NOTE: The new AssureCare call center for Care and Case Management can be contacted at 1-888-235-6944, 8:00 a.m. - 5:00 p.m. MT, Monday through Friday. Refer to the Care and Case Management FAQ web page for more information.
Printable PDF: Known Issues with Screenshots
Jump to Known Issue by Screen
- Activity Log Screen
- All Screens
- Appeals/Critical Incident Reporting Systems (CIRS) Screen
- Bridge Errors
- Care Plan/Service Plan Screens
- Case Management Tab
- Demographics Screen
- Financial Tracking Screen
- Health 360 Screen
- Member Search Screen
- Provider Search
- Reporting Tab
- Search and Add Screen
Jump to Resolved Known Issues
Activity Log Screen
Missing Activity Logs
When adding new activity logs via the "+ New" and the "+ Add New Activity Log" options on the upper banner menu, users are not required to populate member information before saving. If member information is not entered, then the activity log will not be associated to any member record and Case Managers will not be able to access it.
Interim Solution: Users should discontinue using the "+ New" and the "+Add New Activity Log" options to add Activity Logs. To add a new Activity Log, navigate to the associated member's profile and then navigate to the "Activities" tab. Navigate to the "Activity Log Screen" and click the blue "+ New Activity Log" button to ensure that the Activity Log is linked to the member and can be accessed later.
A resolution is in process.
All Screens
CCM System features may disappear when the browser screen size is changed
Some users are experiencing the disappearance of system features when changing the size of the browser window.
Interim Solution: Adjust the zoom setting on the browser window (set to 100%) and change the browser window size.
A resolution is in process.
Provider “County” search result is empty
When a user attempts to locate a provider using “County” as a search criterion, the search result returns empty.
Interim Solution: Use any of the other search criterion excluding County, such as Org Details, Type, Intensive Supervision Program (ISP), Network, or Line of Business (LOB).
A resolution is in process.
Appeals/Critical Incident Reporting Systems (CIRS) Screen
Entered and saved CIRS are not visible and/or are not associated with a member
Users are not able to locate a CIR that has been entered and saved. Some users are able to locate the CIR by the CIR number but it is not associated with a member or is not visible in the member's record when the CIR is entered using the "+ New" > "+ Add New Critical Incident" option on the banner menu.
Interim Solution: Users may discontinue use of the "+ New, + Add New Critical Incident" option on the banner menu. Add all new CIRs by searching for the associated member and then navigating to the "Appeals/CIR" Tab > "Incident Management Screen" on their member record.
A resolution is in process.
Program Name unavailable without a program card on file.
Users are unable to select a Program Name when they attempt to insert an appeal record for a Developmental Disability/Developmental Delay Determination Denial without a program card on file.
Interim Solution: The user may select “Service Appeal” as the type, leave the Program Name as “-Select-” and Appeal Program as the prospective program. In the Comments box, the user may enter either “Developmental Disability Determination Denial” or “Developmental Delay Determination Denial”.
A resolution is in process.
Security Restrict Access field settings affect access to the Critical Incident Reporting System (CIRS)
The “Restrict Role Access” and “Restrict User Access” fields display and become enabled when “Yes” is selected. Users who select “Yes” may then restrict role access to those that are allowed to view the Critical Incident Report (CIR) and specify users that are allowed to view the CIR. If a user manually restricts the CIR to roles/users that do not include themselves, they will be unable to view the CIR upon completion.
If “No” is selected, the CIR will automatically toggle the "Security Restrict Access" to “Yes” and set the "Restrict Role Access" to “CIRS-CMA, CIRS-HCPF, CMA Supervisor, State Administrator” upon saving. It will also automatically set the Restrict User Access to “default;username.” The username is based on the user that created the CIR and ensures that the user who created the CIR will be able to view it, even if they do not have one of the roles above.
A resolution is in process.
Multiple “Critical Incident Reporting Systems (CIRS)-Further Incident Information” Assessments
Multiple entries can be completed per incident.
Interim Solution: Include the first “CIRS-Further Incident Information” assessment in any report.
A resolution is in process.
HCPF Review Assessment can be reopened, modified and saved in error
Interim Solution: Do not reopen a HCPF Review Assessment. If a user reopens the assessment close it without modifying and saving.
