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Provider Alert: Change Healthcare Cybersecurity Incident and Its Impact to Trillium, Health Net and Wellcare Providers

Date: 03/01/24

Updated March 6, 2024

Additional Check Run for Change Healthcare Breach-Impacted Providers
On Feb. 21, 2024, Change Healthcare, a software and data analytics subsidiary of UnitedHealth Group’s Optum unit, experienced a cybersecurity incident that has impacted its network and operations. The cybersecurity incident has created a service disruption that has impacted some Trillium Community Health Net (Trillium), Health Net Health Plan of Oregon, Inc. (Health Net), Wellcare By Health Net (Wellcare), and Wellcare by Trillium Advantage (Wellcare) providers. 

We are working to ensure continuity of care for our members, patients, providers, and customers and to minimize the disruption of the outage on our providers. 

To support providers who relied on manual and virtual check payments that have now been disrupted, we conducted additional check runs on Friday, March 1, 2024, and March 6, 2024. This ensures timely payment for those who would have received manual checks or virtual credit card (VCC) payments since Feb. 21, 2024. 

We thank you for your patience and apologize for any inconvenience that this causes as we work through this evolving situation. If you have any questions, please contact your Provider Engagement representative, email our team at or_prov_reps@trilliumchp.com or visit our parent company Centene’s dedicated Change Healthcare Outage webpage for more information.

Additional Information

As of now, Change Healthcare has not provided a timeline for resolution. To protect our members and providers, Trillium, Health Net and Wellcare fully disconnected system access to and from Change Healthcare on Feb. 21. We are working on multiple solutions to restore provider functionality and ensure continuity of care for our members. We will continue to provide updates as this situation evolves. 

Electronic Claim Submission
The ability to electronically submit claims to Trillium, Health Net and Wellcare through Change Healthcare is currently down. Providers can easily submit electronic claims to Trillium, Health Net and Wellcare via many alternative methods including other claims clearinghouses, our secure provider portal, and mail. Our preferred clearinghouse for electronic claims submission is Availity. To enroll, please visit Availity Portal Registration and/or call Availity Client Services at 1-800-AVAILITY (1-800-282-4548). For step-by-step instructions for Availity, visit the Availity Lifeline page. Additional information on claims submission can be found in our Provider Manuals located on our websites at:

Reimbursement via Paper Check and Virtual Credit Card (VCC)
Some paper check and virtual credit card payment processes for Trillium, Health Net and Wellcare have been disrupted due to this incident. We apologize for any inconvenience this causes. Please know we are working quickly to implement a new process to ensure payments are operational as soon as possible. An alternate way to speed up your payment process is to set up an automated clearing house (ACH) for electronic funds transfer (EFT). Trillium, Health Net and Wellcare’s preferred ACH/EFT partner, PaySpan (now part of Zelis), has offered to help expedite the sign-up process for providers by calling 1-877-331-7154 or visiting PaySpan.  

Chart Retrieval
Change Healthcare performs retrieval of medical records for several of our programs, such as HEDIS® and Risk Adjustment. You may have received a request via phone or fax from Change Healthcare on behalf of Trillium, Health Net and Wellcare, where you either scheduled appointments or provided medical records. Change Healthcare is unable to honor any fulfillment requests at this time; however, we will be employing two of our existing medical record retrieval vendors, Datavant (formerly Ciox) and Datafied, to satisfy these prior commitments.

These retrievals are required to report on clinical quality measures and diagnosis data to Health and Human Services (HHS), the Centers for Medicare & Medicaid Services (CMS) and the National Committee for Quality Assurance (NCQA). We ask that you please honor the same commitment dates for these vendors, even if you have already committed to providing medical records to Change Healthcare. If you have provided medical records from the time period of Feb. 19, 2024 to current, you may be asked to provide these medical records again.

Thank you for your patience and partnership as we navigate this situation. We apologize for any inconvenience in this matter. If you have any questions, please contact your Provider Engagement representative or our Provider Services team at the phone numbers and email address below or visit the Change Healthcare Outage Overview webpage.