Author Archives: Ron Diaz

Experian Address Verification is currently online after experiencing processing delays this afternoon.  You may experience slow processing as we process the slight backlog of transactions.  We apologize for the inconvenience.

[11 18 2015 @ 7:55am CT]  Authorizations within eCare NEXT and OrderSmart are back to normal and processing normally. We apologize for any inconvenience this may have caused. [11 17 2015 @ 4:30pm CT]  Authorizations within eCare NEXT and OrderSmart … Continue reading →

[10 27 2015 @ 8:37pm CT]  The Beginning Date of Service is now defaulting to the current date on OneSource.  We apologize for the inconvenience this caused you. [10 27 2015 @ 7:08am CT]  The Beginning Date of Service issue … Continue reading →

[10 20 2015 @ 11:20am CT]  All systems are running at normal processing times. [10 20 2015 @ 11:05am CT]  All products are online, and you should be able to login, however, you will experience transaction slowness as we process … Continue reading →

[10 08 2015 @ 9:45am CT]  OrderChecker Thin Client logins are working correctly now.  We are focused on a solution to prevent this from occurring again.  We apologize for the inconvenience.    

[09 24 2015 @ 1:00pm CT] As of 1:00pm CT, we have processed the backlog and all alerts should be current.  Please reach out to Customer Support if you are still experiencing any problems. [09 24 2015 @ 12:45pm CT]  … Continue reading →

Over the past few months we have been communicating concerns from CMS related to the volume of eligibility transactions processed through the Medicare system (HETS)  on the 1st of the month. There are two areas of concern from CMS that … Continue reading →

[09 09 2015 @ 11:06am CT]  All issues have been resolved as of 11:06am CT.  If you continue to experience any problems, please reach out to Customer Support.  We apologize for the inconvenience. [09 09 2015 @ 10:45am CT]  The … Continue reading →

[09 08 2015 @ 5:00pm CT]  The Security Certificate error has been resolved as of 5pm CT.  Sorry for the inconvenience. [09 08 2015 @ 4:00pm CT]  Passport is looking into a Security Certificate error when logging in to eCare Online, … Continue reading →

[09 08 2015 @ 2:30pm CT] All products should be processing normally.  We apologize for the service disruption. [09 08 2015 @ 2:00pm CT] IntelliSource and eCare NEXT Users should be able to process transactions normally with the exception of alerts … Continue reading →

[09 06 2015 @ 3:12pm CT]  Illinois Medicaid Eligibility is back online as of 3:12pm CT.  Processing may be slower than normal as we process the backlog of transactions.  Thanks for your patience and sorry for the inconvenience this extended … Continue reading →

Status Update:  8/06/15 Please note that the claims affected by the issue below have been resent to the payers for processing.  We are waiting now for payer response reports to be returned and then processed by our clearinghouse. Please be … Continue reading →

[07 30 2015 @ 7:45pm CT]  System processing is now back to normal processing times.  If you continue to experience any issues, please reach out to Customer Support. [07 30 2015 @ 6:45pm CT] System processing should be improving as we … Continue reading →

[07 27 2015 @ 1:40pm CT]  Address Verification is back online as of 1:40pm CT.  The intermittent problems started at approximately 12:19pm CT .  We apologize for any inconvenience. [07 27 2015 @ 1:15pm CT]  We are currently experiencing intermittent connectivity issues … Continue reading →

[07.24.2015]  Molina has corrected the issues regarding inaccurate information being returned in transactions. Any transactions not processed due to this issue must be resubmitted. [07.03.2015]  All Molina transactions are experiencing intermittent response issues wherein some responses may contain inaccurate information. The … Continue reading →

[07 18 2015 @ 4:45pm CT]  Passport reports that a queue backlog delayed the processing of your requests.  You should be seeing a vast improvement.  We apologize for the delay. [07 18 2015 @ 3:55pm CT]  Passport is investigating several reports of patients … Continue reading →

[07 17 2015 @ 8:15pm CT]  The error received when adding the RQA/PPE Nebo ID has been resolved.  We apologize for the inconvenience. [07 17 2015 @ 1:30pm CT]  Self Service Portal users are receiving an error when adding the … Continue reading →

[07 17 2015 @ 2:25pm CT]  The Not Set errors were resolved at 1:30pm CT, and our Payer Team has been monitoring transactions for the last hour.  If you continue to experience any problems, please reach out to Customer Support. [07 17 … Continue reading →

There has been an issue identified where users with Internet Explorer Version 8 browsers installed cannot view faxes.  A fix is being deployed at 1pm CT.  Users will need to logout of OrderSmart and log back in thereafter.  Sorry for … Continue reading →

[06 11 2015 @ 3:35pm CST]  eCare NEXT experienced a brief period of slow response times within the past hour, however, processing is back to normal response times as of 3:35pm CST.  We apologize for the inconvenience.

