Health Product Dashboard

Last updated on April 19th, 2018 at 10:05 am CT

[04.18.2018 04:30p.m. CT]
We continue to have connectivity issues with WPS and WPS is still working to identify the root cause.
We’ve suspended file transmissions to/from WPS until they tell us the issue is resolved.  (When we’ve
tried to connect to them today, we weren’t even able to get connected.  If we can’t connect, we can’t
exchange files.)

Please do NOT resubmit claims at this time.  We’ve provided WPS with a list of all the claims that
show as ‘delayed’ so that they can tell us if they have them in their system or not.

We have another call scheduled tomorrow morning with WPS and will address the issue of timely filing.
The dashboard will be updated tomorrow with any new information received.

[04.17.2018 03:10p.m. CT]
In a recent update from WPS, they have not yet determined the root cause of the connectivity issues which are occurring. They have their system vendor and internal I.T. staff addressing the issue as their highest priority.

[04.17.2018 11:20a.m. CT]
We continue to have connectivity issues with WPS, which is resulting in delayed responses, delivery of ERA files, and claim transmissions.  We are working closely with the payer in an effort to get them to resolve the issue and will post additional updates as more information becomes available.

WPS has acknowledged having gateway issues which are impacting multiple submitters, and have indicated that they are working on a resolution.  We will continue to post updates as they are provided to us by WPS.

[04.10.2018]
This post has been updated to also include Claim Responses.   The ongoing connectivity issues with WPS have also resulted in delayed responses for claims sent to WPS from March 21st – present.  We continue to work with WPS on this issue.   Additional updates will be made to this post as more information becomes available.

[03.29.2018]
We’re experiencing intermittent connectivity issues with WPS which is impacting delivery of ERA files for the following payers.  We’re working with WPS to resolve the issue and will post additional information as it becomes available.

• Tricare:  Tricare East, Tricare for Life, and Tricare Overseas
• TriWest VAPC3:  Regions 3, 5A, 5B, and 6
• Medicare:  Nebraska, Michigan, Missouri, Kansas, Iowa, Indiana, Part A National

Last updated on April 17th, 2018 at 04:16 pm CT

On Wednesday 4/18/2018, Sprint Release 7.0 will be deployed to Production. Detailed documentation of the changes are posted on the application home pages. We also wanted to remind you via this dashboard post of the important changes and updates, and ask that you please refer to the Highlights document for complete details.

Sprint Release 7.0 Highlights

Multiple Applications

• Client Self-Service Access for User Account Maintenance 
• Evergreen Contract Renewal Email Reminders
• Modifiers to Unbundle Codes

Contract Manager for Medical Groups – Enhancements 

• Special Rounding for Anesthesia
• Modifier GA or GY to Log Message #1066 logic
• Contract copy/update for Carveouts
• Payor Specific Edit 2012 for Enhanced Rate 
• New YourCare Health Plan Appeal Letter Template
• New BlueCross BlueShield of Texas Corrected Claim Form Appeal Letter Template
• Cross Claim Valuation Tax ID 
• Cross Claim LCD Changes 
• Self-Service Tricare/Medicare remove option for Carve-Outs 

Contract Manager for Hospital and Health Systems – Enhancements

• Claim Type Attribute for Epic ASC
• Millbrook ASC HIS Attributes
• View/Export Adjustment Code Mapping Tables
• Log Message 5315 update for outlier payment greater than zero
• Iowa Medicaid Inpatient Outlier Logic

Contract Analysis for Hospital and Health Systems – Enhancements 

• Save Analysis Contracts to Multiple User Groups
• Contract Analysis Charge Master Increase Option

Claim Scrubber – Updates and Enhancements

• View/Export Contract Code Mapping Table
• Update: Warning Message for Data Table Import Name Length  
• Edit and Exclusion Builder New Combination Condition  
• Update: Code List Updates for Edits 6039 and 6040

Last updated on April 17th, 2018 at 10:34 am CT

Please Review Immediately – TLS 1.2 Security Deadlines, Now Approaching

In the event your location cannot meet these deadlines, please immediately reach out to us at customer.support@experianhealth.com so that we can audit the progress of your required upgrades.

