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INFORMATION ON THE CHANGE HEALTHCARE CYBER RESPONSE
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* Updated as of March 5, 2024. We will provide updates as more information
becomes available.
* Change Healthcare works across the health system to make clinical,
administrative and financial processes simpler and more efficient for payers,
providers and consumers. Change Healthcare has experienced a cybersecurity
issue, and we have multiple workarounds to ensure provider claims are
addressed and people have access to the medications and care they need. The
following page is a resource for UnitedHealth Group, UnitedHealthcare, Optum
and Change Healthcare stakeholders. In addition to being a main source for
the latest business and information updates, this page also contains links to
other resources to support stakeholders in managing any related impacts.
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Information on the Change Healthcare Cyber Response
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Change Healthcare can confirm we experienced a cybersecurity issue perpetrated
by a cybercrime threat actor who has represented itself to us as
ALPHV/Blackcat.
Our experts are working to address the matter and we are working closely with
law enforcement and leading third-party consultants, such as Mandiant and Palo
Alto Networks, on this attack against Change Healthcare’s systems. We are
actively working to understand the impact to members, patients and customers.
Patient care is our top priority, and we have multiple workarounds to ensure
people have access to the medications and the care they need. Based on our
ongoing investigation, there is no indication that Optum, UnitedHealthcare and
UnitedHealth Group systems have been affected by this issue.
We’ve made progress in providing workarounds and temporary solutions to bring
systems back online in pharmacy, claims and payments. We continue to be
proactive and aggressive with all our systems, and if we suspect any issue with
the system, we will immediately take action.
LATEST UPDATES
* Pharmacy
e-Prescribe is available for pharmacies to receive electronic payments. So
far, Change Healthcare has processed more than 3 million transactions, with
volume increasing daily as more system vendors reconnect.
As a result of workarounds and systems coming back online, we continue to see
pharmacy claims flowing at near-normal levels. While some pharmacies are
still unable to submit claims, we are making progress toward full
restoration.
The pharmacy network, which connects pharmacies and PBMs, is in final
end-to-end testing with our partners. We anticipate that our Change
Healthcare Pharmacy network will be back online for the vast majority of
submitters as soon as Thursday. This will allow pharmacies to submit
real-time claims and receive payments on those claims. Watch the website for
updates on timing and availability.
The online network will allow us to address noted hotspots: infusion services
and couponing.
* For impacted infusion pharmacies, more pharmacy claims are flowing due to
a solution enabling infusion pharmacies to reroute their business. When
the Change network comes back online, any infusion pharmacy unable to
leverage the software will once again be able to submit claims.
* The Change network reconnection will address the majority of the coupon
volume that was managed by Change. We will continue to work with partners
and customers to address the remaining coupon issues.
* Claims
As workarounds continue to be deployed, our latest data shows 90% of claims
are flowing uninterrupted. Fast adoption and implementation of additional
solutions by payers and providers could increase claims to 95% sometime next
week.
While the claims issue is not fully resolved, our goal is total restoration
of our systems. We believe full recovery of the medical network will take
longer than the pharmacy network. We are encouraging payers and providers
experiencing challenges to use the available temporary solutions to get
claims flowing again.
For payers exclusive to the Change clearinghouse, we continue to mobilize a
new solution to move the Change gateway claims connection to an Optum
electronic data interchange (EDI) claims connection. As of March 5, we are
implementing this workaround with more than 25 of our large exclusive payers
that used the Change managed gateway, and we’re actively working to bring
more online every day.
Moving on to providers, we acknowledge there are still a number of providers
who are not able to submit claims or receive payment.
Our strong recommendation is for providers and revenue cycle vendors to
connect to our EDI option. This will work for the vast majority of providers
who cannot submit today. There are some cases where other approaches need to
be designed due to connection incompatibility. We regard EDI to be the most
expeditious way to help solve this problem. We fully acknowledge that not all
functionality will be in place and will create some rework burden, but we are
recommending this approach to get claims flowing.
