Category Archives: Archived Posts

This Thursday evening, February 4, we will be changing the verbiage for NEBO0145* to better represent what it is alerting on. Current: Eligibility limited to {1}. Ensure benefits match service. Future: Response has IL Medicaid Companion Guide message. Coverage may be … Continue reading →

As part of our 1st of the month processing schedule on Monday, February 1, our Batch File Processing and Coverage Discovery services will be unavailable until after 2:00p.m. CT.  This is being done to insure that real-time requests receive processing priority. … Continue reading →

REMINDER – Medicare Usage – New Rules of Behavior – IMPORTANT Medicare continues to monitor eligibility transaction volumes on the 1st and 1st Monday of each month. The purpose of this monitoring is to maintain the performance of their eligibility system, … Continue reading →

Release Date: Thursday, January 28, 2016 at 10:00p.m. CT Change Overview: Experian Health  –  Processing Reminder for February 1, 2016 The Experian Health Systems Team remains committed and focused on delivering the highest level of availability for all products. We continue to … Continue reading →

Click below to see the latest available payer updates. Update – New Real-Time Payers, HIX, Claims and Remits (01.28.2016)

[4:00p.m CT]  The issue causing alerts to process more slowly than normal has been resolved.  We did not send a notification during this issue because we had not been able to assess the impact before it was resolved.  We apologize … Continue reading →

Experian Health – Processing Reminder for February 1, 2016 The Experian Health Systems Team remains committed and focused on delivering the highest level of availability for all products. We continue to make technology, people, and process changes to improve our service. … Continue reading →

This Thursday evening,  January 28, 2016, the following Epic NEBO alerts will be retired: NEBO0519: Payer Unable to Respond at current Time This alert has outdated logic and is currently never firing. If a payer is unable to respond to … Continue reading →

[2:00pm CT]  All Medical Necessity accounts were turned back on at 8:00am this morning.  We have been monitoring customer activity all day and response time is back to normal.  As usual, we will continue to monitor.  Thanks for your patience! … Continue reading →

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.

Click below to see the latest available payer lists (01.15.2016) Real-Time Payers – 01152015 Claims and Remits Payers – 01152016 Claims and Remits Payers – 01152016 – Updates Click below to see the latest available payer lists (01.11.2016) New Payers, Real-Time, HIX, … Continue reading →

Update Post – 01.15.2015 RQA Configuration File Upload Activations Effective 01.06.2016, RQA Configuration Files/Alerts will be available within 15 minutes of activation. Alerts will be available to begin firing on the quarter hour after they have been activated. Please contact Customer … Continue reading →

Release Date: Thursday, January 14, 2016 at 10:00p.m. CT Change Overview: Tonight – Expected Product Downtime During Maintenance Window As part of our regularly scheduled deployment and maintenance, (between 10:00p.m. to 12:00a.m. CT.) we expect a brief 45-minute outage to begin at … Continue reading →

Click below to see the latest available payer lists (01.11.2016) Payer List Alphabetical, Real-Time 20160111

The slowness issue this morning affected OneSource users only.  It was resolved at 8:00am CT. [8:15am CT]  Issue was resolved at 8:00am [7:20am]We are currently experiencing intermittent processing slowness with multiple payers that is causing an error message to appear … Continue reading →

Release Date: Thursday, January 7, 2016 at 10:00p.m. CT Change Overview: Tonight – Patient Estimates and Registration QA (PPE/RQA) This evening, we are performing product system and infrastructure maintenance during our regularly scheduled deployment which may disrupt normal PPE/RQA processing from 10:00p.m. … Continue reading →

Blue Cross and Blue Shield of Illinois (BCBSIL), Blue Cross and Blue Shield of Montana (BCBSMT), Blue Cross and Blue Shield of New Mexico (BCBSNM), Blue Cross and Blue Shield of Oklahoma (BCBSOK), and Blue Cross and Blue Shield of … Continue reading →

Update – 01.06.2016 Update to EDI Claim Edits Effective December 30, 2015 Changes were made to some of the edits released into production last week, as previously communicated.  Please make system updates as provided in the following. UHC_EDI_Claim_Edits_20160106 Previous: Effective Dec. … Continue reading →

 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.  

