UPDATE FOR Thursday, 5/16/2024:

This is our final update we will be posting.  Please read it in its entirety.  It contains important information that you will need moving forward.  Please bookmark this page if you would like to view it in the future as we will remove the banner in PM after Friday, May 24th.

Change Healthcare is still working to bring its network back up to where it was prior to the cyber-attack.  The number of ERA connections (1058) is still significantly lower that the number of Claims connections (3784).  They are also rebuilding their network of Eligibility connections (2046).  You can review these connections on the Change Healthcare Payer Lists page. The Exchange Claims & Remittance Payer List is for Claims and ERA connections.  The Exchange Real-Time Payer List is for Eligibility connections.

Secure Connect continues to bring practices onboard to their platform for Claims and ERAs.  As we stated previously, when Secure Connect contacts you, be sure to walk through all of the steps with their team.  You might have claims going out through Secure Connect already for your non-enrollment payers, but there is still work to be done for the enrollment payers, such as Medicare, Railroad Medicare, and Tricare.  If your claims are now going out through Change Healthcare, we still encourage all of our customers to switch to Secure Connect sooner rather than later.  While we will continue to maintain our connection with Change Healthcare, eventually our default connection will be Secure Connect and we will have a different pricing model for those remaining with Change Healthcare.  Also, there are still challenges with Eligibility at Change Healthcare, as they reestablish their network, and there is enrollment paperwork to be completed for specific payers when switching Eligibility to Secure Connect.  We are working with Secure Connect to get a list of enrollment payers for Eligibility.  Once we have that, we will develop a plan with customer input.

We have made recommendations for our customers to follow in working unpaid claims.  Those recommendations are still good to follow.  Please review your Unpaid Claims Report and/or Claims Management for claims that haven’t been paid.  Anything that has aged over 30 days, you should rebill it unless you have verified information that says rebilling is unnecessary.  Please see the update below from Friday, 4/19/2024, for further details.

As always, if there are any questions, please contact our Support team for assistance.  You can reach them at 800-779-0902 or via email at CustomerSupport@benchmarksystems.com.  We are happy to assist you.

Secure Connect Questionnaire: Visit Here

UnitedHealth Group:  Information on the Change Healthcare Cyber Response – UnitedHealth Group

US Dept of Health and Human Services (HHS):  HHS Statement Regarding the Cyberattack on Change Healthcare | HHS.gov |  Letter to Health Care Leaders on Cyberattack on Change Healthcare | HHS.gov

 

UPDATE FOR MONDAY, 4/29/2024:

Change Healthcare is still working to bring its network back up to where it was prior to the cyber-attack.  The number of ERA connections (891) is still significantly lower that the number of Claims connections (3472).  They are also rebuilding their network of Eligibility connections (1835).  You can review these connections on the Change Healthcare Payer Lists page. The Exchange Claims & Remittance Payer List is for Claims and ERA connections.  The Exchange Real-Time Payer List is for Eligibility connections.
 
Secure Connect continues to bring clinics onboard to their platform for Claims and ERAs.  As we stated last week, when Secure Connect contacts you, be sure to walk through all of the steps with their team.  You might have claims going out through Secure Connect already for your non-enrollment payers, but there is still work to be done for the enrollment payers.  If your claims are now going out through Change Healthcare, we still encourage all of our customers to switch to Secure Connect sooner rather than later.  While we will continue to maintain our connection with Change Healthcare, eventually our default connection will be Secure Connect and we will have a different pricing model for those remaining with Change Healthcare.  Also with Secure Connect, there are still challenges with the Eligibility connection but we are working diligently with their teams to troubleshoot until it is operating as expected.  We will have this resolved as quickly as possible.
 
Last week we made recommendations for our customers to follow in working unpaid claims.  Those recommendations are still good to follow.  Please review your Unpaid Claims Report and/or Claims Management for claims that haven’t been paid.  Anything that has aged over 30 days, you should rebill it unless you have verified information that says rebilling is unnecessary.  Please see the update below from Friday, 4/19/2024, for further details.
 
As always, if there are any questions, please contact our Support team for assistance.  You can reach them at 800-779-0902 or via email at CustomerSupport@benchmarksystems.com.  we are happy to assist you.
 

