Monday 6/6: 6am – 9pm
Tuesday 6/7: 6am – 8pm
Wednesday 6/8: 6am – 8pm
Thursday 6/9: 6am – 8pm
Friday 6/10: 6am – 9pm
Saturday 6/11: 6am – 9pm
Sunday 6/12: 3pm – Monday 9pm
When creating an Incident ticket, please keep in mind that the KEES Help Desk Staff will need to attempt recreating the issue that is being reported. Therefore, providing sufficient and accurate information in the ticket will help to offer the KEES Help Desk Staff a better understanding of the issue being reported, and will result in a more timely response to the user.
The current KEES Issue Templates for both Medical and Non-Medical can be found on the KEES Repository. Please complete and submit your issue on the appropriate template either in a Word or Excel format. Do not submit via PDF as PDF files cannot be copied/pasted into a ServiceNow ticket.
Here are some helpful reminders when submitting issues:
The KEES Issue Template should be filled out for ALL issues reported.
Do not include PII (ie: SSN, DOB, full name) in either the template or any screenshots.
Be descriptive with the Short Description of your issue. This is extremely helpful when we are troubleshooting the numerous tickets reported daily. Try to refrain from using generic descriptions like ‘Incorrect Determination’, ‘EDBC Issue’, ‘Incorrect NOA’, ‘Review Due Date’, etc. The following examples could be used as alternatives: ‘PA should be eligible for CTM, instead of being Denied’, NOA is missing Denial for PA’, ‘Review Due Date did not update after EDBC’, etc.
Be specific when answering the questions on the template. When we ask what the expected result was, a response of “for it to work”, while funny, isn’t overly helpful. We do understand the frustration that users experience when running into issues and it is our goal to assist the user in overcoming the issue. We cannot be helpful when inadequate details are provided.
If you are reporting an incorrect EDBC result, please do not Accept and Save the EDBC in the hopes that we can correct it later.
Internet Explorer (IE) will no longer be supported effective June 15, 2022. KEES and Perceptive Content (formerly ImageNow) are being updated to support the use of Edge, Chrome, and Firefox browsers on June 4, 2022. As of June 6, 2022, you should begin using one of these other browsers for KEES and Perceptive Content.
If you choose to continue using IE after 6/04/22, there is a workaround for Perceptive Content that will need to be used for pulling the case information into Perceptive. Perceptive will be unable to locate the Case Name and Case Number unless the information is showing on the screen when attempting to scan to Perceptive or use IN Printer. Before starting the scan, you will need to make sure you scroll all the way to the top of the Case Summary page so that the Case Name and Case Number are visible on the screen.
If not, and you scroll down on the Case Summary page so that you can no longer see the Case Name and Case Number that display up in the blue Case Header, you will get an error saying that Perceptive Content cannot find the KEES Case Summary page. If you get this error, click ok, and then scroll back up to the top so that the Case Name and Case Number are visible on the screen and try again.
Your IT staff will be communicating the browser changes and pushing out a new default browser in support of IE going unsupported.
If you have issues with KEES or Perceptive Content, please put in a ServiceNow ticket with the KEES Help Desk. For any other systems and browser support, please reach out to your agency IT department with an EBIT ticket.
The Experience web version of Perceptive Content will be updated to comply with CMS guidelines of a 15 minute timeout session. On June 4, 2022, Experience will begin using a 15 minute timeout. For any unactionable functions that last for 15 minutes, the system will automatically log the user off. This time does not include scrolling or clicking on the page. It must be an actionable function to keep the system from timing out.
The Help Desk has received tickets reporting that KEES is not updating a member’s status from Denied to Pending when reading the Prior Medical months. Please remember that when you are removing already Denied Prior Medical months, in order to read them to place a member back into Pending status, you must save all your changes as you do them. After deleing the months from the Medical Person Detail page, you need to click on the Save and Return button to save theses changes prior to reading the months. If you delete the Prior Medical months, read them, and then click the Save and Return button the member will remain in Denied status on the Medical Person History page.
Meddata and Meddata Cardon Outreach have informed us that they will be changing their name to Elevate Patient Financial Services. The Resource Databank will be updated accordingly for all of the corresponding IDs. Until this is completed, staff may see both names in KEES, and should continue to use the approved IDs. If the ID still reflects the old name, this is ok, and the name will be changed when that Resource ID is updated.
Final KDHE Processing Deadlines - Fiscal Year 2023 has been updated and can be found on the KEES Repository under Other Helpful Information.
DCF Processing Deadlines – Year 2022 have been updated and can be found on the DCF Intranet under Policy and Procedures and in the KEES Non-Medical User Manual.
Call Center Phone Number: 844-723-5337
KEES Help Desk Email: KEES.HelpDesk@ks.gov
KEES Tier 1 Email (Access Issues Only): KEES.Tier1@ks.gov
KEES Repository KEES User Manual - Medical KEES User Manual - Non-Medical
The information contained in the KEES Dispatch is for internal use only.