Change Healthcare (Optum) Outage

Incident Report for AdvancedMD

Update

We are now successfully receiving Eligibility responses from Change Healthcare. You will be able to check Exchange Real-Time for a limited group of payers from Change Healthcare. See the Exchange Real-Time Payer List for the most current list of payers. This list can be found at https://support.changehealthcare.com/customer-resources/payer-lists.

AdvancedMD support does not have any specific information about which or when payers will be restored. Monitoring payers in the Exchange Real-Time Payer List is the best way to manage the process.

In the instance you check Real-Time Eligibility for a payer that is not on Change Healthcare's Exchange payer list, you will receive the following response: "Rejected at Carrier level: UNABLE TO RESPOND AT CURRENT TIME. Follow up: PLEASE RESUBMIT ORIGINAL TRANSACTION.” Do not resubmit another Eligibility check until you have validated this payer has reinstated Eligibility connections.

Please continue to visit our FAQs page regularly to get the most up-to-date announcements and information on the Change Healthcare outage at https://www.advancedmd.com/blog/change-healthcare-outage.

Posted Apr 17, 2024 - 15:35 MDT

Update

Please visit our FAQs page to get the most up-to-date announcements and information on the Change Healthcare outage at https://www.advancedmd.com/blog/change-healthcare-outage.

Posted Apr 16, 2024 - 08:43 MDT

Update

Please visit our FAQs page to get the most up-to-date announcements and information on the Change Healthcare outage at https://www.advancedmd.com/blog/change-healthcare-outage.

Posted Apr 08, 2024 - 16:26 MDT

Update

Visit our FAQs page to get the most up-to-date announcements and information on the Change Healthcare outage at https://www.advancedmd.com/blog/change-healthcare-outage.

Posted Apr 05, 2024 - 16:05 MDT

Update

Visit our FAQs page to get the most up-to-date announcements and information on the Change Healthcare outage:

https://www.advancedmd.com/blog/change-healthcare-outage

Posted Apr 04, 2024 - 19:05 MDT

Update

Visit our FAQs page to get the most up-to-date announcements and information on the Change Healthcare outage:

https://www.advancedmd.com/blog/change-healthcare-outage

Posted Apr 03, 2024 - 19:39 MDT

Update

There is no need to re-enroll with payors through Change Healthcare now. Previous enrollments are valid with the newly restored Change Healthcare clearinghouse. If this changes for any specific payors, we will communicate once known.

Additional payors continue to reconnect daily to the restored Change Healthcare clearinghouse.

The payor list is extremely fluid. We recommend viewing it frequently.

To view the most recent Exchange Payor List, click the following link: https://support.changehealthcare.com/customer-resources/payer-lists

Our teams are preparing in-depth video trainings we hope to share via email on Wednesday, April 3, 2024. More details will be provided in tomorrow's update.

Please continue to visit our Change Healthcare FAQ page:
https://www.advancedmd.com/blog/change-healthcare-outage

Posted Apr 02, 2024 - 17:15 MDT

Update

Additional payors continue to reconnect daily to the restored Change Healthcare clearinghouse.

To view the most recent Change Healthcare Payor List, click the following link: https://support.changehealthcare.com/customer-resources/payer-lists

Our teams are preparing an in-depth webinar for this week. The webinar will be recorded and will be a resource to help your teams manage the recovery from the Change Healthcare outage.

Webinar details will be shared through our Change Healthcare FAQ page:
https://www.advancedmd.com/blog/change-healthcare-outage

Posted Apr 01, 2024 - 17:50 MDT

Update

We are pleased to announce that Friday was a successful day of processing with the restored Change Healthcare clearinghouse.

Additional payors continue to reconnect to the restored Change Healthcare clearinghouse, inclusive of a limited number of Medicare payors.

To view the most recent payor list, click the following link: https://support.changehealthcare.com/customer-resources/payer-lists

Change Healthcare updates the payor list daily. We advise you to view the list frequently.

Now that the Change Healthcare clearinghouse is restored, claims processed through Change for reconnected payors will flow into the practice management just as they did prior to the outage. There is currently no backlog of claims.

The Change Healthcare integration offers a more streamlined workflow compared to Availity. We recommend changing your carriers back to the Change Healthcare (McKesson) clearinghouse as they become available.

Please visit our Change Healthcare FAQ page for more detailed information around claims processing.
https://www.advancedmd.com/blog/change-healthcare-outage

We understand that operationally managing claims that were run through Availity, especially now that Change Healthcare is back online, is complex and challenging. Our teams are preparing an in-depth webinar for Wednesday, April 3, 2024, or later that same week. The webinar will be recorded and will be a resource to help your teams manage the recovery from the Change Healthcare outage. Webinar details will be shared shortly.

