Update About Claims, ERAs, Eligibilities Processing Outage

Change Healthcare, one of the nation’s leading clearinghouse companies in the field of processing claims, attachments, ERAs, and eligibilities, has advised that it is working through an ongoing cyber incident and has turned off claims feeds. It is important to note that Henry Schein One has suspended its connection with Change Healthcare until the cyber incident is resolved. No Henry Schein One systems have been compromised, but Change Healthcare is unable to process claims sent by Henry Schein One at this time.

No claims, attachments, or ERAs have been lost. They are safely queued in our systems. Claims and attachments will be processed and ERAs will be delivered in batches once service has been restored. You’ll also be able to resume eligibility checks at that time.

We know these processes are vital to your business. We’re urgently working to find alternative solutions (including interim financing solutions). We’ll update you periodically throughout the process. In the meantime, you can still create, batch, and submit claims and attachments as you normally would.

Thank you for your patience as we work with our partner to resolve this.

Ascend Academic Support

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02/28/2024

As of February 28, 2024, we are once again processing claims, including claims that were batched from last week. In the days since the incident was reported by Change Healthcare, Henry Schein One has worked around the clock to restore services to our clients and minimize the impact of the outage.

For more information on the solution, see https://henryscheinone.com/support/claims-notice

Note: The processing assistance help line is not applicable to Ascend Academic customers. If you require assistance, please contact Support.