Financial Products Upgrade Deadline – April 30, 2018

Due to PCI Compliance and TLS 1.2 Security Requirements, clients or end users who process payments using any of our Financial Products (PaymentSafe, Link2Gov or L2G, Concord/First Data, Patient Self-Service, Cash Tracking) must take the following action.  Please inform and communicate with your IT Staff and/or Network Administrators, to ensure that each of the following URLs and IP addresses are included and/or added in your Network Configuration and “Whitelisted” for any of your network proxy servers and firewalls.   To avoid any service disruption and/or end-user access, please complete this action prior to April 30, 2018.

URL/Domain – paymentsafe.experianhealth.com
Whitelist IP Range – 199.96.232.175/199.96.233.175

URL/Domain – collections.ecarenext.com
Whitelist IP Range – 199.96.232.176/199.96.233.176

Non-Financial Products by June 30, 2018
Clients Who Use Our Non-Financial Products
Must Complete Their Upgrades by: June 30, 2018.

Download – TLS 1.2 Document
TLS 1.2 Readiness Checklist, FAQs, Compatibility, and Product Testing

Product Specific Actions Required  – eCare NEXT Bar and IntelliSource (PIC)
In addition to enabled TLS 1.2 Internet Browsers, eCare NEXT (Click-Once, MSI, IPS), IntelliSource, and Medical Necessity clients must upgrade their applications.  Instructions for enabling and testing TLS 1.2 can be downloaded in our TLS 1.2 Document.

• If you have Financial Products –
  Your Deadline is April 30, 2018 to Upgrade Your Browser and NextBar/PIC.

• If you don’t have Financial Products –
  Your Deadline is June 30, 2018 to Upgrade Your Browser and NextBar/PIC.

Product Specific Actions – Medical Necessity
Use this link to download the TLS 1.2 requirements and upgrade instructions for the Medical Necessity – Thin Client.  This is only for clients who use the Legacy Order Checker application (a/k/a Healthworks and IntelliSource Medical Necessity). This update does not apply to clients who use Order Checker within their eCare NEXT platform.

[Posted – March 15, 2018]

ATTENTION – TLS 1.2 Security Deadline Update
Please Review Immediately!
Experian Health has extended the TLS 1.2 Requirement Deadlines.
Due to PCI Compliance and TLS 1.2 Security Requirements, Clients who use our Financial Products
(PaymentSafe, Link2Gov or L2G, Concord/First Data, Patient Self-Service, Cash Tracking)
Must Have TLS 1.2 Enabled by Monday, April 30, 2018 to Prevent Service Disruption.

Clients who use our Non-Financial Products must complete their upgrades by June 30, 2018 

In the event your location cannot meet these deadlines, please immediately reach out to us at customer.support@experianhealth.com so that we can audit the progress of your upgrade.

Download – TLS 1.2 Document
FAQs, Readiness Checklist, Compatibility, and Product Testing

In addition to TLS 1.2 enabled Internet Browsers, Ecare NEXT (Click-Once, MSI, IPS), IntelliSource, and Medical Necessity clients must upgrade their applications!  Instructions for testing can be found by downloading the TLS 1.2 Document.

• If you have Financial Products –
  Your Deadline is April 30th to upgrade your Internet Browser and NextBar/PIC.
• If you don’t have Financial Products –
  Your Deadline is June 30th to upgrade Internet Browser and NextBar/PIC.

Product Specific Actions Required
eCare Next and IntelliSource
Ecare NEXT (Click-Once, MSI, IPS) or IntelliSource clients must upgrade their applications! Instructions for testing can be downloaded in the TLS document (above).

Medical Necessity
Click Here for the requirements and instructions to upgrade Medical Necessity Thin Client.
This is only for clients who use the Legacy Order Checker application (a/k/a Healthworks and IntelliSource Medical Necessity). This update does not apply to clients running Order Checker within the eCare Next platform.