Click below to see the latest available payer lists (01.04.2016) Payer List Alphabetical, Real-Time 20160104

[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 →

1. Issue: UnitedHealthcare is experiencing a production problem with their remit generation platform.  This is a GLOBAL issue affecting delivery of remits to all trading partners and affects all remits associated with UHC and its affiliate payers. Status:  RESOLVED RE-OPENED … 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 →

Release Date: Thursday, December 17, 2015 at 10:00p.m. CT Reminder – Holiday Deployment Schedule: Over the next two weeks, we will not have weekly deployments on Thursday, December 24, 2015 (Christmas Eve) and Thursday, December 31, 2015 (New Year’s Eve). Our … Continue reading →

As of 10:26a.m. CT, this issue has been resolve.  Again we apologize for any inconvenience. _____________________ Currently when accessing the Collections Chevron from within ECN an error displays “Page cannot be displayed”. We have Development and Production control teams actively researching … Continue reading →

Click below to see the latest available payer lists (12.17.2015) Real-Time Payers Claims & Remits Payer 83x_Payer List Updates WorkComp Payer List WorkComp Payer List Updates  

Until further notice, Bravo Health is currently unavailable.  There is no ETA at this time.  We apologize for any inconvenience.

[12 22 2015 @ 1:53 CT]  Our Experian Health Development team has made some changes in our efforts to resolve the processing issues.  The problem has been confirmed to be resolved as of 12/21/15 11:45am CT. We apologize again for the inconvenience … Continue reading →

Click below to see the latest available payer lists (12.14.2015) Payer List Alphabetical, Real-Time  20151214

12.16.2015 1. Issue:  UnitedHealthcare is experiencing a production problem with their remit generation platform.  This is a GLOBAL issue affecting delivery of remits to all trading partners and affects all remits associated with UHC and its affiliate payers. Status:  RESOLVED … Continue reading →

As of 12.15.2015, Fresenius Medical Care and World Insurance is not offering real-time Eligibility and Claim Status processing.  We apologize for any inconvenience.    

[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 →

OrderChecker is currently having some processing issues that is causing users to receive an error of “Invalid Dx Code” and/or “Code out of Range”.  The development teams are currently working to resolve the issue.  As we work to resolve the … Continue reading →

Release Date: Thursday, December 10, 2015 at 10:00p.m. CT Change Overview: eCareNEXT Bar Update Users will be prompted to download a new version of the NEXT Bar beginning on Friday, December 11, 2015.   The new version does not change the functionality … Continue reading →

Valued Experian Health Customer, In our ongoing effort to improve the customer experience for all Experian Health customers, Experian Health is excited to announce that we will be moving to a unified set of Support Case Priorities for all of … Continue reading →

Click below to see the latest available payer lists (12.08.2015) Alphabetical Payer List, Real-Time 20151207

Users will be prompted to download a new version of the NEXT Bar beginning on Friday, December 11th.   The new version does not change the functionality or appearance of the NEXT bar.  The only noticeable change is to popup a warning message … Continue reading →

Earlier this week we posted about changes coming this Thursday evening, December 10th for NEBO0005: “Patient Birth Date Does Not Match That for the Patient on the Database” and NEBO0512: “DOB in REG does not match DOB in ELIG”. These … Continue reading →

A list of scheduled payer downtimes is available below. Payer Downtime December 2015

[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 →

Release Date: Thursday, December 03, 2015 at 10:00p.m. CT Change Overview: Urgent Maintenance – Expected Product Downtime, Tonight, 10:00p.m. CT Tonight (12.03.2015) we will be performing an urgent maintenance change during our regularly scheduled deployment that may disrupt normal processing from … Continue reading →

Click below to see the latest available payer lists (12.02.2015) Real-Time Payers Claims & Remits Payers 83X Payers Updates

Tomorrow evening (12.03.2015) we will be performing an urgent maintenance change during our regularly scheduled deployment that may disrupt normal processing from 10:00p.m. to 12:00a.m. CT.  If these changes are completed prior to 12:00a.m. or if delayed, an update will … Continue reading →

Although our systems are processing normally, there are several payers that are continuing to time-out.  Medicare, UHC, and several Medicaid plans continue to receive a large volume of requests and are timing out many of those inquiries.  Our production control … Continue reading →

As part of our 1st of the month processing schedule, Batch File Processing and Coverage Discovery are now online and processing normally.

