Please be advised that due to an issue with one of our trading partners, many claims that were submitted yesterday and today received an erroneous rejection message, as shown below.
“The Validator encountered an internal error”
To minimize the impact on providers, all affected claims have been identified by our clearinghouse and will be resubmitted. Please work with your client services support team to verify that all impacted claims have been resubmitted or if you have any questions.
Release Date:
Thursday, July 20, 2017 at 10:00p.m. CT
Change Overview:
Notice – Scheduled Processing Interruption, Thursday, July 20-21, 2017
During our scheduled maintenance there will be a two-hour downtime for all Patient Access and Financial Services products, Thursday, July 20, 2017, from 10:00p.m. to 11:59p.m. CT. This affects all clients who use OneSource, EDI, eCareNext (ECN), PaymentSafe, Patient Estimates (PE), Registration Quality (RQA), and Care Certainty. Due to the scale of this change, clients may also expect 60-minutes of processing slowness to occur between 12:00a.m. and 1:00:a.m. CT. (July 21).
Scheduled 30-Minute Processing Delays, Weekday Evenings of July 21, 2017
Some clients may experience a brief 30-minute delay Friday evening, July 21st between 10:00p.m. and 10:30p.m. CT. This is unlikely to result in any downtime, but may minimally delay transaction processing for some clients.
Important – Migration of VPN Tunnels to begin July 31, 2017 – August 18, 2017
Beginning July 31, 2017 through August 18, 2017 as part of our ongoing efforts to improve system performance and stability, Experian Health (f/k/a Nebo Systems/Passport Health Communications) will migrate our VPN tunnels from our data center in Chicago, Illinois, to our data center in Franklin, Tennessee. Read More
Please understand that this change represents only a very small and limited number of our clients being affected. However, in the event your data connection is disrupted please immediately contact our support team at customer.support@experianhealth.com.
Important – Data Center Upgrade Notification – Scheduled Interruptions
Scheduled Downtime July 21-22, 2017 for Nebo/Schaumburg (Oakbrook) Products
The final phase of Experian Health’s data center migration is scheduled to run from 8:00p.m. CT on Friday, July 21, until 8:00a.m. CT Saturday morning July 22. The following products and services will be unavailable during the migration:
As we complete our migration plan, if it becomes necessary, we will send out more detailed pre-notification announcements. This upgrade will result in an improvement in our ability to manage growth and more tightly integrate with other Experian Health products. We apologize for the service disruption and appreciate your patience. Read More.
Reminder – Experian Health Customer Support Portal
and TLS Requirements, July 22, 2017
Previously on July 6, 2017, Experian Health started to require all users to upgrade their Internet browsers to TLS 1.2 or higher when accessing our Customer Support Portal. TLS stands for “Transport Layer Security.” It is a protocol that provides privacy and data integrity between two communicating applications. This required mandate will be enabled on July 22, 2017. If you have accessed the Experian Health Support Portal in the past with a browser that does not use the latest version of TLS 1.2 or higher, you will be presented with a message indicating that your access will not be permitted. If this occurs, it will be necessary for you (or your IT Team) to upgrade. Use this link for further details on how to update security settings on different browsers. Read More
Retiring NEBO Alert NEBO8003 (Eligibility Response SLMB) – 07.20.2017
We are retiring NEBO8003 alert on 07/20/2017 in an effort to remove duplicates. This alert will be replaced by a new and improved alert NEBO0056. As the previous alert was limited to WI Medicaid, this new alert will be covering all payers globally. All the client configurations and properties from 8003 will automatically be transferred to 0056 to ensure a smoother transition. Read More
New Medicare Beneficiary Identifier, (MBI) – Announcement, April 2018
CMS recently announced changes to the Medicare Beneficiary Identifier (MBI). In order to provide you the most current information on the MBI change we will continue our product dashboard as we receive more information from CMS. Once this change if effective, scheduled for April 2018, we will also modify search criteria to support the new MBI. The transition period where both MBI’s and HICN numbers will both be available is now scheduled to be for a 21-month period. New Medicare cards offer greater protection to more than 57.7 million Americans. New cards will no longer contain Social Security numbers, to combat fraud and illegal use. Read More
Visit Experian Health’s Product Dashboard
Our product dashboard provides you with near real-time information about our products, important announcements, and upcoming release notes. We would also like to encourage you to invite other team members and colleagues within your organization to subscribe to dashboard. If you have any questions about the Experian Health Product Dashboard, please email our exceptional Customer Support team. customer.support@experianhealth.com.
