Notification to Providers

Last Updated April 24, 2024

On Feb. 21, Change Healthcare experienced a cybersecurity incident that has resulted in nationwide product outages. Electronic data interchange (EDI) claims receipts, check payments and explanation of payments (EOP) are impacted by the outage.

We continue to assess the impact while working to ensure continuity of care for our members and patients and minimizing disruption for our providers. As always, we remain committed to ensuring our members can access care and our providers can rely on timely claims adjudication and payment. We will continue to keep you informed as the situation evolves.

Electronic Claims Submission

The ability to electronically submit claims through Change Healthcare is currently down. Providers can submit electronic claims via many alternative methods including other claims clearinghouses, our secure provider portal, and mail. Our alternative clearinghouse for electronic claims submission is Availity, using Payor ID 56190. To enroll, please visit www.availity.com/Essentials-Portal-Registration and/or call Availity Client Services at 1-800-AVAILITY (1-800-282-4548). For step-by-step instructions for Availity, visit the Availity Lifeline page at https://availity.com/availity-lifeline-self-serve-resources.

• Puerto Rico providers can continue to submit claims via Inmediata.
• Ohio Medicaid claims should continue to use the state's One Front Door program.

To register for our Eye Health Manager portal, submit your request via online form.

Claims may be printed and mailed on original (redline) CMS-1500 forms to:

Envolve Vision, Inc.
PO Box 7548
Rocky Mount, NC 27804

Payment Impacts

Payment via electronic funds transfer (EFT) is not impacted.

We have implemented an interim paper check payment solution to minimize disruption. 

Providers can enroll in EFT and electronic remittance advice (EFT/ERA) via PaySpan. To register for PaySpan:

• Call 877-331-7154, Option 1 from 8 a.m. to 8 p.m. ET for your unique registration code. 
• Go to payspanhealth.com and click the Register Now button.
• Enter your Registration Code and click Submit.

FAQs regarding UnitedHealth Group’s 4/22/24 Press Release

What update did UnitedHealth Group share regarding the Change Healthcare cybersecurity incident?

On April 22, 2024, UnitedHealth Group issued a press release providing an update on the Change Healthcare cybersecurity incident that occurred on Feb. 21, 2024. UnitedHealth Group and its subsidiary, Change Healthcare, are continuing to determine the extent of the data impact resulting from the incident but noted that “based on initial targeted data sampling to date, the company has found files containing protected health information (PHI) or personally identifiable information (PII), which could cover a substantial proportion of people in America. The process to determine whose data is impacted is expected to take several months before UnitedHealth Group would be in a position to notify impacted parties (individuals, customers, etc.). While that process occurs, UnitedHealth Group is offering immediate credit monitoring and identity protection services, as well as a dedicated contact center to address questions. We encourage you to visit http://changecybersupport.com/ and/or to reach out to the contact center at 1-866-262-5342 regarding any questions.

Why will UnitedHealth Group’s investigation take months?

We are not in a position to comment on behalf of UnitedHealth Group. In its press release on April 22, the company indicated this would take months to complete.

How much data was impacted by the cybersecurity incident?

UnitedHealth Group has not confirmed the size of the data impacted.

Has my data been compromised?

UnitedHealth Group’s investigation is ongoing and is expected to take several months. They are not able to confirm if an individual’s data has been compromised at this time but noted that the situation will impact a “substantial proportion of people in America.” If you have concerns, we encourage you to visit http://changecybersupport.com/ and/or to reach out to the contact center at 1-866-262-5342 regarding any questions.

How do I access the services offered by UnitedHealth Group?

Please visit http://changecybersupport.com/ and/or reach out to the contact center at 1-866-262-5342 regarding any questions.

What services is UnitedHealth Group providing?

In its April 22 press release, UnitedHealth Group noted it will offer immediate credit monitoring and identity protection services, as well as a dedicated contact center to address questions. Please visit http://changecybersupport.com/ and/or reach out to the contact center at 1-866-262-5342 to learn more.

If I have questions about this situation, who should I contact at UnitedHealth Group?

We encourage you to visit http://changecybersupport.com/ and/or to reach out to the contact center at 1-866-262-5342 regarding any questions.