A resolution is in process.
System will not send a task to case managers when HCPF Reviews for Critical Incidents are reopened and recompleted to indicate that follow-up is needed.
A task prompt indicating that follow-up is required should occur after a HCPF Review assessment is saved and then reopened to complete the assessment again.
Interim Solution: Users must verify that the HCPF Review Disposition is correctly populated before saving if “Additional Follow-Up Needed” or “Serious Incident Requiring Immediate Follow-Up” is needed.
A resolution is in process.
System requires case managers to respond when HCPF Reviews for Critical Incidents that require follow up are saved without all necessary information
Users experience an inaccurate prompt by the CCM System to respond to a HCPF Review Follow-up Request when the HCPF Review is saved for the first time, regardless of whether the user has included all necessary information. This System prompt should only come after all information is included and the HCPF Review Follow-up Request is completed.
Interim Solution: Users should not start a HCPF Review for Critical Incidents assessment until they have all necessary information, and only save the review if they intend to complete it immediately.
A resolution is in process.
Bridge Errors
Bridge Error B050 - Goal Not Present from CCM
This error message reads “Goals not attached to service” and the resolution states “A goal was identified in the goals tab as being supported by HCBS in client information panel. Please identify and link the goal to the appropriate service line item in the PPA”. This error is related to Goals.
Solution: This error is resolved by logging out of the bridge and logging back in.
Bridge Error B098 - Goal Not Present from CCM
The message for Error Code B098 reads “goal not present from CCM” and the resolution states “at least one goal must be present from CCM that falls within the cert period for the PPA”. This error occurs when the Case Manager creates a Care Plan on the same Cert Span as the one that is system generated, or when Care Plans are saved with incomplete goal information, or when a Care Plan is manually created before the system generates the Service Plan and Care Plan. Voiding or updating the Care Plans does not appear to resolve this issue.
A resolution is in process.
Care Plan / Service Plan Screens
Assessment/Support Plans: SERVICE PLAN version history unavailable
When updates are made to the Assessment/Support Plans: SERVICE PLAN ("Legacy Service Plan" which is nested on the Service Plan card) users can not view previous versions.
A resolution is in process.
Care Plan and Service Plan not generating
The Care Plan and the Service Plan do not appear on either related screen when the Job Aid has been followed.
Interim Solution: Call CCM Support Center (888) 235-6944 or send an encrypted email to ccmsupport@assurecare.com.
A resolution is in process.
NOTE: To request support for a CCM system issue, also see the FAQs and Known Issues web pages.
Care Team Screen
Past care providers are not stored on the Care Provider screen
Users should be able to store past care providers on the Care Provider screen.
A resolution is in process.
Case Management Tab
Member program cards closed inadvertently
Member program cards were closed inadvertently after a member LOB Insurance file sent by Colorado Benefits Management System (CMBS) was loaded into the Care and Case Management (CCM) system on 10/21. Some program cards were closed even though there was no lapse of health coverage.
Interim solution: Case Managers can update the program status to its previous value and remove the closure date and closure reason when invalid.
A resolution is in process.
Assessments disappear when an invalid date is entered
Assessments disappear if a user enters an invalid date in the “Held Date” or “Verified Date” fields at the top of the assessment. An example of an invalid date is 8/9/0023. The valid date should be 8/9/2023.
Interim Solution: Users may send an encrypted email to ccmsupport@assurecare.com with a short description that reads, “Missing assessments on the Assessment/Support Plans tabs”. Include the correct Verified Date and Held Date in the body of the request.
NOTE: To request support for a CCM system issue, also see the FAQs and Known Issues web pages.
A resolution is in process.
The “copy button” on the 100.2 assessment is available but does not copy data
Solution: Do not use the “copy” function. Create a new 100.2 assessment and re-enter all assessment answers. Users may use the copy and paste function to move narrative text from the previous 100.2 to the current one.
Long Term Care (LTC) Waiting List fields are not available to edit after saving
The Priority Enrollment Requested field, and the Placement Date & Time field are not available to edit after saving the screen.
Interim Solution: Use the three-dot menu to send a task to HCPF staff (Mary Stuckwisch – User Name stuckmar1) if a priority enrollment is requested, a review is needed or if any other update is needed to a read-only field.
