Update - Change Healthcare outage update as of 3/18/2024

As Change Healthcare’s Eligibility, Claims, and ERA transactions continue to be down for the third week, we have been working with Change Healthcare to better understand the timeline for reestablishing connections to submit claims, check eligibility, and receive ERA transactions for all affected payers.

By the end of the week, we expect Change Healthcare’s largest clearinghouse, Relay Exchange, will be back online. Reconnection will begin with providers, including Assurance customers, channel partners and other clearinghouses, to enable claim submission to payers. Claims prepared in Assurance will not be released to payers until this happens. We will provide further updates once we understand how our clearinghouse partners are impacted by this reconnection.

Currently, Tebra is not included in the reconnection phase planned for this week, but we continue to work closely with Change Healthcare to establish a clearer timeline for reconnecting services. We are also working with Trizetto to continue to identify alternative routes to submit claims. Trizetto has been successful in routing claims traffic for additional payers, which we have updated in our list of impacted payers (https://tebra.co/change-impacted-payers). Please refer to the list of impacted payers (https://tebra.co/change-impacted-payers) to view the latest updates from Trizetto regarding the payers they’ve successfully rerouted.

For legacy customers with electronic payer connections through Capario that are considering transitioning enrollments to Trizetto, please note we are experiencing a higher volume of enrollment requests due to the Change Healthcare outage. This may lead to longer enrollment processing times, which may delay your ability to submit claims or receive ERAs. We are doing our best to review and submit the enrollment requests that are being received as a result of this outage

Mar 18, 2024 - 19:08 PDT
Update - Updates as of 3/14/2024 - Updates regarding Change Healthcare outage and Payer Communication

(Critical) Payer Communication:

As Change Healthcare’s Eligibility, Claims, and ERA transactions continue to be down for the third week, we have seen an influx in payer communications instructing providers to re-enroll for transactions through their portals. While this process could unlock the ability to manually submit claims, pull down EOBs, and manually check Eligibility, these re-enrollment processes will cause disruptions that will create a lasting impact to practice operations, beyond when the Change Healthcare systems come back online. It’s Tebra’s recommendation to our customers to please disregard these instructions, unless absolutely required, as it will sever the ties between your Practice Management application and the payer systems. Please note, if you complete a portal enrollment, a new enrollment through any clearinghouse will be required to reestablish electronic transmission of Claims, Eligibility, and Remittance files. If you have already completed these enrollments, a new enrollment request will need to be submitted once payer connectivity is reestablished. Please refer to the following help article (https://helpme.tebra.com/Tebra_PM/04_Settings/Electronic_Data_Interchange_(EDI)_Enrollment/Enroll_for_Electronic_Insurance_Services) for more details on Enrollments.

Change Healthcare Status Update:

Change Healthcare is preparing to test and reestablish connectivity the week of March 18th. At this time, we do not know the Claim or ERA experience for transactions that had not made it through the processing lifecycle at the point their systems went offline. At this time, we recommend that customers prepare for mass rebill actions for denied claims, appeal processes for timely filing limits, and an abundance of missing ERA/payment reconciliation efforts.

Tebra has a scheduled call with Change Healthcare’s executive leadership team on the afternoon of March 15th. We hope to have a more comprehensive update for our customers after that meeting.

Mar 14, 2024 - 17:00 PDT
Update - UPDATE AS OF 3/12/2024 - We have some important updates to communicate today:
Trizetto was able to complete the connection for Payer ID 22099 (Blue Cross Blue Shield of New Jersey - Horizon). For our clients who leverage Trizetto (Gateway EDI) as their clearinghouse, any outstanding and/or rejected claims should be resubmitted.

The Centers for Medicare & Medicaid Services (CMS) announced new advanced payment financial assistance programs for providers whose revenues were impacted by the Change Healthcare cyberattack. Providers are eligible for 30 days of Medicare payments based on the total claims paid to the provider/supplier between August 1, 2023, and October 31, 2023, divided by three. You can learn more about the program details as well as the associated fact sheet: https://www.cms.gov/newsroom/press-releases/cms-statement-continued-action-respond-cyberattack-change-healthcare

Additionally, CMS announced today that they have extended the data submission period for the Merit-based Incentive Payment System (MIPS)-eligible clinicians who participated in the 2023 performance year of the Quality Payment Program (QPP). Data can now be submitted and updated until 8pm ET on April 15, 2024. You can visit https://qpp.cms.gov/ to learn more.

Change Healthcare announced that they expect to begin testing and reestablish connectivity to their claims network and software on March 18, restoring service through that week. You can read more about their announcement here: https://www.unitedhealthgroup.com/ns/changehealthcare.html. We expect that once their service is restored, it may take additional time for workflows to resume to their normal working conditions. We remain in contact with Change Healthcare and Trizetto so that we can stay up to date with their resolution timeline.

