For further updates about the Change Healthcare cybersecurity issue, please visit Change Healthcare Cyber Response.
For imaging solutions, please visit us at Change Healthcare Enterprise Imaging.
Partial System Outage
About This Site
If you are experiencing an issue not listed here, please contact Optum support. This site may not reflect status in real time, since status could be delayed.
As you may know, Change Healthcare is now combining with Optum. Throughout the brand migration process, both brand identities may be visible in our markets.
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Maintenance
Scheduled Maintenance
Clearance Single-Sign On Testing (Federated Customers) Apr 17, 2025 10:00-10:10 EDT
We are pleased to inform you that we have successfully completed testing with one of our federated customers for Guardian. Federated customers are those who manage their own login and multi-factor authentication and do not use OHID. As you may be aware, several federated customers experienced issues during the last switchover. To ensure a smooth transition, we will be contacting all our federated customers to conduct thorough testing.
What to Expect:
• Testing Phase: We will reach out to our federated customers with instructions on how to log into your test environment. This will ensure that your federation is working seamlessly with Guardian.
• Federated Clients with Clearance: Customers will be contacted to test the application via email. Resources will be made available to assist in real-time and address any issues promptly.
• Guardian Gap Analysis: A gap analysis was performed to identify any missing users or missing roles. This will help us ensure that all necessary participants are included in the testing process.
• Communication: You will receive detailed instructions and support throughout the testing process. Our team will be available to assist you with any questions or issues that may arise.
• Switchover Date: Once all federations have been successfully tested, we will provide a confirmed date for the next switchover to Guardian.
Action Required:
• Between today and next week we will be contacting those customers we need to test with. Please ensure that your team is prepared for the upcoming testing. We recommend reviewing the instructions carefully and completing the testing within the specified timeframe.
• If you have any questions or need assistance, please do not hesitate to contact our support team.
We appreciate your cooperation and look forward to a successful switchover. Thank you for your continued partnership.
REF 17303088
Posted on Apr 17, 2025 - 09:52 EDT
What to Expect:
• Testing Phase: We will reach out to our federated customers with instructions on how to log into your test environment. This will ensure that your federation is working seamlessly with Guardian.
• Federated Clients with Clearance: Customers will be contacted to test the application via email. Resources will be made available to assist in real-time and address any issues promptly.
• Guardian Gap Analysis: A gap analysis was performed to identify any missing users or missing roles. This will help us ensure that all necessary participants are included in the testing process.
• Communication: You will receive detailed instructions and support throughout the testing process. Our team will be available to assist you with any questions or issues that may arise.
• Switchover Date: Once all federations have been successfully tested, we will provide a confirmed date for the next switchover to Guardian.
Action Required:
• Between today and next week we will be contacting those customers we need to test with. Please ensure that your team is prepared for the upcoming testing. We recommend reviewing the instructions carefully and completing the testing within the specified timeframe.
• If you have any questions or need assistance, please do not hesitate to contact our support team.
We appreciate your cooperation and look forward to a successful switchover. Thank you for your continued partnership.
REF 17303088
Posted on Apr 17, 2025 - 09:52 EDT
Ahi Qa/Ahi Lobby Single-Sign On Testing (Federated Customers) Apr 17, 2025 10:00-10:10 EDT
We are pleased to inform you that we have successfully completed testing with one of our federated customers for Guardian. Federated customers are those who manage their own login and multi-factor authentication and do not use OHID. As you may be aware, several federated customers experienced issues during the last switchover. To ensure a smooth transition, we will be contacting all our federated customers to conduct thorough testing.
What to Expect:
-Testing Phase: We will reach out to you with instructions on how to log into your test environment. This will ensure that your federation is working seamlessly with Guardian.
-Federated Clients with AhiQA: Federated clients using AhiQA will be contacted to test the application during a Teams call. This will allow us to provide real-time support and address any issues promptly.
-Gap Analysis: A gap analysis was performed to identify any missing users or missing roles. This will help us ensure that all necessary participants are included in the testing process.
-Communication: You will receive detailed instructions and support throughout the testing process. Our team will be available to assist you with any questions or issues that may arise.
-Switchover Date: Once all federations have been successfully tested, we will provide a confirmed date for the next switchover.
Action Required:
-Please ensure that your team is prepared for the upcoming testing. We recommend reviewing the instructions carefully and completing the testing within the specified timeframe.
-If you have any questions or need assistance, please do not hesitate to contact our support team.
We appreciate your cooperation and look forward to a successful switchover to Guardian. Thank you for your continued partnership.