A resolution is in process.
Waiting List – Behavior for duplicate waiting list(s) differs depending on whether the Priority Enrollment Requested field is populated or not
If the Priority Enrollment Requested field is not populated and a duplicate waiting list is entered and saved, the system will automatically void the waiting list entry. If the Priority Enrollment Requested field is populated, and the user creates and saves a duplicate waiting list record, the system will not allow it to be saved and a red box error is generated.
Solution: Be aware of the differences in system functions.
Waiting List – Adjusting the due date of Waiting List Review Tasks does not change the due date of subsequent related tasks
Interim Solution: Manually enter the due date of every subsequent Waiting List Review Task to the desired date when the task appears in the work queue.
A resolution is in process.
Unable to print legacy assessments
Users should be able to generate printouts for legacy assessments on the Assessment screen.
A resolution is in process.
Demographics Screen
Member Contacts 'Phone#' field only accepts 7-digit numbers when the area code entered is "310"
Phone # fields should always accept 10-digit phone numbers. However, when users attempt to enter a Phone # that starts with a 310-area code the system is only allowing users to input 7 digits.
Interim Solution: Enter first 7 digits of the 310-area code phone number in the "Phone #" field and then enter the last 3 digits in the "Phone Ext. field". If attempting to enter a home phone number for a contact, use the "Other Phone #1" field to enter the first 7 digits and then use the associated "Extension (Ext.)" field to enter the last 3 digits, as the "Home Phone #" field does not have an associated "Extension (Ext.)" field.
A resolution is in process.
Full name shown in First Name field of Demographics Contact screen
Both the first name and last name are displayed in the First Name field. The Last Name field is blank.
Interim Solution: Add the last name to the Last Name field. Delete the last name from the First Name field.
A resolution is in process.
Communication preferences on the Profile Summary do not save
Users should be able to save their communication preferences options on the Profile Summary screen.
A resolution is in process.
Member Population field on Profile Summary should not display
The Member Population field on the Profile Summary screen should not be visible to users.
A resolution is in process.
Financial Tracking Screen
Time Tracking Billable Units default to 0 or -1
When the Start and End times are less than 15 minutes and greater than 7 minutes, the Time Tracking Billable Units should be “1”. The system is reverting the Billable Units and the Total Units to 0 or -1 instead of 1.
A resolution is in process.
Health 360 Screen
Diagnosis and Medication Records not migrated
Not all Diagnosis and Medication records have been migrated to the CCM.
Interim Solution: To view past Diagnoses and Medication Records for a member please reference the Benefits Utilization System (BUS) and interChange. Data migration will occur with the migration of Claims, but a date has not been determined.
A resolution is in process.
Health 360 Medications Field(s) are visible to inappropriate users
The Direction for Use, CMS Formatted Directions and Reconciliation Date fields should be hidden for all Gainwell CCM Security Roles.
Interim Solution: Disregard these fields.
A resolution is in process.
Incident Management tile is visible when no data is populated
This tile should not be visible if there is no critical incident information available.
Interim Solution: Disregard the Incident Management tile when visible with no data.
A resolution is in process.
Member Search Screen
Previous Case Management Agencies (CMAs) Appearing in CMA Column on Member Search Result Screen
Previous CMAs that were end-dated on the Care Providers screen as a part of Case Management Redesign are appearing in the "CMA" column instead of the "Previous CMA, End Date" column.
A resolution is in process.
Assessments created on duplicate member records
When assessments are created on duplicate member records (without Medicaid IDs) they are not connected to the interChange and will not sync. The department is testing a resolution to link duplicate records that will not require case managers to reenter the assessments.
Solution: Always search by Medicaid ID on the global Member Search screen to ensure that duplicate records are not created. Use the blue magnifying glass icon at the top of the screen to verify that no record exists in the CCM System for that member before adding a new member record on the Search and Add screen. For additional information on searching and adding a member to the CCM system, see the Search or Add a Member job aid. To ensure changes to the record are only made on the interChange synced record, do not enter a new member record using the Search and Add function if that member is located using the Member Search function (blue magnifying glass), even if access to the member is not provided via a link.
A resolution is in process.
