Optum Solutions Status

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.

Ongoing Incident: Clinical Decision Support – Review Manager Hosted Solutions

Update - We have received reports of slowness in the Hosted Review Manager application. Please be assured that our team is actively investigating this issue. We will provide daily updates and notify you immediately as more information becomes available.

We sincerely apologize for any inconvenience this may have caused and appreciate your patience and understanding.
Apr 17, 2025 - 16:04 EDT

Update - We have received reports of slowness in the Hosted Review Manager application. Please be assured that our team is continuing to actively investigate this issue. We will provide daily updates and notify you immediately as soon as more information becomes available.

We sincerely apologize for any inconvenience this may have caused and appreciate your patience and understanding.
Apr 15, 2025 - 14:00 EDT

Update - We have received reports of slowness in the Hosted Review Manager application. Please be assured that our team is actively investigating this issue. We will provide daily updates and notify you immediately as soon as more information becomes available.

We sincerely apologize for any inconvenience this may have caused and appreciate your patience and understanding.
Apr 14, 2025 - 15:10 EDT

Update - We have received reports of slowness in the Hosted Review Manager application. Please be assured that our team is continuing to actively investigate this issue. We will provide the next update on Monday, April 14, 2025.

We sincerely apologize for any inconvenience this may have caused and appreciate your patience and understanding.
Apr 11, 2025 - 15:32 EDT

Update - We have received reports of slowness in the Hosted Review Manager application. Please be assured that our team is continuing to actively investigating this issue. We will provide daily updates and notify you immediately as soon as more information becomes available.

We sincerely apologize for any inconvenience this may have caused and appreciate your patience and understanding.
Apr 10, 2025 - 15:45 EDT

Update - We have received reports of slowness in the Hosted Review Manager application. Please be assured that our team is actively investigating this issue. We will provide daily updates and notify you immediately as soon as more information becomes available.

We sincerely apologize for any inconvenience this may have caused and appreciate your patience and understanding.
Apr 09, 2025 - 15:23 EDT

Investigating - There have been reports that Hosted Review Manager customers are experiencing slowness in the application. We are investigating the incident and will provide an update when more information is available. We apologize for the inconvenience this situation has caused you.

REF 17188998
Apr 08, 2025 - 16:45 EDT

Clearance and AHI Guardian migration update

Identified - Due to server issues, we have temporarily switched from Guardian to CIAM. Our team is working to resolve this issue as quickly as possible. We will send another notification when we're ready to move back to Sentinel/Guardian. In the meantime, please note that all new users will need to be added in CIAM.

We apologize for any inconvenience this may have caused and appreciate your patience and understanding.

Thank you for your continued support!

REF 17017958
Mar 26, 2025 - 10:19 EDT

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 Degraded Performance

CareSelect® Operational

InterQual® AutoReview Operational

InterQual® Cloud Solutions Operational

InterQual® Coordinated Care Operational

InterQual® Criteria Operational

InterQual® Customize Operational

InterQual® Review Manager – Hosted Degraded Performance

InterQual® Review Manager – Installed Operational

Patient Education Operational

InterQual® Government Services Operational

Clinical Network Operational

Clinical Exchange Channel Partners including ePrescribe and Orders & Results Operational

Clinical Exchange Labs and Hospitals Operational

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 Major Outage

Payment Automation Operational

SmartPay Plus for Providers Major Outage

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

Optum Insight's Secure Site - Undergoing Maintenance Nov `25`, `2024` `16:00`-`18:00` 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

Reminder: Postage Rate Update Jan `10`, `2025` `10:30`-`10:40` EST

Postage Rates
In September 2021, the USPS® announced that beginning in 2023, rate adjustments will be considered twice a year, in January and in July.

USPS Announcement

We are happy to report that for January 2025, the Postal Service has determined that it will not increase postage rates, maintaining prices set in July 2024 until at least July 2025:

Category Rate
Stamped Single-Piece 0.73
MAADC Automation 0.622
AADC Automation 0.593
5-Digit Automation 0.545

We appreciate your business and continue to strive for excellence serving you. Please contact your Account Manager or Senior Client Executive with questions or concerns.

Thank you for your attention to this announcement.

Optum

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.

Disclaimer: Optum is a registered trademark of Optum, Inc. in the U.S. and other jurisdictions. All other trademarks are the property of their respective owners. Because we are continuously improving our products and services, Optum reserves the right to change specifications without prior notice. Optum is an equal opportunity employer. © 2025 Optum, Inc. All rights reserved.

REF 15737947 1/10/2025
Posted on Jan 10, 2025 - 10:28 EST

Branding Enhancements to SmartPay Plus Provider Portal Feb `20`, `2025` `14:30`-`14:40` EST

To improve your user experience, we have enhanced the SmartPay Plus Provider portal. You can access the updated portal at https://smartpayplus.optum.com/v2.1/login.html.

What's New:

• Refreshed branding for a more modern and consistent look.
• Improved user interface for better navigation and usability.
• Enhanced visual elements to align with our brand identity.

We encourage you to explore the updated portal and experience the new enhancements. If you have any questions or need assistance, please reach out to our support team.

REF 16290908
Posted on Feb 20, 2025 - 14:28 EST

InterQual® Cloud Solutions Software Release Apr `10`, `2025` `23:00`-`23:10` EDT

We are pleased to announce the release of the InterQual® Cloud solutions version 419 to production and 420 to non-production (integ). These releases include the following updates:

- Resolves an issue that caused an error when using the CP:Durable Medical Equipment Support Surfaces subset.
- Additional enhancements and details are listed on the InterQual® Community What’s New page and the InterQual® Resource Center What’s New page.

These releases will be deployed to the production and non-production environments Thursday, April 10, 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.

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

REF 17207908
Posted on Apr 09, 2025 - 17:03 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

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

F5 Upgrade During Maintenance Window Apr `19`, `2025` `00:00`-`06:00` EDT

This message is intended for Pharmacy Network Customers.

Please be advised that the Optum Pharmacy Network has infrastructure updates planned for Friday, April 11, 2025 & Friday, April 18, at 11 p.m. CST. During the maintenance window we expect downtime to last only a few minutes.

