ProviderOne Discovery Log

Discovery log: Open

00435: ProviderOne Claims Submission Deadline Changes: Christmas and New Years
Discovery log number
00435
Discovery description

Due to the observance of Christmas and New Year's holidays, ProviderOne claims submission deadlines have been moved up to ensure that providers are able to receive payment and Remittance Advices (RA’s and HIPAA 835 files) on Friday of each impacted week.

The following table details the updated claims submission deadlines for both ProviderOne and the Pharmacy POS systems.

Type

Change

Payment

No Change: Friday, December 27, 2024

Remittance Advice (RAs)/835

No Change: Friday, December 27, 2024

Claims submission deadline - ProviderOne

Changed to 5 p.m. Monday, December 23, 2024

Claims submission deadline – Pharmacy POS

Changed to 5 p.m. Sunday, December 22, 2024

 Week of December 30, 2024

Type

Change

Payment

No Change: Friday, January 3, 2025

Remittance Advice (RAs)/835

No Change: Friday, January 3, 2025

Claims submission deadline - ProviderOne

Changed to 5 p.m. Monday, December 30, 2024

Claims submission deadline – Pharmacy POS

Changed to 5 p.m. Sunday, December 29, 2024

Date reported
ETA
Provider impact
All Providers
Workaround
Please report any issues to: mmishelp@hca.wa.gov.
00433: ProviderOne claims submission deadline changes: Christmas and New Year's
Discovery log number
00433
Discovery description

Due to the observance of Christmas and New Year's holidays, ProviderOne claims submission deadlines have been moved up to ensure that providers are able to receive payment and Remittance Advices (RA’s and HIPAA 835 files) on Friday of each impacted week.

The following table details the updated claims submission deadlines for both ProviderOne and the Pharmacy POS systems.

Week of December 23, 2024

Type Change

Payment

No Change: Friday, December 27, 2024

Remittance Advice (RAs)/835

No Change: Friday, December 27, 2024

Claims submission deadline - ProviderOne

Changed to 5 p.m. Monday, December 23, 2024

Claims submission deadline – Pharmacy POS

Changed to 5 p.m. Sunday, December 22, 2024

 Week of December 30, 2024

Type Change

Payment

No Change: Friday, January 3, 2025

Remittance Advice (RAs)/835

No Change: Friday, January 3, 2025

Claims submission deadline - ProviderOne

Changed to 5 p.m. Monday, December 30, 2024

Claims submission deadline – Pharmacy POS

Changed to 5 p.m. Sunday, December 29, 2024

Date reported
ETA
Provider impact
All Providers
Workaround
Please report any issues to: mmishelp@hca.wa.gov.
00429: Benefit Inquiry eligibility checks-When selecting the ‘Submit another Inquiry’ button or the ‘Exit’ button, the previously entered data is retained instead of being cleared.
Discovery log number
00429
Discovery description

Previously entered filter criteria data is retained when the user clicks on the Submit Another Inquiry or Exit button. This is affecting state staff and providers. in pgProvMedicaid page in provider portal.

Date reported
ETA
Provider impact
All Providers
Workaround
The work around is to have the user remove the previous search criteria before submitting the next Benefit Inquiry eligibility check.
00349: 3M Inpatient Grouper Issue
Discovery log number
00349
Discovery description

Due to a system issue involving the inpatient grouping software that is still being tracked, some inpatient claims received by HCA may either improperly fail to group to a DRG, causing a denial, or in a smaller number of cases, group to an incorrect DRG, which may cause some denials or pricing changes. The issue will be resolved as quickly as possible.

In most cases involving this issue, providers will see inpatient claims deny for failure to group to a DRG. In a minority of cases, there may be some claims which group to an incorrect DRG.

Date reported
ETA
Provider impact
Phase 1
Workaround
Follow established processes for checking into claims denials through customer service phone or email. Alternatively, the user may attempt to adjust claims themselves as most claims group correctly on the second attempt.
00270: PDF issues with some browsers
Discovery log number
00270
Discovery description

This issue is not specific to ProviderOne. Please refer to the Adobe website for assistance. ProviderOne related issue: When creating barcode coversheets using come internet browsers, the barcode is not generating/displaying.

