Update: Ongoing Impact of the Change Healthcare Outage

Hello everyone, we wanted to share a quick update on how things are progressing in light of the cybersecurity incident that affected Change Healthcare. It's been six months since the cyber attack, and we understand that there are still lingering effects being felt by Tebra customers and others in the healthcare industry. We want to assure you that we're here to support you through this challenging time.

During the time that Change Healthcare was completely offline, Trizetto began to reconnect with payers that were connected through Change Healthcare. Trizetto focused on connecting the claims process first, so that they could keep claims flowing to the payers in hopes that it would make the biggest impact to practice operations. The process to establish a new connection with a payer is long and tedious, often requiring new contracts between the insurance company and clearinghouse. Once these new contracts were signed and in place, Trizetto resumed sending claims to the payers. However, there are still open tasks to reconnect ERAs, claims eligibility checks, and clearinghouse reports.

What Remains Impacted

• There are still payers that have not reconnected to any clearinghouse, as they were waiting for Change Healthcare to be fully restored. Tebra regularly updates our Impacted Payers list to share the status of all payer connections.
• Many backend processes have not yet been fully restored. The most significant of these is the ERA enrollment process for payers disconnected during the outage. Many payers are requiring re-enrollment to resume sending ERAs through the new pathways, while some pathways remain blocked.

What We've Completed

• Customers who were connected directly to payers through Change Healthcare have been re-enrolled through available Trizetto connections.
• Many claims pathways have been fully restored and are noted in the Impacted Payers list. Please note that while claims have been cleared, ERA pathways may still be on hold as Trizetto restores the ERA enrollment processes.
• Enrollments requests submitted for payers with services still blocked are placed on hold with Enrollments as we wait for clearance from Trizetto.

What Remains in Process

• Tebra receives regular updates from Trizetto about both restored claims and ERA connections.
• Tebra continues to update the Impacted Payers list regularly with the latest information from our clearinghouse regarding which payers remain impacted for claims processing.
• As ERA connections are unblocked, any cases on hold for blocked payer connections are immediately being routed to agents for processing.
• Once notified of a new payer connection, we are proactively creating re-enrollment cases for practices that received ERAs before the Change Healthcare incident. You will receive an email from Tebra Enrollments as we begin the work, with cases being listed in the Customer Care Center with the subject ‘TPS Re-enrollment’.

Action Steps for You to Take

• Before reaching out to Tebra’s Customer Care team to help you re-enroll payer ERAs, check the Customer Care Center for any Insurance Enrollment cases with the subject that includes ‘TPS Re-enrollment’. This indicates that we have already initiated the process on your behalf.
• If you have a ‘TPS Re-enrollment’ case listed in the Customer Care Center, review your practice documents to ensure there is a Transfer of Authorization Form (TAF) on file with Tebra. This allows Tebra to complete any electronic signature enrollments on your behalf and helps expedite the process. If you do not have a TAF on file, complete this form and upload it to your practice documents.
• Follow any enrollment instructions you receive from the Tebra Enrollments team, as some payers require steps Tebra cannot complete on your behalf.
• If you have consistently received ERAs from a payer after February 2024, but have not received one for more than 30 days, contact Customer Care.
• If you are missing some, but not all, ERAs for a payer, submit a Missing ERA case to the Customer Care team.

For any remaining questions, contact Tebra’s Customer Care team for further assistance. We truly appreciate your patience as we navigate this unprecedented event together.