AdvancedMD Status

ePrescribing browser error when selecting Override Reason

Identified - We have isolated the cause of this issue as an upgrade to Chrome and Edge browsers (both of which use Chromium). A permanent solution will be provided by the browser manufacturers. As a work around, you can disable the Web Accessibility option in your respective browser using the following steps:
1. Go to either one of the following related URLs:
chrome://accessibility/
edge://accessibility/
2. Uncheck the "Web Accessibility" box
3. (Edge Browser) Check the "Lock the current accessibility mode from being changed except by this page" box
Apr 24, 2024 - 10:28 MDT

Investigating - When selecting an Override Reason on a medication linked to a note, some clients are receiving an error message: "Can't open this page Error code: STATUS_STACK_OVERFLOW". Our technical team is actively engaged, and our incident managers will continue to provide updates as additional information becomes available.
Apr 24, 2024 - 09:34 MDT

Change Healthcare (Optum) Outage

Update - We are now successfully receiving Eligibility responses from Change Healthcare. You will be able to check Exchange Real-Time for a limited group of payers from Change Healthcare. See the Exchange Real-Time Payer List for the most current list of payers. This list can be found at https://support.changehealthcare.com/customer-resources/payer-lists.

AdvancedMD support does not have any specific information about which or when payers will be restored. Monitoring payers in the Exchange Real-Time Payer List is the best way to manage the process.

In the instance you check Real-Time Eligibility for a payer that is not on Change Healthcare's Exchange payer list, you will receive the following response: "Rejected at Carrier level: UNABLE TO RESPOND AT CURRENT TIME. Follow up: PLEASE RESUBMIT ORIGINAL TRANSACTION.” Do not resubmit another Eligibility check until you have validated this payer has reinstated Eligibility connections.

Please continue to visit our FAQs page regularly to get the most up-to-date announcements and information on the Change Healthcare outage at https://www.advancedmd.com/blog/change-healthcare-outage.
Apr 17, 2024 - 15:35 MDT

Update - Please visit our FAQs page to get the most up-to-date announcements and information on the Change Healthcare outage at https://www.advancedmd.com/blog/change-healthcare-outage.
Apr 16, 2024 - 08:43 MDT

Update - Visit our FAQs page to get the most up-to-date announcements and information on the Change Healthcare outage at https://www.advancedmd.com/blog/change-healthcare-outage.
Apr 05, 2024 - 16:05 MDT

Update - Visit our FAQs page to get the most up-to-date announcements and information on the Change Healthcare outage:

https://www.advancedmd.com/blog/change-healthcare-outage
Apr 04, 2024 - 19:05 MDT

Update - There is no need to re-enroll with payors through Change Healthcare now. Previous enrollments are valid with the newly restored Change Healthcare clearinghouse. If this changes for any specific payors, we will communicate once known.

Additional payors continue to reconnect daily to the restored Change Healthcare clearinghouse.

The payor list is extremely fluid. We recommend viewing it frequently.

To view the most recent Exchange Payor List, click the following link: https://support.changehealthcare.com/customer-resources/payer-lists

Our teams are preparing in-depth video trainings we hope to share via email on Wednesday, April 3, 2024. More details will be provided in tomorrow's update.

Please continue to visit our Change Healthcare FAQ page:
https://www.advancedmd.com/blog/change-healthcare-outage
Apr 02, 2024 - 17:15 MDT

Update - Additional payors continue to reconnect daily to the restored Change Healthcare clearinghouse.

To view the most recent Change Healthcare Payor List, click the following link: https://support.changehealthcare.com/customer-resources/payer-lists

Our teams are preparing an in-depth webinar for this week. The webinar will be recorded and will be a resource to help your teams manage the recovery from the Change Healthcare outage.

Webinar details will be shared through our Change Healthcare FAQ page:
https://www.advancedmd.com/blog/change-healthcare-outage
Apr 01, 2024 - 17:50 MDT

Update - We are pleased to announce that Friday was a successful day of processing with the restored Change Healthcare clearinghouse.

Additional payors continue to reconnect to the restored Change Healthcare clearinghouse, inclusive of a limited number of Medicare payors.

