We've been diligently working to find solutions for processing your claims. We know insurance payments are vital to your business and want to make sure you have the cash flow you need.
We’ll update this page regularly as we have more information.
Latest Updates
June 4, 2024
We have some important updates to share regarding our work to restore and improve claims management services in light of the ongoing Change Healthcare outage.
DentalXChange Portal Access – We have been working on a deeper integration with DentalXChange, designed to enable axiUm clients to utilize the DentalXChange ClaimConnect portal for streamlined claim management and increased visibility. Currently, we are in the live testing phase of this integration and anticipate commencing the rollout to all axiUm clients in the coming weeks.
Patient Statements – Patient statements are either in proofing or being mailed out for clients using the latest statement report file and with data uploaded to ImageNet-DFS.
We have also been notified by Change Healthcare that they will no longer be providing patient print and communication services going forward.
Medical Claims – While we are working on providing a new solution for medical claims, this process is taking longer than anticipated. For assistance with workarounds that will allow you to generate files for upload on medical claim portals, please contact axiUm Support.
We have published Frequently Asked Questions in the axiUm Community and are updating this regularly. You can also ask questions by submitting a support case through the axiUm Community.
May 1, 2024
This week, we have made steady progress, although there are no significant changes to report at this time.
We want to assure you that we are working diligently to bring all services back online. As a reminder, we have successfully restored the following services over the last two months:
- Dental Claims: Restored on March 4, with client visibility into responses from March 22.
- Patient Statements: Implementation available on April 3.
- Patient Eligibilities: Restored on April 10.
- ERA/835 Enrollment: Enrollment commenced on April 10.
- Medical Claims: Currently in testing.
- Greater Visibility on Claims: in progress.
We take pride in the urgency in which we have responded to this outage. Our team has been working tirelessly to ensure minimal disruption to your operations.
Moving forward, we will only send updates when there are significant changes or progress to share. This means that there will be no further regular Wednesday communications unless there is an update.
As we move beyond the short-term response and consider longer-term options, we welcome customer feedback on priorities and needs for insurance management. That will enable us to decide which solutions and vendors will best meet those priorities and needs. Our intent for the longer term is to ensure redundancy in our solution, which will allow for better performance, functionality, and backup. We’re also considering how best to provide better visibility to claims, eligibility, and other statuses within axiUm to simplify your insurance management workflows.
We appreciate your understanding and patience during this time. Your trust in us is paramount, and we are committed to keeping you informed about our progress.
We have published Frequently Asked Questions in the axiUm Community and will continue to update this regularly.
Thank you for your continued support.
April 24, 2024
- Medical Claims – DentalXChange has partnered with TriZetto to process medical claims. Our axiUm Engineering team is working through the necessary changes to the ITS Bridge to support this solution, and we are currently in testing with DentalXChange.
- Greater Visibility on Claims – We know you are looking for greater visibility and control over your claims process through a portal solution. We are currently in the process of scoping options for a portal specifically dedicated to dental claims.
We will share more information and timelines as we progress through this work.
We have published Frequently Asked Questions in the axiUm Community and are updating this regularly. You can also ask questions by submitting a support case or emailing axiumclaims@henryscheinone.com.
April 17, 2024
Starting this week, you can expect updates every Wednesday until further notice.
- Patient Eligibilities – While we are currently working through the Patient Eligibility rollout, we are learning that the process is taking longer than expected. We appreciate your patience as we work to reach out to all affected clients on re-enabling this functionality using DentalXChange.
- ERA/835 – ERA enrollment with DentalXChange is available. DentalXChange has partnered with Zentist to expedite ERA enrollment.
- Once enrollment is complete, submit an axiUm Support case. You may need to update payor IDs if the Change Healthcare payor ID is different from DentalXChange. Start your enrollment process here:
- Medical Claims – DentalXChange has partnered with TriZetto to process medical claims. Our axiUm Engineering team is working through the necessary changes to the ITS Bridge to support this solution. We will share more information and timelines as we progress through this work.
We have published Frequently Asked Questions in the axiUm Community and are updating this regularly. You can also ask questions by emailing axiumclaims@henryscheinone.com.
April 12, 2024
Thank you to those who have submitted cases to start the Patient Eligibility setup using DentalXChange. We are working through all cases submitted and appreciate your patience.
Henry Schein One and DentalXChange now have a dedicated page for special enrollment, ERA enrollment, and the DentalXChange payor list.
We have published Frequently Asked Questions in the axiUm Community and are updating this regularly. You can also ask questions by emailing axiumclaims@henryscheinone.com.
April 10, 2024
We continue to focus on solutions that restore functionality previously provided by Change Healthcare. Please note that due to the extenuating circumstances with which we are collectively dealing, some of the interim solutions being put in place may be temporary as we prioritize re-establishing core services, rather than fully released and managed products and services.