Posted Mar 29, 2024 - 22:11 MDT

Update

We are now successfully sending claims to Change Healthcare. Additional details will be shared tomorrow on what you can expect for your current and backlog claims.

Please note, not all payors will be available initially. Change Healthcare is adding more payors daily and is updating their payor list frequently. https://support.changehealthcare.com/customer-resources/payer-lists.

Please continue to visit our Change Healthcare FAQ page for the most up-to-date information.
https://www.advancedmd.com/blog/change-healthcare-outage

Posted Mar 28, 2024 - 15:46 MDT

Update

We are now successfully receiving Electronic Remittance Advice (ERA) files from Change Healthcare. Initially, you will receive ERA files for a very limited group of payers. We anticipate ERA files from additional payors as they come back online through Change Healthcare. Please note, this update is fluid and we currently do not have specifics on which payors you will see ERA files for now. To prevent frustration, please do not contact support for additional information. Additional details will be shared as we learn more.

Please review our ERA updates on our Change Healthcare FAQ page.
https://www.advancedmd.com/blog/change-healthcare-outage

Please also review Change Healthcare’s payer list frequently.
https://support.changehealthcare.com/customer-resources/payer-lists

Posted Mar 28, 2024 - 12:16 MDT

Update

Please visit our FAQs page to get the most up-to-date announcements and information on the Change Healthcare outage. https://www.advancedmd.com/blog/change-healthcare-outage

Posted Mar 27, 2024 - 15:57 MDT

Update

Please visit our FAQs page to get the most up-to-date announcements and information on the Change Healthcare outage. https://www.advancedmd.com/blog/change-healthcare-outage

Posted Mar 26, 2024 - 08:40 MDT

Update

Please visit our FAQs page to get the most up-to-date announcements and information on the Change Healthcare outage. https://www.advancedmd.com/blog/change-healthcare-outage

Posted Mar 21, 2024 - 11:01 MDT

Update

Please visit our FAQs page to get the most up-to-date announcements and information on the Change Healthcare outage. https://www.advancedmd.com/blog/change-healthcare-outage

Posted Mar 20, 2024 - 10:17 MDT

Update

Visit our FAQs page to get the most up-to-date announcements and information on the Change Healthcare outage.
https://www.advancedmd.com/blog/change-healthcare-outage

Posted Mar 19, 2024 - 10:18 MDT

Update

Visit our FAQs page to get the most up-to-date announcements and information on the Change Healthcare outage.
https://www.advancedmd.com/blog/change-healthcare-outage

Posted Mar 18, 2024 - 07:55 MDT

Update

Visit our FAQs page to get the most up-to-date announcements and information on the Change Healthcare outage.
https://www.advancedmd.com/blog/change-healthcare-outage

Posted Mar 15, 2024 - 07:18 MDT

Update

Visit our FAQs page to get the most up-to-date announcements and information on the Change Healthcare outage.
https://www.advancedmd.com/blog/change-healthcare-outage

Posted Mar 14, 2024 - 09:47 MDT

Update

The AdvancedMD team is working diligently to address and mitigate the client impact from Change Healthcare’s extended outage. For the most up-to-date announcements and information on the Change Healthcare (Optum) outage, please visit our FAQs page at https://www.advancedmd.com/blog/change-healthcare-outage.

Posted Mar 12, 2024 - 15:07 MDT

Update

For the most up-to-date announcements and information on the Change Healthcare (Optum) outage, please visit our FAQs page at https://www.advancedmd.com/blog/change-healthcare-outage.

Posted Mar 11, 2024 - 09:10 MDT

Update

To provide additional visibility, we have made some layout changes on our Status Page in how we present integration components between Availity and Change Healthcare clearinghouses. Going forward, you can now view the integration status for both clearinghouses.

For the most up-to-date announcements and information on the Change Healthcare (Optum) outage, please visit our FAQs page at https://www.advancedmd.com/blog/change-healthcare-outage.