UPDATE FOR FRIDAY, 4/19/2024:

Change Healthcare continues to bring payers back online daily.  While they have over 3,300 claim payer connections established, there are still less than 600 connections for remits.  This means that, while many of your claims may be going through and money being deposited into your bank account, the remit(s) to account for that money may continue to be delayed and it is not clear when those connections will be reestablished.  As mentioned last week, you can review the list of payer connections that are back online by downloading the Exchange Claims & Remittance Payer List on the Change Healthcare Payer Lists webpage.  It should also be stated that, while these connections are being made, the ability for us to enroll customers with payers for claims and/or remits has not been reestablished and Change Healthcare has not given us an ETA for when it will be available.

Customers that are enrolling with Secure Connect continue to move forward.  We have nearly all customers that completed our online questionnaire submitting claims for non-enrollment payers through them.  Secure Connect will continue reaching out to customers to switch over payers that require re-enrollment so claims can be routed through them, as well as completing paperwork to route remits back through them rather than Change Healthcare.  When you receive the email from Secure Connect, be sure to give them all the details they request.  Do NOT assume that because claims are starting to go out for many or all of your payers that you’ve already been transitioned to Secure Connect.  Also, do not assume that everything is functional because claims are flowing through Change Healthcare now.  As mentioned above, the vast majority of payers have not reconnected for remits and it is not clear when those connections will be completed.  We encourage everyone to continue forward with the transition to Secure Connect.

We continue to work on our connections for Eligibility with Change Healthcare and Secure Connect.  We do not have an ETA on either at this time.

With everything that has occurred with claims over the past two months, we encourage all customers to continue working their Unpaid Claims Report.  Any claims that you may have sent by paper that have not been paid, rebill them using our Claims Management page.  This is especially the case for claims billed on paper more than 30 days ago.  These payers received a significantly higher volume of paper claims over the past two months, and they did not increase their workforce to handle it.  Worst case scenario, you receive a number of rejected claims in the future, due to them being duplicates.  If you submitted claims electronically via Availity or another clearinghouse with an 837 file upload, and you have not been paid on those claims yet, rebill them.  Again, especially for those that have aged 30+ days.  Any older claims with a status of “Forwarded by Benchmark” in Claims Management should also be rebilled.

If you have any questions or concerns with anything stated above, please reach out to our amazing Customer Support team at 800-779-0902 or via email at CustomerSupport@benchmarksystems.com.  If you have not completed the Secure Connect Questionnaire, please do that as soon as possible to get your practice added to the queue on the migration list.  Secure Connect will contact you as soon as they can.  Also, continue to monitor this page for additional updates.  We plan to post an update at least once a week, if not more, depending on new information we receive or new developments we encounter.

Secure Connect Questionnaire: Visit Here

UnitedHealth Group:  Information on the Change Healthcare Cyber Response – UnitedHealth Group

US Dept of Health and Human Services (HHS):  HHS Statement Regarding the Cyberattack on Change Healthcare | HHS.gov |  Letter to Health Care Leaders on Cyberattack on Change Healthcare | HHS.gov

UPDATE FOR FRIDAY, 4/12/2024:

Last week we notified you that Benchmark’s connection to Change Healthcare had been restored.  This means any claims sent and remits (ERAs) received would be delivered appropriately.  While Change Healthcare has been actively reconnecting to payers, there are still many payers that have not been reconnected for claims and even more have not been reconnected for ERAs.  The list of connections continues to grow almost hourly as they continue working hard to reestablish their network.  To review the list yourself at any time, please visit: Change Healthcare Payer Lists.  You will want to download the Exchange Payer List.  The Real-Time Payer List does not apply to claims or ERAs.

Connections to Harris Secure Connect (HSC) continue to move forward successfully.  We’ve had many customers already sending claims to non-enrollment payers and we’re now starting to see some remits coming back successfully.  HSC is working tirelessly to contact all the customers that have signed up to switch to their service using our online questionnaire.  If you have not heard from them yet, you should soon.  We and HSC appreciate your patience as we take on this massive project.  The total number of customers wanting to switch is now over 100.  When you receive the email from HSC, please respond quickly, but also as thoroughly as possible.  If you have any questions, the HSC migration team is happy to help you through that as well as our Benchmark Support staff.

