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.

Identified - Clinical Exchange is experiencing delays with SFTP connected customers. Please note that this includes Lab orders and results. Messages are being delivered, but there is a potential delay of 1-2 hours for message delivery.

REF 829464

Dec 03, 2024 - 15:30 EST

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.

Tell us how we're doing.

Change Healthcare Enterprise ? Operational
Clinical Decision Support Major Outage
CareSelect® ? Operational
InterQual® AutoReview Operational
InterQual® Cloud Solutions ? Operational
InterQual® Coordinated Care ? Operational
InterQual® Criteria Operational
InterQual® Customize ? Operational
InterQual® Review Manager – Hosted ? Operational
InterQual® Review Manager – Installed Operational
Patient Education Operational
InterQual® Government Services Major Outage
Clinical Network Degraded Performance
Clinical Exchange Channel Partners including ePrescribe and Orders & Results ? Operational
Clinical Exchange Labs and Hospitals Degraded Performance
CommonWell ? Operational
Cost Transparency Major Outage
Predictive Engagement ? Major Outage
Provider Directory ? Major Outage
Customer Portals Operational
Client Access System ? Operational
ConnectCenter ? Operational
Customer Care Hub Operational
Download Connect Operational
Enrollment Central Operational
Dental Network Major Outage
Dental Claim Attachments ? Partial Outage
Dental Converge ? Major Outage
Dental Credentialing Manager ? Major Outage
Dental EDI Network ? Partial Outage
Dental Practice Analytic Insights ? Major Outage
Dental Revenue Cycle Insights ? Major Outage
Government Eligibility, Enrollment & Member Engagement Major Outage
Enrollment Advocate (Dual Enrollment, Advocate & Recert Complete, My Advocate, Part D Complete & Community Advocate, SSI Enrollment Advocate) Partial Outage
Smart Connect, Smart Appointment Scheduling, & Clinical Care Visits ? Major Outage
Medical Network Services (eligibility, enrollment and clearinghouse) Major Outage
Advanced Claim Management ? Operational
Batch claims transmission ? Operational
Remittance/ERA transmission ? Operational
Real-time eligibility transactions ? Operational
Hosted Payer Services (HPS) Operational
Medical claim attachments ? Operational
Payer Connectivity Services ? Operational
Revenue Analytics Major Outage
Medical Network APIs Major Outage
Claims Responses and Reports API ? Operational
Claims Status API ? Operational
Eligibility API ? Operational
Institutional Claims API ? Operational
Payer Finder website and API ? Major Outage
Professional Claims API ? Operational
Medical Record Retrieval & Clinical Review Operational
Clinical Abstraction ? Operational
Medical Record Retrieval ? Operational
Patient Engagement & Experience Major Outage
Shop Book and Pay ? Major Outage
Virtual Front Desk ? Major Outage
Payer Communications and Payment Services Operational
Payer Enrollment Services ? Operational
Settlement Advocate ? Operational
Communications Complete - Payer ? Operational
Payment Integrity Major Outage
DRG Validation Major Outage
Hospital Bill Audit Major Outage
Hospital Billing Validation/Short Stay Bill Validation Major Outage
Pharmacy Benefits & TPA Operational
Medicaid Pharmacy Benefits Services ? Operational
Smart Commercial Pharmacy Services ? Operational
Pharmacy Solutions Operational
Absolute AR ? Operational
Converge Rx ? Operational
Enterprise Pharmacy System ? Operational
Exchange Dx ? Operational
Explore Dx ? Operational
MedRx ? Operational
MedRx Commercial Operational
MedRx Flu Operational
MedRx Medicare Operational
MedRx Medicaid Operational
Point-of-Sale Rx ? Operational
Rx Network Solutions Operational
Rx Network Solutions ePrescribing ? Operational
Rx Assist ? Operational
Rx CardFinder Services ? Operational
Rx Connect Solution ? Operational
Rx Edit ? Operational
Rx Processor Alerts Operational
Rx Secure Site Operational
Turn Rx ? Operational
Provider Communications and Payment Services Operational
Payment Automation ? Operational
SmartPay Plus for Providers Operational
Provider Network Optimization Operational
Contract Manager Operational
Provider Manager Operational
Reimbursement Manager Operational
Revenue Cycle Management Major Outage
AccuPost ? Major Outage
Acuity Revenue Cycle Analytics ? Operational
Ahi Lobby ? Operational
AhiQA ? Operational
Ambulatory Claims Manager ? Major Outage
Assurance Reimbursement Management ? Operational
Claims & Denials Advisor ? Major Outage
Claims & Denials Management Major Outage
Clearance Patient Access Suite Operational
Clearance Patient Access Suite: Advocate Operational
Clearance Patient Access Suite: Bi-directional connectivity Operational
Clearance Patient Access Suite: Estimator Operational
Clearance Patient Access Suite: HL7 Operational
Clearance Patient Access Suite: Medical Necessity Operational
Clearance Patient Access Suite: Notice of Admission Operational
Clearance Patient Access Suite: Patient ID Operational
Clearance Patient Access Suite: Prior Authorization Operational
Clearance Patient Access Suite: Propensity to Pay Operational
Clearance Patient Access Suite: qPay Operational
Clearance Patient Access Suite: Verifier Operational
Financial Clearance Services ? Partial Outage
National Payments Connector ? Degraded Performance
Patient Engagement Suite Operational
Pulse Revenue Cycle Benchmarking™ Operational
Revenue Integrity (Coding Services) ? Operational
Revenue Performance Advisor Operational
Risk Adjustment & Quality Major Outage
Compliance Reporter ? Operational
Risk View ? Operational
Risk Adjustment Coding ? Major Outage
Value-Based Care Major Outage
Business Process as a Service (BPaaS) ? Major Outage
HealthQx ? Operational
Prometheus Analytics ? Operational
Risk Manager Operational
Third-Party Administration ? Major Outage
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Scheduled Maintenance
Errata notification August 22, 2024 Aug 22, 2024 10:00-10:10 EDT
The purpose of this communication is to inform you of errors identified that could potentially affect the outcome of a review in the following InterQual® module. This corrected content will be available in the InterQual 2024 October release.