REF 17303608
Posted on Apr 17, 2025 - 09:59 EDT
What to Expect:
-Testing Phase: We will reach out to you with instructions on how to log into your test environment. This will ensure that your federation is working seamlessly with Guardian.
-Federated Clients with AhiQA: Federated clients using AhiQA will be contacted to test the application during a Teams call. This will allow us to provide real-time support and address any issues promptly.
-Gap Analysis: A gap analysis was performed to identify any missing users or missing roles. This will help us ensure that all necessary participants are included in the testing process.
-Communication: You will receive detailed instructions and support throughout the testing process. Our team will be available to assist you with any questions or issues that may arise.
-Switchover Date: Once all federations have been successfully tested, we will provide a confirmed date for the next switchover.
Action Required:
-Please ensure that your team is prepared for the upcoming testing. We recommend reviewing the instructions carefully and completing the testing within the specified timeframe.
-If you have any questions or need assistance, please do not hesitate to contact our support team.
We appreciate your cooperation and look forward to a successful switchover to Guardian. Thank you for your continued partnership.
REF 17303608
Posted on Apr 17, 2025 - 09:59 EDT
InterQual® Cloud Solutions Software Release Apr 24, 2025 23:00-23:10 EDT
This message is intended for InterQual® Cloud Solutions customers.
We are pleased to announce the release of the InterQual® Cloud solutions version 421 to non-production (integ). This release includes the following updates:
• Additional rebranding changes including logos, fonts, buttons, and dropdown menus.
• Resolved an issue where the Version dropdown defaulted to the latest available version instead of the latest client-enabled version during searches.
• Additional enhancements and details are listed on the InterQual® Community What’s New page and the InterQual® Resource Center What’s New page.
This release will be deployed to the non-production environment Thursday, April 24, 2025, 11:00 p.m. ET.
Please note that the InterQual® Resource Center is being retired. Register now for the InterQual Community to stay connected and informed, and to ensure you don’t lose access to vital documentation and resources.
Contact Information
For additional information or assistance, sign in to the Customer Care Hub and submit a new case to Product Support.
REF 17367558
Posted on Apr 22, 2025 - 14:12 EDT
We are pleased to announce the release of the InterQual® Cloud solutions version 421 to non-production (integ). This release includes the following updates:
• Additional rebranding changes including logos, fonts, buttons, and dropdown menus.
• Resolved an issue where the Version dropdown defaulted to the latest available version instead of the latest client-enabled version during searches.
• Additional enhancements and details are listed on the InterQual® Community What’s New page and the InterQual® Resource Center What’s New page.
This release will be deployed to the non-production environment Thursday, April 24, 2025, 11:00 p.m. ET.
Please note that the InterQual® Resource Center is being retired. Register now for the InterQual Community to stay connected and informed, and to ensure you don’t lose access to vital documentation and resources.
Contact Information
For additional information or assistance, sign in to the Customer Care Hub and submit a new case to Product Support.
REF 17367558
Posted on Apr 22, 2025 - 14:12 EDT
Reminder: Clinical Exchange Release April 29, 2025 Apr 29, 2025 22:00-23:00 EDT
This message is intended for Clinical Exchange customers.
Clinical Exchange Enhancements are scheduled for deployment April 29, 2025, 9:00 p.m. CT. The release is expected to take no more than three hours. During this window, attempts to log into the website or use the product features may be disrupted. Please review this document for more information.
This release includes a rebranding of the Clinical Exchange Product which includes changes to some colors, button shapes and shading but the functionality remains unchanged. Screenshots are included in the attached document for review.
We recommend that you sign into the certification environment to test integrations before every release and report any issues to the Clinical Exchange support center.
Release window:
Begin: April 29, 2025, 9:00 p.m. CT
End: April 29, 2025, 11:59 p.m. CT
If you have any questions or concerns before or after the maintenance window, please contact the Clinical Exchange support center. We strive to continuously improve our Clinical Exchange services for improved operational efficiencies and reduced administrative costs.
Rebranding of Clinical Exchange:
• New colors, button styles and shading have been applied throughout the application.
• Required fields are defined by a red asterisk instead of blue.
• DUR warning icons have a new look and display as follows:
• Red Square for Severe warnings.
• Yellow Triangle for Moderate warnings.
• Green Circle for Mild Warnings
• Bug: Less than sign < in a test name was preventing the PDF requestions from displaying properly.
• Bug: Invalid date format was being sent in the observation segment (height and weight) of a prescription.
• UI: Automated linking of a One Healthcare ID (OHID) user to a Clinical Exchange user will occur when the email provided to Clinical Exchange matches the email used to create the new One Healthcare ID account.
