Phreesia Status

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

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

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

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

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

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

PhreesiaOnCall (formerly ConnectOnCall) - Application Error

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

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

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

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

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

Past Incidents

Jul 27, 2024

No incidents reported today.

Jul 26, 2024

No incidents reported.

Jul 25, 2024

No incidents reported.

Jul 24, 2024

No incidents reported.

Jul 23, 2024

No incidents reported.

Jul 22, 2024

No incidents reported.

Jul 21, 2024

No incidents reported.

Jul 20, 2024

No incidents reported.

Jul 19, 2024

Dashboard and Integration Issues on All Zones

Resolved - Resolved - We continue to see normal performance across all Zones. We will be marking this incident as resolved.
Jul 19, 16:09 EDT

Monitoring - Monitoring - Our Engineering team has restored platform performance. At this time, performance is normal across all Zones.

We will continue to monitor before marking this incident as fully resolved.
Jul 19, 14:55 EDT

Update - As our Engineering team continues to work on restoring platform performance, please see below for Zone specific status updates:

Zone EAP: Operational
Zone 1: Operational
Zone 2: Operational
Zone 3: Operational
Zone 4: Scheduled automatic mobile communications may experience delays being sent. Users can manually send out these communications without issue
Zone 5: Operational

Some clients may continue to experience isolated integration issues if the server hosting the Integration Client (IC) is still impacted by the CrowdStrike issue. This is resulting in delays with exports and patients missing on the dashboard/

We have will disabled the Auxiliary Payment System (APS). All transactions taken through it will automatically be imported into Phreesia.
Jul 19, 13:28 EDT

Update - As our Engineering team continues to work on restoring platform performance, please see below for Zone specific status updates:

Zone EAP: Operational
Zone 1: Operational
Zone 2: Operational
Zone 3: Operational
Zone 4: Delays with patients appearing on the dashboard
Zone 5: Operational

Some clients across all zones may continue to experience integration issues as we identify servers hosting the IC’s being impacted and work to restore functionality. This can result in delays with exports and patients missing on the dashboard.

Our Auxiliary Payment System remains enabled at this time. We will disable the Auxiliary Payment System (APS) at12:30 EST and all transactions taken through it will automatically be imported into Phreesia.
Jul 19, 12:05 EDT

Update - As our Engineering team continues to work on restoring platform performance, please see below for Zone specific status updates:

Zone EAP: Operational
Zone 1: Operational
Zone 2: Operational
Zone 3: Exports to PM/EHR systems are delayed
Zone 4: Delays with patients appearing on the dashboard
Zone 5: Operational

Some clients across all zones may continue to experience integration issues as we identify servers hosting the IC’s being impacted and work to restore functionality. This can result in delays with exports and patients missing on the dashboard.

Our Auxiliary Payment System remains enabled at this time.
Jul 19, 11:03 EDT

Update - As our Engineering team continues to work on restoring platform performance, please see below for Zone specific status updates:

Zone EAP: Operational
Zone 1: Operational
Zone 2: Changes on the dashboard are not reflecting automatically. Refreshing the browser will reflect the changes on dashboard
Zone 3: Exports to PM/EHR systems are delayed
Zone 4: Delays with patients appearing on the dashboard
Zone 5: Operational

Some clients across all zones may continue to experience integration issues as we identify servers hosting the IC’s being impacted and work to restore functionality. This can result in delays with exports and patients missing on the dashboard.

Our Auxiliary Payment System remains enabled at this time.
Jul 19, 10:10 EDT

Update - All zones are working as expected with the following services experiencing issues:

Zone EAP: Patients are not automatically moving through sections of the dashboard
Zone 2: Changes on the dashboard are not reflecting automatically. Refreshing the browser will reflect the changes on dashboard
Zone 3: Exports to PM/EHR systems are delayed
Zone 4: Unable to add new patients to the dashboard, missing patients on the dashboard

Some clients across all zones may continue to experience integration issues as we identify servers hosting the IC’s being impacted and work to restore functionality. This can result in delays with exports and patients missing on the dashboard.

Our Auxiliary Payment System remains enabled at this time.
Jul 19, 09:21 EDT

Identified - As our engineering team’s continue to work on restoring platform performance across all zones please see the latest update on our restoration efforts.

All zones are working as expected with the following services still experiencing issues:

Zone 5 & EAP: In-Office Mobile check-in through email
Zone 4: Unable to add patients to the Phreesia Dashboard and In-Office Mobile check-in through email
Zone 2: Manual Patient Check-in’s, Patient Chat and In-office Mobile check-in through email

Some clients across all zones may experience integration issues as we identify servers hosting the IC’s being impacted and work to restore functionality. This can result in delays with exports and patients missing on the dashboard.

Our Auxiliary Payment System remains enabled at this time.
Jul 19, 08:21 EDT

Update - Investigating - We have enabled our Auxiliary Payment System. For any transactions please process them through https://payments.phreesia.net/ if you cannot access the Phreesia Dashboard.

Our Engineering team continues to work with our Datacenter vendor on recovery efforts of the issues caused by the global tech issues impacting Windows services. We continue to see impacts with access to the dashboard and integration functionality.

All Clients
All Zones

Please check back at this page for additional updates. We apologize for any inconvenience.
Jul 19, 06:17 EDT

Update - Investigating - Our Engineering team continues to work with our Datacenter vendor on recovery efforts of the issues caused by the global tech issues impacting Windows services. We continue to see impacts with access to the dashboard and integration functionality.

All Clients
All Zones

Please check back at this page for additional updates. We apologize for any inconvenience.
Jul 19, 05:13 EDT

Update - Investigating - Phreesia is currently impacted by the global tech issues impacting Windows services. Our Engineering team continues to work with our Datacenter vendor on recovery efforts. We continue to see impacts with access to the dashboard and integration functionality.

All Clients
All Zones

Please check back at this page for additional updates. We apologize for any inconvenience
Jul 19, 04:11 EDT

Investigating - Investigating - Our engineering team is currently investigating errors with dashboard and integration functionality, this includes being able to access the Phreesia Dashboard. This includes patient imports/exports and ability to access the dashboard.

All Clients
All Zones

Please check back at this page for additional updates. We apologize for any inconvenience
Jul 19, 03:08 EDT

Jul 18, 2024

No incidents reported.

Jul 17, 2024

No incidents reported.

Jul 16, 2024

No incidents reported.

Jul 15, 2024

No incidents reported.

Jul 14, 2024

No incidents reported.

Jul 13, 2024

No incidents reported.