FAQs from May 3rd Communication

 

Will eIVF be completing the RPA SFTP form for my practice?

The completion of the form is the sole responsibility of the practice, as the activity involves your practice and Optum/CHC.  We recommend working closely with your practice’s IT contact, as they will have access to information such as your server and directory details. Should you require assistance with specifics like your Client ID/Account Number/RPA ID, please reach out to the RPA Support Team via the Optum Customer Care Hub at: https://customercare.changehealthcare.com. Additionally, please ensure that the Technical Contact information provided on the form is your practice’s IT contact.

 

Why the delay in activation once I complete the registration with Optum/CHC?

One of the key design activities we are working with Optum is how claims files will be transmitted to Exchange. Optum has communicated that there is a new gateway, Enterprise Community Gateway, which has different access technology than the former SFTP gateway used in RPA. eIVF is working with Optum to finalize the automation for claims processing and is targeting a mid-May timeline to start the transition of practices to Exchange.

 

When will eIVF put us back on Change Healthcare?

Please note that the timing for the final activation of your clinic on the Optum Exchange solution, once all the information is collected and verified, my take several weeks – depending on the technical requirements provided by Optum, your clinic’s registration readiness, the status of your SOW, and position in queue

 

When should I stop processing claims through Availity?

As we work through your activation on Optum Exchange we will communicate specific dates on when to transition your claims processing. There will be a specific date when we recommend you cease processing claims through Availity to minimize denials or duplicate filings. These details will be communicated as part of your specific activation process.

FAQs from April 26th Communication

 

I have been invited to attend an Optum RPA reactivation meeting, should I attend?

Yes. There will be useful context provided in the session and directions on obtaining the information noted above (e.g., URLs, directory information, username). This is the information that you will need to provide to eIVF as part of the activation process. We strongly recommend that you engage your IT resources in those calls as they will have a role to play in the activation.

 

Why the delay in activation once I complete the registration with Optum/CHC?

One of the key design activities we are working with Optum is how claims files will be transmitted to Exchange. Optum has communicated that there is a new gateway, Enterprise Community Gateway, which has different access technology than the former sFTP gateway used in RPA. eIVF is working with Optum to design the automation for claims processing.

 

When will eIVF put us back on Change Healthcare?

Customers will be activated on the new Optum Exchange service. The timing will be dictated by the completion of the redesign to ensure automation with the new service. Optum is NOT reactivating customer on the old platform, rather, a new clearinghouse is being created. For this reason, new development is occurring to ensure that eIVF customers have seamless, automated access to the new platform for claims processing.

 

Will the new Exchange clearinghouse operate the same as the RPA solution?

As noted, there is a new file transfer process. However, Exchange capabilities are being released in phases. ERAs, for example, will be enabled in a later phase and no estimated time of restoral has been provided by Optum/CHC. Therefore, users may notice differences while CHC restoral continues – even after your practice is restored on Exchange.

 

I started the process with Availity Lifeline but paused it, should I continue?

If you have your access credentials from Availity and have started the process with eIVF to activate, you may continue. If you have been using a manual process since the cyber-attack in late February, we suggest you continue with that process.

 

When should I stop processing claims through Availity?

As we work through your activation on Optum Exchange we will communicate specific dates on when to transition your claims processing. There will be a specific date when we recommend you cease processing claims through Availity to minimize denials or duplicate filings. These details will be communicated as part of your specific activation process.

FAQs from April 19th Communication

 

We appreciate your continued patience while Optum/CHC works through their restoral efforts and request that you read thoroughly prior communications and FAQs for additional details. You should also scan your mail folders (including Spam or Other) for communications from either Change Healthcare or Optum (importantly, the emails may be coming from Optum). Their communications will include the information you need to reactive on their solutions. We will continue to work quickly to define our processes, based on input from Optum/CHC, and update you as required on our progress.

 

 

How long will restoral take once we provide the information from Optum/CHC to eIVF?

An estimated restoral date will be shared once we have your information and can coordinate a schedule for reactivation. This will be a phased approach and dates will be communicated on a per practice basis. However, we cannot commit to dates until the design work is completed based on information from Optum/CHC, which is still pending.