This change will impact below Switch & ePad/Script Routing application URLs:
connect.changehealthcare.com
connecthttppost.changehealthcare.com
scriptrouting.changehealthcare.com
rxnsconnect.changehealthcare.com
rxnsconnectva.changehealthcare.com

Maintenance Windows:
April 11, 2025: 11 p.m. CT - 5 a.m. CT
April 18, 2025: 11 p.m. CT - 5 a.m. CT

REF 17054858
Posted on Mar 31, 2025 - 15:22 EDT

Scheduled Maintenance – April 2025 Apr `19`, `2025` `21:00` - Apr `20`, `2025` `19:00` EDT

Dear Valued Customer,
Optum will be completing planned system maintenance according to the following maintenance schedule for the month of April.

Maintenance Schedule
Begin: Apr. 19, 8:00 p.m. CT
End: Apr. 20, 6:00 p.m. CT
(Duration of 22 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 may be additional maintenance outages for the month of April 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,
Optum

REF 17287109
Posted on Apr 16, 2025 - 10:04 EDT

Monthly System Maintenance Apr `20`, `2025` `21:00` - Apr `21`, `2025` `01:00` EDT

Optum performs monthly system maintenance on 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:

• Apr. 20, 2025, 9:00 p.m.-Apr. 21, 2025, 1:00 a.m. ET.

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

REF 15909222
Posted on Apr 10, 2025 - 09:07 EDT

Clinical Exchange Release April 29, 2025 Apr `29`, `2025` `22:00` - Apr `30`, `2025` `01:00` 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 16, 2025 - 18:00 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

SmartPay Historic Data Unavailable after April 30, 2025 Apr `30`, `2025` `00:00`-`00:05` EDT

Update - Reminder: Effective April 30, 2025, historic SmartPay transaction data will no longer be available. After this date we will not be able to support any requests for transaction data.

All transaction data requests must be submitted by March 28, 2025, to bipharmacy@optum.com to allow adequate time to be processed.

Questions can be directed to bipharmacy@optum.com.
Apr 16, 2025 - 17:24 EDT

Scheduled - Effective April 30, 2025, historic SmartPay transaction data will no longer be available. After this date we will not be able to support any requests for transaction data.

All transaction data requests must be submitted by March 28, 2025, to bipharmacy@optum.com to allow adequate time to be processed.

Questions can be directed to bipharmacy@optum.com.

REF 15682769
Jan 03, 2025 - 11:00 EST

InterQual Firewall System Maintenance – Action Required May `2`, `2025` `23:00` - May `3`, `2025` `00:00` EDT

Optum will be performing system maintenance to further improve InterQual’s security posture by implementing the Cloudflare web application firewall (WAF) in the InterQual Cloud Solutions production environment May 2, 2025, 11:00 p.m. ET. The production environment will be unavailable for approximately one hour while this maintenance is underway.

Action Required
No action is required for most customers.

After maintenance is completed, InterQual Cloud solutions will use a new range of rotating IP addresses for incoming traffic. If your organization has configured allow list rules based on InterQual IP addresses instead of URLs, you will need to add Cloudflare’s IP addresses to your allow list: https://www.cloudflare.com/ips/. IP addresses for outbound traffic from InterQual Cloud solutions are not impacted by this change.

The Cloudflare WAF has been in place in the InterQual Cloud Solutions test environment since Sept. 30, 2024. If you have not tested connectivity with the test environment since then, we encourage you to do so as soon as possible to identify any potential issues before these changes are implemented in the production environment May 2, 2025. If you experience any issues with connectivity in the test environment, please contact Product Support.

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

REF 17310908
Posted on Apr 17, 2025 - 12:03 EDT

InterQual Firewall System Maintenance – Action Required May `2`, `2025` `23:00` - May `3`, `2025` `00:00` EDT

This communication is intended for InterQual® Cloud Solutions customers.

Optum will be performing system maintenance to further improve InterQual’s security posture by implementing the Cloudflare web application firewall (WAF) in the InterQual Cloud Solutions production environment on May 2, 2025. The production environment will be unavailable for approximately one hour beginning at 11:00 p.m. ET while this maintenance is underway.

Action Required
No action is required for most customers.

After maintenance is completed, InterQual Cloud solutions will use a new range of rotating IP addresses for incoming traffic. If your organization has configured allow list rules based on InterQual IP addresses instead of URLs, you will need to add Cloudflare’s IP addresses to your allow list: https://www.cloudflare.com/ips/. IP addresses for outbound traffic from InterQual Cloud solutions are not impacted by this change.

The Cloudflare WAF has been in place in the InterQual Cloud Solutions test environment since September 30, 2024. If you have not tested connectivity with the test environment since then, we encourage you to do so as soon as possible to identify any potential issues before these changes are implemented in the production environment on May 2, 2025. If you experience any issues with connectivity in the test environment, please contact Product Support.

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

REF 17081976
Posted on Apr 03, 2025 - 10:13 EDT

Past Incidents

Apr 18, 2025

No incidents reported today.

Apr 17, 2025

InterQual® Review Manager and InterQual® View updates

Completed - The scheduled maintenance has been completed.
Apr 17, 13:32 EDT

Scheduled - The InterQual 2025 content release will be the final content release supported by both InterQual Review Manager and InterQual View. It will be available for download April 4, 2025, on Download Connect.

For Review Manager customers, multiple paths have been established to help customers migrate to alternative InterQual® software solutions before the InterQual® 2026 content release. Contact your account manager or product support to learn more about these options.

For InterQual View customers, InterQual® Mobile is included in your license and supports most of the functionality of InterQual View. It provides access to all licensed InterQual content through a desktop or mobile web browser. For more information, see InterQual Mobile Getting Started.

In addition, a new InterQual solution will be launched later in 2025, offering alternate access methods during scheduled maintenance downtime or other disruptions. Additional information on this new offering will be shared later in the year.

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 16929360
Mar 20, 11:32 EDT

InterQual® 2025 March content release

Completed - The scheduled maintenance has been completed.
Apr 17, 13:32 EDT

Scheduled - We are pleased to announce that the InterQual 2025 March content release is now available for InterQual® Cloud Solution customers.

