Discovery log: Open
- 00407: UP1 Provider Portal batch templates name not allowing special characters
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Discovery log number00407Discovery description
When creating claim batch templates in UP1 Provider, the Template Name field is not allowing the use of special characters, like commas.
Date reportedETAProvider impactAll ProvidersWorkaroundTemplate names will need to be created without special characters until the issue is fixed. - 00404: Changing profile from blue menu bar
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Discovery log number00404Discovery description
When changing profile using ability in blue menu bar is receiving message "BOSOL query name is not found"
Date reportedETAProvider impactAll ProvidersWorkaroundClick "My Inbox" tab (upper left) > click "Change Profile" > this will open a screen to select a profile to use > click the down arrow to display the list of profiles you have associated to your user account > click needed profile > click Go - 00406: DDE Claim Inquiry Search returns no results when searching lower case alpha characters
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Discovery log number00406Discovery description
Providers logging in to DDE and using the Claim Inquiry search function are not getting results when they use lower case letters in the client ID field. This pertains to both Medical Claim Inquiry and SS Claim Inquiry screens.
Claim inquiry may not return results.
Date reportedETAProvider impactAll ProvidersWorkaroundUse upper case Alpha characters when searching for claims in DDE. - 00405: Print icon in blue bar - the print font changed in the output
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Discovery log number00405Discovery description
In upgraded ProviderOne when selecting the Print icon in the blue bar, the font in the print output changed.
Date reportedETAProvider impactAll ProvidersWorkaroundThe print received with the font as it is generated until the fix is promoted. - 00402: Unable to update Service Facility Information for claim adjustments or resubmissions
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Discovery log number00402Discovery description
After a system update to the ProviderOne portal, the ability to update the NPI in the Service Facility field in the Other Claim Info tab was made inaccessible.
Date reportedETAProvider impactAll ProvidersWorkaroundWhen you have your claim up for adjustment or resubmission and you're on the Basic Claim Form page, go to the Other Claim Info tab. The fields will still be grayed out/un-editable. From here, click on the Basic Claim Info tab. Then, click on the Other Claim Info tab. The fields are now editable.
You'll notice that the NPI is missing and the address is populated.
We have coding in place that will only allow either an NPI by itself, or a client ID and address, you cannot have the address and NPI together.
If you are wanting to update the NPI, you'll need to delete the address information from the fields and then the NPI field will allow you to enter the NPI that you are needing to correct.
If you are wanting to update the client information, you will be able to update the client ID and address. - 00401: Missing Charge Mode Data
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Discovery log number00401Discovery description
If provider receives the denial “147 – Provider contractual/negotiated rate expired or not on file” posted on a line of an Outpatient claim that has been denied for other reasons.
Date reportedETAProvider impactAll ProvidersWorkaroundThis denial should be ignored unless it is the only denial received for that line.Date closed - 00349: 3M Inpatient Grouper Issue
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Discovery log number00349Discovery 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 reportedETAProvider impactPhase 1WorkaroundFollow 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
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Discovery log number00270Discovery 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 reportedETAProvider impactAll ProvidersWorkaroundUsing 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
- 00403: User accessing from OHP getting error message "No User Profiles assigned to the User. Please contact HCA ProviderOne Security"
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Discovery log number00403Discovery description
When an OHP subscriber has LOTS of Tax IDs associated to the OHP subscriber account and accessing ProviderOne from OHP, they are receiving ProviderOne message "No User Profiles assigned to the User. Please contact HCA ProviderOne Security".
The fix is being fast tracked for production promotion evening of 04/19/2024.
Date reportedETAProvider impactAll ProvidersWorkaroundN/A - Social Service Provider Payment Delay
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Discovery log number00403Discovery description
Due to a large increase in Social Service claims, HCA was not able to make the Wednesday cut off time with one Social Service claim file with OFM. Fortunately, OFM will process these claims by tonight. As a result, the Social Service providers impacted will experience the following:
• Social Service providers will not receive payment for these claims by Friday 4/5/2024.
• These claims will not be available on the Friday 4/5/2024 Remittance Advice.
• Social Service providers will receive payment for these claims by Monday 4/8/2024.
• These claims will be available on the Friday 4/12/2024 Remittance Advice.
The reason for this issue is that DSHS implemented a rate change that resulted in approximately 30 times more than average claims volume.
Date reportedETAProvider impactPhase 2 - 00400: ProviderOne outage planned for Saturday, February 17, 2024, through Sunday, February 18, 2024
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Discovery log number00400Discovery description
The ProviderOne system will be unavailable from 3 a.m. Saturday, February 17 until 10 a.m. Sunday, February 18 (31 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 reportedETAProvider impactAll ProvidersWorkaroundPlease report any issues to: mmishelp@hca.wa.gov.Date closed - 00399: Update: ProviderOne outage planned for Saturday, December 9, 2023
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Discovery log number00399Discovery description
The ProviderOne system will be unavailable from 4 a.m. to 11 a.m. Saturday, December 9, 2023 (7 hours) due to scheduled maintenance. This outage duration replaces the previously schedule outage for the evening of Friday, December 8, 2023. The ProviderOne system will remain fully operational on Friday December 8, 2023.
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 reportedETAProvider impactAll ProvidersWorkaroundPlease let me know if you have any questions.Date closed - 00398: ProviderOne outage planned for Saturday, November 18, 2023, through Sunday, November 19, 2023
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Discovery log number00398Discovery description
The ProviderOne system will be unavailable from 3 a.m. Saturday, November 18 until 10 a.m. Sunday, November 19 (31 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 reportedETAProvider impactAll ProvidersWorkaroundPlease report any issues to: mmishelp@hca.wa.gov.Date closed - 00397: Thanksgiving Holiday will impact ProviderOne claims submission deadline and payment date
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Discovery log number00397Discovery description
In observance of Thanksgiving, state offices will be closed Thursday, November 23, 2023 and Friday, November 24, 2023. As a result, provider payments for the week of November 20, 2023 will be made on Wednesday, November 22, 2023, including the delivery of Remittance Advices (RAs) and HIPAA 835 remittance files.
Claim submission deadlines have been moved up to ensure that providers are able to receive payment and RA documents on November 22, 2023.
The deadline for submission of claims to ProviderOne for payment during the week of Thanksgiving will be Sunday, November 19, 2023 by 5 p.m..
The deadline for submission of pharmacy claims to the Point of Sale (POS) during the week of Thanksgiving will be Saturday, November 18, 2023 by 5 p.m..
Date reportedETAProvider impactAll ProvidersWorkaroundPlease report any issues to: mmishelp@hca.wa.gov.Date closed - 00395: Pharmacies have been being sent on the Prescriber file to POS
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Discovery log number00395Discovery description
When a Pharmacy signs up in ProviderOne and has other taxonomies than the Pharmacy taxonomy of 3336 they are being sent to POS as a prescriber. Pharmacies should not be using the Pharmacy domain as a Prescriber. The Pharmacist should also be signed up in ProviderOne as a Prescriber.
Pharmacy domains will no longer be able to be used as a Prescriber in POS.
Date reportedETAProvider impactPhase 1Date closed
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