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
CareSelect - Migration Downtime Jan 25, 2025 09:00-17:00 EST
CareSelect is planning a cloud migration for the Production and Test environments on Saturday Jan. 25, 2025, beginning at 9 a.m. ET.

Optum has scheduled a maintenance window as follows:

Products: CareSelect Imaging, CareSelect Lab, CareSelect Risk Assessor
Starting: Jan. 25, 2025, 9 a.m. ET
Ending: Jan. 25, 2025, 5 p.m. ET
(Duration of 8 Hours)

Impact: Interactive CDS and data collection will not be available during this time. Providers can continue to place orders without interruption. Breast Cancer Risk Assessment will not be available during this time.

Action: No action is necessary*

If you experience any issues beyond this maintenance window, please contact customer support.

*This move will also result in having new external IP addresses as previously announced. While we expect a majority of customers will not need to take action, those that have whitelisted by IP address will need to add the following two IPs to ensure they maintain connectivity:

3.228.122.206
44.198.63.44

REF 15873115

Posted on Jan 17, 2025 - 17:59 EST
Please be advised of the following maintenance update:

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

Maintenance Schedule
Begin: Jan. 25, 10 a.m. CT
End: Jan. 25, 5 p.m. CT
(Duration of 7 hours)

System functionality will be intermittent during this scheduled maintenance window. The impacted services are as follows:
• Reports - Will resume at 12 p.m. CT and can be delayed for up to 2 hours

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

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

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

We appreciate your patience.

REF 15829108

Posted on Jan 14, 2025 - 16:59 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
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
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

Posted on Jan 03, 2025 - 11:00 EST
Past Incidents
Jan 22, 2025

No incidents reported today.

Jan 21, 2025

No incidents reported.

Jan 20, 2025

No incidents reported.

Jan 19, 2025

No incidents reported.

Jan 18, 2025
Completed - The scheduled maintenance has been completed.
Jan 18, 23:30 EST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jan 18, 21:00 EST
Scheduled - This message is intended for Revenue Performance Advisor customers.

Please be advised that the Revenue Performance Advisor (RPA) Platform will be undergoing maintenance Saturday, Jan. 18, 2025, from 9:00 p.m. ET - 11:30 p.m. ET requiring all processes to be shut down. All RPA services will be unavailable during this time.

REF 15794216

Jan 13, 11:26 EST
Jan 17, 2025

No incidents reported.

Jan 16, 2025
Completed - The scheduled maintenance has been completed.
Jan 16, 00:00 EST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jan 15, 23:55 EST
Scheduled - This message is intended for Revenue Performance Advisor (RPA) customers.

A new release of Revenue Performance Advisor (RPA) became available on Jan. 14, 2025. RPA 6.0.0 contains additional rebranding changes, as well as some functionality updates:

• RPA quick reference guides have been updated to reflect the Optum brand.
• The Optum-branded URL to the Learning Center has been updated in RPA.
• A discharge status code and description have been updated to ensure correct billing.
• A direct link to the instructions for registering for the Optum Community has been added into the Resource Center.

Use the RPA 6.0.0 customer release notes to find out more about these changes.

Actions required

• Read the RPA 6.0.0 customer release notes in the RPA Community.
̶ If you don’t have a User Community account, please use these instructions to request access to the User Community. Upon approval, follow the instructions to complete registration and sign in.
• Release notes are also available on the Product Releases tab on the RPA home page.
• Clear your cache and cookies:
̶ Clearing cache: https://www.wikihow.com/Clear-Your-Browser%27s-Cache
̶ Clearing cookies: https://www.wikihow.com/Clear-Your-Browser%27s-Cookies

REF 15835561

Jan 15, 14:11 EST
Jan 15, 2025
Resolved - Clearance Plus Acute experienced a performance issue beginning at 8 a.m. ET. This issue was resolved at 10 a.m. ET. However, this may have caused delayed responses of eligibility requests.

If you are not receiving responses, you may need to restart your interface.

INC0674360

Jan 15, 11:13 EST
Completed - The scheduled maintenance has been completed.
Jan 15, 01:00 EST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jan 14, 22:00 EST
Update - Optum will administer system maintenance impacting normal Clinical Exchange services according to the maintenance schedule below:

Maintenance Schedule:
Begin: Tues., Jan. 14, 2025, 10:00 p.m. ET
End: Wed., Jan. 15, 2025, 1:00 a.m. ET
(Duration of 3 hours)

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

Jan 6, 15:56 EST
Scheduled - Optum will administer system maintenance impacting normal Clinical Exchange services according to the maintenance schedule below:

Maintenance Schedule:
Begin: Tues., Jan. 14, 2025, 10:00 p.m. ET
End: Wed., Jan 15, 2025, 1:00 a.m. ET
(Duration of 3 hours)

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

REF 15594849

Dec 31, 14:39 EST
Jan 14, 2025
Completed - The scheduled maintenance has been completed.
Jan 14, 13:02 EST
Update - We will be undergoing scheduled maintenance during this time.
Nov 6, 17:14 EST
Scheduled - This message is intended for InterQual® Cloud Solutions customers.

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

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

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

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

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

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

REF 778950

Sep 16, 17:09 EDT
Completed - The scheduled maintenance has been completed.
Jan 14, 13:02 EST
Scheduled - This message is intended for InterQual® Cloud Solutions customers.