Posted Mar 09, 2024 - 11:49 MST

Update

Posted Mar 08, 2024 - 07:12 MST

Update

Please visit our FAQs page to view significant updates about claims processing.
https://www.advancedmd.com/blog/change-healthcare-outage

Posted Mar 07, 2024 - 08:07 MST

Update

Posted Mar 06, 2024 - 09:03 MST

Update

Please visit our FAQs page to view significant updates about claims processing. https://www.advancedmd.com/blog/change-healthcare-outage

Posted Mar 05, 2024 - 17:11 MST

Update

Posted Mar 05, 2024 - 09:38 MST

Update

Posted Mar 04, 2024 - 08:37 MST

Update

Posted Mar 03, 2024 - 10:19 MST

Update

Posted Mar 02, 2024 - 08:23 MST

Update

The AdvancedMD team is working diligently to address and mitigate the client impact from Change Healthcare’s extended outage. Currently, eligibility, claims, eRemittance, EDI reports, enrollments, claim attachments, and claims status services remain unavailable.

AdvancedMD continues to update the Change Healthcare Outage and Impact FAQ web page as new information becomes available. This page can be viewed at https://www.advancedmd.com/blog/change-healthcare-outage/. We recommend our clients review this page frequently.

As of now, Change Healthcare has not yet provided an expected resolution time or date. We maintain regular communication with Change Healthcare and hold daily meetings to ensure we have up-to-date information and to facilitate a smooth and efficient resumption of services as they become available.

Posted Mar 01, 2024 - 08:43 MST

Update

Posted Feb 29, 2024 - 11:10 MST

Update

AdvancedMD held a Webinar at 9:00 am MST discussing the Change Healthcare Outage. The recording of this Webinar can be found here: https://advancedmd.wistia.com/medias/77jfrzluzt.

AdvancedMD has created an FAQ webpage to answer many of your questions regarding the extended Change Healthcare outage. The FAQ Webpage is updated regularly and can be viewed at https://www.advancedmd.com/blog/change-healthcare-outage/.

Change Healthcare continues to work through the major outage that is impacting several services including eligibility, claims, eRemittance, EDI reports, enrollments, claim attachments, and claims status.

As of now, Change Healthcare has not yet provided an expected resolution time or date. We maintain regular communication with Change Healthcare and hold daily meetings to ensure we have up-to-date information and to facilitate a smooth and efficient resumption of services as they become available.

Our incident management team will continue to post updates to the status page and the FAQ webpage as additional information becomes available.

Posted Feb 28, 2024 - 11:11 MST

Update

AdvancedMD has created an FAQ webpage to answer many of your questions regarding the extended Change Healthcare outage. The FAQ webpage can be viewed at https://www.advancedmd.com/blog/change-healthcare-outage/.

Change Healthcare continues to work through the major outage that is impacting several services including eligibility, claims, eRemittance, EDI reports, enrollments, claim attachments, and claims status.

As of now, Change Healthcare has not yet provided an expected resolution time or date. We maintain regular communication with Change Healthcare and hold daily meetings to ensure we have up-to-date information and to facilitate a smooth and efficient resumption of services as they become available.

Our incident management team will continue to post updates to the status page and the FAQ webpage as additional information becomes available.

Posted Feb 27, 2024 - 17:03 MST

Update

Posted Feb 27, 2024 - 08:15 MST

Update

Posted Feb 26, 2024 - 16:25 MST

Update

Change Healthcare (Optum) is currently addressing an outage impacting several services, including eligibility, claims, eRemittance, EDI Reports, enrollments, claim attachments, and claims status. They expect that resolution efforts will continue throughout the day.
What this means to AdvancedMD users:

Claims Submission
- You can continue to submit new claims.
- All claims and attachments that have been submitted will be transmitted to Change Healthcare as soon as service has been restored.
-There is no need to rebill claims that have been submitted during this outage.

Eligibility and Claim Status
- While Eligibility and Claim Status is unavailable, many payer websites have an option to verify coverage.

eRemittance and EDI reports
- When service has been restored, eRemittance files will be available in the ERA Center.
- When service has been restored, EDI reports will be available in the Claims Center.

Enrollments
- Enrollments remain unavailable until Change Healthcare service has been restored.

We maintain regular communication with Change Healthcare Account Representatives and hold daily meetings with them to ensure we have up-to-date information and to facilitate a smooth and efficient resumption of services as they become available. You can subscribe to incident notifications on the Change Healthcare status page at https://status.changehealthcare.com. The services AdvancedMD uses can be found under the Medical Network and Medical Network APIs sections.

Posted Feb 26, 2024 - 08:24 MST

Update

Change Healthcare (Optum) is currently addressing an outage impacting several services, including eligibility, claims, eRemittance, EDI Reports, enrollments, claim attachments, and claims status. They expect that resolution efforts will continue through the weekend.

