ADA continues response to Change Healthcare cyberattack

Incident prevents many dentists from sending electronic claims, attachments to insurance companies

In the wake of the Feb. 21 cyberattack against Change Healthcare, one of the largest health care technology companies in the U.S., the ADA has curated links to information for affected dentists as the Association continues to monitor the repercussions of the incident.

The clearinghouse’s cyberattack is preventing many dentists from sending electronic claims and attachments to insurance companies to receive payment. The attack is also preventing some pharmacies from processing prescriptions.

The ADA has been encouraging impacted practices to watch for communication from vendors and payers regarding restoration of services. Practices should seek alternate options, such as using payer portals or provider service lines for eligibility and benefits verification, asking vendors for alternative clearinghouse options, and carefully tracking claims, or consider using paper claim forms until services are restored.

The U.S. Department of Health and Human Services issued a news release on March 5 that said “it recognizes the impact this attack has had on health care operations across the country [and that its] first priority is to help coordinate efforts to avoid disruptions to care throughout the health care system. Numerous hospitals, doctors, pharmacies and other stakeholders have highlighted potential cash flow concerns to HHS stemming from an inability to submit claims and receive payments. HHS has heard these concerns and is taking direct action and working to support the important needs of the health care community

On behalf of its members, the ADA has curated a summary of the support provided by practice management vendors. To date, the alternatives and temporary solutions include:

• Henry Schein One announced that it has established alternative approaches to processing customers’ insurance claims, though no Henry Schein One systems have been compromised as a result of this incident. It is currently processing dental claims and attachments, including pre-authorizations and treatment claims, as well as resubmitting claims batched the week of the incident. It has set up a processing assistance help line at 888-647-2547.

• Open Dental is aware of the incident, according to its website, and posted a list of alternatives to Change Healthcare. Open Dental representatives are available at 503-363-5432.

• Curve Dental said on its website that it “has been working diligently since this shutdown began to provide alternatives to maintain the billing operations of our customers while also ensuring the security of their data. While we are moving fast, we are being prudent because any resolutions must be 100% correct to avoid causing additional problems and further extending reimbursement cycles.” For further information call the Curve Support Team at 888-910-4376 and select option 1, or email support@curvedental.com.

• Patterson Dental announced it has an alternative solution to restore insurance claims processing for Eaglesoft customers. Patterson has expanded its Eaglesoft claims processing and insurance services to include Vyne Dental. Customers can call Vyne Dental at 866-936-1509, and Patterson Technology Center representatives are also ready to help customers at 800-294-8504.

On March 7, United Healthcare Group released an update to its timeline for restoration of services.

Henry Schein One has a free on-demand webinar, Getting Paid During Change Healthcare's Cyber Incident, on navigating financial challenges following the cyber Incident. The presenters include Tamara Whitley, practice co-owner and office manager of Whitley Family Dental; Ryan Hungate, D.D.S., chief clinical officer for Henry Schein One; and Ali Hyatt, chief of marketing and customer experience office for Henry Schein One.

The ADA News will provide ongoing coverage of significant developments to this issue as they become available. A variety of content focused on digital record security and record-keeping software systems in dental practices is available at ADA.org/topic/cyber-security.