This content release includes updates to the following modules:
• InterQual® Acute Adult Criteria
• InterQual® Acute Pediatric Criteria
• InterQual® Long-Term Acute Care Criteria
• InterQual® Inpatient Rehabilitation Criteria
• InterQual® Subacute and Skilled Nursing Criteria
• InterQual® Home Care Criteria
• InterQual® Outpatient Rehabilitation and Chiropractic Criteria
• InterQual® Adult and Geriatric Psychiatry Criteria
• InterQual® Child and Adolescent Psychiatry Criteria
• InterQual® Substance Use Disorders 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 Rx Oncology Criteria
• InterQual® Specialty Referral Criteria
• InterQual® Retrospective Monitoring Criteria
• The ASAM Criteria® Navigator
• Concert Genetics 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
• InterQual® Coordinated Care

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.

InterQual® Review Manager and InterQual® View
The InterQual 2025 content release is the final content release supported by both InterQual Review Manager and InterQual View.

The content update package file with release notes and upgrade instructions will be available April 4, 2025, on Download Connect. For customers using InterQual Review Manager in a Change Healthcare-hosted environment, updates will begin April 4, 2025, 8:00 p.m. ET.

Multiple options have been established to help Review Manager and InterQual View customers migrate to alternative InterQual software solutions before the InterQual 2026 content release. Contact your account manager or Product Support to learn more about these options.

InterQual® Community
The new InterQual Community is now available! 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.

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.
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.

New enhancements
Decision Reasons
Decision Reasons content for the Medicare Post Acute and Durable Medical Equipment (DME) Navigator, Medicare Behavioral Health Navigator, and Behavioral Health Services modules is now available. Decision Reasons helps primary and secondary reviewers, case managers, medical directors, and others to author consistent communications to members, patients, 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.

Site of Service
To allow for a more data-driven and patient-specific approach to determining the appropriate setting of a service, InterQual Acute Adult Criteria, InterQual Acute Pediatric Criteria, InterQual Behavioral Health Services Criteria, and InterQual Procedures Criteria were updated to include a benchmark setting provided at the CPT® code level. The setting, based on the selection of a CPT code, will appear on the InterQual® Review Summary to support clear communication of both the medical review and setting outcomes, and to improve organizational workflow.

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 16959663
Mar 21, 10:59 EDT

Coming March 18: Updated Optum URLs for RPA

Completed - The scheduled maintenance has been completed.
Apr 17, 13:32 EDT

Scheduled - On March 18, the Revenue Performance Advisor URL and document resource URL will be updated to Optum URLs as follows:
• The new production URL for Revenue Performance Advisor is https://portal.rpa.optum.com.
• The documents URL for Revenue Performance Advisor resources is https://docs.rpa.optum.com.

Set your bookmarks!
For quick access, bookmark these new Optum URLs.
• Note: Although the old Change Healthcare URL for Revenue Performance Advisor will redirect to the new Optum URL for several months, go ahead and bookmark them now!

Actions required
• Bookmark the new Optum URLs!
• Delete the Change Healthcare URLs.

Supplemental information & support
• Support: For support, contact the Optum Client Management team or submit a request for support on the Customer Care Hub.
-If you don’t have a Customer Care Hub account, click the Register button on the Customer Care Hub page.

• Community: For related resources, visit the Revenue Performance Advisor community in the Optum community.
-If you don't have a Community account, use these instructions to register for an account.

REF 16569708
Mar 3, 17:23 EST

InterQual® Cloud Solutions Software Release

Completed - The scheduled maintenance has been completed.
Apr 17, 13:31 EDT

Scheduled - We are pleased to announce the release of the InterQual® Cloud solutions version 417 to production and 418 to non-production (integ). These releases include the following updates:

• Updates to user interface to align colors, fonts, and visual style with Optum branding standards.
• Updates to support benchmark setting information at the CPT® code level based on aggregate claims data and CMS setting determinations.
• InterQual® Medical Review Service for payer utilization management workflows now supports displaying different criteria based on the member’s line of business.
• Additional enhancements and details are listed on the InterQual® Resource Center What’s New page.

These releases will be deployed to the production and non-production (integ) environments Thursday, March 13, 2025, 11:00 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 16810168
Mar 11, 15:30 EDT

Important Update: Migration to New User Management Application

Completed - The scheduled maintenance has been completed.
Apr 17, 13:30 EDT

Scheduled - We are excited to announce that we will be migrating from our current user management application CIAM to a new, more robust system called Guardian. This change is part of our ongoing commitment to providing you with the best possible service and enhanced features.

Key Details:
• Migration Date: Early March (We will send definitive dates in the next few weeks)
• Downtime: We anticipate minimal downtime during the migration process. We will send a notification prior to the scheduled deployment.
• New Features: The new application will offer improved security, and a more user-friendly interface to better meet your needs.
• Action Required: No action is required from your side. All your data will be securely transferred to the new system. However, we recommend that you log into Guardian after the migration to familiarize yourself with the new interface.

What to Expect:
1. Seamless Transition: Our team has worked diligently to ensure a smooth transition with minimal disruption to your experience.
2. Support: Our support team will be available to assist you with any questions or issues you may encounter during and after the migration. You can reach us at customercare.changehealthcare.com or clearance.support@optum.com.
3. Training Resources: We will provide comprehensive training materials and online videos in the next few weeks to help you get acquainted with the new system.

We appreciate your understanding and cooperation during this transition. If you have any questions or concerns, please do not hesitate to contact us.

REF 16068961
Feb 17, 09:07 EST

Important Update: Migration to New User Management Application

Completed - The scheduled maintenance has been completed.
Apr 17, 13:30 EDT

Apr 16, 2025

Medicare HETS - Upcoming HETS2025-2 System Release June 2025

Resolved - CMS announces publication of the HETS2025-2 Release Summary.

The HETS2025-2 release will introduce potential changes to the HETS 270 request and the HETS 271 response. CMS urges all HETS submitters to use this HETS2025-2 Release Summary and the upcoming HETS2025-2 Companion Guide to prepare for this future release.

HETS2025-2 Release Summary (version 1.0): https://www.cms.gov/files/document/hets2025-2-hets-270/271-release-summary.pdf

The HETS2025-2 release is currently scheduled for June, 2025. Submitters will be notified when additional information is available regarding this release.

Action Required: Review updated details on the potential changes that are linked above and distribute as appropriate within your facility.

