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 - Pharmacy Partners, Jan. 11, 2025, we have received reports that electronic vouchers, data feeds, as well as pre- and post-edit functionalities may not be working as expected. Upon investigation, it appears these issues may be related to certain software providers. If you are experiencing any issues, we recommend contacting your software provider for further assistance.

Please know that our partnership with Pharma remains strong, and we are dedicated to supporting our retail partners with the best solutions and services available.

If you have any questions or require additional support, please do not hesitate to reach out to us.

Thank you for your business.

REF 15804152 1/11/2025

Jan 11, 2025 - 09:57 EST
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 Operational
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 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 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® 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
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
We are pleased to announce the January 2025 release of InterQual® Customize, which includes these updates:

• UI/UX enhancements to the Notes library
• UI/UX enhancements to the Codes editor
• UI enhancements to the Citations editor

These changes will be deployed to the production environment on Thursday, Jan. 9, 2025, between 8 p.m. ET and 9 p.m. ET. The application will be available while these updates are deployed, though users may experience degraded performance during the maintenance window.

Contact Information For any additional information or assistance, sign in to the Customer Care Hub

REF 15782889 1/9/2025

Posted on Jan 09, 2025 - 11:35 EST
Upcoming scheduled maintenance notice

The InterQual® Coordinated Care Production environments will be unavailable due to maintenance on Thursday, Jan. 9, 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: Jan. 9, 2025, 9 p.m. ET
End: Jan. 9, 2025, 10 p.m. ET

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

REF 15782891 1/9/2025

Posted on Jan 09, 2025 - 11:45 EST
Update - This communication is being sent to correct a broken link to the What's New page on the InterQual Resource Center.

We are pleased to announce the release of the InterQual® Cloud solutions version 412 to production and 414 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.
• Reviewers can now explicitly indicate that a criteria point is not satisfied by selecting a Not Met icon (X) on the criteria point.
• Subset search filters are retained when you return to the Select Subset screen after selecting “Change Subset.”
• 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 on Thursday, Jan. 9, 2024, at 11 p.m. ET.

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

REF 15771758

Jan 08, 2025 - 13:57 EST
Scheduled - We are pleased to announce the release of the InterQual® Cloud solutions version 412 to production and 414 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.
• Reviewers can now explicitly indicate that a criteria point is not satisfied by selecting a Not Met icon (X) on the criteria point.
• Subset search filters are retained when you return to the Select Subset screen after selecting “Change Subset.”
• 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 on Thursday, Jan. 9, 2024, at 11 p.m. ET.

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

REF 15752458

Jan 07, 2025 - 15:47 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
Register Now

Join our amazing team 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 Jan. 13, 1:00 p.m. ET
Presenter: Kelly Proctor - Strategic Solutions Provider
Cost: Complementary – No Cost

Register Now

15667574

Posted on Jan 06, 2025 - 09:09 EST
Register Now

Join our amazing team as we review AhiQA capabilities and functionality! Our Bedrock Foundational training has been built from the ground up to provide the basics of what AhiQA 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, multiple modules will be discussed regardless of contracted status and will not be client specific.

Date: Thursday Jan. 16, 1:00 p.m. ET
Presenter: Cristina Aman - Strategic Solutions Advisor
Cost: Complimentary – No Cost

Register Now

REF 15667582

Posted on Jan 02, 2025 - 09:20 EST
We are pleased to announce the release of the InterQual® Cloud solutions version 415 to non-production (integ). This release includes the following updates:

• Extended inactivity timeout to 30 minutes.
• Enabled lock screen for One Healthcare ID users.
• Additional enhancements and details are listed on the InterQual® Resource Center What’s New page.

This release will be deployed to the non-production (integ) environment Thursday, Jan. 23, 2025, 11:00 p.m. ET and to the production environment, along with previous changes from version 414, Thursday, Feb. 6, 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 15885461

Posted on Jan 21, 2025 - 14:45 EST
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

Posted on Feb 04, 2025 - 17:16 EST
We are pleased to announce the release of the InterQual® Cloud solutions version 415 to non-production (integ). This release includes the following updates:

• Extended inactivity timeout to 30 minutes.
• Enabled lock screen for One Healthcare ID users.
• Additional enhancements and details are listed on the InterQual® Resource Center What’s New page.

