Overview
On February 22, 2024, we learned that Change Healthcare, a vendor used widely in the healthcare industry for processing claims, retrieving insurance eligibility details, and sending ERA, experienced an outage due to a cybersecurity incident.Affected Services
List of Payers Affected
Electronic transmission to-and-from 626 payers available within Elation Billing were disrupted by this outage. See the List of Affected Payers section at the bottom of this article for the full list.Services Interrupted
For payers associated with Change Healthcare, the following services were interrupted:- Claims Transmission - Claims can still be sent from Elation Billing. ClaimMD holds claims for affected payers and transmits them once Change gives the all-clear
- ERA Transmission and Retrieval - Electronic Remittance Advice was disrupted
- Real Time Eligibility (RTE) - Eligibility checks were unavailable
Non-Change Payers
Services offered by payers NOT associated with Change Healthcare remained intact. If you experience problems with a payer’s service in Elation Billing, please contact Support.Other Resources
Elation EHR Status
For real-time updates on the Elation EHR, please refer to Elation.Status.ioChange Healthcare Status
For real-time updates from Change Healthcare, please refer to Change Healthcare StatusMessage Log
Below is a log of all messaging sent out in Elation Billing regarding this outage. The most recent messaging is at the top.February 28, 2024 - 9:15 AM PST
Update regarding new resources and ClaimMD status on alternative payer connections.ClaimMD Update
ClaimMD actively engaged with affected payers to identify alternative methods for processing data. Several payers made additional connectivity options available, and claims that were previously on hold began processing again.For those wishing to submit paper claims to payers that do not offer an alternative electronic submission method, use ClaimMD’s paper claim printing service. Change your payer ID to “PAPER” and include the payer’s mailing address. ClaimMD will print and mail the claims for a small fee.
February 22, 2024 - 1:29 PM PST
Initial notification of service disruption affecting:- Real-Time Eligibility (RTE) lookups
- Submission of claims to certain payers
- Electronic prescription (eRx) transmissions
February 22, 2024 - 7:34 AM PST
Initial alert that Claims Submission and Real Time Eligibility lookup service for certain payers was temporarily unavailable due to a vendor service outage.List of Affected Payers
These payers’ Claims Submission, ERA, and Real Time Eligibility were disrupted by this outage.Claims can still be sent from Elation Billing to all payers. ClaimMD holds claims for affected payers and transmits them once Change gives the all-clear.