REF 17226959
Apr 16, 09:27 EDT

Apr 15, 2025

Resolved: AbsoluteAR Intermittent Performance Issue

Resolved - Dear Valued Customer,

The Absolute AR Website incident has been resolved. An internal application was restarted and this has resolved the issue. We appreciate your patience while we worked to resolve the user experience.

Wishing you a great day,
Absolute AR Team
Apr 15, 15:30 EDT

Investigating - Dear Valued Customer,

We are aware of sporadic issues within the Absolute AR website causing slowness. We are working with internal teams to resolve the issue. We will continue to give timely updates until the issue is resolved.

Thank you,

Absolute AR Team

REF 17276958
Apr 15, 14:45 EDT

One week: Claim submission change for HCFA print images effective Apr. 15

Completed - The scheduled maintenance has been completed.
Apr 15, 00:05 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 15, 00:00 EDT

Scheduled - This message is intended for Revenue Performance Advisor (RPA) customers.

In one week - Apr. 15, 2025 - your users will create professional claims using the Direct Data Entry (DDE) tool inside RPA or using a batch file in the ANSI 837 professional claim format loaded into RPA.

By now, the following should be complete:
• deciding which option your organization will use
• notifying the RPA representative
• informing your users of the change and sharing the learning resources below

First reminder communication date
The first reminder was sent Mar. 10, 2025.

Actions required
• Urgent!! If you have not already determined which submission option is better for your organization, open a case in Customer Care Hub.

• Notify your team of the upcoming change and share the following learning resources:

o Create New Professional Claim video
- In RPA, click the Support menu and click the Learning Center option. When the Learning Center opens, scroll to the Claims Management section and find the “Create New Professional Claim” video.

o 5010 Claims 837 companion guide
- On the RPA home page, scroll down to the Resource Center. Click the Companion Guides tab and click the hyperlink for the “5010 Claims 837 Companion Guide.”

• If you don’t already have an Optum User Community account, use these instructions to request access to the User Community. Upon approval, follow the instructions to complete registration and sign in.

• RPA support information: For all questions (including which submission method is better for your organization), issues, and general inquiries for RPA, submit a case in Customer Care Hub.

REF 16169914
Apr 8, 15:58 EDT

Tomorrow: Claim submission change for HCFA print images effective Apr. 15

Completed - The scheduled maintenance has been completed.
Apr 15, 00:05 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 15, 00:00 EDT

Scheduled - This message is intended for Revenue Performance Advisor (RPA) customers.

Tomorrow - Apr. 15, 2025 - is the day! Your users will be creating professional claims using the Direct Data Entry (DDE) tool inside RPA or using a batch file in the ANSI 837 professional claim format.

Urgent!! Users will only be able to submit professional claims using one of these two options. If you have not opened a support case in Customer Care Hub,open a case now so you can be contacted by RPA support.

Last reminder communication date
The last reminder was sent Apr. 8, 2025.

Actions required

• Notify your team of the upcoming change and share the following learning resources:

o Create New Professional Claim video
- In RPA, click the Support menu and click the Learning Center option. When the Learning Center opens, scroll to the Claims Management section and find the “Create New Professional Claim” video.

o 5010 Claims 837 companion guide
- On the RPA home page, scroll down to the Resource Center. Click the Companion Guides tab and click the hyperlink for the “5010 Claims 837 Companion Guide.”

• If you don’t already have an Optum User Community account, use these instructions to request access to the User Community. Upon approval, follow the instructions to complete registration and sign in.

• RPA support information: For all questions (including which submission method is better for your organization), issues, and general inquiries for RPA, submit a case in Customer Care Hub.

REF 16169917
Apr 14, 13:28 EDT

Reminder: Claim submission change for HCFA print images effective Apr. 15

Completed - The scheduled maintenance has been completed.
Apr 15, 00:05 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 15, 00:00 EDT

Update - This message is intended for Revenue Performance Advisor (RPA) customers.

As communicated in February, two options will be available for submitting professional claims into RPA as of Apr. 15, 2025. These two options are using the Direct Data Entry (DDE) tool in RPA or using a batch file in the ANSI 837 professional claim format.

If you have not determined which submission option is better for your organization, open a case in Customer Care Hub to be contacted by RPA support. The RPA representative can discuss the options with you. After you decide which option your organization will use, inform RPA support to start the process.

Reason for the change
Our vendor for print-image functionality no longer supports the software.

Initial communication date
The initial communication was sent Feb. 10, 2025.

Actions required
• Notify your team of the upcoming change and share the following learning resources:

o Create New Professional Claim video
- In RPA, click the Support menu and click the Learning Center option. When the Learning Center opens, scroll to the Claims Management section and find the “Create New Professional Claim” video.

o 5010 Claims 837 companion guide
- On the RPA home page, scroll down to the Resource Center. Click the Companion Guides tab and click the hyperlink for the “5010 Claims 837 Companion Guide.”

• If you don’t already have an Optum User Community account, use these instructions to request access to the User Community. Upon approval, follow the instructions to complete registration and sign in.

• RPA support information: For all questions (including which submission method is better for your organization), issues, and general inquiries for RPA, submit a case in Customer Care Hub.

REF 16169910
Mar 12, 14:23 EDT

Update - This message is intended for Revenue Performance Advisor (RPA) customers.

Effective Apr. 15, 2025, the print-image functionality to submit HCFA batch claims into RPA will no longer be available. However, …

RPA customers who have been using this print-image functionality will have two options for submitting professional claims:

• using the Direct Data Entry (DDE) tool, which resides in the RPA portal
• using a batch file in the ANSI 837 professional claim format

What’s the difference between these two options?

DDE tool: The DDE tool allows users to create and submit 837s directly in RPA.
Batch file: A batch file can be submitted from an external source. The file can be manually uploaded into the RPA portal or automatically by a file picked up from a Secure File Transfer Protocol (SFTP) site.

• Organizations that want to use the batch file option need to consult their electronic medical record (EMR) vendors about creating a data extract file.

Which option is better for my organization?

Contact your RPA account representative to discuss which option is better for your organization.

How do we learn more?

Optum is working to contact customers that are currently using the print functionality. We will send communications to inform customers of the change. The announcements will also be available on Optum's Solution Status Page.

Why is this change happening?

Our vendor for print-image functionality no longer supports the software.