[06 11 2015 @ 3:55pm CST]  OrderChecker is back online.  We apologize for the inconvenience. [06 11 2015 @ 3pm CST]  OrderChecker is currently offline.  You may be receiving an Unexpected Error Occurred response when running Medical Necessity.  We are … Continue reading →

[06 05 2015 @ 11:55am CST] During last night’s maintenance window, there was an issue that caused NOAs to not be generated for HL7 NOA Clients.  The exact time was 8:10pm through 12:30am CST.  We estimate, based on nightly averages, that … Continue reading →

[06 05 2015 @ 8:52 am CST]  The IntelliSource processing issue has been resolved.  This issue affected several clients, but not all.  We apologize for the inconvenience. [06 05 2015 @ 8 am CST]  Passport is investigating reports of IntelliSource … Continue reading →

[06 02 2015 @ 4:40 pm CST]  Medicare is processing intermittently.  We continue to work with the payer. [06 02 2015 @ 11:10 am CST]  Medicare is processing intermittenly.  We are working with the payer and will update this post … Continue reading →

[05 22 2015 @ 12 noon CT]  The outgoing faxes issue has been resolved.  Thanks for your patience! [05 22 2015 @ 10:30 am CT]  OrderSmart users are unable to send outgoing faxes.  The Fax Out feature fix will be … Continue reading →

[05 20 2015 @ 9:30 pm CT]  All systems are back to normal.  Thanks for your patience! [05 20 2015 @ 9:00 pm CT]  Passport has resolved the problem, however, you may still experience problems for the next 30 minutes. … Continue reading →

[05 19 2015 @ 6:10 pm CT]  The hotline is now available.  Sorry for the inconvenience this caused you and your staff. [05 19 2015 @ 3:40 pm CT]  You may use the local number in the interim, 615-467-2896. [05 … Continue reading →

[05.13.2015]  As of 04/30/2015 the following payers are unavailable until the payer completes migration to their new platform. No ETA at this time. MDWise Health Indiana Plan (HIP) MDWise Methodist MDWise ProHealth MDWise Select Health Network (SHN) MDWise St. Catherine MDWise … Continue reading →

[05 13 2015 @ 4:15 pm CT]  The issue with RQA duplicating transactions has been resolved.  Although this issue affected several clients, it was not a global issue.  We apologize for the inconvenience. [05 13 2015 @ 12:10 pm CT]  Passport is … Continue reading →

Passport is in the process of updating our connection to Christus Health Plan Eligibility.  We are unable to provide an Estimated Time of Availability at this time.  We apologize for any inconvenience this may cause you and your staff.

[05 05 2015 @ 11:45 am CT]  Passport should be processing normally at this time.  Please reach out to Customer Support if you are still experiencing problems.  We apologize for the inconvenience. [05 05 2015 @ 10:45 am CT]  Passport … Continue reading →

[05 01 2015 @ 8 pm CT]  The Postback slowness should be resolved as of 8pm CT.  Please logout of the Next bar, and login to receive the updates.  If you continue to have any problems, please reach out to Customer … Continue reading →

[04 24 2015 @ 10:15am CT]  Passport has resolved this issue with the blank page when printing.  If you are still having problems, please reach out to Customer Support.  Thanks for your patience! [04 24 2015 @ 9:15am CT]  Passport … Continue reading →

[04 23 2015 @ 10:35pm CT]  PaymentSafe was back online at 10:35pm CT.  Our Systems Team had been monitoring transactions for the last 15 minutes to ensure all is back to normal.  We apologize for the inconvenience. [04 23 2015 @ … Continue reading →

[04.07.15 6am(CST)] First Choice Health is back up in production and processing normally. We apologize for any inconvenience this may have caused. [04.03.15] First Choice Health is currently unavailable. Payer portal changes require a coding update. This will hopefully be corrected by … Continue reading →

[04.07.15 6am(CST)] First Choice Health is back up in production and processing normally. We apologize for any inconvenience this may have caused. [04.03.15] California Childrens Service is currently unavailable. Payer portal changes require a coding update. This will hopefully be … Continue reading →

[04.03.15 2:30pm]  SCAN HMO Data Enhancement is currently unavailable due to coding changes made by the payer. We are working with the payer to resolve. No ETA at this time.

[04.01.2015 10:30am]  We are currently researching a global slowness issue affecting eCare NEXT and any products consuming eligibility.