Special Notes:
Weekly Deployment Schedule:
Experian Health’s weekly application deployment is between 8:00p.m. and 10:00p.m. CT every Thursday night. However, our deployment process typically results in no customer impact or downtime. If we suspect a change will impact customers, we will communicate forty-eight hours in advance. The hardware and systems maintenance follows the application deployment Thursday nights from 10:00p.m. to 12:00a.m. CT. During this window customers may experience intermittent processing issues.
Previous Deployment Detail:
Previous deployment notes can be viewed on our new
Experian Health Product Dashboard.
[07.19.2017 @ 9:50pm CT] Order Manager is back online as of 9:50pm CT.
[07.19.2017 @ 9:00pm CT] Our Technical team continues to work this evening on a resolution to the slow response times. We apologize for the inconvenience.
[07.19.2017 @ 7:00pm CT] Experian Health completed the scheduled downtime, but we continue to see slow response times in Order Manager. We will update this dashboard post until resolved.
[07.19.2017 @ 4:50pm CT] Experian Health has moved up the brief downtime to 5:30pm CT. The downtime should last approximately 20 minutes. Thanks for your patience!
[07.19.2017 @ 3:47pm CT] Earlier today, we received reports of slow response times in Order Manager.
This issue has now been identified. As necessary, we have scheduled a brief
downtime at 10:00p.m. ET. this evening to deploy a resolution. Until this time,
you may continue to experience slow response times. It is expected this will be
resolved shortly thereafter. We apologize for any inconvenience this may have
caused today and appreciate your patience.
NEBO8003 Alert Retiring
Alert Description: Eligibility Response indicates SLMBTitle
We are retiring NEBO8003 alert on 07/20 in an effort to remove duplicates. This alert will be replaced by a new and improved alert NEBO0056. This new alert is not just limited to WI Medicaid, and will be covering all payers globally as opposed to NEBO8003. All the client configurations and properties from 8003 will automatically be transferred to 0056 to ensure a smoother transition.
We will be rolling out some updates to the reports this Thursday, July 20, 2017. Below is a summary of the changes that will be applied to the reports. There will be no downtime.
Eligibility Dashboard
PaymentSafe Dashboard
Authorizations Dashboard
South Dakota Medicaid has identified an issue with their eligibility system that they are working to correct. Eligibility for South Dakota will be unavailable until this issue is resolved.
[07.18.2017 @ 12:00am CT] All Blue Cross Blue Shield Plans are back online as of 12:00am CT.
All Blue Cross Blue Shield Plans are currently experiencing intermittent response issues. They are working to resolve the issues, but have not provided us a completion time.
United Health Care Rejection Message
If you received the below rejection message for any UHC claims please resubmit those claims. We have seen this message in June but it is possible that there were some in late May.
RejectMessage errorData: . errorLevel: 1. errorMessage: ALERT: PATIENT HISTORY SHOWS CHRONIC CONDITIONS MAY BE MISSING FROM CLAIM: HCC ATHEROSCLEROSIS/ULCER; HCC VASCULAR ULCER. REVIEW MEDICAL RECORD AND RESUBMIT; CALL CHANGE HEALTHCARE 844.592.7009 OPTION 3 F. fieldIdentifier: . fieldName: . rejectReasonCode: U0304.
Click below to see the latest available payer lists (07.14.2017)
Per notification from the payer, Professional Safety Net Excellus Health Plan claims (837P), with receipt date after August 3rd, will be edited for the presence of a valid NDC code for HCPCS codes J0000-J9999.
This applies to the following payer codes:
Release Date:
Thursday, July 13, 2017 at 10:00p.m. CT
Change Overview:
Notice – Scheduled Processing Interruption, Thursday, July 20-21, 2017
During our scheduled maintenance there will be a two-hour downtime for all Patient Access and Financial Services products, Thursday, July 20, 2017, from 10:00p.m. to 11:59p.m. CT. This affects all clients who use OneSource, EDI, eCareNext (ECN), PaymentSafe, Patient Estimates (PE), Registration Quality (RQA), and Care Certainty. Following this brief interruption, clients should also expect 60-minutes of processing slowness to occur between 12:00a.m. and 1:00:a.m. CT. (July 21).
Scheduled 30-Minute Processing Delays,
Weekday Evenings of July 17-21, 2017
As necessary to maintain our database patching requirements, some clients may experience a brief 30-minute delay in transaction processing every evening this week between 10:00p.m. and 10:30p.m. CT. This is unlikely to result in any downtime, but may minimally delay transaction processing for some clients.