To view the most recent payor list, click the following link: https://support.changehealthcare.com/customer-resources/payer-lists

Change Healthcare updates the payor list daily. We advise you to view the list frequently.

Now that the Change Healthcare clearinghouse is restored, claims processed through Change for reconnected payors will flow into the practice management just as they did prior to the outage. There is currently no backlog of claims.

The Change Healthcare integration offers a more streamlined workflow compared to Availity. We recommend changing your carriers back to the Change Healthcare (McKesson) clearinghouse as they become available.

Please visit our Change Healthcare FAQ page for more detailed information around claims processing.
https://www.advancedmd.com/blog/change-healthcare-outage

We understand that operationally managing claims that were run through Availity, especially now that Change Healthcare is back online, is complex and challenging. Our teams are preparing an in-depth webinar for Wednesday, April 3, 2024, or later that same week. The webinar will be recorded and will be a resource to help your teams manage the recovery from the Change Healthcare outage. Webinar details will be shared shortly.
Mar 29, 2024 - 22:11 MDT

Update - We are now successfully sending claims to Change Healthcare. Additional details will be shared tomorrow on what you can expect for your current and backlog claims.

Please note, not all payors will be available initially. Change Healthcare is adding more payors daily and is updating their payor list frequently. https://support.changehealthcare.com/customer-resources/payer-lists.

Please continue to visit our Change Healthcare FAQ page for the most up-to-date information.
https://www.advancedmd.com/blog/change-healthcare-outage
Mar 28, 2024 - 15:46 MDT

Update - We are now successfully receiving Electronic Remittance Advice (ERA) files from Change Healthcare. Initially, you will receive ERA files for a very limited group of payers. We anticipate ERA files from additional payors as they come back online through Change Healthcare. Please note, this update is fluid and we currently do not have specifics on which payors you will see ERA files for now. To prevent frustration, please do not contact support for additional information. Additional details will be shared as we learn more.

Please review our ERA updates on our Change Healthcare FAQ page.
https://www.advancedmd.com/blog/change-healthcare-outage

Please also review Change Healthcare’s payer list frequently.
https://support.changehealthcare.com/customer-resources/payer-lists
Mar 28, 2024 - 12:16 MDT

Update - Please visit our FAQs page to get the most up-to-date announcements and information on the Change Healthcare outage. https://www.advancedmd.com/blog/change-healthcare-outage
Mar 27, 2024 - 15:57 MDT

Update - Visit our FAQs page to get the most up-to-date announcements and information on the Change Healthcare outage.
https://www.advancedmd.com/blog/change-healthcare-outage
Mar 19, 2024 - 10:18 MDT

Update - The AdvancedMD team is working diligently to address and mitigate the client impact from Change Healthcare’s extended outage. For the most up-to-date announcements and information on the Change Healthcare (Optum) outage, please visit our FAQs page at https://www.advancedmd.com/blog/change-healthcare-outage.
Mar 12, 2024 - 15:07 MDT

Update - For the most up-to-date announcements and information on the Change Healthcare (Optum) outage, please visit our FAQs page at https://www.advancedmd.com/blog/change-healthcare-outage.
Mar 11, 2024 - 09:10 MDT

Update - To provide additional visibility, we have made some layout changes on our Status Page in how we present integration components between Availity and Change Healthcare clearinghouses. Going forward, you can now view the integration status for both clearinghouses.

For the most up-to-date announcements and information on the Change Healthcare (Optum) outage, please visit our FAQs page at https://www.advancedmd.com/blog/change-healthcare-outage.
Mar 09, 2024 - 11:49 MST

Update - Please visit our FAQs page to view significant updates about claims processing.
https://www.advancedmd.com/blog/change-healthcare-outage
Mar 07, 2024 - 08:07 MST

Update - Please visit our FAQs page to view significant updates about claims processing. https://www.advancedmd.com/blog/change-healthcare-outage
Mar 05, 2024 - 17:11 MST

Update - The AdvancedMD team is working diligently to address and mitigate the client impact from Change Healthcare’s extended outage. Currently, eligibility, claims, eRemittance, EDI reports, enrollments, claim attachments, and claims status services remain unavailable.

AdvancedMD continues to update the Change Healthcare Outage and Impact FAQ web page as new information becomes available. This page can be viewed at https://www.advancedmd.com/blog/change-healthcare-outage/. We recommend our clients review this page frequently.

