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On Feb. 21, 2024, Change Healthcare experienced a cyber security incident. Any individuals impacted by this incident will receive a letter in the mail. Learn more about this from Change Healthcare, or reach out to the contact center at 1-866-262-5342.

NEW: Change Healthcare Availity and Zelis Processes

Date: 04/11/24

Superior HealthPlan would like to share the latest provider updates on the Change Healthcare outage and important information providers should know.

Availity Connects with CHC Green System

Effective April 8, 2024, Availity began reconnecting with Change Healthcare’s (CHC’s) rebuilt clearinghouse CHC Green System. Please note: CHC Green System is also known as Relay Clearinghouse and has replaced the legacy system.

As a result, claims are now automatically flowing to Superior HealthPlan through Availity. This means that if providers choose to reconnect to CHC Green System and begin submitting claims, those claims will flow to Superior, and we can adjudicate and pay. However, Superior and Availity both expect there will still be some delays in these operations, including remittances (ERA/835), getting back up to full speed due to Change Healthcare’s backlog volume and current priorities.

For more information about Availity’s reconnection to Change Healthcare, please visit the Availity Lifeline Resource Guide, FAQs and Training Demos webpage link listed on Centene’s Change Healthcare Outage Overview webpage.

Additionally, please read below for new updates related to Zelis.

New Zelis (Payspan) 835 Process

  • Providers must reference the CHC cyberattack (i.e., confirm that delayed payments were due to rerouting payments to Zelis) in order to receive assistance for multiple 835s processing.
  • Completion timeframe for requests will depend on the number of 835s included.
  • Providers need to ensure all registration codes are active. The customer service team will be available to support providers in confirming or activating registration codes as needed.
  • Providers can then request that the backlog of 835s (dated February 20, 2024 to current) be processed to the newly updated clearinghouse.
  • The provider support team will create a ticket to reprocess the outstanding 835s. The team will also assist providers with any questions related to reprocessing through Zelis.
  • For any additional questions or troubleshooting, please contact Zelis customer service at 1-877-331-7154 (select “option 1”).

Superior will continue to update you as we receive more up-to-date information from Change Healthcare.