Author Archives: david.fox

 The DDE/FISS issue was resolved 01.05.16 at 6:45pm CT. FISS system is currently off-line. Our engineers are aware of the issue and are working to correct it.  

[7:00am CT]  Our team moved several changes into production last night to mitigate the eCare NEXT slowness issues.  The results have been very positive thus far.  However, we will monitor overall performance and response time throughout the remainder of the … Continue reading →

Batch and CD processing are offline in order to give priority to real-time processing. Both channels will be available again this afternoon.

[9:45am CT]  Medical Necessity Products Online!  We apologize for the disruption. [8:30am CT]  Moved ECN to separate post. [8:15am CT Update]  Medical Necessity remains offline and we are working on an issue that is causing eCare NEXT slowness and performance … Continue reading →

UHC issued  two remittance files on 12/11/2015 and 12/24/2015 which contained multiple remits that were duplicated in the same file, this would have caused the original amount to double when posted to your SFTP servers and to ECARE.  While this … Continue reading →

[2:50pm Update]  Responses are now displaying correctly in the NEXT bar and on the results page. [2:30pm Update]  We are continuing to troubleshoot the response issue in eCare NEXT.  Please use the work queue to view responses in the interim.  … Continue reading →

Please be advised of this UPDATE to a CSA originally released on 12/17/2015. We have identified an interruption in normal Electronic Remittance Advice (ERA) processing and delivery. This impacts some ERA and Remittance Images expected from VARIOUS PAYERS for processing … Continue reading →

[11:20am CT]  Although real-time processing is available, we continue to process the transactions that were queued earlier this morning.  We project the backlog will be processed before 12pm CT. We continue to research an issue that is causing intermittent PPE processing. [10:20am CT]  … Continue reading →

[11:00am CT]  Real-time processing should be back to normal. [11:45am CT]  Response time has improved slightly, but some IPS customers may also be affected by intermittent slowness. [11:15am CT]  Due to heavy request volume, some customers may experience slower than normal … Continue reading →

[12:30] Issued resolved. [11:50] PPE transactions are currently timing out in eCare NEXT.  Our team is working on a resolution, but does not have an estimated fix time.

[11:30am CT]  Resolved! [10:30am CT]  We are researching an issue that is causing information to be not appear when printing the estimate.  Our team is working on a resolution, but does not have an estimated fix time.

12.04.2015 @ 9:00p.m. CT.  This issue has been resolved. Automated reports delivered via email or folder are currently delayed.  We expect the reports to go out sometime this afternoon.  Reports impacted will include the alert blast and any other daily … Continue reading →

[12:38am CT]  The issue is resolved.  Thank you for your patience! [11:45am CT]  Estimated fix time is 12:45pm CT.  We apologize for the disruption. [11:00am CT]  Some clients are experiencing PPE (estimates) and RQA (alerts) slowness.  Our teams are working … Continue reading →

As a result of the earlier issues, RQA/PPE transaction may intermittently process slower than normal.  We do not have an estimated fix time, but are actively working on a resolution.

[2:50pm CT]   eCare NEXT real-time processing is now available again. [2:30pm CT]   eCare NEXT real-time processing is processing slowly again.  We are working on a resolution, but do not have an estimated fix time. [1:30pm CT]   eCare NEXT real-time processing is now available. [1:00pm CT]  … Continue reading →

[11.11.15 @ 3:45pm CT]  We are continuing to monitor processing performance.  Although most processing is back to normal, customers are still experiencing intermittent slowness.  We’ll continue to work on the issue until processing is back to normal for all transactions. … Continue reading →

[1:00pm CT]  Real-time alerts and PPE in IntelliSource are now available. We apologize for the disruption in service. [12:30pm CT]  Real-time alerts still not available.  We estimated a fix time of 12:30pm CT .  However, we are still attempting to clear the backlog. [12:15pm CT]  Real-time alerts should be … Continue reading →

[9:15am CT] We are working on an issue causing intermittent slowness for eCare NEXT, IntelliSource, and OneSource.  We anticipate resolution in the next 10-15 minutes.

[10 26 2015 @ 8:15pm CT]  PPE and RQA should be processing normally. [10 26 2015 @ 7pm CT]  PPE is now experiencing slow processing and intermittent “error has occurred” responses.  The Queue Manager is also generating an error.  Passport … Continue reading →

[9:30am CT]  eCare NEXT is back online at 9:30am. [9:00am CT]  We are deploying an unscheduled change to production between 9am and 930am CT.  eCare NEXT customers will experience some downtime and slowness.  We sincerely apologize for the interruption!

We are moving a change to production tonight (10.9.2015) at 10pm CT.  We do not anticipate downtime/slowness to exceed 30 minutes.  We apologize for the late notice.

[8:35am CT]  Processing is back to normal.  We apologize for the disruption. [8:10am CT]  We are working on an issue that is causing slowness for customer using eCare NEXT, IS, and OneSource.  We anticipate a fix at approximately 8:45.

[11.05.2015]  Please make certain your network/systems team is aware of the change to prohibit users with TLS 1.0 from accessing our products after April 1, 2016.  The full description of the change is below. [10.06.2015]  Please make certain your network/systems team … Continue reading →

The intermittent slowness that started around 955am CT was resolved at 10:30am CT.  We apologize for the disruption.

Batch file processing will be delayed on 10.05.2015 until after 12pm CT.  Additionally, the Medicare transactions included in batch files sent to Experian Health on the 1st Monday of the month (10.05) will be held until the next morning at 7am … Continue reading →

Real Time Payer List Claims Payer List Remits Payer List Payer List Changes-Claims & Remits  

[09 12 2015 @ 7:15pm CT]  Authorizations for eCare NEXT and OrderSmart should be online at 8pm CT.  Medical Necessity has been online since 3:15pm CT. [09 12 2015 @ 3:15pm CT]  eCare NEXT Medical Necessity, OrderChecker and ICD Translator … Continue reading →

[09.11.2015 @ 4:15pm CT]  All transactions processing normally as of 4:15pm CT.  We apologize for the inconvenience. [09.11.2015@345pm CT] We anticipate the transactions submitted between 3:00pm and 3:30pm CT to be processed by 4:15pm CT. [09.11.2015@345pm CT] Real-time processing is back … Continue reading →

If you receive a “There is a problem with this website’s security certificate” please click on “Continue to this website” to continue to OneSource.  This error occurs when a user attempts to access OneSource using url www.onesource.passporthealth.com.  You may use url https://onesource.passporthealth.com to workaround … Continue reading →

[9:00am CT]  Processing is back to normal as of 8:45am CT. [8:00am CT]  We are experiencing sporadic slowness for transactions processed on eCare NEXT.  Just a reminder that eligibility plans will likely timeout more often than usual today due to the high volume … Continue reading →

CMS has reached out to all of their Trading Partners requesting that we remind our provider community of the “Rules of Behavior” when accessing Medicare Beneficiary eligibility data. As a reminder the authorized and unauthorized uses for accessing Medicare EV … Continue reading →

PPE, RQA, PayNav, ERA, and eCare Online will be offline on 8/28/2015 from 8:00pm CT to 8/29/2015 at 8:00am CT for a database upgrade.  We apologize for the disruption to your workflow!

[1:30pm CT]  Alerts should be processing normally again.  However, alerts may not have fired on any HL7 transactions submitted this morning.  We apologize for the disruption to your workflow. [12:45pm CT]  We continue so work on Alerts processing issues.   However, we don’t have an … Continue reading →

During the last 60 days, several Experian Health products experienced processing interruption issues, which may have impacted our customers’ operations. We sincerely regret this and we are working diligently to correct the issues. Our teams are fully engaged and focused … Continue reading →

ECare NEXT will be offline for 30-60 minutes during the regularly scheduled maintenance window beginning at 10pm CT on 08.20.2015.

Registration is open: Experian Health 2015 Financial Performance Summit. Click below for details https://www.eiseverywhere.com/ehome/index.php?eventid=127937&  

On Thursday evening, August 6th, we released the Epic NEBO alert 0049 – “BCBS Eligibility Response indicates this is an out of state BCBS plan.” This alert was firing incorrectly and we subsequently deactivated it around 9:45am on Friday, August … Continue reading →

Release Date: August 6, 2015 at 10:00p.m. CT Change Overview: eCareNEXT User Interface Improvements, Queue Manager New feature improvements to user interface in the eCareNEXT Queue Manager.   This does not change the functionality and does not alter the behavior of … Continue reading →

[08 03 2015 @ 1:20 pm CT]  As of 11am CT there has been a marked improvement in response times for eligibility requests. However, some select payers are still reporting problems and appear on the payer system status dashboard.  We’ll … Continue reading →

[9:00am CT]  The slowness issue is resolved.  We apologize for the inconvenience!  If you continue to experience any issues, please reach out to Customer Support. [8:45am CT]  The issue with NEXT bar slowness has resurfaced.  We are in the process … Continue reading →

[07.13.2015 @ 12:45pm CT] Real-time processing is available.  We are working on processing the transactions that timed out between 11:00am and 12:45pm. We apologize for the inconvenience! [07.13.2015 @ 12:25pm CT] We anticipate real-time processing availability at 12:45pm CT. Afterwards, we’ll process any transactions … Continue reading →

[07.10.2015 @ 2:20pm CT] The IntelliSource configuration error was resolved at 2:20pm CT.  Sorry for the inconvenience. [07.10.2015 @2:00pm CT] RQA/PPE are processing normally.  We are correcting an issue that is sporadically causing IntelliSource pages to present a “configuration error” intermittently.  We anticipate correcting … Continue reading →

Due to a server upgrade, MyResponse will be unavailable during our regularly scheduled maintenance on 07.16.2015.  We anticipate starting the upgrade around 9pm CT and completing all changes by 12am CT.