Actions required

• Decide whether you’ll use the DDE tool in RPA or submit external batch files.
̶ If you want to submit external batch files, contact your EMR vendor to see if the data extracts can be created in the ANSI 837 professional claim format with your EMR.

• Inform your RPA account representative of your decision.

• Notify your team of the change.

• Review and share the “Create New Professional Claim” video in the Learning Center:
̶ In RPA, click the Support menu and click the Learning Center option. When the Learning Center opens, scroll to the Claims Management section and find the “Create New Professional Claim” video.

• For additional information on submitting an ANSI 837 batch file, refer to the “5010 Claims 837 Companion Guide.”
̶ On the RPA home page, scroll down to the Resource Center. Click the Companion Guides tab and click the hyperlink for the “5010 Claims 837 Companion Guide.”

• If you don’t already have an Optum User Community account, use these instructions to request access to the User Community. Upon approval, follow the instructions to complete registration and sign in.

• Submit a ticket through the Customer Care Hub to request support.
Feb 17, 11:07 EST

Scheduled - This message is intended for Revenue Performance Advisor (RPA) customers.

Effective Apr. 15, 2025, the print-image functionality to submit HCFA batch claims into RPA will no longer be available. However, …

RPA customers who have been using this print-image functionality will have two options for submitting professional claims:

• using the Direct Data Entry (DDE) tool, which resides in the RPA portal
• using a batch file in the ANSI 837 professional claim format

What’s the difference between these two options?

DDE tool: The DDE tool allows users to create and submit 837s directly in RPA.
Batch file: A batch file can be submitted from an external source. The file can be manually uploaded into the RPA portal or automatically by a file picked up from a Secure File Transfer Protocol (SFTP) site.

• Organizations that want to use the batch file option need to consult their electronic medical record (EMR) vendors about creating a data extract file.

Which option is better for my organization?

Contact your RPA account representative to discuss which option is better for your organization.

How do we learn more?

Optum is working to contact customers that are currently using the print functionality. We will send communications to inform customers of the change. The announcements will also be available on Optum's Solution Status Page.

Why is this change happening?

Our vendor for print-image functionality no longer supports the software.

Actions required

• Decide whether you’ll use the DDE tool in RPA or submit external batch files.
̶ If you want to submit external batch files, contact your EMR vendor to see if the data extracts can be created in the ANSI 837 professional claim format with your EMR.

• Inform your RPA account representative of your decision.

• Notify your team of the change.

• Review and share the “Create New Professional Claim” video in the Learning Center:
̶ In RPA, click the Support menu and click the Learning Center option. When the Learning Center opens, scroll to the Claims Management section and find the “Create New Professional Claim” video.

• For additional information on submitting an ANSI 837 batch file, refer to the “5010 Claims 837 Companion Guide.”
̶ On the RPA home page, scroll down to the Resource Center. Click the Companion Guides tab and click the hyperlink for the “5010 Claims 837 Companion Guide.”

• If you don’t already have an Optum User Community account, use these instructions to request access to the User Community. Upon approval, follow the instructions to complete registration and sign in.

• Contact your RPA account representative with additional questions.

REF 16112218
Feb 10, 11:39 EST

Apr 14, 2025

Bedrock Training - Clearance Patient Access Suite

Completed - The scheduled maintenance has been completed.
Apr 14, 14:30 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 14, 13:00 EDT

Update - Register Now

Join Kelly Proctor Strategic Solutions Advisor, as we review Clearance Patient Access Suite capabilities and functionality! Our Bedrock Foundational training has been built from the ground up to provide the basics of what Clearance is, what it’s used for and how to navigate within the application. Targeted for new employees at partner sites, this training session will be appropriate for entry level employees as well as individuals that may need to be reminded of core functionality. Because of the broad partner audience, most modules will be discussed regardless of contracted status and will not be client specific. While all HIS applications will be applicable for this session, partners that access Clearance directly via our web based interface will gain the most insights from this session.

Date: Monday, April 14, 1:00 p.m. ET
Presenter: Kelly Proctor - Strategic Solutions Advisor
Cost: Complimentary – No Cost

Register Now

REF 17144858
Apr 10, 14:55 EDT

Scheduled - Register Now

Join Kelly Proctor Strategic Solutions Advisor, as we review Clearance Patient Access Suite capabilities and functionality! Our Bedrock Foundational training has been built from the ground up to provide the basics of what Clearance is, what it’s used for and how to navigate within the application. Targeted for new employees at partner sites, this training session will be appropriate for entry level employees as well as individuals that may need to be reminded of core functionality. Because of the broad partner audience, most modules will be discussed regardless of contracted status and will not be client specific. While all HIS applications will be applicable for this session, partners that access Clearance directly via our web based interface will gain the most insights from this session.

Date: Monday, April 14, 1:00 p.m. ET
Presenter: Kelly Proctor - Strategic Solutions Advisor
Cost: Complimentary – No Cost

Register Now

REF 17144858
Apr 4, 11:39 EDT

Apr 13, 2025

No incidents reported.

Apr 12, 2025

No incidents reported.

Apr 11, 2025

Ahi Qa Scheduled Maintenance April 10th

Completed - The scheduled maintenance has been completed.
Apr 11, 01:00 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 10, 23:01 EDT

Scheduled - Please be advised that Ahi Qa and Ahi Lobby will undergo scheduled server maintenance on April 10th at 11 p.m. EST. During this time, Ahi Qa will be temporarily unavailable for approximately an hour. Following the maintenance, you may experience reduced performance for up to an hour as back-end services are restored.

Action Required: Kindly inform any staff members who may be affected by this maintenance.

Thank you for your understanding and cooperation.

REF 17198510
Apr 9, 13:06 EDT

Ahi Qa Scheduled Maintenance April 8th and 10th

Completed - The scheduled maintenance has been completed.
Apr 11, 01:00 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 10, 23:00 EDT

Scheduled - Ahi Qa and Ahi Lobby will be conducting server maintenance on April 8th and 10th at 11 p.m. EST. During this period, Ahi Qa and Ahi Lobby will be temporarily unavailable for approximately 15 minutes. Once the maintenance is complete, you may experience reduced performance for up to an hour as back-end services are brought back up.

Action required: Please alert any staff that this might impact.