Duplicate member records
Duplicate member records are created when a search is initiated on the Search and Add screen (without Medicaid IDs) and those duplicate records will not sync to the interChange.
Solution: Always search by Medicaid ID on the global Member Search screen to ensure that duplicate records are not created. Use the blue magnifying glass icon at the top of the screen to verify that no record exists in the CCM System for that member before adding a new member record on the Search and Add screen. For additional information on searching and adding a member to the CCM system, see the Search or Add a Member job aid.
A resolution is in process.
Provider Search
Auto-Set fields are removed when Provider Search is cleared
The "Include Non-Par and Inactive Providers" toggle must be set to “Yes” for the Provider Search to pull results. When the "Clear" button is pressed on the Provider Search screen the toggle is set to "No" which interferes with search results.
Interim Solution: Users should refresh the Provider Search page instead of using the “Clear” button, or users can manually reset the "Include Non-Par and Inactive Providers" toggle to "Yes" when updating the search criteria.
A resolution is in process.
Reporting Tab
Reports timing-out
Users are experiencing time-out errors when trying to run the following reports:
- Agency 05 – Critical Incidents by CIRS ID Report
- Agency 05 – Critical Incidents Report
- Agency 06 – Log Notes Monthly Summary by Type
- Agency 08 – Detailed Log Notes Report
- Department 11 – Total Enrollment by Program
A resolution is in process.
Assure Care continues to work on resolving the issue with running reports caused by the data migration of the 100.2. Support Requests do not need to be submitted for this issue.
Invalid value error while generating reports
Users are unable to run a report and receive an error message stating, “Default value or value provided for the report parameter ‘CaseManager’ is not a valid value” when entering a valid value on the Agency 04 – Waiting List Client Detail Report and the Agency 10 – Agency Transition Report.
A resolution is in process.
Assure Care continues to work on resolving the issue with running reports caused by the data migration of the 100.2. Support Requests do not need to be submitted for this issue.
Search and Add Screen
Medicaid ID not generating results when using the Search and Add screen.
When a user attempts to search by Medicaid ID on the Search and Add screen, the search result returns empty.
Interim Solution: Search by Medicaid ID on the Member Search screen.
A resolution is in process.
Resolved Known Issues
Resolved 4/17/24: Legacy Instrumental Activities of Daily Living (IADL) Printout formatting is not functional
The Legacy IADL Printout is formatted improperly. The letter is excessively long due to improper column widths and random blank spaces.
Issue resolved 4/17/24.
Resolved 4/17/24: Comment fields in the LTC Level of Care Eligibility Assessment (Legacy ULTC 100.2) are difficult for users to read due to text field format
Users may have difficulty reading content entered in the Comments fields in the Activities of Daily Living & Level of Care Determination within the LTC Level of Care Eligibility Assessment (Legacy ULTC 100.2) due to fields being formatted as text fields instead of text boxes.
Interim Solution: Users may generate a “Legacy 100.2 Assessment Printout” document to view the Comments content in a readable format. Click on the “Page Resources” drop-down triangle at the top right of the page, click the “+” button next to Documents tile, then click on the “Merge & Send” button. When a new screen opens click on “Mail” for the Legacy 100.2 Assessment Printout. Click “Next” on the Merge & Send screen. Click “Send” and the document will appear on the Documents tile. Click on the “View” button. To read comments, navigate to the appropriate section of the file using the arrows at the bottom of the screen.
Issue resolved 4/17/24.
The Physician Fax Number is a required field when it should be an optional field.
Interim Solution: Enter 000-000-0000 for Physician Fax Number.
Issue resolved 4/16/24.
Resolved 4/16/24: Referral Information is not hidden
Referral Information on the Program Summary Screen is not consistently visible to all users.
Solution: Enter any date in the required date field if the field is visible. All other fields can be disregarded.
Issue resolved 4/16/24.
Resolved 4/2/24: Waiting List – A program automatically closes if no appeal is initiated 60 days after the Mailed Date on the associated “LTC Not Eligible” correspondence
Interim Solution: Populate the “Mailed Date” with the same value as the “Letter Date” to initiate the automated closure feature. If the “Mailed Date” is not entered at the time of the letter creation, a user should manually close programs 60 days after the “Letter Date” of an “LTC Not Eligible” if no appeal is filed.