Date reported
ETA
Provider impact
All Providers
Workaround
Using your preferred internet browser, enter the TCN or prior authorization number on the appropriate barcode coversheet and submit. HCA is aware that the barcode will not be on your barcode coversheet and will process your backup accordingly.
Date closed

Discovery log: Closed

00434: ProviderOne outage planned for Saturday, December 21, 2024, through Sunday, December 22, 2024
Discovery log number
00434
Discovery description

The ProviderOne system will be unavailable from 5 a.m. Saturday, December 21 until 9 a.m. Sunday, December 22 (28 hours) due to scheduled maintenance.

This outage does not affect the Pharmacy POS

Pharmacies will still be able to submit claims for processing and faxes can be sent during the outage. Faxes will be processed after the outage is complete.

Please report any issues to:  mmishelp@hca.wa.gov.

Thank you.

Date reported
ETA
Provider impact
All Providers
Workaround
Please report any issues to:  mmishelp@hca.wa.gov.
00432: Reminder: Thanksgiving Holiday will impact ProviderOne claims submission deadline and payment date
Discovery log number
00432
Discovery description

In observance of Thanksgiving, state offices will be closed Thursday, November 28, 2024 and Friday, November 29, 2024. As a result, provider payments for the week of November 25, 2024 will be made on Wednesday, November 27, 2024, including the delivery of Remittance Advices (RAs) and HIPAA 835 remittance files.

Claim submission deadlines have been moved up to ensure that providers are able to receive payment and RA documents on November 27, 2024.

The deadline for submission of claims to ProviderOne for payment during the week of Thanksgiving will be Sunday, November 24, 2024 by 5 p.m.

The deadline for submission of pharmacy claims to the Point of Sale (POS) during the week of Thanksgiving will be Saturday, November 23, 2024 by 5 p.m.

Please report any issues to: mmishelp@hca.wa.gov.

Thank you.

Date reported
ETA
Provider impact
All Providers
Workaround
Please report any issues to: mmishelp@hca.wa.gov.
Date closed
00431: Thanksgiving Holiday will impact ProviderOne claims submission deadline and payment
Discovery log number
00431
Discovery description

To all ProviderOne users

Thanksgiving Holiday will impact ProviderOne claims submission deadline and payment date

In observance of Thanksgiving, state offices will be closed Thursday, November 28, 2024 and Friday, November 29, 2024. As a result, provider payments for the week of November 25, 2024 will be made on Wednesday, November 27, 2024, including the delivery of Remittance Advices (RAs) and HIPAA 835 remittance files.

Claim submission deadlines have been moved up to ensure that providers are able to receive payment and RA documents on November 27, 2024.

The deadline for submission of claims to ProviderOne for payment during the week of Thanksgiving will be Sunday, November 24, 2024, by 5 p.m.

The deadline for submission of pharmacy claims to the Point of Sale (POS) during the week of Thanksgiving will be Saturday, November 23, 2024, by 5 p.m.

Please report any issues to: mmishelp@hca.wa.gov.

Thank you.

Date reported
ETA
Provider impact
All Providers
Workaround
Please report any issues to: mmishelp@hca.wa.gov.
Date closed
00430: Attention Social Service Providers: Payment delay October 10, 2024
Discovery log number
00430
Discovery description

This week's (October 10, 2024) ProviderOne payment is delayed for some Social Services Providers. The Health Care Authority (HCA) has informed the Department of Social & Health Services (DSHS) that there is a delay for this week's ProviderOne payment cycle, affecting some Social Services Providers. There are approximately 465 total providers who submitted claims by 10/8/2024 who are affected.
The expectation is that electronic funds transfer (EFT) payments and paper checks will be sent on Monday, 10/14/2024. The payments sent out on 10/14/2024 will be on the Remittance Advice (RA) dated 10/18/2024. If you have questions about this or do not receive payment when expected, please contact HCA's Medical Assistance Customer Service Center (MACSC) via phone at 800-562-3022 (choose "provider services") or via webform. We apologize for any inconvenience.