No changes have been made to the functionality of Clinical Exchange. Vendor Themes will remain intact and unaffected apart from the red asterisk on required fields and some shading when selecting a row from a grid.
REF 17297308
Posted on Apr 17, 2025 - 13:42 EDT
Clinical Exchange Enhancements are scheduled for deployment April 29, 2025, 9:00 p.m. CT. The release is expected to take no more than three hours. During this window, attempts to log into the website or use the product features may be disrupted. Please review this document for more information.
This release includes a rebranding of the Clinical Exchange Product which includes changes to some colors, button shapes and shading but the functionality remains unchanged. Screenshots are included in the attached document for review.
We recommend that you sign into the certification environment to test integrations before every release and report any issues to the Clinical Exchange support center.
Release window:
Begin: April 29, 2025, 9:00 p.m. CT
End: April 29, 2025, 11:59 p.m. CT
If you have any questions or concerns before or after the maintenance window, please contact the Clinical Exchange support center. We strive to continuously improve our Clinical Exchange services for improved operational efficiencies and reduced administrative costs.
Rebranding of Clinical Exchange:
• New colors, button styles and shading have been applied throughout the application.
• Required fields are defined by a red asterisk instead of blue.
• DUR warning icons have a new look and display as follows:
• Red Square for Severe warnings.
• Yellow Triangle for Moderate warnings.
• Green Circle for Mild Warnings
• Bug: Less than sign < in a test name was preventing the PDF requestions from displaying properly.
• Bug: Invalid date format was being sent in the observation segment (height and weight) of a prescription.
• UI: Automated linking of a One Healthcare ID (OHID) user to a Clinical Exchange user will occur when the email provided to Clinical Exchange matches the email used to create the new One Healthcare ID account.
No changes have been made to the functionality of Clinical Exchange. Vendor Themes will remain intact and unaffected apart from the red asterisk on required fields and some shading when selecting a row from a grid.
REF 17297308
Posted on Apr 17, 2025 - 13:42 EDT
InterQual® 2025 May content release May 2, 2025 09:45-09:55 EDT
This communication is intended for InterQual® Cloud Solutions customers.
We are pleased to announce that the InterQual 2025 May content release is now available for InterQual® Cloud Solution customers.
This content release includes updates to the following modules:
• InterQual® Subacute and Skilled Nursing Criteria
• Medicare Behavioral Health Navigator
• Medicare Imaging Navigator
• Medicare Molecular Diagnostics and Lab Navigator
• Medicare Pharmacy Navigator
• Medicare Post-Acute and Durable Medical Equipment Navigator
• Medicare Procedures Navigator
For clinical revisions and additional details about this release, go to the What’s New page on InterQual® Community, select InterQual Content Releases, and then Learn more. See the section below for more information on InterQual Community.
InterQual® Cloud Solutions updates
If your organization has configured your environment to disable new criteria releases by default, you will need to log in to the Administration module and enable the criteria when you are ready to start using it.
InterQual® Community
The InterQual® Resource Center is being retired as of June 1, 2025. Register now for the InterQual Community to stay connected and informed, and to ensure you don’t lose access to vital documentation and resources.
As a Community member you will
• Have access to InterQual clinical documentation and resources.
• Have access to active discussion forums with Optum product experts and fellow customers.
• Find and connect with your peers by product and role.
You should have already received an email from donotreply@optum.com with the subject line “Complete Your Registration to Access Optum Enterprise Customer Community." This email will include your unique registration link. Click the link to complete your setup using your One Healthcare ID (OHID). Note: the unique registration link will be active for a limited time, so please access the link to complete registration immediately upon receipt.
If you do not receive a unique registration link, or if it has expired, you can self-register by following the directions posted here.
Don’t have an OHID yet?
No problem! You can create one now at One Healthcare ID or follow the instructions in the registration invitation.
Contact information
For any additional information or assistance, log in to the Customer Care Hub and submit a new case to Product Support. Product Support is also available by email at interqualsupport@optum.com and by phone at 1-800-CRITERIA (274-8374).
REF 17501760
Posted on May 02, 2025 - 09:35 EDT
We are pleased to announce that the InterQual 2025 May content release is now available for InterQual® Cloud Solution customers.
This content release includes updates to the following modules:
• InterQual® Subacute and Skilled Nursing Criteria
• Medicare Behavioral Health Navigator
• Medicare Imaging Navigator
• Medicare Molecular Diagnostics and Lab Navigator
• Medicare Pharmacy Navigator
• Medicare Post-Acute and Durable Medical Equipment Navigator
• Medicare Procedures Navigator
For clinical revisions and additional details about this release, go to the What’s New page on InterQual® Community, select InterQual Content Releases, and then Learn more. See the section below for more information on InterQual Community.
