ProviderOne Discovery Log

Discovery Log: Open

Discovery Log Number

00279

Discovery Description

The ProviderOne system will be unavailable from 1 a.m. Saturday, August 19 to 10 a.m. Sunday, August 20 (33 hours) due to scheduled maintenance.

Date Reported

N/A

ETA

8/19/2017

Provider Impact

All Providers

Workaround

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. The faxes will be processed after the outage is complete.

Date Closed

N/A

Discovery Log Number

00276

Discovery Description

An issue with the Grouper Version for OPPS and Outpatient Medicare Crossover Claims has been identified with claims submission on/after 04/21/2017 with some EAPG's being incorrectly assigned at time of payment. The issue is currently being fixed/tested and will go into the ProviderOne Production environment on 07/31/2017. HCA will complete Mass Adjustments which will be begin on 07/31/2017 with the last batch to be completed by 08/21/2017. Provider - Payments may be incorrect and claims may be adjusted when adjustment may not be necessary and then repaid the same amount.

Date Reported

7/21/2017

ETA

8/28/2017

Provider Impact

Phase 1

Workaround

N/A

Date Closed

N/A

Discovery Log Number

00274

Discovery Description

Some providers are receiving paper RA’s which include adjustment “OFIN Invoice” lines related to a different provider.

Date Reported

7/10/2017

ETA

10/20/2017

Provider Impact

All Providers

Workaround

The dollar amounts paid are correct. The unrelated adjustments should be ignored. No client or TCN specific information is included on the incorrect RA’s. Staff may receiving calls/tickets from confused providers. Providers may be confused by the number of pages in their PDF RA’s.

Date Closed

N/A

Discovery Log Number

00261

Discovery Description

Units for E1028 are being cutback even though there are units still available in the PA. This occurs when PROC E1028 is Authorized on multiple lines for the same DOS. P1 randomly picks a line that matches and if a line with less units authorized is chosen, the units are cut back. Since lines are chosen at random, sometimes the claim pays correctly. Authorizations is no longer building PA this way for PROC effective December 2016.

Date Reported

3/2/2017

ETA

12/31/2017

Provider Impact

Phase 1

Workaround

Older claims must have the PA corrected to one line. The claim must be voided first (can be by the provider or HCA). Then staff can send an email to Shannon Jackson (Shannon jackson@hca.wa.gov) or Tammy Frahman (Tammy.Frahman@hca.wa.gov) to request that PA for E1028 be corrected so that all units are on one line. Once the PA is updated, the provider or staff can resurrect the claim to pay correctly.

Date Closed

N/A

Discovery Log Number

00264

Discovery Description

A change was implemented in ProviderOne on 03/11/2017 changing how NCCI is implemented. The system was not enforcing the Claim Category/Methodology properly for Procedure-to-Procedure (PTP) edits. Durable Medical Equipment (DME) edits should only apply to Med Vendor and Part B XO Claim Types. Practitioner & Ambulatory Surgical Center Services (PRA) should only apply to Professional, ASC, EPSDT and Part B XO Claim Types. Outpatient Hospital Services (OPH) should only apply to Claim Types OPPS, Outpatient and Part A XO Outpatient Claim Types. Also, Medically Unlikely Edits (MUEs) unit edits were combined with HCA state policy unit edits. Currently NCCI PTP denials are giving CARC denial reason 236 for ASC, Professional, EPSDT and Med Vendor Claim Types. After this change NCCI PTP denials will have same denial reason and will post on the previous Claim Types, but now will also post on Part B XO, OPPS, Outpatient and Part A XO Outpatient Claim Types. Currently NCCI MUE and HCA state policy unit denials are giving CARC/RARC denial reason A1/N362. After this change HCA state policy unit denials will have the same denial reason for the same claim types. However, NCCI MUE denials will use reason combination 273/N362 which is unique to all their ProviderOne edits. NCCI MUE unit edit and HCA state policy unit edit may post together when the reason is NCCI MUE only, until they can be separated. If both denials are present then consider this only an NCCI MUE denial.