Date reported
ETA
Provider impact
All Providers
Workaround
Please report any issues to: mmishelp@hca.wa.gov
Date closed
00428: ProviderOne has identified a small set of providers affected by a remittance advice issue that occurred on September 5-6, 2024.
Discovery log number
00428
Discovery description

ProviderOne has identified a small set of providers affected by a remittance advice issue that occurred on September 5-6, 2024. A Mass Adjustment of the impacted claims will be completed to ensure all financial aspects used in reconciling accounts are connected back to the original Transaction Control Numbers (TCNs) on the unbalanced remittance advice. A message will be placed on the identified providers' remittance advices to inform them that the Mass Adjustment is complete. If you do NOT see a message on your Remittance Advice, you are not one of the providers impacted by this issue. For those providers impacted by this issue, if you have additional questions, please submit a ProviderOne help request to mmishelp@hca.wa.gov.

Date reported
ETA
Provider impact
All Providers
Workaround
Please report any issues to: mmishelp@hca.wa.gov.
00427: To all ProviderOne users ProviderOne Maintenance planned for Saturday, September 28, 2024
Discovery log number
00427
Discovery description

The ProviderOne system will be undergoing maintenance from 4 p.m. to 7 p.m. Saturday, September 28, 2024 (3 hours).  Although we do not expect the maintenance activity to result in a full outage, there is the potential for an intermittent outage or degraded performance during the maintenance period.

This outage does not affect the Pharmacy POS

Pharmacies will still be able to submit claims for processing and faxes can be sent during the outage. Faxes will be processed after the outage is complete.

Date reported
ETA
Provider impact
All Providers
Workaround
Please report any issues to: mmishelp@hca.wa.gov.
00426: The ProviderOne system will be unavailable from 5 a.m. Saturday, September 21 until 9 a.m. Sunday, September 22 (28 hours) due to scheduled maintenance
Discovery log number
00426
Discovery description

The ProviderOne system will be unavailable from 5 a.m. Saturday, September 21 until 9 a.m. Sunday, September 22 (28 hours) due to scheduled maintenance.

This outage does not affect the Pharmacy POS

Pharmacies will still be able to submit claims for processing and faxes can be sent during the outage. Faxes will be processed after the outage is complete.

Date reported
ETA
Provider impact
All Providers
Workaround
Please report any issues to: mmishelp@hca.wa.gov.
00425: To all ProviderOne users ProviderOne Maintenance planned for Sunday, September 15, 2024
Discovery log number
00425
Discovery description

The ProviderOne system will be undergoing maintenance from 6 a.m. to 10 a.m. Sunday, September 15, 2024 (4 hours).  Although we do not expect the maintenance activity to result in a full outage, there is the potential for intermittent outages or degraded performance during the maintenance period.

This outage does not affect the Pharmacy POS

Pharmacies will still be able to submit claims for processing and faxes can be sent during the outage. Faxes will be processed after the outage is complete.

Date reported
ETA
Provider impact
All Providers
Workaround
Please report any issues to: mmishelp@hca.wa.gov.
00424: To all ProviderOne users ProviderOne Maintenance planned for Saturday, August 24, 2024
Discovery log number
00424
Discovery description

The ProviderOne system will be undergoing maintenance from 3 p.m. to 8 p.m. Saturday, August 24, 2024 (5 hours).  Although we do not expect the maintenance activity to result in a full outage, there is the potential for an intermittent outage or degraded performance during the maintenance period.

This maintenance does not affect the Pharmacy POS

Pharmacies will still be able to submit claims for processing and faxes can be sent during the outage. Faxes will be processed after the outage is complete.

Date reported
ETA
Provider impact
All Providers
Workaround
Please report any issues to: mmishelp@hca.wa.gov.
Date closed
00423: The system is throwing SQL exception error when submitting single digit date format for some claims DDE fields
Discovery log number
00423
Discovery description

When submitting claims via DDE, the system will throw an undescriptive SQL exception (error) when trying to submit single digit dates for some fields.  Instead, the System should display a screen error reflecting an appropriate message, so that the claim can be corrected.

