Outage in Change Healthcare
Update Notice : RCM ASSURANCE - Customers are experiencing errors in Medicare Direct Entry (MDE) jobs
Resolved MajorIncident Report
Summary AI Generated
Change Healthcare's RCM Assurance service experienced a major 46.5-hour outage where customers encountered performance issues and errors with Medicare Direct Entry (MDE) jobs due to password authentication problems. The incident affected the Assurance Reimbursement Management component, preventing proper processing of Medicare direct entry transactions. The issue was resolved by implementing a fix and providing workarounds, with support resuming impacted jobs for hosted clients while turnkey clients needed to manually restart failed jobs.
Customers may experience performance issues or errors on Direct Entry jobs due to password issues.
INC # INC48750170
Components affected
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Latest Updates ( sorted recent to last )
RESOLVED
14 days ago - at 03/06/2026 02:02PM
This issue has been resolved. Performance has returned to optimal levels. Support will resume all impacted jobs for hosted clients. For Turnkey clients, please resume any failed jobs. If you have any questions, please contact Support.
Action Needed: Please reinstate the automated password changes in Assurance if you disabled them. If you are still experiencing issues with your password, please contact Medicare to reset your password and update the information within Assurance.
#INC48776620
IDENTIFIED
15 days ago - at 03/05/2026 08:15PM
Customers continue to experience slowness and errors with Medicare Direct Entry. A fix is in review and will be distributed tonight.
#INC48776620
INVESTIGATING
15 days ago - at 03/05/2026 06:39PM
Customers may continue to experience slowness and errors with Medicare Direct Entry jobs. The technical team is actively working to resolve the issue. We will provide further updates as more information becomes available at 2:00 PM CST.
#INC48776620
INVESTIGATING
15 days ago - at 03/05/2026 04:26PM
Customers may continue to experience slowness and errors with Medicare Direct Entry jobs. Research towards resolution continues.
#INC48776620
INVESTIGATING
16 days ago - at 03/04/2026 11:28PM
Customers may experience errors with Medicare Direct Entry processing. Resolution efforts are in process.
INVESTIGATING
16 days ago - at 03/04/2026 05:33PM
Customers have been provided a workaround for the password issue by disabling the automated DE password update and manually updating the password on the Medicare system. Optum continues to work on the root problem.
INC # INC48750170
INVESTIGATING
16 days ago - at 03/04/2026 04:36PM
Customers may experience slowness or errors with Medicare Direct Entry jobs. Optum continues to research.
INC # INC48750170
INVESTIGATING
16 days ago - at 03/04/2026 03:35PM
Customers may experience performance issues or errors on Direct Entry jobs due to password issues.
INC # INC48750170
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