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Change Healthcare Outage

Update 4/5/24

Elderplan is committed to our provider community and supporting you during the Change Healthcare outage. Please reach out to Provider Services if you have any questions by calling 1-800-353-3765, option 2.

Can Elderplan produce Explanations of Payment (EOPs)?

Elderplan is very pleased to share that we can now produce 835 files with claim backup data for providers who submit claims via HHA Exchange or TransShuttle.

Providers who submit via TransShuttle should be able to see the 835 files on the TransShuttle dashboard.  You can view and download the files.

Providers who submit via HHA Exchange should continue doing so. In addition, these providers need to register with TransShuttle to view and download the 835s.  To access the guide containing registration instructions, simply click here. For assistance with navigating the system, click this link.

835s are available for all claims submitted via HHA Exchange or TransShuttle since the beginning of the Change Healthcare outage.

Claims Submission

Elderplan can continue to receive claims from providers* while the Change Healthcare platform remains inaccessible. Please refer to the three options below, and choose the option that best fits your needs. Each service is free for providers to use.

  1. HHA Exchange
  2. TransShuttle
  3. Paper claims

*Many providers are submitting claims through other clearinghouses, such as Availity, All Data, Inovalon, Claim.MD, or Electrobills. TransShuttle has the ability to work with those clearinghouses, but a connection must be established between the clearinghouse and TransShuttle in order for claims to be transmitted via TransShuttle to Elderplan for processing.  Please contact your clearinghouse and arrange for them to transmit your Elderplan claims to TransShuttle. Otherwise, Elderplan will not receive the claims.

Update on issuance of paper checks

Checks in payment of claims received by March 15 were sent out on April 2.  If a provider does not receive a check by May 10, they can reach out to [email protected].

 

Update 3/13/24

Elderplan is committed to our provider community and supporting you during the Change Healthcare outage. Please reach out to Provider Services if you have any questions by calling 1-800-353-3765, option 2.

Claims Submission

Elderplan is pleased to share that it can receive claims from providers* while the Change Healthcare platform remains inaccessible. Please refer to the three options below, and choose the option that best fits your needs:

    1. Providers that are registered with HHA Exchange (primarily LHCSA and CDPAS/FI agencies) can continue to submit claims through HHA Exchange.  Elderplan is able to receive and process these claims directly, bypassing the Change Healthcare clearinghouse. Elderplan can assist providers in signing up for HHA Exchange.
    2. For providers that are not registered with HHA, Elderplan has set up a secure file exchange with Axiom called TransShuttle.  Instructions on how to register with TransShuttle, and submit claims can be accessed here. Elderplan encourages providers to submit claims through this secure file exchange from the date of the Change Healthcare outage, February 21, 2024.
    3. TransShuttle offers automated processing.  However, providers can submit paper claims to Elderplan at:
Elderplan Claims Department
P.O. Box 73111
Newnan, GA 30271-3111

*For providers that are using a clearinghouse such as Availity, Optum, or Waystar, please note that TransShuttle has the ability to work with those clearinghouses, but a connection must be established between the clearinghouse and TransShuttle in order for claims to be transmitted via TransShuttle to Elderplan for processing.  Please contact your clearinghouse and arrange for them to transmit your Elderplan claims to TransShuttle.

Update on issuance of paper checks

Checks in payment of claims received by February 24 were sent out yesterday, March 12.  If a provider does not receive a check by March 22nd, they can reach out to [email protected].

Can Elderplan produce Explanations of Payment (EOPs)?

Elderplan is working diligently to find a solution to produce EOPs or 835s.  We understand this data is important and we apologize for the delay in producing the backup for the checks.


Update 3/7/24

How can providers submit claims to Elderplan now?

There are three ways providers can submit claims to Elderplan while the Change Healthcare platform remains inaccessible.