As of now, Change Healthcare has not yet provided an expected resolution time or date. We maintain regular communication with Change Healthcare and hold daily meetings to ensure we have up-to-date information and to facilitate a smooth and efficient resumption of services as they become available.
Mar 01, 2024 - 08:43 MST

Update - AdvancedMD held a Webinar at 9:00 am MST discussing the Change Healthcare Outage. The recording of this Webinar can be found here: https://advancedmd.wistia.com/medias/77jfrzluzt.

AdvancedMD has created an FAQ webpage to answer many of your questions regarding the extended Change Healthcare outage. The FAQ Webpage is updated regularly and can be viewed at https://www.advancedmd.com/blog/change-healthcare-outage/.

Change Healthcare continues to work through the major outage that is impacting several services including eligibility, claims, eRemittance, EDI reports, enrollments, claim attachments, and claims status.

As of now, Change Healthcare has not yet provided an expected resolution time or date. We maintain regular communication with Change Healthcare and hold daily meetings to ensure we have up-to-date information and to facilitate a smooth and efficient resumption of services as they become available.

Our incident management team will continue to post updates to the status page and the FAQ webpage as additional information becomes available.
Feb 28, 2024 - 11:11 MST

Update - AdvancedMD has created an FAQ webpage to answer many of your questions regarding the extended Change Healthcare outage. The FAQ webpage can be viewed at https://www.advancedmd.com/blog/change-healthcare-outage/.

Change Healthcare continues to work through the major outage that is impacting several services including eligibility, claims, eRemittance, EDI reports, enrollments, claim attachments, and claims status.

As of now, Change Healthcare has not yet provided an expected resolution time or date. We maintain regular communication with Change Healthcare and hold daily meetings to ensure we have up-to-date information and to facilitate a smooth and efficient resumption of services as they become available.

Our incident management team will continue to post updates to the status page and the FAQ webpage as additional information becomes available.
Feb 27, 2024 - 17:03 MST

Update - Change Healthcare (Optum) is currently addressing an outage impacting several services, including eligibility, claims, eRemittance, EDI Reports, enrollments, claim attachments, and claims status. They expect that resolution efforts will continue throughout the day.
What this means to AdvancedMD users:

Claims Submission
- You can continue to submit new claims.
- All claims and attachments that have been submitted will be transmitted to Change Healthcare as soon as service has been restored.
-There is no need to rebill claims that have been submitted during this outage.

Eligibility and Claim Status
- While Eligibility and Claim Status is unavailable, many payer websites have an option to verify coverage.

eRemittance and EDI reports
- When service has been restored, eRemittance files will be available in the ERA Center.
- When service has been restored, EDI reports will be available in the Claims Center.

Enrollments
- Enrollments remain unavailable until Change Healthcare service has been restored.

We maintain regular communication with Change Healthcare Account Representatives and hold daily meetings with them to ensure we have up-to-date information and to facilitate a smooth and efficient resumption of services as they become available. You can subscribe to incident notifications on the Change Healthcare status page at https://status.changehealthcare.com. The services AdvancedMD uses can be found under the Medical Network and Medical Network APIs sections.
Feb 26, 2024 - 08:24 MST

Update - Change Healthcare (Optum) is currently addressing an outage impacting several services, including eligibility, claims, eRemittance, EDI Reports, enrollments, claim attachments, and claims status. They expect that resolution efforts will continue through the weekend.

What this means to AdvancedMD users:

Claims Submission
- You can continue to submit new claims.
- All claims and attachments that have been submitted will be transmitted to Change Healthcare as soon as service has been restored.
-There is no need to rebill claims that have been submitted during this outage.

Eligibility and Claim Status
- While Eligibility and Claim Status is unavailable, many payer websites have an option to verify coverage.

eRemittance and EDI reports
- When service has been restored, eRemittance files will be available in the ERA Center.
- When service has been restored, EDI reports will be available in the Claims Center.

Enrollments
- Enrollments remain unavailable until Change Healthcare service has been restored.

We maintain regular communication with Change Healthcare Account Representatives and hold daily meetings with them to ensure we have up-to-date information and to facilitate a smooth and efficient resumption of services as they become available.

