Update - As part of our commitment to transparency, we want to share the latest update we received from Change Healthcare regarding their previous cybersecurity incident. Their team has been analyzing data to determine what, if any, data was impacted due to this incident. The following update comes directly from Change Healthcare:
“We are in the late stages of the review of impacted data containing protected health information (PHI). To date, [Change Healthcare has] not identified specific individuals whose PHI was impacted and who are attributed to [Phreesia] as a customer of CHC. We will notify you if the final stages of the data review identify individuals whose PHI is impacted and are attributed to you.”
We are pleased to share this initial update. The security of your and your patients’ data is of utmost importance to us. We will continue to monitor the situation and provide you with additional updates as they are available.
As a reminder, we restored the connection to the Change Healthcare clearinghouse for eligibility and benefits on April 10.
Thank you for your partnership and trust. As always, please reach out to your Phreesia representative if you have any questions.
Jul 01, 2024 - 17:38 EDT
“We are in the late stages of the review of impacted data containing protected health information (PHI). To date, [Change Healthcare has] not identified specific individuals whose PHI was impacted and who are attributed to [Phreesia] as a customer of CHC. We will notify you if the final stages of the data review identify individuals whose PHI is impacted and are attributed to you.”
We are pleased to share this initial update. The security of your and your patients’ data is of utmost importance to us. We will continue to monitor the situation and provide you with additional updates as they are available.
As a reminder, we restored the connection to the Change Healthcare clearinghouse for eligibility and benefits on April 10.
Thank you for your partnership and trust. As always, please reach out to your Phreesia representative if you have any questions.
Jul 01, 2024 - 17:38 EDT
Update - We’re pleased to let you know Change Healthcare has announced the restoration of the eligibility verification system that Phreesia uses.
On April 10, Phreesia restored the connection to the Change Healthcare clearinghouse for eligibility verification. We prioritized payers that are exclusively processed through Change Healthcare and that have been unavailable since the incident. We’re actively monitoring performance, including payer availability and timeouts.
We have sent you an email including a list of payers that were previously down and are now successfully returning results. If you do not see your payer on this list, that means we have run tests that are returning errors. We expect more payers to become available in the future and are continually monitoring for changes.
The security of your and your patients’ data is of utmost importance. Based on our review of the documents provided by Change Healthcare and third parties, we feel confident in the security of these services.
We know the issues related to Change Healthcare have been challenging. Phreesia will continue to maintain redundancy in all of our systems and third-party connections wherever possible—including multiple clearinghouses and direct connections—so we’re able to pivot as quickly as we did in this incident in the future, if necessary.
We appreciate your partnership and trust as we’ve navigated this incident. As always, please reach out to your Phreesia representative if you have any questions.
Apr 10, 2024 - 19:16 EDT
On April 10, Phreesia restored the connection to the Change Healthcare clearinghouse for eligibility verification. We prioritized payers that are exclusively processed through Change Healthcare and that have been unavailable since the incident. We’re actively monitoring performance, including payer availability and timeouts.
We have sent you an email including a list of payers that were previously down and are now successfully returning results. If you do not see your payer on this list, that means we have run tests that are returning errors. We expect more payers to become available in the future and are continually monitoring for changes.
The security of your and your patients’ data is of utmost importance. Based on our review of the documents provided by Change Healthcare and third parties, we feel confident in the security of these services.
We know the issues related to Change Healthcare have been challenging. Phreesia will continue to maintain redundancy in all of our systems and third-party connections wherever possible—including multiple clearinghouses and direct connections—so we’re able to pivot as quickly as we did in this incident in the future, if necessary.
We appreciate your partnership and trust as we’ve navigated this incident. As always, please reach out to your Phreesia representative if you have any questions.
Apr 10, 2024 - 19:16 EDT
Update - We appreciate your continued patience as we navigate the issues around the Change Healthcare cybersecurity incident. Change Healthcare announced that eligibility verification services could be restored as early as this week. As we prepare for these services to become available, we want to provide you with information regarding Phreesia’s plan for reconnecting.
Change Healthcare has communicated that once the services are available, they will also disclose to us corresponding third-party assurance(s) that will validate the security of the service. We will review these assurances as soon as they are available.
Once Phreesia completes the review and determines that it is acceptable, the connection to Change Healthcare for eligibility verification services will be reinstated. We will only move forward with restoration if we feel confident in the security of these services. We will post an update here when this occurs.
We will prioritize payers that are exclusively processed through Change Healthcare and other payers that have not had access to automated eligibility verification since the incident. Please note that the timeline around restoration is not exact and that Change Healthcare has not committed to a specific date. If we receive an update or more specific timeline, we will notify you in a subsequent communication here.
We understand you likely have questions about your data and whether it was affected because of this cybersecurity incident. We have been attending partner updates with Change Healthcare over the past weeks where those questions were raised consistently. Change Healthcare has stated that they are working closely with regulators and law enforcement agencies to ensure the appropriate investigation path is followed and that appropriate notifications regarding data compromise are made, if necessary. We will continue to keep you updated on this topic as we know more.
