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Yesterday, Change Healthcare (Optum Health) reported a cybersecurity event. Until the situation is resolved, all connection with Change Healthcare has been blocked to ensure our systems remain protected. We have NOT been notified, as of this communication, of any patient data being compromised.
As a claims clearinghouse for APP, the following operations are impacted at this time:
- Inability to submit pre-authorizations
- Delay in inbound claims submissions
- Delayed payment (ERA/EFT)
- Eligibility verification
- APP Service and Claim Denial letters
Additionally, as a vendor for our Advocate retail pharmacies, and like many other retail pharmacies nationwide, this affects our ability to fill prescriptions normally, as we’re unable to receive accurate copay information or ensure prescription drugs are covered under insurance. Despite this disruption, we remain committed to serving the needs of our patients and have necessary procedures in place to ensure the distribution of prescriptions to the best of our ability. Review these talking points regarding Advocate and Aurora retail pharmacies for details.
This cyber issue is also impacting medical infusion, surgical and imaging referrals at Advocate as internal teams are not able to process new prior authorizations. This impacts patients with United Health Care (UHC) coverages for both government and commercial plans. At this time, we are not aware this has impacted other payors. Prior authorization requests will need to be submitted by phone or fax and we do not have specific turnaround times from UHC. Patients can be assured we are continuing to work with the plans to ensure requests are worked in a timely fashion and patients can be directed to call the sites Insurance Clearance/PreService team for updates and the status on specific cases.
We will share more updates as the situation unfolds. Contact the Customer Solution Center (847.298.6000) with questions.
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