Issue resolved 4/2/24.
Resolved 4/2/24: Long Term Care (LTC) Waiting List English - Phone Number and Extension format is incorrect
Interim Solution: Type the number in the Phone Number field using the following format: 000-000-0000. In the Extension field, type number using following format: X 00000 or extension 00000.
Note: Users can enter phone number in 123-456-7890 or 1234567890 format and they will be merged properly on the letter. However, if other characters are used (alphabetic letters or other punctuation such as periods) it will interfere with phone number format.
Issue resolved 4/2/24.
Resolved 4/2/24: Future Review Date field does not save on the Waiting List
Users should be able to save a date in the Future Review Date field of the Waiting List.
Issue resolved 4/2/24.
Resolved 3/19/24: Incorrect access to confidential notes
Users should not be able to access a confidential note assigned to a different Case Manager.
Issue resolved 3/19/24.
Resolved 3/19/24: An enrollment capacity task incorrectly appears for the Home- and Community-Based Services (HCBS) Waivers Program card
Users may see an incorrect task that reads “HCBS Waiver Program approaching maximum enrollment capacity”. A task should not be generated. The generic HCBS Waiver Program card does not have a limited capacity.
Interim Solution: Disregard this task.
Issue resolved 3/19/24.
Resolved 3/19/24: Supervisory signature automatically merges on letters
Supervisors do not have the ability to review letter content before applying signature.
Interim Solution: Do not enter a name in the Manager field on the “Staff Profile” screen. This will prevent the supervisor’s signature from automatically generating onto the letter. When sending an 803/NOA letter, save the letter as a draft and send a task to the supervisor requesting a signature. The supervisor can access the draft letter in the CCM System, review and sign it. The supervisor can upload the approved and signed letter and send a task back to the case manager to mail the signed NOA letter. Agencies can operationalize the process to meet their needs, as long as the notice, with both signatures present, is maintained in the system and other NOA requirements are met.
Issue resolved 3/19/24.
Resolved 3/19/24: Notification message for Level of Care Certification date is incorrect
The notification message “Level of Care Certification Spans cannot exceed one year” is incorrect when the Level of Care Certification information date span is less than or equal to one year and the system automatically sets the “End Date” to the last day of the previous month of the previous year (calculated from Start Date).
Interim Solution: Disregard error message.
Issue resolved 3/19/24.
Resolved 3/18/24: No option in the Assessment Banner for Unscheduled Review
There is no option for users to select "Unscheduled Review" in the Blue Pencil Banner in the "Assessment/Event Type" field.
Interim Solution: Users can enter that a 100.2 is being completed for an Unscheduled Review in the "Event Type" field in the body of the 100.2 Assessment by selecting the radio button "unscheduled review."
Issue resolved 3/18/24.
Resolved 3/5/24: Allergy Code is not hidden for all Gainwell CCM security roles
This information should not be visible to vendor resources.
Interim Solution: Set Allergy Code field as a read-only.
Issue resolved 3/5/24.
Resolved 3/5/24: Red box error occurs during member search due to time-out
Users receive a red box error that reads “MC401: An error has occurred while retrieving the data for the search criteria” if the system has been idle when searching for a new member.
Interim Solution: Manually log out and log back into the system to complete the search.
Issue resolved 3/5/24.
Resolved 12/12/23: Staffing Date field within the Assessment/Support Plans: Service Plan Assessment should be labeled as the Service Plan start date
Interim Solution: Manually enter the Service Plan start date in the Staffing Date field.
Issue resolved 12/12/23.
This known issue is resolved and has been transitioned to an FAQ to be addressed via training. Please see the FAQ web page for current information.
Resolved 12/12/23: Personal Goal field is not available on Care Plan Goals screen
Interim Solution: Change the “Member Set” toggle to “Yes” for personal goal information.
Issue resolved 12/12/23.
This known issue is resolved and has been transitioned to an FAQ to be addressed via training. Please see the FAQ web page for current information.