If you have questions or concerns, please reach out to your Phreesia representative.
Mar 27, 2024 - 17:52 EDT
Change Healthcare has communicated that once the services are available, they will also disclose to us corresponding third-party assurance(s) that will validate the security of the service. We will review these assurances as soon as they are available.
Once Phreesia completes the review and determines that it is acceptable, the connection to Change Healthcare for eligibility verification services will be reinstated. We will only move forward with restoration if we feel confident in the security of these services. We will post an update here when this occurs.
We will prioritize payers that are exclusively processed through Change Healthcare and other payers that have not had access to automated eligibility verification since the incident. Please note that the timeline around restoration is not exact and that Change Healthcare has not committed to a specific date. If we receive an update or more specific timeline, we will notify you in a subsequent communication here.
We understand you likely have questions about your data and whether it was affected because of this cybersecurity incident. We have been attending partner updates with Change Healthcare over the past weeks where those questions were raised consistently. Change Healthcare has stated that they are working closely with regulators and law enforcement agencies to ensure the appropriate investigation path is followed and that appropriate notifications regarding data compromise are made, if necessary. We will continue to keep you updated on this topic as we know more.
If you have questions or concerns, please reach out to your Phreesia representative.
Mar 27, 2024 - 17:52 EDT
Update - We are continuing to monitor the cybersecurity issue affecting Change Healthcare. Change Healthcare communicated that, out of an abundance of caution, they disconnected any system that they thought could be compromised or was adjacent to a system that could be compromised by the security issue.
For the latest updates on status of the issue, please check the Optum status updates page: https://status.changehealthcare.com/incidents/hqpjz25fn3n7
We are continuing to route to other vendors for eligibility checks as needed to maintain operations. Our clients do not need to take any further action at this time.
Our team is continuing to monitor this issue closely and will share additional updates as needed.
We know that many of you rely on Change Healthcare for revenue cycle services. Phreesia has a robust suite of tools—including online payments and card on file—that are available to support your organization during this disruption. Please reach out to your Account Owner for more information.
Feb 27, 2024 - 14:16 EST
For the latest updates on status of the issue, please check the Optum status updates page: https://status.changehealthcare.com/incidents/hqpjz25fn3n7
We are continuing to route to other vendors for eligibility checks as needed to maintain operations. Our clients do not need to take any further action at this time.
Our team is continuing to monitor this issue closely and will share additional updates as needed.
We know that many of you rely on Change Healthcare for revenue cycle services. Phreesia has a robust suite of tools—including online payments and card on file—that are available to support your organization during this disruption. Please reach out to your Account Owner for more information.
Feb 27, 2024 - 14:16 EST
Update - We’re continuing to closely monitor the confirmed Change Healthcare cybersecurity issue that is causing significant disruptions across its organization.
We are routing to other vendors for eligibility checks as needed to maintain operations. Our clients do not need to take any further action at this time.
We will share additional updates as we get them. Please contact us with any further questions.
Feb 23, 2024 - 16:42 EST
We are routing to other vendors for eligibility checks as needed to maintain operations. Our clients do not need to take any further action at this time.
We will share additional updates as we get them. Please contact us with any further questions.
Feb 23, 2024 - 16:42 EST
Update - We’re continuing to closely monitor the confirmed Change Healthcare cybersecurity issue that is causing significant disruptions across its organization.
We are routing to other vendors for eligibility checks as needed to maintain operations. Our clients do not need to take any further action at this time.
We will share additional updates as we get them. Please contact us with any further questions.
Feb 22, 2024 - 17:28 EST
We are routing to other vendors for eligibility checks as needed to maintain operations. Our clients do not need to take any further action at this time.
We will share additional updates as we get them. Please contact us with any further questions.
Feb 22, 2024 - 17:28 EST
Identified - Identified - Increased Insurance Time-Outs – Change Healthcare Network Interruption
All Clients
All Zones
One of our Clearing House insurance vendors, Change Healthcare, experienced a network interruption that was related to a cyber security issue. We’ve stopped all eligibility traffic from routing to Change Healthcare and have redirected eligibility traffic to other Vendors, where applicable.
At this time you may experience time-out errors for eligibility checks on the Phreesia Dashboard. We will continue to update our status page as we get further updates.
Feb 21, 2024 - 18:59 EST
All Clients
All Zones
One of our Clearing House insurance vendors, Change Healthcare, experienced a network interruption that was related to a cyber security issue. We’ve stopped all eligibility traffic from routing to Change Healthcare and have redirected eligibility traffic to other Vendors, where applicable.
At this time you may experience time-out errors for eligibility checks on the Phreesia Dashboard. We will continue to update our status page as we get further updates.
Feb 21, 2024 - 18:59 EST
Update - We are moving updates on the ConnectOnCall issue to the ConnectOnCall status page.
For updates related to ConnectOnCall, please visit this page and subscribe: https://connectoncall.statuspage.io/
May 13, 2024 - 19:50 EDT
For updates related to ConnectOnCall, please visit this page and subscribe: https://connectoncall.statuspage.io/
May 13, 2024 - 19:50 EDT
Update - Investigating - Our Engineering team is continuing to diagnose this issue.