InterQual® Cloud Solutions updates
If your organization has configured your environment to disable new criteria releases by default, you will need to log in to the Administration module and enable the criteria when you are ready to start using it.
InterQual® Community
The InterQual® Resource Center is being retired as of June 1, 2025. Register now for the InterQual Community to stay connected and informed, and to ensure you don’t lose access to vital documentation and resources.
As a Community member you will
• Have access to InterQual clinical documentation and resources.
• Have access to active discussion forums with Optum product experts and fellow customers.
• Find and connect with your peers by product and role.
You should have already received an email from donotreply@optum.com with the subject line “Complete Your Registration to Access Optum Enterprise Customer Community." This email will include your unique registration link. Click the link to complete your setup using your One Healthcare ID (OHID). Note: the unique registration link will be active for a limited time, so please access the link to complete registration immediately upon receipt.
If you do not receive a unique registration link, or if it has expired, you can self-register by following the directions posted here.
Don’t have an OHID yet?
No problem! You can create one now at One Healthcare ID or follow the instructions in the registration invitation.
Contact information
For any additional information or assistance, log in to the Customer Care Hub and submit a new case to Product Support. Product Support is also available by email at interqualsupport@optum.com and by phone at 1-800-CRITERIA (274-8374).
REF 17501760
Posted on May 02, 2025 - 09:35 EDT
Reminder: Migration to New User Management Application (Guardian) - May 8, 2025 May 8, 2025 19:00-19:10 EDT
We are ready to migrate from our current user management application CIAM to a more robust system called Guardian. We thank you for your patience with this migration as we worked with a few customers on their specific challenges.
Key Details:
• Migration Date: May 8, 2025, 7:00 p.m. ET.
• Downtime: We anticipate minimal downtime during the migration process as it will occur during the evening. Users already logged in will not be impacted.
Action Required:
• All of your users will be securely transferred to the new system. However, we recommend that you log into Guardian after migration to familiarize yourself with the new interface.
• We recommend that you do not add users in CIAM on migration day to avoid needing to add the user into Guardian as well.
What to Expect:
1. Support: Our support team will be available to assist you with any questions or issues you may encounter during and after migration. You can reach us at the Customer Care Hub or at clearance.support@optum.com.
2. Training Resources: Guardian User Management Guide. Will require a community.optum.com account to view.
3. Guardian URL: Bookmark this page to access Guardian.
4. Adding Users in CIAM on migration day: We will disable the ability to add users in CIAM. Please go to Guardian to add users.
We appreciate your understanding and cooperation during this transition. If you have any questions or concerns, please do not hesitate to contact us at https://customercare.optum.com/public/home.html.
Thank you for your continued trust in our services.
REF 17458959
Posted on May 05, 2025 - 10:33 EDT
Key Details:
• Migration Date: May 8, 2025, 7:00 p.m. ET.
• Downtime: We anticipate minimal downtime during the migration process as it will occur during the evening. Users already logged in will not be impacted.
Action Required:
• All of your users will be securely transferred to the new system. However, we recommend that you log into Guardian after migration to familiarize yourself with the new interface.
• We recommend that you do not add users in CIAM on migration day to avoid needing to add the user into Guardian as well.
What to Expect:
1. Support: Our support team will be available to assist you with any questions or issues you may encounter during and after migration. You can reach us at the Customer Care Hub or at clearance.support@optum.com.
2. Training Resources: Guardian User Management Guide. Will require a community.optum.com account to view.
3. Guardian URL: Bookmark this page to access Guardian.
4. Adding Users in CIAM on migration day: We will disable the ability to add users in CIAM. Please go to Guardian to add users.
We appreciate your understanding and cooperation during this transition. If you have any questions or concerns, please do not hesitate to contact us at https://customercare.optum.com/public/home.html.
Thank you for your continued trust in our services.
REF 17458959
Posted on May 05, 2025 - 10:33 EDT
Revised Update: Migration to New User Management Application (Guardian) – May 8, 2025 May 8, 2025 19:00-20:00 EDT
We are ready to migrate from our current user management application CIAM to a more robust system called Guardian. We thank you for your patience with this migration as we worked with a few customers on their specific challenges.
Key Details:
• Migration Date: May 8, 2025, 7:00 p.m. ET.
• Downtime: We anticipate minimal downtime during the migration process as it will occur during the evening. Users already logged in will not be impacted.
Action Required:
• All of your users will be securely transferred to the new system. However, we recommend that you log into Guardian after migration to familiarize yourself with the new interface.