This release will be deployed to the non-production (integ) environment Thursday, Jan. 23, 2025, 11:00 p.m. ET and to the production environment, along with previous changes from version 414, Thursday, Feb. 6, 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 15885461

Posted on Jan 21, 2025 - 14:32 EST
We are pleased to announce the release of the InterQual® Cloud solutions versions 415 to production and 416 to non-production (integ). These releases include the following updates:

• Reviewers can now explicitly indicate that a criteria point is not satisfied by selecting a Not Met icon (X) on the criteria point.
• Application timeout has been extended to 30 minutes of inactivity for both One Healthcare ID and single-sign-on sign ins.
• Lock screen has been enabled for One Healthcare ID users.
• Subset search filters are retained when you return to the Select Subset screen after selecting “Change Subset.”
• 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, February 6, 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 16078808

Posted on Feb 04, 2025 - 17:17 EST
Upcoming Knowledge to Perform Webinar! Feb 12, 2025 14:00-15:00 EST
This message is intended for Clearance and Ahi Customers.

REGISTER NOW

Knowledge To Perform – Migration to New User Management Application: Guardian

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. Join us as Lori Williams and Gil Lopez discuss the upcoming migration date, inform you of potential downtime, as well as discuss new features and what to expect with your upcoming migration to Guardian!

Date: Wednesday Feb. 12, 2025, 2:00 p.m. ET
Cost: Complementary (No Cost)

REGISTER NOW

REF 16085658

Posted on Feb 05, 2025 - 10:05 EST
Monthly System Maintenance Feb 16, 2025 21:00 - Feb 17, 2025 01:00 EST
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:

• Feb. 16, 2025, 9:00 p.m.-Feb. 17, 2025, 1:00 a.m. ET.

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

REF 15909222

Posted on Feb 06, 2025 - 09:27 EST
System Maintenance – Clearinghouse Database Maintenance Feb 21, 2025 23:00 - Feb 22, 2025 05:00 EST
Optum will be doing maintenance on our database. As part of that maintenance, claims and remit processing will be unavailable February 21, 2025, 10:00 p.m.-February 22, 2025, 4:00 p.m. CT.

Revenue Performance Advisor customers need to be aware of the following:
• All transaction processing will be unavailable during the maintenance. This includes:
o Claims
o Remittance
o Claim Status
o Eligibility
• Claims will not be delivered to the payer until the event has completed.
• Remits will not be retrieved or processed from payers until the event has completed.

Begin: Friday, Feb. 21, 2025, 10:00 p.m. CT
End: Saturday, Feb. 22, 2025, 4:00 p.m. CT

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.

REF 16100966

Posted on Feb 05, 2025 - 17:23 EST
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

Posted on Jan 16, 2025 - 14:52 EST
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

Posted on Feb 10, 2025 - 11:39 EST
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.

REF 15682769

Jan 22, 2025 - 16:16 EST
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
Past Incidents
Feb 11, 2025

No incidents reported today.

Feb 10, 2025

No incidents reported.

Feb 9, 2025

No incidents reported.

Feb 8, 2025
Completed - The scheduled maintenance has been completed.
Feb 8, 02:01 EST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Feb 7, 21:00 EST
Scheduled - The InterQual® Government Services system will be undergoing planned maintenance during the maintenance window below:

• Start: Feb. 7, 2025, 9:00 p.m. ET / 8:00 p.m. CT
• End: Feb. 8, 2025, 2:00 a.m. ET / 1:00 a.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 16079958

Feb 4, 17:50 EST
Completed - The scheduled maintenance has been completed.
Feb 8, 02:00 EST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Feb 7, 23:01 EST
Scheduled - The InterQual® Cloud Solutions system will be undergoing routine database maintenance during the maintenance window below:

Start: Feb. 7, 2025, 11:00 p.m. ET
End: Feb. 8, 2025, 2:00 a.m. ET

Between Feb. 7, 2025, 11:00 p.m.-Feb. 8, 2025, 12:00 a.m. ET there will be a 30-minute period where the system will be unavailable.

The InterQual® Cloud Solutions production environment (https://prod.ds.interqual.com) will be available during this maintenance window after Feb. 8, 2025, 12:00 a.m. ET, though users may experience degraded performance while maintenance activities are occurring.

REF 16109064

Feb 6, 13:54 EST
Completed - The scheduled maintenance has been completed.
Feb 8, 02:00 EST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Feb 7, 23:00 EST
Scheduled - The InterQual® Cloud Solutions system will be undergoing routine database maintenance during the maintenance window below:

• Start: Feb. 7, 2025, 11 p.m. ET
• End: Feb. 8, 2025, 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 16079260

Feb 4, 17:47 EST
Completed - The scheduled maintenance has been completed.
Feb 8, 00:00 EST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Feb 7, 23:55 EST
Scheduled - We are pleased to announce that the InterQual 2024 February content release is now available for all InterQual® Cloud Solutions customers as of Friday, February 7, 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 the InterQual® Resource Center and then select InterQual Content.

