Experian Health Release Notes – 07.27.2017

Last updated on July 27th, 2017 at 11:01 am CT

Release Date:
Thursday, July 27, 2017 at 10:00p.m. CT

Change Overview:
There are no global changes this week.

PayPal’s Planned Maintenance – Brief Impact to PaymentSafe –
Sunday, July 29, 2017
PayPal’s Planned Maintenance, Impact to PaymentSafe, Sunday, July 29, 2017 between 3:00a.m. CT and 3:10a.m. CT (approx. 10-15 minutes).  During this time users may experience higher than normal declines on transactions, other delays or intermittent errors. Read Dashboard Post

Scheduled Maintenance, Extended Interruption – Thursday, August 3-4, 2017 On Thursday, August 3-4, 2017, during our normal maintenance window, we will perform hardware  updates for STAT Scheduling services, including all Medical Necessity and Authorizations products. Beginning at 10:00p.m. CT until 1:30a.m. CT (August 4) our Medical Necessity and Authorizations products will be offline for these hardware upgrades.  Read Dashboard Post

Retiring duplicate NEBO Alerts – Thursday, August 3, 2017
Old NEBO alerts will be retiring on Thursday, August 3, 2017 in an effort to remove duplicates. These alerts will be replaced by new and improved NEBO alerts.  The new alerts will not limited to any single payer, but will be covering all payers, as opposed to the previous alerts being retired.  All client configurations and properties from the retiring alerts will be automatically transferred to the new NEBO alerts to ensure a smoother transition. If you have an Epic build, look at the character count for the retired alerts and make appropriate adjustments.  Read Dashboard Post

Important Reminder – Migration of VPN Tunnels to begin
July 31, 2017 – August 18, 2017

Starting 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 Dashboard Post

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.

Experian Health  –  Batch Processing for Tuesday, August 1, and
Monday, August 7, 2017

The Experian Health Systems Team remains committed and focused on delivering the highest level of availability for all products. We continue to make technology, people, and process changes to improve our service. In preparation for the increased requests on Tuesday, August 1, and Monday, August 7, 2017, we want you to be aware of the following issues. Read Dashboard Post.

  • BatchSource and Coverage Discovery inquiries (which utilize batch processing) will be available after 2:00p.m. CT on Tuesday, August 1, and Monday, August 7, 2017.
  • Please Note:  This does not effect On Demand Coverage Discovery inquiries which are preformed within our other interface platforms.
  • If your facility sends real-time batches through an EDI interface on Tuesday, August 1, and Monday, August 7, 2017, you may notice a longer delay than usual. This is because we will throttle the number of outstanding and simultaneous inquiries (allowable by the customer) to insure that real-time requests receive processing priority.
  • As usual, it is not necessary to resubmit your eligibility inquiries in the event a payer is unavailable, or when you do not receive an immediate response. We will hold your inquiries and submit them for processing when the payer begins accepting requests.

Reminder – Medicare Usage, Rules of Behavior,
Tuesday, August 1, and Monday, August 7, 2017
Medicare continues to monitor eligibility transaction volumes on the 1st and 1st Monday of each month. This will include Tuesday, August 1, and Monday, August 7, 2017. The purpose of this monitoring is to maintain the performance of their eligibility system, as they continue to see higher than normal transaction volumes on these days. CMS has published modified Rules of Behavior to address the issues identified as problematic.
Read Dashboard Post

CMS now considers the following examples of aberrant and/or unauthorized behavior to include:

  1. Submitting high inquiry volume.
  2. Submitting transactions that receive a high error rate.
  3. Inappropriate use of service type codes.
  4. Using automated processes for sending large numbers of eligibility requests in a short period of time or high ratio of eligibility inquires to claims submitted.
  5. Submitting eligibility requests using the same NPI and HICN number 30 or greater times in a 24-hour period.

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 Dashboard Post

Reminder – Experian Health Customer Support Portal
and TLS Requirements, July 22, 2017

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 was 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.

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.