Soon Approaching – TLS 1.2 Security Deadlines
Again, we want to remind you about our ongoing TLS 1.2 project and to ensure you are aware that this initiative requires your immediate attention.  Experian Health is focused on helping our customers improve their security by using the latest security protocols. At Experian Health, we take the protection of our customer’s data very seriously.

(Previous Posts - References)
Originally Posted: March 1, 2018 - Attention:  TLS 1.2 Security Deadline, April 2, 2018 – Take Immediate Action 
Originally Posted: Feb. 21, 2018 - Attention:  Immediate Action Required – TLS 1.2 Security Deadline – April 2, 2018
Originally Posted: Feb 15, 2018 - Initiation of TLS 1.2 Browser Notification Message - Thursday, February 15, 2018  
Originally Posted: Jan. 19, 2018 - Attention: Immediate Action Required – TLS 1.2 Security Deadline – April 2, 2018
Originally Posted: Sept. 02, 2017 - Immediate Action Required – TLS 1.2 Security Requirements Deadline –  April 2, 2018  

The disablement of TLS 1.0 and TLS 1.1 is being undertaken so we can maintain the highest security standards and promote the safety of your data as well as align with industry-wide best practices. This phased approach will prevent older encryption protocols from being used to access Experian Health services within inbound and outbound connections.

Last updated on April 19th, 2018 at 10:05 am CT

[04.18.2018 04:30p.m. CT]
We continue to have connectivity issues with WPS and WPS is still working to identify the root cause.
We’ve suspended file transmissions to/from WPS until they tell us the issue is resolved.  (When we’ve
tried to connect to them today, we weren’t even able to get connected.  If we can’t connect, we can’t
exchange files.)

Please do NOT resubmit claims at this time.  We’ve provided WPS with a list of all the claims that
show as ‘delayed’ so that they can tell us if they have them in their system or not.

We have another call scheduled tomorrow morning with WPS and will address the issue of timely filing.
The dashboard will be updated tomorrow with any new information received.

[04.17.2018 03:10p.m. CT]
In a recent update from WPS, they have not yet determined the root cause of the connectivity issues which are occurring. They have their system vendor and internal I.T. staff addressing the issue as their highest priority.

[04.17.2018 11:20a.m. CT]
We continue to have connectivity issues with WPS, which is resulting in delayed responses, delivery of ERA files, and claim transmissions.  We are working closely with the payer in an effort to get them to resolve the issue and will post additional updates as more information becomes available.

WPS has acknowledged having gateway issues which are impacting multiple submitters, and have indicated that they are working on a resolution.  We will continue to post updates as they are provided to us by WPS.

[04.10.2018]
This post has been updated to also include Claim Responses.   The ongoing connectivity issues with WPS have also resulted in delayed responses for claims sent to WPS from March 21st – present.  We continue to work with WPS on this issue.   Additional updates will be made to this post as more information becomes available.

[03.29.2018]
We’re experiencing intermittent connectivity issues with WPS which is impacting delivery of ERA files for the following payers.  We’re working with WPS to resolve the issue and will post additional information as it becomes available.

• Tricare:  Tricare East, Tricare for Life, and Tricare Overseas
• TriWest VAPC3:  Regions 3, 5A, 5B, and 6
• Medicare:  Nebraska, Michigan, Missouri, Kansas, Iowa, Indiana, Part A National

Last updated on April 18th, 2018 at 03:21 pm CT

Release Date:
Thursday, April 12, 2018 at 10:00p.m. CT

Special Feature:
An Opportunity from Experian Health To Voice Your Concerns to CMS About New MBIs

Please Review Immediately – TLS 1.2 Security Deadlines, Now Approaching

In the event your location cannot meet these deadlines, please immediately reach out to us at customer.support@experianhealth.com so that we can audit the progress of your required upgrades.