Currently when a patient is calling into their practice’s On-Call provider, the patient is unable to connect to leave a message. As we work to diagnose the issue, we’ve added a message that will be played for patients calling, so that they are aware that they cannot connect with their On-Call provider at this time.
We apologize for the impact this issue is having on your practice and patients; we understand how important this service is to you. We will continue to provide updates on this page as we have them.
May 12, 2024 - 23:00 EDT
Currently when a patient is calling into their practice’s On-Call provider, the patient is unable to connect to leave a message. As we work to diagnose the issue, we’ve added a message that will be played for patients calling, so that they are aware that they cannot connect with their On-Call provider at this time.
We apologize for the impact this issue is having on your practice and patients; we understand how important this service is to you. We will continue to provide updates on this page as we have them.
May 12, 2024 - 23:00 EDT
Update - Investigating - Our Engineering team is continuing to investigate this issue with high priority. We will provide updates as they become available.
Please check back at this page for additional updates.
May 12, 2024 - 20:03 EDT
Please check back at this page for additional updates.
May 12, 2024 - 20:03 EDT
Investigating - Investigating - We are aware of an error with PhreesiaOnCall, and we have escalated this issue to Twilio and our engineering team.
Please check back at this page for additional updates.
May 12, 2024 - 11:27 EDT
Please check back at this page for additional updates.
May 12, 2024 - 11:27 EDT
About This Site
Welcome to the Phreesia status page.
Here you can actively see the current status of the Phreesia components.
You can subscribe and receive status updates as well as receive information for scheduled maintenance.
Zone 1
Operational
Phreesia Dashboard
Operational
PhreesiaPads
Operational
Eligibility and Benefits Verification
Operational
Support Portal
Operational
Single Sign-On to Phreesia Dashboard
Operational
Import Functions
Operational
Export Functions
Operational
Mobile - SMS
Operational
Mobile - Email
Operational
Patient Chat
Operational
Payment Services - Phreesia Processor
Operational
Payment Services - Gateway
Operational
Self-Scheduling
Operational
Arrival Stations
Operational
Zone 2
Operational
Phreesia Dashboard
Operational
PhreesiaPads
Operational
Eligibility and Benefits Verification
Operational
Support Portal
Operational
Single Sign-On to Phreesia Dashboard
Operational
Import Functions
Operational
Export Functions
Operational
Mobile - SMS
Operational
Mobile - Email
Operational
Patient Chat
Operational
Payment Services - Phreesia Processor
Operational
Payment Services - Gateway
Operational
Self-Scheduling
Operational
Arrival Stations
Operational
Zone 3
Operational
Phreesia Dashboard
Operational
PhreesiaPads
Operational
Eligibility and Benefits Verification
Operational
Support Portal
Operational
Single Sign-On to Phreesia Dashboard
Operational
Import Functions
Operational
Export Functions
Operational
Mobile - SMS
Operational
Mobile - Email
Operational
Patient Chat
Operational
Payment Services - Phreesia Processor
Operational
Payment Services - Gateway
Operational
Self-Scheduling
Operational
Arrival Stations
Operational
Zone 4
Operational
Phreesia Dashboard
Operational
PhreesiaPads
Operational
Eligibility and Benefits Verification
Operational
Support Portal
Operational
Single Sign-On to Phreesia Dashboard
Operational
Import Functions
Operational
Export Functions
Operational
Mobile - SMS
Operational
Mobile - Email
Operational
Patient Chat
Operational
Payment Services - Phreesia Processor
Operational
Payment Services - Gateway
Operational
Self-Scheduling
Operational
Arrival Stations
Operational
Zone 5
Operational
Phreesia Dashboard
Operational
PhreesiaPads
Operational
Eligibility and Benefits Verification
Operational
Support Portal
Operational
Single Sign-On to Phreesia Dashboard
Operational
Import Functions
Operational
Export Functions
Operational
Mobile - SMS
Operational
Mobile - Email
Operational
Patient Chat
Operational
Payment Services - Phreesia Processor
Operational
Payment Services - Gateway
Operational
Self-Scheduling
Operational
Arrival Stations
Operational
EAP
Operational
Phreesia Dashboard
Operational
PhreesiaPads
Operational
Eligibility and Benefits Verification
Operational
Support Portal
Operational
Single Sign-On to Phreesia Dashboard
Operational
Import Functions
Operational
Export Functions
Operational
Mobile - SMS
Operational
Mobile - Email
Operational
Patient Chat
Operational
Payment Services - Phreesia Processor
Operational
Payment Services - Gateway
Operational
Self-Scheduling
Operational
Arrival Stations
Operational
Phreesia Products
Major Outage
Appointment Accelerator
Operational
Eligibility and Benefits API
Operational
Flourish (Insignia)
Operational
PhreesiaOnCall
Major Outage
Phone System
Operational
Ticketing System
Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance