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Change Healthcare cybersecurity event: what to know and do


On Wednesday, February 21, 2024, Change Healthcare, one of our clearinghouse partners, was impacted by a cybersecurity event. This event compelled them to suspend business with all of their partners nationwide, including PacificSource. 

The disruption affects the support they provide for eligibility, claims transmission, and attachment handling. 

If you do not use Change Healthcare services, you may disregard this message. 

Key information

  • At this time, PacificSource is not receiving any provider claims via Change Healthcare. Similarly, we are unable to deliver member eligibility information and ERA electronic 835 remittance advice to providers via Change Healthcare.
  • As of February 26, Change Healthcare has not been able to provide any estimated timeline for restoration of services.  
  • We are working with Change Healthcare leadership to understand their progress toward restoration of services.

How to submit claims

You may submit claims one of two ways:

Online via the InTouch for Providers portal, or via one of the other clearinghouses PacificSource uses.

Log in to InTouch

See list of clearinghouses

We discourage paper/faxed claims at this time, as Change Healthcare also processes paper claims. 

Questions or concerns?

As more information becomes available, we will provide updates on the situation via InTouch for Providers and the articles section of our website.  

We understand that the disrupted Change Healthcare services are of vital importance in the work we do together. Thank you for your patience as we work diligently to resume normal operations when it is safe to do so.

Please reach out to your Provider Service Representative if you have questions.