 

Why the delay in activation once I complete the registration with Optum/CHC?

One of the key design activities we are working is how files will be transmitted to Exchange. Optum/CHC has communicated that there is a new gateway, Enterprise Community Gateway, which has different access technology than the former sFTP gateway used in RPA. Optum/CHC needs to provide specific details for eIVF development to assess.

 

Can I remain on Availity?

No. Once you have completed your work with Optum/CHC and contacted eIVF we will begin the migration process to Exchange. At that point you will need to leave the Availity solution(s). The Availity solution was an interim solution only.

 

Will eIVF develop a solution with Availity?

Our priority is to work as quickly as possible to support restoral to Optum/CHC. However, once we complete that work, we will assess creating an alternative Availity solution. We understand that customers have requested a permanent solution for Availity but cannot start that assessment until the Optum/CHC work is completed.

 

Will the new Exchange clearinghouse operate the same as the RPA solution?

As noted, there is a new file transfer process. However, Exchange capabilities are being released in phases. ERAs, for example, will be enabled in a later phase and no estimated time of restoral has been provided by Optum/CHC. Therefore, users may notices differences while CHC restoral continues – even after your practice is restored on Exchange.

FAQs from April 15th Communication

 

Why can’t we just connect to another CHC clearinghouse that is already live?

Each solution is unique and offers different features. This means you would not have the same functionality as before the cyber-attack. Also, you will have to sign a new contract, receive new credentials, new payer IDs, etc. CHC does not recommend this course and may in fact take longer than waiting as they are prioritizing activating current customers on existing services. CHC continues to recommend that you use the alternative solutions until such time as your original service is restored.

 

Will we have to re-register with payers?

This may be required depending on the payer. CHC is working to activate payers on the platforms as they move through restoral but the processes for each payer are unique. Further details may be available closer to the point of restoral. However, there is an expectation that re-registration may be required for some payers.

 

What does that mean that CHC is creating a new clearinghouse?

Currently, eIVF customers connect to different clearinghouses at CHC depending on their specific contracts with CHC. For those customers using Revenue Performance Advisor (RPA), a new clearinghouse, Exchange, is being created. This may require re-registration with specific payers and new file transfer processes. We are still awaiting further details. This is why we are creating different processes based on the service you have with CHC. Each clinic circumstance may be unique.

 

We heard that CHC was bringing RPA back online in the next couple weeks, should we prepare?

Preparation, such as aligning resources and reading our prior communications, is always a positive step. However, full restoral of RPA is still “to be determined” according to CHC. They are bringing RPA back online in phases to test functionality, but this is not the complete solution. There is no communicated date for restoration. We will communicate with you the specific steps you need to take towards reactivation once we have that information from CHC.

 

Will we have to acquire new credentials to access CHC?

This may be required. At a minimum, you should reset prior passwords if they have not already been deactivated by CHC. Once we have the formal processes from CHC we will incorporate them into our checklist and configuration guides.

 

When will we receive the process information from eIVF on how to reactive?

This will be forthcoming in the weeks ahead. We are creating a process, SOW, checklist, and configuration guide to assist you in reactivation. However, we cannot complete this work until we have specific details from CHC. We will notify you via this communication process as we draw closer to the point of reactivation and then will contact your practice directly to review and implement your specific migration plan.

FAQs from April 8th Communication

 

Why can’t we just connect to another CHC clearinghouse that is already live?

Each solution is unique and offers different features. This means you would not have the same functionality as before the cyber-attack. Also, you will have to sign a new contract, receive new credentials, new payer IDs, etc. CHC does not recommend this course and may in fact take longer than waiting as they are prioritizing activating current customers on existing services. CHC continues to recommend that you use the alternative solutions until such time as your original service is restored.

 

Will we have to re-register with payers?

This may be required depending on the payer. CHC is working to activate payers on the platforms as they move through restoral but the processes for each payer are unique. Further details may be available closer to the point of restoral. However, there is an expectation that re-registration may be required for some payers.

 

What does that mean that CHC is creating a new clearinghouse?

