Update - We saw a reduction in claim processing speed overnight and have identified two potential options to address this, one of which entails a fix that we can potentially release today with the goal of speeding up the process.

We've also received an unusually high number of files from the clearinghouses, particularly from Trizetto. This increased our total files and decreased progress percentage-wise. We continue to investigate this issue, but preliminary findings suggest that there are duplicates and/or triplicates of the same claim. For this reason, if you need clarification for claims dated between April 19-22, please contact support, rather than re-submitting claims.

Percentage of claim updates completed:
277:
Trizetto: 58.48%
Emdeon: 97.32%

835:
Trizetto: 78.3%
Emdeon: 84.18%
Apr 22, 10:04 PDT
Update - We are continuing to parse new ERA files coming in each day for all clearinghouses. Waystar is up to date, while Trizetto and Emdeon continue to make progress. Database timeouts and non-timeout errors remain the two types of errors that are preventing a full recovery for the two remaining clearinghouses.

We’ve increased the amount of time that a query can last, allowing ERAs to be accurately parsed. We are still investigating non-timeout errors. The remaining error types are less recent and considered non-incident related bugs that will be addressed accordingly.

277s:
We continue parsing all new 277 files from Waystar and Trizetto. A fix was pushed to production that will parse the 277 backlogs for Trizetto and Emdeon. This will also enable new 277 files coming in from Emdeon to be parsed. For this reason, we ask customers not re-submit 277s as re-submitting will make processing take even longer.

If you are still not receiving information on a claim that should be updated, please contact support at drchrono.com/help with the claim number available so that we can assist further. We will post additional updates here each day until the issue is fully resolved. You may also find general claim information in our support article: https://support.drchrono.com/hc/en-us/articles/360059952791-Lifecycle-of-a-Claim
Apr 21, 17:23 PDT
Update - Thank you for your patience as we continue to work through the backlog of 277/ERA files that still need to be parsed so that we can update statuses and receipts in DrChrono. Please note that this does not affect any claims being submitted to your clearinghouse. If you are with Waystar, your information should be current. If you are with Trizetto/Gateway, we have processed 97.48% of the 277 files and 99.6% of the 835 files. If you are with Change Healthcare/Emdeon, we have processed 99.95% of the 277 files and 88.56% of the 835 files. We expect to be current by early next week. For additional context, please review the attached Knowledgebase article that provides information on a claim's lifecycle. If you think your claims are getting stuck somewhere in this process, please reach out to our support team at drchrono.com/help to assist you. We will post additional updates here as we get them. https://support.drchrono.com/hc/en-us/articles/360059952791-Lifecycle-of-a-Claim
Apr 16, 07:59 PDT
Update - Thank you for your patience as we continue to work through the backlog of 277/ERA files that still need to be parsed, so that we can update statuses and receipts in DrChrono. Please note that this does not affect any claims being submitted to your clearinghouse. If you are with Waystar, your information should be current. If you are with Trizetto/Gateway or Change Healthcare/Emdeon, we have processed all March ERA files and most 277 files, and are currently processing files from April and finishing the 277 files from late March that failed. We expect to be current by early next week. We will post additional updates here as we get them.
Apr 12, 10:23 PDT
Identified - We are still monitoring the ERA processing issues that have been occurring with the clearinghouses. Our team has identified the processing issue and is working towards a fix. We will provide another update as we have more information. Please note that this only impacts statuses and receipts updating in DrChrono - this issue does not impact claims processing with your clearinghouse.
Apr 7, 06:21 PDT
Update - We are still monitoring the ERA processing issues that have been occurring with the clearinghouses. There are currently processing delays with Emdeon/Change Healthcare that have arisen again. Our team continues to investigate this and we will provide another update as we have more information. Please note that this only impacts statuses and receipts updating in DrChrono - this issue does not impact claims processing with your clearinghouse.
Apr 5, 14:47 PDT
Monitoring - We appreciate your patience. We have resolved the ERA processing issues with TriZetto, Waystar, and Emdeon/Change Healthcare, and statuses and receipts are now updating in DrChrono. You may still experience slight delays to information as we work through the backlog, but please reach out to our support team if you have questions about specific claims.
Apr 1, 18:23 PDT
Update - We are continuing to investigate the root cause of the issue. Our team has put in place an alternative workflow to speed up the process of claims from TriZetto and Waystar and update statuses and receipts in DrChrono. This does not affect claims being submitted to your clearinghouse. We will continue to update you as we have more information.
Apr 1, 09:43 PDT
Update - We are continuing to investigate the root cause of the issue. However, our team has put in place an alternative workflow to speed up the process of claims from TriZetto and update statuses and receipts in DrChrono. This does not affect claims being submitted to your clearinghouse. We will continue to update you as we have more information.
Mar 31, 07:32 PDT
Investigating - We are aware of significant processing delays with ERAs and Claims status updates in DrChrono. We are actively working on identifying the root cause. Please note this does not affect the payments posting or bank account transfers but impacts the receipts not being added to DrChrono. This does not affect claims being submitted to your clearinghouse. We will continue to keep you updated as we have more information.
Mar 30, 11:44 PDT
drchrono.com ? Operational
90 days ago
99.97 % uptime
Today
drchrono iPad EHR ? Operational
drchrono iPad Check-In Kiosk Application ? Operational
DrChrono Telehealth Platform Operational
90 days ago
99.97 % uptime
Today
onpatient.com ? Operational
onpatient iPhone PHR ? Operational
www.drchrono.com Public Website Operational
3rd party services Degraded Performance
90 days ago
99.88 % uptime
Today
HelloFax Homepage Operational
Twilio Authy Operational
Twilio REST API ? Operational
Stripe API ? Operational
support.drchrono.com ? Operational
Twilio SMS Operational
Box Uploads/Downloads Operational
Twilio TwiML Operational
Updox Operational
Emdeon/Change Healthcare Degraded Performance
Trizetto Degraded Performance
90 days ago
99.88 % uptime
Today
Waystar Operational
90 days ago
100.0 % uptime
Today
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Major outage
Partial outage
No downtime recorded on this day.
No data exists for this day.
had a major outage.
had a partial outage.
Uptime
Fetching
Response Time ?
Fetching
Browser Load Time ?
Fetching
Apdex Score ?
Fetching
Past Incidents
Apr 23, 2021

No incidents reported today.

Apr 22, 2021

Unresolved incident: Processing Delays for ERAs and Claims Status Updates.

Apr 21, 2021
Apr 20, 2021

No incidents reported.

Apr 19, 2021

No incidents reported.

Apr 18, 2021

No incidents reported.

Apr 17, 2021

No incidents reported.

Apr 16, 2021
Apr 15, 2021

No incidents reported.

Apr 14, 2021

No incidents reported.

Apr 13, 2021

No incidents reported.

Apr 12, 2021
Resolved - This incident has been resolved.
Apr 12, 09:53 PDT
Monitoring - A fix has been implemented and we are monitoring the results.
Apr 12, 08:16 PDT
Investigating - We are currently investigating an issue that appears to have begun Saturday afternoon, April 10th. Tasks cannot be created with the Open or In Progress status on the web. Tasks cannot be created with the Open status on the EHR iOS app. We apologize for this inconvenience and will provide an update as we have more information.
Apr 12, 07:17 PDT
Apr 11, 2021

No incidents reported.

Apr 10, 2021

No incidents reported.

Apr 9, 2021

No incidents reported.