• Behavioral Health Child and Adolescent Psychiatry

For detailed information about this issue and the appropriate update, refer to the 2024 Known Issues List, located in the InterQual® Resource Center. Go to Clinical Resources, select Known Issues List, and then select 2024 Known Issues List.

Contact information
For any additional information or assistance, log in to the Customer Care Hub and submit a new case to Product Support.

REF 758600

Posted on Aug 22, 2024 - 09:58 EDT
Update - Correction: InterQual® Cloud Solutions August 23, 2024 Software Release at 11 p.m. ET

Scheduled - This message is intended for InterQual® Cloud Solutions customers.

We are pleased to announce the August 23, 2024 release of the InterQual® Cloud solutions, which includes these updates:
• Latest subset version is now automatically selected on the Subset Overview screen
• InterQual® Connect Medical Review Service API v2.2
• Enhanced display of clinical data in InterQual® AutoReview automated reviews

Visit the What’s New page on the InterQual® Resource Center to learn more about these updates for the products listed below:
• InterQual® Connect Medical Review Service
• InterQual® AutoReview
• InterQual® Anonymous Review
• InterQual® Transparency
• InterQual® Online
• InterQual® Mobile

Contact Information
For any additional information or assistance, log in to the Customer Care Hub and submit a new case to Product Support.

REF 756850

Aug 20, 2024 - 13:42 EDT
Scheduled - This message is intended for InterQual® Cloud Solutions customers.

We are pleased to announce the August 2024 release of the InterQual® Cloud solutions, which includes these updates:
• Latest subset version is now automatically selected on the Subset Overview screen
• InterQual® Connect Medical Review Service API v2.2
• Enhanced display of clinical data in InterQual® AutoReview automated reviews

Visit the What’s New page on the InterQual® Resource Center to learn more about these updates for the products listed below:

• InterQual® Connect Medical Review Service
• InterQual® AutoReview
• InterQual® Anonymous Review
• InterQual® Transparency
• InterQual® Online
• InterQual® Mobile

Contact Information For any additional information or assistance, log in to the Customer Care Hub and submit a new case to Product Support.

REF 756850 8/20/2024

Aug 23, 2024 - 23:00 EDT
We are pleased to announce that the InterQual 2024 September content release is now available for all InterQual® Cloud Solutions customers as of Friday, September 6, 2024.

This content release includes updates to the following modules:
• 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 the InterQual® Resource Center and then select InterQual Content.

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.

Contact Information
For additional information or assistance, log in to the Customer Care Hub and submit a new case to Product Support.

REF 769900

Posted on Sep 06, 2024 - 10:58 EDT
InterQual® Cloud Solutions Software Release Sep 19, 2024 20:00 - Sep 26, 2024 20:00 EDT
Update - We will be undergoing scheduled maintenance during this time.
Nov 06, 2024 - 17:14 EST
Scheduled - This message is intended for InterQual® Cloud Solutions customers.

We are pleased to announce the release of the InterQual® Cloud solutions version 407, which includes the following updates:

• Prepared support for required sign-in with One Healthcare ID (see Action Required below).
• Added LCD and NCD revision notices to the Subset Overview page for Medicare Navigator subsets.
• Additional enhancements listed on the What’s New page on the InterQual® Resource Center.

This release will be deployed to the integ (non-production) environment Thursday, Sept. 19, 2024, 8:00 p.m. ET, and to the production environment Oct. 10, 11:00 p.m. ET.

Action Required: Sign-in changes
Starting Oct. 1, 2024, signing in with One Healthcare ID will be required for all non-SSO users accessing the integ (non-prod) environment. Starting Oct. 17, signing in with One Healthcare ID will be required for some users accessing the production environment.

Visit the What’s New page on the InterQual® Resource Center to learn how to create a One Healthcare ID and link it to your InterQual account to prepare for these upcoming changes.

Contact Information
For any additional information or assistance, log in to the Customer Care Hub and submit a new case to Product Support.

REF 778950

Sep 16, 2024 - 17:09 EDT
InterQual® Review Manager Hosted Maintenance Sep 26, 2024 21:00 - Sep 27, 2024 03:00 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, Sep. 26, 2024, 9:00 p.m. ET
• End: Friday, Sep. 27, 2024, 3:00 a.m. ET

Customers will experience up to 60 minutes of downtime during this 6-hour maintenance window.

Contact Information
For any additional information or assistance, log onto the Customer Care Hub and submit a new case to Product Support.

REF 784550

Posted on Sep 25, 2024 - 12:09 EDT
InterQual® 2024 October Content Release Oct 4, 2024 09:00-09:10 EDT
We are pleased to announce that the InterQual® 2024 October content release is now available for all InterQual® Cloud Solutions customers as of Friday, October 4, 2024.