Date Reported

3/13/2017

ETA

9/30/2017

Provider Impact

Phase 1

Workaround

These edits are federally mandated and will be applied as given to the state. Current NCCI PTP and MUE can be found at https://www.medicaid.gov/medicaid/data-and-systems/ncci/index.html if you have any questions.

Date Closed

N/A

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

5/5/2017

ETA

12/31/2999

Provider Impact

All Providers

Workaround

Use Internet Explorer to generate barcode coversheets.

Date Closed

12/31/2999

Discovery Log Number

00273

Discovery Description

When using Internet Explorer (IE) to access ProviderOne and using the Printer icon in ProviderOne to get a screen shot, the printout received is not of the screen requested but prints a line with Error 404: A recent Microsoft security update for IE has this printing issue noted as known and Microsoft is researching the problem.

Date Reported

6/21/2017

ETA

12/31/2999

Provider Impact

All Providers

Workaround

There are two ways to get the print from IE: 1. From the ProviderOne screen wanting the screen shot - On the IE menu bar > click File > click Print > verify the Printer is the printer you want to print to > click Print 2. From the ProviderOne screen wanting the screen shot - press/hold Ctrl key > press P > verify the Printer is the printer you want to print to > click Print 1.Note: browsers Google Chrome, Firefox and Safari do not experience this issue

Date Closed

12/31/2999

Discovery Log: Closed

Discovery Log Number

00278

Discovery Description

The ProviderOne system will be unavailable from 6 a.m. Saturday, August 12 to 6 a.m. Sunday, August 13 (24 hours) due to scheduled maintenance.

Date Reported

8/8/2017

ETA

8/13/2017

Provider Impact

All Providers

Workaround

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. The faxes will be processed after the outage is complete.

Date Closed

8/14/2017

Discovery Log Number

00277

Discovery Description

The ProviderOne system will be unavailable from 4 a.m. Saturday, July 29 to 1 a.m. Sunday, July 30 (21 hours) due to scheduled maintenance. This outage does not affect the Pharmacy POS

Date Reported

7/24/2017

ETA

7/31/2017

Provider Impact

All Providers

Workaround

Pharmacies will still be able to submit claims for processing and faxes can be sent during the outage. The faxes will be processed after the outage is complete. Please report any issues to: mmishelp@hca.wa.gov.

Date Closed

7/31/2017

Discovery Log Number

00275

Discovery Description

The ProviderOne system will be unavailable Saturday, July 15 from 4:30 a.m. to 7:30 p.m. due to scheduled maintenance.

Date Reported

7/10/2017

ETA

7/15/2017

Provider Impact

All Providers

Workaround

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. The faxes will be processed after the outage is complete.

Date Closed

N/A

Discovery Log Number

00258

Discovery Description

A system error was made in regards to codes D4341/D4342 causing claims to deny in error. This error has been fixed and claims are being mass adjusted.

Date Reported

2/10/2017

ETA

2/17/2017

Provider Impact

Phase 1

Workaround

The system has now been corrected and claims will no longer deny in error. Mass adjustment should be completed by 02/17/2017

Date Closed

2/21/2017

Discovery Log Number

00259

Discovery Description

Within DDE entering a claim note with special characters the system will pop up and error message if an inappropriate character is used.

Date Reported

2/21/2017

ETA

3/10/2017

Provider Impact

All Providers

Workaround

N/A

Date Closed

4/3/2017

Discovery Log Number

00263

Discovery Description

In order to support additional required maintenance activities, the Routine Maintenance previously scheduled for Friday, March 10, 2017 has been moved to Saturday, March 11, 2017. ProviderOne will be unavailable during this updated scheduled maintenance period.

Date Reported

3/9/2017

ETA

3/12/2017

Provider Impact

All Providers

Workaround

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. The faxes will be processed after the outage is complete. Please report any issues to: mmishelp@hca.wa.gov.

