Expert Advice for Practices Impacted by the RCM Outage

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Denticon users appreciate our integration with DentalXChange for eligibility verification and digital claim processing, which protected them from the February 22, 2024 RCM outage.

Thousands of practices were not so fortunate.

If your practice was affected, watch this brief video featuring insurance expert Teresa Duncan and DentalXChange CEO Paul Kaiser to discover what steps your practice may need to take to be able to process claims and collect payment.

The recent Change Healthcare cyberattack has sent shockwaves through the dental industry, leaving thousands of practices scrambling to manage their insurance claims and maintain operations. With dental practices deeply integrated into digital infrastructures for managing claims, payments, and patient data, this breach underscores the vulnerability of the sector to cyber threats. In this blog post, we delve into how dental practices are navigating these challenging times, drawing insights from a conversation with industry experts Teresa Duncan, a dental insurance guru, and Paul Kaiser, CEO of Dental Exchange.

The cyberattack on Change Healthcare has had profound implications for dental practices, disrupting their daily routines and financial workflows. Dental practices rely heavily on timely insurance claim processing and reimbursements to sustain their operations. The breach has halted this process, creating a backlog of claims and uncertainty about cash flow.

Teresa Duncan highlighted the immediate reaction of her clients to the breach, describing an inbox flooded with concerns about disrupted routines and the urgent need for solutions. Dental practices are seeking guidance on managing the aftermath, from handling delayed claims to maintaining patient trust.

Paul Kiser shared his perspective from the clearinghouse side, emphasizing the industry-wide mobilization to address the crisis. His company, Dental Exchange, has experienced an unprecedented surge in demand as practices seek alternative channels to process their claims. The swift adaptation and collaborative efforts across the industry are pivotal in restoring operations and mitigating the impact on practices.

Practical Advice for Practices: The discussion provided valuable advice for dental practices grappling with the breach’s fallout:

1. Stay Informed and Verify Information: Amidst a flood of information and rumors, it’s crucial for practices to rely on verified sources for updates and guidance. Engaging with reputable industry groups, following trusted experts on social media, and regularly checking updates from software providers and clearinghouses can provide clarity and direction.
2. Explore Alternative Claim Processing Channels: With traditional pathways disrupted, practices should explore alternative methods to submit their claims, whether through other clearinghouses, direct submission portals of insurance companies, or even reverting to paper claims as a last resort.
3. Maintain Open Communication with Patients: Transparency is key in maintaining patient trust during this period. Practices should communicate proactively about any potential delays or issues, reassuring patients that their data and care remain top priorities.
4. Plan for Financial Contingencies: The breach underscores the need for robust financial planning to weather such storms. Practices should consider establishing emergency funds, exploring credit options, or adjusting their budgeting strategies to manage through unexpected financial challenges.
5. Reinforce Cybersecurity Measures: This incident serves as a stark reminder of the importance of cybersecurity. Practices should reassess their security protocols, invest in employee training, and consider engaging cybersecurity experts to fortify their defenses.

The Change Healthcare cyberattack is a wake-up call for the dental industry, highlighting the critical importance of cybersecurity and the need for robust contingency planning. By sharing knowledge, adopting flexible solutions, and maintaining a focus on patient care, the dental community can navigate these turbulent times and emerge more resilient. As the industry bands together to address these immediate challenges, the lessons learned will undoubtedly shape a stronger, more secure future for dental practices.

For more information and resources on managing your practice in the wake of the cyberattack, visit Odyssey Management and Dental Exchange.

To learn how Denticon integrates with DentalXChange to simplify RCM, schedule a time with a technology solution expert.

For more information, please visit Group Dentistry Now to read our article, “Creative Ways DSOS Are Solving the RCM Challenge.”