A large number of UHC transactions on 07.07.2015 were returned with a “invalid response from host/payer” response.  This was due to a change that UHC moved to production.  The fix was moved last night around 830pm CT.

If you have downloaded Internet Explorer (IE) Version 11 and the GO button is unresponsive when submitting your transaction, try these steps: Click on the cogwheel in the top right corner of the browser (to the right of the home and View favorites icon). Click … Continue reading →

[07.02.2015] Illinois eligibility response issue for patients with managed care HMO’s is now resolved. [07.01.2015]  Illinois eligibility responses for patients with managed care HMO’s are currently displaying multiple HMO’s active at the same time.  In addition, eligibility dates may display in reverse … Continue reading →

Over the past few weeks, our systems team has doubled processing capacity.  Although there are a large number of payers that still have much higher than normal timeout percentage than usual today, our infrastructure has successfully processed all transactions with no … Continue reading →

[11:00am CT]  The primary issue occurred between 9:37-9:57am CT.  We experienced some residual effects until approximately 11:00am CT, but processing should have been normal afterwards.  We apologize for the disruption. [10:30am CT]There are a large number of payers that are … Continue reading →

CMS monitors all Medicare Beneficiary eligibility transactions. When CMS identifies abnormal transactions ( e.g. high inquiry volume by NPI, high error rate, high rate of transactions for a single beneficiary, requesting psychiatric data by a non Psychiatric provider (NPI) Passport … Continue reading →

[5:00pm CT] Post Mortem Issue Summary Transaction:  eCare NEXT (eligibility, alerts, estimates) processes were intermittently slower than usual or timed out for all interfaces. Timeline:  Slowness began to affect customers at approximately 9:30 a.m. CT on Friday 6/19/2015 and ended at 11:30 a.m. … Continue reading →

Release Date: June 18, 2015 at 10:00p.m. CT Change Overview: BatchSource Update the BatchSource HiDef Parser Interface to allow parsing from additional fields  All BatchSource clients using the HiDef Parser Interface (default for all new clients) may be affected, but only if … Continue reading →

Experian Health has been working with UnitedHealthcare (UHC) for the last several months to alleviate an ongoing issue with transaction timeouts.  UHC confirmed that they are returning timeout responses for a variety of issues not related to their system’s performance. They … Continue reading →

Effective July 13, 2015, claim status requests will no longer be available within the Blue Cross and Blue Shield of IL, TX, OK and NM Interactive Voice Response (IVR) phone system. BCBS of IL, TX, OK and NM supports a … Continue reading →

Experian Health will begin beta testing IP address validation in June 2015.  This change will prevent access to our products from unauthorized locations and will be implemented for eCare Next, eCare Online, and Onesource. If your organization would like to participate in this … Continue reading →

[06.18.2015] Customers that were affected by the database issue that occurred on 6/12-13 will be moved to a different cluster at 10:00pm tonight (expect processing delays up to two hours).  If you need to delay this for your facility, please … Continue reading →

 Although there are still a large number of eligibility inquiries pending, processing has greatly improved in the last 30 minutes.  We are working on an issue summary to be posted after the backlog is cleared.  

Experian Healthcare provides a single source for best-in-class products and services that cover the entire healthcare revenue cycle. We are excited to offer Experian Healthcare’s premium Patient Identity Verification product to all address verification customers.    In order to ensure all customers … Continue reading →

[06 01 2015 @ 5:20 pm CST]  The multiple payer issue was resolved, and these payers are processing new transactions normally, however, there is a backlog of pending transactions that have built up that we are monitoring. [06 01 2015 … Continue reading →

Although we sent the email update last week, we did not post the updates on the dashboard.  We are in the process of updating our communication workflow and appreciate your patience as we change this process.  The 5.21.2015 changes will … Continue reading →

An ICD 10 testing area has now been made available for all eCareNEXT Order Checker customers. This area is available from the same drop down menu where the Medical Necessity Quick Check feature is located. When accessing this ICD 10 … Continue reading →

The State of Illinois is implementing a new provider enrollment system, called IMPACT. Nebo/Passport is aware of this and is working with IL Medicaid to allow for a smooth transition.  As such, we will be registering as a clearinghouse in … Continue reading →

ProviderRegistrationAnnouncement

[10:50am CT]  Processing back to normal as of 10:50am CT. [10:30am CT]  Although processing timing has improved, but we continue to work on the transaction backlog.  You will continue to experience eCare NEXT, EDI and alerts slowness for the next 30-60 minutes. [9:45am CT]  We … Continue reading →

Click on the links to view the latest Epic rules update. EPIC Rules Deployment 05-08-2015 EPIC Rules Deployment 04-24-2015 EPIC Rules Deployment 04-03-2015 EPIC Rules Deployment 03-26-2015 EPIC Rules Deployment 03-12-2015 EPIC Rules Deployment 02-12-2015 EPIC Rules Deployment 02-09-2015 EPIC … Continue reading →

[10:00pm CT] Resolved! [5:30pm CT]  We anticate fixing the UHC NOA issue this evening between 8-10pm CT. [3:00pm CT]  We are currently experiencing issues with UHC NOAs transactions. We are actively working with UHC to determine what change was made … Continue reading →

Release Date:  May 7, 2015 at 10:00pm CT Change Overview: OrderSmart – Authorization Management verbiage updates for all users, in workqueue filters, columns, and verification screen-Authorization Details tab changed the label names as follows: Referral Status to Authorization Status Ref Request … Continue reading →

Release Date:April 30, 2015 at 10:00pm CT Change Overview: OrderSmart – Apply Experian PCI DSS security enhancement for password reset and forgot password processes, preventing users from reusing their last 13 passwords. Special Notes: Weekly Deployment Schedule:  Passport’s weekly application deployment … Continue reading →

[04 30 2015 @ 4:38pm CT]  Transactions should be processing normally now.  If you continue to experience any problems, please reach out to Customer Support.  Thank you for your patience! [04 30 2015 @ 2:07pm CT]  The backlog is improving, … Continue reading →

There were several changes moved to production last Thursday night in order to resolve a server certificate issue.  We believe users should no longer see the security certificate error.  However, in the event you encounter this particular error, you can go … Continue reading →

Scheduled Production Changes Release Date:April 23, 2015 at 10:00pm CTChange Overview: OrderSmart Enhanced security change for SSN – All user displays will mask the SSN by default. Notify your support representative in the event you would like to enable viewing … Continue reading →

[04 22 2015 @ 12:30pm CT]  The issue has been resolved and response times are back to normal.  If you continue to experience any slowness, please reach out to Customer Support. [04 22 2015 @ 10:45am CT]  There has been … Continue reading →

[2:14pm CT]  The RQA slowness issue has been resolved once again.  We apologize for the inconvenience. [1:25pm CT]  We are experiencing slowness again. [12:45]  Issue resolved! [12:15]  We are researching an issue that is causing alerts to process slower than … Continue reading →

Release Date:  April 16, 2015 at 10:00pm CTChange Overview: DOWNTIME TONIGHT (04.16.2015) FROM 10:00PM CT to 11:30PM CT. Passport is performing a system upgrade on 04.16.2015 during our regularly scheduled maintenance that will affect several product’s real-time transaction processing from … Continue reading →

OneSource issue resolved!

AMP eligibility is now available again!

Effective April 1, 2015 Passport/Experian Health cannot accept any NEW enrollment request for Rocky Mountain Health Plan. Our vendor is currently transitioning this payer to a new connection with an estimated implementation date of 06/30/2015. We will update the dashboard once … Continue reading →

Passport is performing a system upgrade on 04.16.2015 during our regularly scheduled maintenance that will affect several product’s real-time transaction processing from 10:00pm CT to 11:30pm CT. OneSource eligibility  and claim status transaction processing and historical viewing will be unavailable during the … Continue reading →

Cigna is incorrectly returning 100% coinsurance for inpatient hospital on eligibility responses for members of Disney Worldwide Services – Policy #12556. Cigna is working on a resolution but no ETA is available at this time.

[04 10 2015]  Medi-Gold recently implemented a new portal and while the old portal is still functional at this time, we don’t know for how long. We strongly encourage all current Medi-Gold accounts to obtain a username/password for the new … Continue reading →

Release Date: April 09, 2015 at 10:00pm CT Change Overview: No client-global changes scheduled for deployment to production Special Notes: DOWNTIME NEXT THURSDAY (04.16.2015) FROM 10:00PM CT to 11:30PM CT.  Transaction processing will be unavailable due to a system upgrade. … Continue reading →

[2:00pm CT]  Reports are currently processing and being distributed.  We apologize for the delay. [11:00am CT Update]  Estimated fix time is 5:00pm CT. [8:30 am CT Update]  There was an issue with our reporting process this morning and the automated … Continue reading →

MediGold has changed their member number from 10 digits to 9.  The new number is the former 10-digit without the leading zero.