This content release includes updates to the following modules:
• InterQual® Child and Adolescent Psychiatry Criteria
• InterQual® Behavioral Health Services Criteria
• InterQual® Durable Medical Equipment Criteria
• InterQual® Imaging Criteria
• InterQual® Molecular Diagnostics Criteria
• InterQual® Procedures Criteria
• InterQual® Specialty Rx Non Oncology Criteria
• InterQual® Specialty Referral Criteria
• InterQual® Retrospective Monitoring Criteria
• The ASAM Criteria® Navigator
• 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 the InterQual® Resource Center and then select InterQual Content.

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.

Contact information
For 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 792050

Posted on Oct 04, 2024 - 07:45 EDT
Scheduled - This message is intended for InterQual® Cloud Solutions customers.

We are pleased to announce the release of the InterQual® Cloud solutions version 408, which includes the following updates:
• InterQual® AutoReview summary enhancements
• Sign-in changes for non-SSO users
• Additional improvements and fixes

This release will be deployed on Thursday, Oct. 10, 2024, at 11 p.m. ET. For additional details, see the What’s New page on the InterQual® Resource Center.

Action Required: Sign-in changes
On Oct. 17, signing in with One Healthcare ID will be required for all admin users accessing the production environment. Starting on Oct. 31 through Dec. 31, signing in with One Healthcare ID will be required for all non-SSO users on an organization-by-organization basis. Visit the What’s New page on the InterQual® Resource Center to learn more.

Contact Information
For additional information or assistance, sign in to the Customer Care Hub and submit a new case to Product Support.

REF 793800

Oct 08, 2024 - 16:51 EDT
Scheduled - This message is intended for InterQual® Cloud Solutions customers.

We are pleased to announce the release of the InterQual® Cloud solutions version 409, which includes the following updates:
• Sign-in changes for non-SSO users
• Streamlined InterQual AutoReview Review Summary for improved length and readability.
• Additional enhancements are listed on the InterQual® Resource Center What’s New page.

This release will be deployed to the non-production (integ) environment on Thursday, Oct. 24, 2024, at 11:00 p.m. ET and to the production environment on Thursday, Nov. 7, 2024, at 11:00 p.m. ET.

Action Required: Sign-in changes
Signing in with One Healthcare ID will be required for all non-SSO users by Oct. 31, 2024. Visit the What’s New page on the InterQual® Resource Center to learn how to create a One Healthcare ID and link it to your InterQual account to prepare for these upcoming changes.

Contact Information
For additional information or assistance, sign in to the Customer Care Hub and submit a new case to Product Support.

REF 802600

Oct 24, 2024 - 16:29 EDT
Upcoming scheduled maintenance notice

This message is intended for InterQual® Review Manager Hosted customers.

Reminder: Starting Oct. 31, 2024, InterQual Review Manager Hosted users will be required to use One Healthcare ID for sign-in. To maintain access to InterQual Review Manager Hosted, all users will be required to create a One Healthcare ID (OHID) before Oct. 31. For details about One Healthcare ID, go to the InterQual® Review Manager page on the InterQual® Resource Center.

Review Manager Hosted customers will experience up to 15 minutes of downtime Oct. 30, 2024, 9-9:30 p.m. ET while updates are deployed to support this requirement.

Contact information
For additional information or assistance, log in to the Customer Care Hub and submit a new case to Product Support.

REF 806805

Posted on Oct 29, 2024 - 14:54 EDT
This message is intended for InterQual® Cloud Solutions customers.

We are pleased to announce the release of the InterQual® Cloud solutions version 409 to production and version 410 to non-production (integ). These releases include the following updates:

• Sign-in changes for non-SSO users.
• Streamlined InterQual AutoReview Review Summary for improved length and readability.
• Additional enhancements are listed on the InterQual® Resource Center What's New page.

These releases will be deployed to the production and non-production (integ) environments on Thursday, November 7, 2024, at 11 p.m. ET.

Action Required: Sign-in changes
Visit the What's New page on the InterQual® Resource Center to learn how to create a One Healthcare ID and link it to your InterQual account to prepare for these upcoming changes.

Contact information
For any additional information or assistance, log in to the Customer Care Hub and submit a new case to Product Support.

REF 809709

Posted on Nov 06, 2024 - 12:55 EST
Scheduled - This message is intended for InterQual® Cloud Solutions customers.

We are pleased to announce the release of the InterQual® Cloud solutions version 411, which includes the following updates:
• Added persistent labels to dropdowns to enhance accessibility
• InterQual® Coordinated Care now has a configurations menu on the Care Plan screen to enable users to include notes in the Care Plan summary PDF.
• Additional enhancements are listed on the InterQual® Resource Center What’s New page.

This release will be deployed to the non-production (integ) environment on Thursday, Nov. 21, 2024, at 11 p.m. ET and to the production environment on Thursday, Dec. 12, 2024, at 11 p.m. ET.

Contact Information
For additional information or assistance, log in to the Customer Care Hub and submit a new case to Product Support.

REF 823900

Nov 20, 2024 - 17:09 EST
Optum Insight's Secure Site website is currently undergoing maintenance. During this time, you will be unable to access the secure site (which includes Cardfinder and PPE Override Manager). We expect this outage to be no more than two business hours. Thank you for your patience during this time.

REF 826435

Posted on Nov 25, 2024 - 15:56 EST
Effective Dec. 10, 2024, at 10 p.m. ET, Optum Clinical Exchange security enhancements are scheduled for deployment. 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.

Maintenance Window:
Begin: Dec. 10, 2024, 10:00 p.m. ET
End: Dec. 11, 2024, 12:59 a.m. ET

Should you have any questions or issues after the upgrade, please do not hesitate to contact the support center. We strive to continuously improve our Clinical Exchange services for improved operational efficiencies and reduced administrative costs.