2025 March content release
We are pleased to announce the updates to the following modules that will be available in the InterQual 2025 March release on Friday March 21, 2025 for InterQual Cloud Solutions customers.
• 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 Criteria Navigator
• Medicare Imaging Criteria Navigator
• Medicare Molecular Diagnostics and Lab Criteria Navigator
• Medicare Pharmacy Criteria Navigator
• Medicare Post-Acute and Durable Medical Equipment Criteria Navigator
• Medicare Procedures Criteria Navigator
• InterQual® Coordinated Care Content

Pre-release summaries and clinical revisions
The following information will be available on the InterQual® Resource Center, which is accessible within the product and the InterQual® Learning Source:
• Pre-release summaries (available February 21, 2025)
• Clinical revisions (available March 7, 2025)

New Enhancements
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 will be updated to include a benchmark setting provided at the CPT® code level. The setting, based on the selection of a CPT code, will appear in the InterQual Review Summary to support clear communication of both the medical review and setting outcomes, and to allow for improved organizational workflow. To support this enhancement the following resources are included on the InterQual Resource Center, What’s New, InterQual Content:
• InterQual® 2025 Site of Service Early Look video
• InterQual® 2025 Setting by CPT code pre-release summary

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 updates
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 on March 21, 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 16128808

Feb 7, 13:35 EST
Feb 7, 2025
Feb 6, 2025
Resolved - Resolved: Customers are now able to successfully create cases from the Self Service portal.
Feb 6, 15:06 EST
Identified - "Update: Customers utilizing the Self-Service Customer Portal may have difficulty opening new cases due to the product name search field. We are currently working to resolve this issue."
Feb 6, 11:15 EST
Investigating - "Customers utilizing the Self-Service Customer Portal are currently unable to open new cases. We are currently working to resolve this issue."
Feb 6, 10:37 EST
Feb 5, 2025

No incidents reported.

Feb 4, 2025

No incidents reported.

Feb 3, 2025

No incidents reported.

Feb 2, 2025

No incidents reported.

Feb 1, 2025
Completed - The scheduled maintenance has been completed.
Feb 1, 02:00 EST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jan 31, 23:00 EST
Scheduled - This message is intended for InterQual® Government Services customers.

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

Start: Jan. 31, 2025, 11:00 p.m. ET / 10:00 p.m. CT
End: Feb. 1, 2025, 2:00 a.m. ET / 1:00 a.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.

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

REF 15954116

Jan 27, 09:28 EST
Completed - The scheduled maintenance has been completed.
Feb 1, 00:00 EST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jan 31, 21:00 EST
Scheduled - The InterQual® Review Manager Hosted test and production environments will be undergoing routine maintenance during the maintenance window below:

• Start: Friday, January 31, 2025, 9:00 p.m. ET
• End: Saturday, February 1, 2025 12:01 a.m. ET

Customers may experience intermittent downtime of 60 minutes or more 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 15976908

Jan 28, 11:19 EST
Jan 31, 2025
Jan 30, 2025
Resolved - Optum identified an issue that caused delays in the Weekly Open report and Daily approval reports for Jan. 26, 2025-Jan. 28, 2025. This issue has been resolved and all impacted reports have been sent.

We apologize for the inconvenience.

Action Required: Be aware of the issue above.

REF 16012610

Jan 30, 09:27 EST
Completed - The scheduled maintenance has been completed.
Jan 30, 09:11 EST
Scheduled - The Customer Care Hub, our online self-service tool for customer support, is now available for SmartPay Plus customers! When you contact support via the Customer Care Hub, you’ll immediately receive a support case number and can easily track the status of your case at any time.

If you already have Customer Care Hub access, you can log in using your prior credentials. If not, learn how to request an account here. Once you have your account set up, make sure to check out the Customer Care Hub support tips in the SmartPay Plus Community library including:

Getting started with the Customer Care Hub
Submitting a new case in the Customer Care Hub
Customer Care Hub frequently asked questions

REF 16007224

Jan 30, 09:09 EST
Jan 29, 2025
Completed - The scheduled maintenance has been completed.
Jan 29, 00:30 EST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jan 28, 20:00 EST
Scheduled - We will be making changes to the CIAM production server sign-on for Assurance and users may receive errors.

The deployment time window will be:
January 28th, 7 p.m. - 11:30 p.m. CST

During this time there may be a momentary disruption to Assurance logins.

Action required:
Please retry your sign-on. If there continues to be an issue, please call Assurance Support at 800-457-1209.

REF 15952387

Jan 24, 17:11 EST
Jan 28, 2025