How to address the Change Healthcare ransomware incident

The recent ransomware attack on Change Healthcare has had far-reaching implications, impacting healthcare practices nationwide. To augment the steps you may likely already be taking, here are some short-term tactics that other billers and practices are implementing now:

Claims processing

Many practice management systems integrate with more than one clearinghouse. Check with your practice management system vendor to see if they are currently integrated with any other clearinghouses. If so, transitioning to a different clearinghouse may only take a couple of days for you to be back up and processing claims. For example, it is our understanding that TheraNest has migrated to another clearinghouse to help their customers.

Patient eligibility checks

Practices have struggled to check insurance eligibility or submit prior authorization requests, which has compromised providers’ ability to see new patients. Since eligibility checks are managed through the clearinghouse, switching to a different clearinghouse can address this issue. If changing clearinghouses is not an option for you, while it is less efficient, manually checking eligibility may be necessary to acquire information about a patient’s benefit plan. Adjust your front desk workflow to add a call to the insurance company (number listed on the back of the patient’s insurance card), or log into the payer’s web portal to verify patient eligibility.

Business line of credit

A Small Business Administration (SBA) loan can take months to process. A better short-term option may be to obtain a line of credit from your bank or another financial institution. This can give you fast access to cash and the ability to bridge shortfalls in cash flow. Given that the Change Healthcare fix appears to be imminent, this can help weather the storm in the meantime. With a line of credit, you only pay interest on the money you actually need, and if you are in a bind, you are only required to pay the monthly interest payment.

After your immediate needs are addressed, look to the future to put patient revenue recovery solutions in place. Many long-term solutions are offered through Inbox Health and include: 

Communicate with your clients

Maintain open communication with clients and stakeholders about the status of billing operations during the ransomware incident. Provide regular updates on any disruptions to billing processes and inform clients about delays in processing.

Explore patient revenue recovery opportunities

During downtime caused by the ransomware attack, utilize resources to explore patient revenue recovery opportunities. Review outstanding patient accounts receivable and follow up with patients to remind them of their financial obligations to expedite payments and minimize revenue loss.

Optimize patient billing processes

Streamline and optimize patient billing processes to ensure efficient and timely collection of patient payments. Implement automated billing systems, patient portals, and online payment options to facilitate easy and convenient payment for patients.

Offer payment plans and financial assistance

Provide patients with flexible payment options, including payment plans and financial assistance programs, to accommodate their financial situations. Work with patients to develop customized payment arrangements that meet their needs while ensuring timely revenue collections.

Additionally, here are a few resources to stay up to date on the latest status of the Change Healthcare ransomware attack:

• UnitedHealth Group, Change Healthcare Cyber Response
• U.S. Department of Health and Human Services (HHS) Statement Regarding the Cyberattack on Change Healthcare