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.

Is UHIN HIPAA compliant?

Yes, we are HIPAA compliant. 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.

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:

1. 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.
2. 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?

On March 18, Change shared the following updates on their cyber response page:

“Pharmacy function:

On March 7, we restored 99% of Change Healthcare pharmacy network services, and we continue to work on remaining issues. However, there are still a few areas we continue to focus on:

• A small subset of pharmacies that are still offline.
• The disruption for infusion pharmacies.
• Challenges for some Medicaid fee-for-service customers. 

Claims network:

Assurance, our medical claims preparation software, is back online. On March 18, testing and implementation began with our first providers. Reconnection with thousands of providers will occur in phases throughout the week. By the end of the week, we expect all Assurance users — including thousands of hospitals across the country — will have complete functionality enabled again, including claims editing. Using the software, providers can begin preparing the backlog of claim files that accumulated during the outage.  

We expect to have third-party documentation available prior to services becoming operational. Following this initial phase, remaining services restoration will continue through ongoing phases of activation until all customers have been connected.  

By the end of the week, we expect our largest clearinghouse, Relay Exchange, will be back online as well. Reconnection will begin with providers, including Assurance customers, channel partners and other clearinghouses, to enable claim submission to payers. Claims prepared in Assurance will not be released to payers until this happens.  

Phased reconnection and testing will continue into the week of March 25 as operations ramp up. Given the amount of volume that has already transitioned to other submission solutions and the phased approach, system capacity challenges are not expected. We are coordinating with other clearinghouses.  

Notably, there will be a small subset of claims submitters — mainly channel partners — who do not have the capability to connect with Relay Exchange. We will work with those submitters directly to find other solutions.  

Outreach for Assurance and Relay Exchange customers started on March 15. Teams will continue to outreach to clients to help with the reconnection process and provide specific instructions and support needed. Until that happens, we encourage providers who have cash flow challenges to participate in our temporary funding initiatives.  

Payment:

On March 15, Change Healthcare’s electronic payments platform was restored and is now proceeding with payer implementations.  

Some providers still don’t have workarounds for claims and payments, and it will take time to fully bring all payers and providers back online.”

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.