• We recommend that you do not add users in CIAM on migration day to avoid needing to add the user into Guardian as well.
What to Expect:
1. Support: Our support team will be available to assist you with any questions or issues you may encounter during and after migration. You can reach us at the Customer Care Hub or at clearance.support@optum.com.
2. Training Resources: Guardian User Management Guide. Will require a community.optum.com account to view.
3. Guardian URL: Bookmark this page to access Guardian.
4. Adding Users in CIAM on migration day: We will disable the ability to add users in CIAM. Please go to Guardian to add users.
5. Assurance Users: If you or your users login to Assurance you will need to either open Clearance or Ahi Qa in a different browser or open an Incognito browser (Chrome) or InPrivate Window (Edge).
We appreciate your understanding and cooperation during this transition. If you have any questions or concerns, please do not hesitate to contact us at https://customercare.optum.com/public/home.html.
Thank you for your continued trust in our services.
REF 17458959
Posted on May 05, 2025 - 15:21 EDT
Key Details:
• Migration Date: May 8, 2025, 7:00 p.m. ET.
• Downtime: We anticipate minimal downtime during the migration process as it will occur during the evening. Users already logged in will not be impacted.
Action Required:
• All of your users will be securely transferred to the new system. However, we recommend that you log into Guardian after migration to familiarize yourself with the new interface.
• We recommend that you do not add users in CIAM on migration day to avoid needing to add the user into Guardian as well.
What to Expect:
1. Support: Our support team will be available to assist you with any questions or issues you may encounter during and after migration. You can reach us at the Customer Care Hub or at clearance.support@optum.com.
2. Training Resources: Guardian User Management Guide. Will require a community.optum.com account to view.
3. Guardian URL: Bookmark this page to access Guardian.
4. Adding Users in CIAM on migration day: We will disable the ability to add users in CIAM. Please go to Guardian to add users.
5. Assurance Users: If you or your users login to Assurance you will need to either open Clearance or Ahi Qa in a different browser or open an Incognito browser (Chrome) or InPrivate Window (Edge).
We appreciate your understanding and cooperation during this transition. If you have any questions or concerns, please do not hesitate to contact us at https://customercare.optum.com/public/home.html.
Thank you for your continued trust in our services.
REF 17458959
Posted on May 05, 2025 - 15:21 EDT
InterQual® Cloud Solutions Software Release May 8, 2025 23:00-23:10 EDT
This message is intended for InterQual® Cloud Solutions customers.
We are pleased to announce the release of the InterQual® Cloud solutions version 421 to production and version 422 to non-production (integ). These releases will be deployed Thursday, May 8, 2025, 11:00 p.m. ET and include the following updates:
• Reordered the code tabs displayed on the Recommendations screen to display CPT® codes first.
• Updated several Concert Genetics Navigator subsets to add missing and additional codes.
• Additional enhancements and details are listed on the InterQual® Community What’s New page.
Please note that the InterQual® Resource Center is being retired June 1, 2025. Register now for the InterQual Community to stay connected and informed, and to ensure you don’t lose access to vital documentation and resources.
Contact Information
For additional information or assistance, sign in to the Customer Care Hub and submit a new case to Product Support.
REF 17540211
Posted on May 06, 2025 - 12:10 EDT
We are pleased to announce the release of the InterQual® Cloud solutions version 421 to production and version 422 to non-production (integ). These releases will be deployed Thursday, May 8, 2025, 11:00 p.m. ET and include the following updates:
• Reordered the code tabs displayed on the Recommendations screen to display CPT® codes first.
• Updated several Concert Genetics Navigator subsets to add missing and additional codes.
• Additional enhancements and details are listed on the InterQual® Community What’s New page.
Please note that the InterQual® Resource Center is being retired June 1, 2025. Register now for the InterQual Community to stay connected and informed, and to ensure you don’t lose access to vital documentation and resources.
Contact Information
For additional information or assistance, sign in to the Customer Care Hub and submit a new case to Product Support.
REF 17540211
Posted on May 06, 2025 - 12:10 EDT
MedRx 835 EOB Update May 12, 2025 00:00-00:10 EDT
This notification is intended for MedRx customers.
Please be advised of two upcoming changes to MedRx 835 delivery processes:
First, MedRx is making a change to the 835 delivered file naming convention to include a unique identifier (see examples below). This change will begin Monday, May 12, 2025.