We are actively working with HSC to bring Eligibility Requests live.  As soon as that is ready, we will make an announcement on this page.

As always, if you have any questions, please reach out to our amazing Customer Support team at 800-779-0902 or via email at CustomerSupport@benchmarksystems.com.  For additional updates from UnitedHealth Group and HHS, please visit the websites below.  If you have not completed the Secure Connect Questionnaire yet, please do that as soon as possible to be added to the queue on the migration list.  HSC will contact you as soon as they can.  Continue to monitor this page for updates concerning Change Healthcare and HSC efforts.

Secure Connect Questionnaire: Visit Here

UnitedHealth Group:  Information on the Change Healthcare Cyber Response – UnitedHealth Group

US Dept of Health and Human Services (HHS):  HHS Statement Regarding the Cyberattack on Change Healthcare | HHS.gov |  Letter to Health Care Leaders on Cyberattack on Change Healthcare | HHS.gov

 

UPDATE FOR THURSDAY, 4/4/2023:

We’re happy to announce that Benchmark’s connection to Change Healthcare has been restored, and all reports and EOBs available on their server have been delivered. We are no longer holding new claim submissions destined for Change Healthcare. We know that many clients have submitted claims using alternate methods.  Because of this, we will not release our backlog of held claims right away.  If you have not already communicated your preference to us, please send an email to CustomerSupport@benchmarksystems.com indicating whether you want us to release your claims immediately, or if you prefer they not be released at all. Any remaining held claims will be released on Wednesday, April 10. Please note that Change Healthcare’s eligibility service remains offline. 

As stated in our update yesterday, we are continuously working to register customers with Secure Connect who have filled out the survey. Benchmark Customer Support and the Secure Connect onboarding teams are continuing to contact customers, if you have not heard from them, you will soon.

If you have any questions, please reach out to our team in Customer Support at 800-779-0902 or via email at CustomerSupport@benchmarksystems.com.  For additional updates from UnitedHealth Group and HHS, please visit the websites below.  If you have not completed the Secure Connect Questionnaire yet, please do that as soon as possible so we can get you loaded to the migration list and in the queue to be contacted.

Secure Connect Questionnaire: Visit Here

UnitedHealth Group:  Information on the Change Healthcare Cyber Response – UnitedHealth Group

US Dept of Health and Human Services (HHS):  HHS Statement Regarding the Cyberattack on Change Healthcare | HHS.gov |  Letter to Health Care Leaders on Cyberattack on Change Healthcare | HHS.gov

 

UPDATE FOR WEDNESDAY 4/3/24:

Efforts are underway to expedite the registration process for customers who have promptly responded to the survey, currently encompassing approximately 90% of respondents. It is imperative that any customer seeking to transmit claims via Secure Connect completes the Secure Connect Questionnaire to initiate the registration procedure. For customers with multiple databases, each database necessitates a separate questionnaire completion, particularly pertinent for billing services.

Upon registration, customers are empowered to commence submitting and rebilling claims to non-enrollment-required payers. Where feasible, updates have been made to insurance records, aligning them with the corresponding Secure Connect Payer ID; this process will persist as more customers complete registration. While rebilling claims in Claims Management, it is recommended to activate the “Queue these services to be rebilled in the background” checkbox.

The Benchmark Support team is proactively contacting each registered customer, elucidating the processes, and addressing inquiries. Their aim is to reach out to all customers within the forthcoming 2-3 days. Additionally, customers can verify the completion of their registration in Insurance Detail Maintenance by checking for “Secure Connect” as an option in the “Claims Clearinghouse” drop-down menu. The Secure Connect onboarding team has initiated contact with registered customers to commence the payer enrollment procedures for those who opt to proceed. Eligibility services are anticipated to be reinstated via Secure Connect in the ensuing week.

Confirmation has been obtained that Benchmark is queued for service restoration with Change Healthcare. However, a concrete timeline for the commencement of restoration has not been provided. Your collaboration and understanding are greatly valued as we navigate through this phase.