Dental claims: "Applicance Placement Date"

Institutional Claims: Statement To/From Date, Medicare Adjudication Date, Occurrence Code Date, Occurrence span code date, procedure date, Medicare paid date.

Professional: Medicare Adjudication date, Medicare paid date

Date reported
ETA
Provider impact
All Providers
Workaround
Make sure dates being submitted are in the format MM/DD/YYYY.
00419: ProviderOne Remittance Advice Issue July 6, 2024
Discovery log number
00419
Discovery description

Update for remittance advice issue that occurred on July 5-6, 2024

As stated in previous communications, this was a remittance issue, not a payment issue.

  • The mass adjustment claims were not on the 08/02 Remittance Advice but are expected to make this week’s payment cycle completing on Friday 08/09.
  • The impacted claims have been patched and the correct payment amounts are now showing in ProviderOne.
  • A Mass Adjustment of these provider's impacted claims has been completed to ensure all financial aspects used in reconciling accounts are connected back to the original Transaction Control Numbers (TCNs) on the unbalanced remittance advice.
  • A special message was added to impacted provider’s RAs last week and will be added to this week's RAs as well.

Link to Discovery log - ProviderOne Discovery Log | Washington State Health Care Authority

Date reported
ETA
Provider impact
All Providers
Workaround
Please submit additional questions to MMISHelp@hca.wa.gov
00418: ProviderOne outage planned for Saturday, July 13, 2024, through Sunday, July 14, 2024
Discovery log number
00418
Discovery description

The ProviderOne system will be unavailable from 3 a.m. Saturday, July 13 until 2 p.m. Sunday, July 14 (35 hours) due to scheduled maintenance. 

This outage does not affect the Pharmacy POS

Pharmacies will still be able to submit claims for processing and faxes can be sent during the outage. Faxes will be processed after the outage is complete.

Date reported
ETA
Provider impact
All Providers
Workaround
Please report any issues to: mmishelp@hca.wa.gov.
00417: Error “No of records returned is more than 1” when accessing claims for affected providers
Discovery log number
00417
Discovery description

Error is returned when attempting to view or adjust claims when the billing provider has multiple enrollment record types.

Impact to clients, provider and staff as no one can access claims for the following impacted providers (ProviderOne ID):
1043367
1043387
1044667
1044687
1045370
1045521
1045938
1079965
2123915
2127961
2161592
2190188
2227125
2238557
2245886
2273407
2273843
2275959
2278260
2281928
2285209
 

Date reported
ETA
Provider impact
All Providers
Workaround
No workaround available.
00414: Update: ProviderOne Maintenance planned for Saturday, June 23, 2024
Discovery log number
00414
Discovery description

This maintenance activity replaces the activity previously scheduled for Saturday, June 15, 2024.

 

The ProviderOne system will be undergoing maintenance from 10 a.m. to 3 p.m. Saturday, June 15, 2024 (5 hours).  Although we do not expect the maintenance activity to result in a full outage, there is the potential for an outage or degraded performance during the maintenance period.

This outage does not affect the Pharmacy POS
Pharmacies will still be able to submit claims for processing and faxes can be sent during the outage. Faxes will be processed after the outage is complete.
 

Date reported
ETA
Provider impact
All Providers
Workaround
Please report any issues to: mmishelp@hca.wa.gov.
Date closed
00415: Missing Charge Mode Data
Discovery log number
00415
Discovery description

If provider receives the denial “147 – Provider contractual/negotiated rate expired or not on file” posted on a line of an Outpatient claim that has been denied for other reasons.

Date reported
ETA
Provider impact
All Providers
Workaround
This denial should be ignored unless it is the only denial received for that line.
00416: Reminder: ProviderOne Payment Schedule Changes: June and July of 2024
Discovery log number
00416
Discovery description

Due to several State activities and the observance of two holidays, there will be four ProviderOne Payment Schedule changes occurring during the months of June and July of 2024.  The following table indicates the timing of changes and the impact to; Provider Payments, Remittance Advice (RAs)/835 availability and claim submission deadlines for both ProviderOne and the Pharmacy POS systems. 

