The healthcare industry was rocked in February when a ransomware attack targeted Change Healthcare, a crucial player in the revenue cycle management (RCM) sector.
This cyberattack profoundly impacted the ability to submit claims and receive payments by SYNERGEN Health’s clients, especially those relying exclusively on systems linked to Change Healthcare.
In response, SYNERGEN Health (SYNERGEN) swiftly initiated a series of proactive measures to mitigate the impact and ensure continuity for our clients.
![Change Healthcare cyberattack victim](https://www.synergenhealth.com/wp-content/uploads/2024/06/change-healthcare-cyber-attack-victim.jpg)
Phase 1
Immediate Response to the Cyberattack
Upon learning of the cyberattack, SYNERGEN responded swiftly and strategically.
Reporting and Communications with Affected Clients
Recognizing the importance of tracking various submission methods for claims, our technology team collaborated with key billing systems to create a designated field for recording the submission method used for each claim. This initiative facilitated the follow-up procedures and enhanced future reporting and analytical capabilities.
- SYNERGEN maintained clear and consistent communication with affected clients.
Daily email updates and stand-up calls ensured clients were informed about the progress, fostering trust and assurance during these uncertain times. - Additionally, we assisted providers in enrolling for advance payment options offered by Optum and the Centers for Medicare and Medicaid Services (CMS) in response to the Change Healthcare outage.
Phase 2
Efficient Posting and Follow-Up Strategies Amid the Outage
The absence of Electronic Remittance Advices (ERAs) from Change Healthcare due to the outage posed a significant challenge, threatening the cash flow and operational efficiency of affected clients.
Given SYNERGEN’s standard practice of enrolling as many payers as possible to receive ERAs, the impact was substantial, resulting in delayed payment postings and unreconciled transactions. Furthermore, delayed denial notifications meant claims could go unaddressed for extended periods.
Always Prepared for Crisis
In the face of the Change Healthcare outage, SYNERGEN demonstrated exceptional resilience and agility in managing the crisis.
Through collaborative efforts and decisive action, we effectively mitigated the challenges posed by the outage. The quick identification and implementation of alternative claim submission methods, deployment of automation and AI-powered technology solutions or efficient claim status retrieval combined with the expertise of our RCM staff and proactive follow-up strategies ensured that clients experienced minimal disruption.
SYNERGEN’s response to the cyberattack addressed immediate operational challenges and reinforced its reputation as a reliable partner in navigating unforeseen disruptions in the healthcare landscape.
By emerging stronger from this incident, SYNERGEN reaffirmed its commitment to providing robust and resilient solutions in the face of adversity.