Feb 28, 16:47 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 23, 08:13 PST
Update - We are continuing to investigate this issue.
Feb 22, 13:23 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.