[6:00pm CT]  Issue Resolved! [11:30am CT Update]  We are tracking slow eligibility response times from many of the insurance plans today.  We will continue to monitor and provide updates. [10:30am CT]  We are currently researching a global slowness issue affecting … Continue reading →

Release Date:  March 25, 2015 at 10:00pm CT Change Overview:  Eligibility:  Change “Unable to Determine Coverage” responses to “Unable to Determine Coverage – Please Review Response Details” Special Notes: Weekly Deployment Schedule:  Passport’s weekly application deployment is between 8:00pm and 10:00pm … Continue reading →

Interface message processing within OrderSmart is delayed. We are actively working to clear the backlog. We expect it to be cleared by noon CST. We apologize for the inconvenience and will resolve shortly.

[04.07.15 4p (CST)] UHIN payers are experiencing intermittent response issues. We apologize for the inconvenience this may cause you and your staff. Thank you for your patience! [04.07.15 9a (CST)] UHIN made a change to their gateway that has resolved their processing issues.  The payers … Continue reading →

[2:45pm CT]  The PPE and RQA slowness issues have been resolved.  We apologize for the service disruption! [2:05pm CT] We believe the current issues are caused by a network issue.  We anticipate resolution in the next 30 minutes. [1:05pm CT]  … Continue reading →

[03.24.2015]  Reminder to all customers that IE6 will not work with Passport products as of 04.01.2015. [01.22.2015]  As you probably know, IE6 has known security issues as well as very limited support for many modern web-standards and technologies.  Recent security … Continue reading →

Magnacare is currently experiencing issues processing a small percentage of eligibility inquiries. Some transactions may return “Invalid Subscriber ID” in error.  The payer is aware of this issue and is working to correct it as soon as possible.

Release Date: March 19, 2015 at 10:00pm CT Change Overview: No global changes moving to production. Special Notes: Weekly Deployment Schedule: Passport’s weekly application deployment is between 8:00pm and 10:00pm CT every Thursday night. However, our deployment process typically results … Continue reading →

Humana payer processing is currently not available for authorization information in our OrderRite product due to an issue at Humana. Authorization Inquiries and Facilitated Submit requests through Humana will be processed as soon as the portal is available. Humana has … Continue reading →

Release Date: March 12, 2015 at 10:00pm CT Change Overview: Patient Payment Estimator (PPE) New feature – Calculation Log Messages will be deployed to all PPE users. This feature allows the user to see the contracting evaluation for the procedures … Continue reading →

Please click on the link to view the latest RQA Rules Deployment updates. RQA Rules Deployment 03-12-2015 RQA Rules Deployment 01-30-2015 RQA Rules Deployment 01-23-2015 RQA Rules Deployment 01-15-2015 RQA Rules Deployment 01-08-2015 RQA Rules Deployment 12-18-2014 RQA Rules Deployment … Continue reading →

[03.11.2015]  Eligibility processing has returned to normal as of 5pm CST.  We will continue to monitor the payer, throughout the week, and post updates if needed.  We appreciate your patience and understanding. [02.01.2015]  Eligibility data for SCAN HMO is temporarily … Continue reading →

Effective 3/13/2015, ODS will be renamed MODA Health. The EDI mapping will remain “ODS.”

[8:00pm CT] The ClaimSource login issue has been completely resolved.  We apologize for any inconvenience this may have caused. [11:30am CT]  We are researching an intermittent issue with ClaimSource logins.  If you have experienced this issue, we request you try … Continue reading →

Florida Medicaid share of cost information and other data enhancements are currently online.

[06 23 2015]  WPS TRICARE and DHA are processing intermittently at the moment.  We are working with the payer and will post updates as we hear. [03/09/2015]  WPS TRICARE and DHA have resolved some of their issues and they are … Continue reading →

[03.08.2015]  Land of Lincoln real-time eligibility is no longer available. We apologize for any inconvenience this may cause.

The issue that is causing Medical Necessity errors (unexpected error occurred) in eCare NEXT is resolved!

Release Date:March 5, 2015 at 10:00pm CT Change Overview: Eligibility Humana Eligibility EDI only – Corrected search issue so that future date of service searches will process using today’s date. OrderSmart eOrders For all users in patient demographics tab – Fixed … Continue reading →

Although a large number of payers are processing slowly today, as of 6pm a majority were processing real-time transactions and incrementally completing the requests that were pending a response.

Several customers have notified us of an issue with our toll-free number 866-854-6796.  Our local area code made a change on 2/28 to require 10-digit phone numbers.  Unfortunately, one of our long distance carriers has an issue processing toll-free numbers.  They have … Continue reading →

We apologize for our extended “help” screens  downtime. Our knowledge database vendor made a last-minute infrastructure change to not allow requests from servers that have SSL 3 enabled.  We have the ability to disable SSL 3, but that blocks customers … Continue reading →

  Change Overview:No global changes scheduled this week. Weekly Deployment Schedule.  Passport’s weekly application deployment is between 8:00pm and 10:00pm CT every Thursday night.  However, our deployment process typically results in no customer impact or downtime.  If we suspect a … Continue reading →

[4:45pm CT] Real-time processing for OneSource, IntelliSource, EDI, and eCare NEXT has greatly improved.  Historical transactions may take from 30-45 minutes to process. [4:30pm CT] Our team is continuing to research an issue that is causing slowness for OneSource, IntelliSource, EDI, and eCare … Continue reading →

Blue Cross Blue Shield out of State Eligibility (Blue Exchange) is currently offline.   All of your Blue Cross Blue Shield eligibility transactions that are routed outside of your state are not processing. We have not been given an estimated fix time.

  Purpose:Communicate Passport’s global customer-facing changes that are scheduled to be deployed in this week’s application release. Release Date: February 19, 2015, 2015 at 10:00 pm CT Change Overview: OrderSmart In Work queue under #Schedule Attempts column the count will … Continue reading →

There is a current backlog of Alert Blast Reports.  We are working dilligently to resolve.  There should be a fix by 12:30pm CT.

Experian Health has transitioned Rhode Island Medicaid to the new portal, effective 02/13/15.  If you have any questions, or issues accessing this payer, please contact our team at enrollment@passporthealth.com.

[11:45am CT]  The issue is resolved as of 11:45am CT.  Thanks for your patience! [10:00am CT]  Passport is working on an issue that is causing the PDF logo to not display, sporadically hide/mask eligibility, and rerun the worklist in some … Continue reading →

We received notification that AIM is making website changes this weekend and we will be monitoring on your behalf.  Please see below message from AIM.  As you are a provider tied to these payers if you become aware of similar … Continue reading →

Scheduled Production Changes   Release DateFebruary 12 2015 at 10:00 pm CT Change Overview Registration Quality Assurance (RQA):  A11 (Cancel Admit) triggered events will mark all alerts as “Resolved By System”. The user will be listed as a “Generic User.” … Continue reading →

Release Date:  February 5, 2015, 2015 at 10:00 pm CT Change Overview: No global changes scheduled this week. Special Notes: Passport’s weekly application deployment is between 8:00pm and 10:00pm CT every Thursday night. However, our deployment process typically results in … Continue reading →

We have implemented changes yesterday to resolve the RQA performance issues. We believe processing times are normal again. Thanks for your patience!

We are researching an issue that is causing the AlertBuilder tool to respond more slowly than usual.  Our team is working on a solution.

Fidelis Care is sending an error (AAA15) messages back for every inquiry.  We are working with Fidelis to resolve.

We apologize for the delay in posting this update, but we had to finalize the full details prior to publishing.  These items were included in the pre-deployment notes email sent on 01.29.2015. Release Date:  January 29, 2015 at 10:00 pm CT … Continue reading →

United States Postal Service Address (USPS) Address Verification online as of 10:30am CT.

Our systems team will implement a change that may delay processing patients for Medical Necessity or Authorizations from 8:00pm CT to 9:00pm CT due to interface server modifications/updates.

Effective February 1, 2015, MVP Health Care (New York) will begin validating the NPI and name being provided in all eligibility transactions. If the name provided doesn’t match the name in the NPPES database, the transaction will be rejected. You can … Continue reading →

Link2Gov credit card processing was restored and operational as of 12:03pm CT on 1.25.15.     [01.25.2015]  Link2Gov credit card processing is currently unavailable. We are actively researching this issue with the vendor and apologize for the inconvenience. No ETA … Continue reading →

Please be aware we will be implementing a code change on 2/12/15 that requires a reset of the username/password combination we have on file for your facility if it has expired for this particular payer. Your Account Manager should have reached … Continue reading →

[01.21.2015]  Effectively immediately, Generations Healthcare real-time eligibility is no longer available. We apologize for the inconvenience.

Ecare NEXT administrative users are receiving an error when attempting to create and modify a queue.  The fix is tentatively scheduled for 01.22.2015.  Previously created work queues are working as expected.

Please note the following payer changes. AmeriChoice (NE) Eligibility:  Transactions can now be redirected to UHC Community Plan. Loomis Eligibility:  Eligibility information no longer available. Arcadian Arkansas Community Care Eligibility:  Eligibility information no longer available. Community Care Behavioral Health Eligibility:  Eligibility … Continue reading →

Change Overview: No global changes scheduled this week. Special Notes: Passport’s weekly application deployment is between 8:00pm and 10:00pm CT every Thursday night.  However, our deployment process typically results in no customer impact or downtime.  If we suspect a change … Continue reading →

[01.16.15 at 1:15pm CT] Online [01.16.15 at 12:15pm CT]  Care 1st of California is currently offline.  We are working on a fix, but do not have an estimated fix time.

