Keeping you informed: 
Change Healthcare network outage.

As you may know, we use a company called Change Healthcare (CHC) to verify Medicaid eligibility for D-SNP enrollments. CHC is experiencing an ongoing network outage that is affecting certain business operations, as well as the operations of other companies nationally. This outage is causing a temporary delay in verifying eligibility for D-SNP enrollments.

Key points

Think Agent functionality: During this outage, the Medicaid verification option is unavailable in the Think Agent enrollment tool. We’ll add it back in as soon as possible.

Telephonic verification support: You can call Aetna Medicare Broker Services for support with Medicaid verification for all states excluding Ohio, Mississippi and Nebraska. Call 1-866-714-9301 and pick prompt #7

  • After enrolling your clients, you’ll still need to submit a copy of the supporting documents, per the instructions below.

Please note that call wait times at Broker Services are a longer than usual at this time. Thanks in advance for your patience.

Submit verification documents for D-SNP enrollments in all states: Until the CHC outage is resolved, after you submit D-SNP enrollments, please provide the following documents for verification purposes: 

  • A copy of the applicant’s state-issued Medicaid award letter
  • A copy of their Medicaid card (optional)

Send supporting documents to one of the following: 

Once CHC’s verification system is back online, we will run electronic files to validate the documentation provided. 

How does this outage affect application status? 

Until CHC functionality is restored, D-SNP enrollments will be placed in a “request for information” (RFI) status for at least 21 business days (some may be longer depending on SEP eligibility). This process allows Aetna to stay in compliance with CMS timelines while avoiding disruption for the enrollee during the outage.

  • Enrollees will automatically receive an RFI letter requesting Medicaid verification documentation. If you send in documentation on your clients’ behalf, they can disregard this letter.

You can view application status using the Pending Application report or the Member Search tool on Producer World.

Questions? We’re here to help.

Thanks for your patience while we await resolution of this issue. Please reach out to your local Aetna Medicare Broker Manager if you need additional information.

The information on this website is for agent use only and not intended for the general public.

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