Important – Migration of VPN Tunnels to begin July 31, 2017 – August 18, 2017
Beginning July 31, 2017 through August 18, 2017 and part of our ongoing efforts to improve system performance and stability, Experian Health (f/k/a Nebo Systems/Passport Health Communications) will migrate our VPN tunnels from our data center in Chicago, Illinois, to our data center in Franklin, Tennessee. Any available updates will be posted on our product dashboard. Read More
Please understand that this change represents only a very small and limited number of our clients being affected. However, in the event your data connection is disrupted please immediately contact our support team at customer.support@experianhealth.com.
Important – Data Center Upgrade Notification – Scheduled Interruptions
The Data Center Migration Project represents an upgrade with increased capacity and a more robust production environment. This upgrade will result in an improvement in our ability to manage growth and more tightly integrate with other Experian Health products. We apologize for the service disruption and appreciate your patience. Read More.
Scheduled Downtime July 21-22, 2017 for Nebo/Schaumburg
(Oakbrook) Products
The final phase of Experian Health’s data center migration is scheduled to run from 8:00p.m. CT on Friday, July 21, until 8:00a.m. CT Saturday morning July 22. The following products and services will be unavailable during the migration:
- Registration QA (RQA), through eCareNEXT and AMP
- Patient Estimates (PE), through eCareNEXT and AMP
- Electronic Remit (ERA)
- PayNav
- my.ecare.com
(including eCare Online and eCare CMS/Nebo Systems)
As we complete our migration plan, if it becomes necessary, we will send out more detailed pre-notification announcements. We appreciate your patience.
Reminder – Experian Health Customer Support Portal and TLS
Requirements, July 22, 2017
Previously on July 6, 2017, Experian Health started to require all users to upgrade their Internet browsers to TLS 1.2 or higher when accessing our Customer Support Portal. TLS stands for “Transport Layer Security.” It is a protocol that provides privacy and data integrity between two communicating applications. This required mandate will be enabled on July 22, 2017. If you have accessed the Experian Health Support Portal in the past with a browser that does not use the latest version of TLS 1.2 or higher, you will be presented with a message indicating that your access will not be permitted. If this occurs, it will be necessary for you (or your IT Team) to upgrade. Use this link for further details on how to update security settings on different browsers. Read More
New Medicare Beneficiary Identifier, (MBI) – Announcement, April 2018
CMS recently announced changes to the Medicare Beneficiary Identifier (MBI). In order to provide you the most current information on the MBI change we will continue our product dashboard as we receive more information from CMS. Once this change if effective, scheduled for April 2018, we will also modify search criteria to support the new MBI. The transition period where both MBI’s and HICN numbers will both be available is now scheduled to be for a 21-month period. New Medicare cards offer greater protection to more than 57.7 million Americans. New cards will no longer contain Social Security numbers, to combat fraud and illegal use. Read More
Visit Experian Health’s Product Dashboard
Our product dashboard provides you with near real-time information about our products, important announcements, and upcoming release notes. We would also like to encourage you to invite other team members and colleagues within your organization to subscribe to dashboard. If you have any questions about the Experian Health Product Dashboard, please email our exceptional Customer Support team. customer.support@experianhealth.com.
Special Notes:
Weekly Deployment Schedule:
Experian Health’s weekly application deployment is between 8:00p.m. and 10:00p.m. CT every Thursday night. However, our deployment process typically results in no customer impact or downtime. If we suspect a change will impact customers, we will communicate forty-eight hours in advance. The hardware and systems maintenance follows the application deployment Thursday nights from 10:00p.m. to 12:00a.m. CT. During this window customers may experience intermittent processing issues.
Previous Deployment Detail:
Previous deployment notes can be viewed on our new
Experian Health Product Dashboard.
Important – Data Center Upgrade Notification – Scheduled Interruptions
The Data Center Migration Project represents an upgrade with increased capacity and a more robust production environment. This upgrade will result in an improvement in our ability to manage growth and more tightly integrate with other Experian Health products. We apologize for the service disruption and appreciate your patience. Updates will also be posted on our product dashboard.
Scheduled Downtime July 21-22, 2017 for Nebo/Schaumburg (Oakbrook) Products
The final phase of Experian Health’s data center migration is scheduled to run from 8:00p.m. CT on Friday, July 21, until 8:00a.m. CT Saturday morning July 22. The following products and services will be unavailable during the migration:
As we complete our migration plan, if it becomes necessary, we will send out more detailed pre-notification announcements. We appreciate your patience.
