Change Healthcare Outage
Updated 3/27/2024

On February 21, 2024, Change Healthcare (owned by parent company Optum) experienced a cyber-attack that took the company’s systems offline. Based on the potential for widespread disruption to health care transactions, the State of Arizona took action to mitigate the impacts to the community.

AHCCCS does not have a direct relationship with Change Healthcare. However, many AHCCCS contracted health plans do and the outage may have an impact on AHCCCS providers and/or members. With our contracted health plans, we are monitoring and addressing any impact to members.

AHCCCS is in regular communication with the Centers for Medicare and Medicaid Services (CMS) and all state Medicaid agencies as we assess the national impacts of this ongoing situation.

The State of Arizona’s Emergency Operations Center has been activated to coordinate communication and response efforts across all partners, including public benefit programs and commercial insurance providers. State agencies are working with local and tribal governments and other critical infrastructure partners to assess statewide systems for vulnerability, impact, and direct mitigation procedures.

AHCCCS Provider Support

Providers should contact their contracted health plan to discuss advanced payments. The health plans have an expedited review process in place and ability to approve advance payments up to $50,000. Health plans must follow AHCCCS Contractor Operations Manual policy 418 submission process for provider advance approvals above $50,000.

Additionally, Optum has made temporary funding available for providers whose payment distribution has been impacted. See this Optum web page for details.

Change Healthcare’s system interruptions may have impacted e-prescribing. See the Arizona State Board of Pharmacy website guidance for prescribers.

Medicaid requires prescribing clinicians to use tamper proof prescription pads or paper when ordering written prescriptions for Medicaid members. AHCCCS is waiving this requirement for two weeks beginning March 1, 2024 to allow prescribing clinicians to obtain tamper proof paper or pads should the e-prescribing system issues continue.

MCO Contact Information for Providers Seeking Assistance

Arizona Complete Health Complete Care Plan:
AzCHProviderEngagement@azcompletehealth.com
Provider Call Center: 1-866-796-0542

Care1st Health Plan:
SM_AZ_PNO@Care1stAZ.com
Network Management: 1-866-560-4042 (Options, in order: 5,7)

Banner University Family Care:
Ryan Thomsen
520-780-8310
Ryan.Thomsen@bannerhealth.com

Health Choice Arizona:
ProviderConnect@azblue.com

Mercy Care Health Plan:
Patricia Weidman, Director, Network Management
602-618-8087
WeidmanP@mercycareaz.org

Molina Complete Care Plan:
Kelley Pavkov
602-618-8087
Provider concerns/issues: MCCAZ-Provider@molinahealthcare.com

UnitedHealthcare Community Plan:
For enrollment and eligibility for advance payments please submit an inquiry form.
Check eligibility at http://www.optum.com/temporaryfunding or contact 1-877-702-3253.
In Arizona, email: uhccpazcompliance@uhc.com

Fee-for-Service Provider Support

Fee-for-Service and American Indian Health Plan (AIHP) providers should notify AHCCCS regarding any member issues or access to care concerns that arise as a result of the ongoing issues with Change Healthcare at casemanagers@azahcccs.gov.

AHCCCS Member Support

Members should contact their health plan if they are not able to access care and services.

Health plan contact information is posted on the AHCCCS health plans web page.

Report Fraud

Bad actors may try to take advantage of the situation. All health care entities, government bodies, and private sector entities are urged to remain vigilant and report suspicious activity to the Arizona Security Operations Center (AZSOC@azdohs.gov) or to the Arizona Counter Terrorism Information Center (actic@azdps.gov).