Optum's Change Healthcare Network Interruption Update: Payment Information

Attention: All Providers

Date: February 26, 2024

Call to action: Texas Children’s Health Plan (TCHP) would like to provide an update regarding Optum’s recent Change Healthcare network interruption. In an effort to mitigate the financial impact to our providers, TCHP has activated an alternative payment process that will be in effect until Optum’s Change Healthcare process is restored.  

Alternative payment information 

• Payments for claims received will be made via check until electronic funds transfer (EFT) is setup with our Accounts Payable department (please see the setup instructions below). 
• Until further notice, one check will be mailed for all lines of business (STAR, CHIP and STAR Kids). Checks will be issued weekly to the “pay to” address listed on your W-9 and associated with your provider contract. 
• We are working on a process to provide Explanations of Payment (EOPs). We will provide additional information and instructions as soon as it’s available. 

• In the interim, remittance advice is available via our provider portal, Texas Children's® Link (https://epiccarelink.texaschildrens.org/) 

Setting up EFT 

In order to setup electronic payments via an Automated Clearinghouse (ACH) please provide at least one of the following documents:  

• A letter on your company letterhead confirming bank details and signed by your company’s authorized signatory;  
• A letter from your banking institution confirming bank details and signed by the bank’s authorized signatory; or 
• A copy of a Cancelled/Voided Check. 

The letters above should include Bank Name, Bank Address, Account Name, Account Number, Account Type and ACH Routing Number. Please provide a current IRS Form W-9 to ensure we have the most accurate records for your organization. For more information or assistance setting up to receive an EFT, reach out to Vendor Maintenance at vendormaintenance@texaschildrens.org. 

Next steps for providers: TCHP is working diligently to assess alternative options to minimize disruptions to you and your practice operations. We will provide updates as they become available. For urgent concerns, please contact your Provider Relation Liaison or Account Lead.  

If you have any questions, please email Provider Relations at:providerrelations@texaschildrens.org.

For access to all Provider Alerts,log into:   
www.thecheckup.org or www.texaschildrenshealthplan.org/for-providers.