Financial Products Upgrade Deadline – April 30, 2018
Due to PCI Compliance and TLS 1.2 Security Requirements, clients or end users who process payments using any of our Financial Products (PaymentSafe, Link2Gov or L2G, Concord/First Data, Patient Self-Service, Cash Tracking) must take the following action.

Please inform and communicate with your IT Staff and/or Network Administrators, to ensure that each of the following URLs and IP addresses are included and/or added in your Network Configuration and “Whitelisted” for any of your network proxy servers and firewalls.   To avoid any service disruption and/or end-user access, please complete this action prior to April 30, 2018.

URL/Domain – paymentsafe.experianhealth.com
Whitelist IP Range – 199.96.232.175/199.96.233.175

URL/Domain – collections.ecarenext.com
Whitelist IP Range – 199.96.232.176/199.96.233.176

Non-Financial Products by June 30, 2018
Clients Who Use Our Non-Financial Products
Must Complete Their Upgrades by: June 30, 2018.

Download – TLS 1.2 Document
TLS 1.2 Readiness Checklist, FAQs, Compatibility, and Product Testing

Product Specific Actions Required  – eCare NEXT Bar and IntelliSource (PIC)
In addition to enabled TLS 1.2 Internet Browsers, eCare NEXT (Click-Once, MSI, IPS), IntelliSource, and Medical Necessity clients must upgrade their applications.  Instructions for enabling and testing TLS 1.2 can be downloaded in our TLS 1.2 Document.

• If you have Financial Products –
  Your Deadline is April 30, 2018 to Upgrade Your Browser and NextBar/PIC.

• If you don’t have Financial Products –
  Your Deadline is June 30, 2018 to Upgrade Your Browser and NextBar/PIC.

Product Specific Actions – Medical Necessity
Use this link to download the TLS 1.2 requirements and upgrade instructions for the Medical Necessity – Thin Client.  This is only for clients who use the Legacy Order Checker application (a/k/a Healthworks and IntelliSource Medical Necessity). This update does not apply to clients who use Order Checker within their eCare NEXT platform.

 Important Notification – Datacenter Migrations, Products – April and May 2018

[Updated 04.18.2018]  As previously published, we have extended our migration schedule for another week.  Please take note of our new schedule below as indicated in blue.

Experian Health will be moving systems located in our Plymouth, Minnesota datacenter to a new datacenter in Brentwood, Tennessee.  The Datacenter Migration Project represents an upgrade with increased capacity and a more robust production environment. This will result in an improvement in our ability to manage growth and more tightly integrate with other Experian Health products. Future migrations will require special maintenance periods for the following products:

• Thursday, April 26, 2018 – From 8:00 p.m. CT to 2:00 a.m. CT April 27 (approx. 6 hours)
  Our Collections Optimization Manager will be unavailable.

• Thursday, May 17, 2018 – From 8:00 p.m. CT to 2:00 a.m. CT May, 18 (approx. 6 hours)
  Our Identity Verification, Patient Financial Clearance, Return Mail, and SkipTracing products will be unavailable.
  

You will receive further details as we get closer to the migration dates for each of these products. We appreciate your patience. Updates when available, will be posted on our product dashboard.

VPN Migrations, Connectivity – April and May 2018 
As it relates to our local datacenter migration from Zayo to Brentwood, Tennessee, any affected, client-specific, VPNs will be transferred during this process.  Client Services personnel are actively reaching out to client technical contacts to schedule meetings to discuss this change.

• This process needs to be completed by Friday, May 18, 2018.

• Failure to provide access to needed technical resources may result in a service outage.

In order to maximize efficiency and reduce risk through the process, we will implementing new tunnels so that services may be thoroughly tested without interrupting production traffic. Once connectivity has been tested, cutover to the tunnel may be scheduled to meet your organizations change control or usage requirements. Please notify all users, managers, and IT teams directly involved with the service before performing the cutover.

While Experian Health resources are not required for the final cutover, staff will be available for assistance as needed. If you plan to make the final cut over after hours please let us know so that we may notify on-call staff to be available in case of problems.  If you have immediate questions, please contact us at ehcmgqueue@experian.com.