Plan Type
Med B Vaccine Plans
Old Naming Convention Example
835.AKb.20250109.202501090703027898
New Naming Convention Example
835.AKb.20250109.20250109070302789823011186
Plan Type
Med B DME Plans
Old Naming Convention Example
835.A.20250103.202501030402292792
New Naming Convention Example
835.A.20250103.20250103040229279223011273
Plan Type
Medicaid Plans
Old Naming Convention Example
835.AL.20250106.202501061202290306
New Naming Convention Example
835.AL.20250106.20250106120229030623005507
Plan Type
Private Payor/Commercial Insurance Plans
Old Naming Convention Example
835.20250102.COM03432.202501022101300008
New Naming Convention Example
835.20250102.COM03432.20250102210130000823003477
Additionally, in the near future, the structure of 835 files delivered to MedRx clients will change. Since February 21, 2024, MedRx 835 files have been delivered as one file per check. With this upcoming change, 835 files will be delivered in batches by payer with each batch potentially containing multiple checks. This change is intended to improve processing efficiency for both MedRx and client systems. We will send an update once this change is in place.
Please contact our pharmacy helpdesk at 866-379-6389 or your client executive for any questions on either change.
REF 17560458
Posted on May 07, 2025 - 17:57 EDT
Please be advised of two upcoming changes to MedRx 835 delivery processes:
First, MedRx is making a change to the 835 delivered file naming convention to include a unique identifier (see examples below). This change will begin Monday, May 12, 2025.
Plan Type
Med B Vaccine Plans
Old Naming Convention Example
835.AKb.20250109.202501090703027898
New Naming Convention Example
835.AKb.20250109.20250109070302789823011186
Plan Type
Med B DME Plans
Old Naming Convention Example
835.A.20250103.202501030402292792
New Naming Convention Example
835.A.20250103.20250103040229279223011273
Plan Type
Medicaid Plans
Old Naming Convention Example
835.AL.20250106.202501061202290306
New Naming Convention Example
835.AL.20250106.20250106120229030623005507
Plan Type
Private Payor/Commercial Insurance Plans
Old Naming Convention Example
835.20250102.COM03432.202501022101300008
New Naming Convention Example
835.20250102.COM03432.20250102210130000823003477
Additionally, in the near future, the structure of 835 files delivered to MedRx clients will change. Since February 21, 2024, MedRx 835 files have been delivered as one file per check. With this upcoming change, 835 files will be delivered in batches by payer with each batch potentially containing multiple checks. This change is intended to improve processing efficiency for both MedRx and client systems. We will send an update once this change is in place.
Please contact our pharmacy helpdesk at 866-379-6389 or your client executive for any questions on either change.
REF 17560458
Posted on May 07, 2025 - 17:57 EDT
InterQual® Review Manager Hosted Maintenance May 15, 2025 21:00 - May 16, 2025 01:00 EDT
This message is intended for InterQual® Review Manager Hosted customers.
The InterQual® Review Manager Hosted production environment will be undergoing routine maintenance during the maintenance window below:
• Start: Thursday, May 15, 2025, 9:00 p.m. ET
• End: Friday, May 16, 2025, 1:00 a.m. ET
Customers may experience intermittent downtime of 60 minutes or more during this 4-hour maintenance window.
Contact Information
For additional information or assistance, sign in to the Customer Care Hub and submit a new case to Product Support.
REF 17628185
Posted on May 13, 2025 - 14:37 EDT
The InterQual® Review Manager Hosted production environment will be undergoing routine maintenance during the maintenance window below:
• Start: Thursday, May 15, 2025, 9:00 p.m. ET
• End: Friday, May 16, 2025, 1:00 a.m. ET
Customers may experience intermittent downtime of 60 minutes or more during this 4-hour maintenance window.
Contact Information
For additional information or assistance, sign in to the Customer Care Hub and submit a new case to Product Support.
REF 17628185
Posted on May 13, 2025 - 14:37 EDT
Reminder: Clearance Patient Access Suite product update (2025.01) May 20, 2025 21:00 - May 21, 2025 01:00 EDT
This is a reminder that Optum will be performing a scheduled product update for the Clearance Patient Access Suite May 20, 2025, 8:00 p.m.-May 21, 2025, 12:00 a.m. CT (outside of the regular maintenance window).
What is included with this update?
Clearance 2025.01 features the following enhancements:
• Added client selector for multiple clients – The Clearance masthead has been modified to allow for single sign-on toggling of multiple clients when multiple clients are available for selection.
• Updated Clearance User Community URL – The Clearance User Community link has been updated to route to the current https://community.optum.com/home.
• Work Queue and Work Screen updates – Including new banners, statuses, tooltips, and an all new “Estimate” panel.
• Modified “Bill Estimate” icon launch behavior – The “Bill Estimate” icon has slightly new behavior with this release. Now, if the icon has a green checkmark on it (completed status), it launches the new Work Screen Estimate panel. If it does not have the green checkmark on it (all other statuses), Finthrive launches just as it did prior to this release.
