Provider FAQs–Change Healthcare (CHC) Cybersecurity Breach
Frequently Asked Questions for Community Care Network (CCN)—Optum
Has the incident with CHC impacted the ability to submit community care claims?
Some community providers who use CHC as their clearinghouse may have been impacted.
What should I do if CHC was my clearinghouse?
Community providers who have CHC as their clearinghouse are encouraged to visit the UnitedHealth Group Information on the Change Healthcare Cyber Response for further information. The site includes a timeline to restore CHC medical claims and how to enroll in the Optum Intelligent Electronic Data Interchange (iEDI).
Information on the Change Healthcare Cyber Response–UnitedHealth Group
What if I was using CHC to verify Veteran eligibility for community emergency care?
VA is currently investigating an alternate route to verify eligibility through electronic data interchange (EDI), but eligibility for community emergency care can be obtained while making the 72-hour notification by phone or online.
Emergency Care Reporting Line: 844-724-7842
Where can I call for additional information or find more information online?
Please call the Regional Support Line for your region:
- Region 1 (CT, DC, DE, MA, MD, ME, NC, NH, NJ, NY, PA, RI, VA, VT, WV): 888-901-7407
(Monday–Friday, 8:00 a.m.–6:00 p.m. ET, excluding federal holidays) - Region 2 (IA, IL, IN, KS, KY, MI, MN, MO, ND, NE, OH, SD, WI): 844-839-6108
(Monday–Friday, 8:00 a.m.–6:00 p.m. ET, excluding federal holidays) - Region 3 (AL, AR, FL, GA, LA, MS, OK, PR, SC, TN, VI): 888-901-6613
(Monday–Friday, 8:00 a.m.–6:00 p.m. ET, excluding federal holidays)
More information can be found online at the links below:
Frequently Asked Questions for CCN/Patient-Centered Community Care—TriWest
Has the incident with CHC impacted the ability to submit community care claims?
Some community providers who use CHC as their clearinghouse may have been impacted.
What should I do if CHC was my clearinghouse?
Community providers who have CHC as their clearinghouse are encouraged to find an alternate clearinghouse.
Do I have to resubmit my claim if I submitted through CHC?
Providers should wait 30 days to see if payment is issued. After 30 days, if payment has not been received, the claim should be resubmitted through an alternate clearing house.
What if my claim is denied for timely filing?
If your claim denied for timely filing, please complete and submit a Claims Reconsideration Request Form.
TriWest Healthcare Alliance–Provider Claims Reconsideration Form
What if I was using CHC to verify Veteran eligibility for community emergency care?
VA is currently investigating an alternate route to verify eligibility through electronic data interchange (EDI), but eligibility for community emergency care can be obtained while making the 72-hour notification by phone or online.
Emergency Care Reporting Line: 844-724-7842
Where can I call for additional information or find more information online?
Please call TriWest or visit the online provider portal.
Community Care Network Contact Center: 877-CCN-TRIW (226-8749), Monday–Friday, 8 a.m.–6 p.m. local time
Frequently Asked Questions for Non-CCN—VA
Has the incident with CHC impacted the ability to submit community care claims?
Community provider claims submitted to VA have been impacted as CHC is the clearinghouse for VA. The connection to CHC was severed once the cyberattack was identified to protect Veteran, beneficiary, and provider information. Community providers who had CHC as their clearinghouse may be additionally impacted.
Has VA identified an alternative to CHC?
VA has identified an alternative electronic submission process that is seamless to providers. Providers can submit claims as they have been.
What happens with the claims I submitted before the connection with VA was severed and a workaround put into place?
The claims should be stored by the respective clearinghouse. With the alternate connection put into place and if the clearinghouse stored the information, claims are now being received by VA again for processing. Community providers can also send a claims status message for processing status or check claim status through the eCAMS provider portal.
What if my clearinghouse did not store the claims information?
The claim will need to be resubmitted.
What should I do if CHC was my clearinghouse?
Community providers who have CHC as their clearinghouse are encouraged to visit the UnitedHealth Group Information on the Change Healthcare Cyber Response for further information.
Information on the Change Healthcare Cyber Response–UnitedHealth Group
Do I have to resubmit my claim if I submitted it through CHC?
Community providers who have CHC as their clearinghouse are encouraged to visit the UnitedHealth Group Information on the Change Healthcare Cyber Response for further information. Community providers are also encouraged to actively monitor their patient accounts and resubmit any outstanding claims to VA if necessary.
Information on the Change Healthcare Cyber Response–UnitedHealth Group
Am I required to use CHC as my clearinghouse to submit claims to VA?
There is no requirement to use a specific clearinghouse when submitting claims to VA.
Can I still submit my paper claim through the Paper to Electronic (P2E) process?
Direct EDI submission is encouraged as paper submissions require additional processing time; however, paper claims can still go through the P2E process.
I submitted a claim electronically, but it was denied for timely filing. What should I do?
VA recognizes this is an unprecedented situation. While legal options are determined to address timely filing, VA will not deny claims filed during this period. If you believe a decision has been made in error, please contact the Community Care Contact Center.
Community Care Contact Center: 877-881-7618
What if I was using CHC to verify Veteran eligibility for community emergency care?
VA is currently investigating an alternate route to verify eligibility through electronic data interchange (EDI), but eligibility for community emergency care can be obtained while making the 72-hour notification by phone or online.
Emergency Care Reporting Line: 844-724-7842
Where can I call for additional information or find more information online?
For billing inquiries, providers can contact the Community Care Contact Center. For issues with vendorization and payment reissues, providers can contact the VA Financial Services Center.
Community Care Contact Center:
877-881-7618
VA Financial Services Center:
877-353-9791
More information can be found online at Community Care File a Claim for Veteran Care–Information for Providers.
Frequently Asked Questions for National Dialysis Services Contract (NDSC)—VA
Has the incident with Change Healthcare (CHC) impacted the ability to submit community care claims for processing?
Providers who use CHC as their clearinghouse may have been impacted.
What should I do if CHC was my clearinghouse?
Community providers who have CHC as their clearinghouse are encouraged to visit the UnitedHealth Group Information on the Change Healthcare Cyber Response for further information.
Information on the Change Healthcare Cyber Response–UnitedHealth Group
Do I have to resubmit my claim if I submitted through CHC?
Community providers who have CHC as their clearinghouse are encouraged to visit the UnitedHealth Group Information on the Change Healthcare Cyber Response for further information. Community providers are also encouraged to actively monitor their patient accounts and resubmit any outstanding claim to VA if necessary.
Information on the Change Healthcare Cyber Response–UnitedHealth Group
Am I required to use CHC as my clearinghouse to submit claims to VA?
There is no requirement to use a specific clearinghouse when submitting claims to VA.
I submitted a claim electronically, but when it was finally processed, it was denied for timely filing. What should I do?
VA recognizes this is an unprecedented situation. While legal options are determined to address timely filing, VA will not deny claims filed during this period. If you believe a decision has been made in error, please contact the Community Care Contact Center.
Community Care Contact Center: 877-881-7618
Where can I call for additional information or find more information online?
For billing inquiries, providers can contact the Community Care Contact Center. For issues with vendorization and payment reissues, providers can contact the VA Financial Services Center.
Community Care Contact Center:
877-881-7618
VA Financial Services Center:
877-353-9791
More information can be found online at Community Care File a Claim for Veteran Care–Information for Providers.
