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Provider Portal Issue Updates

Below are the current and recent issues that have been identified with the Sunflower provider portal. Check here or the KanCare 2.0 Issue Log on the KMAP Bulletins website for updates.

Need to report a portal issue? Send us a message.

Related Bulletin Identified Error Status Notification Resolution
Bulletin Recurring Claims Feature - Missing Locations - For those providers who use the provider portal's recurring claims function, this applies to you. Resolved 4/28/2021 6/3/2021
Bulletin Recurring Claims Feature - Multiple Provider Records Display - For those providers that use the provider portal's recurring claims function, this applies to you. Resolved 4/28/2021 6/24/2021
Bulletin Recurring Claims Feature - Duplicate Diagnosis - For those providers that use the provider portal's recurring claims function, this applies to you. Resolved 4/28/2021 5/21/2021
Bulletin Corrected Claim Error Message - For providers that submit claims through provider portal, this applies to you. Resolved 4/28/2021 7/1/2021
Bulletin Member eligibility verification screen for OHI is blank - Our portal support team is working to resolve, but for now providers can complete verification on the KMAP website or obtain the information from the member. For those providers who use the provider portal to complete member/patient eligibility verification, this applies to you. Our portal support team is working to resolve the COB information displaying. 5/7/2021  
Bulletin

The payment history information available to the providers within the provider portal is being duplicated for providers with both behavioral health and medical portal accounts. Providers who use the provider portal to review their payment information may see instances in which the behavioral health remittance is also reflected under the medical payment history, which is a duplication of documentation. The payment history is where providers can review their remittance advices vs. downloading them from our EFT vendor website, PaySpan.

For behavioral health providers who also have a medical contract and review their payment history on the provider portal, this applies to you.

Our portal support team is working to resolve the duplication of payment history being displayed. 6/30/2021  
Bulletin

Within the claim status detail on the provider portal, an adjudicated claim may have a claim line within the claim that may reflect pending. The total payment amount displayed on the provider portal claim status detail does not match the payment amount on the remittance advice.

For providers who review claim statuses on the provider portal.

Resolved 6/30/2021 7/8/2021
Bulletin

Claims that are on a provider's remit may return an error of 'claim not found' when searching the provider portal for that specific claim.

For providers who review claims status on the provider portal.

2021 claims are resolved

2020 claims are resolved

7/7/2021 7/27/21
Bulletin

Authorized units on the provider portal may reflect double the authorized units.

For providers who review authorizations on the provider portal.

Resolved 7/7/2021 7/7/2021
Bulletin Providers who use the provider portal to review claim details may see blank information on a paid claim for the check number and payment date.  Providers should review their remittance advices for claim payment details. Our portal support team is working to resolve the blank information. 8/4/2021 8/10/2021
Bulletin Providers who use the provider portal to submit corrected claims may experience an error.  The error can occur on the claims screen where the provider information is entered.  The error will display the following message "Please note when you are correcting a claim you cannot proceed further if you are attempting to correct/change your provider information." Our portal support team is working to resolve, but for now providers who submit corrected claims can submit them on paper or through other electronic means.  If the portal error causes a corrected claim to be untimely, we will override. 8/4/21  
Bulletin Providers who use the provider portal to review authorization status may encounter authorizations that display zero (0) units when a quantity of authorized units should be shown. Providers receive notification of authorizations via mail, fax or other systems, such as AuthentiCare, which should be used as source of truth. Our portal support team is working to resolve. 8/13/21 7/30/21
Bulletin Providers who use the provider portal to submit claim appeals may experience an error. The error may occur after the appeal submit button is clicked. The appeal will not be submitted, but will reflect under “saved” submissions and display a red triangle with error message “Rejected 06 Invalid Provider.” Our portal support team is working to resolve, but for now providers who submit claim appeals can submit them on paper using our claim appeal form located on our website.  If the portal error causes a claim appeal to be untimely, we will override. 8/13/21