REF 17132540
Apr 7, 09:14 EDT

Apr 10, 2025

InterQual® Coordinated Care Maintenance April 10, 2025

Completed - The scheduled maintenance has been completed.
Apr 10, 22:00 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 10, 21:00 EDT

Scheduled - This message is intended for InterQual® Coordinated Care customers.

The InterQual® Coordinated Care Production environments will be unavailable due to maintenance on Thursday, April 10, 2025, at 9 p.m. ET for approximately 1 hour. Users do not need to take any action but should stop their work before 9 p.m. ET or their session will be interrupted.

We appreciate your support and apologize for any inconvenience this may cause.

Updated Maintenance Schedule
Begin: April 10, 2025, 9 p.m. ET
End: April 10, 2025, 10 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 17213509
Apr 10, 09:18 EDT

InterQual® Customize April 10 software release

Completed - The scheduled maintenance has been completed.
Apr 10, 21:00 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 10, 20:00 EDT

Scheduled - We are pleased to announce the April 2025 release of InterQual® Customize, which includes these updates:

• Site of service details can now be enabled for custom Q&A subsets
• User Interface improvements, such as the left-side toolbar being expanded by default

These changes will be deployed to the production environment Thursday, April 10, 2025, 8:00 p.m.-9:00 p.m. ET. The application will be available while these updates are deployed, though users may experience degraded performance during the maintenance window.

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

REF 17203409
Apr 10, 12:18 EDT

Clearance Implementation/Test Environment Scheduled Maintenance

Completed - The scheduled maintenance has been completed.
Apr 10, 17:00 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 9, 10:00 EDT

Scheduled - Please be advised that the Clearance Patient Access Suite will undergo scheduled maintenance on our Implementation and Test environments from Wednesday, April 9th at 10:00 a.m. EST to Thursday, April 10th at 5:00 p.m. EST. During this maintenance window, these environments will be inaccessible.

Thank you for your understanding and cooperation.

Action required: Kindly inform any staff members who are working in the Clearance implementation or test environments about this scheduled downtime.

REF 17186568
Apr 8, 15:23 EDT

InterQual end of support for Internet Explorer

Completed - The scheduled maintenance has been completed.
Apr 10, 00:05 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 10, 00:00 EDT

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

Starting April 10, 2025, InterQual Cloud Solutions will no longer support Internet Explorer. This change is part of required security updates that will introduce breaking changes for users accessing InterQual with Internet Explorer, including users leveraging Microsoft Edge with Internet Explorer (IE) mode enabled.

All users currently accessing InterQual with Internet Explorer must switch to a supported browser (Microsoft Edge, Google Chrome, or Mozilla Firefox) by April 10, 2025 to avoid losing access to InterQual. For organizations accessing InterQual Connect Medical Review Service integrated with a partner application that has a dependency on Internet Explorer or an Internet Explorer-based custom browser, that partner application must be updated to remove Internet Explorer dependencies by April 10, 2025 to avoid losing access to InterQual.

Additional details will be communicated to organizations and users still using Internet Explorer as April 10, 2025 approaches. If your organization is not using Internet Explorer, no action is required.

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

REF 15840587
Jan 16, 14:52 EST

Apr 9, 2025

Pharmacy Network Payer Maintenance

Completed - The scheduled maintenance has been completed.
Apr 9, 23:05 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 9, 23:00 EDT

Scheduled - This message is intended for Pharmacy Network customers.

Optum Insight will be performing a very brief payer maintenance function this evening at 10 p.m. CST and be completed in less than five minutes. Please resubmit any transactions that may be interrupted by this brief loss of connection. Your business is very important to us and we apologize for any inconvenience this may cause.

REF 17208808
Apr 9, 17:16 EDT

Apr 8, 2025

Apr 7, 2025

InterQual® 2025 March content release

Completed - The scheduled maintenance has been completed.
Apr 7, 23:05 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 7, 23:00 EDT

Scheduled - This message is intended for InterQual® Installed Review Manager customers.

We are pleased to announce that the InterQual 2025 March content release is available for InterQual® Installed Review Manager customers as of Monday April 7, 2025.

This content release includes updates to the following modules:

• InterQual® Acute Adult Criteria
• InterQual® Acute Pediatric Criteria
• InterQual® Long-Term Acute Care Criteria
• InterQual® Inpatient Rehabilitation Criteria
• InterQual® Subacute and Skilled Nursing Criteria
• InterQual® Outpatient Rehabilitation and Chiropractic Criteria
• InterQual® Adult and Geriatric Psychiatry Criteria
• InterQual® Child and Adolescent Psychiatry Criteria
• InterQual® Substance Use Disorders 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 Rx Oncology Criteria
• InterQual® Specialty Referral Criteria
• InterQual® Retrospective Monitoring Criteria

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® Review Manager and InterQual® View
The InterQual 2025 content release is the final content release supported by both InterQual Review Manager and InterQual View.

The content update package file with release notes and upgrade instructions are now available on Download Connect.

Multiple options have been established to help Review Manager and InterQual View customers migrate to alternative InterQual software solutions before the InterQual 2026 content release. Contact your account manager or Product Support to learn more about these options.

InterQual® Community
The new InterQual Community is now available! 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.

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.

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: https://community.optum.com/registrationdetails.

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 17161506
Apr 7, 11:56 EDT

Resolved Incident: Assurance Reimbursement Management Medicare Direct Entry (MDE) Performance Issue

Resolved - This issue has been resolved, and performance has returned to optimal levels. Optum has resolved all impacted jobs for hosted clients.

Turnkey clients will need to review their Job Queue for any failed Release jobs. If assistance is needed, please reach out to Support.
Apr 7, 14:15 EDT

Investigating - Assurance Reimbursement Management is experiencing an issue with intermittent performance with Medicare Direct Entry (MDE).

This may result in:
• Failed, queued, slow jobs
• ERROR: Unrecognized screen encountered after screen 'edsnet_SignOnComplete'

Optum is working to resolve this issue. We will notify you as soon as additional information becomes available.

We apologize for any inconvenience.

Action Required: None.

REF 17161908
Apr 7, 10:30 EDT

Apr 6, 2025

No incidents reported.