To support these efforts, as of March 5, 2024, we began hosting an ongoing
series of webinars on EDI. Our teams are ready to engage and help those
payers and providers get claims connections built quickly through this secure
and verified platform.
Please connect with your account team if you want to receive support
regarding moving to Optum’s EDI claims connections. Click on the client
assistance email link in the Quick Links section on the right. Our team will
respond regarding your specific situation to connect you to the resources and
webinars to learn more about the solution.
As we continue to navigate this issue, we encourage you to execute your
continuity plans with clearinghouses and continue to use payer portals for
claims submission, status and eligibility.
* Payment
We are making progress on both temporary funding assistance and restoration
of the Change payment capabilities.
Optum Financial Services established a temporary funding assistance program
at www.optum.com/temporaryfunding to help with short-term cash flow needs for
providers who receive payments from payers that were processed by Change
Healthcare. Once normal payment operations resume, the funds will simply need
to be repaid. No fees. No interest. No other associated costs.
We will continually evaluate and allow providers to select funding each week
as needs persist. These weekly payments will not automatically renew;
instead, a provider must elect to accept funding each week.
We understand this program does not solve all provider funding needs. This is
not a program for providers who have had claims submission disruptions, but
rather for those whose payment distribution has been impacted.
For the small percentage of providers for whom the EDI solution will not
work, we are implementing a supplemental custom funding program. In our
ongoing engagement with providers, our top priority is to get them on EDI,
but we understand the need to get funds in the hands of providers promptly.
Using our data, our account teams will identify providers who are unable to
submit claims and will proactively reach out. We will have more to update on
Friday and will provide more specifics on eligibility, funding limits and
timing of these additional options.
* Technology
There is no indication that Optum, UnitedHealthcare and UnitedHealth Group
systems have been affected by this issue. We continue to scan those
environments and continue to validate our earliest findings that they were
not impacted. If we had any reservation about those other systems, we would
have ceased services immediately. Therefore, anything currently functioning
means we have full confidence in it.
We’ve completed the preliminary investigation and have declared a
safe-restoration date. We have high confidence that we understand the attack
vectors, Indicators of Compromise (IOCs) and the steps needed to remediate.
Since day one, we have never adjusted the quarantine boundary. Results from
our ongoing review continue to prove that the boundary was and is accurate.
Our teams have been diligently working on restoration of the core
environment. We expect our data center rebuild and restoration of database
center services to be complete this week. From there, we will turn our full
attention to application and service restoration.
In parallel, we have worked tirelessly to redeploy workaround services to
establish a parallel network environment with full safety controls, and we
expect that to be completed this week.
Service restoration for payments, pharmacy, and medical claims are our top
priorities and will remain the top focus. We are accelerating multiple
approaches to restore those impacted environments.
Rest assured, if we suspect an issue, we will immediately sever
connections. Safe restoration remains of utmost importance. We will not take
shortcuts and we continue to work around the clock to get there.
QUICK LINKS
Providers
Visit the UnitedHealthcare Provider Portal .
Provider Temporary Funding
View resources .
Pharmacies
For Optum Rx network pharmacies, visit the Optum Rx Pharmacy Portal .
For Change Healthcare pharmacies, resources coming soon.
Change Healthcare Client Services Assistance (iEDI)
Email client_assistance@optum.com.
If you work with a client manager, please contact them directly.
Chief Information Security Officers
View Optum Solution Status Updates .
UnitedHealthcare & Optum Consumers
Contact numbers can be found on the back of your member ID card.
Media Inquiries
Email newsroom@optum.com.
FREQUENTLY ASKED QUESTIONS
* What happened?
On Feb. 21, 2024, we discovered a threat actor gained access to one of our
Change Healthcare environments. Once we became aware of the outside threat,
in the interest of protecting our partners and patients, we took immediate
action to disconnect Change Healthcare’s systems to prevent further impact.