Mar 12, 2024 - 16:23 PDT
Update - UPDATE AS OF 3/8/2024 - Change Healthcare announced that they expect to begin testing and reestablish connectivity to their claims network and software on March 18, restoring service through that week. You can read more about their announcement here:
https://www.unitedhealthgroup.com/ns/changehealthcare.html. We expect that, once their service is restored, it may take additional time for workflows to resume to their normal working conditions. We remain in contact with Change Healthcare and Trizetto so that we can stay up to date with their resolution timeline.

Mar 08, 2024 - 17:53 PST
Update - UPDATE AS OF 3/7/2024 - Change Healthcare continues to experience an interruption in service to eligibility checks, claim submissions, clearinghouse reports, and electronic remittance (ERA) processing for certain payers. As of today, Tebra has updated our list of impacted payers (https://tebra.co/change-impacted-payers) to include all the information we have available about payer status.

Tebra was informed that affected providers who leverage Trizetto (Gateway EDI) with connections to Change Healthcare may be eligible to receive funds through the Optum assistance program. For more information, or to check fund eligibility, please visit https://www.optum.com/en/business/providers/health-systems/payments-lending-solutions/optum-pay/temporary-funding-assistance.html. Providers will be required to log in and check for funding already set up for them. If funds are not available, you will need to fill out the request form.

Mar 07, 2024 - 17:18 PST
Update - UPDATE AS OF 3/5/2024 - Change Healthcare continues to experience an interruption in service to some eligibility checks, claim submissions, clearinghouse reports, and electronic remittance (ERA) processing. Trizetto continues to establish new connections for payers, with Tebra updating our list of impacted payers (https://tebra.co/change-impacted-payers) with the most updated information so that users can further review when their payers are ready to have claims resubmitted.

Change Healthcare is working on an alternate system to restore claim submission and remittance processing services through another unaffected clearinghouse subsidiary they own, Optum Intelligent EDI (IEDI). Tebra is working with our partners at Change Healthcare on the timing and how to restore payer connectivity at this point in time. When we have more information about availability, we will provide it.

Mar 05, 2024 - 18:01 PST
Update - There are a number of updates for our clients who leverage Trizetto (Gateway EDI) as their clearinghouse as well as those who leverage Change Healthcare (Capario) directly. For our clients connected directly through the legacy Change Healthcare clearinghouse integration, Optum Financial Services is ready to assist providers depending exclusively on the Change system to collect weekly funds to aid the situation until payment services resume. Once the system is back to normal, funds will need to be returned. For more information about the Optum assistance program, or fund eligibility check, visit https://www.optum.com/en/business/providers/health-systems/payments-lending-solutions/optum-pay/temporary-funding-assistance.html. Providers will be required to log in and check for funding already set up for them. If funds are not available, you will need to fill out the request form. It is unclear if this program will be available to affected providers who leverage Trizetto (Gateway EDI) with connections to Change Healthcare.

For clients connected directly to Trizetto, Trizetto moved three payers to new connection paths thus far: Fallon Community Health, MVP Health Plan of New York and Meritain Health of Minneapolis. Clients will see a rejection message in the transaction ledger as well as receive a claims processing report for affected claims: “TPS has established a new connection please resubmit.” Rejected claims will need to be resubmitted. All net new claims will process with these payers as normal. Trizetto continues to work to establish new connections, with the expectation that they will begin with their largest volume payers. We are currently awaiting clarification on the payers they expect to connect to this weekend, and will provide this information when available. Once connected, any claims that are currently submitted to and held by Trizetto will be processed.

Claims for remaining payers will be rejected by Trizetto in order to give providers the option to submit claims via a different route—either via direct data entry (DDE) on the payer’s web site or a paper-based claim. When rejected, clients will see the message “This payer has been impacted by the Change Healthcare cyber incident. Providers will need to submit by paper, hold or utilize the payer’s DDE” in the transaction ledger/claims processing report. Once Trizetto re-establishes the remaining connections, providers will need to resubmit any previously rejected claims that were not submitted through a different route.

If you choose to hold claims for affected payers while awaiting further clarification about new connections, Tebra suggests that you contact those payers and understand their exception policy in regards to the Change Healthcare outage and their timely filing requirements. If no exceptions are being made, it would be prudent to work with the payer to upload claims directly via their portal (a form of “direct data entry” or “DDE”) and to confirm that this will not override electronic enrollment capabilities.

As Tebra learns more details about new payer connections and what is permitted, we will continue to share that information here.

Mar 01, 2024 - 19:22 PST
Update - Tebra has worked with Trizetto to compile a list of impacted payers https://tebra.co/change-impacted-payers. While Tebra has not received payer details directly from Change Healthcare, and their payer list isn’t currently accessible online, we have been working closely with our clearinghouse partner to compile who we may believe to be impacted at this point in time.