If you have any questions, please reach out to our friendly and knowledgeable team in Customer Support at 800-779-0902 or via email at CustomerSupport@benchmarksystems.com.  For additional updates from UnitedHealth Group and HHS, please visit the websites below.  If you have not completed the Secure Connect Questionnaire yet, please do that as soon as possible so we can get you loaded to the migration list and in the queue to be contacted.

Secure Connect Questionnaire: Visit Here

UnitedHealth Group:  Information on the Change Healthcare Cyber Response – UnitedHealth Group

US Dept of Health and Human Services (HHS):  HHS Statement Regarding the Cyberattack on Change Healthcare | HHS.gov |  Letter to Health Care Leaders on Cyberattack on Change Healthcare | HHS.gov

 

ALTERNATIVE CLEARINGHOUSE UPDATE, THURSDAY 3/28/24:

Our Harris Secure Connect migration list continues to grow, now at 91 databases set for the move.  We received the plan from them today detailing the steps they will take in moving forward.  What you need to know at this time is that they will be reaching out to every customer that has completed our survey next week (week of 4/1).  You should expect this message in the email inbox that was given in the survey.  That message will include the following information:

  1. Non-enrollment payers can be moved without any customer intervention
  2. Request the preferred method of migration (non-enrollment payers only or non-enrollment and enrollment payers)
  3. Request the top 25-50 payers so the team can review and advise which payers would require re-enrollment
  4. EDI Questionnaire allowing each customer to provide any required information in one document

After this initial contact, the information they receive and the timeframe in which they receive it from the customer will dictate how and when things move forward.  If the re-enrollment route is chosen, there will be scheduled calls in order for the team to collect the information needed to do so.  Otherwise, as stated in the list above, non-enrollment payers can (and will) be moved without customer intervention, but only after receiving the necessary information back from the customer.  If you only wish to move a few payers at first, then only give them those payers.  Do not feel obligated to give them a full list unless that is the right decision for your practice/business.

As for Change Healthcare, there is not much to report.  We are waiting for them to contact us about reconnection.  We’ve also reached out to them in hopes of expediting the process.  If their timeline holds as they’ve stated in their public communication, we should be reconnected and in testing by the end of this week, with an expected resumption of services next week.  Of course, much of this is out of our hands here at Benchmark, but we will continue to push for a resolution as quickly as possible, while also offering the opportunity with Harris Secure Connect.

We appreciate all of our customers in response to the requests in our update earlier this week.  We have already seen a reduction in the number of the calls since that post allowing our team and our customers to be more efficient and effective with their time during this difficult situation.

If you have any questions, please reach out to our friendly and knowledgeable team in Customer Support at 800-779-0902 or via email at CustomerSupport@benchmarksystems.com.  For additional updates from UnitedHealth Group and HHS, please visit the websites below.  If you have not completed the Secure Connect Questionnaire yet, please do that as soon as possible so we can get you loaded to the migration list and in the queue to be contacted.

UnitedHealth Group:  Information on the Change Healthcare Cyber Response – UnitedHealth Group

US Dept of Health and Human Services (HHS):  HHS Statement Regarding the Cyberattack on Change Healthcare | HHS.gov |  Letter to Health Care Leaders on Cyberattack on Change Healthcare | HHS.gov

ALTERNATIVE CLEARINGHOUSE UPDATE, TUESDAY 3/26/2024: 

Production testing for Harris Secure Connect is slated for completion tomorrow, with customer outreach to follow. The tally  of practices expressing interest in transitioning at least some payers to the Harris Secure Connect option has surged to over 80 practices.  While we await a confirmed timeline from Secure Connect, they are expected to reach out by early next week, possibly by the end of this week.  Upon contacting customers, they will furnish Benchmark with details needed to allow assistance in implementing the necessary changes in Benchmark PM.

As of the last communication from Change Healthcare, they remain on schedule to reach out to us and other submitters this week.  However, it appears that the “Resumption” phase may not commence until next week (week of 4/1), barring any major impediments.

We recognize the significance of these updates to all stakeholders.  We commit to providing  updates as soon as new information becomes available, typically every other business day.  We kindly request that you utilize this platform for updates, allowing our Support staff to focus on assisting customers with other inquiries and issues.  If you deem it necessary to contact us for an update, please leave a voicemail or send an email to the team and we will promptly respond.  Multiple consecutive calls without leaving a voicemail only hinder our team’s ability to assist you and other customers efficiently.

