Remediate Attachment Transaction Issues

Attachment formatting

Sometimes, attachment formatting may be wrong (for example, attempting to send an encapsulated Postscript file as an image attachment, or a Word document). Images and documents may be encoded improperly and have extra metadata attached to them (that information can often be removed by opening the document's Properties dialog). In these cases, the clearinghouse cannot process them and as a result, you will get a Rejected by CHC. (You will only receive this by using this API — the clearinghouse does not support push notifications.) You should correct the issues yourself, because the clearinghouse cannot fix issues in your attachment files.

File formats supported by Batch medical attachments

Our Attachments Submission API supports the following formats for 275 attachments: JPG, TIF, TIFF, PDF, JPEG, and PNG. Payers provide varying support for these formats. Consult your Optum representative to determine which formats your payers can work with.

Our attachment solution includes workers’ compensation attachments and medical attachments. Any receiver who does not support electronic attachments will receive the documentation through fax or mail.

File sizes

The Change Healthcare clearinghouse flags files of an excessive size. In these cases, you should convert the attachment file to a smaller format or, if possible, reduce the page count of the attachment to contain only the relevant information.

Search does not turn up a record

Even when you correctly construct your search, you might receive the following result:


The result is an empty array. This is RESTful API's way of telling you that no result matches the search criteria. It could, for example, describe a "patient not found" situation. Try adding other fields to the search, and check their search criteria for data entry errors.

Rejections when a file is known good

If you receive rejections of attachments when the format is good and the file size is acceptable, remove any metadata associated with the file. You can usually edit and remove this information in the file's Properties window.


Properties Window

Fax and mail issues

The majority of Attachment failed to Mail or Attachment failed to Fax responses to sent attachments are the result of incorrect formats for files or an attachment that is too large to conveniently mail or fax. Some claims require a substantial amount of information that cannot be reduced for transmission; in these cases, break up the largest attachment files into several smaller ones. Ensure that every document or image is in the correct formats to be accepted by our clearinghouse and that are acceptable to the payer.

Finally, check the request body for missing required JSON attributes. Use our Attachments Submission contents topic to check the details.

See StatusCode responses for more information.