Update - Dear Valued Client,


Change Healthcare is still experiencing effects from a cyber security issue that occurred on February 21, 2024, which prompted them to disconnect its systems from customers and partners. Recently we were notified that Change Healthcare will not restore its connection with DrChrono. At this time, we are transitioning our customers over to our new clearinghouse eProvider Solutions (EPS). While doing this migration, you will be able to submit to all payers who do not have a direct connection with Change Healthcare. This will also allow you to start receiving Electronic Remittance Agreements (ERAs) once the enrollments are completed.

We are committed to keeping you informed throughout this process. We have put together a support article to help answer any questions you may have. If you have more questions, please contact support and reference EPS migration.


Thank you for your continued trust and partnership as we navigate this challenge together. We remain fully committed to delivering the highest service and support to you, our valued clients.

Sincerely,
The DrChrono by EverHealth Team

May 28, 2024 - 06:03 PDT
Update - 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 are available, previously services are fully available or connection to the previous set of payer exists.

Please be assured we are actively collaborating with CHC and other industry partners to restore all services and connections as soon as they are available. To this end, we are in constant communication with the CHC team as they discuss their plans for reconnection. At present, we are awaiting an updated timeline and further instructions from CHC to initiate the reconnection process to their various platforms and payers that DrChrono uses. We understand that waiting for CHC to become available is frustrating. Therefore, if you wish to migrate over to our EverHealth Clearinghouse services, please email support with a subject line of MIGRATION TO EPS to assist you in your migration.

Statement Update:

DrChrono has been working on the backend to reestablish connection to mail your patient statements. We are happy to announce a temporary solution has been put in place to support your patient statement processing. To understand the patient statement solution, click here to view our article: https://support.drchrono.com/hc/en-us/articles/25180407552027-Patient-Statements-through-Optum

Apr 30, 2024 - 13:23 PDT
Update - Dear Valued Client,

We understand that staying updated on industry changes from Change Healthcare (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.

It's important to understand that when 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 we are actively collaborating with CHC and other industry partners to restore all services and connections. Currently, we are on daily calls with the CHC team as they discuss their plans for reconnection. At this time, we are awaiting an updated timeline and further instructions from CHC to initiate the reconnection process to their platforms and products as they become 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.

Sincerely,
DrChrono Support

Mar 22, 2024 - 12:20 PDT
Update - As we work to navigate the recovery from the Change Healthcare Services cyberattack and its impact on the Healthcare Ecosystem, we want to express our cautious optimism regarding the recovery process. Today, Change Healthcare published an update via a press release stating that critical system recovery is underway. Change Healthcare indicated that 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, Change Healthcare encourages trading partners and providers to continue using the established workarounds.

Since the initial communication of the Cyberattack DrChrono 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 act as your advocate and work on alternate solutions until our team has high confidence in the success of Change Healthcare's restored functionality. Once we are confident that Change Healthcare can properly support your practice’s needs, we will partner with you on the plan to move you back over to Change Healthcare as your clearinghouse.

Attached is a link to the Change Healthcare press release.

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

If you would like to enquire about work around solutions, please submit a ticket that states "work around clearinghouse" to support@drchrono.com and we will assist you the best we can.

Mar 14, 2024 - 09:34 PDT
Update - As we work to navigate the recovery from the Change Healthcare Services cyberattack and its impact on the Healthcare Ecosystem, we want to express our cautious optimism regarding the recovery process. Today, Change Healthcare published an update via a press release stating that critical system recovery is underway. Change Healthcare indicated that 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, Change Healthcare encourages trading partners and providers to continue using the established workarounds.

Since the initial communication of the Cyberattack DrChrono 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 act as your advocate and work on alternate solutions until our team has high confidence in the success of Change Healthcare's restored functionality. Once we are confident that Change Healthcare can properly support your practice’s needs, we will partner with you on the plan to move you back over to Change Healthcare as your clearinghouse.

Attached is a link to the Change Healthcare press release.

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

Please reach out to support with further questions.

Mar 11, 2024 - 07:15 PDT
Update - While DrChrono 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. Please reach out to support with further questions and workarounds.
Mar 04, 2024 - 07:34 PST
Update - While DrChrono 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. Please reach out to support with further questions.
Mar 01, 2024 - 07:53 PST
Update - While DrChrono 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 - 06:34 PST
Update - While DrChrono is not facing any issues at this time our 3rd party vendor Change Healthcare, is experiencing a full outage which may result in issues with eligibility, prescriptions, ERAs, Patient Statements 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 - 06:53 PST
Monitoring - While DrChrono is not facing any issues at this time our 3rd party vendor Change Healthcare, is experiencing a full outage which may result in issues with eligibility, prescriptions, and ERAs. We will continue to update you as we have more information.
Feb 22, 2024 - 11:43 PST

About This Site

*We have been informed by Change Healthcare that there is an overall outage that is causing intermittent issues for our clients with running eligibility, submitting claims, and accessing the portal. We have ticketed the issue with them, and we will update you as soon as we hear further information on resolution.*

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