11:45am CT.  The slowest processing period was between 9:54am and 10:24am CT.  Medicare continues to process intermittently and we still have a backlog of some timed-out transactions, but real-time processing should be normal. 11:25am CT.    A large number of payers … Continue reading →

11/30/2015 1:40pm – Although real-time processing has been processing normally since 11:15am CT, we are still processing queued transactions that were submitted from approximately 10am to 11:15am.  We should complete the backlog of request by 3pm.  Thanks for your patience. 11/30/2015 … Continue reading →

[11/25/15 15:17] As of 15:10 processing is back to normal.  We apologize for any inconvenience. [11/25/15 15:02] Access issues have been resolved.  We estimate it will take another 15 minutes to have processing speed back to normal. [11/25/15 14:41] The … Continue reading →

We want remind you of the new Medicare rules related to eligibility transaction volume for December 1st and December 7th. Please read the below. Medicare continues to monitor eligibility transaction volumes on the 1st and 1st Monday of each month. … Continue reading →

11.24.2015 – As of 1:30p.m. CT This issue has now been resolved.  Again, we are sorry for the inconvenience. 11.23.2015 – As of 1:45p.m. CT UHC is currently returning inaccurate out of pocket amounts. We are working with the payer … Continue reading →

[11/23/15 11:50am] Processing speed was back to normal at 11:10 cst. We are currently experiencing processing slowness when running eligibility transactions.  We are currently researching the issue and will provide updates as they become available.

[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 →

Release Date: Thursday, November 19, 2015 at 10:00p.m. CT Change Overview: Tonight – eCareNEXT Bar Update Users will be prompted to download a new version of the eCareNEXT Bar beginning on Friday November 20th.  The new version does not change … Continue reading →

Click below to see the latest available payer lists (11.18.2015) Real-Time Payers Claims & Remits Payers  

In an effort to streamline our payer connections, we will be consolidating Sierra Health Plan with Health Plan of Nevada effective November 30, 2015.  All transactions for Sierra Health Plan should be directed to Health Plan of Nevada before this date. … Continue reading →

[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 →

This Thursday evening, November 19, we will be deactivating the Epic embedded alert NEBO0038 and adjusting the verbiage of NEBO0019 to reflect the fact that Medicaid Replacement and Managed Care Coordinator are indeed the same. This is an effort to reduce … 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.

Release Date: Thursday, November 12, 2015 at 10:00p.m. CT Change Overview: Reminder – RQA/PPE Processing, Tonight Tonight, during our regularly scheduled maintenance window, RQA/PPE clients may experience intermittent service disruptions between 10-11p.m. CT. Reminder – FTPS (FTP over SSL) Upgrade, … Continue reading →

[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 →

Medicare continues to monitor eligibility transaction volumes on the 1st and 1st Monday of each month. The purpose of this monitoring is to maintain the performance of their eligibility system, as they continue to see higher than normal transaction volumes … Continue reading →

Effective for services rendered on and after December 1, 2015 – BCBSTX Medicaid (STAR & CHIP) are changing Third Party Administrators (TPAs) to our BCBSTX subsidiary – TMG. BCBSTX Medicaid is transitioning all its administrative functions to TMG – Customer … Continue reading →

Release Date: Thursday, November 5, 2015 at 10:00p.m. CT Change Overview: Reminder – Disaster Recovery Testing, Rescheduled to Nov. 12, 2015 Disaster Recovery Testing is scheduled for Nov. 12, 2015 between 10:00p.m. and 12:00a.m.  During this time, clients may experience intermittent service disruptions … Continue reading →

Click below to see the latest available 83X payer lists (11.05.2015) 83X_Payers_Updates_20151105 Click below to see the latest available payer lists (11.05.2015) Real-Time Payers Claims & Remits Payers WorkComp_Payer List

[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 →

There is a known issue with UHC NOA responses – some requests are returning a response of “No HTML Response Found”. We have identified the fix for this and expect it to move during our build on Thursday night. Please … Continue reading →

