After a significant ransomware attack on Feb. 21 that caused disruptions in the U.S. healthcare system, UnitedHealth Group has managed to restore the pharmacy systems at its Change Healthcare technology unit. This restoration is a crucial step in ensuring that the payment platform is fully functional and that the medical claims network can be reinstated, starting in mid-March. However, experts predict that it will take several months for UnitedHealth to achieve a complete recovery from this cyberattack.
Largest Businesses and Recovery Plans
UnitedHealth Group operates various businesses, and here are some of its major entities with details on the company’s plans for addressing the aftermath of the hack:
Prescription Drug Processing
Change Healthcare serves as a financial intermediary that facilitates connections between pharmacy benefit managers and pharmacies. When this system was compromised, pharmacies were unable to verify patients’ healthcare coverage for specific drugs and determine their out-of-pocket expenses. As of March 13, most major pharmacy and payment systems are operational, with over 99% of pre-incident claim volume being processed. However, some pharmacies are still offline, causing disruptions for infusion pharmacies and certain Medicaid fee-for-service clients.
Prescription Drug Coupons
UnitedHealth’s technology division processes discounts provided by drug manufacturers through electronic coupons. During the system downtime, many pharmacies couldn’t apply these discounts, forcing patients to pay the full price upfront. With the reestablishment of the pharmacy network, the majority of managed coupons can now be processed. Notably, coupons managed by McKesson’s RelayHealth system remained unaffected.
Insurance Claims
Healthcare providers submit insurance claims to Change Healthcare, which forwards them to health insurance companies for assessment and processing. The cyberattack impeded this process, leaving providers without a primary method for receiving payments through patients’ insurance plans. Starting in the upcoming week, UnitedHealth will gradually restore the claims system for testing and reconnection. In the meantime, customers are advised to use alternative networks as a temporary workaround. Full service restoration will occur once testing is successfully completed. Some providers may require additional restoration efforts before they can resume submitting claims, while others are unable to implement workaround solutions.
UnitedHealth is moving forward with its recovery efforts following the recent cyberattack, aiming to restore normal operations across its various business segments. While challenges remain, the company is committed to addressing these issues and ensuring that its systems are secure and operational.