Currently, eIVF customers connect to different clearinghouses at CHC depending on their specific contracts with CHC. For those customers using Revenue Performance Advisor (RPA), a new clearinghouse, Exchange, is being created. This may require re-registration with specific payers and new file transfer processes. We are still awaiting further details. This is why we are creating different processes based on the service you have with CHC. Each clinic circumstance may be unique.

 

We heard that CHC was bringing RPA back online in the next couple weeks, should we prepare?

Preparation, such as aligning resources and reading our prior communications, is always a positive step. However, full restoral of RPA is still “to be determined” according to CHC. They are bringing RPA back online in phases to test functionality, but this is not the complete solution. There is no communicated date for restoration. We will communicate with you the specific steps you need to take towards reactivation once we have that information from CHC.

 

Will we have to acquire new credentials to access CHC?

This may be required. At a minimum, you should reset prior passwords if they have not already been deactivated by CHC. Once we have the formal processes from CHC we will incorporate them into our checklist and configuration guides.

 

When will we receive the process information from eIVF on how to reactive?

This will be forthcoming in the weeks ahead. We are creating a process, SOW, checklist, and configuration guide to assist you in reactivation. However, we cannot complete this work until we have specific details from CHC. We will notify you via this communication process as we draw closer to the point of reactivation and then will contact your practice directly to review and implement your specific migration plan.

FAQs from March 26th Communication

 

I heard that clearinghouse services are back online, why can’t we reactive?

CHC offers several clearinghouse services. The clearinghouse that eIVF customers are aligned with, the largest and most feature-rich clearinghouse offered by CHC, remains offline and is undergoing testing.

 

Why can’t we just connect to another CHC clearinghouse that is already live?

Each solution is unique and offers different features. This means you would not have the same functionality as before the breach. Also, you will have to sign a new contract, receive new credentials, new payer IDs, etc. CHC does not recommend this course and may in fact take longer than waiting as they are prioritizing activating current customers on existing services. CHC continues to recommend that you use the alternative solutions until such time as your original service is restored.

 

My claims were rejected by Availity, can eIVF help resolve these issues?

Unfortunately, eIVF cannot resolve issues with claims denials through Availity. You must call Availity to resolve. Most rejections include an explanation, and we suggest you read that closely and contact Availity. Additionally, we have noticed that most denials are due to invalid Payer IDs, we suggest you look at those closely before submitting.

In addition, the second most common rejection is due to the Availity plan type chosen some payers fall under a certain platform support with Availity Essentials Plus and a transaction plan type upgrade may be necessary.  Please note that additional costs may be involved if you choose to upgrade.  Whether or not to pursue other Availity options beyond the Lifeline Solution will be a clinic decision.

FAQs from April 26th Communication

 

I have been invited to attend an Optum RPA reactivation meeting, should I attend?

Yes. There will be useful context provided in the session and directions on obtaining the information noted above (e.g., URLs, directory information, username). This is the information that you will need to provide to eIVF as part of the activation process. We strongly recommend that you engage your IT resources in those calls as they will have a role to play in the activation.

 

Why the delay in activation once I complete the registration with Optum/CHC?

One of the key design activities we are working with Optum is how claims files will be transmitted to Exchange. Optum has communicated that there is a new gateway, Enterprise Community Gateway, which has different access technology than the former sFTP gateway used in RPA. eIVF is working with Optum to design the automation for claims processing.

 

When will eIVF put us back on Change Healthcare?

Customers will be activated on the new Optum Exchange service. The timing will be dictated by the completion of the redesign to ensure automation with the new service. Optum is NOT reactivating customer on the old platform, rather, a new clearinghouse is being created. For this reason, new development is occurring to ensure that eIVF customers have seamless, automated access to the new platform for claims processing.

 

Will the new Exchange clearinghouse operate the same as the RPA solution?

As noted, there is a new file transfer process. However, Exchange capabilities are being released in phases. ERAs, for example, will be enabled in a later phase and no estimated time of restoral has been provided by Optum/CHC. Therefore, users may notice differences while CHC restoral continues – even after your practice is restored on Exchange.

 

I started the process with Availity Lifeline but paused it, should I continue?