Apr 5, 2025

Scheduled Maintenance – April 2025

Completed - The scheduled maintenance has been completed.
Apr 5, 22:00 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 5, 13:01 EDT

Scheduled - Dear Valued Customer,

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

Maintenance Schedule
Begin: Apr. 5, 12 noon CT
End: Apr. 5, 9 p.m. CT
(Duration of 9 hours)

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

• File importing

There may be additional maintenance outages for the month of April 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,
Optum

REF 17110808
Apr 2, 10:22 EDT

Optum Announcement Update: Medicare HETS2025-1 System Release April 5, 2025

Completed - The scheduled maintenance has been completed.
Apr 5, 13:00 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 5, 09:00 EDT

Scheduled - This message is intended for Clearance Patient Access, Clearance EDI, and AhiQA customers.

Update: CMS announces the scheduled installation of the HETS2025-1 release. The release is scheduled to be installed beginning Saturday, April 5, 2025, 9:00 a.m. ET. The HETS 270/271 system will remain available during the installation. CMS estimates that the installation will be completed and verified by Saturday, April 5, 2025, 1:00 p.m. ET. Please note that this installation will not cause an outage to the Medicare HETS 270/271 eligibility system however, submitters may notice minor performance or connectivity issues during the installation.

The HETS2025-1 system release will introduce changes to the HETS 270 request and the HETS 271 response. HETS 270/271 Submitters MUST act and modify your 270 request to continue receiving all available eligibility information.
HETS 270/271 Submitters should carefully review the linked documentation (below) to prepare for this release.

HETS2025-1 Release Summary: https://www.cms.gov/files/document/hets2025-1-hets-270/271-release-summary.pdf (version 2.0)
HETS2025-1 Companion Guide: https://www.cms.gov/files/document/hets2025-1-hets-270/271-companion-guide-v11-0.pdf (version 11-0)

Action Required: Review updated details on the potential changes that are linked above and distribute as appropriate within your facility.

REF 16966484
Mar 25, 10:30 EDT

InterQual® Cloud Solutions Maintenance Notice

Completed - The scheduled maintenance has been completed.
Apr 5, 02:00 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 4, 23:01 EDT

Scheduled - The InterQual® Cloud Solutions system will be undergoing system maintenance during the maintenance window below:

• Start: Apr. 4, 2025, 11 p.m. ET
• End: Apr. 5, 2025, 2 a.m. ET

Between Apr. 4, 2025, 11 p.m. ET and Apr. 5, 2025, 2 a.m. ET the production environment (https://prod.ds.interqual.com) will be unavailable for at least 60 minutes and potentially up to 3 hours.

During the maintenance downtime, you can access InterQual® Criteria from InterQual® View. For instructions to install InterQual View, see the InterQual® View Installation Guide on Download Connect.

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

REF 17133809
Apr 3, 13:37 EDT

InterQual® Government Services Maintenance

Completed - The scheduled maintenance has been completed.
Apr 5, 00:00 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 4, 21:00 EDT

Scheduled - The InterQual® Government Services system will be undergoing planned maintenance during the maintenance window below:

• Start: Apr. 4, 2025, 9:00 p.m. ET/8:00 p.m. CT
• End: Apr. 4, 2025, 12:00 a.m. ET/11:00 p.m. CT

During this time the following InterQual Government Services environments will be unavailable:

• Production: https://prod-gov.dsiqc.changehealthcare.com/caas
• Test: https://integ-gov.dsiqc.changehealthcare.com/caas

This maintenance does not impact InterQual Cloud Solutions (https://prod.ds.interqual.com).

During the maintenance downtime, you can access InterQual® Criteria from InterQual® View. For instructions to install InterQual View, see the InterQual® View Installation Guide on Download Connect.

REF 17087408
Apr 1, 13:19 EDT

Apr 4, 2025

InterQual® 2025 March content release

Completed - The scheduled maintenance has been completed.
Apr 4, 23:05 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 4, 23:00 EDT

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

We are pleased to announce that the InterQual 2025 March content release is now available for InterQual® Hosted Review Manager customers as of Friday, April 4, 2025.

This content release includes updates to the following modules:

• InterQual® Acute Adult Criteria
• InterQual® Acute Pediatric Criteria
• InterQual® Long-Term Acute Care Criteria
• InterQual® Inpatient Rehabilitation Criteria
• InterQual® Subacute and Skilled Nursing Criteria
• InterQual® Outpatient Rehabilitation and Chiropractic Criteria
• InterQual® Adult and Geriatric Psychiatry Criteria
• InterQual® Child and Adolescent Psychiatry Criteria
• InterQual® Substance Use Disorders 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 Rx Oncology Criteria
• InterQual® Specialty Referral Criteria
• InterQual® Retrospective Monitoring Criteria

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® Review Manager and InterQual® View
The InterQual 2025 content release is the final content release supported by both InterQual Review Manager and InterQual View.

For customers using InterQual Review Manager in a Change Healthcare-hosted environment, updates will begin April 4, 2025, at 8:00 p.m. ET.

Multiple options have been established to help Review Manager and InterQual View customers migrate to alternative InterQual software solutions before the InterQual 2026 content release. Contact your account manager or Product Support to learn more about these options.

InterQual® Community
The new InterQual Community is now available! 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.

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.

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: https://community.optum.com/registrationdetails.

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 17152610
Apr 4, 15:20 EDT

InterQual® 2025 April content release

Completed - The scheduled maintenance has been completed.
Apr 4, 23:05 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 4, 23:00 EDT

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

We are pleased to announce that the InterQual 2025 April content release is now available for InterQual® Cloud Solution customers as of Friday, April 4, 2025.

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 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 new InterQual Community is now available! 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.

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.

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: https://community.optum.com/registrationdetails.

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 17145708
Apr 4, 13:24 EDT

Clearance and AHI Guardian migration update

Resolved - We are writing to inform you about an important update regarding our user management systems. Due to an issue affecting our federated clients using their own Identity Provider, we have had to revert to CIAM once again to allow the Guardian team time to resolve the problem. Another update will be provided when we are ready to move back to Sentinel/Guardian.

In the meantime, please note that all new users will need to be added in CIAM.

We apologize for any inconvenience this may have caused and appreciate your patience and understanding. If you have any questions or concerns, please do not hesitate to contact us at https://customercare.optum.com/public/home.html.