[10:30am CT] Issues have been resolved.  We apologize for any inconvenience this may have caused. [03 31 2015 @ 9:15am CT]  Passport is investigating reports of run-time errors when accessing the OrderChecker thin client.  We will continue to update this issue … Continue reading →

Last night, in an effort to make PHI more secure, we implemented more secure password requirements. As always, usernames and passwords, are case-sensitive. User passwords now need to satisfy 3 of the 4 rules below: *Must contain at least eight characters … Continue reading →

{01/30/2015} BCBS Out of State transactions are timing out.  They are aware of the issue, but have not given us an estimated fix time.

[01 07 2015 @ 8am CT]  The BCBS TN Payers listed below are offline.  BCBS TN is unable to provide an Estimated Resolution Time for this issue. BCBS of Tennessee (BlueCare) Eligibility BCBS of Tennessee Claim Status BCBS of Tennessee Commercial … Continue reading →

Effective November 17, 2014, Gerber Life Insurance has been deactivated as a Passport payer.  We apologize for the inconvenience this may cause you and your staff.

[9:30am CT] The processing issues were resolved around 9:30am CT.  There may be some issues with eligibility backlog.  However, we believe that will be back to normal by 10am to 10:30am CT.  Again, we apologize for the delay! [9:05am CT]  We expect … Continue reading →

[10 29 2014 @ 5:30 pm CT]  If you are experiencing problems in the Self Service Portal when creating new users, editing accounts or resetting passwords, it is recommended that you please clear your internet browser’s cache. In Internet Explorer, this may be accomplished … Continue reading →

[10 20 2014 @ 1:27pm CT]  This issue has been resolved.  Please contact Customer Support if you are still experiencing any issues. [10 20 2014 @ 12:13pm CT]  Passport is working to resolve a few more errors reported since this past … Continue reading →

[11 07 2014 @ 3:15pm CT]  OH Medicaid remains online and processing normally today. [11 06 2014 @ 6pm CT]  OH Medicaid has been processing normally most of the day today. [11 05 2014 @ 2:03pm CT]  OH Medicaid is … Continue reading →

[10 09 2014 @ 6:01pm CT] The Medical Necessity errors have been resolved.  Thanks for your patience! [10 09 2014 @ 5pm CT]  Passport is aware and working to resolve the errors being received on Medical Necessity.  Some of the … Continue reading →

[10 02 2014 @ 4:50pm CT]  The eCare NEXT Medical Necessity error has now been resolved.  Sorry for the inconvenience. [10 02 2014 @ 3:24pm CT]  Passport is looking into errors in Medical Necessity when submitting Orders.  We apologize for … Continue reading →

[09 18 2014 @ 9:49pm CT] Passport has resolved the issue.  Thanks for your patience! [09 18 2014 @ 8:32pm CT] Passport is working to resolve an “unexpected error occurred” response when clicking on the Estimate chevron within eCare NEXT.  Thanks … Continue reading →

Change Overview: OrderChecker           Fix – ICD Specificity Is Broken for V Codes Fix – ICD 10 / ICD 9 Switching Lock Fix – ICD10 Specificity Issues Feature – ICD-9 Specificity Warnings Needed OrderSmart Feature – Add a new percert status … Continue reading →

[07 25 2014 @ 9:30am CT]  The eCare NEXT is working normally again.  We rolled back the changes (pop-up when a user changes a template) that were deployed last night.  We apologize for the inconvenience. [07 25 2014 @ 7:30am … Continue reading →

[07 03 2014 @ 8:14am CT]  The OrderChecker Thin Client and our PCA Product are back online as of 8:14am CT. [07 03 2014 @ 7am CT]  Clients are reporting errors when accessing the OrderChecker Product.  Passport IT is currently … Continue reading →

[06 13 2014 @ 9:21am CT]  OrderChecker Thin Client users encountered problems logging in from 9:21am through 9:55am CT.  Passport has resolved the issue and users are successfully logging in now.  We apologize for the inconvenience.

[06 02 2014 @ 10:48 pm CT] Medicare has processed the backlog of transactions and is running at normal processing times.  Thanks for your patience! [06 02 2014 @ 6:52 pm CT]  Medicare remains online and processing, but is still … Continue reading →

[06 02 2014 @ 8:55am CT] USPS AV is back online.  We apologize for the inconvenience and appreciate your patience. [06 01 2014 @ 4:30pm CT] Passport reports that USPS Address Verification will be offline through Monday morning, 6/2/14.  The … Continue reading →

[05 30 2104 @ 10 pm CT]  The ICD-9 to ICD-10 Transaltor is now online.  We apologize for the inconvenience. [05 30 2014 @ 10:55am CT]  The ICD-9 to ICD-10 Translator is currently offline.  Passport will have this resolved shortly.  … Continue reading →

[05 29 2104 @ 11:10pm CT]  Passport Support emails are now being received as normal.  There was a slight delay for about 15 minutes. [05 29 2014 @10:55pm CT]  If you had emailed our Customer Support, Compliance Support or eCare … Continue reading →