If you have your access credentials from Availity and have started the process with eIVF to activate, you may continue. If you have been using a manual process since the cyber-attack in late February, we suggest you continue with that process.

 

When should I stop processing claims through Availity?

As we work through your activation on Optum Exchange we will communicate specific dates on when to transition your claims processing. There will be a specific date when we recommend you cease processing claims through Availity to minimize denials or duplicate filings. These details will be communicated as part of your specific activation process.

FAQs from April 19th Communication

 

We appreciate your continued patience while Optum/CHC works through their restoral efforts and request that you read thoroughly prior communications and FAQs for additional details. You should also scan your mail folders (including Spam or Other) for communications from either Change Healthcare or Optum (importantly, the emails may be coming from Optum). Their communications will include the information you need to reactive on their solutions. We will continue to work quickly to define our processes, based on input from Optum/CHC, and update you as required on our progress.

 

 

How long will restoral take once we provide the information from Optum/CHC to eIVF?

An estimated restoral date will be shared once we have your information and can coordinate a schedule for reactivation. This will be a phased approach and dates will be communicated on a per practice basis. However, we cannot commit to dates until the design work is completed based on information from Optum/CHC, which is still pending.

 

Why the delay in activation once I complete the registration with Optum/CHC?

One of the key design activities we are working is how files will be transmitted to Exchange. Optum/CHC has communicated that there is a new gateway, Enterprise Community Gateway, which has different access technology than the former sFTP gateway used in RPA. Optum/CHC needs to provide specific details for eIVF development to assess.

 

Can I remain on Availity?

No. Once you have completed your work with Optum/CHC and contacted eIVF we will begin the migration process to Exchange. At that point you will need to leave the Availity solution(s). The Availity solution was an interim solution only.

 

Will eIVF develop a solution with Availity?

Our priority is to work as quickly as possible to support restoral to Optum/CHC. However, once we complete that work, we will assess creating an alternative Availity solution. We understand that customers have requested a permanent solution for Availity but cannot start that assessment until the Optum/CHC work is completed.

 

Will the new Exchange clearinghouse operate the same as the RPA solution?

As noted, there is a new file transfer process. However, Exchange capabilities are being released in phases. ERAs, for example, will be enabled in a later phase and no estimated time of restoral has been provided by Optum/CHC. Therefore, users may notices differences while CHC restoral continues – even after your practice is restored on Exchange.

FAQs from April 15th Communication

 

Why can’t we just connect to another CHC clearinghouse that is already live?

Each solution is unique and offers different features. This means you would not have the same functionality as before the cyber-attack. Also, you will have to sign a new contract, receive new credentials, new payer IDs, etc. CHC does not recommend this course and may in fact take longer than waiting as they are prioritizing activating current customers on existing services. CHC continues to recommend that you use the alternative solutions until such time as your original service is restored.

 

Will we have to re-register with payers?

This may be required depending on the payer. CHC is working to activate payers on the platforms as they move through restoral but the processes for each payer are unique. Further details may be available closer to the point of restoral. However, there is an expectation that re-registration may be required for some payers.

 

What does that mean that CHC is creating a new clearinghouse?

Currently, eIVF customers connect to different clearinghouses at CHC depending on their specific contracts with CHC. For those customers using Revenue Performance Advisor (RPA), a new clearinghouse, Exchange, is being created. This may require re-registration with specific payers and new file transfer processes. We are still awaiting further details. This is why we are creating different processes based on the service you have with CHC. Each clinic circumstance may be unique.

 

We heard that CHC was bringing RPA back online in the next couple weeks, should we prepare?

Preparation, such as aligning resources and reading our prior communications, is always a positive step. However, full restoral of RPA is still “to be determined” according to CHC. They are bringing RPA back online in phases to test functionality, but this is not the complete solution. There is no communicated date for restoration. We will communicate with you the specific steps you need to take towards reactivation once we have that information from CHC.

 

Will we have to acquire new credentials to access CHC?

This may be required. At a minimum, you should reset prior passwords if they have not already been deactivated by CHC. Once we have the formal processes from CHC we will incorporate them into our checklist and configuration guides.

 

When will we receive the process information from eIVF on how to reactive?