ProviderOne Payment Schedule Changes – June (3) and July (1)

Week of June 3, 2024

Payment Schedule change in preparation for cutting over to the new HCA Pharmacy Point of Sale System

Payment

Changed to Thursday, June 6, 2024

Remittance Advice (RAs)/835

Changed to Thursday, June 6, 2024

Claims submission deadline - ProviderOne

Changed to 5 p.m. Monday, June 3, 2024

Claims submission deadline – Pharmacy POS

Changed to 5 p.m. Sunday, June 2, 2024

Week of June 17, 2024

Payment Schedule change due to the observance of Juneteenth Holiday

Payment

No Change: Friday, June 21, 2024

Remittance Advice (RAs)/835

No Change: Friday, June 21, 2024

Claims submission deadline - ProviderOne

Changed to 5 p.m. Monday, June 17, 2024

Claims submission deadline – Pharmacy POS

Changed to 5 p.m. Sunday, June 16, 2024

Week of June 24, 2024

Payment Schedule change due to the timing of State Fiscal Year End activities

Payment

Changed to Thursday, June 27, 2024

Remittance Advice (RAs)/835

Changed to Thursday, June 27, 2024

Claims submission deadline - ProviderOne

Changed to 5 p.m. Monday, June 24, 2024

Claims submission deadline – Pharmacy POS

Changed to 5 p.m. Sunday, June 23, 2024

Week of July 1, 2024

Payment Schedule change due to the observance of Independence Day Holiday

Payment

No Change: Friday, July 5, 2024

Remittance Advice (RAs)/835

Changed to Saturday, July 6, 2024

Claims submission deadline - ProviderOne

No Change:  5 p.m. Tuesday, July 2, 2024

Claims submission deadline – Pharmacy POS

No Change:  5 p.m. Monday, July 1, 2024

Date reported
ETA
Provider impact
All Providers
Workaround
Please report any issues to: mmishelp@hca.wa.gov.
00413: Update: ProviderOne outage planned for Saturday, June 8, 2024
Discovery log number
00413
Discovery description

The ProviderOne system will be unavailable from 3:30 p.m. to 9:30 p.m. Saturday, June 8, 2024 (6 hours) in support of the cutover to the new Pharmacy Point of Sale system. 

 

Date reported
ETA
Provider impact
All Providers
Workaround
Please report any issues to:  mmishelp@hca.wa.gov.
00412: Users security secret questions and answers – special characters in the answer.
Discovery log number
00412
Discovery description

When updating security secret questions and answers, if a special character is used in an answer the user will receive message “Error while authenticating User. Please contact Administrator”.

Date reported
ETA
Provider impact
All Providers
Workaround
Don’t use special characters in answers to security secret questions. The ProviderOne vendor is correcting to not allow special characters in the answers and not allow spaces at beginning or end of the answers.
00411: ProviderOne Payment Schedule Changes: June and July of 2024
Discovery log number
00411
Discovery description

Due to several State activities and the observance of two holidays, there will be four ProviderOne Payment Schedule changes occurring during the months of June and July of 2024.  The attached document is a table that indicates the timing of changes and the impact to; Provider Payments, Remittance Advice (RAs)/835 availability and claim submission deadlines for both ProviderOne and the Pharmacy POS systems.  

Please report any issues to mmishelp@hca.wa.gov

Thank you.

