Get Your Claims Flowing
UPDATE:
Progress on ERA Delivery and Continued Collaboration
This message serves as an update on our ongoing efforts to minimize disruption caused by the cybersecurity event at Change Healthcare (CHC), with a specific focus on Electronic Remittance Advice (ERA) delivery (835 files). We appreciate your continued patience and understanding as we work to resolve these challenges.
Acknowledging Provider Challenges
We understand the difficulties this outage has caused for providers who rely on timely ERAs for accurate payment reconciliation. We are committed to making significant progress in opening these critical channels for a wider range of providers.
Collaborative Efforts to Restore ERA Delivery
UHIN is actively working to restore consistent ERA delivery for our broader provider community. Our internal teams, including enrollment specialists, application support staff, business analysts, and software engineers, are collaborating closely with their counterparts at our clearinghouse partners. This combined effort is focused on facilitating the smooth and efficient transmission of 835 files.
Positive Developments and Upcoming Information
We have made significant strides in restoring ERA delivery functionality. We will provide more detailed information and a clearer timeline for full restoration once we complete the next round of testing currently underway.
Continued Commitment and Support
UHIN remains dedicated to resolving outstanding issues and ensuring a smooth claims processing experience for all our customers. We will continue to provide regular updates and are here to assist you. Please do not hesitate to reach out to our customer support team if you have any questions or require further assistance.
UHIN is dedicated to maintaining interoperability for all payers, providers and partners. When an event as large as the Change Healthcare cyberattack impacts our community, we know we need to serve as a bridge to stable ground.
For providers, you need to get your claims flowing again. We are working with payers to expedite your enrollment with them. You can then create and send professional and institutional claims, submit via SFTP, file tool or online hand-entry, check claims status, manage denials and rejections, and search, view, and download payment information. Sign up to fast-track your enrollment with many payers today, and manage your claims and revenue with confidence.
If you already use UHIN to manage your billing, no action is needed. UHIN customers have access to manage claims electronically with our network of health plans.
Fast-Track Enrollment with These Payers
Dental Select
Direct Care Administrators
DMBA
EMI Health
Health Choice Utah
Health West Administrators
MCNA Dental
Minnesota Department of Health
Molina
MotivHealth
OptumHealth SLC
PEHP
Regence BCBS of Utah
Samera Health
Select Health
State Farm
Tall Tree Administrators
Union Pacific RR
University of Utah Health Plans
Utah Medicaid
Valley Health Plan
FAQs
How do I sign up?
Contact us at customersuccess@uhin.org
Can you fast-track enrollment?
Yes, we will work with all participating payers to ensure expedited enrollment.
From a security standpoint, what measures has UHIN taken to safeguard its customers and their data in response to this cybersecurity incident?
In response to the incident, UHIN immediately disconnected from Change Healthcare’s (CHC) platform to prevent potential harm. We also conducted a detailed review of our internal systems, confirming no impact on our network. UHIN continues to communicate with CHC and United Health Group to receive the latest updates and guidance.
Does UHIN support HIPAA compliance?
Yes, we support HIPAA compliance. We are also EHNAC and SOC2 certified.
Where can I see Change Healthcare’s response and get more information from them?
Please visit Change Healthcare’s cyber response here. This page includes updates on e-Prescribe for pharmacies, claim issues, temporary funding assistance, and their technology.
What is the status of claims sent to UHIN that are impacted by the CHC cybersecurity attack?
UHIN is currently retaining any claims submitted after February 21, 2024 that are intended to be delivered to CHC. These retained claims will be processed through our system and sent to CHC once it is safe to re-establish those connections. The restoration timeline is being updated by UnitedHealth Group here.
For specific claim questions please contact our customer service department.
What collaborative efforts are UHIN making to restore ERA Delivery?
UHIN is actively working to restore consistent ERA delivery for our broader provider community. Our internal teams, including enrollment specialists, application support staff, business analysts, and software engineers, are collaborating closely with their counterparts at our clearinghouse partners. This combined effort is focused on facilitating the smooth and efficient transmission of 835 files.