[01.13.2015 @ 10:30am CT] Passport resolved the RQA intermittent processing issues yesterday afternoon at 6:30pm CT.  However, we waited to announce it until this morning to make certain there were no additional issues.  No additional issues have been identified. [01.12.2015 … Continue reading →

Passport made a change to echo back the version number is sent in the transaction.  Previous to this change we always sent back version number 2.3.  Customers using an older version may receive an error.  The fix is to update the version … Continue reading →

Change Overview: RQA and PPE products will be unavailable from Thursday 01.08.15 @ 10pm CT until Friday 01.09.15 @ 2am CT for database maintenance. We are implementing several changes in order to improve our RQA/PPE processing capacity. Special Notes: Passport’s weekly … Continue reading →

Effective immediately, eligibility for Americhoice of TN members should be run under United Health Community Plan. Also UHC River Valley should be run through United Healthcare.  The data returned through the Americhoice and UHC River Valley connections is no longer … Continue reading →

[01.10.2015 Scheduled Maintenance]  Medicare A&B eligibility will be unavailable for CMS maintenance from 09:00 PM ET Saturday, January 10, 2015 until approximately 10:00 AM ET on Sunday, January 11, 2015. [01.25.2015 Scheduled Maintenance] Medicare A&B eligibility will be unavailable for CMS maintenance from 08:00 AM … Continue reading →

RQA and PPE products will be unavailable from Thursday 01.08.15 @ 10pm CT until Friday 01.09.15 @ 2am CT for database maintenance. We are implementing several changes in order to improve our RQA/PPE processing capacity.  

Prairie States TPA eligibility is now longer available as of midnight December 31, 2014. However, we are working on a different connection to return this data.

The data enhancement that returns IPA and COB information from Molina Ohio is currently unavailable.  We are working with Molina of Ohio to resolve.

The enhancement to use SSN to find member ID, return plan name/code change, and display Part A and B information is now working.

Connecticare additional data (deductible and co-pay information) is currently unavailable.  We are working with Connecticare to resolve.

[01.09.2015]  Central Health is back online! [12/31/2014]  The production team is working with Central Health to resolve.  We do not have an estimated fix time.

Effective 1/12/2015, all eligibility inquiries for BCBS of Utica-Watertown, BCBS of Central New York, and BCBS of the Rochester Area should be directed to Excellus BCBS. The Passport mapping for Excellus is “EXCELLUS-BCBS”.

Changes Overview: All Products Allow users to cancel or close “Ask Scott” requests. eCare NEXT Add the authorization number to Notice of Admission work queue view in eCare NEXT.  It will only display when the payer actually returns an approval number. … Continue reading →

The following accounts will be offline between 10:00pm CT and 10:30pm CT tonight (12.17.2014) for emergency system maintenance.   Transactions submitted during this time from these customers will be processed once they are back online.  We sincerely apologize for the late notice … Continue reading →

Passport is currently experiencing intermittent connectivity issues with scripted authorization inquiries to Navinet for Cigna accounts.  Passport’s team is working on a resolution, but does not have an estimated fix time.

We are researching an issue that is causing error Error 503 to randomly appear when navigating through eCare NEXT.  We have not been able to consistently replicate, but are continuing to research and will update this message once we have … Continue reading →

[12.15.2014] The issue causing transactions to disappear when a user is in the work queue and attempts to sort by “account” is now resolved! [12.12.2014]  We are working on a fix to an issue that is causing transactions to disappear when a … Continue reading →

CHANGES OVERVIEW Self-Service Portal Audit Report – Audit report “Audit Actions” available within Self-Service Portal (SSP) on the Online Reports tab that allows users to view who made SSP changes. SPECIAL NOTES Passport’s weekly application deployment is between 8:00pm and … Continue reading →

We are adjusting Epic alerts to fit with the 4-character prefixes that you are used to seeing in Epic on the evening of December 18th. Please click on the link below to view the full list of alerts changing. If you have … Continue reading →

[12/10/2014 @ 1:30pm CT] OrderSmart is responding normally. [12/10/2014 @ 10:00am CT]  OrderSmart is experiencing an issue that is causing slower than normal processing.  Our team is working on a resolution, but does not have an estimated fix time.

If you are receiving a page load error when viewing a response, please clear your internet browser’s cache. In Internet Explorer, this may be accomplished by going to Tools – Internet Options, and under Browsing History click on the DELETE box and … Continue reading →

The data for this payer is current as of 01.22.2015.

CHANGES OVERVIEW There are no global client facing changes scheduled for deployment to production tonight.  However, Registration Quality Assurance (RQA) and Patient Payment Estimator (PPE) will be unavailable from 10pm to 11:59pm CT on Thursday 12.04.2014 in order to perform … Continue reading →

Customer Portal will be unavailable from 11:00pm CT on Saturday, December 6, 2014 to 8:00am PT on Sunday, December 7, 2014.

[3:00pm CT]  Blue Exchange is back online.  Most Blue Cross Blue Shield real-time transactions should process normally.  However, there is a considerable backlog of Blue Cross Blue Shield eligibility transactions due to their downtime today.  We believe it may take two … Continue reading →

Registration Quality Assurance (RQA) and Patient Payment Estimator (PPE) will be unavailable from 10pm to 11:59pm CT on Thursday 12.04.2014 in order to perform database maintenance.  We apologize for the disruption in our service.

Multiple payers are processing slower than usual due to the first of the month volume.  This is not a capacity issue for Passport/Experian Health.  However, we will continue to monitor the payers ability to manage the volume and post specific processing slowness/issues … Continue reading →

Colorado Access real-time eligibility and claims status are currently unavailable.  We have contacted the payer, but they have not be able to estimate a fix date.

The following payers are not available for authorization information in our OrderRite product due to an issue at NaviNet. Authorization Inquiries and Facilitated Submit requests through Navinet will be processed as soon as the portal is available. There is no estimated … Continue reading →

The UMR additional content has been added back to eligibility responses!  Additional content information listed below. Office Visit Copay Specialist copay Urgent Care Copay Emergency Room Copay Hospital Admission Copay Individual deductible Family deductible Benefit percentage Individual OOP Family OOP … Continue reading →

As of 11.17.2014, CareMore eligibility is no longer available.  We will continue to attempt to access this data on behalf of our customers, but do not have an estimated fix date.

Click on the link below for more information on how we are integrating COB data into our eligibility responses! COB Smart Eligibility Response  

[11.18.2014]  UHC made a global change to their NOA responses and now returns “Pended” in place of “Modified” as your approved status. Additionally, the authorization number appears as the Review Decision Reason in the Patient Event Section of the response. … Continue reading →

[11.18.2014] Aetna NOA is now online! [11.17.2014]   Aetna NOA is currently offline.  We are working on the issue, but do not have an estimated resolution time.

[12.11.2014 Update] We are now retrieving the full BSCA Member ID, the group name, all current and historical PCP and IPA information. We will be adding the following additional information over the next few weeks. No current PCP information found on … Continue reading →

Release Date: November 13, 2014 at 10:00pm CT CHANGES OVERVIEW There are no global client facing changes scheduled for deployment to production tonight. Special Notes: Passport’s weekly application deployment is between 8:00pm and 10:00pm CT every Thursday night. However, our … Continue reading →

Release Date: November 6, 2014 at 10:00pm CT CHANGES OVERVIEW There are no global client facing changes scheduled for deployment to production tonight. Special Notes: Passport’s weekly application deployment is between 8:00pm and 10:00pm CT every Thursday night.  However, our … Continue reading →

[10:15am CT] Response time is normal again.  Thanks for your patience! [10:00am CT]  Our systems team is researching an issue that is creating intermittent slow processing time across ECN, IS, and OneSource.

Release Date:  October 30, 2014 at 10:00 pm CT Change Overview HCPCS/CPT Codes:  Feature – Update HCPCS/CPT Codes Eligibility:  Feature – Add additional search option for BCBS of Georgia: Subscriber ID and patient name Subscriber ID and DOB Special Notes:  Passport’s … Continue reading →

[10:30am CT] The issue with “hit counts” on PPE Historical Searches returning a “zero” response is resolved.  Thanks for your patience! [08:30am CT]  Passport is still researching an issue that is causing the “hit counts” on PPE Historical Searches to return a “zero” response.  … Continue reading →

Click on the link to view the latest alerts update. RQA Rules Deployment 11-21-2014 Alerts Updates as of 10 24 2014

[10.24.2014]   Cigna has been experiencing intermittent performance issues that have been significantly impacting their transaction processing .  They are working on infrastructure changes to address these problems, but they anticipate the resolution will take several weeks.  We will post updates as Cigna … Continue reading →

Release Date: October 23, 2014 at 10:00pm CT CHANGES OVERVIEW There are no global client facing changes scheduled for deployment to production tonight. Special Notes: Passport’s weekly application deployment is between 8:00pm and 10:00pm CT every Thursday night.  However, our … Continue reading →

The issue that was preventing users from resolving RQA alerts and selecting procedures in PPE was resolved at 8:40am.

