Change HealthCare Cyber Security FAQ

Who is Change Healthcare and what exactly happened?

Change Healthcare is one of the largest healthcare technology companies and it handles patient payments across the U.S. healthcare system – including pharmacy prescription order processing. On Feb. 21, 2024, Change Healthcare reported that it was “experiencing a network interruption related to a cyber security issue.”

According to a statement from Change Healthcare: Once we became aware of the outside threat, in the interest of protecting our partners and patients, we took immediate action to disconnect our systems to prevent further impact.

What does this cyber security issue impact?

Because Change Healthcare is involved in processing prescription orders through patients’ insurance companies, Hometown Health members may see disruptions at other national and local pharmacies.

What can I do if my pharmacy tells me they cannot bill my insurance due to this incident?

If you are having trouble filling a prescription at your pharmacy because they are unable to bill your insurance, consider switching your prescription to one of these in-network pharmacies that have NOT been impacted:

• Renown Pharmacy
• CVS Pharmacy
• Walgreen’s
• Walmart Pharmacy
• Optum Home Delivery
• Raley’s Pharmacy
• Smith’s Food & Drug
• Costco Pharmacy

How long is this disruption expected to last?

Change Healthcare has not provided a definitive timeline for a service return.

Is patient health information compromised?

Change Healthcares privacy office and security information teams are actively engaged and working to understand the impact to members, patients and customers.

What does this mean to me as a Hometown Health / Senior Care Plus member?

Pharmacies can receive your prescription, but most insurance plans cannot be billed. If you can, please wait at least a day to pick up your prescription. If you need your prescription today, you may have to pay the full cash price and then submit for direct reimbursement from your insurance company. You may also consider asking the pharmacy to provide a limited supply of your prescription and get the remainder of the prescription when the network interruption is resolved.

Note:  Cash processing may still be delayed as it takes pharmacies longer than usual to process claims,  so call ahead to ensure they can get the cash claim to go through. 

Links to claim form for reimbursement:

• Hometown Health welcome.optumrx.com/hometownhealth/forms
• Senior Care Plus welcome.optumrx.com/seniorcareplus/forms