Furthermore, many customers have begun submitting 837 claims files directly to Availity and other clearinghouses and payers with our assistance.  We are receiving daily calls, sometimes multiple times a day, from some customers seeking our aid in making these files submittable to these 3rd parties with minimal claims included in the file.  While we are eager to assist, this level of service is not sustainable for our customers or our Support team.  Therefore, we kindly request that the number of 837 file assistance requests be limited to twice per week.  We appreciate your cooperation and understanding as we navigate through this period.

If you have any questions, please reach out to our friendly and knowledgeable team in Customer Support at 800-779-0902 or via email at CustomerSupport@benchmarksystems.com.  For additional updates from UnitedHealth Group and HHS, please visit the websites below.  If you have not completed the Secure Connect Questionnaire yet, please do that as soon as possible so we can get you loaded to the migration list and in the queue to be contacted.

UnitedHealth Group:  Information on the Change Healthcare Cyber Response – UnitedHealth Group

US Dept of Health and Human Services (HHS):  HHS Statement Regarding the Cyberattack on Change Healthcare | HHS.gov |  Letter to Health Care Leaders on Cyberattack on Change Healthcare | HHS.gov

ALTERNATIVE CLEARINGHOUSE UPDATE, THURSDAY 3/21/2024: 

Response to our Harris Secure Connect Questionnaire has been exceptional.  We appreciate everyone that has responded thus far and encourage those that have not responded to do so soon.  We are on schedule with finalizing our production testing phase, after which we will begin enrolling customers who have completed the survey and shown interest in migrating immediately. We have 60+ practices on our migration list and will be reaching out when testing is complete to get the migration process started.

As we noted in our update on Tuesday, we fully expect to be part of the phased reconnection and testing taking place next week between Change Healthcare and their channel partners.  There is a third phase that Change Healthcare has referenced in their updates: Resumption.  It is not clear at this time when that phase will reach us.  When Change Healthcare makes a timeline known regarding the Resumption phase for channel partners, we will pass along that information to our customers on this page.

We continue to appreciate everyone’s understanding and patience during this difficult time. We assure you that we are working as diligently and efficiently as possible to bring you the resolution you desire and deserve. If you have any questions, please reach out to our friendly and knowledgeable team in Customer Support at 800-779-0902 or via email at CustomerSupport@benchmarksystems.com.  For additional updates and information directly from Change Healthcare, UnitedHealth Group, and HHS, please visit the websites below.

Change Healthcare:  Change Healthcare Status

UnitedHealth Group:  Information on the Change Healthcare Cyber Response – UnitedHealth Group

US Dept of Health and Human Services (HHS):  HHS Statement Regarding the Cyberattack on Change Healthcare | HHS.gov |  Letter to Health Care Leaders on Cyberattack on Change Healthcare | HHS.gov

ALTERNATIVE CLEARINGHOUSE UPDATE, TUESDAY 3/19/2024: 

We’re thrilled to share that last week we unveiled our exciting new partnership with Harris Secure Connect as a trading partner option. Today marks the initiation of our production testing phase and we anticipate testing completion by early next week. At this time, we are ready to begin transitioning customers who are eager to switch. If you’re considering making the switch, we kindly request that you complete the Harris Secure Connect Questionnaire. We ask that this questionnaire be filled out only once per customer, ensuring it’s completed by, or with guidance from, a key decision-maker within your organization. Once submitted, you’ll be added to the migration list, and we’ll promptly reach out to initiate any necessary enrollments. It’s important to note that there will be no price change associated with transitioning to Harris Secure Connect.

In other updates, Change Healthcare is diligently working on restoring their Claims Network. They anticipate having the Relay Exchange clearinghouse back online by the week’s end. Phased reconnection and testing with channel partners, such as Benchmark, will persist through the week of March 25. Additionally, we’re actively collaborating with other clearinghouses to establish additional connections that can benefit our customers.

If you have any questions, please reach out to our Customer Support team at 800-779-0902 or via email at CustomerSupport@benchmarksystems.com.  For additional updates and information directly from Change Healthcare, UnitedHealth Group, and HHS, please visit the websites below.

