Update - At this time, Change Healthcare (CHC) is continuing their investigation into the February 21st cyberattack and has not completed their analysis of impacted customers' data. Given the ongoing nature and complexity of the data review, it will require several months of continued analysis before enough information will be available to identify and notify impacted customers and individuals.


As CHC continues to work with leading industry experts to analyze data involved in this cyberattack, it is immediately providing support and robust protections rather than waiting until the conclusion of the data review. You can visit the CHC-dedicated website (https://www.unitedhealthgroup.com/ns/health-data-breach.html)  to obtain more information and details on available resources. In addition, CHC has established a dedicated call center to offer free credit monitoring and identity theft protection for two years to anyone impacted. The call center includes trained clinicians to provide support services. Given the ongoing nature and complexity of the data review, the call center will not be able to provide any specifics on individual data impact at this time. The call center can be reached at 1-866-262-5342 and further details can be found on the website - https://www.unitedhealthgroup.com/ns/health-data-breach.html.


Upon completion of their investigation, UnitedHealth Group (UNH) will help ease reporting obligations on other stakeholders whose data may have been compromised as part of the CHC cyberattack. UNH has offered to make notifications and undertake related administrative requirements on behalf of any provider or customer if their data is found to be compromised. Notifications will be made efficiently and in compliance with legal requirements, including direct mail, website notices, and other necessary communications.

Protecting your personal health information is—and always will be—one of our top priorities. We will continue to monitor the UNH/CHC investigation closely and provide updates to our valued customers as additional information becomes available.



Additional References

The U.S. Department of Health and Human Services Office for Civil Rights published a dedicated website (https://www.hhs.gov/hipaa/for-professionals/special-topics/change-healthcare-cybersecurity-incident-frequently-asked-questions/index.html) to share answers to frequently asked questions concerning Health Insurance Portability and Accountability Act rules and the cybersecurity attack.

The Federal Trade Commission also offers resources to help protect your identity. For additional information about other precautions available to you, visit the Federal Trade Commission website (http://www.consumer.ftc.gov/features/feature-0014-identity-theft).

Jun 10, 2024 - 10:29 EDT
Update - Our Everhealth clearinghouse, eProvider Solutions (ePS), has advised us of an update regarding Change Healthcare (CHC). EPS has indicated that "re-established connections" to CHC has been completed, which resulted in more payers for which our customers can now submit claims. CHC continues to reconnect with exclusive payers and add additional payers daily.

Please note that because CHC holds a significant presence in the healthcare industry, encompassing numerous exclusive payer connections along with various other services and platforms, all these elements must be re-established for complete restoration to occur.

ERA (Electronic Remittance Advice) delivery of impacted payers is still being addressed by CHC. We understand the significant impact this has on your business, and we will continue to monitor the situation with CHC and provide updates as they become available.

CollaborateMD (CMD) and ePS are committed to keeping our valued customers informed about the latest developments regarding the cyber-attack issue involving our third-party vendor, CHC. We continue working to address this issue and mitigate its impact in the most effective manner possible.

Within our CMD Knowledge Center, under the "Important News/Update" section, we will soon be providing updates on the current list of impacted payers, along with any payer reroutes and additional data. This will offer our customers greater transparency regarding payer connection types, whether claims enrollment is required, and the status of each payer (such as Active, Pending, or No longer Available). Additionally, we will include payer notes to provide further clarity, when available, as to why a payer is pending.

We sincerely appreciate your ongoing patience and understanding during this period of disruption. Rest assured, we are diligently working to address the situation and will continue to provide regular updates on any potential impacts, as well as the progress being made towards a full restoration of services.

Knowledge Center Important New/Updates

- https://help.collaboratemd.com/help/important-newsupdates

Apr 08, 2024 - 17:17 EDT
Update - Our Everhealth clearinghouse, eProvider Solutions (ePS) has advised it's important to understand that when Change Healthcare (CHC) announces they are "beginning to process claims” or have “reestablished connections” this does not mean that all claim platforms or previously available services are up and running.

Please be assured that ePS is actively collaborating with CHC and other industry partners to restore all services and connections as soon as they are offered. To this end, ePS is on daily calls with the CHC team as they discuss their plans for reconnection. At present, ePS is awaiting an updated timeline and further instructions from CHC to initiate the reconnection process to their various platforms as they become available.

CollaborateMD and ePS understand that staying updated on industry changes from CHC can be challenging given their wide array of platforms and services. In addition to being one of the largest conglomerates of clearinghouses nationwide, CHC offers vital daily healthcare applications ranging from provider enrollment and patient statements to electronic prescriptions and claim adjudication.
Many industry applications rely on several of CHC services, largely due to exclusive contracts CHC holds with many payers. Consequently, the impact on our customers varies depending on regional factors and each facility’s specific payer mix. This exclusivity means everyone must rely upon CHC for these specific payers and there are no alternative channels available.

We appreciate your ongoing patience and understanding during this period. We will continue to provide regular updates on potential impacts, along with the progress being made towards a full restoration.