REF 829065

Posted on Dec 04, 2024 - 15:19 EST
Clearance Patient Access Suite Product Update (2024.02) Dec 5, 2024 21:00 - Dec 6, 2024 01:00 EST
Optum will be performing a scheduled product update for Clearance Patient Access Suite on Thurs. Dec. 5, 2024 from 9 p.m. to 1 a.m. ET, Fri., Dec. 6, 2024 (outside of the regular maintenance window).

What is included with this update?
Clearance 2024.02 features the following enhancements:
Authorization Work Screen Update – Two banners have been added to the panel headers in the Authorization Work Screen to better identify the authorization or referral transaction type of inquiry or submission.

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!

REF 829857

Posted on Dec 04, 2024 - 16:29 EST
InterQual® Cloud Solutions Software Release Dec 12, 2024 23:00 - Dec 13, 2024 00:00 EST
This message is intended for InterQual® Cloud Solutions customers.

We are pleased to announce the release of the InterQual® Cloud solutions version 411 to production and 412 to non-production (integ). These releases include the following updates:

• The subset search now limits search results by default to the latest version of content only, unless otherwise specified with search filters.
• Notes can now be included in the Care Plan PDF for InterQual® Coordinated Care
• Disabled questions can now be displayed by default in InterQual Coordinated Care.
• Additional enhancements are listed on the InterQual® Resource Center What’s New page.

These releases will be deployed to the production and non-production (integ) environments on Thursday, December 12, 2024, at 11 p.m. ET.

Contact information
For additional information or assistance, log in to the Customer Care Hub and submit a new case to Product Support.

REF 15589300

Posted on Dec 10, 2024 - 16:05 EST
CareSelect - Upcoming Migration Dec 13, 2024 00:00-00:05 EST
In the coming weeks CareSelect will complete a migration that will result in having new external IP addresses. While we expect a majority of customers will not need to take action, those that have whitelisted by IP address will need to add the following two IPs to ensure they maintain connectivity:

3.228.122.206
44.198.63.44

Another communication will be sent once a specific date for the migration has been identified. Please reach out to your CareSelect representative or submit a request through our customer portal with any questions or concerns.

REF 830988

Posted on Dec 06, 2024 - 11:39 EST
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: Friday, Dec. 13, 2024, 9 p.m. ET
• End: Friday, Dec. 13, 2024, 11 p.m. ET

Customers may experience intermittent downtime during this 2-hour maintenance window.

Contact Information
For any additional information or assistance, log onto the Customer Care Hub and submit a new case to Product Support.

REF 15515833 12/9/2024

Posted on Dec 09, 2024 - 12:29 EST
InterQual Cloud Solutions Maintenance Notice - December 2024 Dec 13, 2024 23:00 - Dec 14, 2024 02:00 EST
The InterQual® Cloud Solutions system will be undergoing routine database maintenance during the maintenance window below:

Start: Dec. 13, 2024, 11 p.m. ET
End: Dec. 14, 2024, 2 a.m. ET

The InterQual® Cloud Solutions production environment (https://prod.ds.interqual.com) will be available during this maintenance window, though users may experience degraded performance while maintenance activities are occurring.

REF 15589302

Posted on Dec 10, 2024 - 16:42 EST
Scheduled Maintenance – December 2024 Dec 14, 2024 21:00 - Dec 15, 2024 15:00 EST
Optum will be completing planned system maintenance according to the following maintenance schedule for the month of December.

Maintenance Schedule
Begin: Dec. 14, 8:00 p.m. CT
End: Dec. 15, 2:00 p.m. CT
(Duration of 18 hours)

System functionality will be intermittent during this scheduled maintenance window. The impacted services are as follows:
• FTP connectivity
• File importing and reporting
• Client Access System (CAS)
• API connectivity

There will be additional maintenance outages for the month of December and additional communications will be shared with those details as they become available.

If you have any questions or concerns, please contact our support team through the Customer Care Hub.

What do you need to do?
Please be advised of the maintenance and adjust your schedule or processes as needed.

REF 832202

Posted on Dec 06, 2024 - 09:51 EST
Monthly System Maintenance Scheduled Dec 15, 2024 21:00 - Dec 16, 2024 01:00 EST
Optum performs monthly system maintenance the 3rd Sunday of the month. Processing and access to your Optum solution, Ahi™ QA or Clearance Patient Access Suite, may be impacted.

The next scheduled monthly maintenance:
Dec. 15, 2024, 9:00 p.m.-Dec. 16, 2024, 1:00 a.m. ET.

Action Required: None. Please be aware of the maintenance time above.

REF 774250

Posted on Dec 05, 2024 - 09:37 EST
This message is intended for all SmartPay customers who utilize IVR call forwarding.

Please note that all call forwarding will discontinue effective Dec. 31, 2024. Please make the necessary updates to remove the SmartPay phone numbers from your customer/patient facing materials.

REF 826158

Posted on Dec 02, 2024 - 12:00 EST
Past Incidents
Dec 11, 2024

No incidents reported today.

Dec 10, 2024
Resolved - This incident has been resolved.
Dec 10, 19:25 EST
Update - Optum continues to work towards identifying the issue.

Next update at 7 p.m. ET or as further information becomes available.

Dec 10, 16:59 EST
Update - Optum continues to investigate this issue.

Next update will be at 5 p.m. ET or when further information becomes available.

Dec 10, 16:00 EST
Update - We are continuing to investigate this issue.
Dec 10, 15:42 EST
Investigating - This notification is intended for Pharmacy Network Services customers.