Change Healthcare:  Change Healthcare Status

UnitedHealth Group:  Information on the Change Healthcare Cyber Response – UnitedHealth Group

US Dept of Health and Human Services (HHS):  HHS Statement Regarding the Cyberattack on Change Healthcare | HHS.gov |  Letter to Health Care Leaders on Cyberattack on Change Healthcare | HHS.gov

ALTERNATIVE CLEARINGHOUSE UPDATE, THURSDAY 3/14/2024: 

Earlier this week, Benchmark announced an exciting partnership with Harris Secure Connect offering a new trading partner option. Their services align closely with what Change Healthcare provides, including claims transmission, remit retrieval, and patient insurance eligibility requests. With connections to approximately 4,000 payers nationwide, they offer extensive coverage. Upon analyzing their payer list alongside our customers’ claims data from the past six months, we found that they are connected to nearly 100% of the payers our customers require access to – specifically, 691 out of 693. Testing has shown promising results, and we are actively working on integrating their eligibility service. We anticipate rolling out their services in the very near future. Additionally, we remain committed to exploring partnerships with other clearinghouses to further enhance the benefits for our customers.
 

If you have any questions, please reach out to our Customer Support team at 800-779-0902 or via email at CustomerSupport@benchmarksystems.com.  For additional updates and information directly from Change Healthcare, UnitedHealth Group, and HHS, please visit the websites below.

Change Healthcare:  Change Healthcare Status

UnitedHealth Group:  Information on the Change Healthcare Cyber Response – UnitedHealth Group

US Dept of Health and Human Services (HHS):  HHS Statement Regarding the Cyberattack on Change Healthcare | HHS.gov |  Letter to Health Care Leaders on Cyberattack on Change Healthcare | HHS.gov

 

UPDATE FOR TUESDAY, 3/12/2024:

On the evening of Tuesday, February 20, 2024, Change Healthcare encountered a cybersecurity issue, prompting them to take their systems offline proactively to prevent further impact. In an announcement made Thursday, March 7th, Change Healthcare expects to commence testing and re-establish connectivity to their claims network and software on March 18th, with service restoration anticipated throughout that week.

In our ongoing efforts to offer our customers additional channels for claims submission and remittance retrieval, we are pleased to announce that one of these alternatives will be with Harris Secure Connect. An agreement has been reached, and we are currently in the testing phase. More details regarding this connection, including the list of payers, pricing, and timeline, will be provided very soon. We anticipate similar information regarding other connections in the near future.

We recognize that such cyberattacks are increasingly common across various industries. Therefore, providing multiple avenues for claims submission represents just the initial step in Benchmark’s efforts to eliminate potential single points of failure in our system’s workflow. We are committed to evaluating other modules and services within our product suite to fortify any similar vulnerabilities. Our dedication to our customers drives us to deliver this level of service. Please continue to monitor our alerts via the banner at the top of Benchmark PM for updates on this situation and future enhancements to our products and services.

If you have any questions, please reach out to our Customer Support team at 800-779-0902 or via email at CustomerSupport@benchmarksystems.com.  For additional updates and information directly from Change Healthcare, UnitedHealth Group, and HHS, please visit the websites below.

Change Healthcare:  Change Healthcare Status

UnitedHealth Group:  Information on the Change Healthcare Cyber Response – UnitedHealth Group

US Dept of Health and Human Services (HHS):  HHS Statement Regarding the Cyberattack on Change Healthcare | HHS.gov |  Letter to Health Care Leaders on Cyberattack on Change Healthcare | HHS.gov

UPDATE FOR FRIDAY, 3/8/2024:

On the evening of Tuesday, February 20, 2024, Change Healthcare encountered a cybersecurity issue, prompting them to take their systems offline proactively to prevent further impact. Consequently, Benchmark has been unable to submit claims, retrieve remittances, or verify patients’ insurance eligibility, as these services depend on Change Healthcare’s platform.  In a recent announcement made yesterday evening, Change Healthcare expects to commence testing and re-establish connectivity to their claims network and software on March 18th, with service restoration anticipated throughout that week.

