Timeline provided for restoring major Change Healthcare systems
Additional financial assistance for the most affected providers
Initiatives to support patients
March 8, 2024–(BUSINESS WIRE)–UnitedHealth Group is committed to helping reduce the impact on consumers and healthcare providers of an unprecedented cyber attack on the U.S. healthcare system and Change Healthcare's billing and payment infrastructure. We continue to make significant progress. We are focused on addressing challenges to attacked pharmacy, medical billing, and payment systems and ensuring access to care and medicines.
“We are committed to providing relief to those affected by this malicious attack on America's health care system,” said UnitedHealth Group CEO Andrew Whitty. “All of us at UnitedHealth Group feel a deep responsibility to the recovery and are working tirelessly to ensure health care providers are able to care for and see patients, and patients have access to their medications. “We're continuing our efforts. We're determined to get this right. As soon as possible.”
Based on our ongoing investigation, there is no indication that any other UnitedHealth Group systems were affected by this attack.
To meet the needs of our customers, we are announcing the following immediate measures:
Timeline for restoring a changed health system
We are actively working to restore systems and services. Assuming the current rate of progress continues, major system functionality is expected to be restored and available on the next schedule.
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pharmacy services: E-prescriptions are fully functional and starting today you can also submit claims and send payments. We have taken steps to ensure patients have access to medications during that time, including having Optum Rx pharmacies send medications to members based on the date of need.
While we are working to restore these systems, we encourage our provider and payer clients to use the applicable workarounds we have established, especially considering system redundancy given the current environment. We strongly recommend that you use the new iEDI claim submission system.
Ongoing financial support for community-based providers
On March 1, Optum launched a temporary financial assistance program to fill gaps in the short-term cash flow needs of providers who receive payments from payers processed by Change Healthcare.
UnitedHealthcare offers additional financing solutions for its provider partners. This applies to medical, dental, and vision service providers and involves weekly advance payments of funds representing the difference between historical payment levels and post-attack payment levels. You do not have to repay the advance payment until billing flow has fully resumed. Providers must complete a one-time registration to access funds.
We encourage all payers to do the same, as this is the quickest and most efficient way to address providers' short-term cash flow needs. UnitedHealthcare does not know the extent of business interruption for each provider. Therefore, other payers should participate in a similar way.
We recognize that these programs may not work for everyone. Beyond UnitedHealthcare's funding relief for providers, Optum has expanded its funding program to provide funding to providers who have exhausted all available connectivity options or during periods when the Change Healthcare system is down. We include providers who work with payers who choose not to prepay.
This expansion is a funding mechanism of last resort, particularly for smaller regional providers, and will be evaluated on a case-by-case basis. An Optum Pay account is required to complete registration, receive funds, and repay funds. Use your existing Optum Pay account or sign up for Optum Pay and log in.
Recipients of financial aid do not incur fees, interest, or other related costs associated with their aid. For repayments, providers will receive invoices as soon as standard payment operations resume. 30 Number of days to return funds. These conditions now apply to both the original and expanded funding programs.
To check your eligibility and funding amounts, please register for the program on the website www.optum.com/temporaryfunding.
Additional consumer actions
For Medicare Advantage plans, including dual special needs plans, we will temporarily suspend prior authorization for most outpatient services except for durable medical equipment, cosmetic procedures, and Part B step therapy. In addition, the usage review for MA inpatients has been temporarily suspended.
For Medicare Part D pharmacy benefits, we are temporarily suspending the drug prescription exception review process.
These measures will be in place until March 31st. We will work with state Medicaid agencies on measures they wish to implement.
prescription support
As of today, all major pharmacy billing and payment systems are back up and functioning. We have taken steps to ensure patients have access to medications during that time, including having Optum Rx pharmacies send medications to members based on the date of need.
Additionally, Optum Rx PBMs recognize that they require pharmacies to take steps to help patients and require network pharmacy partners and pharmacy associations to submit all appropriate pharmacy claims with a good faith belief that the drug will be covered. I have been notified that I will be refunded. We continue to focus on remaining areas of pharmacy disruption, including specialty coupon programs and specific billing for infusion providers.
For more information and access to all solutions offered by UnitedHealth Group, please visit: http://www.uhg.com/changehealthcarecyberresponse.
The company expects to exclude the primary impact resulting from the cyberattack from its adjusted earnings.
About United Health Group
UnitedHealth Group (NYSE: UNH) has a mission of helping people live healthier lives and helping the health system work better for everyone through two distinct and complementary businesses. is a healthcare and wellbeing company. Optum delivers care powered by technology and data, giving people, partners and providers the guidance and tools they need to achieve better health. UnitedHealthcare offers a full range of health benefits, affordable premiums, a simplified healthcare experience and access to quality care. Visit UnitedHealth Group at www.unitedhealthgroup.com and follow UnitedHealth Group on LinkedIn.
Forward-looking statements
This press release contains “forward-looking statements” that are intended to take advantage of the “safe harbor” provisions of federal securities laws. Words such as “believe,” “expect,” “intend,” “estimate,” “anticipate,” “anticipate,” “outlook,” “plan,” “anticipate,” and “should.” and similar expressions identify forward-looking statements. These forward-looking statements are based on management's current expectations and assumptions. However, by their nature, forward-looking statements involve risks, uncertainties and assumptions that are difficult to predict or quantify. You should not place undue reliance on forward-looking statements, which speak only as of the date on which they are made. Important factors that could cause actual results to differ materially from the expectations and estimates reflected in such forward-looking statements include the “Risk Factors” contained in UnitedHealth Group's Annual Report on Form and in the “Forward-Looking Statements” section. 10-K and Form 10-Q Quarterly Reports. The Company does not undertake to update or revise any forward-looking statements, except as required by law.
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