This notification is to inform customer billing claims to BIN 024532 that Optum Insight has identified an issue causing the Pharma buy-down program to not apply. This issue is resulting in erroneously high patient pay amounts.

Optum is working to investigate and resolve the issue.

Next update will be at 4 p.m. ET or as further information becomes available.

INC 0662100

Dec 10, 15:34 EST
Dec 9, 2024
Resolved - During December 2024, Optum will hold training seminars for Revenue Performance Advisor customers. We’ve developed training events focused on a variety of topics to help you succeed with Revenue Performance Advisor.

Please join us and learn how to maximize both patient and payer revenue.

Webinar Number: 001
Webinar Name: Introduction To Revenue Performance Advisor - Part 1
Webinar Description: This course introduces the features and functionality of Revenue Performance Advisor and is recommended for all new users to gain basic product and operational knowledge.
Duration: 90 minutes
Webinar Prerequisite: None
Time: 11:00 a.m. ET/10:00 a.m. CT/8:00 a.m. PT
Date: December 2: Register
Can't attend live session? View recording HERE.

Webinar Number: 002
Webinar Name: Introduction To Revenue Performance Advisor - Part 2
Webinar Description: This course introduces features necessary to manage daily office workflows related to patient and payer revenue cycles and is recommended for all new users to gain additional product knowledge in both front and back office environments.
Webinar Duration: 60 minutes
Webinar Prerequisite: # 001
Time: 11:00 a.m. ET/10:00 a.m. CT/8:00 a.m. PT
Date: December 9: Register
Can't attend session? View recording HERE.

Webinar Number: 003
Webinar Name: Introduction To Customer Care Hub
Webinar Description: This course introduces the features and functionality of Customer Care Hub and is recommended for all new users to gain basic product and operational knowledge.
Duration: 60 minutes
Webinar Prerequisite: None
Time: 11:00 a.m. ET/10:00 a.m. CT/8:00 a.m. PT
Date: December 4: Register
Can't attend session? View recording HERE.

Webinar Number: 101
Webinar Name: Revenue Performance Advisor - Claim Entry Fundamentals
Webinar Description: This course focuses on features and workflows related to creating claims in Revenue Performance Advisor and is required for new users who cannot create and submit claims from a practice management or billing system.
Duration: 60 minutes
Webinar Prerequisite: # 001
Time: 11:00 a.m. ET/10:00 a.m. CT/8:00 a.m. PT
Date: December 6: Register
Can't attend live session? View recording HERE.

Webinar Number: 200
Webinar Name: Revenue Performance Advisor - Best Practices: Managing Rejections and Denials
Webinar Description: This course includes advanced workflow features that optimize revenue performance and is recommended for office managers and administrators who manage workflow performance.
Duration: 60 minutes
Webinar Prerequisite: # 001
Time: 11:00 a.m. ET/10:00 a.m. CT/8:00 a.m. PT
Date: December 11: Register
Can't attend live session? View recording HERE.

Webinar Number: 300
Webinar Name: Revenue Performance Advisor: Provider Enrollment Administration
Webinar Description: This course includes features and workflows related to managing provider enrollment and is required for office managers and administrators responsible for provider enrollment.
Duration: 60 minutes
Webinar Prerequisite: # 001
Time: 11:00 a.m. ET/10:00 a.m. CT/8:00 a.m. PT
Date: December 3: Register
Can't attend live session? View recording HERE.

Webinar Number: 301
Webinar Name: Revenue Performance Advisor: Payer Enrollment Administration
Webinar Description: This course includes features and workflows related to managing payer enrollment and is required for office managers and administrators who obtain processing and submission approval from payers.
Duration: 60 minutes
Webinar Prerequisite: # 001, 300
Time: 11:00 a.m. ET/10:00 a.m. CT/8:00 a.m. PT
Date: December 10: Register
Can't attend live session? View recording HERE.

REF 821404

Dec 9, 09:19 EST
Dec 8, 2024
Completed - The scheduled maintenance has been completed.
Dec 8, 21:00 EST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Dec 7, 09:00 EST
Scheduled - This message is intended for Assurance EDI customers.

Optum will be doing maintenance on ConnectCenter the weekend of December 7-8.

December 7, 2024 – 8 a.m. to 8 p.m. CDT we will be performing an upgrade to our user management system. Assurance EDI customers will be unable to perform the following during this upgrade:

• Create new user ids
• Modify existing user ids
• Update passwords

Users will be able to login in and use all the ConnectCenter functionality. Core clearinghouse transaction process will NOT be affected by this upgrade.

December 8, 2024 – 8 a.m. to 8 p.m. CDT we will be performing an upgrade to our application that supports the Claim Health Vitals and Worklist functionality. Assurance EDI customers will be unable to perform the following during the upgrade:

• The Claim Health Vitals functionality will be unavailable
• The Claim Tracker will not display
• No new worklist items will be created during this upgrade

Users will be able to login in and access all other ConnectCenter functionality. Clients will be able to submit claims during this upgrade, however those claims will not be available in the Claim Health Vitals and Worklists until after the event has been completed. Core clearinghouse transaction process will NOT be affected by this upgrade.

Action Required by You
Please be advised of the maintenance schedule above and adjust your processes accordingly. Please follow your normal escalation path in the unlikely event you experience issues.

For additional information or assistance, please contact product support at AssuranceEDI.support@optum.com or by phone at 800-527-8133, option 2.

