CareCloud
Update - Date Range: 2/21/24 – to date.


Change Healthcare Update: We are writing to provide you with an update on the Change Healthcare f/k/a Emdeon cybersecurity incident. As of the most recent update at 9:03 am on 2/27/24, they expect the disruption to continue. Change Healthcare has communicated that they are still working on the issue and will provide additional information as soon as possible.



Our actions: Upon learning of the incident and in an abundance of caution, all inbound and outbound transactions with Change Healthcare continue to be disconnected. We will not reestablish connections until such time as Change Healthcare indicates it is safe to do so. In the interim, we are taking the additional actions listed below:



Commercial Payers

We have established a direct connection with United Healthcare and Humana. We are in the process of submitting backlogs for those payers, where applicable, and anticipate this process to be completed within 24-48 hours.



Government Payers

We are leveraging direct connections we currently have through our parent company to setup direct submission capabilities with Government payers. Attached please find a list of all government payers we can establish a direct connection with. To accomplish this, our employees are diligently working to complete forms, where applicable, and submit them to you for signature. We appreciate your prompt attention to these forms as that will help expedite the process. Upon receipt of such forms, we will be able to directly connect your account to government payers. While this process may take a couple week to complete, this will allow us to have redundancy and efficiency for all inbound and outbound transactions in the event there are any similar future events.



Change Healthcare Submissions

For clarity, Change Healthcare transactions remain on hold. You still have the ability to queue the claims and once the connections are reestablished and/or Change Healthcare provides an alternative solution we will work expeditiously to ensure those are processed as soon as possible.



Our Commitment: We want to emphasize that protecting your data and maintaining the trust you place in us is of paramount importance. We are continuously monitoring the situation to investigate for further updates and implementing additional measures and redundancies that can avoid future disruptions and address current concerns. We understand the importance of transparency and wish to reassure you of our commitment to safeguarding your information and reestablishing the connection once all matters are resolved.



For further updates from Change Healthcare please visit: https://status.changehealthcare.com/incidents/hqpjz25fn3n7

Feb 29, 2024 - 09:19 EST
Identified - Date Range: 2/21/24 – to date

We are writing to inform you that Change Healthcare f/k/a Emdeon is experiencing a cybersecurity incident and they have informed that their security experts are addressing the matter. As of the most recent update at 11:32am on 2/22/24, they expect the disruption will last at least through the day.

Our actions: Upon learning of the incident and in an abundance of caution, we temporarily disconnected all inbound and outbound transactions with Change Healthcare and have halted recent EDI submissions to evaluate and scan their integrity before they enter our system to prevent any potential risks. There is no indication that this cybersecurity event has impacted any CareCloud technology or services. Our dedicated cybersecurity team is working diligently to assess the situation and monitoring updates from Change Healthcare.

Potential impact: The areas impacted by this may be:

Eligibility
Outbound electronic claims
Patient statements
Inbound receipt of ERAs

For clarity, you still have the ability to use the CareCloud system, but the data transmission both inbound and outbound for all Change Healthcare transactions will be suspended until the issue is resolved and all connections are reestablished.

We want to emphasize that protecting your data and maintaining the trust you place in us is of paramount importance. We are continuously monitoring the situation to investigate for further updates. We understand the importance of transparency and wish to reassure you of our commitment to safeguarding your information and reestablishing the connection once all matters are resolved.

For further updates from Change Healthcare please visit: https://status.changehealthcare.com/incidents/hqpjz25fn3n7

Feb 22, 2024 - 14:33 EST
Update - Change Healthcare has an ongoing outage affecting claim submissions, payments, and patient eligibility. We're actively working with Change Healthcare and apologize for any inconvenience. Thanks for your patience.
Feb 22, 2024 - 10:24 EST
Investigating - Change Healthcare eligibility is facing connectivity issues. We're engaged with their support to resolve this and will update when fixed
Feb 21, 2024 - 10:23 EST
Monitoring - A fix has been implemented and we're monitoring the results.
Feb 23, 2024 - 16:24 EST
Investigating - We are currently investigating specific reports by users that they are receiving errors when generating some financial and billing reports.
We will be providing updates as the team works towards a resolution.

