ProviderOne Discovery Log

Discovery log: Open

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.
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
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

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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