Resolved 10/24/23: The Case Manager field in the member profile not displaying the Case Manager information
The Case Manager field in the member profile banner is not displaying information from the Care Team >> Staff Members screen, but is displaying the Case Manager(s) assigned to “Open” program(s). If a program exists and is “Open” but no Case Manager is assigned, the Case Manager field in the member banner is not populated. When there are multiple active programs with Case Managers assigned, the Case Manager from the most recently opened program will be populated in the member banner, followed by ",more".
This known issue is resolved and has been transitioned to an FAQ to be addressed via training. Please see the FAQ website for current information: https://hcpf.colorado.gov/care-case-management-faq
Issue resolved 10/24/23.
Resolved 10/24/23: Members with multiple Health Coverage records appear multiple times in Member Search results.
The system displays a member record multiple times if the member has multiple active health coverages.
Solution: Users may click on any of the duplicated member search results to be taken to the member profile. Users should validate that multiple results are in fact duplicates by comparing the member's Personal Identifiable Information (PII) to the member's search result.
This known issue is resolved and has been transitioned to an FAQ to be addressed via training. Please see the FAQ website for current information: https://hcpf.colorado.gov/care-case-management-faq
Issue resolved 10/24/23.
Resolved 10/24/23: Unable to edit existing contact information on Contacts Screen.
The system inaccurately prevents edits to existing contacts that were migrated from legacy systems
Solution: Users should copy the contact that they wish to modify, mark as “non-primary” and make the desired edits. After saving the new contact, the user can then go to the three dot menu and select the Void option to delete the original “primary” contact with the incorrect information. You will then be able to change the corrected “non-primary” contact to “primary”.
This known issue is resolved and has been transitioned to an FAQ to be addressed via training. Please see the FAQ website for current information: https://hcpf.colorado.gov/care-case-management-faq
Issue resolved 10/24/23.
Resolved 10/24/23: Rights Modification information is not available from legacy support plan
Interim Solution: Complete the Department-prescribed PDF outside of the CCM System and upload the PDF document onto the Service Plan under the Page Resources > Documents using the “+” button.
This known issue is resolved and has been transitioned to an FAQ to be addressed via training. Please see the FAQ website for current information: https://hcpf.colorado.gov/care-case-management-faq
Issue resolved 10/24/23.
Resolved 10/24/23: Service Plan screen offers the option to “Sign” from the three-dot menu
The functionality to “sign” Service Plans is not available.
Solution: If this option is selected then the following message appears: “There is no active signature configuration available for this item.” Close the message box, continue work and use the merge and send function to send the Support Plan Signature Page to collect signatures.
This known issue is resolved and has been transitioned to an FAQ to be addressed via training. Please see the FAQ website for current information: https://hcpf.colorado.gov/care-case-management-faq
Issue resolved 10/24/23.
Resolved 10/24/23: Service Plan fields appear to be available to edit
On the Service Plan screen, Description and Total Cost of Services and Budget fields should be read-only and appear grayed-out.
Solution: An error message will be generated when the Description is changed, and data will not be saved if an attempt is made to change data in the Description field. The data in the Total Cost of Services and Budget fields will revert to the original amount if an attempt is made to change data.
This known issue is resolved and has been transitioned to an FAQ to be addressed via training. Please see the FAQ website for current information: https://hcpf.colorado.gov/care-case-management-faq
Issue resolved 10/24/23.
Resolved 10/24/23: Incident Reporting not generating results when clicking on search without any criteria
When a user attempts a general search with no specific criteria for Incident Reporting, the search result returns empty.
Solution: Specify at least one criterion (e.g., Incident Number, Status, Severity, Incident Type, Provider/Facility, Victim Name, Internal Investigator).
This known issue is resolved and has been transitioned to an FAQ to be addressed via training. Please see the FAQ website for current information: https://hcpf.colorado.gov/care-case-management-faq
Issue resolved 10/24/23.
Resolved 10/24/23: Finding existing members within the Care and Case Management (CCM) System
Some users may create duplicate members in the CCM System by using the "+Search and Add" feature ahead of using the blue magnifying glass icon.
Member Search - Use Blue Magnifying Glass
The blue magnifying glass icon is located at the top right of every page. Use this method first when searching for a member.
+Search and Add
Only use when a member cannot be found using the Blue Magnifying Glass Option and it has been confirmed that the member does not have a valid Medicaid ID in any Department system.