Feb 20, 2024 - 11:10 EST

About This Site

Welcome to CareCloud's home for real-time information on system performance. Here you'll find live and historical data on system performance. If there are any interruptions in service, a note will be posted here.

Please contact CareCloud’s support team at (866) 931-3832 or email us at support@carecloud.com for any additional questions or concerns.

Analytics Degraded Performance
API ? Operational
Breeze Operational
Community Operational
Eligibility Degraded Performance
Charts Operational
Chat Operational
Claims Operational
Collections Operational
Interfaces Operational
Patient Search Operational
Patient Statements Operational
Remittance Operational
Client Support - Incoming External Phone Calls ? Operational
Documents ? Operational
Campus Operational
Payment Transactions Operational
Fax Service Operational
Appointment Notifications Operational
90 days ago
100.0 % uptime
Today
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Major outage
Partial outage
No downtime recorded on this day.
No data exists for this day.
had a major outage.
had a partial outage.
Scheduled Maintenance
CareCloud Maintenance Mar 2, 2024 19:30-20:30 EST
Starting on Saturday, March 2nd, 2024 CareCloud will perform a maintenance to upgrade our Infrastructure. The maintenance will begin at 7:30 PM Eastern Daylight Time and is expected to be completed at 8:30 PM Eastern Standard Time.

During this maintenance window, the CareCloud app will not be available.
We do not anticipate adverse user impact to our app once maintenance has been completed, to mitigate potential risk, we have built a detailed test and execution plan. We will also closely monitor the status of all services throughout the maintenance and immediately thereafter. Updates on the maintenance as well as any status changes will be shared through our status site, https://status.carecloud.com.

Posted on Mar 01, 2024 - 16:19 EST
Past Incidents
Mar 2, 2024

No incidents reported today.

Mar 1, 2024

No incidents reported.

Feb 29, 2024

Unresolved incident: Change Healthcare Services.

Feb 28, 2024

No incidents reported.

Feb 27, 2024

No incidents reported.

Feb 26, 2024

No incidents reported.

Feb 25, 2024

No incidents reported.

Feb 24, 2024

No incidents reported.

Feb 23, 2024
Resolved - This incident has been resolved.
Feb 23, 16:26 EST
Update - We are currently managing some issues related to demographic data and charge errors. Rest assured, these issues are being actively resolved. We appreciate your patience as we work towards a swift resolution.
Feb 12, 15:31 EST
Update - We are continuing to monitor for any further issues.
Feb 10, 08:44 EST
Monitoring - We're verifying each service and enabling as we validate it. Expect all services to be online by the end of today. Thank you for your patience.
Feb 10, 08:44 EST
Update - Inbound integration messages are working, pending queues are being processed. Outbound messages are still being worked on. We will provide additional updates as we continue to get our services up and running.
Feb 9, 20:50 EST
Update - We are continuing to work on a fix for this issue.
Feb 9, 10:15 EST
Identified - We are aware and responsive to the ongoing issue affecting our lab and interface services. Our engineering team is diligently working and has implemented multiple steps toward a resolution.
Feb 9, 10:02 EST
Update - Our engineering team is currently reviewing and working to resolve an issue related to interface connections in CareCloud. This is affecting lab submission through the CareCloud EHR and interface connections with third party EHR’s.
Feb 8, 14:10 EST
Update - Our engineering team is working diligently on a permanent solution for recent lab order issues. Updates will follow as we progress toward this resolution.
Feb 8, 07:47 EST
Investigating - We have received reports of users having issues with sending lab orders out of the system. Our engineering team is reviewing and working to resolve the issue, we apologize for any inconvenience this may cause
Feb 7, 10:56 EST
Feb 22, 2024
Feb 21, 2024
Feb 20, 2024
Resolved - This incident has been resolved.
Feb 20, 11:07 EST
Monitoring - We are currently receiving reports of issues with the Appointment Scheduling view and various other applications displaying stale or blank data.

The issue should now be resolved and if users are still experiencing issues, please log out of the CareCloud application and log back in.
If you are still experiencing problems related above after logging back in to the application, please contact our support desk at (866) 931-3832.

Jan 2, 10:34 EST
Feb 19, 2024

No incidents reported.

Feb 18, 2024

No incidents reported.

Feb 17, 2024

No incidents reported.