Reconnection to Change Healthcare's Relay Exchange Clearinghouse
The Etactics management team worked with Change Healthcare last week and over the weekend to discuss reconnection. Etactics has received sufficient evidence from Change Healthcare that provides confidence to reconnect to the “Relay Exchange” (AKA Legacy Relay) platform. Relay Exchange is one of three clearinghouses owned by Change Healthcare that Etactics connects to and that were affected by the outage. This evidence includes documentation from both Change Healthcare and external security vendors who have conducted scans and penetration testing.
Etactics will be reconnecting with Change Healthcare’s Relay Exchange Platform and expects the connection to be re-established this week.
Connections for claims, claim status, and eligibility through the Relay Exchange platform are expected to be restored. Etactics is working with Change Healthcare to determine the status of ERAs (remittances).
Please see our payer list at https://etactics.com/change to see which payers were connected through the Relay Exchange (“Legacy Relay”) route versus the other routes (Legacy CHC and Dental).
There is not currently a timeline published by Change Healthcare for restoration of either the Legacy Change Healthcare or the dental platform.
Plan for Electronic Remittance Advices (ERAs)
Etactics understands the burden that its customers are under to manually post ERAs by utilizing EOBs for payers affected by the Change Healthcare outage.
Our team has worked tirelessly to ensure that claims have suitable routes so that all customers and providers are able to be paid. As this project nears completion, the conversation naturally shifts to resolution of ERA routing issues.
Unlike claims, nearly all payers require enrollment for ERAs. This provides a large challenge when discussing a mass conversion from one vendor to others.
We believe that by starting the enrollment process for all NPIs and all affected payers could potentially cause more issues than it solves. Enrollment through other vendors or directly through the payers can span from weeks to months (ex: Aetna). Given the response times and delays that other vendors are experiencing, we anticipate that enrollments would be slower than usual.
In short, we believe that re-enrolling all NPIs with all affected payers would provide additional burden on providers to fill out paperwork and may take longer than the Legacy Change Healthcare restoration.
To that end, Etactics and Change Healthcare have discussed a contingency plan of potentially moving all enrollments from Legacy Change Healthcare (Legacy CHC) to Legacy Relay. This is contingent on re-establishing our connection with Relay Exchange and receiving ERAs from this connection first. Once this connection has been re-established and ERAs are coming through as expected, we will work with Change Healthcare to determine if the restoration of Legacy Change Healthcare or moving enrollments to Relay Exchange automatically would be the faster option.
Etactics Payer Routing Website Updates
Updates have been posted to our tracking website: https://etactics.com/change
This page now lists the Change Healthcare route being utilized for each payer so that customers can track which payers may be close to resolution.
The payers listed for remits (also known as ERAs) may not reflect how a customer originally enrolled for remits with Etactics. The listed payers for remits are where any new customer would route through Change Healthcare, but existing customers may have a different route.
If you are missing remits for a payer that is not on the list, there is a chance that the missing remit is still tied to the Change Healthcare outage. Similarly, if you are receiving remits for a payer that is on the list, this does not necessarily mean that you are receiving remits that were routed through Change Healthcare.
The Search Bar can be utilized to search by Payer ID, Payer Name, LOB, and Alternative.
Each column can be sorted by clicking on the column header.
Please allow time for the search to complete or columns to be sorted.
EDI Customer Support
Etactics Email | edisupport@etactics.com