Release Date:  October 16, 2014 at 10:00pm CT   CHANGES OVERVIEW OrderSmart – Standard user initiated password recovery approach Users who login directly to OrderSmart solution will be prompted to select three questions and answers for future user initiated password … Continue reading →

10.16.2014 @ 11:45m The issue with Medical Necessity processing issues in eCare NEXT was resolved at 11:45am CT. We apologize for the inconvenience! 10.16.2014 @ 11:00am We have detected another issue with Medical Necessity to occur again.  We are researching. 10.16.2014 … Continue reading →

[11:45am CT]  The intermittent PaymentSafe processing issues are resolved!  Thanks for your patience! [11:00am CT]  The Passport team is working with on an issue that is causing intermittent PaymentSafe processing issues.  We do not have an estimated fix time, but our engineers are … Continue reading →

Nebo integrated eligibility is not returning eligibility responses .  We expect this issue to be resolved by 11:30am CT.

If you are receiving a PaymentSafe error or unable to process payment error, please clear your cookies, temp files and history.   This should resolve the issue.

Kaiser Foundation Health Plan of Ohio is no longer available. We are currently working to acquire a new connection to obtain this information. We apologize for any inconvenience this may cause.

Release Date:  October 2, 2014 at 10:00pm CT ***** Passport will be performing a hardware upgrade during our normally scheduled maintenance window Thursday night (10/02/2014) between 10:00pm and 12:00am CT that may cause IntelliSource and eCare NEXT to be unavailable. We … Continue reading →

[11:30am CT]  Processing should be back to normal.  Some eCare NEXT, IPS, and eCare Online processing was affected, but not OneSource, EDI, eCare NEXT with HL7.  Again, we apologize for the delay. [11:00am CT] We believe processing times have improved over the last … Continue reading →

Passport will be performing a hardware upgrade during our normally scheduled maintenance window Thursday night (10/02/2014) between 10:00pm and 12:00am CT that may cause IntelliSource and eCare NEXT to be unavailable. We anticipate downtime of up to 1.5 hours. We apologize … Continue reading →

**All application changes were delayed last night.  We will move some of the critical items tonight, but do not have the change manifest completed yet.  We will update the dashboard when the deployment is finalized and notifiy the account managers … Continue reading →

Effective September 26th, the allowable time frame for historical eligibility searches will be changed to 12 months in the past. CMS is making these changes to mirror the 12 month timely filing limit for Medicare Fee for Service claims. Inquiries … Continue reading →

CHANGES OVERVIEW We have a hardware upgrade during our 10:00pm CT to 12:00am CT maintenance window on 9/18/2014.  We don’t anticipate significant downtime, but some customers may need to re-establish their connection afterwards.  OrderSmart           Fix –  Resolve issues causing the … Continue reading →

[10:30am CT]  Real-time processing is now much improved.   However, transactions submitted between 9:50am CT and 10:15am CT may be delayed by approximately 30 minutes. [10:00am CT]  Passport is currently experiencing processing slowness for eligibility and address verification.   The systems team is working on … Continue reading →

[2:00pm CT]  The PPE printing error is now resolved. [12:00pm CT]We are researching an issue that is causing errors when attempting to print an estimate from eCare NEXT.  We do not have an estimated fix time.

We are researching an issue with SmartAgent within eCare NEXT that is preventing some users from accessing the product.  Our team is working on a resolution, but do not have an estimated fix time.

Release Date:  September 11, 2014 at 10:00pm CT CHANGE OVERVIEW OrderSmart Feature – Add a new dropdown referral status: Not Required from KB Special Notes: We have a hardware upgrade during our 10:00pm CT to 12:00am CT maintenance window on … Continue reading →

[12noon CT] RQA is now processing normally.  Thanks for your patience! [10:20am CT] RQA processing is currently delayed approximately 12- 15 minutes.  We are working on a resolution, but do not have an estimated fix time.

[09.09.2014 @ 9:30am CT]  HMA restarted services and transactions are now processing again. [09.09.2014 @ 8:30am CT]  We have received reports from HMA regarding processing issues.  We are working on it with HMA and believe it is isolated to their … Continue reading →

[09 03 2014 @ 8:45am CT]  Passport payers are running normally this morning.  If you are still experiencing any payer issues, please contact Customer Support.  Thanks for your patience yesterday. [11:45am CT]  Processing has greatly improved over the last thirty minutes.  … Continue reading →

[11:00am Update]  Between 5:30am and 6:00am CT this morning, our co-production datacenter lost power. Although we were able to process transactions through our primary data center, the volume of transactions caused slowness for all our products.  At 8:15am CT, our … Continue reading →

Enhancements: Work Queue- Search by Bill Type Work Queue – New Filter on Proprietary Status Codes and Reasons Work Queue – Batch Restatus Work Queue – Payer work queue now indicates payer filtering Rules – Additional mods supported in CCI … Continue reading →

Change Overview: eCare NEXT Fix – Unmapped users may display incorrectly in eCare NEXT work queue. Fix – When physicians entered in Chevron Zero, the physician ID is not passed which causes an error. PPE Feature – Benefit Selection Options are … Continue reading →

Please note the following payers’ changes to these plan’s eligibility data.  We are currently looking for other sources/options. PRESBYTERIAN HEALTH PLAN (no longer available as of 10.01.2014) INTEGRAL QUALITY CARE (no longer available as of 08.27.2014) COUNTRY FINANCIAL  (no longer available as of 09.02.2014)

[08.29.2014]  The “Copy All” feature within eCare NEXT from the full web response is now working. [08.27.2014]  The “Copy All” feature within eCare NEXT from the full web response it is only pulling this part of the transaction.  We are working on … Continue reading →

Release Date: August 21, 2014 at 10:00 pm CT Change Overview: OneSource Feature – Include user details when submitting enrollment request for customer portal eCare NEXT Feature – Begin conversion to pop-up login (instead of      the NEXT bar).  We will … Continue reading →

[1:30pm CT]  RQA processing slowness issue resolved! [12:00pm CT]  Passport is currently experiencing slowness processing RQA alerts.  Out systems team is working to resolve, but we do not have an estimated fix time.

Enhancements Work Queue – Batch reconcile function now available Work Queue – Batch close holds now available Work Queue – Batch 837 extract available Claim Maintenance – Exiting the rev code field will now reformat the code with the correct … Continue reading →

CHANGES OVERVIEW OrderChecker           Fix – Correct ICD 10 specificity that is broken for V codes Fix – Resolve ICD 10 / ICD 9 Switching Lock issue. Fix – ICD10 Specificity Issues Feature – Add ICD-9 Specificity Warnings Self-Service Portal (SSP) … Continue reading →

[08 05 2014 @ 8:23pm CT]  Rhode Island Medicaid is back online.  Thanks for your patience! [08 05 2014 @ 8:50am CT]  Rhode Island Medicaid remains offline due to the recent changes with their portal.  Passport’s Payer Team is working … Continue reading →

Medicare A&B will be offline from 7:00 AM CT Saturday, August 2, 2014 through 8:00 AM CT Sunday, August 3, 2014.  Here’s the original message from CMS regarding the downtime. This is a reminder that CMS announced an upcoming outage to the … Continue reading →

Change Overview: OrderSmart   Feature – Add default, show stop question properties in stat-core for ScheduleSmart Feature – Allow users to detach incorrectly associated documents Feature – Add outbound Fax link in Documents tab Feature – Add New user roles Facility Viewer and Facility Group Viewer … Continue reading →

Enhancements: Dashboard – Data can now be filtered by site Dashboard – New home button takes user back to the Home screen Claim Maintenance – Diagnosis pointers are now entered by diagnosis sequence number Payers – Can now display a … Continue reading →

Change Overview: eCare NEXT Feature – MyResponse Changes:  End users that have access to configure their MyResponse views will have to confirm they want to save their changes and verify that they understand submitted changes apply to other payers in that line of business. For … Continue reading →

Release Date:  July 17, 2014 at 10:00pm CT   Change Overview: eCare NEXT Feature – Updated NEXT bar version.  Click-once customers will receive a prompt to update their next bar.  This update does not include any visible changes to the … Continue reading →

[07.18.2014] Equifax address verification is back online. [07.17.2014 @ 8:00am CT]  Customers accessing Equifax address verification are currently receiving errors when submitting an address verification inquiry.  Equifax has not given us an estimated fix time.

[07.18.2014 @ 7:00am CT]  UHC Notice of Admissions (NOA) is online! [07.17.2014 @ 10:00am CT]  UHC Notice of Admissions (NOA) remains offline.  Our systems operations team has not received a fix time from UHC.  However , UHC Eligibility is back online. … Continue reading →

Enhancements Work Queue – Ability to save your current filter as a new Work Queue Rules – Added validation of Occurrence Codes and Span Codes (Requires code validation option) Reports – Report listing is collapsed by default to show only … Continue reading →

Passport online reports will be offline for approximately 30-60 minutes this afternoon (07.11.2014) from 3:00pm to 4:00pm CT for unscheduled maintenance.  We are correcting an issue that is causing today’s transaction totals to be innacurate and will resolve with this change.

Registration is now open for the Experian Health/Passport 2014 Financial Performance Summit November 11-13, in Austin, Texas! Click for details

[07 11 2014 @ 9:30am CT]  The “Unable to Retrieve Original PPE Data” error has been resolved.  Thanks for your patience. [07 10 2014 @ 4:30pm CT]  Multiple customers have reported an “Unable to Retrieve Original PPE Data” error when running … Continue reading →

Release Date and Time:  July 10, 2014 at 10:00pm CT Change Overview: OneSource Fix – MyResponse “New” and “Edit” buttons on the Full Response tab are accessible through my singles tab only. OrderSmart Feature – Add Cancelled and Unable To … Continue reading →

Passport will not deploy global changes to production or make system updates on Thursday July 3, 2014.  Enjoy your Fourth of July holiday! Special Notes:  You may view previous deployment notes on the Passport product dashboard located at http://www.passportproductdashboard.com/

Changes to the Highmark and Passport connection were successfully deployed on 6/26/2014.  The following payers performance has significantly improved. AmeriHealth Administrators Eligibility AmeriHealth Caritas Pennsylvania Eligibility AmeriHealth Eligibility BCBS of PA Independence Blue Cross FOC Eligibility Keystone First Eligibility Keystone Health Plan East Eligibility  

County Care eligibility is currently unavailable because the payer has taken their data offline.  If there is a change in status, we’ll communicate immediately.

