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INFORMATION ON THE CHANGE HEALTHCARE CYBER RESPONSE
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* Updated as of March 14, 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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TEMPORARY FUNDING ASSISTANCE PROGRAM
Helping providers bridge the gap in short-term cash flow needs via Optum Pay.
Determine your eligibility
OPTUM IEDI SECURE DATA TRANSFER
Helping providers submit claims or upload and securely transfer larger files.
More information on iEDI access
UHC PROVIDER PORTAL
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IMPACTED APPLICATIONS STATUS DASHBOARD
Updates for CISOs and other stakeholders about products and services, including
uptime and support availability.
View now
RESTORATION TIMELINE
2/21
Cybersecurity issue
Complete
3/1
Temporary Funding made available
Complete
3/7
Pharmacy e-Prescribing fully functional
In Progress
3/15
Provider electronic payments expected to be available for connection
In Progress
Week of
3/18
Phased reconnection/testing of claims system
LATEST UPDATES
UnitedHealth Group Update on Change Healthcare Cyberattack - March 7, 2024
(Press Release)
(Update from March 14)
“Palo Alto Networks Unit 42 experts are on the ground, collaborating diligently
with UnitedHealth and their partners to restore operations and ensure a swift
and secure resolution following the recent disruption. To date we have reviewed
and protected a large majority of infrastructure, including the server and
application space, and assisted in bringing critical services back online that
allowed for more than 9 million prescriptions to be filled. ” - Wendi Whitmore,
SVP Unit 42
(Update from March 13)
UnitedHealth Group Statement on Forensic Work with Mandiant and Palo Alto
Networks
UnitedHealth Group continues to make substantial progress in mitigating the
impact to consumers and care providers of the unprecedented cyberattack on the
U.S. health system and the Change Healthcare claims and payment infrastructure.
As previously shared, we are committed to transparency through this
ongoing analysis into the recent cyber incident affecting our Change Healthcare
environment.
Since day one, we have been working closely with Mandiant and Palo Alto
Networks. Although our analysis is not complete, in our ongoing effort to share
information, we wanted to provide an interim update for the health care sector
and our community of stakeholders.
A thorough forensic analysis is well underway. Through this analysis, we have
identified the source of the intrusion and, with high confidence, have
established a safe restore point. This point allows us to move forward safely
and securely in restoring our data and systems.
We will provide a further update in the coming days on the next steps in
our analysis, recovery and restoration efforts.
* Pharmacy Functions
(Update from March 13)
The Change Healthcare Pharmacy Network is back online, in addition to our
electronic prescribing capability for pharmacists. As of March 13, all major
pharmacy and payment systems are up and more than 99% of pre-incident claim
volume is flowing.
While these actions represent positive momentum, our teams are still working
to address a subset of pharmacies that are still offline, disruption for
infusion pharmacies and challenges for some Medicaid fee-for-service
customers.
(March 8) Electronic prescribing is now fully functional with claim
submission. So far, Change Healthcare has processed almost 6 million
prescriptions and we are back to our normal volumes.
Additionally, the Change Healthcare Pharmacy Network is back online. These
two developments mean all major pharmacy claims and payment systems are back
up and functioning.
We continue to focus on those remaining areas of pharmacy disruption,
including specialty coupon programs and certain claims for infusion
providers.
* Claims Network
(Update from March 13)
Beginning the week of March 18, we will begin bringing up the claims system
for reconnection and testing in a phased manner. We will begin engaging with
selected customer groups around the reconnection process starting March 15.
This is an important step toward reestablishing batch claims and remittance
services. Because we are bringing up the system in a phased manner, we
continue to recommend you connect to iEDI.
Resumption of batch claim processing services will take three steps —
connection, testing and resumption:
* Connection: Those who have already connected to Optum Enterprise
Communications Gateway, also known as ECG, have completed the first step
to begin testing. This is a secure Optum environment not connected to the
impacted area.
* Testing: Once connectivity has been established and our clearinghouse has
been fully cleared, we will start testing.
* Resumption: Full service will be restored once testing has been
successfully completed.
While we are making progress, we strongly recommend pursuing multiple paths
and solutions, including the previously mentioned iEDI claim submission
system and alternative clearinghouses.
There are providers unable to submit claims for whom a more complete
restoration is the answer. We understand the impact is very uneven and we are
aggressively working to solve the problem for those who’ve not been able to
implement workaround solutions. We’ve made funding mechanisms available to
help providers who are in this situation.