Rescheduled – System Downtime for Maintenance – Thursday, April 26, 2018
This system maintenance period (originally scheduled for April 19), has been rescheduled for Thursday, April 26, 2018.

During this maintenance window, there will be a two-hour downtime for all Patient Access and Financial Services products, Thursday, April 26, 2018, 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. Other affected products include Financial Assistance Screening, Propensity to Pay, and Patient Identity Verification.

Please Note:  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. (April 27th). We apologize in advance for any inconvenience this may cause.

Retiring Duplicate NEBO Alert E010, EDI Clients – Thursday, April 19, 2018
The NEBO alert E010 will be retiring on Thursday, 04/19 in an effort to remove duplicates. This alert will be replaced by a new and improved Standard NEBO Alert 0019. The new alert will not limited to any single payer, and will cover all payers, as opposed to the alert that is being retired.   If you have an Epic build and looking at the character count for this alert, please adjust appropriately.

New Medicare Beneficiary Identifier (MBI) – Update April 2018
Experian Health is accepting both the HICN and MBI in the X12 270/271 Transactions (Eligibility Inquiry/Eligibility Response).  A new “My Response” coverage banner will also be added to within OneSource and eCareNEXT,   Within the returned 271 Eligibility Response, we will return the message segment:

“CMS mailed a Medicare Card with a new Medicare Beneficiary Identifier (MBI) to the Member”

For Premium EDI clients, we have created an Epic EDI alert that will return the same message. (Similar to when a patient has limited coverage, or a Medicare Advantage/Medicaid MCO.)

Please Note:  CMS will only return that message for beneficiaries that have traditional Medicare. If they’re enrolled in a Medicare Advantage plan, Medicare will not return this information.

Link2Gov Clients – Scheduled Maintenance Window, Sunday, May 13, 2018
We have received notice of a Scheduled Maintenance Window that will impact our Link2Gov clients on Sunday, May 13, 2018 between 12:00a.m. CST – 6:00a.m. CST. During this time, updates will be made to database servers in the production data center. We anticipate an outage of approximately 2 hours during the beginning of the maintenance window. This will impact All PayDirect Applications (PayDirect Web, PayDirect API, MultiPay POS, IVR, Virtual Terminal Client Action). Please inform your internal teams and plan accordingly for the outage.

Visit Experian Health’s Product Dashboard
Subscribe to our product dashboard and get near real-time information about our products, important announcements, maintenance, and upcoming release notes.  Our dashboard is optimized for mobile viewing, so now you can access our product dashboard on your mobile device.   We encourage you to invite team members and colleagues within your organization to subscribe and stay informed.

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 and Release Notes are Available on our Product Dashboard

Last updated on April 17th, 2018 at 10:34 am CT

Please Review Immediately – TLS 1.2 Security Deadlines, Now Approaching

In the event your location cannot meet these deadlines, please immediately reach out to us at customer.support@experianhealth.com so that we can audit the progress of your required upgrades.

Financial Products Upgrade Deadline – April 30, 2018

Due to PCI Compliance and TLS 1.2 Security Requirements, clients or end users who process payments using any of our Financial Products (PaymentSafe, Link2Gov or L2G, Concord/First Data, Patient Self-Service, Cash Tracking) must take the following action.  Please inform and communicate with your IT Staff and/or Network Administrators, to ensure that each of the following URLs and IP addresses are included and/or added in your Network Configuration and “Whitelisted” for any of your network proxy servers and firewalls.   To avoid any service disruption and/or end-user access, please complete this action prior to April 30, 2018.

URL/Domain – paymentsafe.experianhealth.com
Whitelist IP Range – 199.96.232.175/199.96.233.175

URL/Domain – collections.ecarenext.com
Whitelist IP Range – 199.96.232.176/199.96.233.176

Non-Financial Products by June 30, 2018
Clients Who Use Our Non-Financial Products
Must Complete Their Upgrades by: June 30, 2018.