Passport will be performing maintenance on 07.02.2014 from 6pm CT to 10pm CT that will cause online reports to be unavailable.  We apologize for the inconvenience.

We have received multiple reports of Health Net returning incorrect patient information for some members. This issue is being investigated and we will provide updates as they become available.

Release Date:  June 26, 2014 at 10:00pm CT   Change Overview:  OneSource Fix – Online Medicare Inactive Due to Special Circumstances Reports are now correct  Special Notes: You may view previous deployment notes on the Passport product dashboard located at … Continue reading →

Many customers were affected by an Internet Service issue from 1250-1252pm CT this afternoon.  There should be no residual problems as a result, but several customers reported the issue.  We’ll continue to monitor response time to make certain there are no additional issues.

[06.20.14 @ 5:00pm CT]  Beginning June 23rd, our Windsor Health Plan eligibility data should be processed through Wellcare Health Plan.   Please note the following differences. Data will be limited to dates of service after 5/1/2014. Formatting of the benefit data Quantity … Continue reading →

Release Date:  June 19, 2014 at 10:00 pm CT Change Overview: Patient Payment Estimator (PPE) Fix – Self-Pay missing eligibility check.  Correct issue causing some self-pay accounts to display a disclaimer that said the patient was missing eligibility. Fix – No … Continue reading →

Florida Medicaid Share of Cost is currently unavailable due to a problem with the enhancement login/passwords.  Passport has forwarded a list of all clients affected to the account management team.  They will be contacting each customer to request new logins.

[06.18.14 @ 1230pm CT]  The eCare NEXT issue that is causing users to be redirected back to the worklist instead of to the patient’s response is now resolved.  We apologize for the inconvenience.

[06.24.14]  We turned on the new MyResponse save process for OneSource! [06.20.14]  We turned off the new MyResponse save process to make another change.  We will turn it back on at 3pm CT on 06.23.14. [06.19.14]  On Thursday June 19th at … Continue reading →

[06.16.2014 @ 100pm CT]  The processing issue is now resolved.  There may be eligibility transactions submitted between 1200 and 1250 that are pending processing, but real time will process normally. [06.16.2014 @ 1230pm CT]  The processing issue should be resolved … Continue reading →

Release Date:  June 12, 2014 at 10:00 pm CT Change Overview:  No global changes are scheduled to be deployed in this week’s release. Special Notes: You may view previous deployment notes on the Passport      product dashboard located at http://www.passportproductdashboard.com/

Beginning May 16th, psychiatric lifetime days were added to the Medicare eligibility response. If your organization isn’t seeing this on your responses, it can be added via the self service portal (instructions below) or by contacting customer support at customer.support@passporthealth.com. … Continue reading →

We apologize for the delay posting the deployment notes on the dashboard.  The message was sent via email yesterday prior to the changes, but were not moved to the dashboard prior to the deployment. Release Date:  June 5, 2014 at 10:00 … Continue reading →

We have been advised that there are issues regarding the integrity of the data for Healthspring members. This issue affects data for members in the following states: AL, AR, GA, MS, OK, TX, WV,FL and IL. The payer is currently … Continue reading →

Release Date:  May 29, 2014 at 10:00 pm CT Change Overview: eCare NEXT Fix – Remove Diagnosis row in details section Medical Necessity PaymentSafe Feature – Always show an empty payment account row on Collection tab Feature – Use dashboard setting … Continue reading →

Release Date:  May 22, 2014 at 10:00pm CT Change Overview: OrderSmart New Feature – Display account number, patient type from case and facility short code for location New Feature – Surgery Scheduling: Display schedules from both facilities in the availability … Continue reading →

[05.22.2014 Update]  There is an issue in OneSource that prevents users from immediately updating favorites.  Once a user selects a favorite and navigates away from the page, the selections revert to the previous payer(s).  If the user does not attempt … Continue reading →

Release Date:  May 15, 2014 at 10:00 pm CT Change Overview: eCare NEXT New Feature – Coverage Display – Display the plan description details in addition to the payer mnemonic when adding a QL patient to the coverage display Patient Payment Estimator … Continue reading →

[06.27.14 Update]  UMR eligibility is available! [05.13.14 Update]  UMR eligibility is currently unavailable.   Although our development team is working on a resolution, we do not have an estimated fix time.

[05.28.2014]  Passport deployed a change last night to resolve the issue of hospice alerts firing when the patients do not have an active Hospice episode open. [05.22.2014] We had previously announced a 05.23.14 date to fix this issue.  However, we have rescheduled for the evening … Continue reading →

Purpose:  Communicate Passport’s global customer facing  changes that are scheduled to be deployed in this week’s application release. Release Date:  May 8, 2014 at 10:00pm CT Change Overview: eCare NEXT Fix – Remove the null selection from the Medical Necessity … Continue reading →

Blue Cross and Blue Shield IL, NM, OK, and TX have made significant enhancements to the processing of Electronic Remittance Advice (835 ERA) files. Prior to Dec. 12, 2013, 835 ERA files were scheduled for delivery to Receiver mailboxes by … Continue reading →

eCare Online IDPA NIPS/Rx Monitor is back online as of 4:00pm CT. Users will receive the error message: experiencing technical difficulties.  Illinois Medicaid has not communicated an estimated fix time.

Please click on link below to access article “CMS Breaks Silence on ICD-10; Delay is Not a Killer” regarding CMS response to ICD-10 status. http://icd10monitor.com/enews/special-bulletin  

On April 1, 2014, the Protecting Access to Medicare Act of 2014 (PAMA) (Pub. L. No. 113-93) was enacted, which said that the Secretary may not adopt ICD-10 prior to October 1, 2015. HHS “expects to release an interim final … Continue reading →

Release Date:  May 1, 2014 at 10:00 pm CT Change Overview: PatientTrack New Feature – Adding functionality to Patient Track to allow users to search for existing patients and auto fill the arrival form with the First Name, Last Name, and … Continue reading →

Experian patient verification back online at 11:40am CT!  We apologize for the inconvenience.

[08.25.2014 Update] Passport is pleased to announce that the following payers now return Health Insurance Exchange (HIX) Benefit Description on the Passport Response. On MyResponse, this information will be displayed on the plan tab in a widget labeled “Health Insurance Exchange.” This widget … Continue reading →

Release Date:  April 24, 2014 at 10:00pm CT Change Overview: eCare NEXT Fix – Allow sorting of work queues Fix – Make sorting “sticky” so that users do not have to constantly resort the queues. Physician Portal Fix – Support … Continue reading →

The change to our customer relationship management (CRM) that manages tickets and issues will not be able to generate emails from April 18th at 5:00pm CT until April 20th at 7:30pm CT.  We apologize for the earlier miscommunication. [Original Post- … Continue reading →

Change Overview: eCare NEXT Fix – Resolve issue causing eCare NEXT work queues assigned to a department to become a global work queue Medical Necessity Fix – If the Medical Necessity in eCare NEXT fails, PPE should display the EPR as … Continue reading →

You may have seen recent news coverage about a legacy vulnerability called ‘HeartBleed’.  Please be assured that Experian treats information security as a top priority and operates appropriate patching and vulnerability management processes as a routine measure. At this point, … Continue reading →

In order to receive Michigan Medicaid share of cost amount,  the dates of service requested must include the entire current month (example 04/01/2014– 04/30/2014).  We are working on a solution for integrated clients.

[04/14/14 @ 11:50am CT] PPE and RQA are back online.  We may have some intermittent slowness as we process the backlog (estimate 10-15 minutes to process the backlog).  The problem originated with a database issue that has been resolved.  We apologize … Continue reading →

Release Date: April 10, 2014 at 10:00pm CT Change Overview: Self-Service Portal Fix – Fix user mnemonic search that is returning duplicate responses Physician Portal Fix – Level of Care is showing the same state multiple times. Fix – Level … Continue reading →

[04/10/14 @ 1:00pm CT] The issue causing PPE processing issues in eCare NEXT and AMP was the result of a load-balancer hardware issue in one of our data centers this morning.  Traffic would normally automatically flow to redundant hardware, but this … Continue reading →

[04.07.2014 @ 1:00pm CT]  The issue with transactions not returning responses or eCare NEXT work queue and IntelliSource workcenter “locking” or “freezing” when accessing these applications or making a request is resolved.  Processing has been greatly improved since 12:00pm.  However, we have … Continue reading →

[04.07.2014 @ 11:00am CT]  USPS address verification is online! [04.07.2014 @ 10:00am CT]  USPS address verification is currently offline.  This also impacts customers using IntelliAV.  We are working on this as a high priority, but do not have an estimated … Continue reading →

[3:00pm CT]  The issue causing slow response times was resolved around 10:40am CT this morning.  However, eligibility responses from payers has been consistently 4-7 seconds slower than usual due to the high volume of inquires. [11:00am CT]  Response times have improved dramatically … Continue reading →

On April 1, President Obama signed into law a bill that delays the implementation of ICD 10 until at least October 1, 2015. A new implementation date has not been mandated as of this post. As a result, Passport Health … Continue reading →

Release Date: March 27th, 2014 at 10:00pm CT Change Overview: eCare NEXT New Feature – Add button to eCN Queue Manager to allow queue manager to “Save and Open Work Queue” New Feature – Ability to test work queue logic … Continue reading →

North Carolina Medicaid made changes to their eligibility response on 3/21. These changes have resulted in a significant increase in error responses. The estimated fix scheduled for 3/25/14 has been rescheduled for tonight 3/26/14.