REF 17152310
Apr 4, 14:59 EDT

Reminder: Optum Solutions Maintenance April 3, 2025: Migration to New User Management Application

Completed - The scheduled maintenance has been completed.
Apr 4, 00:00 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 3, 19:00 EDT

Update - Reminder: We are pleased to inform you that we will be performing the migration from our current user management application, CIAM, to our new, more robust system, Guardian, once again on April 3, 2025. We appreciate your patience and understanding as we finalize the necessary details and will continue to keep you posted as the new date approaches.

Key Details :
• New Migration Date: April 3, 2025, 7:00 p.m. ET.
• Downtime: We anticipate minimal downtime during the migration process as it will occur overnight. Users already logged in will not be impacted.
• New Features: The new application will offer improved security, and a more user-friendly interface to better meet your needs.
• New Users: Please continue to add new users in CIAM until 7:00 p.m. ET on April 3rd. After this time, kindly add new users in Guardian.
• Action Required: No action is required from your side. All your data will be securely transferred to the new system. However, we recommend that you log into Guardian after the migration to familiarize yourself with the new interface click here.

What to Expect
1. Seamless Transition: Our team has worked diligently to ensure a smooth transition with minimal disruption to your experience.
2. Support: Our support team will be available to assist you with any questions or issues you may encounter during and after the migration. You can reach us at customercare.optum.com or clearance.support@optum.com.
3. Training Resources: Recording and Managing Users in Guardian Guide. Access will require a community.optum.com account to view.
4. Guardian URL: Bookmark this page.

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 17078211
Apr 3, 14:54 EDT

Scheduled - We are pleased to inform you that we will be performing the migration from our current user management application, CIAM, to our new, more robust system, Guardian, once again on April 3, 2025. We appreciate your patience and understanding as we finalize the necessary details and will continue to keep you posted as the new date approaches.

Key Details :
• New Migration Date: April 3, 2025, 7:00 p.m. ET.
• Downtime: We anticipate minimal downtime during the migration process as it will occur overnight. Users already logged in will not be impacted.
• New Features: The new application will offer improved security, and a more user-friendly interface to better meet your needs.
• New Users: Please continue to add new users in CIAM until 7:00 p.m. ET on April 3rd. After this time, kindly add new users in Guardian.
• Action Required: No action is required from your side. All your data will be securely transferred to the new system. However, we recommend that you log into Guardian after the migration to familiarize yourself with the new interface click here.

What to Expect
1. Seamless Transition: Our team has worked diligently to ensure a smooth transition with minimal disruption to your experience.
2. Support: Our support team will be available to assist you with any questions or issues you may encounter during and after the migration. You can reach us at customercare.optum.com or clearance.support@optum.com.
3. Training Resources: Recording and Managing Users in Guardian Guide. Access will require a community.optum.com account to view.
4. Guardian URL: Bookmark this page.

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 17078211
Mar 31, 10:13 EDT

About This Site

Scheduled Maintenance

Optum Insight's Secure Site - Undergoing Maintenance Nov 25, 2024 16:00-18:00 EST

Reminder: Postage Rate Update Jan 10, 2025 10:30-10:40 EST

Branding Enhancements to SmartPay Plus Provider Portal Feb 20, 2025 14:30-14:40 EST

InterQual® Cloud Solutions Software Release Apr 10, 2025 23:00-23:10 EDT

Ahi Qa/Ahi Lobby Single-Sign On Testing (Federated Customers) Apr 17, 2025 10:00-10:10 EDT

Clearance Single-Sign On Testing (Federated Customers) Apr 17, 2025 10:00-10:10 EDT

F5 Upgrade During Maintenance Window Apr 19, 2025 00:00-06:00 EDT

Scheduled Maintenance – April 2025 Apr 19, 2025 21:00 - Apr 20, 2025 19:00 EDT

Monthly System Maintenance Apr 20, 2025 21:00 - Apr 21, 2025 01:00 EDT

Clinical Exchange Release April 29, 2025 Apr 29, 2025 22:00 - Apr 30, 2025 01:00 EDT

Reminder: Clinical Exchange Release April 29, 2025 Apr 29, 2025 22:00-23:00 EDT

SmartPay Historic Data Unavailable after April 30, 2025 Apr 30, 2025 00:00-00:05 EDT

InterQual Firewall System Maintenance – Action Required May 2, 2025 23:00 - May 3, 2025 00:00 EDT

InterQual Firewall System Maintenance – Action Required May 2, 2025 23:00 - May 3, 2025 00:00 EDT

Past Incidents

Optum Insight's Secure Site - Undergoing Maintenance Nov `25`, `2024` `16:00`-`18:00` EST

Reminder: Postage Rate Update Jan `10`, `2025` `10:30`-`10:40` EST

Branding Enhancements to SmartPay Plus Provider Portal Feb `20`, `2025` `14:30`-`14:40` EST

InterQual® Cloud Solutions Software Release Apr `10`, `2025` `23:00`-`23:10` EDT

Ahi Qa/Ahi Lobby Single-Sign On Testing (Federated Customers) Apr `17`, `2025` `10:00`-`10:10` EDT

Clearance Single-Sign On Testing (Federated Customers) Apr `17`, `2025` `10:00`-`10:10` EDT

F5 Upgrade During Maintenance Window Apr `19`, `2025` `00:00`-`06:00` EDT

Scheduled Maintenance – April 2025 Apr `19`, `2025` `21:00` - Apr `20`, `2025` `19:00` EDT

Monthly System Maintenance Apr `20`, `2025` `21:00` - Apr `21`, `2025` `01:00` EDT

Clinical Exchange Release April 29, 2025 Apr `29`, `2025` `22:00` - Apr `30`, `2025` `01:00` EDT

Reminder: Clinical Exchange Release April 29, 2025 Apr `29`, `2025` `22:00`-`23:00` EDT

SmartPay Historic Data Unavailable after April 30, 2025 Apr `30`, `2025` `00:00`-`00:05` EDT

InterQual Firewall System Maintenance – Action Required May `2`, `2025` `23:00` - May `3`, `2025` `00:00` EDT

InterQual Firewall System Maintenance – Action Required May `2`, `2025` `23:00` - May `3`, `2025` `00:00` EDT