Download – TLS 1.2 Document
TLS 1.2 Readiness Checklist, FAQs, Compatibility, and Product Testing

Product Specific Actions Required  – eCare NEXT Bar and IntelliSource (PIC)
In addition to enabled TLS 1.2 Internet Browsers, eCare NEXT (Click-Once, MSI, IPS), IntelliSource, and Medical Necessity clients must upgrade their applications.  Instructions for enabling and testing TLS 1.2 can be downloaded in our TLS 1.2 Document.

• If you have Financial Products –
  Your Deadline is April 30, 2018 to Upgrade Your Browser and NextBar/PIC.

• If you don’t have Financial Products –
  Your Deadline is June 30, 2018 to Upgrade Your Browser and NextBar/PIC.

Product Specific Actions – Medical Necessity
Use this link to download the TLS 1.2 requirements and upgrade instructions for the Medical Necessity – Thin Client.  This is only for clients who use the Legacy Order Checker application (a/k/a Healthworks and IntelliSource Medical Necessity). This update does not apply to clients who use Order Checker within their eCare NEXT platform.

[Posted – March 15, 2018]

ATTENTION – TLS 1.2 Security Deadline Update
Please Review Immediately!
Experian Health has extended the TLS 1.2 Requirement Deadlines.
Due to PCI Compliance and TLS 1.2 Security Requirements, Clients who use our Financial Products
(PaymentSafe, Link2Gov or L2G, Concord/First Data, Patient Self-Service, Cash Tracking)
Must Have TLS 1.2 Enabled by Monday, April 30, 2018 to Prevent Service Disruption.

Clients who use our Non-Financial Products must complete their upgrades by June 30, 2018 

In the event your location cannot meet these deadlines, please immediately reach out to us at customer.support@experianhealth.com so that we can audit the progress of your upgrade.

Download – TLS 1.2 Document
FAQs, Readiness Checklist, Compatibility, and Product Testing

In addition to TLS 1.2 enabled Internet Browsers, Ecare NEXT (Click-Once, MSI, IPS), IntelliSource, and Medical Necessity clients must upgrade their applications!  Instructions for testing can be found by downloading the TLS 1.2 Document.

• If you have Financial Products –
  Your Deadline is April 30th to upgrade your Internet Browser and NextBar/PIC.
• If you don’t have Financial Products –
  Your Deadline is June 30th to upgrade Internet Browser and NextBar/PIC.

Product Specific Actions Required
eCare Next and IntelliSource
Ecare NEXT (Click-Once, MSI, IPS) or IntelliSource clients must upgrade their applications! Instructions for testing can be downloaded in the TLS document (above).

Medical Necessity
Click Here for the requirements and instructions to upgrade Medical Necessity Thin Client.
This is only for clients who use the Legacy Order Checker application (a/k/a Healthworks and IntelliSource Medical Necessity). This update does not apply to clients running Order Checker within the eCare Next platform.

Soon Approaching – TLS 1.2 Security Deadlines
Again, we want to remind you about our ongoing TLS 1.2 project and to ensure you are aware that this initiative requires your immediate attention.  Experian Health is focused on helping our customers improve their security by using the latest security protocols. At Experian Health, we take the protection of our customer’s data very seriously.

(Previous Posts - References)
Originally Posted: March 1, 2018 - Attention:  TLS 1.2 Security Deadline, April 2, 2018 – Take Immediate Action 
Originally Posted: Feb. 21, 2018 - Attention:  Immediate Action Required – TLS 1.2 Security Deadline – April 2, 2018
Originally Posted: Feb 15, 2018 - Initiation of TLS 1.2 Browser Notification Message - Thursday, February 15, 2018  
Originally Posted: Jan. 19, 2018 - Attention: Immediate Action Required – TLS 1.2 Security Deadline – April 2, 2018
Originally Posted: Sept. 02, 2017 - Immediate Action Required – TLS 1.2 Security Requirements Deadline –  April 2, 2018  

The disablement of TLS 1.0 and TLS 1.1 is being undertaken so we can maintain the highest security standards and promote the safety of your data as well as align with industry-wide best practices. This phased approach will prevent older encryption protocols from being used to access Experian Health services within inbound and outbound connections.

