CareCloud
Update - Following the recent cyber-attack involving Change Healthcare, CareCloud has been actively engaged in restoring electronic eligibility services for affected payers and implementing necessary updates. Despite initial projections mentioned in our May 31, 2024, update, we encountered connection issues that delayed our mid-June target.

Currently, we are in the final stages of connection testing. We expect:

Batch mode eligibility (appointments) to be fully operational by July 22, 2024.
Real-time eligibility (manual run in insurance profile) to be fully operational by July 29, 2024.
It's important to note that Medicare eligibility services were not affected and remain operational without interruption.

Thank you for your continued patience and understanding as we work diligently to resolve this matter.

Jun 25, 2024 - 17:51 EDT
Update - Following the recent Change Healthcare cyber-attack, CareCloud is diligently working to restore electronic eligibility services for effected payers and implement the necessary updates. We are currently connecting with various clearinghouses and anticipate that the eligibility services will be fully operational by mid-June 2024 upon successful completion of required updates. As you may already be aware that Medicare eligibility services were not affected and continue to function as usual.

Thank you for your patience and understanding!

May 31, 2024 - 16:32 EDT
Monitoring - Change Healthcare Update: We continue to monitor Change Healthcare on all updates around the Cyber response. Both Change Healthcare and UnitedHealth Group continue to post updates via their websites: Change Healthcare and UnitedHealth Group.


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 continue to monitor their communications and 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 Aetna. We continue the process of submitting backlogs for those payers, where applicable. We have also continued to make connections with alternate clearinghouses to route claims.

Government Payers

We continue to leverage direct connections through our parent company to setup direct submission capabilities with Government payers. 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.

Apr 12, 2024 - 15:59 EDT
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 Operational
API ? Operational
Breeze Operational
Community Operational
Eligibility Partial Outage
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.
Past Incidents
Jul 14, 2024

No incidents reported today.

Jul 13, 2024

No incidents reported.

Jul 12, 2024

No incidents reported.

Jul 11, 2024

No incidents reported.

Jul 10, 2024
Completed - The scheduled maintenance has been completed.
Jul 10, 23:00 EDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 10, 22:00 EDT
Scheduled - We would like to inform you that starting at 10 PM EST tonight 07/10/2024, we will be performing essential maintenance and updates to our systems. During this time, there may be a temporary impact on credit card processing services. If you have any urgent concerns or need assistance, please don't hesitate to reach out to our support team.

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 changes in status will be shared through our status site, https://status.carecloud.com.
Thank you for your patience and cooperation.
- The CareCloud Team

Jul 10, 15:05 EDT
Jul 9, 2024

No incidents reported.

Jul 8, 2024

No incidents reported.

Jul 7, 2024

No incidents reported.

Jul 6, 2024

No incidents reported.

Jul 5, 2024

No incidents reported.

Jul 4, 2024

No incidents reported.

Jul 3, 2024

No incidents reported.

Jul 2, 2024
Resolved - Please note the issue causing users to encounter a blank screen when accessing the CareCloud Payments app on their Clover devices has been resolved. Our team has successfully identified and fixed the problem.

We appreciate your patience and understanding during this time. If you experience any further issues or have any questions, please do not hesitate to contact our support team.

Jul 2, 14:23 EDT
Investigating - We are currently investigating reports of users encountering a blank screen when accessing the CareCloud Payments app on their Clover devices. Our team is actively working to identify the cause of this issue and implement a solution as quickly as possible.

We understand the importance of the CareCloud Payments app to your operations and apologize for any inconvenience this may be causing. We will keep you updated with progress and notify you as soon as a resolution is in place.

Jul 2, 12:14 EDT
Jul 1, 2024

No incidents reported.

Jun 30, 2024

No incidents reported.