[11 03 2015 @ 7:30 a.m. CT] Batch file processing and Coverage Discovery are now online and processing normally.   We apologize for any inconvenience. [11 02 2015 @ 12:30p.m. CT]  Batch file processing will be delayed on 11.02.2015 until further notice. Additionally, … Continue reading →

[11 02 2015 @12:03pm CT] Medicare is back online, however, processing may remain slow as the payer processes the backlog of transactions. [11.02.2015 @ 10:10 am CST]  Currently, Medicare is not responding and/or timing out.   We are working with the payer … Continue reading →

[11 02 2015 @ 1:40pm CT] Real-time transactions are processing normally.  We continue to monitor the system as we process the backlog of transactions.  Thanks for your patience! [11 02 2015 @ 12:45pm CT] Transactions are processing slow for Eligibility, Address … Continue reading →

Epic NEBO Alerts Deployment 10/30/2015 Alert Action Notes 0057 – Alternate payer(s) found. Contact for benefits: {0}{1} New This alert notifies end users of alternate payers. These payers are administrated by the original payer queried but do not house the … Continue reading →

Release Date: Thursday, October 29, 2015 at 10:00p.m. CT Change Overview: Reminder – Disaster Recovery Testing, Rescheduled to Nov. 12, 2015 The Disaster Recovery Testing that was scheduled for October 22nd has been postponed until Nov. 12, 2015 between 10:00p.m. and 12:00a.m.  … 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.

Epic NEBO Alerts Deployment 10.27.2015 Alert Action Notes 0056 – Eligibility Response indicates SLMB New The response indicates the patient is part of the Service Limited Medicare Beneficiary Program.. 6401 – Kentucky Medicaid Exclusion: {1} New Lists out any KY … Continue reading →

[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 →

10.26.2015 – Once again we want to remind our provider community of the concerns that CMS continues to have related to the volume of eligibility transactions being processed through the Medicare System( HETS) on the 1st of the month.  There are … 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 →

update 10:00am CT… PatientSimple is back online and available.  We apologize for the inconvenience this may have caused you. PatientSimple Team ——————————————————————————————————- The PatientSimple product is currently returning a Service Unavailable message and is down.  This has been escalated and … Continue reading →

Release Date: Thursday, October 22, 2015 at 10:00p.m. CT Change Overview: Reminder – Disaster Recovery Testing, Rescheduled to Nov. 12, 2015 The Disaster Recovery Testing that was scheduled for October 22nd has been postponed until Nov. 12, 2015 between 10:00p.m. … Continue reading →

Click below to see the latest available 83X payer lists (10.26.2015) 83X_Payers_Updates_20151020 Click below to see the latest available payer lists (10.21.2015) Real-Time Payer List Claims & Remits Payer List  

[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 →

The previously reported NOA issue has been resolved. UHC NOA processing is back to normal.

[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!

Reminder – Disaster Recovery Testing Next Thursday on October 22, 2015 between 10:00p.m. and 12:00a.m., we will be conducting disaster recovery testing.  Clients may experience intermittent service disruptions for the entire two hours as we test and deploy changes.

Release Date: Thursday, October 15, 2015 at 10:00p.m. CT Change Overview: Reminder – eCareNext – Nextbar Tonight, a new version of the Click Once Nextbar will be included in our weekly deployment. This new version provides for an improved method of In-Process … Continue reading →

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.

Payer Updates: September 22 – October 5, 2015, Experian’s Payer Team has added the following new payers and made improvements to existing payers. New Payers-RT_HIX_Claims_Remits_10092015      

[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.

Release Date: Thursday, October 8, 2015 at 10:00p.m. CT Change Overview: Maintenance Reminder – Tonight Tonight during our regularly scheduled maintenance window, we anticipate product downtime to be 30-60 minutes which will begin shortly after 10:00p.m. CT.  All products will be … Continue reading →

Maintenance Reminder – Thursday, October 8, 2015 This week, during our regularly scheduled maintenance window, we anticipate product downtime to be 30-60 minutes which will begin shortly after 10:00p.m. CT.  All products will be impacted during this time. CMS Claims … 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.    

[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.

