AHCA BA Known Issues

Known Issues

Below you can find a list of the top current known technical issues and recently resolved issues within the Tellus EVV app and portal. This page will be updated frequently as fixes are made and new issues are reported.

Known issues page content update: 1-18-2021



Issue Summary: Error received when clocking out on Mobile App

Provider Impact: Providers are intermittently unable to clock out and/or start their next visit

Resolution ETA: 01/19/2021

Status: Open

Issue Date: 1/5/2021

Master Ticket Number: T2S-3255, T2S-3377

Resolution: Provider Action - Visit can be completed in the Tellus Admin portal which will allow the provider to start next visit.

Resolution: Tellus Action – Release HotFix to remove errors clocking out.




Issue Summary: Error when releasing claims

Provider Impact: When releasing claims, users receive Common Exception error messages

Resolution ETA: TBD

Status: Open

Issue Date: 12/22/20

Master Ticket Number: T2S-3213

Resolution: Provider Action - The user can click “OK” and continue processing claims. Refresh worklist after releasing claims to verify claims were released.




Issue Summary: Claims denied due to missing rendering provider

Provider Impact: Claims are denied at payer portal (FLMMIS) due to missing rendering provider

Status: Resolved on 1/13/2021.

Issue Date: 1/7/2021

Master Ticket Number: T2S-3294

Resolution: Tellus resubmitted the claims on 01/13/2021 on the providers’ behalf. No provider action required.




Issue Summary: Rejected claims due to EDI Error N4

Provider Impact: Provider will see claims in Rejected status with an N4 indicator in error message.

Status: Resolved on 1/13/2021.

Issue Date: 12/29/2020

Master Ticket Number: T2S-3208

Resolution: Tellus resubmitted the claims on 01/13/2021 on the providers’ behalf. No provider action required.




Issue Summary: Provider will see claims in Rejected status with an N4 indicator in error message.

Provider Impact: When searching worklist for claims they do not appear. Looking at the same visit in visit tab an error appears that will not allow the visit to move to worklist for release.

Resolution ETA: Ongoing

Status: Open

Issue Date: 1/13/2021

Master Ticket Number: T2S-2023

Resolution: Provider Action - Submit Tellus customer support ticket and reference Master Ticket Number. Tellus will investigate error and fix visits so it will move to worklist

Resolution: Tellus – Fix all visit errors proactively




Issue Summary: Receiving errors when trying to save visit

Provider Impact: Users unable to edit and save a visit. Users receive an error messaging when trying to save all reoccurring visits.

Resolution ETA: TBD

Status: Open

Issue Date: 1/13/2021

Master Ticket Number: T2S-1629

Resolution: Provider Action - Submit Tellus customer support ticket and reference Master Ticket Number




Issue Summary: Slow system speed when releasing claims.

Provider Impact: When releasing claims, the system processing slows down. Depending on how many claims are being released, it can take several mins for the page to refresh.

Resolution ETA: TBD

Status: Open

Issue Date: 1/11/2021

Master Ticket Number: T2S-2003

Resolution: Provider Action - Submit Tellus customer support ticket and reference Master Ticket Number



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