As communicated on Wednesday, Benchmark remains actively engaged in various efforts to restore electronic connectivity to payers. These efforts include establishing connections with new trading partners and collaborating with customers to redirect claims from Change Healthcare to existing direct channels.  Significant progress has been made towards establishing new connections, and we anticipate presenting options to our entire customer base next week for those interested in transitioning.  While these options are not immediate solutions, they represent new additions to Benchmark Solutions’ offerings aimed at providing system redundancy and flexibility for our clients.  Transitioning to these alternatives will necessitate paperwork for connection migration, and in some cases, there may be associated price adjustments.  These options will be available alongside the choice to await the restoration of services by Change Healthcare, expected during the week of March 18th.

We acknowledge the frustration experienced by many within the industry, particularly our valued customers, due to this situation.  We are committed to providing timely updates on this page as additional information becomes available.

If you have any questions, please reach out to our Customer Support team at 800-779-0902 or via email at CustomerSupport@benchmarksystems.com.  For additional updates and information directly from Change Healthcare, UnitedHealth Group, and HHS, please visit the websites below.

Change Healthcare:  Change Healthcare Status

UnitedHealth Group:  Information on the Change Healthcare Cyber Response – UnitedHealth Group

US Dept of Health and Human Services (HHS):  HHS Statement Regarding the Cyberattack on Change Healthcare | HHS.gov

UPDATE FOR WEDNESDAY, 3/6/2024:

On the evening of Tuesday, February 20, 2024, Change Healthcare encountered a cybersecurity issue. Shortly thereafter, they proactively took their systems offline to mitigate any further impact. As a result, Benchmark has been unable to submit claims, retrieve remittances, or verify patients’ insurance eligibility, as these services rely on Change Healthcare’s platform. At present, there is no indication of when this issue will be resolved.

Benchmark is actively working on multiple fronts to reestablish electronic connectivity to payers.  This includes building connections to new trading partners (clearinghouses and Part-B contractors), as well as working with clients to reroute claims from Change Healthcare to other pre-existing direct channels where possible. Due to this unprecedented event, all trading partners are experiencing extremely high onboarding, making the process slower than anyone would like.  Please know that we have prioritized restoring these services and are working diligently to bring them online as soon as possible.

We understand the frustration this situation has caused so many in this industry, especially our customers.  We will provide updates on this page as more information becomes available.

If you have any questions, please reach out to our Customer Support team at 800-779-0902 or via email at CustomerSupport@benchmarksystems.com.  For additional updates and information directly from Change Healthcare, UnitedHealth Group, and HHS, please visit the websites below.

Change Healthcare:  Change Healthcare Status

UnitedHealth Group:  Information on the Change Healthcare Cyber Response – UnitedHealth Group

US Dept of Health and Human Services (HHS):  HHS Statement Regarding the Cyberattack on Change Healthcare | HHS.gov

UPDATE FOR THURSDAY, 2/29/2024:

On the evening of Tuesday, February 20, 2024, Change Healthcare encountered a cybersecurity issue. Shortly thereafter, they proactively took their systems offline to mitigate any further impact. As a result, Benchmark has been unable to submit claims, retrieve remittances, or verify patients’ insurance eligibility, as these services rely on Change Healthcare’s platform. At present, there is no indication of when this issue will be resolved. 

We understand the importance of minimizing the impact to your business. In response, we are implementing the following measures to support all of our customers:

  • Exploring alternative clearinghouses to establish electronic connections to your payers.
  • Printing and mailing all claims received during this outage to the respective payers on your behalf until normal operations resume. This service will be provided, by request, for a fee based on quantity and postage costs. Contact Support, if interested.
    RCM Customers: This service will be covered by our RCM agreement.
  • Introducing a new functionality in Claims Management that allows users to generate an 837 (claims) file for submission to payers requiring this format on their claims upload portal.
  • Enabling the option to upload 835 files retrieved from payer sites to Open Remits in Benchmark PM.

We value your business and appreciate your patience and understanding during this challenging period. Should you have any questions or wish to receive updates via email, please don’t hesitate to contact the Customer Support team at 800-799-0902 or via email at CustomerSupport@benchmarksystems.com. For additional updates and information directly from Change Healthcare, you may visit their website.