8:54am CT – Issue is now resolved, swiped transactions on the encrypted hardware are now processing normally. Thank you Financial Services Team 7:43am CT – Passport is aware of the errors being returned on the encrypted hardware this morning.  All … Continue reading →

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 →

October 6, 2015 Medicare/CMS Eligibility Scheduled Downtime October 9-11, 2015 We received the following downtime schedule from CMS for Medicare A&B eligibility. Friday, October 9, 2015 from 8:30 PM ET to 3:00 PM ET on Sunday, October 11, 2015.

09.25.2015 – This evening, Experian Health will be performing emergency maintenance on some redundant equipment starting at 10:00p.m. CT.  We do not anticipate any slowness or downtime during this maintenance, but we feel that it is necessary to keep you … Continue reading →

Release Date: Thursday, September 24, 2015 at 10:00p.m. CT (Update, 4:50p.m. CT – Disaster Recovery Testing, as previously communicated below has been posponed for this evening.) Reminder – Regularly Scheduled Disaster Recovery Testing – Tonight, Sept. 24, customers may experience … Continue reading →

[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 →

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

Epic NEBO Alerts Deployment 9/17/2015 Alert Action Notes 0008 – Patient has Medicare A Modified Logic added to recognize replacements and not fire alert.  0009 – Patient has Medicare B Modified Logic added to recognize replacements and not fire alert. … Continue reading →

Release Date: Thursday, September 17, 2015 at 10:00p.m. CT Change Overview: Preauthorization Knowledge Base Improves Authorization Response printing to include bold font on the results line. OrderChecker – Legacy Corrects an issue with ICD-9 listings not showing for non-specific ICD-9 codes. … Continue reading →

[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 →

Release Date: Thursday, September 10, 2015 at 10:00p.m. CT Change Overview: Reminder – eCareNext: Tonight, during the regularly scheduled maintenance window, eCareNEXT will be offline from approximately 10:00p.m. CT to 10:45p.m. CT for a system upgrade. Reminder – eCareNext, Patient … 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 →

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 →

Release Date: Thursday, September 3, 2015 at 10:00p.m. CT Update – RQA Fixed an AlertBuilder tool issue where the Copy Alert would crash when using IE9. Accepting GE alerts and adding a process to release the Postback when needed. Any … 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 →

Release Date: Thursday, August 27, 2015 at 10:00p.m. CT Change Overview: Reminder – Friday, August 28 PPE, RQA, PayNav, ERA, and eCareOnline – Scheduled Downtime We are performing a hardware upgrade this Friday, August 28, from 8:00p.m. CT until Saturday, August … 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!

08.24.2015 – Rocky Mountain Health Plan is currently not accepting any new enrollments for 270/271 transactions and they have been unable to provide us an ETA as to when new enrollments will be accepted. We will post an update with … Continue reading →

PIV Red Flags and Epic Clients. Patient Identity Verification (PIV) Red Flag values are sent to Epic in ZMS-3 segment. To learn more, reference the following attachments. PIV Red Flags_Epic Patient Identity Verification (PIV) Red Flag Alerts – FAQ RedFlags_FAQ_Aug2015 … Continue reading →

[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 →

Release Date: August 20, 2015 at 10:00p.m. CT Change Overview: Reminder – eCareNext – Scheduled Downtime – Tonight Tonight, 08.20.2015, eCareNEXT will be offline for 30-60 minutes during the regularly scheduled maintenance window beginning at 10:00p.m. CT. Coordination of Benefits Improves … 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&  

8.14.2015 – During our weekly deployment last evening, we added Red Flag alerts to our Patient Identity Verification (PIV) module that are now returned as part of the Experian address verification response. However, this has resulted in some minor Epic interface … Continue reading →

Patient Identity Verification (PIV) Red Flags Red Flag alerts will now be returned as part of the Experian address verification response.  Red Flags are alerts or warnings that identify patient information discrepancies (name, address, SSN, DOB) that may lead to … Continue reading →

Release Date: August 13, 2015 at 10:00p.m. CT Change Overview: Reminder: Patient Payment Estimator (PPE) Screen Changes – Available on 08.13.2015. The PPE interface will be updated this evening.  Documentation is provided on the Passport Dashboard and explains these changes … Continue reading →

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 →

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 →

[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 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 →

Update NEBO Deductible Alerts 073015 On Thursday evening, July 30th, we will deploy updated versions of Epic NEBO deductible alerts. This update makes the alerts clearer to understand and enhances logic to give you the most accurate deductible information returned … 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 →

