Change Healthcare Cybersecurity Incident

Visit Change Healthcare's Response Page

What Valant Users Need to Know:

Visit Change Healthcare's response page for the latest information updates. This response page also contains links to other resources to support Change Healthcare customers in managing the impact of this issue.

Information from Change Healthcare

Visit Change Healthcare's Response Page

Frequently Asked Questions

What Change Healthcare services are being affected?

Electronic claim submission, ERAs, and eligibility checking are down during this outage. eLab submissions will also likely be unsuccessful at this time. All other Valant IO features, including credit card processing, appointment reminders, secure messaging, and the MYIO patient portal are all functional and are not impacted by Change Healthcare’s outage.

Can I submit claims through Valant while Change Healthcare is disconnected?

No, please do not submit claims until Change Healthcare is able to resolve this issue.

Is there a workaround for submitting claims during Change Healthcare's outage?

A Change Healthcare temporary workaround is available. Optum is now offering an alternative claim submission solution - called Optum Intelligent EDI (IEDI) - to our customers until Revenue Performance Advisor has been restored. You now have a unique ID number for inclusion in the EDI file that you export from Valant and import into IEDI for successful claim submission.

You have received your OPTUM ID number via email to the practice's EDI billing contact. If it has not been received, contact Valant Support.
We've updated our Knowledge Base article with detailed instructions on how to use this new unique ID to ensure you can use the portal and submit claims. Read more here.

Valant users may also pursue alternative methods for submitting claims by submitting EDI files directly to insurance payers. Please see this article on the Knowledge Base for specific instructions. Many payer portals will also allow you to manually submit claims.

When will RPA be available?

You may have received an email from Optum concerning RPA (Revenue Performance Advisor.) This email was mistakenly sent from Optum to our users. At this moment, no action from you is required and you may disregard the instructions in the Optum RPA restoration email.

We understand that the estimated date communicated by Optum for RPA's restoration was April 22, 2024. However, please be aware that this date is tentative, and there have been delays from Optum in resuming functionality in the past. We will provide additional updates as possible. At this moment, no action is required.

Is Change Healthcare providing financial assistance?

Temporary funding assistance is being provided through Optum Financial Services for provider organizations impacted by the payer system outage. Read more about the Temporary Funding Assistance Program.

How will I be billed in February for Change Healthcare claims?

Due to the disruptive nature of this situation, at this time, we are electing not to bill our customers for any of the claims that were processed in February prior to the outage. Once the systems have been restored, we will reevaluate and provide an update on a plan for claims charge reconciliation.

How are prescribers being impacted by this issue?

Many pharmacies use Change Healthcare to receive prescription information. If you are experiencing disruptions with e-prescribing as a result of the Change Healthcare issue, we recommend contacting the pharmacy that would fulfill the prescription to determine if they will accept alternative methods, like e-faxing the prescription or calling in the prescription. The ability to do so may vary by location depending on EPCS mandates for the state, and not all pharmacies may be impacted to the same degree. You may also wish to reach out to additional local pharmacies to determine if electronic controlled prescribing is impacted or available, as switching pharmacies may be an easier temporary alternative.

How long will Change Healthcare systems be disconnected?

Change Healthcare has provided the following response on their FAQ:

"We are working quickly, around the clock, and safely to restore systems and services. We will not take shortcuts or any additional risk when it comes to safeguarding our information, customer and consumer information, or the connectivity back to our systems.

Our systems remain offline because of our diligence, not because of compromise. They will remain offline until we are certain we can turn them back on safely. We took action so you did not have to disconnect."

We are monitoring the situation closely, and Change Healthcare will provide the most up-to-date information. Please visit Change Healthcare’s response page for more.

Change Healthcare is experiencing a cybersecurity issue and their experts are working to address the matter. As a third-party partner of Change Healthcare, here’s how this issue affects Valant users:

UPDATE APRIL 10, 2024: Optum is now offering an alternative claim submission solution - called Optum Intelligent EDI (IEDI) - to our customers until Revenue Performance Advisor has been restored.

We're pleased to inform you that our IEDI configuration has been completed. You now have a unique ID number for inclusion in the EDI file that you export from Valant and import into IEDI for successful claim submission.

You have received your OPTUM ID number via email to the practice's EDI billing contact. If it has not been received, contact Valant Support.
We've updated our Knowledge Base article with detailed instructions on how to use this new unique ID to ensure you can use the portal and submit claims. Read more here.

Please know we are working closely with Change Healthcare to stay apprised of the situation and any possible assistance we can provide.

Valant has been participating in conference calls with the leadership of Change Healthcare and UnitedHealth Group (Change Healthcare's parent company) to gather information. We will continue to update this page as Change Healthcare shares more information.

A note from Valant's CEO:

Dear Valant Partners,

The Change Healthcare outage has been an unprecedented event in our industry and one of the most difficult situations any of us have had to navigate. We have been on calls with Optum every week but with little news to communicate. That is finally beginning to change and we want to share the latest information we have, re-iterate the options that have already been available, and communicate what we’re doing for the long term.

Manual Submission: Many payer portals allow you to manually submit claims. Valant IO supports EDI and paper claims submissions. Please see this article on the Knowledge Base for specific instructions.
Change Healthcare Temporary Workaround is Available: Optum is now offering an alternative claim submission solution - called Optum Intelligent EDI (IEDI) - to our customers until Revenue Performance Advisor has been restored. This option is available without a contract and at no cost to you and will allow you to export EDI files from Valant to upload directly into IEDI. There will be no integration with Valant and IEDI. As a courtesy, we have pre-enrolled your designated EDI billing contact in this program to ensure this option is available, should you choose to use it.
- You have received your OPTUM ID number via email to the practice's EDI billing contact. If it has not been received, contact Valant Support.
- We've updated our Knowledge Base article with detailed instructions on how to use this new unique ID to ensure you can use the portal and submit claims. Read more here.
Alternative Clearinghouse: If your practice needs an immediate clearinghouse solution, you can explore a partnership with Waystar, Valant’s other integrated partner. We have negotiated with Waystar an expedited onboarding process for our users impacted by the Change Healthcare outage. Your practice will partner directly with Waystar to negotiate costs and contract terms. Please contact our support team or your Valant representative if you would like to pursue this option.
Long Term Plans: We are exploring other clearinghouse integration options to serve you long term in addition to Waystar, so you can have options. This evaluation is still in its infancy, so we cannot provide specifics or a timeline, but want you to know this work is underway and may be a viable option for you in the future.

Again, our team at Valant is working closely with Optum to stay apprised of the situation and we are committed to supporting you through this. I encourage you to bookmark our Incident Update page for Valant customers, as well as UnitedHealth Group’s Cyber Response page to make sure you have the latest updates.

We recognize the burden you may be facing in getting paid while Optum works towards a resolution to claims submission, and we will do everything we can to stay on top of the latest updates from them, while finding other options for you to work with.

Thank you for your continued partnership.

Warm regards,
Ram Krishnan (He/Him)
Chief Executive Officer, Valant