 

ProviderOne Payment Schedule Changes – June (3) and July (1)

Week of June 3, 2024

Payment Schedule change in preparation for cutting over to the new HCA Pharmacy Point of Sale System

Payment

Changed to Thursday, June 6, 2024

Remittance Advice (RAs)/835

Changed to Thursday, June 6, 2024

Claims submission deadline - ProviderOne

Changed to 5 p.m. Monday, June 3, 2024

Claims submission deadline – Pharmacy POS

Changed to 5 p.m. Sunday, June 2, 2024

Week of June 17, 2024

Payment Schedule change due to the observance of Juneteenth Holiday

Payment

No Change: Friday, June 21, 2024

Remittance Advice (RAs)/835

No Change: Friday, June 21, 2024

Claims submission deadline - ProviderOne

Changed to 5 p.m. Monday, June 17, 2024

Claims submission deadline – Pharmacy POS

Changed to 5 p.m. Sunday, June 16, 2024

Week of June 24, 2024

Payment Schedule change due to the timing of State Fiscal Year End activities

Payment

Changed to Thursday, June 27, 2024

Remittance Advice (RAs)/835

Changed to Thursday, June 27, 2024

Claims submission deadline - ProviderOne

Changed to 5 p.m. Monday, June 24, 2024

Claims submission deadline – Pharmacy POS

Changed to 5 p.m. Sunday, June 23, 2024

Week of July 1, 2024

Payment Schedule change due to the observance of Independence Day Holiday

Payment

No Change: Friday, July 5, 2024

Remittance Advice (RAs)/835

Changed to Saturday, July 6, 2024

Claims submission deadline - ProviderOne

No Change:  5 p.m. Tuesday, July 2, 2024

Claims submission deadline – Pharmacy POS

No Change:  5 p.m. Monday, July 1, 2024

Date reported
ETA
Provider impact
All Providers
Date closed
00410 Providers accessing ProviderOne from OneHealthPort (OHP) and receives message "Please contact System Administrator 1-800-973-4797. The user association failed.".
Discovery log number
00410
Discovery description

Provider users that access ProviderOne from OHP, but changed their ProviderOne password will receive message “"Please contact System Administrator 1-800-973-4797. The user association failed." when attempting to access ProviderOne from OHP. 

Date reported
ETA
Provider impact
All Providers
Workaround
When accessing ProviderOne from OHP, do not change your ProviderOne password. If the provider user has changed their ProviderOne password and receiving the message, submit a ticket to ProviderOne Security (provideronesecurity@hca.wa.gov) supplying the ProviderOne domain ID, OHP subscriber ID and the message received when attempting to access ProviderOne from OHP.
When accessing ProviderOne from OHP, the user is on the OHP website and using your OHP subscriber ID and its password. OHP verifies the OHP subscriber ID and password entered are accurate > the user is then directed to OHP multi-factor authentication (MFA) > after user has authenticated with OHP MFA, they are now passed to ProviderOne and able to select the ProviderOne domain ID. The user does not need to update their ProviderOne password as the authentication happens at OHP.
There is a ProviderOne enhancement being worked that will no longer allow a user that accesses ProviderOne from OHP to change their ProviderOne password.
00409: ProviderOne Maintenance planned for Saturday, May 11, 2024
Discovery log number
00409
Discovery description

The ProviderOne system will be undergoing maintenance from 1 p.m. to 5 p.m. Saturday, May 11, 2024 (4 hours).  Although we do not expect the maintenance activity to result in a full outage, there is the potential for an outage or degraded performance during the maintenance period.

This outage does not affect the Pharmacy POS

Pharmacies will still be able to submit claims for processing and faxes can be sent during the outage. Faxes will be processed after the outage is complete.

Date reported
ETA
Provider impact
All Providers
Workaround
Please report any issues to: mmishelp@hca.wa.gov.
00408: Accessing ProviderOne from OneHealthPort (OHP) displaying incorrect message "No User Profiles assigned to the User. Please contact HCA ProviderOne Security”.
Discovery log number
00408
Discovery description

When OHP subscriber is accessing ProviderOne from OHP, OHP sends to ProviderOne the OHP role the OHP subscriber has associated.  When the ProviderOne security domain does not have ProviderOne profiles associated for ProviderOne profiles to OHP role, the incorrect message is displayed "No User Profiles assigned to the User. Please contact HCA ProviderOne Security”. 

The correct message is "Error: Please contact System Administrator. There are no ProviderOne profiles associated with your roles".

