Change Healthcare (CHC) Information
As you may be aware, Change Healthcare (CHC), one of the nation’s largest healthcare technology companies and claims clearinghouses, is responding to a cybersecurity incident. The incident is disrupting a number of CHC’s systems and services.
NEW UPDATES (as of April 3, 2024):
- Bulk EOPs dated back to February 28 claims processing can now be accessed in our Dentist Connection. To access your bulk EOPs, go to the Claims Payments tab and select Explanation of Payment. For more information, view this guide.
- We also now have an interim print solution for EOPs. Printed EOPs for claims with a payment issue date of March 20, 2024 or after will be mailed.
- Dentists who receive payment through direct deposit have had no impact to payment or EOPs. We encourage all dentists to sign up for direct deposit for ease and security of payment. Learn more here: deltadentalil.com/direct-deposit.
- All payment is current and will process as normal moving forward.
BACKGROUND:
Change Healthcare prints EOB/EOPs and associated checks for those dentists who do not receive payment from Delta Dental of Illinois through direct deposit (ACH credit). As a result of the incident, payment was delayed for dentists who receive printed EOP statements and checks.
Delta Dental of Illinois makes payments weekly to dentists. Processing for February 28 and March 6 payments was delayed because of Change Healthcare’s print service disruption. However, Delta Dental of Illinois implemented an alternate solution. Processing of the printed checks for the weekly payments for February 28 and March 6 for dentists who receive printed checks is complete. Checks will print and mail in order of oldest to newest. All future weekly printed checks will process as normal.
When we were informed of Change Healthcare's incident, Delta Dental of Illinois worked immediately to find an interim solution to print checks as our priority was to ensure dentists received their claims payments.
To expedite check printing and mailing, EOP statements and pre-treatment estimates were not printed and mailed. However, we now have an interim print solution for EOPs. Printed EOPs for claims with a payment issue date of March 20, 2024 or after will be mailed. EOPs for claims received and processed can be accessed online through our dentist portal. Find patient EOPs under Claim Status in the dentist portal. Learn more.
Online access to bulk EOPs dated back to the February 28 claims processing is now available in our Dentist Connection under the Claims Payments tab. If you are not registered, you can register here and use this guide if needed.
Please note: Dentists who receive payment through direct deposit have had no impact to payment or EOPs. We encourage all dentists to sign up for direct deposit for ease of payment and access to EOPs.
Additionally, as a result of this incident, CHC is unable to send claims and/or attachment files to payors, insurance companies, and benefit administrators. We encourage dentists to use alternate methods for electronic claims submission as we continue to process those as normal. As soon as Change Healthcare is able to reestablish its connections, we will again process electronic claims submitted through Change Healthcare.
If you have not yet opted in for direct deposit, you can sign up today.
Please note: We anticipate a very high volume of direct deposit applications submissions in the coming days and will work diligently to get them processed as soon as possible. It may take five to 10 days from receipt of your completed form to set you/your office up for direct deposit. Direct Deposit enrollment applications processed by the end of each week will allow electronic payments to process the following week.
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Incident updates directly from Change Healthcare can be found here.
Delta Dental of Illinois continues to monitor the situation and will include updates for dentists here.
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