DocStation experienced a major incident on February 26, 2024 affecting App: Clearinghouse Integration, lasting 69d 22h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Feb 26, 2024, 03:58 PM UTC
Change Healthcare is currently offline while they investigate a cyber security incident. As a matter of precaution, DocStation has paused all sending/receiving of data with Change Healthcare. Due to this disruption, features that interface with Change Healthcare are currently unavailable. This includes eligibility checks, claim submission, and processing of claim status updates. We recognize this is disruptive to your work. We are actively monitoring the situation, evaluating alternative solutions, and will keep you posted with any updates we receive.
- investigating Feb 28, 2024, 04:10 PM UTC
There have been no new notable communications from Change Healthcare at this time. DocStation continues to monitor the situation and evaluate alternative pathways for working around this disruption.
- investigating Mar 04, 2024, 09:53 PM UTC
Change Healthcare has not published any notable new updates on their progress toward restoring functionality. DocStation has implemented a plan to migrate clearinghouse functionality to Availity. Re-enabling claim submission is our top priority.
- investigating Mar 11, 2024, 03:30 PM UTC
Change Healthcare has estimated reconnection to their claims network will begin to occur the week of March 18th. In the meantime, DocStation continues its work to re-enable claim submissions through alternative routes.
- investigating Mar 18, 2024, 03:17 PM UTC
DocStation is actively working on alternative routes to enable claim submissions and expect to have testing of an alternative path enabled next week (week of March 25th). Change Healthcare continues to indicate they are testing and rolling our reconnections to their claims network this week and we are actively monitoring their progress for a resolution.
- investigating Mar 26, 2024, 06:37 PM UTC
DocStation continues to work on exploring alternative submission methods. We are optimistic to submit our first claims through this new method of connection to an alternative clearinghouse. We will let you know how this test goes and how our future rollout will be scheduled. We do not expect any additional customer effort at this time. Additionally, Optum / Change Healthcare has released new information on their ongoing rollout of new connections. We're less than enthused by their new messaging but will keep you updated on any notable actions we're taking with them to resolve the connection.
- investigating Apr 02, 2024, 07:23 PM UTC
DocStation will be testing submissions to Availity this week. We will be reaching out to customers that are in this first phase of changes. Additionally, we will be working with you to move enrollments for ERAs to Availity to ensure we are able to give you insight to the most accurate data for your claims. Once we have submissions set up, we will move this status to Monitoring and reduce reporting here. There has been no new relevant information from Optum / Change Healthcare for a status change.
- investigating Apr 08, 2024, 06:32 PM UTC
DocStation successfully tested submissions to Availity this past week. We will be working to expand the rollout over this week and will keep you posted. There has been no update from Optum / Change Healthcare this past week.
- investigating Apr 15, 2024, 04:46 PM UTC
DocStation continued its rollout of submitting claims to Availity last week, with hundreds of submissions occurring. We are working to resolve some issues that came up through this process and will continue submitting claims this week. Additionally, we received a great update from Change Healthcare last week! New credentials for API access have arrived and we are in the process this week of bringing our integration back online. There are still some payers that have not fully reconnected to Change Healthcare, so we will be testing eligibility and submission flows slowly over the week as well. We are expecting the majority of claims to be back to "business as usual" by early next week.
- monitoring Apr 24, 2024, 08:35 PM UTC
DocStation has resumed claim submission and ERA/payer report processing via Change Healthcare. Claims that were queued for submission during the outage are now moving forward through the adjudication lifecycle. Not all functionality is back online, nor are all Payer connections active yet. This means that some claims will continue to be held until the Payer is active again, and in some cases, claims may be diverted to submission via Availity. DocStation Customer Success team is coordinating with specific accounts to fully transition claim submission to Availity. Please contact [email protected] if you are interested in this or have questions about the transition.
- resolved May 06, 2024, 02:32 PM UTC
DocStation's claim submission and ERA/payer report processing features are fully operational, though aspects of Change Healthcare's tooling are not yet fully restored. We consider this issue resolved and will continue to update Change's active payer lists for eligibility verification and claim submission as additional payers come back online. Thank you for your patience during this uniquely difficult time.