Change Healthcare Outage Provider Notification
Date: 02/26/24
On February 21, Change Healthcare, a software and data analytics subsidiary of UnitedHealth Group’s Optum unit, experienced a cybersecurity incident that has impacted its network and operations. The cybersecurity incident has created a service disruption impacting Arizona Complete Health (AzCH) and Care1st Health Plan Arizona (Care1st) members and provider network in several ways.
As of now, Change Healthcare has not provided a timeline for resolution. To protect our members and providers, AzCH and Care1st fully disconnected system access to and from Change Healthcare on Feb. 21. We are working on multiple solutions to restore provider functionality and ensure continuity of care for our members. We will continue to provide updates as this situation evolves.
Electronic Claim Submission
The ability to electronically submit claims to AzCH and Care1st through Change Healthcare is currently down. Providers can easily submit electronic claims to AzCH and Care1st via other claims clearinghouses, our secure provider portal, or mail. Our preferred clearinghouse for electronic claims submission is Availity. To enroll, please visit the Avality Portal and/or call Availity Client Services at 1-800-AVAILITY (1-800-282-4548). For step-by-step instructions for Availity, visit the Availity Lifeline page. Additional information on claims submission can be found in our Provider Manual, located on our website at the Arizona Complete Health Website or the Care1st Website.
Reimbursement via Paper Check and Virtual Credit Card (VCC) Some paper check and virtual credit card payment processes for AzCH and Care1st have been disrupted due to this incident. We apologize for any inconvenience this causes. Please know we are working quickly to implement a new process to ensure payments are operational as soon as possible. An alternate way to speed up your payment process is to set up an automated clearing house (ACH) for electronic funds transfer (EFT). AzCH and Care1st’s preferred ACH/EFT partner, PaySpan (now part of Zelis), has offered to help expedite the sign-up process for providers by calling 1-877-331-7154 or visiting the Payspan Website
Thank you for your patience and partnership as we navigate this situation. We apologize for any inconvenience in this matter.
AzCH providers and staff:If you have questions, please contact:
1. Your AzCH Provider Enga gement Specialist. If you need your assigned Provider Engagement Specialist’s contact information, please email us atAzCHProviderEngagement@azcompletehealth.com.
2. Our Provider Call Center at 1-866-796-0542.
3. Visit the Change Healthcare Website
Care1st providers and staff:
If you have questions, please contact:
1. Network Management at 1-866-560-4042 (Options in order: 5, 7) or email SM_AZ_PNO@care1staz.com.
2. Visit the Change Healthcare Website..
Care1st providers and staff:
If you have questions, please contact:
1. Network Management at 1-866-560-4042 (Options in order: 5, 7) or email SM_AZ_PNO@care1staz.com.
2. Visit the Change Healthcare Website.