- Dental Claims – Claim status reporting is now available in the new ITS Bridge. Over 52,000 claims have been successfully sent to payors through DentalXChange as of Monday. We are also working on a legend to help interpret messages being returned by DentalXChange/payors.
- Patient Statements – axiUm Support is working with affected clients to restore patient statements using ImageNet-DFS. Please work with your assigned analyst through your support case.
- Patient Eligibilities – We are ready to roll out Patient Eligibility functionality with DentalXChange. Please submit a support case to start the process with our Support team. You may need to update payor IDs if the Change Healthcare payor ID is different from DentalXChange. Our team can assist you on how to do this.
- ERA/835 – ERA enrollment with DentalXChange is now available. DentalXChange has partnered with Zentist to expedite ERA enrollment. Once enrollment is complete, submit an axiUm Support case. You may need to update payor IDs if the Change Healthcare payor ID is different from DentalXChange. Start your enrollment process here:
- Medical Claims – DentalXChange has partnered with TriZetto to process medical claims. Our axiUm Engineering team is working through the necessary changes to the ITS Bridge to support this solution. We will share more information and timelines as we progress through this work.
Henry Schein One and DentalXChange now have a dedicated page for special enrollment, ERA enrollment, and the DentalXChange payor list: https://www.dentalxchange.com/channel-partner/lp/henry-schein-one
We have published Frequently Asked Questions in the axiUm Community and are updating this regularly. It has been updated to include the information sent above, and questions asked in recent webinars. You can also ask questions by emailing axiumclaims@henryscheinone.com.
April 5, 2024
Thank you to everyone who completed our survey. The consolidated results are available in this article in the axiUm Community.
We will be hosting another Update and Q&A call on Tuesday, April 9 at 9:30am PT / 12:30pm ET. Click below to register!
If you miss the call, updates will be shared via FAQ, email and on our website on Wednesday, April 10.
We have published Frequently Asked Questions in the axiUm Community and are updating this regularly. You can also ask questions by emailing axiumclaims@henryscheinone.com.
April 3, 2024
- Dental claims – Claim status reporting is now available in the new ITS Bridge. Over 43,000 claims have been successfully sent to payors through DentalXChange as of last Friday.
- Patient Statements – axiUm Support is working with affected clients to restore patient statements using ImageNet-DFS.
- Patient Eligibilities – We are currently conducting testing on DentalXChange Patient Eligibility functionality with live data. We expect to have this available for general release soon.
- ERA/835 – We are working with DentalXChange on the process to enable this. We are working through some issues with payor ID matching before moving forward.
- Medical Claims – We are investigating other solutions and should have an update on this next week.
Reminder: Bulk enrollment with special payors is now accessible via DentalXChange through a unified online form. This streamlined process aims to simplify the enrollment process with these payors. It is important to note that the payors may require up to 30 days to finalize the enrollment process on their end before claims can be accepted.
Prior to initiating this enrollment process, you should assess the potential efforts involved in re-enrolling with ChangeHealthcare should you opt to resume their services in the future.
We will pause the live Q & A sessions for now until major updates occur. We have published Frequently Asked Questions in the axiUm Community and are updating this regularly. You can also ask questions by emailing axiumclaims@henryscheinone.com.
Thank you to everyone who completed our survey. The consolidated results are available in this article in the axiUm Community.
March 27, 2024
** This week we will only provide one update due to the holiday, Good Friday. We will resume updates on Wednesday and Friday of the following week.
We are pleased to share that the updated ITS Bridge, with the new functionality that provides clients visibility on their claims sent to DentalXChange, is ready to be distributed this week. Technical Support Analysts will reach out to clients via existing support cases to provide instructions and the new bridge version.
Bulk enrollment with special payors is now accessible via DentalXChange through a unified online form. This streamlined process aims to simplify the enrollment process with these payors. It is important to note that the payors may require up to 30 days to finalize the enrollment process on their end before claims can be accepted. Prior to initiating this enrollment process, you should assess the potential efforts involved in re-enrolling with ChangeHealthcare should you opt to resume their services in the future.
We will pause the live Q & A sessions for now until major updates occur. We have published Frequently Asked Questions in the axiUm Community and are updating this regularly. You can also ask questions by emailing axiumclaims@henryscheinone.com.
We’re striving for increased responses this week to gather your feedback on your current priorities and sentiments during the ongoing Change Healthcare outage. Please complete the survey by Friday, March 29, to assist us in assessing priorities and planning our next steps effectively. We’ll ensure to share the results with you next week.
March 22, 2024
We are pleased to share that the updated ITS Bridge, with new functionality that provides clients visibility on their claims sent to DentalXChange, will be ready to distribute the week of March 25. Technical Support Analysts will reach out to clients via existing support cases to provide instructions and the new bridge version.
