Change Healthcare Outage

UPDATED 4/22/24

Change Healthcare Outage Updates

We're here to help you navigate this challenging situation. Bookmark this page to get the latest updates from our team, and stay informed on the outage as it continues to unfold.

Play Video

Latest Update

We are excited to announce that Eligibility is now live within RXNT. 

Customers utilizing RXNT’s Practice Management system now have the ability to run insurance eligibility checks within the Scheduling and Billing products. 

  • The Eligibility Payer List will be updated daily as payers re-establish connectivity with Change Healthcare
    • From the listing, please refer to the Eligibility section of the document. 
    • Eligibility will be unavailable for payers not included on the list, as well as payers listed with a “Y” in the enrollment column. 

For more information on how to run Eligibility in RXNT:

  • Click here for Scheduling.
  • Click here for Billing.

Restoration Timeline

OUTAGE BEGINS

2/21

Change Healthcare cyber security issue and subsequent outage

COMPLETE

3/22

Claim submission made available through Optum iEDI 

COMPLETE

4/22

Eligibility check feature restored in RXNT

UPCOMING

In Progress

RXNT clearinghouse migration to Relay Exchange

What Happened?

Change Healthcare disabled their systems following a cyber security issue on February 21st, 2024. This shut down claim submission, ERA reception, eligibility checks, and statement printing services for a significant number of providers across the country.

Efforts to resolve the outage are underway, with UnitedHealth Group—Change Healthcare and Optum's parent company—collaborating with law enforcement and third parties to restore services.

Helpful Resources

Official CHC Updates

GO TO PAGE

Optum Status Page

VIEW LIST

RXNT's CHC Outage Guide

READ ARTICLE
Table of Contents

    Additional Resources & Links

    LEARN MORE →

    LEARN MORE →

    READ HELP ARTICLE →

    Common Questions

    An estimated restoration timeline for some services is available via the Official CHC Updates and Optum Solutions Status pages, which are linked above. An estimated timeline for full restoration is not available.

    We have implemented a temporary workaround for claim submission through Optum's iEDI clearinghouse. In an effort to fully restore claim submission connectivity in a timely manner and provide the best long term solution, RXNT will soon be migrating to the Relay Exchange clearinghouse within the Change Healthcare umbrella.

    What action is needed from RXNT customers?

    None at this time. Please continue to utilize iEDI for claim submission. 

    When will the migration be complete?

    It is too early to provide an accurate estimate. We are waiting on connectivity restoration dates, and will provide updates as they arrive.

    How will payer enrollment work?

    We are collaborating with Change Healthcare on payer enrollments. As we have more information, we will provide next steps. You can view the Relay Exchange payer list here.

    How will customer portal access change?

    As we migrate to Relay Exchange, the Vision customer portal will sunset, and customers will have expanded functionality via the ConnectCenter portal which is compatible with Relay Exchange. The ConnectCenter portal has not yet been restored. We will provide details on how to set up your account once they are available.

    We encourage you to proactively share resources, information, and news as it arrives. Additionally, you can work with customers directly to find solutions and workarounds.

    Communicate clearly about how this situation may impact them and set expectations around how your practice will navigate any challenges the outage has caused.

    Please explore the Optum and HHS financial assistance options linked above in "Additional Helpful Resource Links." Our suggested workarounds can also help practices maintain some level of normal financial operation.

    Scroll to Top