You can subscribe to incident notifications on the Change Healthcare status page at https://status.changehealthcare.com.
Feb 23, 2024 - 14:52 MST

Update - Change Healthcare (Optum) is currently addressing an outage impacting several services, including eligibility, claims, eRemittance, EDI Reports, enrollments, claim attachments, and claims status. They expect that resolution efforts will continue through the weekend.

What this means to AdvancedMD users:

Claims Submission
- You can continue to submit new claims.
- All claims and attachments that have been submitted will be transmitted to Change Healthcare as soon as service has been restored.
-There is no need to rebill claims that have been submitted during this outage.

Eligibility and Claim Status
- While Eligibility and Claim Status is unavailable, many payer websites have an option to verify coverage.

eRemittance and EDI reports
- When service has been restored, eRemittance files will be available in the ERA Center.
- When service has been restored, EDI reports will be available in the Claims Center.

Enrollments
- Enrollments remain unavailable until Change Healthcare service has been restored.

We maintain regular communication with Change Healthcare Account Representatives and hold daily meetings with them to ensure we have up-to-date information and to facilitate a smooth and efficient resumption of services as they become available.

You can subscribe to incident notifications on the Change Healthcare status page at https://status.changehealthcare.com.
Feb 23, 2024 - 09:53 MST

Update - Change Healthcare (Optum) is working to resolve the outage affecting eligibility, claims, eRemittance, EDI Reports, enrollments, claim attachments, and claims status. They expect that resolution efforts will extend into tomorrow.
We maintain regular communication with Change Healthcare Account Representatives and hold daily meetings with them to ensure we have up-to-date information and to facilitate a smooth and efficient resumption of services as they become available.
Users can subscribe to incident notifications at the Change Healthcare status page at https://status.changehealthcare.com.
Feb 23, 2024 - 06:30 MST

Update - We are continuing to work on a fix for this issue.
Feb 23, 2024 - 06:28 MST

Update - Change Healthcare (Optum) is working to resolve the outage impacting eligibility, claims, eRemittance, EDI Reports, enrollments, claim attachments, and claims status. There is currently no ETA for when the incident will be resolved. Users can subscribe to incident notifications at the Change Healthcare status page at https://status.changehealthcare.com/.
Feb 22, 2024 - 11:26 MST

Identified - Change Healthcare (Optum) is currently addressing network issues that are impacting their services. AdvancedMD users may experience difficulties related to eligibility, claims, eRemittance, EDI Reports, enrollments, claim attachments, and claims status. Change Healthcare (Optum) has indicated that this disruption may persist throughout the day. Users can subscribe to incident updates at https://status.changehealthcare.com/.
Feb 21, 2024 - 13:40 MST

Update - Our third-party partner, Change Healthcare (Optum), is reporting a network interruption outage. Clients may be seeing issues with eligibility, claims, eRemittance, EDI Reports, enrollments, claim attachments, and claims status.
Change Healthcare (Optum) has set the expectation that the disruption could last throughout the day. Users can subscribe to incident updates at https://status.changehealthcare.com/.
Feb 21, 2024 - 11:20 MST

Update - We are continuing to investigate this issue.
Feb 21, 2024 - 09:52 MST

Update - We are continuing to investigate this issue.
Feb 21, 2024 - 09:43 MST

Investigating - Our third-party partner, Change Healthcare (Optum), is reporting a network interruption outage. Clients may be seeing issues with eligibility, claims, eRemittance, EDI Reports, enrollments, claim attachments, and claims status.
Change Healthcare (Optum) has set the expectation that the disruption could last throughout the day. Users can subscribe to incident updates at https://status.changehealthcare.com/.
Feb 21, 2024 - 09:37 MST