Last updated on April 16th, 2018 at 05:59 pm CT

Delayed Claim Response – One of our trading partners experienced a system issue which resulted in delayed claim responses.  The issue impacts claims that were sent to the following payers from March 28 – April 10.

• Horizon New Jersey Health
• Western Oregon Advanced Health
• Memorial Herman Health
• Cox Health Plan

The issue is expected to be resolved next week and we will provide updates as they become available.

Last updated on April 17th, 2018 at 03:45 pm CT

Delaware Medicaid (DMAP) – Claims
Attention:  All Providers
Claims currently suspending due to new 2018 Healthcare Common Procedure Coding System (HCPCS) codes.

• DMAP is in the process of updating the new 2018 HCPCS codes with an effective date of 1/1/2018.
• DMAP will be processing these suspended claims in the near future.
• Claims included in this process are for dates of service beginning January 1, 2018 and forward.
• This information will appear on a future Remittance Advice (RA).
• There will be further communication regarding the timing of this update for dates of service 1/1/2018 and forward.

Last updated on April 11th, 2018 at 10:36 am CT

As you are aware, the HSN Server upgrade began in March to comply with the Massachusetts Executive Office of Technology Services and Security requirements.  HSN has recommended that  facilities continue the submission of claims during this Server upgrade.  Facilities should continue submitting all 837I, 837P, 837D and POPS claims as well as Emergency Room Bad Debt (ERBD) recoveries and Free Care Endowment Income when applicable.

In addition, facilities are asked to use this time to work with the HSN Operations team to resolve any outstanding claims processing issues and/or HSN denials.  Any questions can be directed to the HSN Helpdesk via email or by calling (800) 609-7232.

Last updated on April 16th, 2018 at 02:28 pm CT

The NEBO alert E010 will be retiring on Thursday, 04/19 in an effort to remove duplicates. This alert will be replaced by a new and improved Standard NEBO Alert 0019.   The new alert will not limited to any single payer, and will cover all payers, as opposed to the alert that is being retired.

If you have Epic build looking at the character count for this alert please adjust appropriately.

[Table Added 04.16.2018]

Last updated on April 18th, 2018 at 01:42 pm CT

4/18/1018 Update: Please note that the maintenance previously scheduled for Thursday, April 19, 2018 has been rescheduled for the following week, Thursday, April 26, 2018. Please see updated message below:

Experian Health technical teams will be relocating several servers on Thursday evening April 19, 2018.
This move will include the servers that provide the Advanced Reporting features of Contract Manager and Claim Scrubber.
This will require planned downtime for Advanced Reporting. The timing of this event will be as follows:

Thursday, April 26, 2018 – From 8:00 p.m. CT to April 27, 2018 2:00 a.m. CT (approx. 6 hours)

Advanced Reporting will be unavailable during this time.

Additional information, updates, and status before, during, and after the cut-over will be posted on this page.

Thank you,
Experian Health Client Support

Last updated on April 18th, 2018 at 01:47 pm CT

4/18/1018 Update: Please note that the maintenance events previously scheduled for Thursday, April 19, 2018 and Thursday, May 10, 2018 have been rescheduled for the following weeks, Thursday, April 26, 2018 and Thursday May 17, 2018. Please see updated message below:

Experian (SearchAmerica) Key Contact                                                           4/4/2018

The Experian technical teams will be migrating services to a new enhanced data center during the month of April.
While the new data center will provide many benefits, it will require an IP address change for many of our public facing IP addresses.
Application Downtime will be required to facilitate this data center move. The application impact windows will be as follows:

Thursday, April 26, 2018 – From 8:00 p.m. CT to 2:00 a.m. CT April 27 (approx. 6 hours): Collections Optimization Manager and and Advanced Reporting will be unavailable. (Reporting will be delayed on Friday April 20th due to this maintenance event)

Thursday, May 17, 2018 – From 8:00 p.m. CT to 2:00 a.m. CT May 18 (approx. 6 hours): Collections Optimization Manager, Identity Verification, Patient Financial Clearance, Return Mail, and SkipTracing products will be unavailable.