Release Date: July 23, 2015 at 10:00p.m. CT Change Overview: BatchSource Added normalization to all addresses that are parsed in the Eligibility and Coverage Discovery files. OrderSmart Global, Patient, and Workqueue Search: Added the ability to search with “Special Characters,” … Continue reading →

[07 23 2015 @ 11:31am CT] The eCare NEXT PPE backlog has been cleared, and the auto run feature has been re-enabled.  Your Estimates should be working normally.  If you continue to experience any problems, please reach out to Customer … Continue reading →

Wednesday, July 22 – The web portal for L.A. Care Health Plan is currently experiencing an authentication issue which has resulted in processing errors.   As necessary, we are monitoring this issue to identify a resolution.  There is no ETA at this … 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 →

July 17, 2015 – During the weekly deployment this evening, we will add new AlertBuilder functionality to the RQA Module.   This includes: Functionality for alert history by creating the AlertBuilder History Tab, which shows activation history of alerts, by user. A new … Continue reading →

Release Date: July 16, 2015 at 10:00p.m. CT Change Overview: Reminder – MyResponse Maintenance will occur this evening due to a server upgrade. MyResponse will be unavailable during this regularly scheduled maintenance window. We anticipate starting the upgrade around 9:00p.m. CT and completing all … 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 →

Release Date: July 9, 2015 at 10:00p.m. CT Change Overview: eCareNext Adds postback functionality and the ability to run benefits using multiple services types for clients who use specific business rules. Corrects an issue where users were not able to see when an eligibility transaction was … 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.

Release Date: July 3, 2015 at 10:00p.m. CT Change Overview: Please note that due to the July 4 holiday, our weekly deployment this week will be limited to only critical items. eCareNext Corrects an issue where users cannot see an … Continue reading →

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 →

As of 8:31 p.m. ET,  UHC fixed their 278N issue related to the dx code submission process. You can continue to submit your UHC NOAs with free text diagnosis codes.” Wednesday, July 1 – UHC has indicated that a change was … Continue reading →

[6:30pm CT]  The OrderRite Authorization Image link issue within eCareNext is resolved. [5:00pm CT]  We are currently experiencing a processing issue for the OrderRite Authorization Image link from within eCareNext. Users will see the following message “An unexpected error occurred during the processing … 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 →

Tuesday, June 30 – Florida Medicaid Share of Cost has returned to normal processing.  We will continue to monitor this payer. Monday, June 29 – Florida Medicaid Share of Cost began experiencing processing issues which has resulted in approximately half of all inquiries failing … 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 →

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 →

The ability to search the details for a payment plan profile are not working.  If you click on the recurring payment gateway id it returns “error while displaying Payment Plan details page”. This has been offline since late evening of … Continue reading →

Release Date: June 25, 2015 at 10:00p.m. CT Change Overview: Clearinghouse Corrected a response issue for TRICARE Overseas where the response indicated invalid search criteria. OrderRite Improved the daily billing extract and ABN notes reporting. IntelliSource Improved procedure for global … 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 →

Tuesday, June 16 – The payer Fox Everett Eligibility changed, which has resulted in processing errors.  As necessary, we have marked this payer down until new code can be deployed.  There is no ETA at this time.

Monday, June 15 – An “old” connection for Paramount Health Eligibility was discontinued and a “new” connection was moved into production.  This has resulted in authentication issues.  As necessary, we have marked this payer down until new code can be … 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 →

Update – We have made the necessary adjustments to accomidate the recent changes.  This payer is back up in production and is processing as normal. Friday, June 5 – The payer, Ambetter Eligibility changed, which resulted in all inquiries returning … Continue reading →

Release Date: June 11, 2015 at 10:00p.m. CTChange Overview: During this week’s regular maintenance window, we will be evaluating specific process and product improvements.  This evaluation is being performed to address the needs of our clients and will not be … 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 →

 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.  

