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Henry Schein One Ensures Smooth Claims Processing Transition for Customers in Response to Change Healthcare Cyber Incident

Posted on Tuesday, February 27, 2024

Henry Schein One today announced that it has established alternative approaches to processing customers’ insurance claims in response to the recent cyber incident affecting a third-party vendor, Change Healthcare, one of the nation’s leading clearinghouse companies for processing claims. Importantly, no Henry Schein One systems have been compromised as a result of this incident.

The recent Change Healthcare incident led to a temporary suspension of claims feeds across U.S. medical and dental practices, including those sent to Change Healthcare by Henry Schein One. Nevertheless, within 48 hours of learning about the incident, Henry Schein One began processing claims with a new clearinghouse, helping support its customers’ revenue streams.

"Our customers are the heart and soul of everything we do at Henry Schein One. We deeply respect the tireless efforts they pour into their practices, especially when faced with unexpected hurdles," said Christine King, Executive Co-Chair, Henry Schein One Board of Directors. "In the face of recent challenges, our team has risen to the occasion to help our customers and support a smooth claims transition, while keeping our customers' needs at the forefront. This is the true essence of teamwork, and I couldn't be more pleased by their unwavering commitment."

Anticipating the needs of its customers, the Henry Schein One team has proactively offered the following to minimize inconvenience:

• Support and Business Process Continuity: implemented a plan to transition claims processing from Change Healthcare to a new clearinghouse.

• Financial Assistance: offered a short-term credit line to customers facing temporary financial strain, recognizing the importance of uninterrupted cash flow.

• Value-Added Services: provided complimentary email and text-based patient statements through the Dentrix and Dentrix Ascend platforms.

• Helpline: established a help line for processing assistance due to the incident: 888-647-2547.

The Henry Schein One team will continue to prioritize customers by providing more information and offering assistance throughout this challenging time.


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