Our security team, along with law enforcement and independent experts, began
working to address the matter. At this time, we believe the cybersecurity
issue is specific to Change Healthcare.
* When will systems be restored?
Our teams have been diligently working on restoration of the core
environment. We expect our data center rebuild and restoration of database
center services to be complete this week. From there, we will turn our full
attention to application and service restoration.
In parallel, we have worked tirelessly to redeploy workaround services to
establish a parallel network environment with full safety controls, and we
expect that to be completed this week.
Service restoration for payments, pharmacy, and medical claims are our top
priorities and will remain the top focus. We are accelerating multiple
approaches to restore those impacted environments.
Rest assured, if we suspect an issue, we will immediately sever connections.
Safe restoration remains of utmost importance. We will not take shortcuts and
we continue to work around the clock to get there.
* Is patient health information compromised?
Our privacy office and security information teams are actively engaged and
working to understand the impact to members, patients and customers.
* How confident are you in your current operational systems?
We have a high level of confidence Optum, UnitedHealthcare and UnitedHealth
Group systems have not been affected by this issue. We see no evidence of
compromise beyond the scope of the Change Healthcare applications.
Two great examples are InterQual Cloud and Enterprise Imaging services. Both
remain operational and are available to customers and partners.
We will continue to be proactive and aggressive with all our systems, and if
we suspect any issue with the system, we will immediately take action and
disconnect. Anything available and up and running today has been deemed clean
and appropriate for us to continue to operate.
We have no suspicions about any of the production systems available to you.
As we remediate, the most impacted partners are those who have disconnected
from our systems and/or did not have business continuity plans sufficient to
execute workarounds. We are actively engaging with those customers to
understand how we can help.
* How are you addressing workarounds for customers and partners?
While we are focused on addressing this cybersecurity issue, we are committed
to ensuring our clients and patients have access to the care and solutions
they need. We appreciate the partnership and hard work of all relevant
stakeholders to ensure providers and pharmacists have effective workarounds
to serve their patients as systems are restored to normal. The workarounds
include enacting manual processes to submit information, checking
eligibility, looking at claim status to make claims, clearing prior
authorizations and filling prescriptions.
We are directing stakeholders to appropriate, operational portals that will
enable continuity of care.
* What areas of the health system does Change Healthcare support?
Change Healthcare works across the health system to make clinical,
administrative and financial processes simpler and more efficient for payers,
providers and consumers. Key areas of support include pharmacy claims
transactions, provider claims processing, patient access and financial
clearance, provider payments, and authorizations and medical necessity
reviews. We have been working with clients, providers and pharmacies to enact
manual processes for these activities and will continue to provide updates.
* What actions have you taken to ensure no further impact?
In the interest of protecting our partners and patients, we took immediate
action to disconnect Change Healthcare’s systems to prevent further impact.
This was done so our customers and partners do not need to take action. We
have a high level of confidence Optum, UnitedHealthcare and UnitedHealth
Group systems have not been affected by this issue. We believe all
operational systems are safe for continued use.
Our security team is working with leading cybersecurity firms – including
Mandiant and Palo Alto Networks – as well as external resources to
investigate the issue, while also working to protect our systems. Further,
Microsoft and Amazon Web Service are engaged with us on additional scanning
of our cloud environment. We will continue to be proactive and aggressive
with all our systems, and if we suspect any issue with the system, we will
immediately take action and disconnect.
As of right now, we see no evidence of lateral movement beyond the Change
Healthcare environment. There is no evidence of cross-contamination or that
this has moved beyond those boundaries.
* Has the company been in touch with law enforcement?
Yes. At this time, we are doing everything possible in the interest of
protecting our partners and patients. We have been transparent with law
enforcement, and we will continue to coordinate with our law enforcement
partners. Indicators of Compromise (IOCs) were shared with them as part of
our investigation on Sunday, Feb. 25.
This incident serves as yet another reminder of the interconnectedness of our
health care ecosystem and of the urgency of strengthening cybersecurity
resiliency across the industry.
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