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Change Healthcare cybersecurity event: what to know and do

Provider typing at keyboard

On Wednesday, February 21, 2024, Change Healthcare, one of our clearinghouse partners, was impacted by a cybersecurity event. This event compelled them to suspend business with all of their partners nationwide, including PacificSource. 

The disruption affects the support they provide for eligibility, claims transmission, and attachment handling. 

If you do not use Change Healthcare services, you may disregard this message. 

Key information

  • At this time, PacificSource is not receiving any provider claims via Change Healthcare. Similarly, we are unable to deliver member eligibility information to providers via Change Healthcare.
  • So far, Change Healthcare has not been able to provide any estimated timeline for restoration of services.  
  • We are working with Change Healthcare leadership to understand their progress toward restoration of services.

Talking points

See our Change Healthcare Talking Points (PDF) for the latest updates. 

How to submit claims

You may submit claims one of two ways:

Online via the InTouch for Providers portal or via one of the other clearinghouses PacificSource uses.

Log in to InTouch

See list of clearinghouses

We discourage paper/faxed claims at this time, as Change Healthcare also processes paper claims. 

Questions or concerns?

As more information becomes available, we will provide updates on the situation via InTouch for Providers and the News and Updates section of our website.  

We understand that the disrupted Change Healthcare services are of vital importance in the work we do together. Thank you for your patience as we work diligently to resume normal operations when it is safe to do so.

Please reach out to your Provider Service Representative if you have questions.