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New Medicaid claims site experiences rocky launch

Oklahoma Health Care Authority paid HP Enterprise Services $1.3 million to update portal.
by Paula Burkes Modified: January 28, 2014 at 8:00 pm •  Published: January 27, 2014

Critics of the new state portal for filing Medicaid reimbursement claims could have said “I told you so” Friday to the officials of Oklahoma Health Care Authority.

After enhancements went live at midnight, clinician offices statewide experienced error messages while attempting to upload claims to the site. Some seeking support via telephone purportedly waited on hold for 45 minutes for help from the agency's customer service representatives that they say never came.

Clyde Wafford — whose company, OrionNet Systems, provides practice management software to 100 mental health providers statewide — said his office received customer complaints throughout Friday. Many, Wafford said, reported receiving the message: “There was an issue processing your request. We apologize for any inconvenience this may have caused. Please wait a few minutes and try your request again.”

One Tulsa psychologist emailed The Oklahoman late Friday, saying the downtime cost his agency more than $1,000 Friday, “with time spent by my billing team and myself, having to cancel appointments, and attempting to continue to submit billing.”

Wafford last week criticized the Health Care Authority for not testing the site enhancements externally before Friday's launch, and for choosing not to introduce a secure file transfer protocol (FTP) system to its web-centric system.

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by Paula Burkes
A 1981 journalism graduate of Oklahoma State University, Paula Burkes has more than 30 years experience writing and editing award-winning material for newspapers and healthcare, educational and telecommunications institutions in Tulsa, Oklahoma...
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