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Medicaid: Change Healthcare Service Outage

Here’s what we know

On February 21, 2024, Change Healthcare discovered a cybersecurity issue. Some pharmacies and other providers use Change Healthcare products to do things like check eligibility and send in claims so they can give you your prescriptions. Because of the situation, these providers cannot process electronic transactions at this time. Affected pharmacies are trying to use other processes while Change Healthcare resolves the issue.

As soon as we heard what was happening with Change Healthcare, we shut down our connections with their systems to protect member and provider information. We do not have reason to believe member information was accessed from ForwardHealth systems during this event. We continue to watch our systems and wait to hear more from Change Healthcare.

What this means for you

We are working closely with pharmacies and providers to stay on top of the situation. Our goal is to ensure that our members can continue getting the medications and health care they need. Some things to think about:

  • Do you have flexibility in when you need your prescription? You might want to wait to fill it. This gives pharmacies some time to get the situation fixed or figure out ways to work around the current outage.
  • Do you need to get the medicine soon? It’s a good idea to call your pharmacy and make sure they can fill it at this time. If not, they may suggest other options for you.
  • If your pharmacy can’t fill your prescription when you need it, is there another pharmacy that can? Make sure to call the new pharmacy and confirm before moving your prescription.
  • Do you have a way to get to a different pharmacy? Members of BadgerCare Plus and most Wisconsin Medicaid programs, including IRIS, can use their non-emergency medical transportation (NEMT) benefit. During this incident, you can schedule a same-day ride to pick up a prescription if needed, by calling 866-907-1493 or 711 (TTY).

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Last revised February 23, 2024