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

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

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

REF 823900

Nov 20, 17:09 EST
Resolved - This message is intended for customers who sign into Optum products and services with One Healthcare ID.

One Healthcare ID customers were experiencing issues signing into Optum products and services. These issues have been resolved. We apologize for the inconvenience this situation has caused you.

Jan 14, 12:44 EST
Update - We are continuing to investigate this issue.
Jan 14, 12:17 EST
Update - This message is intended for customers who sign into Optum products and services with One Healthcare ID.

One Healthcare ID customers are currently experiencing issues signing into Optum products and services. Optum has identified the issue and is working toward resolution. We apologize for the inconvenience this situation has caused you.

REF 0673972

Jan 14, 12:15 EST
Investigating - This message is intended for customers who sign into Optum products and services with One Healthcare ID.

One Healthcare ID customers are currently experiencing issues signing into Optum products and services. Optum is triaging the issue and will provide further updates as they are available. We apologize for the inconvenience this situation has caused you.

REF 0673972

Jan 14, 12:10 EST
Jan 13, 2025

No incidents reported.

Jan 12, 2025

No incidents reported.

Jan 11, 2025
Completed - The scheduled maintenance has been completed.
Jan 11, 07:00 EST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jan 10, 23:00 EST
Scheduled - This message is intended for Absolute AR customers.

Please be advised that there is a deployment (2025.01) scheduled for January 10, 2025, starting at 10:00 p.m. CST, lasting no longer than 6:00 a.m. CST on January 11, 2025.

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

REF 15778102

Jan 10, 09:52 EST
Jan 10, 2025
Completed - The scheduled maintenance has been completed.
Jan 10, 21:10 EST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jan 10, 21:00 EST
Scheduled - As part of our ongoing effort to increase the security and reliability of our Absolute AR website application, we are introducing One Healthcare ID (OHID), Optum’s Multifactor Authentication (MFA) solution. This feature provides a more secure method of accessing your Absolute AR Reconciliation data and provides customers with more options for establishing connection using the OHID username/password. Beginning with the deployment this Friday evening, Jan. 10, 2025, you will have the option to use the OHID authentication method upon login to the Absolute(AR) website; however, as of Feb. 14, 2025, all users will be required to utilize OneHealthcare ID to access the Absolute AR website.

If you have already created a One Healthcare ID for another Optum tool (i.e. MedRx), you should be able to use that existing account to log in to the Absolute AR website. However, if you do not already have a One Healthcare ID, the process to obtain one is quick and easy and we have included the attached guide to aid you in this process.

In setting up the One Healthcare ID, please be aware of the following:
• Your email address used for your One Healthcare ID will ultimately need to match the email address on your Absolute(AR) user account. Your support representative can assist you with updating your Absolute(AR) associated email address if necessary.
• When setting up your One Healthcare ID, you will be asked to set up a recovery method. We recommend doing so during the initial set-up process to simplify any troubleshooting steps later.

To ensure any password reset requests are successful, please whitelist the email address noreply@onehealthcareid.com within your internal firewall.

If you encounter issues or need to contact our support team, please email absolutearreps@optum.com or submit an online ticket via our support portal.

Action required:
Set-up a OneHealthcareID (OHID) and whitelist the email address noreply@onehealthcareid.com within your internal firewall.

For assistance with the new process, please see the One Healthcare ID toolkit.

REF 15751664

Jan 7, 15:12 EST
Completed - The scheduled maintenance has been completed.
Jan 10, 21:00 EST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jan 10, 20:00 EST
Scheduled - Upcoming scheduled maintenance notice

The following InterQual hosted solutions will be undergoing maintenance in the test environment environment on Jan. 10, 2025:

• InterQual® Cloud Solutions
• InterQual® AutoReview
• InterQual® Coordinated Care

The solutions will not be available during the maintenance window below in the test environment (https://integ.ds.interqual.com):

• Friday, Jan. 10, 8 p.m. ET
• Friday, Jan. 10, 9 p.m. ET

The InterQual Cloud Solutions production environment is not impacted by this maintenance and will be available during this window.


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

REF 15740366 1/7/2025

Jan 7, 10:58 EST
Jan 9, 2025

No incidents reported.

Jan 8, 2025
Resolved - The following payers have changed their Remittance enrollment form:

CPID 1481/Payer ID SKOR0 Oregon Medicaid
CPID 5517/Payer ID SKOR0 Oregon Medicaid

Providers already approved to submit and receive transactions through Optum do not need to complete a new enrollment form.

To access the new enrollment form, please visit Enrollment Central.

Action Required: None for existing providers. New providers should begin using the new enrollment form immediately.

REF 15769963

Jan 8, 13:04 EST
Resolved - The issue identified on Jan. 8, 2025, has been resolved. Optum identified an issue causing intermittent timeouts for claims submitted to MedRx Medicare as well as intermittent tool issues on the MedRx website.

We will continue to monitor systems to ensure that there is no recurrence of the issue.

REF 15770211

Jan 8, 12:26 EST
Investigating - Jan. 8, 2025, Optum has identified an issue causing intermittent timeouts for claims submitted to MedRx Medicare as well as intermittent tool issues on the MedRx website. We are currently working to resolve these issues and will provide an update as soon as possible.

REF 15768508 1/8/2025

Jan 8, 10:09 EST