Date reported
ETA
Provider impact
All Providers
Workaround
The OHP administrator for the provider refers to the ProviderOne Security Profiles and Descriptions/OneHealthPort Roles document (https://www.hca.wa.gov/assets/billers-and-providers/providerone_associated_profile_definitions.pdf) for the appropriate OHP role the OHP subscriber should have associated to their OHP subscriber account. If the OHP administrator needs assistance on the process to update OHP role on OHP subscriber account, please contact OHP at 1.800.973.4797
00407: UP1 Provider Portal batch templates name not allowing special characters
Discovery log number
00407
Discovery description

When creating claim batch templates in UP1 Provider, the Template Name field is not allowing the use of special characters, like commas. 

Date reported
ETA
Provider impact
All Providers
Workaround
Template names will need to be created without special characters until the issue is fixed.
00403: User accessing from OHP getting error message "No User Profiles assigned to the User. Please contact HCA ProviderOne Security"
Discovery log number
00403
Discovery description

When an OHP subscriber has LOTS of Tax IDs associated to the OHP subscriber account and accessing ProviderOne from OHP, they are receiving ProviderOne message "No User Profiles assigned to the User. Please contact HCA ProviderOne Security".

The fix is being fast tracked for production promotion evening of 04/19/2024.

 

Date reported
ETA
Provider impact
All Providers
Workaround
N/A
Date closed
00404: Changing profile from blue menu bar
Discovery log number
00404
Discovery description

When changing profile using ability in blue menu bar is receiving message "BOSOL query name is not found"

Date reported
ETA
Provider impact
All Providers
Workaround
Click "My Inbox" tab (upper left) > click "Change Profile" > this will open a screen to select a profile to use > click the down arrow to display the list of profiles you have associated to your user account > click needed profile > click Go
Date closed
00406: DDE Claim Inquiry Search returns no results when searching lower case alpha characters
Discovery log number
00406
Discovery description

Providers logging in to DDE and using the Claim Inquiry search function are not getting results when they use lower case letters in the client ID field. This pertains to both Medical Claim Inquiry and SS Claim Inquiry screens.

Claim inquiry may not return results.

Date reported
ETA
Provider impact
All Providers
Workaround
Use upper case Alpha characters when searching for claims in DDE.
00405: Print icon in blue bar - the print font changed in the output
Discovery log number
00405
Discovery description

In upgraded ProviderOne when selecting the Print icon in the blue bar, the font in the print output changed.

Date reported
ETA
Provider impact
All Providers
Workaround
The print received with the font as it is generated until the fix is promoted.
Social Service Provider Payment Delay
Discovery log number
00403
Discovery description

Due to a large increase in Social Service claims, HCA was not able to make the Wednesday cut off time with one Social Service claim file with OFM.  Fortunately, OFM will process these claims by tonight.  As a result, the Social Service providers impacted will experience the following:

•          Social Service providers will not receive payment for these claims by Friday 4/5/2024.

•          These claims will not be available on the Friday 4/5/2024 Remittance Advice.

•          Social Service providers will receive payment for these claims by Monday 4/8/2024.

•          These claims will be available on the Friday 4/12/2024 Remittance Advice.

The reason for this issue is that DSHS implemented a rate change that resulted in approximately 30 times more than average claims volume. 

Date reported
ETA
Provider impact
Phase 2
00402: Unable to update Service Facility Information for claim adjustments or resubmissions
Discovery log number
00402
Discovery description

After a system update to the ProviderOne portal, the ability to update the NPI in the Service Facility field in the Other Claim Info tab was made inaccessible.

