOne security domain does not have ProviderOne profiles associated for ProviderOne profiles to OHP role, the incorrect message is displayed "No User Profiles assigned to the User. Please contact HCA ProviderOne Security”. 

The correct message is "Error: Please contact System Administrator. There are no ProviderOne profiles associated with your roles".

Date reported
ETA
Provider impact
All Providers
Workaround
The OHP administrator for the provider refers to the ProviderOne Security Profiles and Descriptions/OneHealthPort Roles document (https://www.hca.wa.gov/assets/billers-and-providers/providerone_associated_profile_definitions.pdf) for the appropriate OHP role the OHP subscriber should have associated to their OHP subscriber account. If the OHP administrator needs assistance on the process to update OHP role on OHP subscriber account, please contact OHP at 1-800-973-4797

Contact

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