- Do not use this screen if a member is simply assigned to another agency. It will create duplicate members in CCM.
- There is not a sync or a duplicate member merge feature available to correct this issue.
Contact HCPF_OCLSystemApplications@state.co.us for access to a member record that doesn’t have a current agency assignment.
- Send only the member’s Medicaid ID in an unencrypted email.
- Do not send the member’s name, Social Security #, or Date of Birth.
- The case manager will be contacted if additional information is needed.
Failure to perform this validation work may result in duplicate member data in the CCM System, and possible, future re-entry of member information and data.
This known issue is resolved and has been transitioned to an FAQ to be addressed via training. Please see the FAQ website for current information: https://hcpf.colorado.gov/care-case-management-faq
Issue resolved 10/24/23.
Resolved 10/24/23: All Assessment screens under “Blue Pencil” editable fields do not offer suitable selection options
Users are offered default settings in the “Assessing Agency” field and the “Assessment Reason” field in all Assessments that contain the “Blue Pencil” icon for editable fields. The default settings may not provide the variety of answer options a Case Manager requires.
Interim Solution: Users should leave the “Assessing Agency” field and the “Assessment Reason” field blank.
This known issue is resolved and has been transitioned to an FAQ to be addressed via training. Please see the FAQ website for current information: https://hcpf.colorado.gov/care-case-management-faq
Issue resolved 10/24/23.
Resolved 9/18/23: Member Search timing-out
Users are experiencing delays and time-outs when trying to search for members.
Solution: A fix was implemented to address delays and time-out issues with Member Search. Users should not experience delays longer than 3 seconds. Users may call CCM Support Center (888) 235-6944 or send an encrypted email to ccmsupport@assurecare.co if Member Search functions take longer than 3 seconds to complete.
Issue resolved 9/18/23.
Resolved 9/11/23: Long Term Care (LTC) Functional Ability Approved Date field not merging
The Level of Care (LOC) Assessment Date on the “LTC Functional Ability Approved, English” letter is not merging for members that do not currently have a 100.2 assessment in the CCM System.
Interim Solution: Use the Notice of Action (803) forms instead of merging letters until the 100.2 assessments are available. This issue will be resolved when the 100.2 assessments from the Benefits Utilization System (BUS) have been migrated into the CCM System.
Issue resolved 9/11/23. Note: Continue to use the Notice of Action (803) forms.
Resolved 9/11/23: Data migration delay is affecting revisions to Service Plans created in the Benefits Utilization System (BUS)
Migration of Service Plans created in the BUS has been delayed. Although Service Plans are visible in the BUS, they are not visible in the Care and Case Management (CCM) System. Revisions to Service Plans will not be possible until the data migration is completed.
Interim Solution: For members who require a revision to an active BUS Service Plan that has not yet migrated to the CCM System, the case manager may complete the service revision to the Prior Authorization Request (PAR) in the Bridge, document revision details and obtain signatures on the Service Plan Signature Page, and document the revision in the CCM Activity Log. The case manager may upload the completed, signed Service Plan Signature Page to the CCM System and provide a copy to the member and service providers, as applicable.
For members who have completed a portion of the process (e.g., ULTC 100.2) in the BUS and who still need to complete other steps in the process (e.g., IADL and/or Legacy Service Plan) in the system, step-by-step instructions will be available to case managers on the Known Issues web page under the Case Manager tab once a resolution is announced and posted.
Issue resolved 9/11/23.
Resolved 8/25/23: Contacts screens in the CCM System do not display contact telephone information
The contact telephone number fields do not display on the contacts screens.
Interim Solution: Users may visit the Benefits Utilization System (BUS) or the DDDWeb for historical information. Users may also record contact information in the member demographics under Profile. Users should select source as “other”.
Issue resolved 8/25/23.
Resolved 8/7/23: Billable Units field on Time Tracking screen reverts to “0” when “All” option is selected
Some users see “0” when they select "All" from the Billable Units drop-down on the Time Tracking detail screen.
Interim Solution: Users should not select “All” on the drop-down option for Billable Units. If all units in the Time Tracking record are considered billable, users may select the appropriate numeric value that matches the “Total Units” value.
Issue resolved 8/7/23.