On Wednesday, February 21, 2024, ALPHV, also known as BlackCat, executed a ransomware attack on Change Healthcare, owned by UnitedHealth Group. This cyberattack impacted healthcare providers, including hospitals, pharmacies, and private practices. It paralyzed their ability to access vital systems, hindering functions such as reimbursement for patient services and obtaining preauthorization for treatments.
In response to the CHC crisis, our team at Glenwood initiated rigorous monitoring of every claim submitted to Change Healthcare. It came to our attention that the ERAs were not arriving within 2-3 days after notification, resulting in a notable reduction in daily ERA receipts and a surge in missed ERAs from 100s to thousands per day. In February 2024 alone, we missed more than 10000 ERA files.
We found that the CHC crisis had affected more than 30 insurance providers.
The crisis also disrupted the standard claim submission process, but our team responded swiftly by exploring alternative submission methods. We identified affected payers and redirected claims via alternate clearing houses and using payor web portal submissions for several insurance carriers.
Furthermore, we manually downloaded over 6000 Bulk EOB files (PDF) from carrier websites, ensuring their timely posting for EOB processing. Simultaneously, we downloaded over 3000 EDI files from various web portals and processed them for services.
For insurances where a bulk EOB option was unavailable on the web portal, we meticulously checked the status of each claim on a patient-by-patient basis or by using the check number and manually posted them. In cases where website credentials were unavailable, we checked the claim status by directly contacting the insurance company and obtaining the necessary encashment details. We then manually posted the claims to ensure timely processing.
We allocated additional staff, consisting of 45 members, to work on ERA posting, which involves tasks such as downloading EOBs from various insurance web portals, checking claim statuses, making calls, and manually posting EOBs. This proactive measure ensured seamless operation, and to date, we have successfully downloaded over several millions in payments from insurance portals and posted them manually to maintain uninterrupted operations.
Glenwood’s unwavering commitment and swift action played a pivotal role in overcoming the CHC crisis. By promptly allocating additional staff and exploring alternative submission methods, we ensured seamless operations despite disruptions to the standard claim submission process, underscoring our ability to adapt and innovate in the face of adversity.
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