We are currently conducting testing on Patient Eligibility functionality with DentalXChange and expect to be able to share an update on the week of March 25.
We have published Frequently Asked Questions in the axiUm Community and are updating this regularly. You can also ask questions by emailing axiumclaims@henryscheinone.com.
We would like your feedback on your current priorities and sentiments as the Change Healthcare outage continues. Please complete the following survey before Friday, March 29 to help us assess priorities and next steps to serve you best.
March 20, 2024
Our team is diligently working to restore various services affected by the Change Healthcare cyber incident.
- Dental Claims – as of Tuesday, over 7,000 claims have been successfully received by DentalXChange and sent on to payors, and we continue to work with clients to send more claims through.
- We are currently in final testing of a new ITS Bridge utility that provides visibility to claim statuses in a readable format. We expect to have an update this Friday on when it will be ready for general availability.
- Patient Statements – we are working with a new vendor Imagenet/DFS and are working with affected clients to restore statement services.
- Patient Eligibilities – we are working with DentalXChange on this functionality.
- ERA/835 – we are working with DentalXChange on the process to enable this.
- Medical Claims – we are investigating other solutions.
We have published Frequently Asked Questions in the axiUm Community and are updating this regularly. You can also ask questions by emailing axiumclaims@henryscheinone.com.
We would like your feedback on your current priorities and sentiments as the Change Healthcare outage continues. Please complete the following survey before Friday, March 29 to help us assess priorities and next steps to serve you best.
March 15, 2024
Our team is diligently working to restore various services affected by the Change Healthcare cyber incident. Update since Wednesday:
- Patient Statements – we are working with a new vendor and affected clients will be contacted today by their Customer Success Manager on next steps.
We have published Frequently Asked Questions in the axiUm Community, and we will be updating this regularly.
We will be hosting another Q&A call next week:
Tuesday, March 19 at 9:30am PT / 12:30pm ET
Register
March 13, 2024
Our team is diligently working to restore various services affected by the Change Healthcare cyber incident.
- Dental Claims – axiUm Support is working with each client and monitoring claims. We are working on client visibility to claims status.
- ERA/835 – we are working with DentalXChange on the process to enable this for affected clients.
- Patient Statements – we are working with a new vendor and expect to reach out to affected clients by end of this week with next steps.
- Eligibilities – we are working with DentalXChange on this functionality.
- Medical Claims – we are investigating other solutions.
We have published Frequently Asked Questions in the axiUm Community, and we will be updating this regularly.
We will be hosting another Q&A call next week:
Tuesday, March 19 at 9:30am PT / 12:30pm ET
Register
March 11, 2024
Our team is diligently working to assist clients with connectivity to DentalXChange, and monitoring the status of dental claims sent. We are also working on a solution to provide clients visibility into the status of claims sent to DentalXChange.
We are also working with DentalXChange on next steps for ERA/835 and will provide an update as soon as possible.
Payor List: Going forward, please click here for a listing of DentalXChange supported payors. Let us know if you have questions at axiumclaims@henryscheinone.com
We are working with another vendor to provide patient statements and will have another update on that as soon as possible. We continue to investigate solutions for eligibilities and medical claims.
We will be hosting another Q&A call tomorrow:
Tuesday, March 12 at 9:30am PT / 12:30pm ET
Register
March 8, 2024
Our team is diligently working to assist clients with connectivity to DentalXChange, and monitoring the status of dental claims sent. As of noon PST Friday, approximately 80% of EDI clients have been set up on the new ITS bridge connecting to DentalXChange.
It has become evident that several payors are not yet posted as supported on https://henryscheinone.com/support/claims-notice. Our team can verify whether your payor is supported. Please email the Payor Name and Payor ID to axiumclaims@henryscheinone.com.
Henry Schein One has also provided a special enrollment forms page with a list of payor enrollment forms.
We are working with another vendor to provide patient statements and will have another update on that as soon as possible. We continue to investigate solutions for eligibilities, medical claims and ERA/835.
We will be hosting another Q&A call on
Tuesday, March 12 at 9:30am PST / 12:30pm EST.
Register
March 6, 2024
Thank you to everyone who submitted cases to begin their migration to the new clearing house. Our team is diligently working through each request to ensure successful setup and monitoring of claims being sent to DentalXChange. Every client that submitted a case to migrate has received a response from our team. As of 3pm PST Wednesday, 24 clients have been set up on the new ITS bridge connecting to DentalXChange, and almost all have sent their first claim file.
We continue to investigate solutions for eligibilities, patient statements, medical claims and ERA/835.
We will be hosting another Q&A call on
Tuesday, March 12 at 9:30am PST / 12:30pm EST. Click here to register!