REF 828250

Dec 2, 12:42 EST
Completed - The scheduled maintenance has been completed.
Dec 8, 21:00 EST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Dec 7, 09:00 EST
Scheduled - Optum will be doing maintenance on ConnectCenter Dec. 7-8, 2024.

Dec. 7, 2024, 8:00 a.m.-8:00 p.m. CT we will be performing an upgrade to our user management system. Clearance EDI customers will be unable to perform the following during this upgrade:

-Create new user IDs
-Modify existing user IDs
-Update passwords

Users will be able to login in and use all the ConnectCenter functionality. Core clearinghouse transaction processes will NOT be affected by this upgrade.

Dec. 8, 2024, 8:00 a.m.-8:00 p.m. CT we will be performing an upgrade to our application that supports the Search Eligibility History feature. Clearance EDI customers will be unable to perform the following during the upgrade:

-Utilize the Search Eligibility History Feature

Users will be able to login in and access all other ConnectCenter functionality. Clients will be able to submit eligibility during this upgrade. Core clearinghouse transaction processes will NOT be affected by this upgrade.

Action Required by You
Please be advised of the maintenance schedule above and adjust your processes accordingly. Please follow your normal escalation path in the unlikely event you experience issues.

For additional information or assistance, please contact product support at ClearanceEDI.Support@optum.com or by phone at 800-527-8133, option 3 then option 1.

REF 828252

Dec 2, 10:50 EST
Dec 7, 2024
Completed - The scheduled maintenance has been completed.
Dec 7, 07:00 EST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Dec 6, 23:00 EST
Scheduled - This message is intended for Absolute AR customers.

Please be advised that there is a deployment (2024.09) scheduled for December 6th, 2024, starting at 10:00 p.m. CST, lasting no longer than 6:00 a.m. CST on December 7th, 2024.

This deployment will include the Web Application Firewall (WAF) changes that were previously communicated:

Absolute AR utilizes a Web Application Firewall (WAF) to protect our environments and your data. We will be changing this WAF product during our regular deployment window on December 6, 2024, beginning at 10:00 p.m. CST. When this occurs, there will be new IP addresses presented on our network. If your organization white-lists IP addresses for you to access our site, you will need to update your network configurations with our new presentation IP addresses.

Please reach out to your Absolute AR contact if your organization needs those new IP addresses and we will provide those.

Note: our website URL is not changing. https://absolutercm.nhin.com


For the release notes associated with this deployment, visit the Absolute AR Community page. Also, they are posted on the Home Page of the Absolute AR website.

REF 830050

Dec 6, 08:49 EST
Completed - The scheduled maintenance has been completed.
Dec 7, 02:00 EST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Dec 6, 23:01 EST
Scheduled - The InterQual® Cloud Solutions system will be undergoing routine database maintenance during the maintenance window below:

• Start: Dec. 6, 2024, 11 p.m. ET
• End: Dec. 7, 2024, 2 a.m. ET

The InterQual® Cloud Solutions production environment (https://prod.ds.interqual.com) will be available during this maintenance window, though users may experience degraded performance while maintenance activities are occurring.

REF 828204

Dec 3, 15:18 EST
Completed - The scheduled maintenance has been completed.
Dec 7, 00:00 EST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Dec 6, 21:00 EST
Scheduled - 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: Friday, December 6, 2024, 9:00 p.m. ET
• End: Saturday, December 7, 2024, 12:00 a.m. ET

Customers may experience intermittent downtime during this 3-hour maintenance window.

Contact Information
For any additional information or assistance, log onto the Customer Care Hub and submit a new case to Product Support.

REF 828407

Dec 3, 12:40 EST
Completed - The scheduled maintenance has been completed.
Dec 7, 00:00 EST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Dec 6, 20:00 EST
Scheduled - Optum will be completing planned system maintenance according to the following maintenance schedule for the month of December.

Maintenance Schedule
Begin: Dec 6, 7:00 p.m. CT
End: Dec 6, 11:00 p.m. CT
(Duration of 4 hours)

System functionality will be intermittent during this scheduled maintenance window. The impacted services are as follows:
• Client Access System (CAS) - Viewing PDFs
• API connectivity

There will be additional maintenance outages for the month of December and additional communications will be shared with those details as they become available.

If you have any questions or concerns, please contact our support team through the Customer Care Hub.

What do you need to do?
Please be advised of the maintenance and adjust your schedule or processes as needed.

REF 832200

Dec 6, 09:47 EST
Dec 6, 2024
Completed - The scheduled maintenance has been completed.
Dec 6, 23:05 EST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Dec 6, 23:00 EST
Scheduled - We are pleased to announce that the InterQual 2024 December content release is now available for all InterQual® Cloud Solutions customers as of Friday, December 6, 2024.

This content release includes updates to the following modules:
• InterQual® Acute Adult Criteria*
• InterQual® Acute Pediatric Criteria*
• InterQual® Adult and Geriatric Psychiatry Criteria*
• InterQual® Child and Adolescent Psychiatry Criteria*
• InterQual® Substance Use Disorders 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 the InterQual® Resource Center and then select InterQual Content.

*Decision Reasons
Decision Reasons content has been added or updated. Decision Reasons helps primary and secondary reviewers, case managers, medical directors, and others to author consistent communications to members and providers that include clear and specific clinical reasons for decisions regarding medical necessity. Decision Reasons content is available in InterQual® Cloud Solutions only and only if the organization licenses this content add-on module. For more information about licensing Decision Reasons content, contact your Account Manager.

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.

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 available by e-mail at interqualsupport@optum.com and by phone at 1-800-CRITERIA (274-8374).