• Subscriber now defaults to self in Patient Viewer – The patient relationship now displays as “Self” when the 271 eligibility response does not contain the INS*Y or INS*N segments. This enhancement ensures that the relationship field is always populated and not left open to possible misinterpretation.
• Error added for invalid Realtime Eligibility entry – With this release, users of Realtime Eligibility will see an error when invalid information is entered on the Realtime screen. This enhancement will make it possible to make corrections prior to submission and ensure a valid response from the payer.
• Added ability to tie multiple IDs to one profile – The ability to associate multiple HIS user IDs to a single user profile has been added to Admin. This update eliminates the need to create multiple user profiles instead.
What do you need to do?
• Read the Release Notes (also available in the product after the update).
• Inform your team that these changes are on the way!
Posted on May 15, 2025 - 12:43 EDT
What is included with this update?
Clearance 2025.01 features the following enhancements:
• Added client selector for multiple clients – The Clearance masthead has been modified to allow for single sign-on toggling of multiple clients when multiple clients are available for selection.
• Updated Clearance User Community URL – The Clearance User Community link has been updated to route to the current https://community.optum.com/home.
• Work Queue and Work Screen updates – Including new banners, statuses, tooltips, and an all new “Estimate” panel.
• Modified “Bill Estimate” icon launch behavior – The “Bill Estimate” icon has slightly new behavior with this release. Now, if the icon has a green checkmark on it (completed status), it launches the new Work Screen Estimate panel. If it does not have the green checkmark on it (all other statuses), Finthrive launches just as it did prior to this release.
• Subscriber now defaults to self in Patient Viewer – The patient relationship now displays as “Self” when the 271 eligibility response does not contain the INS*Y or INS*N segments. This enhancement ensures that the relationship field is always populated and not left open to possible misinterpretation.
• Error added for invalid Realtime Eligibility entry – With this release, users of Realtime Eligibility will see an error when invalid information is entered on the Realtime screen. This enhancement will make it possible to make corrections prior to submission and ensure a valid response from the payer.
• Added ability to tie multiple IDs to one profile – The ability to associate multiple HIS user IDs to a single user profile has been added to Admin. This update eliminates the need to create multiple user profiles instead.
What do you need to do?
• Read the Release Notes (also available in the product after the update).
• Inform your team that these changes are on the way!
Posted on May 15, 2025 - 12:43 EDT
Reminder: Ahi QA/Ahi Lobby™ Product Update (2025.01) May 20, 2025 21:00 - May 21, 2025 01:00 EDT
This is a reminder that Optum will be performing a scheduled product update for Ahi QA and Ahi Lobby May 20, 2025, 8:00 p.m.-May 21, 2025, 12:00 a.m. CT (outside of the regular maintenance window).
What’s included with this release?
This is a maintenance release that addresses service orders and additional bug fixes.
What do you need to do?
• Read the Ahi QA/Lobby 2025.01 Client Release Notes.
• Inform your team that these changes are on the way!
REF 17655073
Posted on May 15, 2025 - 12:28 EDT
What’s included with this release?
This is a maintenance release that addresses service orders and additional bug fixes.
What do you need to do?
• Read the Ahi QA/Lobby 2025.01 Client Release Notes.
• Inform your team that these changes are on the way!
REF 17655073
Posted on May 15, 2025 - 12:28 EDT
Clinical Exchange System Maintenance May 20, 2025 May 20, 2025 22:00 - May 21, 2025 01:00 EDT
Optum will administer system maintenance impacting normal Clinical Exchange services according to the maintenance schedule below:
Maintenance Schedule:
Begin: May 20, 2025, 10:00 p.m. ET
End: May 21, 2025, 12:59 a.m. ET
(Duration of 3 hours)
Action Required:
Please be aware the Clinical Exchange product may be unavailable for brief periods during maintenance.
REF 17347560
Posted on May 06, 2025 - 09:49 EDT
Maintenance Schedule:
Begin: May 20, 2025, 10:00 p.m. ET
End: May 21, 2025, 12:59 a.m. ET
(Duration of 3 hours)
Action Required:
Please be aware the Clinical Exchange product may be unavailable for brief periods during maintenance.
REF 17347560
Posted on May 06, 2025 - 09:49 EDT
Updates required for Epic InterQual® integrations (office hours) Jun 11, 2025 13:00-14:00 EDT
The InterQual integration with Epic has been updated to enable required security enhancements and migration towards industry standard public APIs. All customers accessing InterQual through an integration with Epic must take action to update your integration before Aug. 1, 2025.