This will be forthcoming in the weeks ahead. We are creating a process, SOW, checklist, and configuration guide to assist you in reactivation. However, we cannot complete this work until we have specific details from CHC. We will notify you via this communication process as we draw closer to the point of reactivation and then will contact your practice directly to review and implement your specific migration plan.

FAQs from April 8th Communication

 

Why can’t we just connect to another CHC clearinghouse that is already live?

Each solution is unique and offers different features. This means you would not have the same functionality as before the cyber-attack. Also, you will have to sign a new contract, receive new credentials, new payer IDs, etc. CHC does not recommend this course and may in fact take longer than waiting as they are prioritizing activating current customers on existing services. CHC continues to recommend that you use the alternative solutions until such time as your original service is restored.

 

Will we have to re-register with payers?

This may be required depending on the payer. CHC is working to activate payers on the platforms as they move through restoral but the processes for each payer are unique. Further details may be available closer to the point of restoral. However, there is an expectation that re-registration may be required for some payers.

 

What does that mean that CHC is creating a new clearinghouse?

Currently, eIVF customers connect to different clearinghouses at CHC depending on their specific contracts with CHC. For those customers using Revenue Performance Advisor (RPA), a new clearinghouse, Exchange, is being created. This may require re-registration with specific payers and new file transfer processes. We are still awaiting further details. This is why we are creating different processes based on the service you have with CHC. Each clinic circumstance may be unique.

 

We heard that CHC was bringing RPA back online in the next couple weeks, should we prepare?

Preparation, such as aligning resources and reading our prior communications, is always a positive step. However, full restoral of RPA is still “to be determined” according to CHC. They are bringing RPA back online in phases to test functionality, but this is not the complete solution. There is no communicated date for restoration. We will communicate with you the specific steps you need to take towards reactivation once we have that information from CHC.

 

Will we have to acquire new credentials to access CHC?

This may be required. At a minimum, you should reset prior passwords if they have not already been deactivated by CHC. Once we have the formal processes from CHC we will incorporate them into our checklist and configuration guides.

 

When will we receive the process information from eIVF on how to reactive?

This will be forthcoming in the weeks ahead. We are creating a process, SOW, checklist, and configuration guide to assist you in reactivation. However, we cannot complete this work until we have specific details from CHC. We will notify you via this communication process as we draw closer to the point of reactivation and then will contact your practice directly to review and implement your specific migration plan.

FAQs from March 26th Communication

 

I heard that clearinghouse services are back online, why can’t we reactive?

CHC offers several clearinghouse services. The clearinghouse that eIVF customers are aligned with, the largest and most feature-rich clearinghouse offered by CHC, remains offline and is undergoing testing.

 

Why can’t we just connect to another CHC clearinghouse that is already live?

Each solution is unique and offers different features. This means you would not have the same functionality as before the breach. Also, you will have to sign a new contract, receive new credentials, new payer IDs, etc. CHC does not recommend this course and may in fact take longer than waiting as they are prioritizing activating current customers on existing services. CHC continues to recommend that you use the alternative solutions until such time as your original service is restored.

 

My claims were rejected by Availity, can eIVF help resolve these issues?

Unfortunately, eIVF cannot resolve issues with claims denials through Availity. You must call Availity to resolve. Most rejections include an explanation, and we suggest you read that closely and contact Availity. Additionally, we have noticed that most denials are due to invalid Payer IDs, we suggest you look at those closely before submitting.

In addition, the second most common rejection is due to the Availity plan type chosen some payers fall under a certain platform support with Availity Essentials Plus and a transaction plan type upgrade may be necessary.  Please note that additional costs may be involved if you choose to upgrade.  Whether or not to pursue other Availity options beyond the Lifeline Solution will be a clinic decision.

FAQs from March 19th Communication

 

Change Healthcare recently announced they would begin the testing phase for connectivity to their medical claims network and software. Given this development, should we proceed with the migration to Availity’s Lifeline?

Yes, while Change Healthcare is expecting to begin testing connectivity to their claims network and software this week (March 18), they have strongly recommended that you utilize workarounds in the interim. Currently, there’s no definite timeline for when Change Healthcare’s claims network and software will be 100% fully operational.

