Blue Cross VT Response: Change Healthcare Cybersecurity Incident

Change Healthcare is one of the largest clearinghouses for processing electronic claims and other healthcare business transactions. On February 21, United Health Group, Change Healthcare’s parent company, reported that it was the target of a cyber security incident and that it had taken most of its applications offline. Change could not post claims (837) files and bulk eligibility verification (270/271) transactions.

Upon learning of the incident, Blue Cross VT immediately stopped using Change’s services to safeguard our systems and data.

Blue Cross VT has not reconnected to Change for claims submission (837), bulk eligibility transactions (270/271), or transfer of electronic provider vouchers (835).  We are taking several actions to help reduce the impact on providers:

• Blue Cross VT has added Availity to the list of claims clearinghouses that we’re connected to for submitting your 837 transactions. Your practice will need to contract with Availity, if you are not already. Please visit Availity’s website for more information. 
• If your practice is still connected to Change for claims transactions, contact our Provider Relations team to talk about using Availity to submit your claims to us through Change.
• We have compiled a list of alternative claims clearinghouses connected to Blue Cross Vermont – see "Alternative Clearinghouses" below.
• We are working on another solution for those not currently receiving 835s due to their connection to Change. More information will be provided as it is available.
  • NOTE: Payments are still being processed even if you are not receiving your 835; payment vouchers can be found in the Provider Resource Center.

Your practice management system provider may be able to provide advice on the potential to leverage another clearinghouse with connections to Blue Cross VT. They will be able to tell you which ones they support and what would be involved in making the transition. Here is a list of the other clearinghouses supported by Blue Cross VT for the transmission of 837 and 835 transactions.

Note: Availity is only configured to send 837 transactions.

Our Electronic Data Interchange (EDI) department is available to answer questions you have about electronic submissions. You can contact them Monday through Friday, 8 a.m. – 4:30 p.m. at (800) 334-3441 option 2, or by e-mail at ecommercesupport@bcbsvt.com.

Here is a summary of the tools and resources currently available to help Blue Cross VT providers. As we develop additional tools, this section will be updated.

Submitting claims and checking claims status

Here are some things you should know: 

• Please only submit claims to us once, either via paper, fax, or through an electronic option. Submitting the same claim multiple times will cause processing delays.
  • Note: Claims will not appear in the Provider Resource Center immediately upon submission.
• If you choose to submit paper claims, processing times may be delayed.
• You can determine claims status through our Provider Resource Center or by calling Provider Inquiry at (888) 449-0443 option 1.

Checking member’s eligibility and benefits

• Use the Provider Resource Center to submit eligibility requests. Remember for BlueCard and FEP members who are not with Blue Cross VT, use the real-time eligibility link.
• Contact the appropriate customer service team:
  • Blue Cross VT member – (800) 924-3494
  • FEP member – (800) 328-0365
  • BlueCard member – (800) 676-2583, then enter or speak the member’s prefix

Electronic provider voucher and remittance advice

• Electronic fund transfers:
  • There is NO impact to electronic fund transfers (EFT). They will occur as usual.
  • If you are not receiving an electronic remittance advice (ERA/835) from Change Healthcare, it does not mean you are not being paid.
• For claims submitted to Blue Cross VT:
  • Claims will be paid and processed by electronic fund transfer (EFT) or paper check (based on how the provider is set up to receive payment from us).
  • EFT’s are deposited on Friday
  • Paper checks are mailed on Friday
• Provider voucher: 
  • We encourage you to review your provider voucher on the Provider Resource Center and check in with your bank. 
  • A PDF version of your provider voucher can be located on the Provider Resource Center under the provider voucher link.
• 835 (ERA):
  • The 835 will not be available if you have Change Healthcare pick up and translate for your practice. Blue Cross VT is working on a solution to help practices using Change for their 835s. More information will be provided once it is available. 
  • We have provided a list of alternative claims clearinghouse vendors that are connected to us. See the Alternative Clearinghouses section above for more details. 

Our HEDIS data collection is on hold until further notice. If you receive a HEDIS request for medical records for a Blue Cross VT patient from anyone, please do not release the medical records and contact the provider relations team (888) 449-0443, option 1. We will post an updated notice once we are ready to resume.

Recently, Change formally declared a HIPAA privacy breach and began informing its impacted customers (health care providers and insurers). Blue Cross VT did not receive a notification from Change about being impacted by the incident. However, some of our members’ information could still be impacted through other relationships they have, including one or more health care providers, pharmacies, or other insurers.  

Due to the unique situation, Change will be managing the notification of individuals whose personal information has been impacted. If members received a notification from Change, they are encouraged to call Change at their dedicated call center: 1-866-262-5342.