Join us during any of the following office hours sessions to plan and complete your upgrade:
• Wednesday, May 14, 1:00-2:00 p.m. ET: Register
• Wednesday, May 21, 1:00-2:00 p.m. ET: Register
• Wednesday, May 28, 1:00-2:00 p.m. ET: Register
• Wednesday, June 4, 1:00-2:00 p.m. ET: Register
• Wednesday, June 11, 1:00-2:00 p.m. ET: Register
Support resources will be available during these sessions to answer any questions, assist with update steps, and help troubleshoot any issues you may encounter.
Additional details
• Detailed instructions and a recording of the April 24 webinar discussing this update can be found on the InterQual Community.
• If you do not have access to InterQual Community yet, you can register now to stay connected and informed.
• If your organization has already completed this InterQual integration update, no further action is required. You can disregard this message.
• If your organization does not access InterQual through an integration with Epic, no action is required. You can disregard this message.
Contact Information
For additional information or assistance, log in to the Customer Care Hub and submit a new case to Product Support.
REF 17593358
Posted on May 09, 2025 - 14:47 EDT
Join us during any of the following office hours sessions to plan and complete your upgrade:
• Wednesday, May 14, 1:00-2:00 p.m. ET: Register
• Wednesday, May 21, 1:00-2:00 p.m. ET: Register
• Wednesday, May 28, 1:00-2:00 p.m. ET: Register
• Wednesday, June 4, 1:00-2:00 p.m. ET: Register
• Wednesday, June 11, 1:00-2:00 p.m. ET: Register
Support resources will be available during these sessions to answer any questions, assist with update steps, and help troubleshoot any issues you may encounter.
Additional details
• Detailed instructions and a recording of the April 24 webinar discussing this update can be found on the InterQual Community.
• If you do not have access to InterQual Community yet, you can register now to stay connected and informed.
• If your organization has already completed this InterQual integration update, no further action is required. You can disregard this message.
• If your organization does not access InterQual through an integration with Epic, no action is required. You can disregard this message.
Contact Information
For additional information or assistance, log in to the Customer Care Hub and submit a new case to Product Support.
REF 17593358
Posted on May 09, 2025 - 14:47 EDT
Postage Rate Update Jul 13, 2025 00:00-00:10 EDT
Dear Valued Customer,
In September 2021, the USPS® announced that beginning in 2023, rate adjustments will occur twice a year, in January and in July.
In accordance with this schedule, please note the following USPS rates that take effect July 13, 2025, pending approval from the Postal Regulatory Commission:
Current Rate
Stamped Single-Piece $0.730
MAADC Automation $0.622
AADC Automation $0.593
5-Digit Automation $0.545
New Rate
Effective July 13, 2025
(Pending Approval)
Stamped Single-Piece $0.780
MAADC Automation $0.672
AADC Automation $0.641
5-Digit Automation $0.593
Optum continues to pursue postage optimization strategies and anticipates sharing information on future savings shortly. In the meantime, we want to be transparent about USPS’ planned rate increases in general to help you plan your budgets.
Digital channels can help counter rising print costs
Optum continues to explore digital communication channels to help eliminate postage and material costs altogether. If you are interested in digital communication solutions, please reach out to your Relationship Manager for additional details.
We appreciate your business and continue to strive for excellence serving you. Please contact us with questions or concerns.
Thank you for your attention,
Optum
REF 17424017
Posted on May 05, 2025 - 10:30 EDT
In September 2021, the USPS® announced that beginning in 2023, rate adjustments will occur twice a year, in January and in July.
In accordance with this schedule, please note the following USPS rates that take effect July 13, 2025, pending approval from the Postal Regulatory Commission:
Current Rate
Stamped Single-Piece $0.730
MAADC Automation $0.622
AADC Automation $0.593
5-Digit Automation $0.545
New Rate
Effective July 13, 2025
(Pending Approval)
Stamped Single-Piece $0.780
MAADC Automation $0.672
AADC Automation $0.641
5-Digit Automation $0.593
Optum continues to pursue postage optimization strategies and anticipates sharing information on future savings shortly. In the meantime, we want to be transparent about USPS’ planned rate increases in general to help you plan your budgets.
Digital channels can help counter rising print costs
Optum continues to explore digital communication channels to help eliminate postage and material costs altogether. If you are interested in digital communication solutions, please reach out to your Relationship Manager for additional details.
We appreciate your business and continue to strive for excellence serving you. Please contact us with questions or concerns.
Thank you for your attention,
Optum
REF 17424017
Posted on May 05, 2025 - 10:30 EDT