We would like to provide an update to the Change Healthcare clearinghouse outage that has caused an interruption in service to some eligibility checks, claim submissions, clearinghouse reports, and electronic remittance (ERA) processing. If you were not previously aware, Change Healthcare’s clearinghouse services are currently experiencing a disruption due to a cyber security incident on February 21, 2024. Change Healthcare has confirmed that Optum payer connections are back up and running as normal, but that Change Healthcare and McKesson payers remain impacted. While Tebra uses Trizetto as its primary clearinghouse, this impacts Tebra’s operations as Change Healthcare works with Trizetto as an intermediary clearinghouse to connect with certain payers.

In order to help process as many claims as possible in a timely manner, Tebra is working with Trizetto to reroute claims that do not require an eClaim enrollment or routing through Change or McKesson intermediaries. Tebra will not be able to reroute ERAs and eligibility transactions as enrollments are required for these transactions.

Tebra continues to actively work with both Change Healthcare and Trizetto to understand when customers should expect a full resolution. We ask that users please continue to submit claims for processing to ensure that time stamps remain accurate. Our teams are working together to adjust workflows to minimize disruption as much as possible, but expect that customers may continue to experience timeout errors with some eligibility checks as well as delays in receiving payments on claims.

We will continue to update users once we receive further details about the situation as well as a resolution timeline.

Feb 29, 2024 - 19:27 PST
Update - Change Healthcare clearinghouse outage

We would like to provide an update to the Change Healthcare clearinghouse outage that has caused an interruption in service to some eligibility checks, claim submissions, clearinghouse reports, and electronic remittance (ERA) processing. If you were not previously aware, Change Healthcare’s clearinghouse services are currently experiencing a disruption due to a cyber security incident on February 21, 2024. Change Healthcare has confirmed that Optum payer connections are back up and running as normal, but that Change Healthcare and McKesson payers remain impacted. While Tebra uses Trizetto as its primary clearinghouse, this impacts Tebra’s operations as Change Healthcare works with Trizetto as an intermediary clearinghouse to connect with certain payers.

In order to help process as many claims as possible in a timely manner, Tebra is working with Trizetto to reroute claims that do not require an eClaim enrollment or routing through Change or McKesson intermediaries. Tebra will not be able to reroute ERAs and eligibility transactions as enrollments are required for these transactions.

Tebra continues to actively work with both Change Healthcare and Trizetto to understand when customers should expect a full resolution. We ask that users please continue to submit claims for processing to ensure that time stamps remain accurate. Our teams are working together to adjust workflows to minimize disruption as much as possible, but expect that customers may continue to experience timeout errors with some eligibility checks as well as delays in receiving payments on claims.

We will continue to update users once we receive further details about the situation as well as a resolution timeline.

Feb 28, 2024 - 16:47 PST
Update - We are continuing to investigate this issue.
Feb 23, 2024 - 08:13 PST
Investigating - Tebra has been notified that one of our ecosystem vendors is experiencing an interruption in service that may affect eligibility checks, claim submissions, and electronic remittance (ERA) processing. Yesterday, out of an abundance of caution, Change Healthcare shut down its services to address a potential security incident. While Tebra uses Trizetto as its primary clearinghouse, this impacts Tebra’s clearinghouse process as Change Healthcare works with Trizetto as an intermediary clearinghouse to connect with certain payers.

Rest assured that Tebra’s Security Team has performed a thorough review of our own systems and found no indicators of attack on Tebra’s direct systems. Our Security Team remains vigilant and will continue to monitor the situation.

Tebra is actively working with both Change Healthcare and Trizetto to understand when customers should expect a resolution as well as to gain an understanding of the scope of the impact. Their teams are working to adjust workflows to minimize disruption, but expect that customers may experience timeout errors with some eligibility checks as well as delays in receiving clearinghouse tracking numbers or ERAs.

We will update users once we receive further details about the situation as well as a resolution timeline.

Feb 22, 2024 - 13:23 PST
Platform Operational
Clinical (EHR) ? Operational
Billing (PM) ? Operational
Practice Growth Operational
Engage ? Operational
Telehealth Operational
Phone & IVR Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Past Incidents
Mar 19, 2024

No incidents reported today.

Mar 18, 2024

Unresolved incident: Change Healthcare clearinghouse outage impacting Eligibility, Claims, and ERA transactions.

Mar 17, 2024

No incidents reported.

Mar 16, 2024

No incidents reported.

Mar 15, 2024

No incidents reported.

Mar 14, 2024
Mar 13, 2024

No incidents reported.

Mar 12, 2024
Mar 11, 2024

No incidents reported.

Mar 10, 2024

No incidents reported.

Mar 9, 2024

No incidents reported.

Mar 8, 2024
Mar 7, 2024
Mar 6, 2024

No incidents reported.

Mar 5, 2024