[05 15 2014 @ 10 pm CT]  The Self Service Portal Fast-Client Switching tool is now fully functional. [05 15 2014 @ 11:56am CT]  The Estimated Resolution Time is 10pm CT tonight, 5/15/2014. [05 15 2014 @ 11 am CT]  … Continue reading →

[05 15 2014 @9:52 am CT]  Passport Online Reports are now available for your use.  We apologize for the inconvenience. [05 15 2014 @ 8am CT]  Passport Online Reports are currently unavailable.  We should have this resolved for you shortly.  Sorry … Continue reading →

[05 08 2014 @ 9:05pm CT]  Passport has resolved this issue.  We apologize for the inconvenience. [05 08 2014 @ 9pm CT]  Passport is investigating reports of eCare NEXT unable to pull up patients in the work queue.

[05 07 2014 @ 10:15 pm CT]  Passport has resolved the earlier issue.  We apologize for any inconvenience. [05 07 2014 @ 9pm CT]  Passport is investigating reports in eCare NEXT wherein the eligibility is not pulling up the patient … Continue reading →

[04 07 2014 @ 3:00 pm CT]  Passport has been monitoring the changes we deployed to resolve access the File Upload/Download issues.  We are confident these changes were successful.  However, we’ll continue to review for the remainder of this week. [04 04 2014 … Continue reading →

Release Date: April 3, 2014 at 10:00pm CT Change Overview: eCare NEXT Feature – Queue Manager Assign queue to a Department Fix – Change wording on previous response page Feature – Queue Manager Assign work queue by department Payment Safe … Continue reading →

[03 16 2014 @ 8am CT]  Passport is currently upgrading OrderChecker interfaces for several clients.  These clients had already been notified of potential downtime in accessing OrderChecker.  The maintenance is expected to last approximately three hours.  If you have any concerns/questions, … Continue reading →

[03 14 2014 @ 10:00 am CT] Ecare NEXT processing and refresh times have dramatically improved over the last 30 minutes.  We will continue to monitor response times.  We apologize for the inconvenience. [03 14 2014 @ 9:30 am CT] … Continue reading →

[03 11 2014 @ 7:50am CT]  Passport has resolved the issue with blank pages. [03 11 2014 @ 7:45am CT]  Passport has found the issue and should have a resolution shortly. [03 11 2014 @ 7:15am CT]  Passport is looking … Continue reading →

[02 20 2014 @ 10:15am CT]  The server errors have been resolved and the SSP has been running fine for the past three hours.  Please call Passport Customer Support if you encounter any more problems. [02 19 2014 @ 1:55pm CT]  … Continue reading →

[01 21 2014]  Florida Share of Cost information is now available! [01 20 2014]  The change moved to production this weekend did not fix the share of cost issue.  Our engineers are working to correct as soon as possible.  We should have … Continue reading →

[01 07 2014 @ 9:45 pm CT]  Passport is back to normal processing.  We continue to monitor the system. [01 07 2014 @ 9pm CT]   Passport is looking into reports of processing slowness and connection errors across OneSource, IntelliSource and … Continue reading →

[01 06 2014] Medicare (CMS) has notified Passport that the issue with  eligibility responses not returning preventive service codes has been resolved.  [01 01 2014] Medicare (CMS) has notified Passport of a known global issue. As of 1/1/2014, the eligibility response is … Continue reading →

[12 20 2013 @ 11:25am CT]  Passport has resolved the issue with MyResponse configuration changes. [12 20 2013 @ 10:25am CT]  Passport is investigating reports of MyResponse configuration errors.  We are working on an emergency fix and plan to deploy today.

[11 25 2013 10:50pm CST]  The issue with the NPI dropdown was resolved at 10:30pm CST.

[11 22 2013 10:15am CST]  Passport is working on a resolution.  There is no ETA at this time.

[11 21 2013 11:30am CST]  Alabama Medicaid is currently offline.  There is a backup connection, however, you may be receiving a Provider ID error if not enrolled.  The payer is working to resolve the primary issue as soon as possible.

[11 19 2013 10:00 pm CST]  eCare NEXT Estimates are back in service. [11 19 2013 8:00pm CST]  Passport is investigating reports of an Unexpected Error when accessing the Estimate Chevron within eCare NEXT and also when accessing the Queue Manager … Continue reading →

[07 29 2013 @ 1:50pm CT] The Name/DOB search option is currently generating a Required Application Data Missing error.  We are working with the payer to resolve this issue as soon as possible.  There is no Estimated Time of Resolution.

[08 13 2013 Update] On May 31st, Tricare stopped returning benefits for Tricare For Life members in accordance with Core Operating Rules. The benefits for these beneficiaries are only available through WPS, who is also the claims processor for this group. Passport … Continue reading →