Practice Management (PM) Operational

Practice Management (PM) - Availity Integrations Operational

Claim Submission Operational

EDI Transaction Reports Operational

Practice Management (PM) - Change Healthcare Integrations Degraded Performance

Claim Attachments Degraded Performance

Claim Status Degraded Performance

Claim Submission Operational

Eligiblity Operational

eRemittance (ERA) Operational

EDI Transaction Reports Operational

EDI Enrollment Tracker Degraded Performance

Electronic Health Records (EHR) Operational

AdvancedMD Mobile Operational

Claim Inspector Operational

ePrescribing Degraded Performance

Fax Operational

Interoperability Operational

Interfaces Operational

ODBC Operational

3rd Party APIs Operational

Patient Engagement Operational

Patient Portal Operational

Patient Kiosk Operational

Online Scheduling Operational

Patient Messaging Operational

Reporting Operational

General Operational

Analytics Operational

Clinical Quality Reporting Operational

Telehealth Operational

Legacy Telemedicine Operational

Client Services Support Operational

Operational

Degraded Performance

Partial Outage

Major Outage

Maintenance

Scheduled Maintenance

May 1, 2024 SFTP Security Maintenance May 1, 2024 20:00-20:30 MDT

On May 1, 2024, between 8:00 pm and 8:30 pm MDT, AdvancedMD will upgrade our secure file transfer protocol (SFTP) system. As a part of this upgrade, we will be disabling support for older, insecure ciphers, ensuring security and reliability with our file transfer operations. We do not anticipate any service disruption during this upgrade.

In preparation for this update, we created a temporary URL for testing. You will be able to use your current SFTP credentials to access this URL and validate that your processes continue to work as expected. If you or your integration company wish to validate your SFTP connection prior to our security update, please email interops@advancedmd.com with “SFTP Server Validation” in the subject line to receive instructions.
Posted on Apr 24, 2024 - 13:23 MDT

Past Incidents

Apr 24, 2024

EHR: Intermittent Errors When Signing Notes

Resolved - This incident has been resolved.
Apr 24, 12:19 MDT

Monitoring - A fix has been implemented and we are monitoring the results.
Apr 24, 11:18 MDT

Investigating - We are currently investigating an issue where certain users encounter a permission error while signing EHR chart notes. Our technical teams are actively working to resolve this situation. Our Incident Managers will provide updates as additional information becomes available.

Some clients are reporting success signing notes by entering in their password manually. If you are experiencing an error when signing notes, please do the following:
1) Clear cache and cookies | Close browser
2) Log into EHR and pull up a Note you want to sign
3) Click Sign Note Button
4) Click Sign off Patient Note Prompt – Enter Password Manually and select "don't prompt again for this session
Apr 24, 10:14 MDT

[INC 3243] API Errors impacting claim transfer from Modernizing Medicine (EMA) into AdvancedMD

Resolved - This incident has been resolved.
Apr 24, 10:57 MDT

Monitoring - A fix has been implemented and we are monitoring the results.
Apr 24, 09:51 MDT

Investigating - We are investigating an issue where claims are not transferring from Modernizing Medicine (EMA) into AdvancedMD. Our technical teams are engaged and actively working with our API partner to determine a fix. Our incident managers will continue to provide updates as information becomes available.
Apr 24, 09:14 MDT

Apr 23, 2024

No incidents reported.

Apr 22, 2024

API Interface Users Experiencing Slowness In Responses From AdvancedMD Servers

Resolved - This incident has been resolved.
Apr 22, 11:07 MDT

Monitoring - The API latency is limited to a specific user interface. We continue to monitor results from the interface.
Apr 22, 10:05 MDT

Investigating - We are investigating an issue where API users are experiencing slowness (latency) in responses from the Advancedmd application servers. Our technical teams are engaged and actively working to resolve the issue. Our incident managers will continue to provide updates as additional information becomes available.
Apr 22, 07:55 MDT

Fax Service Interruptions and Degraded Performance

Resolved - Updox has reported that this Incident is resolved.
Apr 22, 08:05 MDT

Update - Updox continues to work through performance issues that may be impacting your ability to use AdvancedMD Fax. For those users who use the Updox standalone application, they are recommending users do not edit documents until the incident has been resolved.

Our incident managers will continue to monitor the situation and provide updates as they become available. Users can subscribe to incident updates on Updox’s status page at https://partnerstatus.updox.com/.
Apr 19, 13:36 MDT

Investigating - Our third-party partner, Updox, is currently reporting degraded performance and service disruptions that is impacting our clients’ ability to use AdvancedMD Fax.

For those who use the Updox standalone application, we recommend users do not edit documents until the incident has been resolved.

