Change Healthcare ERA Issue Recap

As you are aware there was a recent issue receiving Electronic Remittance files from Change Healthcare, formerly known as Emdeon. This was not an isolated incident related only to STI customers, it impacted practices and software vendors all over the country.

On 4/5/16 Change Healthcare published a Customer Service Announcement from which the following was taken:

“Effective Saturday 4/9/2016, we expect to implement the enhancement across the remainder of our business, specifically our batch communications platform where we exchange Claims, Reports, and Electronic Remittance Advice (ERA) files. Refer also to CSA 1-1WUSV3X about the system maintenance downtime. This enhancement requires no action from our customers and there will be no changes to customer communication protocols, authentication, or options.”

On Monday, April 11th we received the first phone calls into our support help desk advising us of a problem with ERA files. We immediately contacted Change Healthcare to report the issue and were in constant communication with them for the duration. They were receiving reports of this issue from various practices and vendors and began the process of identifying and fixing the problem. Unfortunately it was not resolved until April 25th. During that time some of our clients, but not all, weren’t receiving their ERA files. We were told by Change Healthcare that the issue has been corrected and that ERA files were reset for all practices over the April 23rd weekend. We believe that everything is now back to normal.

We thank you for your patience, and for those practices affected we know it was a stressful time for your billing managers. Rest assured that we were here to answer your calls and to advocate on your behalf. We apologize for the inconvenience and welcome your comments by emailing our Director of Client Services at dgaskill@sticomputer.com.