 

We have had a number of claims rejected by Availity since migrating to the temporary Availity Lifeline Solution. Can you please comment on how we improve acceptance?

Unfortunately, eIVF is unable to provide specific reasons for claim denials. As stated previously, you should consult the claim rejection notice and reach out to Availity directly for clarification. eIVF does not have access to further details regarding claim rejections, so direct communication with Availity is essential for understanding the reasons behind a denial.

We recommend closely reviewing the payer IDs associated with your claims to verify their accuracy as Availity payer IDs. Many customers have identified incorrect payer IDs as a primary reason for claim rejections. Please remember, eIVF does not possess additional information regarding the reasons for claim denials.

 

Will we need to resubmit all claims starting from Feb 21st?

Yes.  Once the Availity Lifeline Solution is created and active for your practice, you will need to resubmit.

 

Will we receive ERAs?

The Availity Lifeline Solution is a limited, stopgap solution and does not offer a like for like solution to your normal CHC claims processing. You can explore other Availity plan options by visiting – https://www.availity.com/availity-lifeline-self-serve-resources or you can reach out to your Availity contact. Note that solutions other than the Lifeline Solution may have additional charges by Availity. Whether or not to pursue other Availity options beyond the Lifeline Solution will be a clinic decision.

FAQs from March 14th Communication

 

We have had a number of claims rejected by Availity. Can you please comment on how we improve acceptance?

We cannot comment on why a particular claim may have been rejected. As stated previously, you will need to read the claim rejection notice and contact Availity directly. We encourage you to review the payer IDs submitted with the claims to ensure that they are valid Availity payer IDs. Customers have noticed that this is a leading cause of rejections.

 

Should we sign up for the Availity EDI solution?

The decision will depend on your business requirements. Our focus has been on enabling the Availity lifeline solution and supporting automation of that solution. We cannot comment on whether you should pursue other offerings from Availity.

FAQs from March 8th Communication

 

How do we process TriZetto claims if the temporary Availity solution will not process them?

The lifeline solution from Availity is a stopgap solution and is not a “like for like” replacement for the standard Change Healthcare solution.   As such, it may not support all scenarios for all customers.  In those circumstances where specific payers or clearinghouse partners are not available or supported, you may consider dropping claims to paper, if the format is accepted, or file once Change Healthcare is restored.  The decision will have to be made by each clinic based on their unique situation.

 

What steps are necessary to switch to Availity’s Lifeline solution?

We strongly encourage you to visit eIVF’s dedicated webpage on Change Healthcare Updates – https://eivf.org/changehealthcare/. We have outlined the essential steps and information to ensure a smooth migration to the Availity Lifeline solution. Also, we further recommend that you thoroughly review the documents which include the Availity Lifeline Migration Process, the Availity Lifeline Readiness Checklist and the FAQs. Please be aware that we regularly update these documents to reflect new information as it becomes available, and recommend revisiting these documents periodically for any updates.

 

I have stopped submitting claims, but wonder if I can continue to post and save the data until Availity Lifeline is enabled? Please advise?

Yes, you can continue to post and save the data until Availity’s Lifeline is enabled.

 

If I have previously used Availity, do I still need to register for Availity’s Lifeline solution?

If you still have access to your Availity credentials, and those credentials remain active, you do not need to register for their Lifeline solutions.

 

Change Healthcare recently announced they would begin the testing phase for connectivity to their medical claims network and software. Given this development, should we proceed with the migration to Availity’s Lifeline?

Yes, while Change Healthcare is expecting to begin testing connectivity to their claims network and software on March 18th, they have strongly recommended that you utilize workarounds in the interim. At this time, there is no ETA on when Change Healthcare’s claims network and software will be fully functional.

.

FAQs from March 5th Communication

 

To maintain continuity of communication, we will augment the FAQ provided last week rather than only publish new questions.  While this may generate a lengthy update, it will ensure that all information remains available to you in each subsequent communication.  

 

Has the point of entry into the attack on Change Healthcare been determined?