Our incident managers will continue to monitor the situation and provide updates as they become available. Users can subscribe to incident updates on Updox’s status page at https://partnerstatus.updox.com/.
Apr 19, 10:08 MDT

Apr 21, 2024

No incidents reported.

Apr 20, 2024

No incidents reported.

Apr 19, 2024

April 19, 2024 Emergency Maintenance - EHR

Completed - The scheduled maintenance has been completed.
Apr 19, 20:10 MDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 19, 20:00 MDT

Scheduled - On Friday, April 19, 2024, between 8:00 pm and 8:10 pm MDT, AdvancedMD will be conducting an emergency EHR maintenance. If you are logged into the EHR, you may be logged out during the maintenance window. Once the maintenance has finished, you will be able to log back in.
As always, we strive to make these necessary updates as seamless as possible. Thank you for your patience.
Apr 19, 16:55 MDT

Intermittent Errors When Logging into PM and EHR; Degraded Performance

Resolved - This incident has been resolved.
Apr 19, 13:32 MDT

Monitoring - A fix has been implemented and we are monitoring the results.
Apr 19, 12:41 MDT

Update - We have resolved the intermittent login issues. At this time, users should be able to successfully log into all our applications and successfully use APIs.

In addition, we have resolved most of the performance degradation issues. Our technical teams remain engaged and are working diligently to fully resolve the issue. We sincerely apologize for the impact this incident is having on our clients.
Apr 19, 11:06 MDT

Update - Users are also reporting degraded performance within AdvancedMD Mobile and Patient Kiosk. Our technical teams are actively working to resolve this situation. Our Incident Managers will provide updates as additional information becomes available.

For those experiencing issues logging in, some users are reporting success using the new login experience. This is accessible from the login page using “Try the new login experience” link.
Apr 19, 09:31 MDT

Update - We are aware that clients are also experiencing degraded performance throughout the EHR. Our technical teams are actively working to resolve this situation.

For those experiencing issues logging in, some users are reporting success using the new login experience. This is accessible from the login page using “Try the new login experience” link.
Apr 19, 08:57 MDT

Identified - The issue has been identified and a fix is being implemented. We sincerely apologize for the impact this incident is having on our clients.
Apr 19, 08:37 MDT

Investigating - We are actively investigating issues accessing the PM and EHR. Our technical teams are actively working to resolve this situation. Our Incident Managers will provide updates as additional information becomes available.
Apr 19, 07:26 MDT

Apr 18, 2024

April 18, 2024 Required Maintenance

Completed - The scheduled maintenance has been completed.
Apr 18, 21:57 MDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 18, 20:00 MDT

Scheduled - AdvancedMD will be undergoing maintenance on Thursday, April 18, 2024, between 8 pm and 11:59 pm MDT. As always, we strive to make these necessary updates as seamless as possible. However, you may experience periodic service interruptions during the maintenance release window.
Apr 11, 19:45 MDT

Updox Outage: Users are unable access AdvancedMD Fax

Resolved - This incident has been resolved.
Apr 18, 13:57 MDT

Investigating - Our third-party partner, Updox, is currently experiencing an outage that impacts our clients’ ability to use AdvancedMD Fax. Our incident managers will continue to monitor the situation and provide updates as they become available. Users can subscribe to incident updates on Updox’s status page at https://partnerstatus.updox.com/.
Apr 18, 11:12 MDT

Claim Inspector Processing Delays

Resolved - This incident has been resolved.
Apr 18, 09:10 MDT

Monitoring - A fix has been implemented and we are monitoring the results.
Apr 18, 08:56 MDT

Investigating - The Claim Inspector module is currently experiencing delays processing claims. Our technical teams are engaged and actively working to resolve the issue. Our incident managers will continue to provide updates here as additional information becomes available.
Apr 18, 07:52 MDT

Apr 17, 2024

Unresolved incident: Change Healthcare (Optum) Outage.

Apr 16, 2024

Apr 15, 2024

No incidents reported.

Apr 14, 2024

No incidents reported.

Apr 13, 2024

No incidents reported.

Apr 12, 2024

No incidents reported.

Apr 11, 2024

No incidents reported.

Apr 10, 2024

No incidents reported.