What this means to AdvancedMD users:

Claims Submission
- You can continue to submit new claims.
- All claims and attachments that have been submitted will be transmitted to Change Healthcare as soon as service has been restored.
-There is no need to rebill claims that have been submitted during this outage.

Eligibility and Claim Status
- While Eligibility and Claim Status is unavailable, many payer websites have an option to verify coverage.

eRemittance and EDI reports
- When service has been restored, eRemittance files will be available in the ERA Center.
- When service has been restored, EDI reports will be available in the Claims Center.

Enrollments
- Enrollments remain unavailable until Change Healthcare service has been restored.

We maintain regular communication with Change Healthcare Account Representatives and hold daily meetings with them to ensure we have up-to-date information and to facilitate a smooth and efficient resumption of services as they become available.

You can subscribe to incident notifications on the Change Healthcare status page at https://status.changehealthcare.com.

Posted Feb 23, 2024 - 14:52 MST

Update

Change Healthcare (Optum) is currently addressing an outage impacting several services, including eligibility, claims, eRemittance, EDI Reports, enrollments, claim attachments, and claims status. They expect that resolution efforts will continue through the weekend.

What this means to AdvancedMD users:

Claims Submission
- You can continue to submit new claims.
- All claims and attachments that have been submitted will be transmitted to Change Healthcare as soon as service has been restored.
-There is no need to rebill claims that have been submitted during this outage.

Eligibility and Claim Status
- While Eligibility and Claim Status is unavailable, many payer websites have an option to verify coverage.

eRemittance and EDI reports
- When service has been restored, eRemittance files will be available in the ERA Center.
- When service has been restored, EDI reports will be available in the Claims Center.

Enrollments
- Enrollments remain unavailable until Change Healthcare service has been restored.

We maintain regular communication with Change Healthcare Account Representatives and hold daily meetings with them to ensure we have up-to-date information and to facilitate a smooth and efficient resumption of services as they become available.

You can subscribe to incident notifications on the Change Healthcare status page at https://status.changehealthcare.com.

Posted Feb 23, 2024 - 09:53 MST

Update

Change Healthcare (Optum) is working to resolve the outage affecting eligibility, claims, eRemittance, EDI Reports, enrollments, claim attachments, and claims status. They expect that resolution efforts will extend into tomorrow.
We maintain regular communication with Change Healthcare Account Representatives and hold daily meetings with them to ensure we have up-to-date information and to facilitate a smooth and efficient resumption of services as they become available.
Users can subscribe to incident notifications at the Change Healthcare status page at https://status.changehealthcare.com.

Posted Feb 23, 2024 - 06:30 MST

Update

We are continuing to work on a fix for this issue.

Posted Feb 23, 2024 - 06:28 MST

Update

Posted Feb 22, 2024 - 16:22 MST

Update

Change Healthcare (Optum) is working to resolve the outage impacting eligibility, claims, eRemittance, EDI Reports, enrollments, claim attachments, and claims status. There is currently no ETA for when the incident will be resolved. Users can subscribe to incident notifications at the Change Healthcare status page at https://status.changehealthcare.com/.

Posted Feb 22, 2024 - 11:26 MST

Update

Posted Feb 22, 2024 - 06:50 MST

Update

Posted Feb 21, 2024 - 16:58 MST

Identified

Change Healthcare (Optum) is currently addressing network issues that are impacting their services. AdvancedMD users may experience difficulties related to eligibility, claims, eRemittance, EDI Reports, enrollments, claim attachments, and claims status. Change Healthcare (Optum) has indicated that this disruption may persist throughout the day. Users can subscribe to incident updates at https://status.changehealthcare.com/.

Posted Feb 21, 2024 - 13:40 MST

Update

Our third-party partner, Change Healthcare (Optum), is reporting a network interruption outage. Clients may be seeing issues with eligibility, claims, eRemittance, EDI Reports, enrollments, claim attachments, and claims status.
Change Healthcare (Optum) has set the expectation that the disruption could last throughout the day. Users can subscribe to incident updates at https://status.changehealthcare.com/.

Posted Feb 21, 2024 - 11:20 MST

Update

We are continuing to investigate this issue.

Posted Feb 21, 2024 - 09:52 MST

Update

We are continuing to investigate this issue.

Posted Feb 21, 2024 - 09:43 MST

Investigating

Posted Feb 21, 2024 - 09:37 MST

This incident affects: Practice Management (PM) - Change Healthcare Integrations (Claim Attachments, Claim Status, Claim Submission, Eligiblity, eRemittance (ERA), EDI Enrollment Tracker).