Date reported
ETA
Provider impact
All Providers
Workaround
When you have your claim up for adjustment or resubmission and you're on the Basic Claim Form page, go to the Other Claim Info tab. The fields will still be grayed out/un-editable. From here, click on the Basic Claim Info tab. Then, click on the Other Claim Info tab. The fields are now editable.
You'll notice that the NPI is missing and the address is populated.
We have coding in place that will only allow either an NPI by itself, or a client ID and address, you cannot have the address and NPI together.
If you are wanting to update the NPI, you'll need to delete the address information from the fields and then the NPI field will allow you to enter the NPI that you are needing to correct.
If you are wanting to update the client information, you will be able to update the client ID and address.
Date closed
00401: Missing Charge Mode Data
Discovery log number
00401
Discovery description

If provider receives the denial “147 – Provider contractual/negotiated rate expired or not on file” posted on a line of an Outpatient claim that has been denied for other reasons.

Date reported
ETA
Provider impact
All Providers
Workaround
This denial should be ignored unless it is the only denial received for that line.
Date closed
00400: ProviderOne outage planned for Saturday, February 17, 2024, through Sunday, February 18, 2024
Discovery log number
00400
Discovery description

The ProviderOne system will be unavailable from 3 a.m. Saturday, February 17 until 10 a.m. Sunday, February 18 (31 hours) due to scheduled maintenance.

This outage does not affect the Pharmacy POS

Pharmacies will still be able to submit claims for processing and faxes can be sent during the outage. Faxes will be processed after the outage is complete.

Date reported
ETA
Provider impact
All Providers
Workaround
Please report any issues to: mmishelp@hca.wa.gov.
Date closed
00399: Update: ProviderOne outage planned for Saturday, December 9, 2023
Discovery log number
00399
Discovery description

The ProviderOne system will be unavailable from 4 a.m. to 11 a.m. Saturday, December 9, 2023 (7 hours) due to scheduled maintenance.  This outage duration replaces the previously schedule outage for the evening of Friday, December 8, 2023.  The ProviderOne system will remain fully operational on Friday December 8, 2023.

This outage does not affect the Pharmacy POS

Pharmacies will still be able to submit claims for processing and faxes can be sent during the outage. Faxes will be processed after the outage is complete.

Date reported
ETA
Provider impact
All Providers
Workaround
Please let me know if you have any questions.
Date closed
00398: ProviderOne outage planned for Saturday, November 18, 2023, through Sunday, November 19, 2023
Discovery log number
00398
Discovery description

The ProviderOne system will be unavailable from 3 a.m. Saturday, November 18 until 10 a.m. Sunday, November 19 (31 hours) due to scheduled maintenance.

This outage does not affect the Pharmacy POS

Pharmacies will still be able to submit claims for processing and faxes can be sent during the outage. Faxes will be processed after the outage is complete.

Date reported
ETA
Provider impact
All Providers
Workaround
Please report any issues to: mmishelp@hca.wa.gov.
Date closed
00397: Thanksgiving Holiday will impact ProviderOne claims submission deadline and payment date
Discovery log number
00397
Discovery description

In observance of Thanksgiving, state offices will be closed Thursday, November 23, 2023 and Friday, November 24, 2023. As a result, provider payments for the week of November 20, 2023 will be made on Wednesday, November 22, 2023, including the delivery of Remittance Advices (RAs) and HIPAA 835 remittance files.

Claim submission deadlines have been moved up to ensure that providers are able to receive payment and RA documents on November 22, 2023.

The deadline for submission of claims to ProviderOne for payment during the week of Thanksgiving will be Sunday, November 19, 2023 by 5 p.m..

The deadline for submission of pharmacy claims to the Point of Sale (POS) during the week of Thanksgiving will be Saturday, November 18, 2023 by 5 p.m..

Date reported
ETA
Provider impact
All Providers
Workaround
Please report any issues to: mmishelp@hca.wa.gov.
Date closed
00395: Pharmacies have been being sent on the Prescriber file to POS
Discovery log number
00395
Discovery description

When a Pharmacy signs up in ProviderOne and has other taxonomies than the Pharmacy taxonomy of 3336 they are being sent to POS as a prescriber.  Pharmacies should not be using the Pharmacy domain as a Prescriber.  The Pharmacist should also be signed up in ProviderOne as a Prescriber.

 

Pharmacy domains will no longer be able to be used as a Prescriber in POS.

Date reported
ETA
Provider impact
Phase 1
Date closed

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