Action Required: Please note that if your organization has “white listed” any of the IP addresses listed in the “Current IP” column below, please add the IP address list in the related “New IP” column to your “white listed” servers as well.

Note: Please forward this message to your IT / Network Administration personnel as most clients will need to make changes.

Additional information, updates, and status before, during, and after the cut-over will be posted on this page.

For other questions or concerns about this maintenance event please contact Client Support at ehccustomercare@experian.com

Thank you,
Experian Health Client Support

Last updated on April 7th, 2018 at 12:41 pm CT

Regarding the New Medicare Beneficiary Identification Project, Experian Health is providing you the opportunity to voice your concerns and send the attached recommended MBI Enhancement Request to CMS.

As we are all aware, the Medicare Beneficiary ID will be changing beginning in April 2018. While all of us advocate for Electronic Data Interchange standardization and compliance within the healthcare industry, there are some issues of which those who use Medicare’s eligibility system (HETS 270/271) should be aware. The current decision from CMS is that the MBI will be returned only on the eligibility response (271) if the MBI is used in the inquiry (270). CMS will require a provider to use a look up tool available through the individual MAC’s website when a provider cannot obtain the new MBI from the member. Additionally, CMS will be returning the MBI in the E1 NCPDP transaction (the pharmacy equivalent to the 270/271 transaction) if the HICN is submitted. Due to the complications this change will make to a provider’s workflow when registering a Medicare Beneficiary, we as an part of a larger EDI community have drafted a recommended enhancement request to CMS.

Please read the two links below that include a cover letter and instructions for the steps to follow to complete the attached template for the enhancement request to send to CMS. Experian Health has also sent this request to CMS.

• CMS MBI Enhancement Cover Letter and Instructions
• CMS MBI Enhancement Request Template

(Previous Post - Reference)
Last and Previous Posts: March 29, 2018 - Deadline Approaching – New Medicare Beneficiary Identifier (MBI) – Update 
Last and Previous Posts: March 22, 2018 - Reminder – New Medicare Beneficiary Identifier (MBI), April 2018 – Update 
Last and Previous Posts: March 9, 2018 - New Medicare Beneficiary Identifier (MBI), April 2018 – Update

[March 29, 2018]
April 2018 – New Medicare Beneficiary Identifier (MBI) – Update, 03.29.2018  
The April, 2018 has arrived.  Please click this headline and review the information posted on our product dashboard under the New Medicare Beneficiary Identifier (MBI) April 2018.   Experian Health is ready to accept both the HICN and MBI in the X12 270/271 Transactions (Eligibility Inquiry/Eligibility Response).  A new “My Response” coverage banner will also be added to within OneSource and eCareNEXT,   Within the returned 271 Eligibility Response, we will return the message segment:

“CMS mailed a Medicare Card with a new Medicare Beneficiary Identifier (MBI) to the Member”

For Premium EDI clients, we have created an Epic EDI alert that will return the same message. (Similar to when a patient has limited coverage, or a Medicare Advantage/Medicaid MCO.)
Please Note:  CMS will only return that message for beneficiaries that have traditional Medicare. If they’re enrolled in a Medicare Advantage plan, Medicare will not return this information.

Last updated on April 18th, 2018 at 09:39 am CT

9:20am CT – Issue has been resolved and payments are flowing properly through PaymentSafe.

9:00am CT – We are receiving reports of errors being returned when attempting payments in PaymentSafe.  We are actively reviewing this and will provide an update shortly.

Last updated on April 17th, 2018 at 10:03 am CT

We are researching reports of sporadic server errors when navigating in OneSource and eCN.  Our development team has been notified and is researching the error.  We will provide updates on the dashboard as they become available.  We apologize for the inconvenience.