REF 831557

Dec 6, 11:35 EST
Completed - The scheduled maintenance has been completed.
Dec 6, 11:51 EST
Scheduled - 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: Wed., Nov. 6, 2024, 8 p.m. ET
• End: Wed., Nov. 6, 2024, 11 p.m. ET

Customers may experience intermittent downtime during this 3-hour maintenance window.

Contact Information
For any additional information or assistance, log onto the Customer Care Hub and submit a new case to Product Support.

Nov 1, 13:21 EDT
Completed - The scheduled maintenance has been completed.
Dec 6, 11:50 EST
Scheduled - Dear SmartPay Plus customers,

On Tuesday, Oct. 22, 2024, SmartPay Plus will launch Multi-Factor Authentication (MFA) for its provider portal users.

In preparation for this, all users must have an email address listed in the email address field of their user profile, otherwise they will not be able to login once MFA is enabled. Administrators should add an email address to the user account, if one is missing.

If you have any questions please reach out to pbps_support_team@optum.com.

A user guide for MFA can be found on the SmartPay Plus Community site. If you have not registered for the site, please do so here.

Thank you!

Oct 21, 17:44 EDT
Completed - The scheduled maintenance has been completed.
Dec 6, 11:47 EST
Scheduled - We are pleased to announce changes to enhance your customer support experience.

As part of our commitment to streamline issue resolution, make it easier to do business with us, improve the Optum customer experience, and retain and grow customer relationships, we are offering customers a new way to view the information they need when they need it.

To create a more user-friendly experience for you, beginning Sept. 11, 2024, you will only need to select Printing and Fulfillment – CPS.

As a refresher, the following self-service options are available in the Customer Care Hub, giving you faster, easier access to Optum support:
-Opening a support case
-Adding attachments to a case
-Filtering cases and checking case status
-View onboarding cases
-Searching for self-service learning and resources
-And more...

If you need information about a case that is not found on the Customer Care Hub, you can open a new case to request the information.

Please reach out to your client manager or contact support if you have additional questions.

Sep 10, 14:45 EDT
Completed - The scheduled maintenance has been completed.
Dec 6, 10:40 EST
Scheduled - This message is intended for InterQual® customers.

The following InterQual hosted solutions will be undergoing maintenance this weekend:
• InterQual® Cloud Solutions
• InterQual® AutoReview
• InterQual® Coordinated Care
• InterQual® Customize
• InterQual® Review Manager - Hosted

The solutions will be available during the maintenance windows below, though users may experience degraded performance while network maintenance activities are occurring:
• Saturday, Aug. 17, midnight, ET to 7 a.m. ET
• Saturday, Aug. 17, 10:01 p.m. ET to Sunday, Aug. 18, 7 a.m. ET

In addition, InterQual® Review Manager - Hosted will be unavailable due to database maintenance during the window below:
• Friday, Aug. 16, 9 p.m. ET to 11 p.m. ET
• Note: All other InterQual hosted solutions will be available during this window

Contact Information

For any additional information or assistance, sign in to the Customer Care Hub and submit a new case to Product Support.

REF 752650

Aug 13, 15:18 EDT
Dec 5, 2024

No incidents reported.

Dec 4, 2024
Completed - The scheduled maintenance has been completed.
Dec 4, 01:00 EST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Dec 3, 22:00 EST
Update - Optum will administer system maintenance impacting normal Clinical Exchange services according to the maintenance schedule below:

Maintenance Schedule:
Begin: Tues., Dec. 3, 2024, 10 p.m. ET
End: Wed., Dec. 4, 2024, 1 a.m. ET
(Duration of 3 hours)

The Clinical Exchange product may be unavailable for brief periods during maintenance.

Nov 14, 17:05 EST
Scheduled - Optum will administer system maintenance impacting normal Clinical Exchange services according to the maintenance schedule below:

Maintenance Schedule:
Begin: Tues., Nov. 19, 2024, 10 p.m. ET
End: Wed., Nov. 20, 2024, 1 a.m. ET
(Duration of 3 hours)

The Clinical Exchange product may be unavailable for brief periods during maintenance.

REF 811600

Nov 8, 12:41 EST
Dec 3, 2024
Completed - The scheduled maintenance has been completed.
Dec 3, 21:00 EST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Dec 3, 18:00 EST
Scheduled - This message is intended for Clearance EDI customers.

In preparation for maintenance this coming weekend, Search Eligibility History will be unavailable on ConnectCenter from 5 p.m. to 8 p.m. CT this evening Dec. 3, 2024.

Action Required by You
Please be advised of the maintenance schedule above and adjust your processes accordingly. Please follow your normal escalation path in the unlikely event you experience issues.

For additional information or assistance, please contact product support at ClearanceEDI.Support@optum.com or by phone at 800-527-8133, option 3 then option 1.

REF 829056

Dec 3, 13:13 EST
Resolved - Some Optum helpdesk phone lines temporarily experienced an issue and were unavailable. This issue is resolved and phone lines are operational.

We apologize for the inconvenience.

INC0659056

Dec 3, 11:06 EST
Resolved - This issue is resolved and documents are processing successfully.
Dec 3, 10:39 EST
Update - Update: The team continues to work on resolving this issue. We will continue to provide updates as we resolve this issue.
Dec 2, 16:05 EST
Update - Update: The team continues to work on resolving this issue. The scope has been confirmed to be limited to payments we have received after Wed., Nov. 27 at 7 p.m. ET.

The next update will be provided by 4 p.m. or as soon as the issue is resolves.