 

Based on the latest update from Change Healthcare/Optum, the source of entry for the attack has not yet been determined.  Neither has the nature nor volume of data compromised been determined.  Change Healthcare/Optum continue to work with their external resources to investigate these questions.

 

Are there sources of information or updates from Change Healthcare that we can access?

 

Yes.  Optum, United Healthcare, and Change Healthcare have published the following URLs that you may access for current updates on the status of their restoral and investigation. They have also provided FAQs that you might find useful to addressing your specific circumstances depending on your broader relationship with the Optum ecosystem.

 

https://www.unitedhealthgroup.com/changehealthcarecyberresponse

https://status.changehealthcare.com/incidents/hqpjz25fn3n7

 

Is there a way to determine the status of our submitted claims before the cyber-attack?

No. For claims submitted before February 21st, Change Healthcare has stated that they cannot determine the status of the claims at this time.  Anything submitted after the 21st, may show pending but given the outage, has not been processed and is currently sitting in queue.

 

Is there a way for PracticeHwy to help us understand the number of claims that are currently being held and the dollar amount?

Currently, there isn’t a way to check the status of claims. However, you can run an AR report and use carrier portals to potentially check the status of claims submitted before February 21st.

 

Should I continue to submit claims?

No.  We recommend that you stop submitting claims immediately.  Any claims submitted using the Change Healthcare configuration will be rejected and must subsequently be resubmitted under the Availity Lifeline configuration.

 

Will we need to resubmit all claims starting from Feb 21st?

Yes.  Once the interim automation is created and active, per the process described in the attached PDF, you will need to resubmit.  Note that we cannot comment on the Availity process or how that will interact with Change Healthcare.  We suggest that if you have any questions regarding Change Healthcare claims processing you leverage the resources provided in the URLs above where Change Healthcare support resources are identified.

 

Once the interim automation is in place with Availity, will eIVF track our claims and provide status?

Claims’ SFTP responses will be available in the claim history screen. It will be the clinic’s responsibility to manage and verify the responses as part of their normal internal practice workflow.

 

Can we simply remain on Availity rather than converting back to Change Healthcare once Change Healthcare is restored?

No.  The Availity solution is a temporary, lifeline solution.  Once Change Healthcare is restored you will be required to convert back to Change Healthcare.  It is expected that the Availity lifeline solution will be terminated at some point post-restoral.  This is why it is essential that you save your Change Healthcare Payer ID configuration before you implement the Availity lifeline configurations.

 

Our priority is and will remain enabling the temporary solution to support your immediate need.  There is no migration path at this time to a permanent Availity solution.

FAQs from February 29th Communication

 

Have our eIVF systems been compromised due to the Change Healthcare cyber-attack?

No.  Our communication with Change Healthcare relies exclusively on SFTP.  We transmit text files from the eIVF premises to Change Healthcare and reciprocally retrieve text files through a cron job via SFTP.  Our application strictly adheres to a read-only policy and is limited to handling text files; it does not execute any other files.

 

Does Change Healthcare have any access to our on-premises eIVF server infrastructure?

No.  Change Healthcare does not have remote access, of any type, to eIVF on-premises servers.  eIVF drives communications and we have control over when and where data is exchanged through SFTP.  As result, Change Healthcare is unable to initiate any data transmission back to eIVF.  eIVF initiates and orchestrates that process.

 

Is there a workaround in place while Change Healthcare recovers?

Just recently, Availity launched a lifeline service for impacted Change Healthcare customers.  Details are available at the following URL:  https://www.availity.com/availity-lifeline-self-serve-resources

However, this is a lifeline service only, manual in nature, limited in features, and not currently integrated with eIVF. Customers will have to assess if this stopgap measure provided by Availity will meet current need.  We are currently working with Availity to develop an automated integration process to eIVF.  In the meantime, we recommend that customers register for the lifeline service as that registration will be required to use the automated solution once completed.

 

When will the automation with Availity be available via eIVF?

We are working with Availity to develop a design for integration.  While no timeline is available at this time, we have defined the process and requirements from the eIVF side of the connection as well as defined what actions customers will need to take to activate the connection once completed.  We have prioritized our development plan to support this urgent requirement.  Once we have more detail from Availity regarding timing, we will update our customers.