Change Overview: Self-Service Portal Feature – Add change audit and reporting Physician Portal Fix – Level of Care is showing the same state multiple times Patient Payment Estimator (PPE) Fix – Correct the Medicare Critical Access calculation Fix – Patient … Continue reading →

[11:15am CT Update] RQA, PPE, AMP and eCare Online are back online.  However, we are still in the process or completing the PPE backlog (estimated 30-45 minutes). [10:50am CT]  Passport is troubleshooting an issue that is preventing users from logging into eCare Online and … Continue reading →

Passport has been proactively preparing for ICD-10 since 2012 and all of our products are ICD-10 compliant. The following ICD-10 update was posted on our online portals, OneSource and eCare Online today to keep our clients up-to-date and we want to … Continue reading →

Release Date/Time:  March 13, 2014 at 10:00 pm CT Change Overview: OrderSmart   New Feature OrderSmart:  Make UI changes to show the alerts icon “only has_coverage_alerts” of 1 in eligibility response. New Feature OrderSmart:  Add a new column “has_coverage_alerts” to eligibility response. Fix … Continue reading →

Although we communicated the 03.06.2013 deployment notes externally via email last week, they were not posted on the dashboard.  We apologize for this oversight. Change Overview: Self-Service Portal New Feature – Add ability to hide users so that they are not … Continue reading →

[03.12.2014 Update]  The issue with West Virginia Medicaid’s Alternative Benefit Plan has been resolved! [03.12.2014 Update]  On 3/1/2014 West Virginia Medicaid’s Alternative Benefit Plan went into effect. This plan is part of Medicaid Expansion resulting from the Affordable Care Act.  However, West … Continue reading →

[6:00pm CT]  The NEXT bar login issue was resolved at approximately 5:30pm CT.  We will continue to monitor response times.  We sincerely aplogize for the inconvenience. [4:00pm CT]  Customers are experiencing slowness and sporadic errors when logging into the NEXT … Continue reading →

A system problem has been identified by Illinois Medicaid pertaining to “Spenddown Eligibility Discrepancies.”  The eligibility information that Illinois Medicaid is providing to Passport Health Communications does not correspond to the spenddown eligibility determination that is reflected in the Medicaid … Continue reading →

The issue causing Registration Quality Assurance (RQA) and Patient Payment Estimates (PPE) to sporadically time-out is resolved as of 3:30pm CT.  We apologize for the inconvenience.

[3:30pm CT]  Florida Medicaid has resolved the invalid provider ID error issue that was causing a large number of eligibility transactions to be rejected. [1:30pm CT]  Although Florida Medicaid attempted to fix this issue earlier, we continue to receive a much higher … Continue reading →

Release Date:  February 27, 2014 at 10:00pm CT Change Overview:      eCare NEXT New Feature – eCare NEXT will now show a favorite or “favicon” next to its page title in the browser tabs New Feature  – eCare NEXT Work Queue … Continue reading →

Weekly Scheduled Maintenance:  10:00pm – 12:00am CT Change Overview:  eCare NEXT -Bug Fix – Correct issue on the eCare NEXT Worklist/Queue Manager that is causing the alerts dialog to load slowly. OrderChecker                      -Bug Fix:  Correct issue with the drop down not working when ABN is … Continue reading →

Medicare is currently processing very slowly.  The backlog from all vendor transactions is causing a backlog of requests.  CMS forwarded the below message.  We’ll continue to monitor and update. [CMS]  HETS 270/271 As of 02/20/2014 10:45 AM: Please note that the … Continue reading →

[02.20.14]  The login slowness between 8:30am and 11:00am CT yesterday morning was caused by a code change that moved out last night which caused too many database calls to occur within the OneSource product. This resulted in an overload on the database … Continue reading →

Release Date:  February 13, 2014 at 10:00pm CT *Please note that we encountered an issue that prevented these notes from posting to the dashboard on 02.13.2014.  However, you should have received the weekly change updates from our email release notes … Continue reading →

[2/14/14 @ 10:35am CT]  Passport reports processing is normal at the moment and we continue to monitor closely. [2/14/14 @ 10:17am CT]  Passport is looking into reports of processing delays and intermittent timeouts. [2/14/14 @ 8:05am CT]  Most customers are … Continue reading →

[02.12.14]  CMS has rescheduled their 4th quarter 2013 release for April 2014. This release includes adding psychiatric data and expanding the hospice occurrences returned. We will send out an additional notification once the exact date of this release is determined. Release … Continue reading →

[2.12.2014 @ 11:30am CT]  BCBS South Carolina is currently offline due to adverse weather conditions in South Carolina.  They were unable to give us an estimated fix time, but we will continue to monitor and post any updates.

Since 1/1/2014 these plans have had increased time-outs due to back end processing issues at the payers.  We are working with the payers to help them identify the reasons for the timeouts.  Several fixes were released last Friday (2/7/14) and … Continue reading →

[02.12.14]  Medicare release the following statement regarding the status of the changes to Common Working File ELGA, ELGH, HIQA, HIQH, and HUQA Part A Provider Queries CMS intends to terminate access to the other CWF eligibility queries implemented in the … Continue reading →

As many of you know, the Northeast has been slammed this week with a severe winter storm and subsequent power outages. Our Orders and Scheduling offices in the Northeast have been without power for most of the week. Fortunately, our … Continue reading →

02 14 2014 @ 1:14am CT:  Passport has resolved the Address Verification problem.  Clients are receiving transactions.  Sorry for the inconvenience this maintenance caused you and your staff. 02 13 2014 @ 11pm CT:  Passport is looking into reports of … Continue reading →

Release Date:  February 06, 2014 at 10:00pm CT Change Overview: eCare NEXT eCare NEXT Queue Manager – Fix issue causing newly created queues to “stick” and fail Hide Name Input showing at bottom of work queue Patient Payment Estimator (PPE) … Continue reading →

There was an issue between 1:30am and 7:30am that prevented some customers from uploading files via FTP or manually (through web upload/download).  This functionality is now available and customers should be advised to resubmit their files if they normally submit … Continue reading →

The Medicare Part B remaining deductible amount information being returned by the HETS 270/271 Medicare eligibility system has not been updated since January 17, 2014. CMS IT is working to resolve this issue as soon as possible.  Medicare is scheduled to publish changes February 4th … Continue reading →

[02.04.2014]  The ability to disable users is available again. [02.03.2014]  The ability to disable users will be added back to our self-service portal users tonight. [01.31.2014]  The disable user function in the self-service portal is temporarily unavailable.  We are in the process of … Continue reading →

[1:00pm CT Update]  We have restored the missing data that was causing integrated transactions to fail.  We apologize for the inconvenience! [12:55pm CT Update]  Integrated transactions are not processing, but OneSource is still available for inquires. [12:45pm CT Update] We … Continue reading →

Release Date:  January 30 , 2014 at 10:00pm CT Change Overview: Self-Service Portal – Fix bug in copy user function that is not automatically creating view configurations Search Option Change – Following payers will only allow a Member ID Last … Continue reading →

The following ClaimSource changes were deployed on 01.26.2014. Product Updates: User Reports older than 30 days are now removed Printers are now able to be assigned sites; users can only see printers for sites they are assigned to. OCE software updated … Continue reading →

Release Date:  January 23 , 2014 at 10:00pm CT Change Overview: eCare NEXT – Add the ability to run secondary estimates in Patient Payment Estimator (PPE) The benefit fields will NOT be automatically populated in the Secondary column, so users … Continue reading →

Mercy Care Medicare is currently offline. However, Passport has confirmed that Mercy Care Medicare inquiries may be processed through Mercy Care Medicaid. We recommend you redirect your web inquiries to Mercy Care Medicaid. If you are an IntelliSource or eCare … Continue reading →

The following WPS plans are now available.  EDI, IntelliSource, and eCare NEXT customers may need to map these to the appropriate payer mnemonic.  You can associate a mnemonic to a payer in the self-service portal on the payer mappings tab.  … Continue reading →

Changes to be deployed on January 16th , 2014 at 10:00pm CT Change Overview: Self-Service Portal Remove “National” as an Option in the state drop down box for extra data payers Transaction Ownership should only display active clients. Special Notes: … Continue reading →

[01.15.2014]  Passport received the following message from BCBS IL, TX, NM, MT, and OK regarding an issue with eligibility benefits.  We requested an estimated fix time, but they were unable to provide this information.  Passport will post any updates we receive … Continue reading →

The following payers are online as of 4:35pm CT. Anthem (CO) Claims Status Anthem (CT) Claims Status Anthem (IN) Claims Status Anthem (KY) Claims Status Anthem (ME) Claims Status Anthem (NH) Claims Status Anthem (NV) Claims Status Anthem (OH) Claims … Continue reading →

[01/13/2014 @ 1:55pm CT]  Medicare A&B is online as of 1:55pm CT. [01/13/2014 @ 1:15pm CT]  Medicare A&B is offline again!  We have included the latest update from CMS below. The Medicare 270/271 Eligibility system is currently returning responses with … Continue reading →

Passport fixed an alerts issue that was causing the RQA resolution to not appear in cCare NEXT.  The issues began late Tuesday night as a result of a server change.  The resolution was moved to production last night (01-09-2014).