Mar 22, 2024 - 16:59 EDT
Update - Our EverHealth clearinghouse, eProvider Solutions (ePS) has been working diligently with Change Healthcare Services (CHS) a third-party clearinghouse to stay abreast of the cyberattack issue that has impacted a small percentage of our payer connections. ePS will continue to work closely with CHS to help CollaborateMD (CMD) navigate the recovery from the CHS cyberattack and its impact on the Healthcare Ecosystem. We want to express our cautious optimism regarding the communicated CHS recovery process. Today, CHS published an update via a press release stating that critical system recovery is underway, and they expect to begin testing and reestablishing connectivity to their claim network and software starting the week of March 18th. While the restoration work continues, CHS encourages trading partners and providers to continue using the established workarounds.

Since the initial communication of the CHS cyberattack, CMD in conjunction with ePS remains focused on maintaining the highest standards of service and security while minimizing the impact of this attack on your practice by creating alternate claim submission options. We will continue to partner with ePS and act as your advocate while working on alternate solutions until our teams have high confidence in the success of CHS restored functionality.

Attached is a link to the Change Healthcare press release for review.

https://www.unitedhealthgroup.com/newsroom/2024/2024-03-07-uhg-update-change-healthcare-cyberattack.html
No components were marked as affected by this incident.

Mar 11, 2024 - 14:12 EDT
Update - We are continuing to monitor for any further issues.
Mar 11, 2024 - 14:11 EDT
Update - Our EverHealth clearinghouse, eProvider Solutions (ePS) has been working diligently with Change Healthcare Services (CHS) a third-party clearinghouse to stay abreast of the cyberattack issue that has impacted a small percentage of our payer connections. ePS will continue to work closely with CHS to help CollaborateMD (CMD) navigate the recovery from the CHS cyberattack and its impact on the Healthcare Ecosystem. We want to express our cautious optimism regarding the communicated CHS recovery process. Today, CHS published an update via a press release stating that critical system recovery is underway, and they expect to begin testing and reestablishing connectivity to their claim network and software starting the week of March 18th. While the restoration work continues, CHS encourages trading partners and providers to continue using the established workarounds.

Since the initial communication of the CHS cyberattack, CMD in conjunctions with ePS remains focused on maintaining the highest standards of service and security while minimizing the impact of this attack on your practice by creating alternate claim submission options. We will continue to partner with ePS and act as your advocate while working alternate solutions until our teams have high confidence in the success of CHS restored functionality.

Attached is a link to the Change Healthcare press release for review.

https://www.unitedhealthgroup.com/newsroom/2024/2024-03-07-uhg-update-change-healthcare-cyberattack.html

Mar 11, 2024 - 11:34 EDT
Update - In response to the recent cyber issue at Change Healthcare, EPS has implemented a proactive measure by rejecting all claims submitted to Change Healthcare dating back to February 21, 2024. These rejections will feature a clear and concise message: "EPSOUT Electronic submission not available for payers at this time."

This rejection process offers our customers two significant advantages:

Efficient Identification and Tracking: EPS customers can swiftly identify, and track claims directly affected by the Change Healthcare issue. This streamlined approach ensures quick awareness and management of impacted claims.

Resubmission Opportunities: As EPS continues to redirect affected payers, customers gain the ability to resubmit claims for processing through these new connections. To keep our customers informed, EPS will publish a daily list of rerouted payers, along with effective dates, facilitating the resubmission process.

It is crucial for customers to note that attempting to resubmit claims to payers not yet rerouted will result in continued rejection, accompanied by the familiar message: "EPSOUT Electronic submission not available for payers at this time."

Please note, currently, we are only changing the routes for claim transmissions. As we progress through these updates, we will begin investigating the best solutions for our ERA connections and the required enrollments. Throughout this challenging situation, EPS remains in constant communication with Change Healthcare and will promptly notify customers once regular submissions can resume. We appreciate your understanding and cooperation during this ongoing issue.

Please reference our Knowledge Center for daily updates:
Current Change Healthcare Payers Affected
https://help.collaboratemd.com/help/important-newsupdates#current-change-healthcare-payers-affected-as-of-3424

ePS Updated Payer Routes
https://help.collaboratemd.com/help/important-newsupdates#eps-updated-payer-routes-updated-3424

Mar 04, 2024 - 16:04 EST
Update - While CollaborateMD is not facing any issues at this time, our 3rd party vendor, Change Healthcare is having a cyber security issue which may result in issues with Eligibility, ERAs, Claim Submissions, and sending Electronic Prescriptions to certain pharmacies. The disruption is expected to last throughout the day. We will continue to update you as we have more information.
Feb 27, 2024 - 09:49 EST
Monitoring - While CollaborateMD is not facing any issues at this time our 3rd party vendor Change Healthcare, is experiencing a full disruption which may result in issues with eligibility, ERAs, and Claims. We will continue to update you as we have more information. Change Healthcare has a status page that can be followed here: https://status.changehealthcare.com/"
Feb 23, 2024 - 12:45 EST
Past Incidents
Jul 15, 2024

No incidents reported today.

Jul 14, 2024

No incidents reported.

Jul 13, 2024

No incidents reported.

Jul 12, 2024

No incidents reported.

Jul 11, 2024

No incidents reported.

Jul 10, 2024

No incidents reported.

Jul 9, 2024

No incidents reported.

Jul 8, 2024

No incidents reported.

Jul 7, 2024

No incidents reported.

Jul 6, 2024

No incidents reported.

Jul 5, 2024

No incidents reported.

Jul 4, 2024

No incidents reported.

Jul 3, 2024

No incidents reported.

Jul 2, 2024

No incidents reported.

Jul 1, 2024

No incidents reported.