Change Healthcare Cyber Security Incident

  • Updated

Change Healthcare is Back Online for Claims Processing. On April 1st, 2024, Waystar's update highlights their successful connection to the recently reinstated Relay Exchange Clearinghouse by Change Healthcare. 

Here's what you need to know:

  • Claims processing for Relay-connected payers resumes immediately:
    • New claims will be processed normally for active Relay payers.
    • Waystar will resubmit claims held in a rejected status to active payers on behalf of customers as soon as possible.
  • Change Healthcare continues to expand the Relay Exchange, adding more payers. Stay tuned for updates on new payers and routing for unsupported ones.
  • Regarding historical remittance availability:
    • The availability of historical remittance data is uncertain. Missing remittances may require manual posting.

 

In recent developments, a cyberattack has targeted Change Healthcare, a key partner of Waystar. While this may have impacted certain transactions, it's important to note that this incident was confined to the operations of Change's clearinghouse. Rest assured, Avea's systems remain uncompromised, ensuring the safety of your data within Avea.

Change Healthcare and Waystar

When a claim is submitted through Avea, it is directly forwarded to our clearinghouse, Waystar. If a payer does not use Waystar as their primary clearinghouse, Waystar creates a connection on behalf of the provider with the payer's primary clearinghouse. This connection, which is also known as an enrollment, enables Waystar to send claims, receive claim statuses, verify eligibility information, and receive payment/remit information using the payer's clearinghouse as an intermediary.

Many payers, such as Aetna or United Healthcare, utilize Change Healthcare as their primary clearinghouse. Because of the cyber attack that occurred, claims that were submitted on or around the time of the incident have been reprocessed and rejected by Waystar. Facilities will now have two options to ensure these claims make it to the payer: send paper claims or have Waystar attempt resubmission when a new route has been established. Click here to learn more.

Waystar Response and Action

Eligibility Checks have now been restored to normal functionality. While the majority have payers have been rerouted, some payers are still impacted by the outage. We will continue to provide the most up-to-date list of those payers in this article. 

Impact on Held Claims

  • Some previously held claims were released to the payer when a new route was established. Processing Events for those claims should be updated within 24 business hours of release.
  • On March 11th, 2024, Waystar reprocessed non-rerouted claims to generate a rejection message. These rejections can be viewed by navigating to the Work Center > Insurance Claims > Currently Rejected/Held Claims and hovering over the rejection message. Click here for instructions on how to handle these claims. 

Click here to download the list of payers whose claims are currently held and those who have been rerouted.

Stay Informed

To remain updated on the latest developments, you have several options:

  1. Visit the Partner Notifications area in the AveaOffice Resource Center. This information can be found by selecting the? icon pictured below.
  2. Monitor the situation through the Waystar System Status page and subscribe to updates.
  3. Check the Change Healthcare Status page and subscribe to updates.

Contact Us

Your peace of mind is our priority. Should you have any questions or require further assistance, please don't hesitate to reach out. Thank you for being a valued member of the Kipu and Avea community.

If you have any questions, please do not hesitate to contact the Avea Support Team for assistance.

  • Email: support@aveasolutions.com
  • Phone: (503) 867-8853,2 (Option 2)

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