7.11.17 4:45 PM CT:
Experian Health Engineering team is aware of a issue that is occurring for some Claim Scrubber clients using EPIC.
Users are seeing a response error similar to the following for some encounters:
“208008001-Claim Scrubber Error:Epic1 – The claim scrubber interface may be down”
The issue is top priority fr the team, but we do not have a ETA for resolution at this time.
Additional updates will be posted here as they become available.
Important – Migration of VPN Tunnels to begin July 31 – August 18, 2017
Beginning July 31, 2017 through August 18, 2017 and part of our ongoing efforts to improve system performance and stability, Experian Health
(f/k/a Nebo Systems/Passport Health Communications) will migrate our VPN tunnels from our data center in Chicago, Illinois, to our data center in Franklin, Tennessee. Please understand that this change represents only a very small and limited number of our clients being affected. However, in the event your data connection is disrupted please immediately contact our support team at customer.support@experianhealth.com.
Any available updates will be posted here on our product dashboard.
Below is an announcement that CMS released today. In order to provide you the most current information on the MBI change we will continue to update this post as we receive more information from CMS. Once this change if effective, scheduled for April 2018, we will modify search criteria to support the new MBI. The transition period where both MBI’s and HICN numbers will both be available is now schedule to be for a 21 month period.
New Medicare cards offer greater protection to more than 57.7 million Americans
New cards will no longer contain Social Security numbers, to combat fraud and illegal use
The Centers for Medicare & Medicaid Services (CMS) is readying a fraud prevention initiative that removes Social Security numbers from Medicare cards to help combat identity theft, and safeguard taxpayer dollars. The new cards will use a unique, randomly-assigned number called a Medicare Beneficiary Identifier (MBI), to replace the Social Security-based Health Insurance Claim Number (HICN) currently used on the Medicare card. CMS will begin mailing new cards in April 2018 and will meet the congressional deadline for replacing all Medicare cards by April 2019. Today, CMS kicks-off a multi-faceted outreach campaign to help providers get ready for the new MBI.
“We’re taking this step to protect our seniors from fraudulent use of Social Security numbers which can lead to identity theft and illegal use of Medicare benefits,” said CMS Administrator Seema Verma. “We want to be sure that Medicare beneficiaries and healthcare providers know about these changes well in advance and have the information they need to make a seamless transition.”
Providers and beneficiaries will both be able to use secure look up tools that will support quick access to MBIs when they need them. There will also be a 21-month transition period where providers will be able to use either the MBI or the HICN further easing the transition
CMS testified on Tuesday, May 23rd before the U.S. House Committee on Ways & Means Subcommittee on Social Security and U.S. House Committee on Oversight & Government Reform Subcommittee on Information Technology, addressing CMS’s comprehensive plan for the removal of Social Security numbers and transition to MBIs.
Personal identity theft affects a large and growing number of seniors. People age 65 or older are increasingly the victims of this type of crime. Incidents among seniors increased to 2.6 million from 2.1 million between 2012 and 2014, according to the most current statistics from the Department of Justice. Identity theft can take not only an emotional toll on those who experience it, but also a financial one: two-thirds of all identity theft victims reported a direct financial loss. It can also disrupt lives, damage credit ratings and result in inaccuracies in medical records and costly false claims.
Work on this important initiative began many years ago, and was accelerated following passage of the Medicare Access and CHIP Reauthorization Act of 2015 (MACRA). CMS will assign all Medicare beneficiaries a new, unique MBI number which will contain a combination of numbers and uppercase letters. Beneficiaries will be instructed to safely and securely destroy their current Medicare cards and keep the new MBI confidential. Issuance of the new MBI will not change the benefits a Medicare beneficiary receives.
CMS is committed to a successful transition to the MBI for people with Medicare and for the health care provider community. CMS has a website dedicated to the Social Security Removal Initiative (SSNRI) where providers can find the latest information and sign-up for newsletters. CMS is also planning regular calls as a way to share updates and answer provider questions before and after new cards are mailed beginning in April 2018.
We have been notified by Il Medicaid that the current proprietary claims status process will be sunset at the end of July. We are working with Il Medicaid to make the appropriate changes to be able to support the new claims status transaction, 276/277. We will update you once we have completed a comparison of the two transactions as well as have a specific date for the transition.
Eligibility (MPV/Search America)
FastPass
Collections Optimizer
Contract Analysis for Hospitals and Health Systems
Address and Identity Verification