Change Healthcare COVID-19 Update

Last updated: 4/03/2020

Frequently Asked Questions

What is Change Healthcare doing to ensure that daily operations are running smoothly?

Change Healthcare continues to address the evolving situation, and we’ve taken the following steps:

  • Review and enact our business continuity, information protection and safety policies
  • Transition office-based team members who are not required to be in a facility, to a work from home environment, including both onshore and offshore resources, utilizing the applicable security and remote access protocols
  • Restrict access to our facilities and data centers as well as our print and scanning operations to critical personnel only
  • Ask co-located team (patient billing, auditing, appointment scheduling, eligibility checks, etc.) to follow any site-specific protocols implemented at their location. Health Care Representatives (HCR) are asked to adhere to the facility-specific protocol for infectious disease.
  • Eliminate single-point-of-contact processes for critical operations, preventing potential disruption in service and support
  • Develop operational plans to reduce non-critical process and manage supply chain for all operational resources
  • Streamline customer service capabilities to accommodate requests
  • Enact plans to mitigate potential backlog in the event we are required to operate with a reduced workforce
  • Restrict business travel, except for critical customer meetings and implementations
  • Audit all Change Healthcare facilities, ensuring we have the appropriate social distancing, sanitation and hygiene measures in place to maintain a healthy workplace in accordance with guidelines from public health authorities
  • Implement escalated cleaning protocols, including disinfecting high-touch areas in our offices. The use of disinfectants has been increased to include door handles and other common use surfaces. Additionally, we are providing hand sanitizer and disinfectant wipes in all our facilities.
  • Collaborate with industry experts to ensure our plans are in alignment with best practices, as well as the Centers for Disease Control and Prevention (CDC) recommendations, including their Interim Guidance for Businesses and Employers to Plan and Respond to Coronavirus Disease 2019 (COVID-19) and guidance from other public health authorities.

How can I get updates on COVID-19 from Change Healthcare?

We will advise you of any important updates via your standard account contacts and communication channels. If you have any questions or concerns regarding COVID-19, contact your account manager. In addition, we will post updated frequently asked questions to our COVID-19 Updates and Resources hub, sharing information as it becomes available. 

Will there be delays in production operations, responsiveness and customer support?

As always, we are monitoring our operational plans to minimize disruption and accommodate team members working from home. In addition, we have enacted our business continuity plans in specific areas where and if needed. We are distributing communications, if unexpected delays occur in production operations, systems performance and/or customer support. The following steps are being taken:

  • Eliminate single-point-of-contact processes for critical operations, preventing potential disruption in service and support
  • Develop operational plans to reduce non-critical process, manage supply chain for all operational resources, and mitigate potential backlog in the event we are required to operate with a reduced workforce
  • Streamline customer service capabilities to accommodate requests
  • Assess load balance across locations, including network traffic and volume

The United States Postal Services (USPS) is being impacted by transportation delays and staffing issues. Mail is continuing to flow; however, delivery is delayed due to the extreme circumstances created by the worldwide pandemic. These delays are impacting some of our businesses, and we anticipate delays will continue until conditions return to a more normal state. For country-specific information on international service delays please refer to the USPS Service Alerts website.

If you are a customer and have questions, please contact your account manager for more specific information or a summary of product-specific plans. 

Where can I find credible and current information on COVID-19?