Notification to Providers
Last Updated April 24, 2024
On Feb. 21, Change Healthcare experienced a cybersecurity incident that has resulted in nationwide product outages. Electronic data interchange (EDI) claims and prior authorization receipts, check payments and explanation of payments (EOP) are impacted by the outage.
We are currently assessing the extent of the impact while working to ensure continuity of care for our members and patients and minimizing disruption for our providers. As always, we remain committed to ensuring our members can access care and our providers can rely on timely claims adjudication and payment. We will continue to keep you informed as the situation evolves.
Claims Impacts
Electronic claims and prior authorizations submitted to Change Healthcare will not be received until the outage is resolved.
Providers can submit claims and authorizations electronically through our Provider Web Portal (PWP). The PWP (envolvedental.com/logon) is the fastest way for claims and authorizations to be processed and paid, allowing providers to monitor claims status in real time.
As an alternative to Change Healthcare, we are able to accept claims from Dental Exchange and National Electronic Attachment (NEA) through FastAttach administered by Vyne Dental. This process will need to be set up through your dental practice management software vendor.
Claims and authorizations may also be printed and mailed on a current (2012 or newer) ADA original form. Each state has a different mailing address for paper claim submission. Please visit (envolvedental.com/logon) and/or https://www.envolvedental.com/providers/provider-resources.html.
Payment Impacts
Payment via electronic funds transfer (EFT) is not impacted.
We have implemented an interim paper check payment solution to minimize disruption; however, production and delivery may be delayed until the outage is resolved.
EFT payments for claims submitted via paper, PWP, or an alternate clearinghouse (NEA or Dental Exchange) are not impacted and are able to process.
FAQs regarding UnitedHealth Group’s 4/22/24 Press Release
What update did UnitedHealth Group share regarding the Change Healthcare cybersecurity incident?
On April 22, 2024, UnitedHealth Group issued a press release providing an update on the Change Healthcare cybersecurity incident that occurred on Feb. 21, 2024. UnitedHealth Group and its subsidiary, Change Healthcare, are continuing to determine the extent of the data impact resulting from the incident but noted that “based on initial targeted data sampling to date, the company has found files containing protected health information (PHI) or personally identifiable information (PII), which could cover a substantial proportion of people in America. The process to determine whose data is impacted is expected to take several months before UnitedHealth Group would be in a position to notify impacted parties (individuals, customers, etc.). While that process occurs, UnitedHealth Group is offering immediate credit monitoring and identity protection services, as well as a dedicated contact center to address questions. We encourage you to visit http://changecybersupport.com/ and/or to reach out to the contact center at 1-866-262-5342 regarding any questions.
Why will UnitedHealth Group’s investigation take months?
We are not in a position to comment on behalf of UnitedHealth Group. In its press release on April 22, the company indicated this would take months to complete.
How much data was impacted by the cybersecurity incident?
UnitedHealth Group has not confirmed the size of the data impacted.
Has my data been compromised?
UnitedHealth Group’s investigation is ongoing and is expected to take several months. They are not able to confirm if an individual’s data has been compromised at this time but noted that the situation will impact a “substantial proportion of people in America.” If you have concerns, we encourage you to visit http://changecybersupport.com/ and/or to reach out to the contact center at 1-866-262-5342 regarding any questions.
How do I access the services offered by UnitedHealth Group?
Please visit http://changecybersupport.com/ and/or reach out to the contact center at 1-866-262-5342 regarding any questions.
What services is UnitedHealth Group providing?
In its April 22 press release, UnitedHealth Group noted it will offer immediate credit monitoring and identity protection services, as well as a dedicated contact center to address questions. Please visit http://changecybersupport.com/ and/or reach out to the contact center at 1-866-262-5342 to learn more.
If I have questions about this situation, who should I contact at UnitedHealth Group?
We encourage you to visit http://changecybersupport.com/ and/or to reach out to the contact center at 1-866-262-5342 regarding any questions.