Dec 2, 14:02 EST
Investigating - Dec. 2, 2024, 11:39 a.m. ET, we are currently experiencing a problem processing documents. We have identified the problem and are working to quickly resolve the issue to avoid any delays with printing and mailing.
The next update will be provided at 2 p.m. ET. We apologize for the inconvenience this situation has caused for you.

INC0658576

Dec 2, 12:07 EST
Completed - The scheduled maintenance has been completed.
Dec 3, 07:01 EST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Dec 3, 01:01 EST
Scheduled - We are making a change with our firewall to increase security during the upcoming normal maintenance window. Any impact should be minor and would appear as a momentary failure to connect to *.changehealthcare.com Pharmacy URLS such as connect.changehealthcare.com.

Start: Tuesday, December 3, 12:01 a.m. CT
End: Tuesday, December 3, 6:00 a.m. CT

Thank you for your understanding and continued support.

REF 828003

Nov 27, 15:46 EST
Dec 2, 2024
Resolved - During December 2024, Optum will hold training seminars for Revenue Performance Advisor customers. We’ve developed training events focused on a variety of topics to help you succeed with Revenue Performance Advisor.

Please join us and learn how to maximize both patient and payer revenue.

Webinar Number: 001
Webinar Name: Introduction To Revenue Performance Advisor - Part 1
Webinar Description: This course introduces the features and functionality of Revenue Performance Advisor and is recommended for all new users to gain basic product and operational knowledge.
Duration: 90 minutes
Webinar Prerequisite: None
Time: 11:00 a.m. ET/10:00 a.m. CT/8:00 a.m. PT
Date: December 2: Register
Can't attend live session? View recording HERE.

Webinar Number: 002
Webinar Name: Introduction To Revenue Performance Advisor - Part 2
Webinar Description: This course introduces features necessary to manage daily office workflows related to patient and payer revenue cycles and is recommended for all new users to gain additional product knowledge in both front and back office environments.
Webinar Duration: 60 minutes
Webinar Prerequisite: # 001
Time: 11:00 a.m. ET/10:00 a.m. CT/8:00 a.m. PT
Date: December 9: Register
Can't attend session? View recording HERE.

Webinar Number: 003
Webinar Name: Introduction To Customer Care Hub
Webinar Description: This course introduces the features and functionality of Customer Care Hub and is recommended for all new users to gain basic product and operational knowledge.
Duration: 60 minutes
Webinar Prerequisite: None
Time: 11:00 a.m. ET/10:00 a.m. CT/8:00 a.m. PT
Date: December 4: Register
Can't attend session? View recording HERE.

Webinar Number: 101
Webinar Name: Revenue Performance Advisor - Claim Entry Fundamentals
Webinar Description: This course focuses on features and workflows related to creating claims in Revenue Performance Advisor and is required for new users who cannot create and submit claims from a practice management or billing system.
Duration: 60 minutes
Webinar Prerequisite: # 001
Time: 11:00 a.m. ET/10:00 a.m. CT/8:00 a.m. PT
Date: December 6: Register
Can't attend live session? View recording HERE.

Webinar Number: 200
Webinar Name: Revenue Performance Advisor - Best Practices: Managing Rejections and Denials
Webinar Description: This course includes advanced workflow features that optimize revenue performance and is recommended for office managers and administrators who manage workflow performance.
Duration: 60 minutes
Webinar Prerequisite: # 001
Time: 11:00 a.m. ET/10:00 a.m. CT/8:00 a.m. PT
Date: December 11: Register
Can't attend live session? View recording HERE.

Webinar Number: 300
Webinar Name: Revenue Performance Advisor: Provider Enrollment Administration
Webinar Description: This course includes features and workflows related to managing provider enrollment and is required for office managers and administrators responsible for provider enrollment.
Duration: 60 minutes
Webinar Prerequisite: # 001
Time: 11:00 a.m. ET/10:00 a.m. CT/8:00 a.m. PT
Date: December 3: Register
Can't attend live session? View recording HERE.

Webinar Number: 301
Webinar Name: Revenue Performance Advisor: Payer Enrollment Administration
Webinar Description: This course includes features and workflows related to managing payer enrollment and is required for office managers and administrators who obtain processing and submission approval from payers.
Duration: 60 minutes
Webinar Prerequisite: # 001, 300
Time: 11:00 a.m. ET/10:00 a.m. CT/8:00 a.m. PT
Date: December 10: Register
Can't attend live session? View recording HERE.

REF 821404

Dec 2, 09:04 EST
Dec 1, 2024
Completed - The scheduled maintenance has been completed.
Dec 1, 13:00 EST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Dec 1, 07:00 EST
Scheduled - Scheduled Maintenance – December 2024

Optum will be completing planned system maintenance according to the following maintenance schedule for the month of December.

Maintenance Schedule:
Begin: Dec. 1, 7:00 a.m. ET
End: Dec. 1, 1:00 p.m. ET
(Duration of 6 hours)

System functionality will be intermittent during this scheduled maintenance window. The impacted services are as follows:

• FTP connectivity
• File importing and reporting
• Client Access System (CAS)
• API connectivity

There will be additional maintenance outages for the month of December and additional communications will be shared with those details as they become available.

If you have any questions or concerns, please contact our support team through the Customer Care Hub.

What you need to do?
Please be advised of the maintenance and adjust your schedule or processes as needed.

We appreciate your patience.

REF 825050

Nov 25, 09:21 EST
Nov 30, 2024

No incidents reported.

Nov 29, 2024

No incidents reported.

Nov 28, 2024

No incidents reported.

Nov 27, 2024

No incidents reported.