Date Closed

3/13/2017

Discovery Log Number

00264

Discovery Description

Providers are receiving a Message undefined when they try to Adjust/Resubmit claims from the provider portal

Date Reported

3/15/2017

ETA

6/30/2017

Provider Impact

All Providers

Workaround

N/A

Date Closed

4/4/2017

Discovery Log Number

00266

Discovery Description

ProviderOne outage planned for Saturday April 1, 2017

Date Reported

3/27/2017

ETA

4/3/2017

Provider Impact

All Providers

Workaround

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. The faxes will be processed after the outage is complete. Please report any issues to: mmishelp@hca.wa.gov.

Date Closed

4/3/2017

Discovery Log Number

00267

Discovery Description

The ProviderOne system will be unavailable Saturday, April 22 from 6 a.m. to 7 p.m. due to scheduled maintenance.

Date Reported

4/18/2017

ETA

4/22/2017

Provider Impact

All Providers

Workaround

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. The faxes will be processed after the outage is complete. Please report any issues to: mmishelp@hca.wa.gov.

Date Closed

4/25/2017

Discovery Log Number

00269

Discovery Description

In order to support additional required maintenance activities, the routine maintenance previously scheduled for Friday, May 5, 2017 has been moved to Saturday, May 6, 2017 from 6 a.m. through Sunday, May 7, 2017 3 p.m. ProviderOne will be unavailable during this updated scheduled maintenance period.

Date Reported

5/1/2017

ETA

5/7/2017

Provider Impact

All Providers

Workaround

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. The faxes will be processed after the outage is complete.

Date Closed

5/8/2017

Discovery Log Number

00271

Discovery Description

Some claims submitted with diagnosis code Z940 were denied incorrectly. This mass adjustment is being done to correct the payments.

Date Reported

5/26/2017

ETA

6/30/2017

Provider Impact

Phase 1

Workaround

N/A

Date Closed

6/7/2017

Discovery Log Number

00260

Discovery Description

When using the Chrome browser to access ProviderOne via OneHealthPort (OHP) and the ProviderOne OHP user account is ‘locked’ for that domain on page ‘pgUserGeneral’; the ‘Close’ button is non-functional for the message displayed.

Date Reported

2/24/2017

ETA

7/1/2017

Provider Impact

Phase 1

Workaround

Close out of the tab/window the message is displayed on, contact your organizations ProviderOne System Administrator and notify them your ProviderOne OHP user account is locked.

Date Closed

N/A

Discovery Log Number

00262

Discovery Description

The message received is not understandable (Error: Message undefined) when there is not an email address on record for their user account and they are performing the unlock/reset password functionality. When the unlock/reset password function is performed, the system emails the reset password to the person but when there is no email address on record, they receive an error message. On June 30, 2017 there will be an update to the wording of the error message to be more clear/concise.

Date Reported

3/8/2017

ETA

6/30/2017

Provider Impact

All Providers

Workaround

Providers contact your organizations ProviderOne System Administrator to enter appropriate email address to their user account. After that is completed the user will be able to perform the unlock/reset password function.

Date Closed

N/A

Discovery Log Number

00268

Discovery Description

Payments were made from an incorrect fee schedule.

Date Reported

4/21/2017

ETA

5/31/2017

Provider Impact

Phase 1

Workaround

None

Date Closed

N/A

Discovery Log Number

00272

Discovery Description

Backup ventilator rentals (ventilator procedures billed with both RR and U2 modifiers) are paying incorrectly at full rental rate. This is for claims paid by the system after 11/18/2016 and will be fixed for R4 (6/30/2017). A mass adjustment will be done on these claims in early July 2017.

Date Reported

6/29/2017

ETA

7/1/2017

Provider Impact

Phase 1

Workaround

N/A

Date Closed

N/A

Discovery Log: Archived

View all closed Discovery Log items.