    1. Providers that are registered with HHA Exchange (primarily LHCSA and CDPAS/FI agencies) can continue to submit claims through HHA Exchange.  Elderplan is able to receive and process these claims directly, bypassing the Change Healthcare clearinghouse. Elderplan can assist providers in signing up for HHA Exchange.
    2. For providers that are not registered with HHA, Elderplan has set up a secure file exchange with Axiom called TransShuttle.  Instructions on how to register with TransShuttle, and submit claims can be accessed here. Elderplan encourages providers to submit claims through this secure file exchange from the date of the Change Healthcare outage, February 21, 2024.
    3. TransShuttle offers automated processing.  However, providers can submit paper claims to Elderplan at:
Elderplan Claims Department
P.O. Box 73111
Newnan, GA 30271-3111
 
 
 

Update on issuance of paper checks

Checks in payment of claims received by February 17 were sent out yesterday, March 6.  If a provider does not receive a check by March 15th, they can reach out to [email protected].

Can Elderplan produce Explanations of Payment (EOPs)?

Elderplan is working diligently to find a solution to produce EOPs or 835s.  We understand this data is important and we apologize for the delay in producing the backup for the checks.


Update 3/1/24

Update on issuance of paper checks

Checks in payment of claims received by February 10 were sent out via regular mail today, March 1, 2024.  If a provider does not receive a check by March 8th, they can reach out to [email protected].

We will repeat the paper check cycle next week for claims received by February 17, and we will include details about that mailing in a future communication.

Update on electronic payments

Elderplan will begin to offer the option of receiving electronic payments. Elderplan will need to collect EFT information from each provider wishing to receive payments by EFT. More instructions will be provided in communications next week.

Is there a solution for submitting new claims?

Providers that are registered with HHA Exchange should continue to submit claims through HHA Exchange.  Elderplan is able to receive and process these claims directly, bypassing the Change Healthcare clearinghouse.

We will provide an update early next week for all other providers.  We expect to set up an alternative via the MJHS TransShuttle Secure File Exchange.

Can Elderplan produce Explanations of Payment (EOPs)?

Elderplan is working diligently to find a solution to produce EOPs or 835s.

Update 2/28/24

Is there a solution for Elderplan to pay submitted claims?

Elderplan has implemented an internal process to adjudicate claims that were received prior to the Change Healthcare outage. As a temporary solution, Elderplan will issue paper checks to pay these claims, and will send them to the Pay-To address on file for each provider.  If you are not certain that Elderplan has the correct address for your office, please update the address at [email protected]. Our next update will provide an estimated date that checks will be mailed.

Paper checks will not be delivered with an Explanation of Payment (EOP).  Our priority is releasing payment to our providers as quickly as possible.  Elderplan is considering available options for producing EOPs and will provide more information in a future update.

Is there a solution for submitting new claims?

Elderplan is still in communication with Change Healthcare regarding their progress in repairing their ability to receive electronic claims submission. Additionally, Elderplan is researching alternative methods of receiving claims and will provide more information in future updates.

 

 

Update 2/27/24

What happened?

As you are undoubtedly aware, a cybersecurity incident occurred at Change Healthcare, a subsidiary of Optum. This has affected the claims clearinghouse for Elderplan as well as many other payors in New York and across the country. According to Change, when this security incident occurred, they immediately took their systems offline to limit further exposure/impact. Unfortunately, all of Change’s clients are now unable to process claims submissions and payments.

We have been in frequent communication with Change. Their experts are working to bring their systems back into operation as quickly as possible.

What is Elderplan doing?

Elderplan is working diligently to pursue all alternative options for receiving claims and paying providers. We are working on a solution to send payments out for claims that were already in process.

What Elderplan services are affected?

Claims submission – offline
Claims processing and payment – offline

What Elderplan services are not affected?

Eligibility checks – not affected
Authorizations – not affected

What current information can I see in the provider portal?

Claim numbers, check amounts, and check numbers are still being produced for claims received prior to the incident.

We value our relationship and apologize for this disruption. Updates will be provided on our website frequently, and we will reach out to you as we learn more. You may also visit Change Healthcare’s website for additional updates at
https://status.changehealthcare.com/incidents/hqpjz25fn3n7