| System Remedies Implemented for STEPS Related to Primary Entity Contact Data and EO 46 Reporting; Guidance Issued for Users STEPS System Remedies Implemented and Live Phone Support; User Guidance Issued HHSC is aware that some users of the new State of Texas Electronic Provider System (STEPS) have experienced difficulty viewing their associated entities. External users informed HHSC of the issues. HHSC has worked with providers to identify two additional issues that may have impacted STEPS users' ability to assign a preparer or financial contact (FC) and save their data. In addition, HHSC has established live phone support for STEPS-related matters. General User Access: - Primary Entity Contacts (PECs) were not correctly aligned in the Provider Enrollment Management System (PEMS) for the Quality Incentive Payment Program for Nursing Facilities (QIPP). The original data integration was using the preliminary eligibility file, rather than the most current PEC from PEMS. HHSC implemented system updates to address the issue on Tuesday, Feb. 17, 2026.
- We identified that if the PEC was assigning a preparer or FC and the case did not match, then the assignment was not reflecting for the preparer or FC in STEPS. HHSC implemented a system update to remove the case sensitivity restrictions on Tuesday, Feb. 17, 2026. However, the PEC will need to reassign the FC and preparer for the update to reflect in the system.
- HHSC was notified by external users who were unable to save records because the system exceeded the daily limit of 5,000 emails sent. We extended our capacity and controls on Thursday, Feb. 19, 2026, to prevent this problem from occurring. You can now go back into STEPS and save the records successfully. As a result, some users were able to receive a successful submission message, but their report still shows "Submission in Progress"; these users will need to resubmit their report now that the issue has been resolved.
- Live Support Line 1-737-86-STEPS (78377): In an effort to continually improve user support, HHSC created a dedicated phone support number that will be staffed on business days from 9 a.m. to 4 p.m. beginning on Friday, Feb. 20, 2026. Through this support line, HHSC can create a ticket for user assistance, answer frequently asked questions, and assist you with any immediate matters. We look forward to continuing to support the use of STEPS.
HHSC continues to work with providers who have submitted tickets to identify any system defects or user experience matters that may delay the provider's completion of enrollments. HHSC expresses our sincere appreciation to the providers and enrollment preparers who submitted tickets to HHSC to identify the system issues. We are working through the tickets as quickly as possible. However, our ticket responses are taking longer than our preferred two-day turnaround because these issues affect a large population. We are addressing them in the order they are received. Additional information about STEPS can be found on the HHSC Provider Finance website, including information on how to submit a ticket to request assistance or report any user issues. | | | |
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