(March 8) We expect to begin testing and reestablish connectivity to our
claims network and software on March 18, restoring service through that
week.
We have been engaging with providers, and it’s clear some are still
considering approaches to this problem as we work toward March 18. We
strongly recommend providers pursue multiple paths and workarounds, including
our iEDI claim submission system and alternative clearinghouses. If there’s
anything we’ve learned as an industry, it’s that system redundancy is
critical given the current environment.
We fully acknowledge not all edits and functionality will be in place and
some additional rework might be necessary, but we view this temporary
solution as the best means of getting claims moving for both payers and
providers who remain unable to receive or submit claims.
Our iEDI solution is live, available and represents the best workaround for
many. Our account teams are proactively working to get claims connections
built quickly on this secure and verified platform. As of March 8, more than
100 payers are implementing this solution and we are working with providers
that represent more than 30 million claims a month.
Please connect with your account team if you want to receive support
regarding moving to Optum’s iEDI claims connections.
* Payment
(Update from March 13)
We expect Change Healthcare’s electronic payment functionality will be
restored beginning March 15. Once the platform is ready, we anticipate we
will have effectively restored 100% of the pre-incident electronic payments
volume.
Payers who processed and disbursed payments to providers via the Change
platform will be able to do so again, including using Automated Clearing
House (ACH) and virtual credit cards (VCC) to transfer funds. As a next step,
we will begin communicating with individual payers to ensure the connection
processes are understood and they are ready to activate payments.
(March 8) We expect our electronic payment functionality will be available
for connection beginning March 15, which marks another critical milestone in
our efforts to return to normal operations.
(March 1) To support providers, Optum launched a Temporary Funding Assistance
Program to help bridge the gap in short-term cash flow needs for providers
who received payments from payers that were processed by Change Healthcare.
UnitedHealthcare will provide further funding solutions for its provider
partners. This applies to medical, dental and vision providers and will
involve advancing funds each week representing the difference between their
historical payment levels and the payment levels post-attack. Advances will
not need to be repaid until claims flows have fully resumed. Providers must
complete a one-time registration to access funding.
We urge all payers to do the same, as this is the fastest, most efficient way
to address provider short-term cash flow needs.
Beyond UnitedHealthcare’s temporary provider funding relief, Optum is
expanding its program. The funding program now includes providers who have
exhausted all available connection options and who work with a payer that has
opted not to advance funds while Change Healthcare systems remain down.
This expansion is a funding mechanism of last resort, especially for small
and regional providers, and will be evaluated on a case-by-case basis. An
Optum Pay account is required to complete registration and to receive funds
and repay funds.
For those who receive funding support, there are no fees, interest or other
associated costs with the assistance. For repayment, providers will receive
an invoice once standard payment operations resume and will have 30 days to
return the funds. These terms now apply to both the original and expanded
temporary funding programs.
To determine eligibility and funding amount, please register for the program
at the website: www.optum.com/temporaryfunding .
* Relief Programs
(Update from March 13)
There are a number of funding relief mechanisms in place to support providers
as they care for their patients and run their practices. These programs are
designed to help providers in need.
All the necessary resources are in place to support funding assistance
through the eventual system recovery and normalization of claims flow. To
determine eligibility and funding amount, please register for the program at
the website: www.optum.com/temporaryfunding .
Our temporary funding assistance program is designed to support the
following:
* Providers who receive payments from payers that are processed by Change
Healthcare.
* UnitedHealthcare medical, dental and vision providers.
* Providers who have exhausted all available connection options — or are in
the process of implementing workaround solutions — and who work with other
payers who have opted not to advance funds while the Change systems are
down.
For providers for whom we have visibility into pre-disruption weekly claims
average or payment, we’re preloading funds into these providers’ respective
Optum Pay accounts if we see a gap in the post-disruption weekly average.
Providers only need to open their account and choose to accept the available
funds. This is being managed on a week-by-week basis until services are
restored.
For the providers for whom we don’t have full visibility into weekly claims
average or payment, please submit an inquiry form to give us a better sense
of your needs. We’ll review your submission on a case-by-case basis.
For all providers receiving funding support, there are no fees. No interest.
No additional or associated costs. Once standard operations resume, providers
will receive an invoice and will have 30 days to return the funds.
