The Indiana Family and Social Services Administration (FSSA) and Hewlett Packard Enterprise (HPE) are aware that the new system has experienced some performance issues. It is their intention to resolve issues as quickly as possible. They also intend to keep the provider community aware of problems that have been identified and the progress being made to resolve them.
Please see the following synopsis for Day 3 of the rollout:
Issue: Eligibility verification time frames
Actions taken: Monitoring of system performance continues.
Expected resolution: Eligibility verification response times appear to have stabilized; 93% of inquiries are currently being completed in under 10 seconds.
Issues: Call center continues to experience high call volume.
Actions taken: All available staff are being utilized to take incoming calls and make outgoing return calls
Expected resolution: Providers are encouraged to take advantage of call center hours available outside the normal business day, when possible: Monday through Friday, 8 a.m. - 8 p.m., and Saturday, 8 a.m.- 1 p.m. Providers may also find answers to questions by visiting the Indiana CoreMMIS web page at indianamedicaid.com.
Issue: Submission of PA requests through the Portal
Actions: Providers can now submit PA requests through the Portal. We are working with CMCS to process PAs submitted by fax.
Expected resolution: Monitoring of system performance will continue.
Issue: Fee-for-service claim submissions through the Portal continue to be suspended. Electronic data interchange (EDI) transmissions are being accepted but are not yet being processed.
Actions taken: HPE and the FSSA are monitoring and testing the system. Providers should watch News and Announcements for updates.
Expected resolution: The financial cycle for next Tuesday, February 21, 2017, is expected to run as planned with payment for claims processed this week.
Electronic Health Record transactions:
Issue: EHR attestations through the Portal
Actions: Providers can now access the MAPIR through the Portal to submit MU and AIU attestations.
Expected resolution: Monitoring of system performance continues.
The FSSA and HPE will continue to monitor the system to stabilize its performance. They appreciate the patience and help of the provider community in making that happen. Please continue to contact them at 1-800-457-4584 or by email at email@example.com. Watch for broadcast messages about progress posted to the Portal and the IVR, as well as regular new alerts posted to indianamedicaid.com.
To view the announcement, click here. We hope this information is helpful. If you have questions or need additional assistance, please contact the INARF office.