Quick Links

FAQs

• Which Change Healthcare payers are partnering with Zelis?

  • To view a full list of impacted Change Healthcare payers that Zelis is supporting please visit:
    https://provider.zelis.com/let-payments-flow.  This webpage is continuously being updated so I would recommend you check back often. 

• How are the ePayment Center/Zelis systems impacted by the Change Healthcare cybersecurity incident?

  • Zelis does not rely on Change Healthcare’s technology stack to provide services. We understand that organizations that use Change Healthcare in connection with and in addition to their use of Zelis’ services may be experiencing a disruption of service.

  • Zelis has diligently reviewed all systems and there are no indications that Zelis systems’ have been negatively impacted at this time.

• Why am I still receiving checks after I completed my enrollment with [Payer Name] ePayment Center?

  • Zelis is currently finalizing the set-up of their electronic payments for [Payer name].  Once complete, the payments will be sent electronically.  

• How can I upgrade to ACH+ through the Zelis Payments Network?

  • Let me connect you with a Zelis team member that can assist.  Transfer to: 1-855-496-1571

• How long will payments continue to flow through the ePayment Center?

  • Waiting on response - will be updated

  • "Rest assured we will keep your payments and information coming through to you securely, and, for now, this is our solution. If and when things change again, you will be updated. We appreciate your patience."

• Clearinghouse delivery WILL be supported.

Provider Communication

• Providers will receive this communication with their checks and will also be sent email (if provided)

Care doesn’t stop – even during times of disruption. We’re here to help you get paid, so you can get back to your business of caring for patients. To ensure that you continue to receive your payments during this transition, [PAYER] has partnered with Zelis to provide paper checks.  ​

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You have choices:​

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• [PAYER NAME] has set up a temporary Zelis ePayment Center, where you can register for essential EFT/ERA services at no cost to you. You can get started by heading to [PAYER EPC URL] and click “Sign Up Now”. Electronic payments will begin as soon as our set-up is complete. In the interim, you will receive paper checks and EOPs via mail. To view the full list of impacted payers that Zelis is supporting, please visit https://provider.zelis.com/let-payments-flow​

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• You also have the option to upgrade to ACH+ through the Zelis Payments Network and streamline your payments and remittances from an additional 450+ payers through a single portal. You can customize your payment and data preferences, including clearinghouse delivery. To enroll, contact us at 1-855-496-1571.​

• If you are already part of the Zelis Payments Network, rest assured that your electronic preferences will be honored as soon as possible. ​

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If you have any questions, please reach out to 1-833-306-0337.​

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[Payer Name] & Zelis​

Microsite information

• Change Healthcare – Microsite

  • In response to the Change Healthcare security event, Zelis is working with select payers to ensure providers still receive their payments.

  • The CARE/OFP team and 10 CSR (6 of the 10 are internal CSR IIs) agents are assisting with this project on a separate queue, ZP_CHC_ePayment. Special thanks to these individuals!

  • In case a provider calls the ePayment Center or Zelis and is asking for assistance relating to a payer that shows the below indicator (CHC Payer in red), please transfer them to the appropriate queue. Please do not transfer any other ePayment Center calls to this queue.

• • Reminder – Payments were not affected on the ZPN, and we will continue to send provider payments. We have only disconnected the related Change Healthcare connections for their 835 files.

Change Healthcare and ePayment meeting notes 

March 14, 2024

These calls WILL be closely monitored bc this is such a serious event

• CARE team is handling these calls, but our EPC people will be skilled to handle this as a backup for that team, so we will get some of these calls

  • No transfers to CARE during this time

  • New phone number being created for this, with a new ‘whisper’ to alert 

    • ZP_CHC_ePaymentCenter - is the new skill/line

  • Hours of operation: 9-5 eastern 

• We CAN transfer to PE if/when callers wish to enroll in ACH+ through ZPN because of this

• When we pull up the TIN, it will say in red CHC Payer under provider name to notify us to transfer to that skill/line

  • ZP_CHC_ePaymentCenter - is the new skill/line

• Payments portal (microsite) was put up quickly for the providers doing business with CHCH so we can start handling payments for them temporarily

  • Will have Payer’s name/logo at the top to distinguish accounts

  • Will take them to the ePayment portal to register

  • No provisioning request required

  • https://provider.zelis.com/let-payments-flow

    • No limit to users on portal

    • Clearinghouses are allowed for all payers

    • Potential concern from providers about giving banking info due to this issue, so use the talking points in the guide to reassure them we were not affected/involved

    • Payments still going out as checks during the time when new portal/account is being established

  • Uncertain yet if providers will still have access to those microsite portals after this event ends; will probably remain due to needing access to historic payment information, Kristen will verify

• Be very sensitive during these calls

  • Providers have been impacted hugely with payments, not seeing patients, etc.

  • Give grace because they might be panicked and stressed

  • Extend patience and kindness especially during this time

    • With ePayment we WILL still encourage callers to use portal, but also extend courtesies and give any and all help needed

  • They WILL have to wait up to 2 business days for the registration code, unfortunately cannot expedite this

    • We CAN 2 step and give that reg. code if necessary 

• Provider will get an email about the situation and steps to follow to set up payment portal

  • Payer is sending checks while this is happening, but if they want electronic payments, follow these steps: (offering ePay account)

    • No provisioning ticket required

  • Clearinghouses WILL be available to ALL those affected by this

• FAQs

  • Refer providers to the microsite for full payer list of those affected that will be updated and refreshed each time a new payer is added

  • Zelis has NOT been impacted by this; we don’t use Change’s systems and don’t rely on them to protect info and provide payments

    • Some verbiage - “Zelis has partnered with payers to create an epayment-like site for continued relationships with payers”

  • We’re finding out what the transaction NAME will be in the bank account

  • There MIGHT be a JIRA creation if they don’t get that reg code w/in 2 days - in the works, might not need

  • Pre-note will be quicker than normal bc it’s ePay

• Any communication/questions we can send to Matt to forward to the Teams to get info and answers

  • Send any questions to the ePayment email channel and we will send those for research

CHC Payers will be flagged on the demographic screen under EPC Initiative