Change Overview: OrderSmart – Correct time zone issue causing wrong dates to display. OrderSmart – Add ability to manage multiple authorization responses or unmatched authorization responses. Self-Service Portal – Allow configuration of Workcenter permissions on the Manage Users page. MyResponse … Continue reading →

Medical Services Initiative is no longer available as of 01/01/2014.  We received the below message from Medical Services initiative regarding their service. The MSI Program ended on December 31, 2013.  All MSI Patients were discontinued effective 12/31/2013.  Please contact the … Continue reading →

Passport has received numerous questions about ACA and HIX responses.  Please see the following information put together by our payer group. There is not one database that includes all members of      the HIX. Membership is maintained by the individual … Continue reading →

We received notification that Santa Clara Valley Health and Hospital has canceled their real-time eligibility services and therefore, we are no longer able to process eligibility transactions for this payer.   We hope this payer will be available again at some point in the … Continue reading →

[0900am CT]  Anthem Midwest is back online. [0800am CT]  Anthem Midwest is currently experiencing database issues causing them to return “Provider ID Invalid” errors.  Wellpoint has assured us that they are working on this issue, but they do not have an … Continue reading →

[1/6/14 @ 1250 pm CT]  Independence Blue Cross (IBC), Amerihealth, Keystone, Mountain States, and Highmark eligibility are back online as of 12:50pm CT. IBC has been returning intermittent responses since 1/3/14. We have seen some improvement this morning, but our systems … Continue reading →

[02/12/2014]   Healthspring TN eligibility is available again under via Healthspring (which can be found under the Medicare heading in OneSource).  EDI and Integrated transactions have been mapped to the general Healthspring payer. Unfortunately, the current response includes limited benefits.  We are … Continue reading →

[01 05 2014] Medi-Cal has been processing normally as of Sunday, 1/5/2014 at 6am CT. [01 03 2014] Medi-Cal came back online today at 11:10am CT, however, due to the backlog of transactions, processing may continue to run slower than … Continue reading →

The timeouts/errors when clicking on the collection tab in eCare NEXT have been resolved.

[1.24.2014]  The “response type” for family planning only is now being returned correctly. [12.31.2013]  The following Ohio Medicaid issues have been resolved!  NO SPENDDOWN has been added as a message segment everywhere you see COUNTY CODE and COUNTY NAME message segments … Continue reading →

We have been notified by Michigan Medicaid that they have an issue with eligibility requests using subscriber names.  In some instances, active member inquiries are returned as “not found.”  Per Michigan Medicaid “there are several records in the CHAMPS (Michigan Medicaid) database … Continue reading →

CMS recently installed a system release that made several significant changes to the Medicare eligibility response (including Psychiatric Benefit Data). However, this installation caused their system to become unstable and they were forced to roll back the changes on December … Continue reading →

[12/23/2013]  The changes to fix the additional Florida Share of Cost information were moved to production on 12/20/13. [12/19/2013]  The additional Florida Share of Cost information that Passport returns from the Department of Children and Families – MyFlorida.com is currently … Continue reading →

Release Date:  December 19, 2013 at 10:00pm CT Change Overview: Aetna new search options – Please see the following new search options 1) Subscriber ID, Patient DOB 2) HMO Subscriber ID 3) Subscriber SSN, Patient DOB 4) Subscriber Name, Subscriber … Continue reading →

Related to a production change on Dec. 9, 2013, the 835 ERA files providers receive from Blue Cross and Blue Shield of New Mexico (BCBS NM) experienced technical issues that caused delivery delays. This also affected the Electronic Payment Summary … Continue reading →

Related to a production change on Dec. 9, 2013, the 835 ERA files providers receive from Blue Cross and Blue Shield of Texas (BCBS TX) experienced technical issues that caused delivery delays. This also affected the Electronic Payment Summary (EPS) … Continue reading →

[12/16/13 @ 6:00pm CT]  Here’s the latest message from CMS regarding today’s system issues.  The anticipated fix time is 9:00pm CT. Due to issues with the HETS 270/271 application following the R2013Q400 release, CMS is removing the version that was … Continue reading →

Passport will perform system maintenance tonight (12/13/2013) from 9:30pm to 10:00pm ET that will cause OrderChecker and/or OrderRite to be offline.  You may also notice an ADT message delay from 10:00pm ET to 11:00pm ET.

[12/17/13]  Molina has corrected the issue with their California data! They are still working to correct the other states. [12/13/13]  We are currently experiencing issues with eligibility data for Molina Healthcare. Responses may return inaccurate data or incorrect error messages … Continue reading →

The Passport system upgrade and subsequent downtime scheduled for December 19th between 10:00pm CT and 11:00pm CT has been rescheduled for January 2014. Passport will communicate the exact date one week prior to the change.  We apologize for the late … Continue reading →

Release Date:  December 12, 2013 at 10:00pm CT Change Overview: eCare NEXT RQA – User can change alert status from Alert Status, Edit Detail pop-up dialog for alerts that are “Resolved By System.”  This parameter will not be turned on by default. … Continue reading →

[12/11/2013 @ 10:00am CT]  Passport implemented a processing change last night in an attempt to increase of transaction throughput.  However, the new configuration inadvertently caused a bottleneck that created a backlog for eCare NEXT during peak volume time this morning.  … Continue reading →

[12/16/2013]  BCBS NC processing is greatly improved today.  There are a couple of intermittent timeouts, but overall much better performance now. [12/05/2013]  We are working with BCBS NC on their eligibility performance issues.   They acknowledged that one of their vendors … Continue reading →

Release Date:  December 5, 2013 at 10:00pm CT Change Overview: eCN NEXT:  Reconfigured the Alerts chevron to display alert boxes in three equal width columns with the General alerts box displayed first and restyled to match the others. eCare NEXT:  … Continue reading →

Intermittent Freedom Health, Total Health, Gold Coast, and Optimum are timing out due to the payers randomly cancelling website navigation. The clearinghouse team is working on a resolution.

Release Date:  November 27 2013 at 8:00pm CT Change Overview: eCare NEXT:  Fix issue that causes MyResponse widget customizations to disappear. Special Notes: Self-Service Portal changes deployed to production on 11/25/2013 Payer Permissions:  Added icons for extra data and enrollment … Continue reading →

The following self-service portal changes will be moved to production tonight.  Most of these were announced previously, but were not deployed in order to make further changes. Payer Permissions Added icons for extra data and enrollment forms required Manage Users … Continue reading →

Change Overview: eCN NEXT:  Correct the “At Least One ServiceType Is Required” error for Medicare estimates. Self-Service Portal:  Correct department move not changing ownership Self-Service Portal:  Add Ability to update the department or disable/enable for multiple users at one time … Continue reading →

Passport also received the following update from Anthem/WellPoint regarding recent performance issues. Over the past several weeks, WellPoint has experienced an increase in outages and a reduction in availability within our online EDI environment.  We understand these issues impact your business … Continue reading →

Background: It is estimated that 12 million people will begin purchasing health insurance through Health Insurance Marketplaces known as Health Insurance Exchanges or HIXs. These plans are being offered in accordance with Patient Protection and Affordable Care Act (Obamacare). HIXs provide … Continue reading →

[11/19/2013]  When Equifax address verification customer submits an inquiry for a patient that cannot be found in the Equifax demographic database, it is timing out.   If there is information in the database, it processes normally.  We have requested a fix time, but Equifax … Continue reading →

[2:00 pm CT 11/15/2013]  There is an issue causing alerts to inadvertently display for eCare NEXT customers that have Medical Necessity and Pre Certs.  A fix will be deployed to production tonight.  Once corrected, the invalid alerts will disappear.

***Transactions submitted prior to 10am CT may need to be retriggered to display in the work center/queue*** 10:00am CT Update: The issue that was causing intermittent transaction to not process has been resolved. We apologize for the inconvenience. 09:30 CT: … Continue reading →

Release Date:  November 14, 2013 at 10:00pm CT Change Overview: eCare NEXT – Add MyResponse Tabs to eCare NEXT that match the functionality in OneSource.  This change will not be turned on globally, but can be configured by your account … Continue reading →

Passport had an issue with Aetna eligibility returning errors this morning.  It was corrected at 830am CT.  However, Aetna transactions submitted from late Thursday night until early Friday morning (830am CT) cannot be resubmitted.  To correct, you will need to … Continue reading →

[11 08 2013 2:26pm CST] The alert service is back online.  Please let us know if you continue to experience any problems. We have disabled the ability for users to manually resolve alerts.  However, customers will continue to receive alerts … Continue reading →

Release Date:  October 31 2013 at 10:00pm CT Change Overview:  No global customer facing changes deploying to production this week. Special Notes:  None

Release Date:  October 24 2013 at 10:00pm CT Change Overview:  No global customer facing changes deploying to production this week. Special Notes:  None  

Release Date:  October 17 2013 at 10:00pm CT Change Overview:  No global customer facing changes deploying to production this week. Special Notes:  None