[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 →

Release Date: June 04, 2015 at 10:00p.m. CT Important: During this regularly scheduled maintenance window, we will be performing database failover maintenance. The following products will be unavailable between 10:00p.m. to 12:00a.m. CT. This includes: Ecareonline, Patient Payment Estimator (PPE), … Continue reading →

Issue Summary Transaction (eligibility, alerts, estimates) processes were intermittently slower than usual or timed out for all interfaces. Timeline First instances began at approximately 7:00 a.m. CT on Monday 6/1/2015 and ended at 11:00 a.m. CT on Monday 6/1/2015.  Second … 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 →

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 →

Release Date: May 28, 2015 at 10:00p.m. CT Change Overview: eCareNext Corrects updated statuses reported by OrderRite that were not being reflected in eCareNEXT. Now populates payer in Work Queue with authorization detail windows. Improved event type handling within the … Continue reading →

Issue Summary Transaction (eligibility, alerts, estimates) processes were intermittently slower than usual or timed out. Timeline The first instances began at approximately 12:45 p.m. CT on Tuesday 5/26/2015 and ended at 2:30 p.m. CT on Wednesday 5/27/2015. Scope 6% of … Continue reading →

[05 27 2015 @ 4:25 pm CT]  Resolved – At 12:15 p.m. CT, our production control team was able to identify and correct an internal processing issue that may have resulted in slower than normal response times.  Again, we will continue to … Continue reading →

Resolved:  As of 4:00p.m. CT, processing has returned to normal.   We continued to monitor this issue as to avoid any reoccurrence.  We apologize for any inconvenience. We are currently researching a sporadic issue that seems to be causing slower than … Continue reading →

[06/05/2015 8A] Our developers have resolved the issues with Bankers Life & Casualty and Colonial Penn and both are now available for transactions. We apologize for any inconvenience caused. Bankers Life & Casualty and Colonial Penn are both currently down in … Continue reading →

The Mississippi CHIP (UHC) connection is no longer available. These members can be verified using United Healthcare Community Plan.

[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 →

Release Date: May 22, 2015 at 10:00pm CT Change Overview: eCareNEXT – Work Queue global search. Previously, the search function looked at the search input value at the beginning, middle, and end. However, to improve the search results (and thus … 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 →

[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 →

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 →

[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 →

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 →

Enhancements: Role Setup – New checkbox to select/unselect all permissions User Setup List – Now shows last login date for users User Setup Entry – Now shows last login date, date user was created, and who created them Home Screen – Export … 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 →

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 →

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 →

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 →

[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 →

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!

Enhancements: Work Queue – Filter now allows ability to exclude claims on hold (under Alert State section) Work Queue – Can now filter by specific hold codes using hold code list Claim Maintenance – Ability to select and copy error … Continue reading →

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.

[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.

Enhancements: Export 837 – Option to export with line breaks after segments can now be set in saved exports Payer Setup – Replacement plan selection simplified to Medicare and Medicaid Reports – New Report: Hold Summary by Billing Area Forms … Continue reading →

[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 →

[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 →

Deductible and out of pocket remaining amounts for Cigna members may not be accurate in the Cigna eligibility response. Passport is working with Cigna to get this issue resolved as soon as possible. We apologize for any inconvenience this may … 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 →

Enhancements: System – Various infrastructure changes to improve speed Claim Maintenance – A note can now be added to a hold 837 Batch Export – New option to add line breaks after each segment Fixes: Imports – Mixed-case fields destined … 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 →

A major power outage occurred this morning in Nashville that affected our co-production site starting around 8:00am CT this morning.  Although this site was configured to withstand a power outage, a problem with their UPS system caused their location to … 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!

Enhancements: Work Queue Actions – Batch add/remove selected tags on selected claims Printing – Ability to print claim form and EOB to separate printers Printing – Increased signature size for 1500 FL31 Errors – Transmit 999 errors now show 999 … Continue reading →

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 →

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 →

[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.

Enhancements: Work Queue – Added POS column Work Queue Batch Printing – Now prints in current work queue sort order Claim Maintenance – Property and Casualty Number field added to Patient screen Claim Maintenance – Ability to flag procedure as … Continue reading →

  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.

{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.

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 →

Enhancements: Claim Maintenance – Ambulance edit screen now has populated drop-downs for Trip Type and Reason Claim Maintenance – New field available on claim hold: Assigned To Work Queue – 837 Export no longer filters out previously exported items if … 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.

[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 →

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.

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.