In the wake of a cyberattack that has left large parts of the healthcare system scrambling, home care and hospice leaders offered next steps for providers that may have been affected.
On Feb. 21, Change Healthcare, a subsidiary of UnitedHealth Group that connects healthcare providers with insurance organizations, was the victim of a cybersecurity incident that has since left the platform offline. During this time, providers contracted with Change Healthcare have experienced significant cash flow issues as billing systems remain shut down. The Department of Health and Human Services on Tuesday issued a release outlining potential options for affected providers.
“If Medicare providers are having trouble filing claims or other necessary notices or other submissions, they should contact their MAC for details on exceptions, waivers, or extensions, or contact CMS regarding quality reporting programs,” the department said.
Meanwhile, UnitedHealth Group has offered a Temporary Assistance Funding Program for providers that receive payments from payers using Change Healthcare. And industry groups including the National Association for Home Care & Hospice and the Home Care Association of America have provided direction for home healthcare agencies that may have been impacted.
“Some have experienced issues such as delays in being able to verify insurance information, process orders for medications, process claims, and receive claims payment,” NAHC said in a Wednesday report. “Most of these situations are related to non-Medicare claims and payments. In some cases, the impact is so significant that providers are unable to meet payroll demands and/or pay for necessary patient care related items.”
Providers should carefully monitor provider portals and keep tabs on email from states and managed care organizations as stakeholders seek solutions, HCAOA noted in a Wednesday statement. They should also compare claims submitted against claims paid to ensure full payments can be recovered. Home care agencies that participate in the Veteran Affairs Community Care Network can still submit claims through alternate provider portals, according to the association.
CMS on Wednesday said it is seeking ways to ensure provider receive timely payments.
“We are particularly concerned about small practices and community-based providers,” CMS said in a release. “We are also in frequent communication with UnitedHealth Group and Optum and will continue to press them to swiftly communicate with the healthcare sector and to offer better options for interim payments to providers.”