Register
March 4, 2024
Thank you to everyone who submitted cases to begin their migration to the new clearing house. Our team is diligently working through each request to ensure successful setup and monitoring of claims being sent to DentalXChange. Thank you for your patience.
At this time, note that ERA/835 functionality is NOT available. Our focus is on getting claims sent through the new clearing house to the payors. We continue to investigate solutions for eligibilities, patient statements, medical claims and ERA/835.
Henry Schein One has launched a new special enrollment forms page with a list of payors and their enrollment forms. We encourage you to visit the page to see if any of your payors are on the list, so you can download their forms and follow their instructions for completion and submission. If you have a payor that is not on this list https://henryscheinone.com/support/claims-notice, please email axiumclaims@henryscheinone.com and include the Payor Name and Payor ID number.
We would also like to remind you of our Q&A call on Tuesday, March 5 at 9:30am PST / 12:30pm EST. Click here to join the meeting
March 3, 2024
Effective Monday, March 4, 2024 we are restoring our claims processing service. We are looking to process dental claims and attachments, including pre-authorizations and treatment claims. If you need to submit medical claims, we recommend that you print and mail them for the time being. In the days since the incident was reported, Henry Schein One has worked around the clock to implement a variety of support mechanisms for our customers to minimize the impact of the outage.
We’ll continue to process claims in the way that’s best for our customers. We’re always monitoring the landscape, and we have options for claims partners. We’re currently processing claims with DentalXChange and attachments with Vyne (NEA). We’ll monitor the situation and adjust our process as necessary to best serve you.
axiUm Administrators should submit a Support Case through the axiUm Community at https://exan.my.site.com/axium/s/ to start the process. We will assign a member of our team to work with you and provide instructions on setting up the new connection to DentalXChange, and recommendations for the first week of submitting claims.
Change Healthcare/United Health Group has launched a new webpage about their cyber response at: https://www.unitedhealthgroup.com/ns/changehealthcare.html. Henry Schein One’s practice management systems have not been compromised. Change Healthcare/United Health Group is investigating the impact on their systems and will provide further information once they have concluded their investigation. Please note that Henry Schein One has not been given any formal notice of a data breach or compromise. We understand the impact this cyber incident has had nationwide, and we are responding as best we can with the information that has been provided at this time.
Henry Schein One | Exan will also host a Q&A call on Tuesday, March 5 at 9:30 PST/12:30 EST to answer questions about claims processing. Click here to join the meeting
You can also email axiumclaims@henryscheinone.com or submit a Support Case in the axiUm Community for any additional questions. Thank you for your ongoing patience with us as we work to restore service.
March 1, 2024
We’ve been diligently working to find solutions for processing your claims. We know insurance payments are vital to your business and want to make sure you have the cash flow you need.
As announced on February 28, we’ve begun shifting our claims processing solution to a different clearing house, DentalXchange. We have spent the past two days testing the updated ITS Bridge utility against DentalXchange’s test servers, including testing with several clients using live data. We are happy to report these tests have been successful. We will continue testing through the weekend and greatly appreciate the clients who have agreed to help in this process.
We are working on the rollout plan to provide you the updated ITS bridge, instructions, and dedicated support to get your claims processing back online. We will provide an update over the weekend on the plan. We understand the importance of claims to your business and appreciate your patience as we attempt to restore all services.
We have also created a dedicated email to address your questions at axiumclaims@henryscheinone.com. Please reach out to this address or the axiUm Support team with your questions.
Feb 28, 2024
We’re pleased to report that we’ve begun shifting our claims processing solution to a different clearing house, DentalXchange. Our Engineering teams are currently working on an update to the ITS bridge utility, which we will make available to you as soon as possible. We are in the final stages of testing, with the goal of being able to distribute an updated ITS bridge utility to submit claims by the end of this week.
DentalXchange supports attachments using Vyne, owners of NEA FastAttach. We are working to confirm attachment functionality with axiUm, Vyne, and DentalXchange.
DentalXchange’s list of supported payors is available at the bottom of this page: https://henryscheinone.com/support/claims-notice. Medical claims are not currently supported.
In the meantime, if you’d like to manually submit claims through payors website, we recommend starting with your top 3 payors. We’ve prepared the following resources to assist with identifying the top payors and the process for generating claim files to submit through their sites:
Videos
We are actively working on solutions for medical claims, eligibilities, ERAs and patient statements, and will let you know when we have more information.
For updates on the status of Change Healthcare’s cyber incident, please refer to:
- https://status.changehealthcare.com/incidents/hqpjz25fn3n7
- https://henryscheinone.com/support/claims-notice (FAQ section)
If you have any questions, please submit a Support Case through the axium Community at https://exan.my.site.com/axium/s/. Our Support team is prepared to assist you.
Thank you for your patience as we work to restore this functionality as quickly as possible.