We have made significant strides in restoring ERA delivery functionality. We will provide more detailed information and a clearer timeline for full restoration once we complete the next round of testing currently underway.
For specific questions please contact our customer service department.
Are claims that route through UHIN to CHC being rerouted to the appropriate payers?
UHIN is actively exploring re-routing options for claims directed through UHIN to CHC and will communicate once we have a solution in place.
Which Payer IDs are impacted by the CHC security incident?
For detailed information regarding the Payer IDs affected by the CHC security incident, please contact our customer service department.
How is UHIN assisting providers in re-establishing connections to CHC payers following the recent cybersecurity disruptions?
UHIN offers various support methods:
For those with systems capable of creating 837 claim files, you have two simple options for sending us your information:
- SFTP: We provide a secure online connection where you can easily drop off and pick up your claim files. It includes a testing area and returns files like payment details and responses in their original format. You’ll need a way to read these files, such as your existing system or specific software.
- Hand-entry option to submit claims if your system doesn’t generate claim files.
MYUHIN FileTool: Our user-friendly web portal lets you drag and drop 837 claim files from your computer. Files are returned on an individual claim basis in an easy-to-understand format, which you can then save directly.
How can I send batch claims through UHIN?
To send batch claims through UHIN, use our SFTP or Web File Tool connections.
Can I use MYUHIN and File Tool to send hand entry and claim files under the same account?
No, separate accounts are necessary to operate in each environment. You can find more information and sign up here.
Can UHIN connect with or integrate with our billing software or practice management system?
Yes, in most cases. Most electronic health records systems have configuration capabilities to securely connect with UHIN’s systems.
If I switch to UHIN as my clearinghouse, what are the enrollment implications?
UHIN is working directly with all participating payers to fast track enrollment.
How long does onboarding take?
Onboarding is often completed within a week, assuming prompt cooperation during the 837 integration phase. This process enables basic SNIP-validated 837 delivery, with the option to add advanced payer edits later.
Will I need to set up a new Payer ID?
No, you can continue using the Payer ID that is already listed on member cards.
Can UHIN deliver 835 remittances to my providers?
Yes, UHIN can handle the delivery of 835 remittances to your providers. In addition, we are equipped to manage inbound transactions, specifically:
- 837 (Health Care Claim): The electronic format for healthcare claim submissions.
- 999 (Acknowledgment for Health Care Insurance): Used to acknowledge the receipt of a claim.
- 277 (Claim Status Notification): Provides updates on the status of health care claim submissions.
How will claim delivery be prioritized when the CHC connection has been restored?
UHIN will be sending claims in the order they were received.
When will the Change Healthcare system be restored and operational?
UnitedHealth shared an update on the CHC cyber attack on April 22. You can read the announcement in full here and summarized below:
Change Healthcare Service Restoration
Change Healthcare has made continued strong progress restoring services impacted by the event. We have prioritized the restoration of services that impact patient access to care or medication.
- Pharmacy services are now back to near-normal levels, with 99% of pre-incident pharmacies able to process claims.
- Medical claims across the U.S. health system are now flowing at near-normal levels as systems come back online or providers switch to other methods of submission. Change Healthcare realizes there are a small number of providers who continue to be adversely impacted and is working with them to find alternative submission solutions and will continue to provide financial support as needed.
- Payment processing by Change Healthcare, which represents approximately 6% of all payments in the U.S health care system, is at approximately 86% of pre-incident levels and is increasing as additional functionality is restored.
- Other Change Healthcare services, including eligibility software and analytical tools, are being restored on a rolling basis with the active reconnection of our customers now the priority. To date, approximately 80% of Change functionality has been restored on the major platforms and products, and the company expects full restoration of other systems to be completed in the coming weeks.
- For the latest information on service restoration and customer support, please visit www.uhg.com/changehealthcarecyberresponse.
Is Medicare willing to accept paper claims?
No, Medicare does not accept paper claims and they have not communicated a change in policy.
I’m a Utah Medicaid provider. Where can I get more information about the Change network and system outage?
Please visit the Utah Medicaid FAQ for providers here.