* Additional Actions to Support Providers and Consumers
(March 8) For Medicare Advantage plans, including Dual Special Needs Plans,
we are temporarily suspending prior authorizations for most outpatient
services except Durable Medical Equipment, cosmetic procedures and Part B
step therapies.
We are temporarily suspending utilization review for MA inpatient admissions.
For Medicare Part D pharmacy benefits, we are temporarily suspending drug
formulary exception review processes. These actions will remain in place
until March 31. We will work with state Medicaid agencies on any actions they
wish to implement.
For pharmacy, the Optum Rx PBM notified network pharmacy partners and
pharmacy associations that we would reimburse all appropriate pharmacy claims
filled with the good faith understanding that a medication would be covered.
* Technology
(Update from March 13)
We continue to work aggressively on the restoration of our systems and
services. As we bring up the claims network next week, many of you will want
and need to see a third-party attestation. Mandiant, Palo Alto and Bishop Fox
are some of those organizations involved in scanning, securing and
pen-testing the new setups. We are striving, and will continue to strive, to
make available the third-party assurances when feasible.
When the full Change system comes back online, we will have taken every
precaution and safety measure and implemented several rounds of security
protocols, both internally and with our third-party partners, to ensure
complete confidence in the platform. Our Optum, UnitedHealthcare and
UnitedHealth Group systems remain safe and were not affected by this issue.
We regularly scan those environments and continue to validate they were not
impacted. Anything currently functioning means we have full confidence in it.
(March 8) We can address inquiries related to the following area:
Attestations: Our telemetry and controls demonstrated that our Optum,
UnitedHealthcare and UnitedHealth Group systems are safe and are not affected
by this issue. We regularly scan those environments and continue to validate
that they were not impacted. If we had any reservation about those other
systems, we would have ceased services immediately. Therefore, anything that
is currently functioning means that we have full confidence in it. The
impacted Change Healthcare environment was, and remains, firewalled away from
the rest of the company. Mandiant, Palo Alto Networks or other partners will
provide an attestation at an appropriate time.
Your safety remains our top priority and we continue to work around the clock
to achieve full and safe restoration.
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.
UnitedHealth Group continues to make substantial progress in mitigating the
impact to consumers and care providers of the unprecedented cyberattack on
the U.S. health system and the Change Healthcare claims and payment
infrastructure. Our focus has been on ensuring access to care and medications
by addressing challenges to pharmacy, medical claims and payment systems
targeted by the attack.
“We are committed to providing relief for people affected by this malicious
attack on the U.S. health system,” said Andrew Witty, CEO of UnitedHealth
Group. “All of us at UnitedHealth Group feel a deep sense of responsibility
for recovery and are working tirelessly to ensure that providers can care for
their patients and run their practices, and that patients can get their
medications. We’re determined to make this right as fast as possible.”
Based on our ongoing investigation, there is no indication that any other
UnitedHealth Group systems have been affected by this attack.
* When will systems be restored?
We are working aggressively on the restoration of our systems and services.
Assuming we continue at our current rate of progress, we expect our key
system functionality to be restored and available on the following timelines:
* Pharmacy services: Electronic prescribing is now fully functional with
claim submission and payment transmission also available. We have taken
action to make sure patients can access their medicines in the meantime,
including Optum Rx pharmacies sending members their medications based on
the date needed.
* Payments platform: Electronic payment functionality will be available for
connection beginning March 15.
* Medical claims: We expect to begin testing and reestablish connectivity in
a phased manner to our claims network and software beginning the week of
March 18.
While we work to restore these systems, we strongly recommend our provider
and payer clients use the applicable workarounds we have established — in
particular, using our new iEDI claim submission system in the interest of
system redundancy given the current environment.
* 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.
ADDITIONAL
RESOURCES
Inquiries About Funding Support
To request more support or help, complete this form .
Pharmacy Portal
For Optum Rx network pharmacies, visit the Optum Rx Pharmacy Portal .
Resources to come for Change Healthcare pharmacies.
Change Healthcare Client Services Assistance
Email client_assistance@optum.com.
If you work with a client manager, please contact them directly.
UnitedHealthcare & Optum Consumers
Contact numbers can be found on the back of your member ID card.
Vendors
For Accounts Payable
inquiries, email
apinquirieslchc@optum.com.
Media Inquiries
Email newsroom@optum.com.
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