Change Healthcare Security Incident FAQ
Updated March 26, 2024
Due to the Change Healthcare cybersecurity attack in February affecting payers nationwide, we’ve been unable to generate claim payments and remittance files for Medica benefit plans under payer ID 39113 that use Change Healthcare as the payment service vendor. The FAQs below, originally distributed to providers on March 8, 2024, have been updated for new information, including Medica’s mitigation plan.
Q1: How does Medica interact with Change Healthcare?
A: Prior to Change Healthcare’s cybersecurity incident, Change Healthcare served as the payment service vendor (e.g., provider remittance, Explanations of Payments [EOPs], electronic funds transfer [EFT], and paper checks) for many of our benefit plans. Additionally, there are providers who use Change Healthcare as their clearinghouse to exchange HIPAA transactions with us.
Q2: How does the Change Healthcare security incident affect Medica? (Updated March 26, 2024)
A: There is no indication that our systems or data were compromised as a result of the Change Healthcare security incident. However, Change Healthcare’s system shutdown meant that we couldn’t generate claim payments and remittance files for Medica benefit plans under payer IDs 39113.
Q3. What is the timeline for Change Healthcare’s resolution? (Updated March 26, 2024)
A: Change Healthcare is providing online updates. We’ve made the decision to mitigate this situation for Medica independently of Change Healthcare.
Q4: What’s Medica’s mitigation? (Added March 26, 2024)
A: Starting April 4, 2024, we’re switching from Change Healthcare to InstaMed for payment services so that we can resume providing claim payments and remittance files for our benefit plans under payer ID 39113.
Q5: Who is InstaMed? (Added March 26, 2024)
A: InstaMed is our payment service vendor for claims under payer ID 41822, currently Individual + Family Business (IFB)/Affordable Care Act (ACA) members. Their services include provider remittance advices, paper and electronic EOPs, EFT, and paper checks.
Q6: Is registration required with InstaMed? (Added March 26, 2024)
A: If you’ve registered with InstaMed for claim payments from any payer, you’re already set up to start receiving payments for claims under payer ID 39113. If you’re not registered with InstaMed, you will receive paper checks.
If you want to avoid paper checks (and potentially multiple paper checks for backlog payments), register at instamed.com/eraeft or call InstaMed at (866) 945-7990.
Q7: When will payments be released? (Added March 26, 2024)
A: InstaMed will begin releasing backlog payments on April 4, 2024, starting with claims that were submitted in February. Payments will be routed the same way as payer ID 41822 payments. InstaMed will continue to generate weekly IFB/ACA payments on Wednesday and Friday. They will release backlog payments on alternative days of the week until the backlog is cleared.
Q8: Where will remittance information be available? (Added March 26, 2024)
A: You’ll be able to view remittance information in the InstaMed provider portal. As we initially connect with InstaMed for payer ID 39113, this remittance information won’t be available in the Medica provider portal.
Q9: Are advance payment options available? (Updated March 26, 2024)
A: With our switch from Change Healthcare to InstaMed, we’ll be able to start generating payments to providers starting April 4, 2024.
Change Healthcare is offering an optional temporary funding assistance through Optum Pay. This is not a Medica program.
Q10: Are there other electronic claim submission options? (Updated March 26, 2024)
A: Yes, for benefit plans under payer ID 39113 individual electronic claims can be submitted via Smart Data Stream Clearinghouse Services which is a free EDI claim submission alternative. Register by calling 855-297-4436 or online. Payments for these claims will be generated through InstaMed.
Q11: Does Medica accept paper claims? (Updated March 26, 2024)
A: Yes. Paper claims can be sent to the address listed on the member’s ID card. Payments for paper claims under payer IDs 39113 and 41822 will be generated through InstaMed.
Q12: Will Medica waive timely filing?
A: Yes. We’re waiving timely filing limits for claims across all claim platforms until further notice. |